Account blocked due to fraud

[Mumble1234]

Oct2024 received email cancelling an order which i did not place, got intouch and told to contact police abd bank, all clear with them, we then asked for an upgrade on phone, order placed and then cancelled 1hr later, get in touch and told account blocked due to fraud, weekly calls to sky and still blocked, 27/1/2025 told to contact CIFAS filled a form and they contacted us on the 29/1/2025  stating there had been fraud attempt on our account but nothing to do with us, so get intouch with Sky, they will have the information from us basically straight away, upteen calls to Sky later, promising us the earth, account still blocked. Help please

[Daniel0210]

@Mumble1234 

We are fellow customers here so it's not something we can really help with. If it drags on you could consider making a complaint 

https://www.sky.com/help/articles/how-to-make-a-complaint

[Mumble1234]

Yes i could but cant seem to find complaints procedure for mobile phone contracts. 

[Daniel0210]

@Mumble1234 

That link covers all Sky complaints so call, message, email or write. 

[SKY1992bf]

@Mumble1234  The details on the link provided by @Daniel0210  covers all services 

[Mumble1234]

Ok i cant seem to get past sky tv  etc. Will have a look again thanks for your help

[Daniel0210]

@Mumble1234 

Don't bother looking at the section about Programming Complaints. Click on one of the 4 contact options and more information will appear further down the page.

[Deano17]

I’m in a similiar situation.  Had a new phone arrive which had fault software. Called sky who sent me a new one. BUT, instead of replacing the faulty one the guy started a whole new contract.  The next day the new phone arrived but was blocked by fraud within 2 hours. This was over a week ago.  Spoken to loads of people who have each on seperaye days said it'll be sorted within 24 hours.  8 days later still blocked.  

please help 

[caesarome]

@Deano17 

You will need to follow the advice given already and that is to put in a complaint:

https://www.sky.com/help/articles/how-to-make-a-complaint

[GD1]

@Deano17  The replies above apply to you also 

[Deano17]

Do you really think I haven't tried that in 8 days? 

[Daniel0210]

@Deano17 

We won't know what you've tried already.

If you've submitted a complaint Sky will have up to 8 weeks to reach a suitable solution.