identity theft

[Kal791]

Hello,

I just received mail through the post indicating that someone used my address and similar name to mine to open an account and ordered two phones from sky mobile.

I have been recently vicitim of identity theft and they ordered other items from different retailers

Who can I contact at Sky to report this fraud please?

Thanks

[63johnw · Accepted solution]

Hi @Kal791  use the link below and scroll to need more help at the bottom, there is a number there you can call but I am not sure how much help they will be as they will want to speak to the "account holder". 

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

[Daniel0210]

@Kal791 

You may wish to report it the Action Fraud. They don't 'investigate' fraud themselves but collate patterns of fraud. If they find a line of enquiry they can pass it to your local police for consideration of them investigating. 
https://www.actionfraud.police.uk

[Kal791]

Hi @63johnw 

I found a number in the "Need more help?" menu on that page and they got me through to the fraud department at sky and it's being taken care of. Thank you very much for your help

[Kal791]

Hi @Daniel0210 ,

That's been done last week but I only received the mail through the post yesterday (royal mail....)

Thank you very much

[AndyCr15]

@Kal791  I wonder if you could share the number for the Fraud team.  I received a phone I didn't order, Sky are not being very helpful and in fact I've now received a demand from a Debt Collector, despite me raising this problem with them within an hour of receiving the phone, two months ago.  (And contacting them five more times)

[Daniel0210]

@AndyCr15 

Any direct dial number for a specific team wouldn't be allowed on here. 

[PandJ2020]

@AndyCr15 have you returned the phone to Sky?

[Kal791]

Hi,

The number I found back then seems to have been removed from the website, so I am not sure if it's still active

I looked into the call history on my phone and I found:

(removed)

I asked the agent to redirected my call to the sky fraud department 

Did you report the incident to the action fraud: https://www.actionfraud.police.uk/

MODERATOR NOTE: Numerical information removed.

[caesarome]

@AndyCr15 

You could using the links at the bottom of this page:

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

[Kal791]

I am not able to post the number here as it deletes it but it's most likely the same sky support number you've used. When I called I asked to be redirected to the fraud team. it ended with 1053 or 4306

Did you report the incident to the actionfraud police

[AndyCr15]

To answer some questions, I've still got the phone.  I'm trying to return it, but keep just getting told 'someone will contact you'.  It's still here in its box...

I've only today been told to contact Action Fraud and this was by the debt collector, Sky had never told me to do so in the last two months.  They're not open until Monday, so I will call them on Monday and hopefully receive a crime number.

I'll take a look at the account take over, thanks, although now I'll wait until I've called AF before I do anything more.

[virtuallydoes]

Did you get a resolution? Three weeks ago I was the victim of identity theft. I immediately reported the fraud to Sky but 1.5 weeks later, despite reporting it, they set up a direct debit and took money from me which the bank has had to return. I've been chasing Sky and spoken to circa 6 people and despite being told they will call me within two hours or on two specific dates they still haven't called me. I have their mobile phone and sim card which I don't want, they have charged me monthly fees for. They say they want the phone back but won't arrange a courier, etc. They tell me I have to be patient and wait for the team to handle my case but they won't tell me how long. My mental health is struggling as I'm scared someone will try and get this phone and Sky tell me I shouldn't tell them about my mental health issues despite them being the cause of them. I need this to end.

[AndyCr15]

Yes, I found out I have to report the issue to 'Action Fraud' - https://www.actionfraud.police.uk/ 

They will issue a crime number which can be given to Sky.  I was receiving debt collection letters from a company called PastDue, so I called and gave them the reference number too.

I finally then got a call back from Sky's Fraud team and they sent me a package I could return the phone in.  All is cleared up now, but it took almost 3 months.