topic Re: Waiting for credit in Sky Mobile

Waiting for credit

Tiger221 — Fri, 16 Jan 2026 19:26:40 GMT

Ordered a new I phone through sky in November .
got it no problem .
we returned the old one in the box provided by sky via our local post office and got a tracking receipt . looks like Royal Mail have lost the parcel . Sky advisors all saying we will get a refund .
so here we are 5 phone calls in with different sky advisors all giving various promises . Lots of promises it's been escalated .
promised of a refund in our bank within 7 days

nothing is happening . Nobody chasing .
£144 credit still waiting .
the worst customer service ever !! .

Re: Waiting for credit

caesarome — Fri, 16 Jan 2026 19:30:14 GMT

@Tiger221

So to confirm you have £144 in credit sitting on your account that has not been refunded ?

Re: Waiting for credit

Tiger221 — Fri, 16 Jan 2026 19:44:20 GMT

That's correct .
value of old phone not been credited

Re: Waiting for credit

caesarome — Fri, 16 Jan 2026 19:53:28 GMT

When was the last time you spoke to them, was it within the last 7 days ?

Re: Waiting for credit

Tiger221 — Fri, 16 Jan 2026 20:38:34 GMT

Last Friday .
He told me a credit would reach our account. In the next few days

Re: Waiting for credit

caesarome — Fri, 16 Jan 2026 21:40:32 GMT

It is 3-5 working days so although today would be the final day of this timescale I would give it to Tuesday before perhaps putting in a complaint:

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

This gives Sky 8 weeks to resolve this issue and if they do not you can ask for a deadlock letter to take it further.

Re: Waiting for credit

Tiger221 — Fri, 16 Jan 2026 21:55:48 GMT

Thanks

I'm not holding my breath .
been given so many promises over the last few months .
I even had a phone call booked by one of the advisors for the escalation team to ring me .
still waiting .