topic Re: delayed refund after cancellation - please escalate in Account & Billing

delayed refund after cancellation - please escalate

Lucy195 — Wed, 23 Jul 2025 10:35:15 GMT

Hi there, I have exactly the same issue as some others and it seems the only solution is to escalate. I wish Sky would fix this automatically or give us some way to contact them direct, rather than having to go through this forum.

Service cancelled end of April

Credit showing on account since then

Payment method (direct debit) is still active

please refund me

Thank you

Re: delayed refund after cancellation - please escalate

Daniel0210 — Wed, 23 Jul 2025 10:38:24 GMT

@Lucy195
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: delayed refund after cancellation - please escalate

Daniel0210 — Wed, 23 Jul 2025 10:45:23 GMT

@Lucy195

Now escalated.

Re: delayed refund after cancellation - please escalate

Addie15 — Wed, 23 Jul 2025 10:48:42 GMT

Hi there! Thank you for escalating this. We have sent an invite to @Lucy195.

Re: delayed refund after cancellation - please escalate

Lucy195 — Wed, 23 Jul 2025 11:46:08 GMT

For info for other users - this was escalated and processed within 2 hours but have fed back that it sold be an automatic process without having to spend time online