topic Credit on account, awaiting refund in Account & Billing

Credit on account, awaiting refund

Kate2802 — Tue, 10 Jun 2025 10:08:00 GMT

As appears to be happening with a few former customers, my account is in credit after switching broadband providers from Sky 8 weeks ago and I'd like to get the refund. My direct debit is still active with the bank so I would imagine the refund would be fairly straighforward. Can someone assist with escalating this to Sky please?

Re: Credit on account, awaiting refund

Daniel0210 — Tue, 10 Jun 2025 10:09:00 GMT

@Kate2802
We need to wait at least 10 minutes from your original post before we can escalate it 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 just 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, awaiting refund

Kate2802 — Tue, 10 Jun 2025 10:09:55 GMT

Thanks Daniel0210, much appreciated.

Re: Credit on account, awaiting refund

Daniel0210 — Tue, 10 Jun 2025 10:18:25 GMT

@Kate2802

Now escalated.

Re: Credit on account, awaiting refund

Lisa-P1987 — Tue, 10 Jun 2025 10:20:03 GMT

Thanks for escalating this. We’ve sent Kate2802 an invite to chat.

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

Re: Credit on account, awaiting refund

Lisa-P1987 — Tue, 10 Jun 2025 10:54:00 GMT

Update - Spoken to @Kate2802 and processed the refund. 🙂