iPhone 18pro swap

[Totalwar2]

I brought a iPhone 15 from Sky and was paid for in full and got £230.00 towards a swap for a iPhone 18pro which is paid over 36months contract.I have sent the iPhone 15 for the swap and received the credit 230.00 to my sky bill for the swap.Had two payments off my bill.Now the credit for the 25/10/2026 has disappeared and so has the credit which I had left.i paid for next day delivery with the post and know was delivered the next day.I phoned Sky Mobile spoke to customer services was told was nothing to worry about.But it is The credit I had left gone and the bill for October had no credit towards the bill.

[caesarome]

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@Totalwar2 wrote:

Had two payments off my bill.Now the credit for the 25/10/2026 has disappeared

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Are you sure the credit hasn#t bbeen used to pay these two bills instead of a payment being taken from you as that is what should happen with the credit.

[Totalwar2]

First two bills were paid by the credit I got for the iPhone 15 the third bill not got any credit which is due this month.

I pay £42 around per month for my sky bill and I got £230.00 was in good condition.

[Totalwar2]

Total bill statement

£54.58

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1 credit adjustment received

-£230.00minus £230.00

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1 one off payment

-£12.00minus 

Balance

Credit  £187.42

Credit goes towards paying your next bill(s)Credit goes towards paying your next bill(s)

[caesarome]

So you no longer see the £187.42 credit showing or being as used to pay a future bill ?

[Totalwar2]

Yes that correct.

[caesarome · Accepted solution]

@Totalwar2 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It will be sometime after 9am that you are contacted about this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

[J_ham]

Thanks @caesarome for escalating this. We’ve sent @Totalwar2  an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

[Totalwar2]

Thanks Caesarome for the help sky on it.hopefully get sorted out.