topic Re: Refund of Credit in Account & Billing

Refund of Credit

np7389 — Thu, 06 Feb 2025 09:13:53 GMT

Hi - this seems to be an extremely common issue (so probably something Sky should look into fixing at source rather than forcing people to contact them about it).

I've cancelled my Sky services and moved to another company due to a terrible renewal deal. Returned my equipment on time and gave notice. There is a credit showing on my account as "to be applied to my next bill" but obviously, I won't have a next bill.

I'd like to escalate this to get this refunded immediately as 6 weeks holding on to money that isn't theirs is ridiculous behaviour.

I can confirm a credit is showing on my account and that the payment method of direct debit is still active.

If someone could please help, I would appreciate it.

Re: Refund of Credit

caesarome — Thu, 06 Feb 2025 09:37:51 GMT

@np7389

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.

Re: Refund of Credit

Addie15 — Thu, 06 Feb 2025 11:04:15 GMT

Hi there! Thank you for escalating this. We have sent an invite to @np7389.

Re: Refund of Credit

MAGF1 — Thu, 06 Feb 2025 12:12:31 GMT

Could I also be escalated for help with this? Thanks.

Re: Refund of Credit

Daniel0210 — Thu, 06 Feb 2025 12:21:36 GMT

@MAGF1
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 of Credit

MAGF1 — Thu, 06 Feb 2025 13:08:50 GMT

Hi yes I have it showing as credit and payment is still active. Thanks!

Re: Refund of Credit

Tom-W19 — Thu, 06 Feb 2025 13:14:22 GMT

Hi @MAGF1

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the chat bubble to start the conversation.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147