Credit and fraud check failed twice

[DaveJBaker]

Hi,

tried to take out a new credit agreement online to swap a phone and day after order went through I had an email saying the order hade been cancelled. 
It said either it was cancelled for one of 3 reasons.

Sky takes your previous relationship with Sky into account. 
credit check failed

or fraud check failed.

I looked into both of these and have nothing in both. High credit score and nothing from CIFAS.

I called sky and explained and they did the order on the phone, all went through, only to get the same cancellation email the next day. 

I'm going round in circles here I've been a loyal sky customer for 20 plus years.

Any help appreciated.

Dave.

[Daniel0210]

@DaveJBaker 
It definitely seems like you may have failed one of the required credit check(s). For a sim deal it’s just a soft credit check, for a device there’s also an enhanced check. Any emails which confirm or cancel the order sometimes arrive out of sequence. See this link for Skys guidance ~
https://www.sky.com/help/articles/credit-checks-sky-mobile

Be aware that if you keep trying to order the device this could further impact your credit score. If you contact Sky they would be able to confirm that’s the reason your order was cancelled but not why you failed the credit check in the first place as they are not allowed to view your credit record. You would have to sign up to a credit reference agency like Experian or Equifax, which would give you access to your credit record.

Any upfront payment you’ve made should be refunded after about 14 days but recent posts suggest it’s taking a bit longer in which case you’ll need to call Sky to chase it up.

[DaveJBaker]

OK. Thanks. I'll sign up to a credit reference agency. Although I have never in 30 years been turned down by anything and have never missed a payment on anything either.

One thing is we went on holdiay to Greece in the summer ad had EU roaming passport on all 4 of our mobiles at £2 each a day, however on one day all 4 SIM's connceted to Albainia (Non EU) and I got charged £150! I called sky on our return, and although they wouldn't refund they said they could reduce our SIM costs for 12 months that would equate to £150 so overall we would not be out of pocket. It took several calls and a bit of complining. Could that have put a black mark againt my Sky account.

Just trying to think of all possibilities!

[PandJ2020]

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@DaveJBaker wrote:

 Could that have put a black mark againt my Sky account.

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Unlikely, unless you didn't pay the bill.

[DaveJBaker]

It's just automated standing order. Cheers.

[DaveJBaker]

Also I already have 4 credit agreements on all 4 phones, unless there is a max of 4???

[Daniel0210]

@DaveJBaker 

I think you mean direct debit. 

[GD1]

@DaveJBaker  There is no such thing as "Black Marks" on accounts, that is simply a myth.

You say you have excellent credit but have you checked?   Its not just about what you have with Sky or tenure, but also any other credit agreements, credit cards etc.

[DaveJBaker]

I've just done my score check on Experian and it is 999 out of 999? My CIFAS fraud check had one itme on it.

'Sky UK Ltd undertook a search on 20 Aug 2025 using your details - please contact Sky UK
Ltd for further information.'

I guess I can call Sky again, I don't know what else to do other than testing my credit by going elsewhere. I need to escelate at Sky and speak to somone high up, not just a standard call centre that will only try and order a 3rd phone!!!

[GD1]

@DaveJBaker  There is no escalation process, if the check failts it fails, it can't be overidden.

[DaveJBaker]

When I say Escelation I don't mean get the decidion overturned but someone at Sky needs to look into this.

[Daniel0210]

@DaveJBaker 

Sky won't look into it. As I said they are not allowed to view your credit record. As far as they are concerned their system tells them you a potential repayment risk. They won't know why.