Identity theft

[Char64]

my mums identity was stolen to open up a mobile phone contract in her name , I want to know why sky didn't do the correct checks ? To stop this fraud from happening and that a credit check was obviously made and this should of been unsuccessful plus why wasn't it flagged when my mum is English and the person who opened the account and made an email address in a Asian persons name . And when reported it straight away once we realised that it was a scam we was told the account would be frozen the person who has the phone wouldn't be able to use it or spend on it and someone would be in contact. No contact and 2 separate bills of £26 pound was sent in the post then another letter of over £900 and then a letter stating £52 needs to be paid it's now gone to debt collection!! 

why on earth has this happened and why was the account not frozen like we was told?! She is 73 yrs of age and this has caused her extreme distress and upset because she is extremely vulnerable due to being a late widow and no one is getting in contact and bills are being sent through ! It's up to sky to sort this out according to action fraud and correct this IMMEDIATELY! It's not fair leaving a 73yr old women in distress daily not knowing if more debt collection letters will come and they won't do anything unless they have a action fraud ref number . Plz sky can you help us and sort this out and the fact it's that easy to open up a phone contract I think you need higher security and protection for your customers. 

[Daniel0210]

@Char64 
l’m afraid you aren’t speaking to Sky Customer Services by posting on here. This is a customer ➡️ customer discussion forum where we try to help other Sky customers. Any answers you want from Sky won't be provided here.

It's very early in the morning and I've read the very long post twice. I can't see anywhere what's actually happened to the iPhone. Having contacted Sky did they send packaging in order for you to return it to them? Make sure the packaging is really from Sky and NOT from the scammers. 

Sky will investigate this but it's probably not something that is going to be resolved in a couple of days or weeks even. 

[GD1]

@Char64  Your not contacting Sky Customer services by posting here, this is a customer led community.  Please see this link https://www.sky.com/help/articles/account-takeover

The scammers have likely gained access after obtaining the account details from the person concerned such as calling them and offering to lower their bills, once they obtain the account password and login details Sky can't know that scammers have accessed the account.

PS spamming the board with multiple posts regarding this issue won't get you a quicker resolution, these posts have been removed as you have received a reply to this thread.

[Char64]

I wouldn't of thought posting helpful information would be classed as spamming? My information has now been successfull and has now been dealt with the debt has now been removed and account has been closed 

[Char64]

I've just looked at another post , sky do message you on here and it can be sorted out as someone else has just had help by posting on here so I don't understand why your saying that sky employees don't see. These posts or help you by posting in these discussions??

[Daniel0210]

@Char64 

Glad your issue is sorted. If you're referring to the help via the Messaging Team on here that has been unavailable for a couple of months now and we have no timeframe for it's possible return.