topic Re: Outstanding refund in Account & Billing

Outstanding refund

FHS72 — Tue, 20 May 2025 09:31:18 GMT

Hello

My Sky broadband service ended mid-March and I am due a refund of credit, but whilst the credit is showing on my account I am unable to access it. A message says it is being held for a future bill, but as I have left Sky I want the money refunded. The bank details are still live so I do not understand why the money has not been refunded automatically. It's shoddy customer service expecting me to chase for a refund of my own money. Sky seem to be making it exceptionally difficult to obtain the money as their help pages just go round in loops, taking me to the same articles but not enabling me to speak with or message anyone to request the refund. I won't be using Sky again.

Please can someone advise how I get my money refunded.

Thanks

Re: Outstanding refund

Daniel0210 — Tue, 20 May 2025 09:32:53 GMT

@FHS72
Refunds should normally take about 6 weeks from your last day of connection, but posts on here suggest in some cases they’re taking longer. We can potentially help you get it refunded within 3-5 working days via the Messaging Team on here if you wish.

Let us know on this thread if you want to do that.

Re: Outstanding refund

FHS72 — Tue, 20 May 2025 09:41:30 GMT

Thank you. That would be great, as it's nearly 10 weeks since the service ended. Please can you escalate to the Team.

Many thanks

Re: Outstanding refund

Daniel0210 — Tue, 20 May 2025 09:44:45 GMT

@FHS72
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: Outstanding refund

FHS72 — Tue, 20 May 2025 09:50:28 GMT

@Daniel0210

Thanks very much for escalating that so quickly and for the information about what to expect. I appreciate it.

Re: Outstanding refund

10tonman — Tue, 20 May 2025 09:53:00 GMT

Exactly the same for me. Chatbot is useless. Didn't know sky would hang on to my money for six weeks. Outrageous

Re: Outstanding refund

caesarome — Tue, 20 May 2025 09:53:39 GMT

@10tonman

Do you see a credit on your accouynt and is your payment method still in place ?

Re: Outstanding refund

10tonman — Tue, 20 May 2025 10:05:30 GMT

Hi. Yes I can see the credit on my account and my payment method is is open

Re: Outstanding refund

FHS72 — Tue, 20 May 2025 10:12:57 GMT

@10tonman Agreed. The chatbot was useless, as it kept suggesting pages I had already read and then just showed me the same options when I said it hadn't helped. An option to transfer to a live agent would have been helpful. The chatbot is just a waste of time.

Re: Outstanding refund

10tonman — Tue, 20 May 2025 10:16:59 GMT

"An option to transfer to a live agent would have been helpful" that was what I expected. Maybe I'll have to sit on the phone for an hour or more to speak to someone

Re: Outstanding refund

Daniel0210 — Tue, 20 May 2025 10:19:00 GMT

@10tonman

No need.

I’ve escalated your post to Sky as well 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: Outstanding refund

10tonman — Tue, 20 May 2025 10:26:22 GMT

Thank you so much for your help

Re: Outstanding refund

Greenfingers001 — Tue, 20 May 2025 10:38:25 GMT

Thanks for escalating this. We’ve sent @FHS72 an invite to chat.

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

Re: Outstanding refund

FHS72 — Tue, 20 May 2025 10:45:50 GMT

@Greenfingers001 Hello. Where will the invitation appear, as nothing is showing in my emails or on here? I don't have a link or chat bubble. Thanks.

Re: Outstanding refund

10tonman — Tue, 20 May 2025 12:32:57 GMT

Thank you very much @Daniel0210 its all sorted with refund into my account 3-5 working days. Shout out to Carl tech support for sorting this out

Re: Outstanding refund

FHS72 — Tue, 20 May 2025 12:43:37 GMT

@10tonman That's great. Pleased to hear all resolved for you. I'm still waiting for a link I've supposedly been sent. It's taken up 4 hours of today and still no resolution. Sky really need to sort their customer services out. They've definitely lost me as a future customer, as I will never use them again for anything paid. It can't be that hard just to refund a payment, without making their customers go through all of this time wasting just to get back their own money.

Re: Outstanding refund

caesarome — Tue, 20 May 2025 12:46:40 GMT

@FHS72

You were sent the chat bubble which should be at the bottom of this page at 11.38 this morning so if you do not see it then try an alternative browser.

Re: Outstanding refund

FHS72 — Tue, 20 May 2025 13:02:58 GMT

@caesarome Nothing came through until 1.46, when a message from @Greenfingers001 appeared in my inbox. Up until that point, there was no sign of any contact, either as an email, chat bubble or message within the community page.

Carl in Tech Support has now resolved the issue and arranged for a manual refund to be processed. Thanks to Carl, who I assume is @Greenfingers001 and to @Daniel0210 for having moved this along. I appreciate their help in what has been a really time consuming and frustrating process up until today.

Re: Outstanding refund

10tonman — Tue, 20 May 2025 13:05:02 GMT

@FHS72 @the link was in the bottom left of the screen. It looked like a thumbs up thumbs down bubble. Not what I was expecting but it worked. Be prepared for sercurity questions before ur actual chat with advisor. Mine was from tech help. Go figure. But he was on it. Hope this helps

Re: Outstanding refund

FHS72 — Tue, 20 May 2025 13:14:10 GMT

Thanks, @10tonman. I didn't get what you've described, but I'm using Chrome so don't know if that affected anything. When it did open up this afternoon, it was as a chat window, and all is now resolved. Carl in Tech support was great!