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

Account in credit, refund overdue

Sabri1 — Thu, 12 Jun 2025 07:05:15 GMT

I switched provider in April and my account shows that I am in credit. How do I get my overdue refund?

Re: Account in credit, refund overdue

Daniel0210 — Thu, 12 Jun 2025 07:06:08 GMT

@Sabri1
Refunds should normally take about 6 weeks from your last day of connection, but recent posts on here suggest in some cases it is 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.

Note that 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.

Before we can escalate it to Sky please confirm whether the payment method is still active.

Re: Account in credit, refund overdue

Sabri1 — Thu, 12 Jun 2025 07:07:56 GMT

Hi, the direct debit is still active and yes please I would like help here to get my refund

Re: Account in credit, refund overdue

Daniel0210 — Thu, 12 Jun 2025 07:08:57 GMT

@Sabri1
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: Account in credit, refund overdue

Sabri1 — Thu, 12 Jun 2025 07:13:35 GMT

Thank you so much for your help.

As a feedback: This system to get refunds is not userfriendly. Refunds should happen promptly and automatically, without us customers chasing money and having to spend time looking at potential "invitations" to chat with the employes within a timeframe. I am happy to have switched provider.

Re: Account in credit, refund overdue

Daniel0210 — Thu, 12 Jun 2025 07:15:31 GMT

@Sabri1

Now escalated.

Re: Account in credit, refund overdue

Mr+Flibbles+86 — Thu, 12 Jun 2025 07:23:07 GMT

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

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