I’ve been scammed, reported to Sky four times and still getting demand letters!

[JP2034]

Back in July, I was scammed and the scammers set up a Sky mobile account in my name. Fortunately, I made contact with my bank pretty quickly but that didn't stop the Sky mobile account being set up. I rang Sky to notify them of the scam and hoped that would be the last of it. Sadly not! I keep receiving demand letters for outstanding amounts.

I contacted the fraud agency and was given a reference number, and rang Sky the same day to provide that number. I was told someone would ring me back within 24 hours. Nobody rang, so I thought the matter had been dealt with and closed.

Four days ago I received yet another demand letter, threatening to refer me to a debt collection agency. (I've already received two debt collection letters previously, and have spoken to the debt collectors, advising them of the situation.) I rang Sky AGAIN(!) to remind them of the situation, and was told that someone would ring me back within 24 hours.... that was four days ago, and I'm still waiting to hear from them.

Can anyone please offer me any advice on how to wrap up this whole debacle as I'm getting stressed out with the ongoing contact from Sky. They just don't seem to want to acknowledge what is happening and are only interested in chasing outstanding debts, which don't belong to me!

[63johnw]

Hi @JP2034  you could try a formal complaint ?

https://www.sky.com/help/articles/how-to-make-a-complaint

[JP2034]

Thanks for your reply John, I'll give that a go. Here's hoping.

[PB100]

This has just happened to us today my wife has had a letter from sky about a credit agreement which she hasn't taken out which she obviously hasn't it's for a phone and is in arrears nonpayment, we have been round the houses tonight with sky various people located in India , we think we have spoken to sky totally unsure to be honest if it was ? Then said it's raised with risk and compliance department expect a call in 48 hours ? 

[caesarome]

@PB100 

Advice here:

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

If you receive an unexpected parcel from Sky get in touch with our customer services team immediately. We can give advice on what to do. Don’t send the parcel anywhere except our returns address.

We’ll give you pre-paid returns packaging to send the parcel back to us.

Try the options at the bottom of this page to eventually find a number to call them on.

[PB100]

It's not an account take over she has never had sky mobile or any dealings with them and I mean never , we also haven't had a package , she got a letter today about non payment , this is totally a identity fraud we have checked all single and joint accounts and no new DD have been set up. But someone has set up an account in her name and address !! Sky as good as useless , we have reported to action fraud tonight as well , a number to speak to a person in this county would be good this is very concerning and having outstanding debt on her name and address will effect her credit score , 

[GD1]

@PB100  The advice above posted by @caesarome still applies as does the contact details.

[PB100]

No it doesn't sorry to say , does it hibe me any direct number for a fraud team to actually speak too no , lots of talk about how to protect yourself etc no number to ring , however what you and everyone else at sky seem to me missing is she never set the account up on the first place someone has Simpley used her name and address to get what they want , the links are just words to be honest useless we have reported to action fraud but reading online this is sky mobile  riddled with this kind of thing and no one at sky mobile listens or does anything about it , very concerning 

[PB100]

I have just read all that rubbish and there is not one telephone number or any contact details to actually speak to sky ! Sky are an absolute joke , lots of advice and what to do but not one contact details when we ring sky need to entry sky account details which I say again apart from her name and address we know nothing about the account that's been set up,, and to beat it all the guy last night said he would send us a text to the mobile, which we don't actually have or have ever seen and never had a parcel delivered here then asked to post it somewhere else so frustrating and sky do nothing 

[PB100]

@JP2034  can I ask how this has progressed as my wife is now in the same situation , and help and advice I. Getting hold

of sky would be great many thanks in advance 

[Caro80]

I have had a similar experience!!! Beginning of August someone got into my sky account and set up a new number - basically I was told it was a sim clone.  My account was and still is suspended.  I have been told on numerous occasions that sky will call but never do - every time I phone them they say it's with the fraud team so only they can help. It's ridiculous and am helpless basically!!!!

[GD1]

@PB100  In case you've missed the clearly printed statements on our posts, we are NOT Sky employees.

You are talling to customers who are taking them time io help other customers.

I present to you the option to contact Sky as per the link posted:

Simply click through the link then click on Call us, you then get the number to call Sky, did you try this?

[PB100]

No I didn't miss them I totallly understand your not sky employees, the links provided are just information, has I say we went thru all that last night but the first stumbling block is enter your sky account details which we don't know as it's not been set up by us ! So we hold on the line eventually got thru to India and said that it's passed to the risk & something department and there is nothing else they can do ! And reading on line include now a recent post here they never get back to you , I know your trying help but unless I can speak to sky fraud team this is pointless 

[Daniel0210]

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@PB100 wrote:

but unless I can speak to sky fraud team this is pointless 

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@PB100 

There is no direct route to that department. All contact needs to go through the general contact methods I'm afraid. 

[JP2034]

Morning PB100.

sorry for the delay in responding.

The debacle continues I'm afraid! I recently received yet another phone call from BPO Collections, the debt collection agency purporting to be acting on behalf of Sky. [removed]

Following the last call from BPO which, I might add, was from a member of staff who was extremely rude, I emailed Sky complaints (again), this was email number four. I copied in BPO, the CEO of Sky and the financial ombudsman. That was a week ago today, and still I haven't received a response from any party, apart from an automated response from the financial ombudsman. I have advised Sky that if I don't hear from them by Monday 13 October I will be raising a formal complaint with the financial ombudsman. If you would like me to share a copy of the email I sent I'm happy to do so, please let me know,

[removed]

I hope the above helps.

Julie

Moderator Actions: Removed unfounded allegations