topic Re: Credit balance refund in Account & Billing

Credit balance refund

KP91 — Mon, 17 Mar 2025 00:13:11 GMT

Hi,

I have cancelled my Sky account but yet to get refund of credit balance. How long does it usually take?It has been 4 months since cancellation and there are no dues to adjust credit balance.

Thanks

Re: Credit balance refund

Daniel0210 — Mon, 17 Mar 2025 04:45:23 GMT

@KP91
It may have been delayed due to the issue with returned equipment that you posted about in January. Refunds should take about 6 weeks from your last day of connection (but appear to be taking longer in some cases), 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 it’s currently showing as a credit on your Sky account and whether the payment method is still active.

Re: Credit balance refund

KP91 — Mon, 17 Mar 2025 18:55:48 GMT

Thanks @Daniel0210

I have not cancelled payment method for Sky Broadband and and so it should still be active. I can see credit balance in my sky account.

I wouldn't prefer cheque. If there is any issue with present payment method then I would like Sky team to re set the same.

Re: Credit balance refund

Daniel0210 — Mon, 17 Mar 2025 19:03:47 GMT

@KP91

Your post has been escalated to Sky and their Messaging Team should contact you 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: Credit balance refund

Tom-W19 — Tue, 18 Mar 2025 08:28:56 GMT

Thanks for escalating. We've sent an invite to @KP91.