topic Re: Credit balance refund in Account & Billing

Credit balance refund

Emziecat73 — Sat, 19 Jul 2025 05:12:36 GMT

I had to leave sky broadband at the beginning of June as I moved house and Sky couldn't provide the broadband I needed to be able to work from home. There is a credit balance on my account as SKy took the direct debit after disconnection. I was told any credit would be automatically returned but this hasn't been the case. Please can this be escalated thanks

Re: Credit balance refund

Daniel0210 — Sat, 19 Jul 2025 05:18:08 GMT

@Emziecat73
Refunds are apparently taking longer than the usual 6 weeks from your last day of connection.

We can help 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.

If however 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 that will take much longer.

Before we can escalate it to Sky please confirm in your reply if the payment method is still active.

Re: Credit balance refund

Emziecat73 — Sat, 19 Jul 2025 06:40:11 GMT

Hi thanks

Re: Credit balance refund

Emziecat73 — Sat, 19 Jul 2025 06:41:05 GMT

Yes please if you could process it through the messaging team thanks

Re: Credit balance refund

Daniel0210 — Sat, 19 Jul 2025 06:45:30 GMT

@Emziecat73

@Daniel0210 wrote:

Before we can escalate it to Sky please confirm in your reply if the payment method is still active.

Re: Credit balance refund

Emziecat73 — Sat, 19 Jul 2025 07:14:40 GMT

It isnt but im happy to reinstate it

Re: Credit balance refund

Daniel0210 — Sat, 19 Jul 2025 07:19:26 GMT

@Emziecat73
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

Tom-W19 — Sat, 19 Jul 2025 08:12:19 GMT

Thanks for escalating. We've sent an invite to @Emziecat73.

Re: Credit balance refund

SBRP — Sat, 19 Jul 2025 13:59:26 GMT

Sorry to jump on this post, but I had this same thing. I recieved a refund for Broadband services, but still have credit showing on account for Sky TV (which was also cancelled). Can someone please advise on how to get a refund of the credit on account please?
Thanks

Re: Credit balance refund

Tom-W19 — Sat, 19 Jul 2025 14:23:35 GMT

Hi @SBRP

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the chat bubble to start the conversation. The invite will automatically close if not responded to within 48 hours.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147