Disgusting service from sky & sky mobile

[vikki_kinsella]

Hello,

Can anyone help me? You may end up escalating this to sky.

About three weeks ago I made the decision to move two of my mobile numbers to Sky (complete with PAC codes). I spent an hour on the phone to a lovely gentleman; who didn't quite know what he was doing, but offered me a deal I couldn't refuse. I took the deal and, after a few issues, the order was accepted. I then put my broadband back into contract, as the deal was so good. Everything looked OK.

The following day, after coming off air (I work in Radio), I noticed an email from Sky's Risk team stating that there had been a request to change my details and if I didn't do it; to go to a webpage which told me how to approach an account takeover situation. Five minutes later, I received another email saying my order has been cancelled. I rang Sky, spoke to an adviser; who told me someone would get back to me within a couple of hours. Fine.

During that period, I realised I was going back on air and rang Sky to advise. At which point I was treated like a criminal by the next advisor. Misgendered throughout the call (I'm Trans, with a GRC) and basically told I'd committed fraud. As you can expect, I wasn't flipping happy.

The next advisor I spoke to, was the first person to mention the risk team. And put a request for a callback to them. It was then, that I realised something was wrong; paid out for credit checking service (checkmyfile) and started to investigate. At which point I noticed a hard search on my credit file.

Now, this wouldn't be an issue; except credit searches were discussed on the original call and it was agreed that Sky wouldn't do one, as I'm existing customer...

So. Why was one done? Why has my order been cancelled? Why did they continue to set up the direct debits and move forward with the Sims, but not the phone? (I cancelled the DDs myself, without the phone as a sweetener; the deal wasn't exceptional enough for me to move). And why has my sky account been locked for two and a half weeks?

Now,, on a subsequent phone call (I have made many), I asked could if I could be transferred to complaints; in my mind this is pretty serious - Even OFCOM gave me CICAS' details, as they were nonplussed. I was told I couldn't, until the account is unlocked. When that will be? God only knows.

I'm registered disabled, i have a physical disability and writing this has absolutely killed me. But I'm not getting anywhere on the phone. I'm Autistic, as well. And I'm Trans. 

I'm pretty **bleep** at Sky and if I could cancel ALL my services today, and move away, I would. But I can't. I also have a history of working in communications (Broadband & Mobile) and the last time I had service this bad, I left the provider and haven't been back. 

Can this please, be escalated to Sky. And can someone get me some answers, please. CICAS and the FOS are on my radar, and I will contact them. Please can I have some answers. This situation is completely unacceptable and should not exist.

Thank you, in advance, to anyone who can help. 

[vikki_kinsella]

P s.

I have also raised this through the complaints form. But I'm not holding out much hope of an answer, based on why I read here, before I created this post.

Thank you all

[GD1]

@vikki_kinsella  To raise a complaint please see this link https://www.sky.com/help/articles/sky-customer-complaints-code-of-practice/

If your case is with the risk team there is very little the Messaging Team can help with.

No one here can tell you anything related to your account, orders or indeed what the risk team are doing.

[Daniel0210]

@vikki_kinsella 
For a sim deal it’s just a soft credit check, for a device there’s also an enhanced check and my understanding is that is for existing customers as well. See this link for Skys guidance ~
https://www.sky.com/help/articles/credit-checks-sky-mobile 

[Anonymous]

@vikki_kinsella Neither Ofcom or CISAS will accept your complaint until Sky have been allowed eight weeks to resolve your complaint from the date you lodged it or unless Sky has issued a deadlock letter/email to you.

After lodging the complaint Sky will review it. If you are unhappy with their decision you can ask for it to be escalated and reviewed again. At this point if you are still unhappy you can ask for the deadlock letter/email to be sent.

I hope you get it resolved. It seems you were misinformed regarding credit checks. I've always had them done when I've been buying a new device or SIM or changing from Q to Glass. 

[vikki_kinsella]

I replied to myself and said I've done this. I have the acknowledgement email. The reason I posted here, is because another case came up, similar, at the beginning of June and that was escaped to sky.

But thank you for your assistance.

[vikki_kinsella]

That's getting there, but why wasn't this explained to me on the original call. I did ask the question, as, due to my employment history; I'm Red Hot on these things.

Thank you for your help.

[MightyQuinn]

---

@vikki_kinsella wrote:

That's getting there, but why wasn't this explained to me on the original call. I did ask the question, as, due to my employment history; I'm Red Hot on these things.

---

Hi @vikki_kinsella   It would help if you used the quote (like above) as your post doesn't make a lot of sense without the reference.

[vikki_kinsella]

Hi @Anonymous,

---

@Anonymous wrote:

@vikki_kinsella Neither Ofcom or CISAS will accept your complaint until Sky have been allowed eight weeks to resolve your complaint from the date you lodged it or unless Sky has issued a deadlock letter/email to you.

After lodging the complaint Sky will review it. If you are unhappy with their decision you can ask for it to be escalated and reviewed again. At this point if you are still unhappy you can ask for the deadlock letter/email to be sent.

I hope you get it resolved. It seems you were misinformed regarding credit checks. I've always had them done when I've been buying a new device or SIM or changing from Q to Glass. 

---

Thanks for you help. This is interesting, and ready me for a battle once the complaints team acknowledge my situation and being to work on the issue.

Thank you.

[vikki_kinsella]

---

@MightyQuinn wrote:

---

@vikki_kinsella wrote:

That's getting there, but why wasn't this explained to me on the original call. I did ask the question, as, due to my employment history; I'm Red Hot on these things.

---

Hi @vikki_kinsella   It would help if you used the quote (like above) as your post doesn't make a lot of sense without the reference.

---

This better? If you're going to emrage the already enraged, at least give some information on how to do, what you're telling the person to do; and not just another link into cyberspace

I found what you were talking about, AFTER I calmed down. Typical ...

[Anonymous]

@vikki_kinsella No problem. I've just been through this process myself recently so it's fresh in my mind. I was able to go to CISAS less than a week after making the complaint because it reached deadlock very quickly. 

It takes a week to ten days for CISAS to review your case and decide if they will accept it based on the evidence provided. If they do then unless Sky settle (as they did in my case) CISAS will rule on the matter. Be aware though, the CISAS decision cannot be appealed. 

[vikki_kinsella]

---

@Anonymous wrote:

@vikki_kinsella No problem. I've just been through this process myself recently so it's fresh in my mind. I was able to go to CISAS less than a week after making the complaint because it reached deadlock very quickly. 

It takes a week to ten days for CISAS to review your case and decide if they will accept it based on the evidence provided. If they do then unless Sky settle (as they did in my case) CISAS will rule on the matter. Be aware though, the CISAS decision cannot be appealed. 

---

Gavin,

You're a superstar, thank you. You've explained to me a lot more than anyone else has, so far; which is the point of the complaint. You're an absolute angel. I cannot thank you enough.

Vikki x