Sent 2iphones without ordering them

[DMF3]

2 phones delivered with sims

didn't order them (delivered 11/04/25)

somebody ordered them without my knowledge

Made a complaint to sky

lady told me that she was escalating my complaint and I should hear by this Friday (18/04/25)

Post Office tried to collect the phones 3x with a prepaid label

Didn't give them the phones as didn't trust the labels came from Sky (I hadn't asked for returns label? 

Generic email sent by Sky saying everything was sorted

THEY HAVEN'T DONE ANYTHING!! 
£70 due to be taken out of my account on the 22nd April for these phones that I didn't order

what do I do now? 

[caesarome]

@DMF3 

If it might that someone has access to your account so have you ever responded to any emails saying your account needs updating ?

This is the advice on what to do from Sky:

https://www.sky.com/help/articles/account-takeover

If you receive an unexpected parcel from Sky get in touch with our customer services team immediately. We can give advice on what to do. Don’t send the parcel anywhere except our returns address.

We’ll give you pre-paid returns packaging to send the parcel back to us.

[GD1]

@DMF3  Please see this help guide regarding accout  takeover https://www.sky.com/help/home/your-account/support-with-fraud/account-takeover/articles/account-take...

[PandJ2020]

It's a common scam.

Either they've compromised your account (by reusing a password for example) or they've called and you've divulged information.

You were right not to return them - as the return labels would send the devices to the scammers (not Sky) and you'd be paying for them.

Whilst you have the phones you are not at risk but unfortunately it's too late to stop the payment from coming out of your account.

You need to follow the advice above very carefully!