Scam Call

[Steve+Fells]

After 6 attempts to get 2FA removed from an email account, all of which were going to be fixed in 24hrs by the way I resorted to posting a message on Facebook. Had a call from Sky Enquiry Response Complaints Desk saying it had been escalated to the them and I was due compensation. Talked me through downloading a payment app called LemFi so played along a little while as I realised where it was going. Started asking really stupid questions and he became more and more aggressive so hung up in the end. Be careful not only are Sky incapable of fixing issues you might get scammed trying to get a standard level of service. Shocking.

[GD1]

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@Steve+Fells wrote:

After 6 attempts to get 2FA removed from an email account, all of which were going to be fixed in 24hrs by the way I resorted to posting a message on Facebook. Had a call from Sky Enquiry Response Complaints Desk saying it had been escalated to the them and I was due compensation. Talked me through downloading a payment app called LemFi so played along a little while as I realised where it was going. Started asking really stupid questions and he became more and more aggressive so hung up in the end. Be careful not only are Sky incapable of fixing issues you might get scammed trying to get a standard level of service. Shocking.

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I'm afraid it wasn't sky that contacted you, sky would never ask you to download any apps for any reason (that is a big clue & massive red flag).  You were contacted by scammers.

[caesarome]

@Steve+Fells 

There is no way that the call was from Sky but was from scammers who probably wanted access to your device if they wanted you to install dodgy software, apart from that did you give them any details that they asked for ?

[Mark39]

@Steve+Fells compensation for a free service - I don't think so! You're right, a scam.

DId you not keep a note of your Recovery Code as Sky recommended? You could use that to turn off 2 step verification instantly yourself.

[Steve+Fells]

No realised it was a scam and strung him on a bit but plenty of people wouldn't. All they want are their problems fixing which Sky are incapable of doing so resort to platforms like Facebook to try and get something out of them. 

[Steve+Fells]

Nope. A Sky customer for nearly 30 years so that went a long time ago unfortuately. They can reset it I don't know what the issue is I'll keep calling maybe I'll drop on someone that understands what I'm talking about at some point but I doubt it.

[Steve+Fells]

I realised it wasn't but plenty wouldn't. Shocking customer service from Sky and people end up on platforms like Facebook just to get their problems sorted which don't but end up getting scammed.

[Mark39]

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@Steve+Fells wrote:

Nope. A Sky customer for nearly 30 years so that went a long time ago unfortuately. They can reset it I don't know what the issue is I'll keep calling maybe I'll drop on someone that understands what I'm talking about at some point but I doubt it.

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2FA has been around for less than 2 years. Yes, Sky can turn off 2FA, but it requires the front line customer adviser you're speaking to, to know who they have to refer it to (they can't do it themselves), which, as you've discovered, is a bit hit and miss!

[Steve+Fells]

Their system is broken and you shouldn't have to rely on pot luck to get it fixed. In the meantime this is exposing customers to potential scams for airing their frustrations on social media bcause the official route is so bad. Maybe staff training should concentrate on their escalation procedures rather than trying to sell the latest Google Pixel at a knock down price.