Account locked since Sunday, called Sky a dozen times at least, nobody will tell me what's going on.

[AlwaysRlyAngry]

The main email/login I use to access my Sky account has been locked since Sunday, I tried calling the number it shows but it always says "The offices are now closed, we are open again on Wednesday", I waited until Wednesday and it said the same thing, the other customer service number I call eventually gets me through to a human and the keep saying the same thing, "I can't access your account, it seems only the fraud investigation team can, I'll send them an email to ask them to contact you".

Every single day I've called Sky CS and every single day I've had someone tell me the same thing, yet nobody from their mysterious fraud investigation team has called me back and it's been an entire WEEK since my account and it's attached email address was locked.

I've been a Sky customer for over a decade, I've spent a lot of money on my services and mobile devices over those years yet I'm being treated like this, it's disgusting. I'm being kept in the dark and nobody from Sky will tell me what is going on, what can I do?

[Daniel0210]

@AlwaysRlyAngry 

There is no direct route to a particular department at Sky. You would have to periodically call Sky on the main number for any update. 

Fraud enquiries can be lengthy so it may be too premature to be making a complaint yet. 

[AlwaysRlyAngry]

But I want to know why my account has been locked, I just woke up and it was locked one day for no reason, they won't tell me anything and it's preventing from accessing my sky email address, I've never missed a payment and I've always settled my phone contracts.

I'm lucky enough that my sky email address is not my main one, but imagine if it was? Imagine if your main or only email address was completely locked, in this day and age it can literally ruin your life, you need your email for almost everything.

Sky needs to contact me and tell me what's going on, because frankly I'll be looking into what I can do legal-wise if they keep ignoring me.

[Daniel0210]

@AlwaysRlyAngry 

Sky can't / won't contact you as a result of your posts. Your username on the Community is not linked to any Sky accounts you have so Sky won't know who you are.

[AlwaysRlyAngry]

Yeah I figured the forum wouldn't really be able to help but at this point I've ran out of ideas, I've never ran into something like this before.

Needless to say I've already began transferring my phone number to a different provider and will be moving my internet and everything else to another provider once its contract has ended, Sky just lost a long time customer over this.

[Daniel0210 · Accepted solution]

@AlwaysRlyAngry 

Unfortunately until the issue with the locked account is resolved you may not be able to cancel as the agents might not be able to process it. Hopefully it's sorted soon.