Suspect Fraud on Account which wasn't fraud

[sambino]

I have an Apple IPhone purchased via Sky which is now paid for. I got an option in my Sky to upgrade it which I tried to do. 

To my surprise the order was accepted then later rejected and I received a letter from Sky saying it was suspected fraud and not to worry. Ive done this before with no issues.

Since then my my sky can no longer make any mobile changes or order a new phone. I have tried to speak to the correct team to get this unblocked with no progress being made. I have rung 3 times at least. Each time someone has tried to sell me a new phone!!

If this is not sorted soon I will be moving to another supplier. It is also affecting my TV account. Im struggling with basics like rolling data between sims.

Any advice to resolve the issue ?

[caesarome]

@sambino 

If you have got nowhere when calling Sky then there is very little you can do other than to register a complaint by filling in this online form:

https://www.sky.com/help/complaints

[63johnw]

Hi @sambino  for future reference once a device is paid off you can no longer upgrade, you just order a new device.