Fraudulent purchase if iPad still being charged

[mmckenna]

There was some fraudulent activity on my account where someone got access to my account and an iPad Pro was purchased along with a Sky Talk eSIM.

I contacted Sky straight away and they assured me at the time that they would cancel the eSIM (which they did) and that I should not accept delivery of the iPad.  It would then be returned and I would not be billed.

As instructed I refused delivery of the iPad.

My account was then locked as the Fraud Investigation team were looking into my account.

I tried on multiple occasions to speak to an agent but they were unable to access my account.  The Fraud team is a black box that nobody seems to be able to speak to internally.

I am now receiving emails (quite threatening) that I have overdue payments, that I will be reffered to a debt collection  agency and my credit rating will be impacted.

As of two days ago I can access my account but there has been no communitcation from Sky (fraud team or otherwise). The customer serivce agent said they have escallated it back to the fraud team but I have no idea what is going on.

There is an iPad on my account with an outstanding balance of in excess of £1500 for something I didn't accept delivery of.

Does anyone know how I can resolve this?

Thanks

[MightyQuinn]

Hi @mmckenna   I think that we we can do is point you to the Sky help page.

https://www.sky.com/help/articles/account-takeover

If you haven't already done so, I would open up a formal complaint https://www.sky.com/help/articles/how-to-make-a-complaint

[PandJ2020]

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@mmckenna wrote:

I am now receiving emails (quite threatening) that I have overdue payments, that I will be reffered to a debt collection  agency and my credit rating will be impacted.

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They are automated - don't be offended by them.

However, looking at similiar issues on the forum this can take many weeks to resolve.