Sky swap

[Jess+Warrington]

I've swapped my iPhone 14 to the iPhone 16, my iPhone 14 was in excellent condition as always had a case on it, I agreed with the swap price and sent it back, they have emailed me saying they are only giving me £140 for my phone for the damage, so I called them and they said the back is cracked! My phone was not cracked when I sent it out, he said give me 72 hours to sort this out so I told him to freeze my account until this is sorted, I have had an email saying I've accepted the £140 swap and my bill is nearly £200!! What can I do about this? I feel stuck and I can't afford £200 and don't want my credit rating ruined. Thanks 

[caesarome]

@Jess+Warrington 

It is to late now but before returning items like phones and tablets it is worth taking a number of photos to show what condition it is in so try asking Sky for photo's of this damage to see what they then say.