topic Re: CROCS customer support in Sky Mobile

CROCS customer support

Kimberley+Bailey — Thu, 20 Nov 2025 14:29:10 GMT

Have messaged Sky and had no response for over 3 days. Had to ring Crocs customer support about a present and only just found out the call was in America and the 14 minute phone call was £52.50 which is ridiculous. No response from sky and im not happy to pay it. Had i been made aware of where the call was going or charges I would have not made the call. Some one help please

Re: CROCS customer support

Daniel0210 — Thu, 20 Nov 2025 14:31:45 GMT

@Kimberley+Bailey

It sounds like you've correctly incurred the charges regardless of the company concerned not necessarily being up front about the charges. I doubt Sky will be open to reducing the bill.

Re: CROCS customer support

63johnw — Thu, 20 Nov 2025 14:35:35 GMT

Hi @Kimberley+Bailey curious to know why you think sky would waive the charge on a call you made from your phone ? International calls are expensive. Could you tell from the number you rang ?

Re: CROCS customer support

Daniel0210 — Thu, 20 Nov 2025 14:39:22 GMT

@Kimberley+Bailey

I have just searched for 'contact CROCS customer services' and the link is for a +31 number which is apparently for The Netherlands.

Re: CROCS customer support

63johnw — Thu, 20 Nov 2025 14:44:44 GMT

Same as what I have just done @Daniel0210

Re: CROCS customer support

GD1 — Thu, 20 Nov 2025 15:46:19 GMT

@Kimberley+Bailey I agree with the other replies, you willingly made the call to a number that was not UK based without checking 1st, Sky bare no responsibility for your actions and they should not consider refunding you for your mistake.

You will need to pay it or risk getting your service restricted. No company should be held responsible for a customers mistake like this, why you think they should is quite baffling.

The onus is on you to make sure any calls made are within the call plan which are calls to 01, 02, 03 and UK mobile numbers, anything outside of that is chargeable.

All charges are freely available to customers on the Sky Website Calls and texts to international numbers | Sky Help | Sky.com | Sky Help | Sky.com

If you did call a USA number those are chanrged at £3.50 per minute, had you called the Netherlands Number as noted in the replies above, those are only charged at £0.25 per minute (suprisingly cheap).

Re: CROCS customer support

PandJ2020 — Thu, 20 Nov 2025 15:45:29 GMT

Your only hope is goodwill. Call Sky on 150 and explain your 'mistake' and see if they are prepared to reduce the charge.

As many have noted the call was outside your inclusive plan and therefore chargeable. The tariff forms part of the contract - always check the cost before calling. International calls are generally expensive from any telecoms company. (It's £3.50 per minute for many locations)

You can't withhold payment.