topic Re: Unknown phone call in Account & Billing

Unknown phone call

SusanCrofts — Tue, 07 Apr 2026 14:44:35 GMT

I've been charged for a phone call which I didn't make. Could someone from Customer Services contact me to arrange a refund please? Thank-you.

Re: Unknown phone call

Daniel0210 — Tue, 07 Apr 2026 14:48:38 GMT

@SusanCrofts
You haven’t contacted Sky by posting on here. This is a customer ▶️ customer discussion forum where we try to help other customers.

Sky won't / can't contact you based on your post. Your Community username isn't linked to any Sky accounts you may have, so no one knows who you are anyway. You need to initiate contact to discuss.

Re: Unknown phone call

SusanCrofts — Tue, 07 Apr 2026 15:02:40 GMT

Yeah, I initially asked the AI assistant and they couldn't help me, so it told me to ask here as someone from Sky would get back to me. 🤷‍♀️

Re: Unknown phone call

Daniel0210 — Tue, 07 Apr 2026 15:06:25 GMT

@SusanCrofts

You haven't said whether it's a call on Sky Mobile or a Sky Talk landline so whichever it is just dial 150 free.

All calls will start automated (aka 'the bot') which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and sometimes saying nothing when asked the reason for the call helps being put in the queue for an agent.

Re: Unknown phone call

SusanCrofts — Tue, 07 Apr 2026 15:08:32 GMT

Unfortunately I'm not able to call them, but can't find an email address or online query form. 😩

Re: Unknown phone call

Daniel0210 — Tue, 07 Apr 2026 15:19:14 GMT

@SusanCrofts

Sky don't use email for general communication. Do you mind me asking why you can't call - is it a medical reason, in which case we can offer a different method?

Re: Unknown phone call

SusanCrofts — Tue, 07 Apr 2026 15:21:24 GMT

It's okay - I've done a bit more rummaging and have now found an online form. Many thanks for your help! 🙂

Re: Unknown phone call

Daniel0210 — Tue, 07 Apr 2026 15:22:07 GMT

@SusanCrofts
If there are health/medical issues which affect communicating with Sky, register with the Sky Accessibility Team who may be able to help now or in the future. Once registered there are different methods of communication other than phoning so have a look at these related links… ~

https://www.sky.com/help/accessibility-information

https://www.skyaccessibility.sky/

https://www.sky.com/help/articles/accessibility-information-sky-mobile-broadband-and-talk-customers

https://www.sky.com/help/articles/third-party-assistance