@AnnieL1
You will need to call Sky so they can start an investigation into why this has happened and you should note that this can take a number of weeks to be completed.
150 is the free number to use from a phone that has a Sky mobile sim in it or Sky Talk phone otherwise under "Need more help ?" link at the bottom of the page on this link is the number to call Sky on:
https://www.sky.com/help/home
Try saying nothing when spoken to by the bot.
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