Upgraded new phone but old phone still on account

[Laura-]

Phone swapped and upgraded to new phone and got credit for old phone but it is on account & still being charged for device. Why is this? 

[PandJ2020]

What did Sky say when you queried this?

I presume you did a 'swap' with Sky?

[63johnw]

Hi @Laura-  its taking at least 2-3 weeks for returns to be processed so has it been longer than this ?

[Laura-]

Yes I did a swap. 

[Laura-]

Yes it has been longer than this. I got credit for the old phone but i'm being charged for the old phone out of the credit as well as my current new contract 

[PandJ2020]

---

@PandJ2020 wrote:

What did Sky say when you queried this?

---

[Laura-]

there is no way of contacting sky only a chat bot 

[PandJ2020]

---

@Laura- wrote:

there is no way of contacting sky only a chat bot 

---

There are real people past the chat bot.  At the end of the day we're just other customers here so cannot resolve it...

You'll have to persevere in calling.

[Laura-]

Thank you