Switch cashback

[HomeAce]

At the end of January I used sky swap to upgrade my old Samsung to a Google Pixel 10 pro. At the time there was a deal claiming you would receive £200 cashback if you switched before the 6th of February (I think, could have been the 4th). I made the switch during the promo but I haven't had any details about the cashback. When am I likely to receive it? Or will it just automatically appear on my next bill? Thanks! 

[caesarome]

@HomeAce 

As far as  can see you should get the £200 on top of the value of the Samsung phone you traded in to Sky Trade in.

[HomeAce]

Okay, thanks! It's not appearing as of yet. If I don't receive it by the time my next bill is available I think I will contact customer service to see if they know what is happening.

[Matt130982]

I have had the same issue, rang customer service, spoke to 16 different people, none were aware of the deal , eventually got through to someone who said I should receive an email in 24 hours in how to claim....that was 48 hours ago

[Vic19891]

I was wondering the same as now I can't find details of the offer anywhere - I went for the google pixel 10 and I think it was about £150 cashback. I've had the email about the trade in value cashback of my old phone which has gone onto my account but I think you need a link for the specific promo which I cannot find!

[Matt130982]

Yeah this is the deal I got again been on the phone today and now told it will be 5 to 7 working days until they can resolve it

[HomeAce]

Since making this post I have received no further updates on my cashback. It seems this isn't an isolated issue either. I will be calling customer service myself soon (I'm currently sick so can't right now) and will post any updates I have on here. 

[Adam+of+Bristol]

Just been on the phone with the exact same problem, after 45 mins I have been told 

"There were a lot of people taking this same deal and the staff that are in charge of putting the claims through are very busy, you will have it added to your account within the next 14 days" 

Hmm. 

[Amy3125]

I also did same offer. Traded in my Samsung s24 ultra. No cashback, but got the trade in value. I've rang too many times to count, passed from person to person mid call. No straight answers.

Been told yes wait 14days (still nothing), got told should had done IMEI on the link (nope as existing sky cutomer), got told the trade in value included the £200 (I think not, £315. So £115 for my phone?!), got told offer no longer exists, got told to contact Google as offer is with them (I tried, it's not) got told I was wrong, got told many other excuses. No one seems to know anything. Can't speak to management as they are 'busy'.

I'm going to take it up with financial ombudsman tomorrow. Cancelling my direct debit and not paying my bill untill I get the cashback, as the cashback was needed as part of my trade in. Value of my phone being £500 left to pay, so need to the £200 to cover. They are expecting me to pay the £200.

So good luck with yours!!

[HomeAce]

UPDATE: For anyone following this thread I received my cashback on my account this morning. As a previous sky customer it has been applied as bill credit (which I'm okay with). Anyone who was waiting like I was might have received theirs too so I advise going to check! 

[Vic19891]

Yesss! Mine went on yesterday. Thank you for raising it and hope everyone gets the correct cashback!

[Matt130982]

How did it go on? Did they email you?

[HomeAce]

I didn't get any kind of notification. I've been routinely checking my bill to check for any changes and this morning I could see the credit was applied.

Originally I was waiting for my new bill for the end of February, the plan being I would contact them if I had no update by then (it would have been my first bill with my new mobile). I won't need to do that now. 

Hopefully yours comes through soon!