topic Re: Refund not received in Account & Billing

Refund not received

Rae251 — Tue, 14 Jan 2025 18:28:52 GMT

Hi,i ended my services and made sure i was paid up until the day i left. After that Sky took money from my debit card, without permission, which i did not owe. I have been chasing my refund for a month, 4 advisors later they keep saying it will be this week, tomorrow, few days etc. Still not recieved,im disabled and that money would have helped in the cold weather. Feel im being taken advantage of.

Re: Refund not received

Daniel0210 — Tue, 14 Jan 2025 18:36:59 GMT

@Rae251

Skys pricing suggest they have taken it legitimately. Refunds usually take up to 6 weeks from your last day of connection however if your payment method has been cancelled Sky will have to manually raise a cheque via a back office team and post it to you so it’ll take longer.

If the payment method is still active we can try to help get it refunded within 3-5 working days via the Messaging Team on here if you wish.

If the payment method has been cancelled you have two options…
1) you can call Sky to get a cheque raised or
2) we can escalate to the Messaging Team who can re-set your payment method.

Let us know on this thread what you want to do but please confirm in your reply it’s currently showing as a credit on your Sky account and whether the payment method is still active.

Re: Refund not received

Rae251 — Tue, 14 Jan 2025 18:39:47 GMT

Thank you for replying, i was told 3-5 days not last week but the week before, i haven't removed payment method but i want to as i am scared they will take more money

Re: Refund not received

Rae251 — Tue, 14 Jan 2025 18:40:51 GMT

Sorry, yes it is showing as credit

Re: Refund not received

Daniel0210 — Tue, 14 Jan 2025 18:41:31 GMT

@Daniel0210 wrote:

@Rae251

please confirm in your reply it’s currently showing as a credit on your Sky account.

Re: Refund not received

Rae251 — Tue, 14 Jan 2025 18:43:05 GMT

Yes it is showing as credit

Re: Refund not received

Daniel0210 — Tue, 14 Jan 2025 18:43:10 GMT

Sorry @Rae251 our posts crossed.

I’ve escalated your post to Sky and their Messaging Team should contact you tomorrow.

Look out for a post on this thread from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread periodically.

This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: Refund not received

Rae251 — Tue, 14 Jan 2025 18:44:15 GMT

Thank you so much

Re: Refund not received

Rae251 — Mon, 20 Jan 2025 00:13:18 GMT

Still haven't been contacted by Sky or recieved the money

Re: Refund not received

Daniel0210 — Mon, 20 Jan 2025 03:30:35 GMT

@Rae251

Is it still showing as a credit on your Sky account?

Re: Refund not received

Rae251 — Mon, 20 Jan 2025 05:30:31 GMT

Hi,Daniel, thanks for your reply, yes it is still there as credit

Re: Refund not received

Daniel0210 — Mon, 20 Jan 2025 07:00:43 GMT

@Rae251

I have escalated your post again. The process is as per my earlier post.

Re: Refund not received

Rae251 — Mon, 20 Jan 2025 07:05:31 GMT

I appreciate your help, thank you.

Re: Refund not received

Mr+Flibbles+86 — Mon, 20 Jan 2025 09:03:00 GMT

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

Re: Refund not received

Rae251 — Sat, 22 Mar 2025 20:58:53 GMT

Still haven't recieved my refund, every call they say it has been re issued and wait 3-5 days, but it still hasn't been paid,have asked why i can't have a cheque instead but no answer. Raised a complaint and was told by one advisor not to complete the surveys as it closes the review. Last 2 times I've called ive recieved an email saying my complaint has been closed, even though the refund has not been received. It is nearly 8 weeks now since the complaint was raised and i feel its silly to have to escalate the matter when all they have to do is pay me back. I'm disabled and should not have to go through all this when i didn't owe any money, they just took it and now wont fix the issue. They said they have changed the payment method back to DD and this makes me worried more money will be taken. Its not a large amount of money to sky but i should not be expected to just let them keep it. Please help.

Thanks, Rachel

Re: Refund not received

caesarome — Sat, 22 Mar 2025 22:07:42 GMT

@Rae251

Do you still see a credit on your account and if so like back in January do you want to be contacted by the messaging team again ?

Re: Refund not received

Rae251 — Sat, 22 Mar 2025 22:23:11 GMT

Hi, yes it is still showing as credit, they contacted me last time on here and said it was due to be reviewed,the same as the telephone advisors say,and still nothing. The only time i have been contacted was a call to ask me to sign back up. I don't know what else to do?

Re: Refund not received

caesarome — Sat, 22 Mar 2025 22:58:24 GMT

@caesarome wrote:

do you want to be contacted by the messaging team again ?

Re: Refund not received

Rae251 — Sat, 22 Mar 2025 23:12:34 GMT

Yes, please, thank you for your reply

Re: Refund not received

caesarome — Sun, 23 Mar 2025 09:43:44 GMT

@Rae251

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

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 by typing it it to start the chat:

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 need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.