topic Re: Credit refund in Account & Billing

Credit refund

Scotti — Wed, 29 Jan 2025 14:13:32 GMT

I cancelled my Sky subscription after almost 22 years, in December due to Sky's shocking customer services. I have a credit balance of £50 showing on my account yet when you ring to try and speak to an advisor, I'm informed that I can't speak to anyone unless I set up a payment method to reinstate my subscription !!

Re: Credit refund

Daniel0210 — Wed, 29 Jan 2025 14:30:00 GMT

@Scotti

Firstly did you get an email acknowledging your cancellation?

Re: Credit refund

Scotti — Wed, 29 Jan 2025 14:31:03 GMT

Yes and I've had an acknowledgment that they've received all the Sky equipment that I had.

Re: Credit refund

Daniel0210 — Wed, 29 Jan 2025 14:34:14 GMT

@Scotti
Refunds usually take up to 6 weeks from your last day of connection however if your payment method has already 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 had still been 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.

Re: Credit refund

Scotti — Wed, 29 Jan 2025 14:36:18 GMT

Thanks for your reply. I've tried to ring them but can't get passed their automated service to speak to an advisor without giving bank details.

The refund within 3-5 days would be helpful if possible?

Re: Credit refund

Daniel0210 — Wed, 29 Jan 2025 14:38:24 GMT

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

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: Credit refund

Scotti — Wed, 29 Jan 2025 14:42:29 GMT

Thanks so much for your help 🤗

Re: Credit refund

Mr+Flibbles+86 — Wed, 29 Jan 2025 14:43:47 GMT

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

Re: Credit refund

Lawood585 — Thu, 30 Jan 2025 07:13:27 GMT

Good morning

I have also a similar issue. Cancelled Sky on 2nd January - promised a refund as we had moved and couldn't get a satellite dish installed in the new property. Was told I would be refunded 3 months subscription as we hadn't used sky since we moved in October. Followed up with Sky on Tuesday and was told it would be refunded to my account in 3-5 days. This morning I have received an email from sky saying £40 will be refunded to my next bill, when in fact the refund due was over £120.

Re: Credit refund

Daniel0210 — Thu, 30 Jan 2025 07:27:55 GMT

@Lawood585

That is different to the issue the OP had. If you're querying the amount of credit you believe you are due then you need to call Sky to discuss it.

Re: Credit refund

Lawood585 — Thu, 30 Jan 2025 10:54:36 GMT

I would if I could get through to someone!

Re: Credit refund

Mark39 — Thu, 30 Jan 2025 10:55:35 GMT

@Lawood585 wrote:

I would if I could get through to someone!

What's the problem?