topic Re: Account in credit, refund in Account & Billing

Account in credit, refund

Brookey — Sat, 26 Apr 2025 15:51:53 GMT

My accounts in credit and I would like this refunded but can't find anywhere, where it says it can be?

Re: Account in credit, refund

Daniel0210 — Sat, 26 Apr 2025 15:53:41 GMT

@Brookey

What was the credit for? Have you recently cancelled your subscription?

Re: Account in credit, refund

caesarome — Sat, 26 Apr 2025 15:53:51 GMT

@Brookey

Has this credit come from an overpayment or because you have left Sky ?

Re: Account in credit, refund

Brookey — Sat, 26 Apr 2025 15:54:28 GMT

Paid the bill twice

Re: Account in credit, refund

Brookey — Sat, 26 Apr 2025 15:54:55 GMT

An overpayment.

Re: Account in credit, refund

Daniel0210 — Sat, 26 Apr 2025 15:55:23 GMT

@Brookey
If you have a continuous payment method set up you should never need to make a manual payment. A credit will appear on your account for the amount you have overpaid once the planned payment has been processed. This should automatically be used to pay your next bill so on that bill date no/less money should be taken from your account. I would recommend not making manual payments unless requested to by Sky.

If you prefer, once your extra payment is showing as a credit, we can perhaps get you some help in getting it refunded (within the standard 3-5 working days) through the Messaging Team on here. Let us know on this thread if you want to do.

Re: Account in credit, refund

caesarome — Sat, 26 Apr 2025 15:55:24 GMT

@Brookey

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

Re: Account in credit, refund

Brookey — Sat, 26 Apr 2025 15:56:26 GMT

Yes please, get in touch with messaging team to get it refunded

Re: Account in credit, refund

Greenfingers001 — Sat, 26 Apr 2025 15:57:00 GMT

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

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

Re: Account in credit, refund

Ian286 — Wed, 07 May 2025 12:32:48 GMT

I have the same problem with my tv account, and had the same issue with my broadband, said it would be refunded but it never happened until I called them up! Shocking service all round

Re: Account in credit, refund

Daniel0210 — Wed, 07 May 2025 12:35:00 GMT

@Ian286 wrote:

I have the same problem with my tv account, and had the same issue with my broadband, said it would be refunded but it never happened until I called them up! Shocking service all round

@Ian286

So you made an unnecessary manual payment like the OP? Has it been refunded now?

Re: Account in credit, refund

Ian286 — Wed, 07 May 2025 12:39:28 GMT

No, in both cases it was after cancellation, they tell you not to cancel direct debit so you get the refund but that didn't happen with broadband, so when I cancelled my TV I made sure I cancelled the direct debit.

Re: Account in credit, refund

Daniel0210 — Wed, 07 May 2025 12:42:32 GMT

@Ian286

Cancelling a payment method means Sky have to arrange for a back office team to raise a cheque which then has to be posted to you which will delay the process further.

Re: Account in credit, refund

Ashleighjenkins — Mon, 19 May 2025 06:00:31 GMT

My account is in credit sky accidentally took 2 payments I rung up Saturday to see if I could get the £103 in credit back she said she done it take 5 days but I would like double checked that refund been done should I call to ask ? as virtual assistant doesn't have the answer for me thankyou

Re: Account in credit, refund

Daniel0210 — Mon, 19 May 2025 06:26:39 GMT

@Ashleighjenkins wrote:

My account is in credit sky accidentally took 2 payments I rung up Saturday to see if I could get the £103 in credit back she said she done it take 5 days but I would like double checked that refund been done should I call to ask ? as virtual assistant doesn't have the answer for me thankyou

@Ashleighjenkins

Sky didn't accidentally take two payments. It sounds like you made an unnecessary manual payment. When the agent said 5 days for it to be refunded, that is 3 to 5 working days so by the end of this week hopefully.

If you have a continuous payment method set up you should never need to make a manual payment. I would recommend not making manual payments unless requested to by Sky.

Re: Account in credit, refund

caesarome — Mon, 19 May 2025 09:08:53 GMT

@Ashleighjenkins wrote:

she said she done it take 5 days but I would like double checked that refund been done should I call to ask ? as virtual assistant doesn't have the answer for me thankyou

@Ashleighjenkins

Does the credit still show on your account ?

Re: Account in credit, refund

Ashleighjenkins — Mon, 19 May 2025 10:35:03 GMT

Yes it does

How to claim a refund

jcb5491 — Mon, 19 May 2025 11:45:31 GMT

Hi, I cancelled my sky services in April and returned my Sky Q box as asked and my account is left in credit. How do I get this refunded? When I check my account it just keeps saying it will be added to my next bill but I have no future bills as I cancelled all services and switched providers.

Re: How to claim a refund

Daniel0210 — Mon, 19 May 2025 11:47:10 GMT

@jcb5491
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. If your payment method has been cancelled Sky will either have to reinstate your payment method or manually raise a cheque via a back office team and post it to you so it’ll it further delayed.

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 but before we can escalate it to Sky please confirm in your reply whether the payment method is still active.

Re: How to claim a refund

jcb5491 — Mon, 19 May 2025 11:48:24 GMT

I'm not sure as I always paid in advance so have never had a direct debit taken