topic Re: Cancellation refund in Account & Billing

Cancellation refund

ClaireRud — Tue, 04 Mar 2025 16:21:15 GMT

Broadband account cancelled 24/1/25, TV cancelled 26/1/25. Refund credit showing on account for both, how do I get the money back?

Re: Cancellation refund

Daniel0210 — Tue, 04 Mar 2025 16:23:32 GMT

@ClaireRud
Refunds usually take about 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 even 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 before we can escalate it to Sky please confirm in your reply whether the payment method is still active.

Re: Cancellation refund

ClaireRud — Tue, 04 Mar 2025 16:28:31 GMT

@Daniel0210 Thanks for the quick response. As far as I'm aware the payment method is still active.

Re: Cancellation refund

Daniel0210 — Tue, 04 Mar 2025 16:35:47 GMT

@ClaireRud
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: Cancellation refund

ClaireRud — Tue, 04 Mar 2025 16:40:20 GMT

@Daniel0210 Terrific, thanks for your help.

Re: Cancellation refund

Addie15 — Tue, 04 Mar 2025 17:06:08 GMT

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