Cancelling orders

[Megan161]

Had enough. Tried to purchase iPhone 15 4 times over the phone and online. Cancelled all 4 times, everyone we speak to avoids the answer to the problem. The credit agreement says it's signed, bank details filled out, so just sent the bloody phone. 

[caesarome]

@Megan161 

This might have happened if you have failed the second more enhanced credit check that takes place. You can call Sky to find out if this is what has happened as they can answer this for you but as Sky is not allowed to view your financial records they can not tell you why you have failed the check. You might want to look into this yourself by signing up to a site that allows you to view your records, one credit checking site they use is Experian so you could sign up to a free trial with them, just remember to cancel.

If this is the case then any upfront charges that you have paid should be refunded within about 14 days.

[Megan161]

Okay but what I don't understand is that the man I was speaking to said our credit agreement was fine, so why couldn't they say there was a problem

[caesarome]

The man you were talking to can not and will not have access to your private finical data so can't say if you will pass the credit checks or not as he was probably referring the just the agreement.

[Pompey73]

Hi Megan (Everyone & Anyone),

Im responding to this post as I have nowhere else to vent......

This has happened to me as well, I have tired to order 4 phones for my family now five times and the orders get cancelled every time.

I have escalated the situaiton to Sky's Fraud Centre, their Mobile Escalations Team, the Cusotmer Retentions Department and the Customer Services Department - all of which are foreign call centres (not that that should matter), and despite all of this, not one person can tell me why this is happening or solve the situaiton for me.

The call centres eventually raised internal forms which requested 'credit clearance notices' on our account, cleared the orders, made notes on our account that the orders were actual 'bonafide' orders and not scams. But all five orders still failed again when I signed the CCA's.

The foreign call centres, are only trained on relaying the scripted communication, upgrading your existing package or taking new orders. When confronted with an actual issue that requires 'outside the box' thinking or information that is not on thier script they have nowhere to go and either pass you from pillar to post or place you on hold while they 'check something' then cut you off after a long wait.

I have also been with Sky for years and years, we have just ordered 2 sim contracts with them, I bought an ipad with them for our daughter for Christmas this year, we have Sky TV, Sky Q, Sky Broad Band and our home phone line is through them. the fact that we cant order four  phones is absolutely ridiculous.

When I try to buy the 4 new phones for our family (Me, wife, son & daughter) everything goes through fine, deposit and credit check etc, we get sent the new credit agreements, I sign the CCA's and the orders get cancelled within a few minutes.

I just want to know why this is and then I'm going to cancel absolutely every product and agreement that I have with Sky.

Sky, your call centres in India and South Africa have fallen extremely short on knowledge, care and the wherewithall to sort the issue out. Please give them the tools they need to sort issue like this out.

This is not a case of a bad credit score or bad history, my credit score is a maximum 1250 with Experian.

If anyone from Sky ever reads this post, and who actually give's a toss or who can actually do something about the appalling way this has and is still being been dealt with - please contact me.