New contract/cancellation

[Nicola+dalby]

Hi there I was wondering whether you guys could help i placed an order for the new iPhone 17 and watch to go with it i got emails to say it has gone through then another one to say it had been cancelled I'm being charged £80 tomorrow for it yet ive not received anything as of yet do I ask for a returns label just incase as I was told it was cancelled what do I do??

[Daniel0210]

@Nicola+dalby 
It’s possible you may have failed one of the required credit check(s). For a sim deal it’s just a soft credit check, for a device there’s also an enhanced check. Any emails which confirm or cancel the order sometimes arrive out of sequence. 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.