topic Re: Credit refund in Account & Billing

Credit refund

stretch1972 — Sun, 22 Sep 2024 12:15:26 GMT

Moved to a new broadband supplier on Aug 22nd, telephoned on the 29th to request the £46 to be paid back to me that my account was in credit. Was told it would be in 3-5 working days before i received it. Telephoned again on the 13th Sept as still no refund received in my bank. I was told again 3-5 working days before i received it. It is now the 22nd Sept and still no refund. Please give me my money that i am owed.

Re: Credit refund

Daniel0210 — Sun, 22 Sep 2024 12:19:00 GMT

@stretch1972
Refunds can take up to 6 weeks from your last day of connection providing the payment method is still active on your Sky account. This will take longer if the payment method has been cancelled as Sky will have to manually raise a cheque and post it to you.

If you wish we can ask the Messaging Team to contact you on here. Let us know on this thread if that’s what you want to do but please confirm in your reply it’s still currently showing as a credit on your Sky account.

Re: Credit refund

caesarome — Sun, 22 Sep 2024 12:19:01 GMT

Is the credit still showing on your account now ?

Btw, we are customets here be can arrange some help to get this sorted if you do still see this credit.

Re: Credit refund

stretch1972 — Sun, 22 Sep 2024 18:49:45 GMT

Yes the payment method is still a active and it is still saying my account is in credit.

Re: Credit refund

caesarome — Sun, 22 Sep 2024 18:53:12 GMT

@stretch1972

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you sometime tomorrow morning regarding this via a blue/red chat bubble which will appear at the bottom of this page.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will have 48 hours to respond or it will be automatically closed. To start the conversation just type in it.

Re: Credit refund

Greenfingers001 — Mon, 23 Sep 2024 07:49:20 GMT

Thanks for escalating this. We’ve sent @stretch1972 an invite to chat.

Re: Credit refund

Cichyp — Mon, 23 Sep 2024 13:19:01 GMT

I have the same problem. Sky didn't refund my money.

Re: Credit refund

Daniel0210 — Mon, 23 Sep 2024 13:27:07 GMT

@Cichyp
Refunds can take up to 6 weeks from your last day of connection providing the payment method is still active on your Sky account. It will take longer if the payment method has been cancelled as Sky will have to manually raise a cheque and post it to you.

If you wish we can help get it refunded within 3-5 working days via the Messaging Team on here. Let us know on this thread if that’s what you want to do but please confirm in your reply it’s currently showing as a credit on your Sky account.

Re: Credit refund

caesarome — Mon, 23 Sep 2024 15:09:11 GMT

@Cichyp wrote:
I have the same problem. Sky didn't refund my money.

@Cichyp

Do you see a credit on your account as help can be arranged via here if you do see this.

Re: Credit refund

ack2605 — Mon, 23 Sep 2024 15:27:44 GMT

I have the same problem - I initially cancelled broadband services last August (2023) and have been advised that a refund will be paid back into my account on 3 occasions. 12 months later and I'm still waiting for the credit.

How can I escalate this problem?

Re: Credit refund

caesarome — Mon, 23 Sep 2024 15:37:00 GMT

@ack2605

To confirm that you do see a credit on your account ?

Re: Credit refund

Cichyp — Mon, 23 Sep 2024 15:37:13 GMT

Yes I see credit on my account

Re: Credit refund

ack2605 — Mon, 23 Sep 2024 15:39:07 GMT

The credit has never appeared in my bank account

Re: Credit refund

Cichyp — Mon, 23 Sep 2024 15:44:19 GMT

On my Sky account I mean

Re: Credit refund

ack2605 — Mon, 23 Sep 2024 16:04:22 GMT

This problem stems from having an existing sky account and then taking on my mother's account after her death. I was unable to use my email address to service both accounts and so I've never been able to access the account that was originally hers. I continued with the broadband service for several months (paying from my own bank account) and according to the sky correspondence, this is where the refund should be paid. So far, it hasn't happened, despite 3 emails to advise that the credit would appear in my account within 5 days.

Re: Credit refund

caesarome — Mon, 23 Sep 2024 16:14:05 GMT

@ack2605 wrote:

This problem stems from having an existing sky account and then taking on my mother's account after her death. I was unable to use my email address to service both accounts and so I've never been able to access the account that was originally hers.

Can you not provide a different email address to access the account, if you don't have another one then you could set one up at somewhere like Gmail (Google) or Outlook.com (Microsoft) and use that ?

Re: Credit refund

Tom-W19 — Wed, 25 Sep 2024 08:20:08 GMT

Hi @stretch1972

An invite was sent but there was no response within 48 hours so it has automatically closed.

If you still need help with this please let us know by posting on the forum again and we will get it escalated through to us.

Re: Credit refund

ack2605 — Wed, 25 Sep 2024 08:21:51 GMT

@caesarome - I've tried to register a different email on several occasions but it won't let me do it.

Re: Credit refund

ack2605 — Wed, 25 Sep 2024 09:31:29 GMT

Have finally managed to get the My Sky switched to an alternative account and it shows a pending credit still sitting in the account.

If Sky is able to take money out of my bank account to pay for monthly services, why when the service is cancelled can the credit balance not be transferred back into the same bank account?

Re: Credit refund

Cichyp — Wed, 25 Sep 2024 10:42:01 GMT

Hi. I have the same problem with my money back. They should be pay back 3 days ago. I'll change my broadband provider more then month ago. I don't understand why Sky charge me for another month when they know I'm changeing for new company on the day when my contract is fnish. That's illegal and now I'm waiting for my money what they have illegal from my account. What I should do? apart give them bad review everywhere for that.