topic Re: Cancelled Credit Agreement in Sky Mobile

Cancelled Credit Agreement

Alex2513 — Sun, 09 Nov 2025 23:31:24 GMT

I've been trying to place an order for a device via the Sky Mobile store for about a month now, but my credit agreement gets cancelled each time shortly afterwards. Sky support kept advising me that I wasn't filling in the form correctly. I have since discovered that Sky filed a fraud marker against my name with Cifas and I'm now automatically refused credit. Cifas have advised me to speak with Sky to have it removed, but there is no option to speak to Sky Mobiles Fraud Team or anything similar. The regular customer service team have not been particularly helpful with this matter.

Does anyone know who is best to contact at sky about this?

Re: Cancelled Credit Agreement

caesarome — Mon, 10 Nov 2025 05:31:58 GMT

@Alex2513

There is some info under "Your credit file" at the bottom of this page:

https://www.sky.com/help/articles/your-credit-file

Re: Cancelled Credit Agreement

JA101 — Mon, 10 Nov 2025 14:11:42 GMT

Hi, have you had any update on this? I have had exactly the same thing happen to me.

Re: Cancelled Credit Agreement

Carl19641 — Tue, 11 Nov 2025 13:43:37 GMT

Why can I not cancel 4 phones off my account which are out of contract

Re: Cancelled Credit Agreement

caesarome — Tue, 11 Nov 2025 13:50:02 GMT

@Carl19641

If you have finished paying for these phones then as they belong to you they can not be cancelled.

If you mean why they can not be removed from your account, this is because only phones returned to Sky are removed. As they belong to you they they do not count as a device on your account.

Re: Cancelled Credit Agreement

JA101 — Tue, 11 Nov 2025 15:00:26 GMT

Hi Alex, sorry for long response but I hope this helps you!

I had the exact same issue as you. I ordered IPhone 17 pro max cosmic orange, no issues. After 5 weeks was persuaded to re order on the phone for a quicker delivery. The second order failed and the employee immediately re-ordered. This meant I had 3 iPhone orders on my account, 3 searches and my credit then rejected. I was made aware about this 'CIFA's' marker and that Sky may have seen this as potential fraud.. crazy I know, when it wasn't even me. Anyway, after chasing this for a whole week, I finally got told to contact the accessibility team. I called and asked for Accessbility team. The lady was extremely helpful and explained everything to me. She completed a form to remove this with the credit agencies for me! Hopefully you manage to sort it! PS I went to my local Apple store today, completed the credit check within 5 minutes and left my local store with the new iPhone pro max in my hand. 0% finance too, may be worth looking into if no luck! All the best.

Re: Cancelled Credit Agreement

Alex2513 — Tue, 11 Nov 2025 16:24:04 GMT

Thanks all for your comments, just a little update as this is still ongoing but being looked into at Sky...

As I was struggling to contact anyone at Sky who understood what the issue was, I contacted the Data Protection Team using the info on Sky's privacy notice. The team referred my request to another team at Sky who got in contact straight away to speak to me. They have said they will have to unpack all the checks manually to understand what is causing it to fail and have confirmed that it is not failing due to the Cifas record. I'm hoping to hear back from them by the weeks end...

Re: Cancelled Credit Agreement

qsvdfhsrdcervthst — Thu, 27 Nov 2025 14:44:54 GMT

Having the identical issue - order is cancelled and online customer service *strongly* implied I had failed the CIFAS check, so I panic requested all my information from them and the credit agencies only to find that they're spotless.

Seems Sky Mobile no longer want my money, so I'll happily give it to a competitor instead.

Re: Cancelled Credit Agreement

GQ1 — Tue, 31 Mar 2026 20:23:22 GMT

Same thing has happened to me and just going round in circles trying to contact SKY 😡

Re: Cancelled Credit Agreement

Alex2513 — Tue, 31 Mar 2026 20:31:07 GMT

I never did actually get this resolved and gave up in the end trying to place the order for the MacBook. I've had a mobile phone credit agreement with them for a few years which is up for renewal soon so it'll be interesting to see what happens then...

Re: Cancelled Credit Agreement

GQ1 — Wed, 01 Apr 2026 21:10:47 GMT

I contacted CIFAS who said Sky had put a marker on my account and I had to contact them. Been an absolute nightmare trying to get in touch. Have now written a letter of complaint and saying if I didn't hear from them would be taking matter up with CIFAS and the Ombudsman so 🤞 I can get this nightmare sorted