topic Re: Credit Refund in Account & Billing

Credit Refund

Roly48 — Mon, 23 Jun 2025 17:32:00 GMT

How do you get a credit refund for an account that was closed over 2 months ago?

Re: Credit Refund

Daniel0210 — Mon, 23 Jun 2025 17:48:38 GMT

@Roly48
Refunds should normally take about 6 weeks from your last day of connection, but recent posts 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 in your reply if it’s currently showing as a credit on your Sky account and whether the payment method is still active.

Re: Credit Refund

Roly48 — Mon, 23 Jun 2025 17:59:36 GMT

Showing as credit & DD still active

Re: Credit Refund

Daniel0210 — Mon, 23 Jun 2025 18:01:52 GMT

@Roly48
I’ve escalated your post to Sky and their Messaging Team should contact you tomorrow.

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

Addie15 — Tue, 24 Jun 2025 07:15:39 GMT

Hi there! Thank you for escalating this. We have sent an invite to @Roly48.

Re: Credit Refund

Addie15 — Tue, 24 Jun 2025 07:35:06 GMT

Update-We are closing this session now as this matter has been resolved. Thanks.

Re: Credit Refund

Roly48 — Thu, 03 Jul 2025 05:56:33 GMT

I am still yet to receive the credit refund

Re: Credit Refund

Daniel0210 — Thu, 03 Jul 2025 06:38:12 GMT

@Roly48

Is it still showing as a credit on your Sky account? I presume the chat response was to expect it in 3-5 working days?

Re: Credit Refund

Roly48 — Thu, 03 Jul 2025 06:46:41 GMT

Yes, this was over a week ago.

Re: Credit Refund

Daniel0210 — Thu, 03 Jul 2025 06:49:15 GMT

@Roly48

Do you want to leave it another 24/48 hours or try through another escalation?

Re: Credit Refund

Roly48 — Thu, 03 Jul 2025 06:57:24 GMT

I'll give it until Monday

Re: Credit Refund

Roly48 — Sat, 05 Jul 2025 08:08:11 GMT

Hi, please escalate, refund still not received

Re: Credit Refund

caesarome — Sat, 05 Jul 2025 08:20:01 GMT

@Roly48

I have escalated your post again so same as before as the chat bubble should appear sometime over the next few hours.

Re: Credit Refund

Addie15 — Sat, 05 Jul 2025 08:29:30 GMT

Hi there! Thank you for escalating this. We have sent an invite to @Roly48.

Re: Credit Refund

Roly48 — Mon, 28 Jul 2025 16:54:13 GMT

I would advise to cancel the DD before the last payment is taken and manually settle what you owe. I am still trying to get credit refunded that was taken in April.

Re: Credit Refund

Mark39 — Mon, 28 Jul 2025 16:57:02 GMT

@Roly48 wrote:

I would advise to cancel the DD before the last payment is taken and manually settle what you owe. I am still trying to get credit refunded that was taken in April.

Poor advice. Sky will expect payment by direct debit even if you pay manually.

Re: Credit Refund

Roly48 — Mon, 28 Jul 2025 17:00:17 GMT

Why should you pay more than you owe?

Re: Credit Refund

MarkGoldsmith — Mon, 28 Jul 2025 17:11:39 GMT

@Roly48 wrote:
Why should you pay more than you owe?

It's typically standard practice.

You are billed as usual until your services are terminated. This is likely a practice to ensure the billing systems can cope with last-minute delays (as seen in broadband switching) or customers cancelling their cancellations. Additionally, because bills are generated two weeks before the due date, a process is necessary to ensure that payment is received for every day a service is provided, and to cover the two-week gap between bill generation and payment receipt.

Re: Credit Refund

Roly48 — Mon, 28 Jul 2025 18:04:04 GMT

Surely this should then be reimbursed automatically, you shouldn't have to chase up for months.

Re: Credit Refund

caesarome — Mon, 28 Jul 2025 18:30:46 GMT

@Roly48

Did you not your your credit refunded and if so what was you told of the chat as I presume by posting on here again today you have yet to receive it ?