To preface - I've been in a contract with Sky Mobile for over a year now with a data plan. I decided to take out a contract for a phone upgrade on September 27th, 2025.
When I was confirming payment details, I realized I made a mistake, or at least I thought I did with my banking information. I then called soon after to try and correct the information, and was assured via phone that because I already had a Direct Debit, that all would be well.
A week or so had passed, I had recieved my new S25 Ultra at this time. I noticed however, my predicted Direct Debit had not changed to reflect the new mobile contract, and instead was the same as when I was paying solely for the data plan. I called Sky again, and was again assured that it would change automatically. It was getting closer to the end of the month at this point, a couple days or so before my bill would be paid. I again called Sky, as my Direct Debit amount had not changed. I again called Sky, and the same thing was said to me and in fact I did not owe anything on my bill this month as the Direct Debit came out, or something to that effect. I'm sure the numerous phone conversation I made to Sky would clarify this (It was well over a month ago). In any case, I was assured that there was nothing to worry about.
About a week or so later, in early November, I recieved a message from Sky that I had missed a payment. Confused, I called up Sky once again and complained that the information I was given on the previous 3 or more phone calls to them that all was well with my Direct Debit and account. I paid straight away and was assured that because I had taken out the new contract in a month, it would not affect my Credit Score. It was explained to me that it was my banks fault, however, as I had made the payment and was assured nothing would negatively impact me, I didn't press the matter further.
Finally, my Direct Debit did change, to reflect the new phone contract and data plan. My bill came out normally on the 24th of November. However, today on the 29th of November, my Credit Score was updated. I checked it, and I lost a whole -91 points on Clear Score. I called Sky today again to make a formal complaint, because now this has affected my life in a very negative way. I am beyond frustrated and dissapointment with the misunderstanding and faith I placed in the Sky team to resolve this issue.
I had never missed a single payment before, and when I recieved the message that one had been missed, I paid immediately and got in contact. Being told it would not negatively affect me, I didn't press the matter further as I was again, assured all would be well.
On the phone call today, I was told they would look into my conversation to prove all this. Again, I would just like to post this to have a written account of mine before escalting matters if they are not resolved. I was also told to check Experian, and again, the missed payment came up too, and my Sky account is apparently been labeled as "delinquent". [removed] I will be following up.
Thank you. Kind regards, Jordan.
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