topic Re: Cancelled mobile device, no refund given in Sky Mobile

Cancelled mobile device, no refund given

KZ2 — Wed, 26 Nov 2025 14:39:26 GMT

I cancelled my mobile order (iPhone 17 pro max silver) within the 14 day cooling off period as they had no expected date of delivery. This was back on Nov 7th. I received an email confirmation that the order was cancelled and was told on the phone that I should expect a refund within 14 days.
The order was still showing as in progress in my orders on sky app and had not received a refund so I followed up on 19th Nov via phone and WhatsApp chat. I was repeatedly told it wasn't cancelled even though I had the email confirmation. After literally hours on the call and being passed to 3 different people, they finally found the mail confirming that I had cancelled it yet they had to cancel it again. The device is still showing as "in progress" on my sky account and I have still not received my refund. Where do I go from here?

Re: Cancelled mobile device, no refund given

63johnw — Wed, 26 Nov 2025 14:41:47 GMT

Hi @KZ2 I would send a formal complaint.

https://www.sky.com/help/articles/how-to-make-a-complaint

Re: Cancelled mobile device, no refund given

KZ2 — Wed, 26 Nov 2025 14:49:45 GMT

Thank you. I have done that. Will that get me traction in your experience?

Re: Cancelled mobile device, no refund given

63johnw — Wed, 26 Nov 2025 14:51:02 GMT

From what I have seen in the past @KZ2 it escalates it to a different team, hopefully they will contact you and get this resolved for you.

Re: Cancelled mobile device, no refund given

ColinWallace — Tue, 02 Dec 2025 11:58:37 GMT

I am still waiting too it's a disgraceful service . Quick to take payment then no response on refunds

Re: Cancelled mobile device, no refund given

Tarablue — Tue, 02 Dec 2025 12:03:29 GMT

This statement must be a scam . I know nothing about an iPhone. I dont know what the communication is about? Please help me.

Re: Cancelled mobile device, no refund given

Daniel0210 — Tue, 02 Dec 2025 12:19:35 GMT

@Tarablue wrote:
This statement must be a scam . I know nothing about an iPhone. I dont know what the communication is about? Please help me.

@Tarablue

What statement? Please explain.

I’m afraid you aren’t communicating with Sky by posting here. We are customers on a customer ➡️ customer discussion forum where we try to help other Sky customers.

Re: Cancelled mobile device, no refund given

Anonymous — Wed, 03 Dec 2025 10:39:38 GMT

I have cancelled the 17 pro max mobile device, I need refund for that

Re: Cancelled mobile device, no refund given

Daniel0210 — Wed, 03 Dec 2025 10:42:46 GMT

@Anonymous
Some more information is available here
https://www.sky.com/help/articles/sky-mobile-phone-or-tablet-refund

Returns are taking about 3 weeks to be processed and checked for damage etc. If it has been longer that that you'll need to contact Sky to chase it up.

Re: Cancelled mobile device, no refund given

KZ2 — Fri, 12 Dec 2025 23:14:10 GMT

I raised the complaint as advised and received what can only be described as the worst attempt of a chat gpt assisted reply and still no resolution or estimated date of resolution. Simply " we are actively working on your request and you will be refunded once resolved".
How can they get away with this?!

Any other ideas folks?

Re: Cancelled mobile device, no refund given

Debbie_ — Sat, 13 Dec 2025 02:39:40 GMT

I am in same situation. Though I've not had a confirmation email of cancellation. I do have an email confirming they received the mobile back on 11 November, but they're still charging me. I phoned last week and was told the refund would show on my acoubt within 72hrs and if not to call back, so I'll call tomorrow as that will be a week. So frustrating. They've taken 2 payments since the phone was returned.

Re: Cancelled mobile device, no refund given

KZ2 — Sat, 13 Dec 2025 07:18:06 GMT

It's terrible. I didn't even receive a phone to return. It never arrived. So I'm paying for something that I never received!