topic Re: Credit on account to refund in Account & Billing

Credit on account to refund

Fi-19 — Thu, 10 Apr 2025 13:35:28 GMT

I cancelled my sky and have a credit on my account which I want refunded. Have tried the online chat and it was no use, kept referring me here.

Re: Credit on account to refund

Daniel0210 — Thu, 10 Apr 2025 13:39:36 GMT

@Fi-19
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 whether the payment method is still active.

Re: Credit on account to refund

Fi-19 — Thu, 10 Apr 2025 13:52:09 GMT

I still have the direct debit set up, which is why I have a credit on account as took payment on monday which I don't think they should have. If someone from team can arrange for this be refunded asap that would be great, thanks

Re: Credit on account to refund

Daniel0210 — Thu, 10 Apr 2025 13:55:01 GMT

@Fi-19 wrote:

took payment on monday which I don't think they should have.

@Fi-19

When was your last day of connection? Remember that bills are generated 14 days before a payment date so most likely whilst you were still a paying customer albeit in a notice period.

Re: Credit on account to refund

Fi-19 — Thu, 10 Apr 2025 14:11:16 GMT

Last day was 4th April 2025

Re: Credit on account to refund

Daniel0210 — Thu, 10 Apr 2025 14:12:41 GMT

@Fi-19

It may be too soon but to see if they can help you 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 on account to refund

GD1 — Thu, 10 Apr 2025 14:13:36 GMT

@Fi-19 Refund normally take around 6 weeks, however to get you some help with this I have escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

Re: Credit on account to refund

Fi-19 — Thu, 10 Apr 2025 14:15:41 GMT

Thanks 🙂

Re: Credit on account to refund

Brill+Gill — Thu, 10 Apr 2025 14:16:38 GMT

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

Re: Credit on account to refund

Addie15 — Wed, 23 Apr 2025 10:39:13 GMT

Update-We are closing this session now as this matter has been resolved. Thanks.