Identity Theft - I have been a victim of identity and need assiance

[Donzo]

I have been the victim of an identity theft and have been unable to reach Sky via the phone. How can I contact Sky to have this stopped immediately please as this is distressing. 

@Lisa-P1987 

Please is this something you can help with as I see you have delt with similar cases before.

[Daniel0210]

@Donzo 

Please explain what's happened, in particular the connection to Sky mobile? 

[Donzo]

From the options I couldnt select "Sky" in general so had to choose an option. I don' know what aspect of Sky it relates to.

I continually monitor my credit history and saw that yesterday 2 hard credit searches were done on my account. One by Very and one by Sky. Today I received an expensive package from Very which I didn't order. After spending time with their fraud team they explained yesterday someone took credit on my account.

The next is Sky which I have been unable to speak to, to know specifically what credit was taken and to cancel it. But from my credit history yesterday is the date they contacted sky to take credit - on what service this has been taken I do not know until I speak to Sky.

[Daniel0210]

@Donzo 

Any orders showing here? 

https://www.sky.com/help/articles/track-sky-order

[Donzo]

I am not a Sky customer, so this will be a new account created in my name

[Allan53]

Hi

You sent me a letter which I received today informing me that I have been refused my application for a new phone, I have not made a recent application for anything from you,  I suspect that someone is using my details to start a contract with you.I have changed my password for my sky account but I am worried that this fauls application will affect my credit score. 

Regards Allan

Moderator notes: Removed person info

[Daniel0210]

@Allan53 

We didn't send anything. You aren’t contacting Sky Customer Services on here. This is a customer led discussion forum where Sky customers are available to try to help other customers. I suggest you contact Sky asap…

These are the current methods for contacting Sky. (Depending on your reason for making contact some methods will be more appropriate than others) …

🔶call Customer Services by dialling 150 (free) from either a Sky mobile or a Sky Talk landline.

All calls will start automated 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 saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

Note: if your services are restricted due to a missed payment phone contact is unlikely to work.

🔶online help via this link
https://www.sky.com/help
Towards the bottom of the link it MAY provide a phone number in a section called ‘Need more help’.

🔶 Sky Assistant should also be available via
https://www.sky.com/help
for most service issues and gives you 24/7 help and a quick response. It will provide you with multiple choice options based on your problem and will provide troubleshooting steps to fix any service issues.

🔶Social Media You can also get in touch via the messaging services on: Facebook, Instagram, or X (links at the bottom of the forum page).

[MightyQuinn]

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@Allan53 wrote:

You sent me a letter which I received today informing me that I have been refused my application for a new phone, I have not made a recent application for anything from you,  I suspect that someone is using my details to start a contract with you.I have changed my password for my sky account but I am worried that this fauls application will affect my credit score. 

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Hi @Allan53   Sky's advise https://www.sky.com/help/articles/financial-risk-and-security-advice

[Chrisee]

@Donzo that there was a hard credit search does not mean an order was accepted Sky have quite sophisticated systems so they don't get scammed. It is likely to be for a mobile device or phone rather than. Glass TV but keep an eye on your bank accounts etc and follow the steps here https://www.sky.com/help/articles/financial-risk-and-security-advice informing the authorities and your bank should help prevent repeats. 

Calling Sky is unlikely to help as you are unlikely to pass their security questions if somebody has set yp an account with your name and address as frustratingly data protection regs work against you.