topic Re: Delayed Credit Refund After Cancellation in Account & Billing

Delayed Credit Refund After Cancellation

doninden — Sat, 12 Jul 2025 11:35:20 GMT

I'm hoping for some assistance. I cancelled my Sky Broadband service back in March.

My account is showing a credit balance of £21.7. It has now been over three months and I have not yet received the refund, which I had understood would be an automatic process.

I have read on these forums that the Sky Messaging Team can help with this. Could a member of the community please escalate my post to the Messaging Team so they can help process the refund to my bank account?

Thank you for your help

Re: Delayed Credit Refund After Cancellation

Daniel0210 — Sat, 12 Jul 2025 11:43:52 GMT

@doninden
We can help get it refunded within 3-5 working days via the Messaging Team on here if you wish.

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 whether the payment method is still active.

Re: Delayed Credit Refund After Cancellation

doninden — Sat, 12 Jul 2025 14:31:58 GMT

The payment method is still active

Re: Delayed Credit Refund After Cancellation

Daniel0210 — Sat, 12 Jul 2025 14:34:42 GMT

@doninden
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: Delayed Credit Refund After Cancellation

Tom-W19 — Sat, 12 Jul 2025 14:53:21 GMT

Thanks for escalating. We've sent an invite to @doninden.