Scammed account.. The worst support team ever.

[RobbieB1985]

Two weeks ago, I received multiple emails saying that my order for x2 samsung S10 ultra tabs w/accessories was being delivered the  following day.... I hadn't even opened my app in the last month, let alone make an order??

Thinking this must be spam, I opened up the app and there was indeed an order for this.

I immediately rang Sky to inform them that I believe I had been scammed. They told me that they were aware and my account had been locked from their end, and was being investigated by their investigations team who would be in touch.

The following day, a guy rings me from some complete unknown number and asks me questions about my account, like 'did i make the order, who has access' etc. He then gives me options to send the devices back. I tell him that I will send the devices once I receive the QR codes he tells me he will send via whatsapp.

This doesn't happen though, and the next few days are him telling me he's sending them and also telling me he will send them when im at the post office???? 

That afternoon, a royal mail driver is stood outside my house to collect the tablets for return, but im not in and see this on my doorbell.

I receive nothing the next day and I write back informing him that unless I receive an official email regarding the return of the devices and confirmed closure of this mobile account, I won't be sending them. He agrees and tells me he will contact the relevant team to get an email drawn up and we process the return after... Still nothing for another day.

The next day, royal mail knock on the door will a label to collect the package. I check the label and it is going back to Sky Returns, so rightly or wrongly, I hand the package to the royal mail driver who puts the label on.

This happened on Saturday, and we are now on Tuesday. The new contract on my account has not changed, my credit file now contains a new line of credit against these devices, and I still haven't received a sherd of official word from Sky about this issue or what to do.

The guy ringing and messaging me from their 'investigations team' seems completely incompetent and has fed me nothing but lies since speaking with him for the last week and a half.

I have sent a letter of complaint to Sky which I still havent received a response.

I know it may seem that i'm jumping the gun, but I cannot afford these new items even as 4yr contracts, nor can I take a hit on my credit, but I've jumped through hoops to get help and so far have received none. 

The general Sky team claim that they cannot do anything from their end as it's being investigated...

Please help!

Rob

[MightyQuinn]

Hi @RobbieB1985   Did you consult Sky's help page: https://www.sky.com/help/articles/account-takeover

[RobbieB1985]

The Royal mail driver had a QR sticker which had Sky Returns at the top, not Sky Mobile.... 

[MightyQuinn]

Hi @RobbieB1985   If you fully read that link it says:

Good to know: We’ll never send anyone to collect a parcel that’s been delivered to you. Be careful when speaking to a potentially fraudulent person.

What proof of identity did this Royal Mail person show you. Did they give you a receipt for the collection?

[Daniel0210]

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@RobbieB1985 wrote:

The following day, a guy rings me from some complete unknown number and asks me questions about my account, like 'did i make the order, who has access' etc. He then gives me options to send the devices back. I tell him that I will send the devices once I receive the QR codes he tells me he will send via whatsapp.

This doesn't happen though, and the next few days are him telling me he's sending them and also telling me he will send them when im at the post office???? 

Scammers will go to extreme lengths to obtain the goods that they've ordered and have been delivered to you. You did the right thing in calling Sky.

This caller that rang you… did he go through the security questions to verify you were the account holder, like asking for your telephone password? 

In other words, were you 110% convinced that he really worked for Sky and you haven't inadvertently sent the devices to the scammers? 

If the phones were 'returned' on Saturday they certainly won't have been processed yet. It takes more than one working day. 

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[Daniel0210]

@MightyQuinn 

Our posts crossed. My thoughts exactly. 

[RobbieB1985]

At this point, I think I may have been scammed. 😞😞

The Sky Investigations guy only asked my basic information. 

I thought checking the sticker the royal mail guy had would have been enough when it said SKY RETURNS, but i really don't know who's real and who's not now.. 

I thought i was clued up on this kind of thing.

If the guy wasn't legit though, it would beg the  question, why haven't the official Sky Investigations Team contacted me in over a week now? 

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@Daniel0210 wrote:

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@RobbieB1985 wrote:

The following day, a guy rings me from some complete unknown number and asks me questions about my account, like 'did i make the order, who has access' etc. He then gives me options to send the devices back. I tell him that I will send the devices once I receive the QR codes he tells me he will send via whatsapp.

This doesn't happen though, and the next few days are him telling me he's sending them and also telling me he will send them when im at the post office???? 

Scammers will go to extreme lengths to obtain the goods that they've ordered and have been delivered to you. You did the right thing in calling Sky.

This caller that rang you… did he go through the security questions to verify you were the account holder, like asking for your telephone password? 

In other words, were you 110% convinced that he really worked for Sky and you haven't inadvertently sent the devices to the scammers? 

If the phones were 'returned' on Saturday they certainly won't have been processed yet. It takes more than one working day. 

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[Daniel0210]

@RobbieB1985 

We aren't trying to put the frightners on you but it's possibly what's happened.

With any calls from 'Sky' (especially unexpected calls) if the caller asks for your telephone password to confirm you're the account holder (which I would expect a genuine Sky agent to do) initially give an INCORRECT one on purpose. If the caller doesn't challenge it then you know it'll be a scam call.

[SKY1992bf]

@RobbieB1985  unless you're spoken to sky yourself since by contacting them directly yourself and reported it sky won't know you have been scammed 

[RobbieB1985]

I did that. They are the ones that told me someone from investigations will be in touch 

[PandJ2020]

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@RobbieB1985 wrote:

At this point, I think I may have been scammed. 😞😞

I thought checking the sticker the royal mail guy had would have been enough when it said SKY RETURNS, but i really don't know who's real and who's not now.. 

Yes, you have returned the phones to the scammers and not Sky.  I'm not sure whether Sky can write this off but you may well be liable.

[Daniel0210]

@RobbieB1985 

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@RobbieB1985 wrote:

This caller that rang you… did he go through the security questions to verify you were the account holder, like asking for your telephone password? 

In other words, were you 110% convinced that he really worked for Sky and you haven't inadvertently sent the devices to the scammers? 

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