topic Re: Credit refund in Account & Billing

Credit refund

vicky2509 — Tue, 25 Mar 2025 06:54:13 GMT

Hi I cancelled my broadband and my account is now in credit. How long does it take to process this and will it be paid into my bank?

Re: Credit refund

Daniel0210 — Tue, 25 Mar 2025 07:18:08 GMT

@vicky2509
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 refund

vicky2509 — Tue, 25 Mar 2025 11:04:39 GMT

If you could get me a refund sooner that would be great. Account is in credit and payment method is still Active

Re: Credit refund

Daniel0210 — Tue, 25 Mar 2025 11:06:08 GMT

@vicky2509
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: Credit refund

Greenfingers001 — Tue, 25 Mar 2025 11:08:58 GMT

Thanks for escalating this. We’ve sent @vicky2509 an invite to chat.

Re: Credit refund

vicky2509 — Tue, 08 Apr 2025 07:13:56 GMT

Still awaiting refund and was told in the chat that they couldn't process the refund until my new bill had been generated. This has now been generated so can I request the refund now in a chat or do I need to call?

Re: Credit refund

Daniel0210 — Tue, 08 Apr 2025 07:35:08 GMT

@vicky2509

I have re-escalated this to Sky. The process for the chat is as before.

Re: Credit refund

vicky2509 — Tue, 08 Apr 2025 07:36:11 GMT

Thank you

Re: Credit refund

Lisa-P1987 — Tue, 08 Apr 2025 08:07:32 GMT

Thanks for escalating this. We’ve sent an invite to chat.