topic Re: Mobile order cancelled in Sky Mobile

Mobile order cancelled

JP103 — Fri, 27 Jun 2025 22:19:27 GMT

So I made a new iphone order today, iPhone 16 pro max and was very excited on my way home. Afterwards, not more than a couple hours got an email about my order being cancelled. Had to go back to were I made the order and got redirected to customer service. I have no problem with my order being cancelled. What i do have a problem with is that, after I was debited €589 I didn't get my refund back upon cancellation. Had to call Sky customer service and I was told I'd have to wait 14 days to get a refund. Common now, that's literally half a month. There are smaller companies out there with faster refund policies. Besides, why debit when in fact you'd be canceling the order and if the customer demand to know why it was cancelled no answers are given.
Finally, for someone like me who literally has a malfunctioning phone and is one of obvious reasons I made the choice of making this purchase now I'd have to wait 14days to get a refund. That's just not fair.

To who ever is reading this, I need help. I'd like this excalated as I've been reading from the discussion thread and seeing some comments of individuals who got there refunds later than 14 days. This is entirely not acceptable. I wish I knew all this before making the order!

Re: Mobile order cancelled

DaddyG9873 — Mon, 30 Jun 2025 08:50:03 GMT

[removed] I've been waiting 4 weeks and still no sign of a refund. Cancelled my sky tv and my mother's and my brother did the same. We all blocked the direct debits. [removed]

Moderator Notes: Removed inappropriate language

Re: Mobile order cancelled

Daniel0210 — Sat, 28 Jun 2025 02:54:44 GMT

@JP103
It definitely sounds like you have failed one of the required credit check(s). For a sim deal it’s just a soft credit check, for a device there’s also an enhanced check. Any emails which confirm or cancel the order sometimes arrive out of sequence. See this link for Skys guidance ~
https://www.sky.com/help/articles/credit-checks-sky-mobile

Be aware that if you keep trying to order the device this could further impact your credit score. If you contact Sky Ireland (as you mention euros) they would be able to confirm that’s the reason your order was cancelled but not why you failed the credit check in the first place as they are not allowed to view your credit record. You would have to sign up to a credit reference agency which would give you access to your credit record.

Any upfront payment you’ve made should be refunded after about 14 days but recent posts suggest it’s taking a bit longer in which case you’ll need to call Sky to chase it up.

By the way I believe Sky Ireland contact centres aren't open over the weekend.

Re: Mobile order cancelled

caesarome — Mon, 30 Jun 2025 08:57:58 GMT

@DaddyG9873 wrote:

[We all blocked the direct debits. [

@DaddyG9873

Then this is yhe reason you have had no refund yet as refunds are processed via the direct debit details so once you cancel these the only way Sky can issue a refund is via a cheque and this can take quite a while to be sent out to you.