Fraud and locked account. Need help to get to team

[smith01293]

I have had fraud on my account. On the 18th June someone took out two new mobile phones and an E-sim on my account. I called to highlight and cancel this within 30 minutes but was told I was too late.

Thw phones were delivered and I called back to arrange collection, but at the same time someone tried again to change the details on my account, I had already changed the password. So Sky locked my account.

So then the threatening emails, text messages and calls started to make a payment on an account that is blocked, and so I can't access and can't make a payment on.

Now Sky have restricted my access, because 36 days later they still haven't unlocked my account. 

When I call no one can access my account. No one can contact the team who have locked my account. And the fraud team never call back.

I call every day hoping to leave a message and no one ever calls back about anything.

I can't make a payment. Unlock the account. Even cancel.

Can anyone help me and advise me on who to contact to help.

The stress levels are through the roof and my credit rating is through the floor.

[SpaceSparkie]

Hi @smith01293 

I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Addie15]

Hi there!  Thank you for escalating this. We have sent an invite to @smith01293.