topic Re: Refund of Account Balance in Account & Billing

Refund of Account Balance

DuncanMc — Wed, 16 Apr 2025 10:16:05 GMT

I have transferred broadband from Sky. How do I get my account balance refunded please?

Re: Refund of Account Balance

Daniel0210 — Wed, 16 Apr 2025 10:21:27 GMT

@DuncanMc
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: Refund of Account Balance

DuncanMc — Wed, 16 Apr 2025 10:33:27 GMT

Please arrange a refund. Account balance is £63.81 credit. Payment was by credit card, which is a live account and I have not done anything to cancel it, as I was expecting a refund.

Re: Refund of Account Balance

Daniel0210 — Wed, 16 Apr 2025 10:40:21 GMT

@DuncanMc
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: Refund of Account Balance

Tom-W19 — Wed, 16 Apr 2025 10:42:27 GMT

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

Re: Refund of Account Balance

DuncanMc — Wed, 16 Apr 2025 10:50:37 GMT

I can see the private message, but when I try to reply it says

Correct the highlighted errors and try again.

Re: Refund of Account Balance

Daniel0210 — Wed, 16 Apr 2025 11:08:41 GMT

@DuncanMc

You should see a blue/red speech bubble at the bottom of your forum page. Click on that.

Re: Refund of Account Balance

DuncanMc — Wed, 16 Apr 2025 11:28:58 GMT

This opened a separate window. I responded in that and hit send. My message then disappeared. Is that how it should work?