topic Re: Credit balance refund in Account & Billing

Credit balance refund

Jsyho — Tue, 08 Jul 2025 13:31:57 GMT

Hi, my boardband was cancelled in March as the building infrastructure does not support the service. There is a credit balance on my account and no refund was received yet. Please assist. Thanks!

Re: Credit balance refund

Daniel0210 — Tue, 08 Jul 2025 13:36:37 GMT

@Jsyho
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.

Additionally 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 whether the payment method is still active.

Re: Credit balance refund

Jsyho — Tue, 08 Jul 2025 13:40:49 GMT

Hi, yes, the payment method is still active.

Thanks.

Re: Credit balance refund

Daniel0210 — Tue, 08 Jul 2025 13:42:14 GMT

@Jsyho
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: Credit balance refund

Mr+Flibbles+86 — Tue, 08 Jul 2025 13:44:01 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.