Failed ‘Security Check’

[DisplayName437]

I have failed the security check for Sky Mobile  even though I have 999 Excellent Expedia rating, and Very Good Equifax rating. The Equifax report also shows no fraud investigations, and both reports show nothing negative.

 Timeline of events:

5th Aug applied for mobile contract, received a call stating not in stock, so I cancelled the order.

22nd Aug ordered a Sky Mobile SIM only contract, which activated 26th Aug.

26th Sep ordered second Sky Mobile SIM only contract, which failed due to security checks. Sky advised me to read credit reports for reason. There are no negatives on my credit reports as above. Sky claimed they would look into this and be in touch within 3 working days, which they haven't.

1st Oct Ordered mobile contract through affordable mobiles and was cancelled due to security checks. Again, told me it was credit report problem.

 Contacted O2 as I have a contract with them, and they advise there are no red flags on my account.

 Contacted Sky Mobile two more times; first the agent said the back office team would never look into this, the second saying the back office team would look into it, and for me to wait a few days (again).

 I've never had credit refused before, and a homeowner, and have always paid every credit agreement/bill on time. I also have worked in a field where we were trained to read credit reports. There really is nothing bad there.

 What's going on??

[caesarome]

I don't know why you keep being told that Sky will look into this as they can not as they are not allowed to access your financial records as only you can access these. Other things to check are that your address and personal details are correct and that there are no spelling mistakes anywhere.

[Daniel0210]

@DisplayName437 

Unfortunately 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. 

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 contact Sky to chase it up.