Refund delayed and reason for the cancellation not stated.

[bolajibukolaobi]

Good morning, everyone. I applied for an iPhone over a week ago but was cancelled. A mail was

received to that effect but the reason for the cancellation was not stated.

Till now, I haven't received any refund. I have called a number that was written in the mail, I was told the have applied for the refund, that I should wait for few days. I have also chatted with virtual assistant that doesn't help at all. Please kindly help to look into this and also help with the right customer care number to call. 

Thanks you in anticipation 

[Daniel0210 · Accepted solution]

@bolajibukolaobi 

The reason for such a cancellation is 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.

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 call Sky to chase it up.

To call Sky dial 150 (free) from either a Sky Talk landline or a Sky mobile. Alternatively use this link…
https://www.sky.com/help/home
UK customers: Scroll down and click on ‘Need more help’ leading to a number starting 0333.
ROI customers: change the flag in the bottom right corner of the link to the ROI flag then scroll down and click on ‘Need more help’ to see a dedicated ROI number. (Customer Services in the ROI are not open at weekends).

The forum filters don’t allow the posting of full phone numbers on here.