topic Phone scam in Account & Billing

Phone scam

TB1555 — Sat, 15 Nov 2025 13:15:02 GMT

My mother who is 90 has been scammed by the mobile phone scam. She had three mobile phones delivered and didn't open them as she hadn't ordered anything and didn't know what was in them. Then she received a phone call from someone she believed to be from Sky who told her to parcel them up and send them back via the post office who would come to collect them with a label the next day. She did that. Then she got three letters from Sky telling her that direct debits for insurance payments of £9 a month had been set up. The sky rep I spoke to said it was a scam and to cancel the direct debits, no other advice. We did that and this week she had three notices of missed payments and huge bills for the sky mobiles. I had to go through four departments before it was agreed that the matter would be investigated. Poor service from Sky for a vulnerable 90 year old woman.

Re: Phone scam

MightyQuinn — Mon, 17 Nov 2025 09:13:26 GMT

Hi @TB1555 Unfortunately this is very common https://www.sky.com/help/articles/account-takeover

Re: Phone scam

GD1 — Mon, 17 Nov 2025 09:17:01 GMT

@TB1555 I'm afraid if they returned the phones to the scammers they are liable for the charges.

It sounds like the scammers obtained account details from them by offering a huge discount during a cold call. Please see this link for steps to take regarding account takeovers Account Takeover | Sky Help | Sky.com | Sky Help | Sky.com