topic Re: Credit refund in Account & Billing

Credit refund

JAD270 — Mon, 24 Mar 2025 10:17:06 GMT

How do I get the credit on my account refunded, I no longer have any products with sky and just want the money back

Re: Credit refund

caesarome — Mon, 24 Mar 2025 10:18:42 GMT

@JAD270

Is your payment method still in place ?

Re: Credit refund

Daniel0210 — Mon, 24 Mar 2025 10:18:54 GMT

@JAD270
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

JAD270 — Mon, 24 Mar 2025 10:40:46 GMT

The payment method is still active so shouldn't need a cheque, can this be escalated to the messaging team please

Re: Credit refund

Daniel0210 — Mon, 24 Mar 2025 10:44:32 GMT

@JAD270
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

Lisa-P1987 — Mon, 24 Mar 2025 10:45:55 GMT

Thanks for escalating this. We’ve sent JAD270 an invite to chat.

Re: Credit refund

Clarissa8 — Mon, 24 Mar 2025 12:22:40 GMT

@Daniel0210 I would also like a refund. I have the credit showing in my account.

I am no longer a Sky customer and the original payment method is still active.

Would you please escalate my case.

Re: Credit refund

Daniel0210 — Mon, 24 Mar 2025 12:23:58 GMT

@Clarissa8
We have to allow at least 10 minutes before we can escalate your post to Sky so I’ll escalate it at that point 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

Lisa-P1987 — Mon, 24 Mar 2025 12:25:20 GMT

Thanks for escalating this. We’ve sent @Clarissa8 an invite to chat.

Re: Credit refund

JAD270 — Sun, 11 May 2025 12:26:00 GMT

I still haven't received my refund for the attached thread please can this be escalated

Re: Credit refund

Daniel0210 — Sun, 11 May 2025 12:29:27 GMT

@JAD270

What was the outcome of the first escalation in March?

Re: Credit refund

caesarome — Sun, 11 May 2025 12:29:50 GMT

@JAD270

What were you told back on the 24th March ?

Is the credit still showing on your Sky account ?

Re: Credit refund

JAD270 — Mon, 12 May 2025 02:49:38 GMT

I was told it would take 6 weeks from end of connection to get the refund from the account but it's still sat on our account as a credit

Re: Credit refund

Daniel0210 — Mon, 12 May 2025 03:23:27 GMT

@JAD270

I have re-escalated this to the Messaging Team and they should make contact again later today. The process is the same as before.

Re: Credit refund

Kevanlodge — Mon, 12 May 2025 07:04:23 GMT

I've been trying to get a refund for a credit balance on my account since March, i have spoken to numerous advisers over the phone who have confirmed that they have actioned thecredit and i have also received confirmation emails, confirming the credit will be made. Although unfortuantely to date no refund has been received . Please can someone help me ?

Re: Credit refund

Daniel0210 — Mon, 12 May 2025 07:06:26 GMT

@Kevanlodge

Was this credit as the result of cancellation of services, and does the amount still show as a credit on your Sky account?

Re: Credit refund

Kevanlodge — Mon, 12 May 2025 07:10:24 GMT

Yes it was for cancellation of service.

Re: Credit refund

Kevanlodge — Mon, 12 May 2025 07:13:59 GMT

And now i cant view my account online even though i'm still a user. I do have a copy of the Bill showing the credit balance from way back in July 2024 and i have a copy of the email from SKY confirming the refund from 6th March 2025.

Re: Credit refund

Lisa-P1987 — Mon, 12 May 2025 07:29:59 GMT

Hi there Kevanlodge , I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

Re: Credit refund

Lisa-P1987 — Mon, 12 May 2025 07:30:41 GMT

Thanks for escalating this. We’ve sent JAD270 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.