topic Re: Account Locked & No One Able to Help Resolve in Sky Mobile

Account Locked & No One Able to Help Resolve

StephenT21 — Tue, 12 Aug 2025 10:32:43 GMT

On the 1st August I cleared off the 4 mobiles on my account and ordered 4 new ones for my wife and kids. All credit agrements approved and shipping details provided to me via text and email. On the 2nd August, the courier was instructed to not deliver and return the phones to Sky. No reason given. After calling Sky at least 20 times now over the past 12 days, I have been past from pillar to post, advised thats my account has been locked, and no one is able to escalate the case as apparenty it is sitting with an under resourced fraud team. My credit agrements were approved and this is the 3rd time in 6 years I have renewed my devices, so Sky have failed to deliver on good purchased. I need this resolved as its a clear breach of section 75 of the consumer credit act. I am unable to cancel the agreemet and walk away as my account is blocked - what is going on with Sky? Terrible customer service.

Re: Account Locked & No One Able to Help Resolve

PandJ2020 — Tue, 12 Aug 2025 10:35:05 GMT

@StephenT21 wrote:
as its a clear breach of section 75 of the consumer credit act.

Then contact your credit card company?

Re: Account Locked & No One Able to Help Resolve

caesarome — Tue, 12 Aug 2025 10:35:36 GMT

@StephenT21

I'm afraid as customers here there is nothing we can do for you other than to suggest putting in a complaint:

https://www.sky.com/help/complaints

Re: Account Locked & No One Able to Help Resolve

StephenT21 — Tue, 12 Aug 2025 10:37:08 GMT

Yep, raised 4 complaints, I have all the ref numbers but no updates..

Re: Account Locked & No One Able to Help Resolve

PandJ2020 — Tue, 12 Aug 2025 10:39:11 GMT

@StephenT21 wrote:
Yep, raised 4 complaints, I have all the ref numbers but no updates..

They have 8 weeks - at that point they should issue a deadlock letter (if required) to allow you to escalate.