topic Re: Still waiting on refund for returned MacBook. in Sky Mobile

Still waiting on refund for returned MacBook.

Glasguy — Mon, 27 Jan 2025 09:39:06 GMT

Why the long delay in processing my refund for a MacBook Pro that I returned under the cooling-off period over 8 weeks ago on 2nd December 2014 ?

Despite adhering to all return policies and making several follow-up phone calls to your customer service team informing me that it will be refunded within 5 working days and faults with systems, I am yet to receive my refund. This delay is highly inconvenient and disappointing, especially considering your company’s reputation for customer service.

I kindly request that you investigate this matter and ensure that my refund is processed without any further delay.

Re: Still waiting on refund for returned MacBook.

daveNOS — Mon, 27 Jan 2025 09:46:43 GMT

@Glasguy Is the amount owed showing as a credit on your account? If it is we can possibly get the community team here to help process the refund, let us know if it does show as a credit and if you want your post escalating.

Re: Still waiting on refund for returned MacBook.

Glasguy — Mon, 27 Jan 2025 10:15:38 GMT

Yes, the account has been credited; however, I still have not received the funds. I would appreciate it if you could escalate the issue. Thank you.

Re: Still waiting on refund for returned MacBook.

daveNOS — Mon, 27 Jan 2025 11:07:21 GMT

@Glasguy I've escalated your post to the community team here, they should contact you either by private message or via a chat bubble which may appear towards the bottom of your screen, it won't be intstant and once initiated you have 48 hours to respond, the refund can take 3-5 working days once actioned. If you receive any private messages please make sure they are from the genuine Sky staff here by making sure they have the Sky employee tag below their username.

Re: Still waiting on refund for returned MacBook.

Greenfingers001 — Mon, 27 Jan 2025 14:15:27 GMT

Thanks for escalating this. We’ve sent @Glasguy an invite to chat.

Re: Still waiting on refund for returned MacBook.

Glasguy — Tue, 11 Feb 2025 19:59:56 GMT

Despite multiple assurances from your customer service team that my refund is being processed and will be credited to my account within 3 to 5 business days, several weeks have now passed, and I have yet to receive the funds.

Each time I have contacted your support team ( support team merry-go-round ), I have been given the same response with no concrete resolution. This repeated delay and lack of clear communication is both frustrating and unacceptable. Under the Consumer Rights Act 2015, I am entitled to a refund within a reasonable timeframe, and I believe Skycompany has failed to meet this obligation ?

Mr Weir

Re: Still waiting on refund for returned MacBook.

63johnw — Tue, 11 Feb 2025 20:04:49 GMT

Did you reply to the chat invitation that was sent in the post above @Glasguy ? as they can normally process refunds, hence why the escalation was sent.

Re: Still waiting on refund for returned MacBook.

caesarome — Tue, 11 Feb 2025 20:21:14 GMT

@Glasguy

Sky's messaging team sent you a private message back on 27th January so what was the result of the chat you had with them ?

Re: Still waiting on refund for returned MacBook.

Glasguy — Wed, 12 Feb 2025 08:35:32 GMT

I did not recive any private message, just pointed to the online chat with customer service.

Re: Still waiting on refund for returned MacBook.

Glasguy — Wed, 12 Feb 2025 08:50:12 GMT

Once again, I have communicated via online chat, just as I have done multiple times through WhatsApp and numerous phone calls to customer service.

The responses I have received from various customer service representatives are as follows:

"There is an error with the system."
"The money has already been refunded—please check your bank account." (Clearly, no refund has been received.)
A Sky customer service representative assured me that they would forward a document proving the refund status—no such document has been received.
"The refund will be credited to your account within 3 to 5 business days." (I have been told this on two separate occasions, weeks apart.)
"The money has been refunded to your Sky account instead of your bank account."
I also received a text message stating: "We have processed your refund; it will be credited within the next 3 to 5 working days."

Despite these repeated assurances, I have yet to receive my refund.

Re: Still waiting on refund for returned MacBook.

63johnw — Wed, 12 Feb 2025 09:21:23 GMT

Did you not see a coloured speech bubble on here ? If you did did you click on it @Glasguy because the team that sent it is not the normal chat service.

Re: Still waiting on refund for returned MacBook.

caesarome — Wed, 12 Feb 2025 09:37:03 GMT

Sorry @Glasguy but you did as you can see here:

@Greenfingers001 wrote:

Thanks for escalating this. We’ve sent @Glasguy an invite to chat.

This is what they posted for you back on the 27th January so do you want to try again with this ?

Re: Still waiting on refund for returned MacBook.

Glasguy — Wed, 12 Feb 2025 09:43:11 GMT

@caesarome I am not prepared to waste more time via chat, as I have already done so multiple times with no resolution. I need a proper response and my overdue refund processed without further delays.

Re: Still waiting on refund for returned MacBook.

caesarome — Wed, 12 Feb 2025 09:48:13 GMT

As far as I can see you have not used the chat via here so if you have used one on the Sky website then this is different altogether but it is up to you so you will have to go via the phone route instead.

Re: Still waiting on refund for returned MacBook.

63johnw — Wed, 12 Feb 2025 10:10:22 GMT

As explained @Glasguy the chat from the team here is different to the normal live chat. Will leave you to sort this now how you want.

Re: Still waiting on refund for returned MacBook.

Glasguy — Wed, 12 Feb 2025 10:37:10 GMT

Possibly I contcted them via Sky website, I did not see any chat bubble.

Re: Still waiting on refund for returned MacBook.

caesarome — Wed, 12 Feb 2025 11:36:37 GMT

@Glasguy

The chat bubble system is only available via here and not on the Sky website so do you would to try this again via here, if you do then you have 48 hours to respond to it from when they contact you via here which is usually within a few hours.

Re: Still waiting on refund for returned MacBook.

Glasguy — Wed, 12 Feb 2025 12:03:22 GMT

Ok will give this a go, thanks.

Re: Still waiting on refund for returned MacBook.

63johnw — Wed, 12 Feb 2025 13:39:55 GMT

I have escalated again @Glasguy so look out for a coloured speech bubble on here inviting you to a private chat.

Re: Still waiting on refund for returned MacBook.

Glasguy — Wed, 12 Feb 2025 13:43:41 GMT

Ok, thanks.