topic Re: Returned mobile device, cancelled direct debit in Sky Mobile

Returned mobile device, cancelled direct debit

Ghostliner — Sat, 28 Dec 2024 00:06:44 GMT

Hi all. I ordered two mobile phones on Sky, and after 24 hours, we decided we didnt like them (android to iphone) and returned them. SIMs were free 100mb ones as we use EE, just used Sky for the cheap device payment and offer. They have been delivered and when Royal Mail confirmed delivery, I cancelled the direct debit and thought that was it. I have noticed a ridiculously high bill has already been generated, and is scheduled to be taken on the 1st January (it wont go out as cancelled) - I assume they will just take care of this and it wont become a problem? Just wanted some outsider thoughts into this. Thanks!

Re: Returned mobile device, cancelled direct debit

caesarome — Sat, 28 Dec 2024 05:35:23 GMT

Cancelling the direct debit doesn't cancel the order, for this you have to phone Sky and tell then you have changed your mind.

150 is the free number to use from a phone that has a Sky mobile sim in it or Sky Talk phone otherwise under "Need more help ?" link at the bottom of the page on this link is the number to call Sky on:

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

Try saying nothing when spoken to by the bot.

Re: Returned mobile device, cancelled direct debit

63johnw — Sat, 28 Dec 2024 07:47:16 GMT

Hi @Ghostliner it takes 2-3 weeks for sky or their partner to process returns. This will be taking longer than that over the Christmas and new year period. Until the return is processed then bills are produced and should be paid, once processed then any payments are refunded. If you fail to pay then Sky can refer it to debt collection agencies and your credit file can be affected. Up to you what you now want to do but you should be aware of what may happen.

Re: Returned mobile device, cancelled direct debit

PandJ2020 — Sat, 28 Dec 2024 08:02:34 GMT

Did you actually contact Sky to agree the return?

As noted you could end up with credit defaults depending on the circumstances.

I'm not sure about the 'ridiculous bill' - it should be just the first instalment unless Sky believe you're defaulting on payments and cancelled the credit agreement (making the full amount payable).

Re: Returned mobile device, cancelled direct debit

Ghostliner — Sun, 29 Dec 2024 01:21:24 GMT

Hello - yes of course I contacted them - they arranged the return labels.

When I say ridiculous - I mean £106 to be paid for phones that are confirmed in their possession, and then having to wait ages for a refund, I've been there before and it took up to 9 months to get my money back so I'm just not really wanting to let the money go out. I just thought it being confirmed as delivered, and me getting an email saying "thanks for the return" would mean that I'm no longer liable for them.

Thanks for your reply!

Re: Returned mobile device, cancelled direct debit

Ghostliner — Sun, 29 Dec 2024 01:22:05 GMT

Thanks for the reply @caesarome

I have already returned them as was arranged with them.

Re: Returned mobile device, cancelled direct debit

Ghostliner — Sun, 29 Dec 2024 01:24:59 GMT

Hi @63johnw I was under the impression that once the devices are delivered to them, they are no longer in my possession therefore I'm no longer liable. If its only 3 weeks then it'll be resolved well before debt collection stage so that makes me feel more comfortable at least. Thanks 🙂

Re: Returned mobile device, cancelled direct debit

PandJ2020 — Sun, 29 Dec 2024 08:21:01 GMT

Delivered is not processed.

The DD may well be requested before they are processed and this may be reported as a defaulted payment (even if you are in the 'right').

The bill has been generated and expects to be be paid.

Re: Returned mobile device, cancelled direct debit

Ghostliner — Mon, 30 Dec 2024 01:03:02 GMT

@PandJ2020 Fair enough - thanks for the replies. They are welcome to report it as defaulted, won't change my life. Hopefully all resolves. Thanks! 🙂

Re: Returned mobile device, cancelled direct debit

VUA — Mon, 30 Dec 2024 06:57:42 GMT

Cancelling the direct debit is in order. They often need time to work out what you have used while you had the device. If you created a sky account, keep checking to see your final bill. Engage one of the customer services too.

Re: Returned mobile device, cancelled direct debit

PandJ2020 — Mon, 30 Dec 2024 09:21:38 GMT

@VUA wrote:
Cancelling the direct debit is in order.

That's poor advice IMHO. But the OP is welcome to take whatever action they like - many are bothered about their credit file.

Re: Returned mobile device, cancelled direct debit

SteveB13 — Wed, 03 Dec 2025 09:32:18 GMT

Sky is doing a similar thing to me and I am absolutely disgusted with them. Returned a phone to them in August and have the Royal Mail tracking proof that ir was delivered. It's December now. The returned phone is still on my account and I'm being chatlrged for it. Numerous phone calls to them, false promises. Was told in October that the device would be removed within 48 hours and my account would be adjusted accordingly. Nope. Still there.

I will be leaving Sky Mobile, Sky TV Sky Broadband and Sky Talk as soon as contracts end. Well done Sky. You should be proud of yourself.

Re: Returned mobile device, cancelled direct debit

caesarome — Wed, 03 Dec 2025 09:58:39 GMT

@SteveB13

Why was the phone returned was it via a swap or did you cancel it within a month of receiving it ?

Re: Returned mobile device, cancelled direct debit

SteveB13 — Wed, 03 Dec 2025 10:00:48 GMT

It was a straight swap for a 256Gb device for a 128Gb device. Both phones are still on my account despite only having the 128Gb device.

Re: Returned mobile device, cancelled direct debit

caesarome — Wed, 03 Dec 2025 10:10:04 GMT

@SteveB13

It might be worth putting in a complaint:

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

Sky then has 8 weeks to either resolve this or to issue you with a deadlock letter which will allow you to take it further.

Re: Returned mobile device, cancelled direct debit

SteveB13 — Wed, 03 Dec 2025 10:12:44 GMT

Thank you