Refund Delay - feeling misled

EmmaHG821 — Thu, 25 Sep 2025 06:54:29 GMT

Hi everyone,

I’m hoping someone here can point me in the right direction because I feel like I’m going around in circles.

I recently returned an old device as part of a Sky Swap and was due a refund. I was told multiple times by different agents that the refund could be sent back to my bank account. Later, I was told that wasn’t possible and it had to go as account credit instead. After escalating this as a complaint, I was finally told the refund would be processed back to my bank, and that it had been started on Monday. I was assured it would take 2 working days.

It’s now well past that timeframe, and it doesn’t even look like the refund has been started. When I call, agents just tell me “the refund hasn’t been approved yet,” and no one seems willing to help. Some agents are now saying it could take up to 14 days—but that directly contradicts what I was promised.

At this point, I honestly feel like I’ve been misled, and I’ve lost trust in what I’m being told. It also feels like some agents are just trying to end the call rather than resolve the issue.

How can I properly escalate this further?Which team should I be speaking to in order to get a straight answer?

Thanks in advance for any guidance.

Re: Refund Delay - feeling misled

caesarome — Thu, 25 Sep 2025 08:46:07 GMT

@EmmaHG821

Do you see the credit on your account because if you do and the refund has been issues then it can take 3-5 working days to be refunded to you so if they started the refund on Monday or Tuesday then you might have a few days yet to wait before you see it in your account.

topic Refund Delay - feeling misled in Sky Mobile

Refund Delay - feeling misled

Re: Refund Delay - feeling misled