MR RENATO VATA

[VATA]

Hello,

I contacted Sky today to request a replacement SIM card after losing my phone. During the chat, your colleague advised me that I needed to make a payment of £15 before a replacement SIM could be issued. I made the payment immediately.

I also wanted to order a new phone. However, as soon as the payment was completed, the chat was suddenly disconnected and the assistant did not return.

I am now concerned and would like to know whether I was speaking with an official Sky representative or whether this could have been a scam.

Could you please confirm that my £15 payment has been received on my account and advise me on the next steps to receive my replacement SIM and order a new handset?

Thank you for your assistance.

Kind regards,

Renato Vata

[Daniel0210 · Accepted solution]

@VATA 
This is a customer ▶️ customer discussion forum where we try to assist other customers. You haven’t actually contacted Sky by posting here.

To my knowledge there is no charge for a replacement SIM card. 

[VATA]

Hello!

We've been notified that your payment method Visa [removed] may have been used for an unauthorised transaction. To help protect it from further unauthorised activity, you must complete a verification process for this payment method before you can use it again with Google.

Important note: If this payment method is used for a subscription or ongoing service, not completing this verification in a timely manner may result in an interruption of that service.

1.

Sign in to the [removed] page.

 

2.

On the payment method requiring verification, click Verify.

 

Thank you!

The Google Payments Team

[PandJ2020]

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@Daniel0210 wrote:

@VATA 
To my knowledge there is no charge for a replacement SIM card. 

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Indeed.  I wonder if they didn't understand and have ordered a new dataplan?  (Assuming it was Sky being contacted)

[VATA]

completely understand your situation, Renato. I'm really sorry, but our system is fully automated. If there's a debt showing on the account, I'm unable to process a replacement SIM for you. Could you please arrange for someone to make the payment on your behalf? Once that's settled, I'll be happy to proceed with sending out your replacement SIM. I apologize for this inconvenience, but I'm here to help in any way I can, and this is the necessary step to get your replacement SIM sorted. I hope this clarifies things ?

This charge is for Sky Stream, not for the SIM card. We'd never charge for an unactivated SIM. You're currently being billed for the SIM Only 1 plan, which was activated on 3rd July. I hope this explains ?

I now understand that the outstanding balance is for my Sky Stream service and that my SIM Only plan was activated on 3 July.

I need my phone number back as soon as possible because I rely on it for work and banking. I will do my best to arrange payment for the outstanding balance.

Could you also please help me with an affordable replacement device? If Sky offers any low-cost phones, refurbished devices, or payment plans, I would appreciate it if you could let me know what options are available.

THIS IS OURS CHAT

Once I have made the payment, can you please confirm that my replacement physical SIM will be sent immediately?

Thank you for your help.

Kind regards,

Renato Vata

Please send me the payment link, and once the payment has gone through, I'd like to proceed with the replacement SIM and discuss the low-cost handset options.

Thank you for your assistance.

Kind regards,

Renato Vata