topic Re: Refund of a credit balance in Account & Billing

Refund of a credit balance

Redman2 — Wed, 05 Feb 2025 11:56:30 GMT

I know this is a common issue, but why does Sky hold on to credit balances when a contract is ended (in my case, mid autumn 2024)? If I don't have any future bills, there's no reason not to automatically refund (as most companies would do)? It's not a logical policy.

Anyway, I would appreciate any help in getting access to someone at Sky to request the return of the money - again, the account appears to have no mechanism to enable this, and the virtual chat is useless in this instance.

Many thanks, Gareth.

Re: Refund of a credit balance

Daniel0210 — Wed, 05 Feb 2025 12:18:30 GMT

@Redman2
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 of a credit balance

Redman2 — Thu, 06 Feb 2025 07:27:19 GMT

Thanks for the reply. There is a credit on my account, and the direct debit details are still active and available to use. Thanks.

Re: Refund of a credit balance

Daniel0210 — Thu, 06 Feb 2025 08:10:10 GMT

@Redman2
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: Refund of a credit balance

Addie15 — Thu, 06 Feb 2025 10:29:10 GMT

Hi there! Thank you for escalating this. We have sent an invite to @Redman2.