Cancelled Credit Agreement

[Alex2513]

I've been trying to place an order for a device via the Sky Mobile store for about a month now, but my credit agreement gets cancelled each time shortly afterwards. Sky support kept advising me that I wasn't filling in the form correctly. I have since discovered that Sky filed a fraud marker against my name with Cifas and I'm now automatically refused credit. Cifas have advised me to speak with Sky to have it removed, but there is no option to speak to Sky Mobiles Fraud Team or anything similar. The regular customer service team have not been particularly helpful with this matter.

Does anyone know who is best to contact at sky about this?

[caesarome]

@Alex2513 

There is some info under "Your credit file" at the bottom of this page:

https://www.sky.com/help/articles/your-credit-file

[JA101]

Hi, have you had any update on this? I have had exactly the same thing happen to me.

[Carl19641]

Why can I not cancel 4 phones off my  account which are out of contract

[caesarome]

@Carl19641 

If you have finished paying for these phones then as they belong to you they can not be cancelled.

If you mean why they can not be removed from your account, this is because only phones returned to Sky are removed. As they belong to you they they do not count as a device on your account.

[JA101]

Hi Alex, sorry for long response but I hope this helps you!

I had the exact same issue as you. I ordered IPhone 17 pro max cosmic orange, no issues. After 5 weeks was persuaded to re order on the phone for a quicker delivery. The second order failed and the employee immediately re-ordered. This meant I had 3 iPhone orders on my account, 3 searches and my credit then rejected. I was made aware about this 'CIFA's' marker and that Sky may have seen this as potential fraud.. crazy I know, when it wasn't even me. Anyway, after chasing this for a whole week, I finally got told to contact the accessibility team. I called and asked for Accessbility team. The lady was extremely helpful and explained everything to me. She completed a form to remove this with the credit agencies for me! Hopefully you manage to sort it! PS I went to my local Apple store today, completed the credit check within 5 minutes and left my local store with the new iPhone pro max in my hand. 0% finance too, may be worth looking into if no luck! All the best.

[Alex2513]

Thanks all for your comments, just a little update as this is still ongoing but being looked into at Sky...

As I was struggling to contact anyone at Sky who understood what the issue was, I contacted the Data Protection Team using the info on Sky's privacy notice. The team referred my request to another team at Sky who got in contact straight away to speak to me. They have said they will have to unpack all the checks manually to understand what is causing it to fail and have confirmed that it is not failing due to the Cifas record. I'm hoping to hear back from them by the weeks end...