Mobile Phone with data plan application is refused based on what?

[Lilly7]

Yesterday, we applied for the iPhone 17 Pro Max and a data plan. This morning, we received an email stating that our order was cancelled, but no reason was provided. We know this is not due to our financial status, as we recently received mortgage approval. Maybe biggest bank of Ireland is not doing the job well 🙂

After calling customer service, we were told the 'fraud check' had failed. There was no further explanation, no reasoning, and no communication.

I really want to know: how many minutes or seconds did your team spend on this analysis? Based on what criteria? When speaking with some stores, we were told they have seen many refusals for non-EU customers.

I have never seen a company of this size show such a lack of transparency.

Can a Sky Employee here escalate this for a manual human review under GDPR Article 22, as the automated fraud check is clearly incorrect? If it is automated for sure 🙂

[Daniel0210]

@Lilly7 
You haven’t contacted Sky by posting here. This is a customer ▶️ customer discussion forum where we try to help other customers.

Nothing will be escalated as a result of your post. Credit checks are based on many things and recent mortgage applications will have also impacted your credit score.

See this link for Skys guidance ~
https://www.sky.com/help/articles/credit-checks-sky-mobile

Be aware that if you keep trying to order the device this could further impact your credit score. 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. You would have to sign up to a credit reference agency like Experian or Equifax, which would give you access to your credit record.

Also perhaps check that Sky have the correct spelling of your name.

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.

This link may also prove useful
https://www.sky.com/help/articles/sky-credit-builder

[TimmyBGood]

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@Lilly7 wrote:

Can a Sky Employee here escalate this for a manual human review under GDPR Article 22

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No.  If you wish to make a Subject Access Request or another challenge under GDPR then you'll need to do so yourself: this cannot be triggered by a forum post.