topic Re: Credit refund in Account & Billing

Credit refund

CatherineW1 — Wed, 16 Jul 2025 09:20:04 GMT

Hello,

I cancelled my broadband 6 weeks ago and have a credit balance that has not been credited back into my account. When I login it says it will be deducted from my next bill but there is no bill to deduct this from.
I have kept my direct debit active so you are able to refund me the amount owed, could you please let me know who I can escalate this to?

Re: Credit refund

Daniel0210 — Wed, 16 Jul 2025 09:20:50 GMT

@CatherineW1
We need to wait at least 10 minutes from your 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 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

Daniel0210 — Wed, 16 Jul 2025 09:30:55 GMT

Now escalated @CatherineW1

Re: Credit refund

Tom-W19 — Wed, 16 Jul 2025 09:36:22 GMT

Thanks for escalating. We've sent an invite to @CatherineW1.