topic Refund delay in Account & Billing

Refund delay

Sharazz — Thu, 06 Feb 2025 11:23:27 GMT

Hi.

I have credit on my bill after I switched to another internet provider. I'm waiting more than two months now and still haven't received a refund. Sky's messaging service is currently unavailable. How do I get my money back?

Re: Refund delay

Daniel0210 — Thu, 06 Feb 2025 11:27:59 GMT

@Sharazz
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 delay

Sharazz — Thu, 06 Feb 2025 16:41:00 GMT

Hi.

I would like to get refund within 3-5 working days via the Messaging Team.

I can confirm the amount of money showing as a credit on my sky account. And my current active payment method is debit card.

Thank you.

Re: Refund delay

Daniel0210 — Thu, 06 Feb 2025 16:43:02 GMT

@Sharazz
I’ve escalated your post to Sky and their Messaging Team should contact you later or maybe 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 delay

Tom-W19 — Fri, 07 Feb 2025 08:53:42 GMT

Thanks for escalating. We've sent an invite to @Sharazz.