topic Re: Credit balance cheque refund in Account & Billing

Credit balance cheque refund

Sarah498 — Tue, 15 Jul 2025 16:09:56 GMT

I have recieved an email for a cancelled account at my old address al be it 8 months after I cancelled and sent back the equipment.

I called the number as asked, but the recorded message is only offering to send the refund by cheque to my address on the account.

How can I get the refund either refunded to the account they took it from or to my new adress?

Is there a number I can call?

Re: Credit balance cheque refund

caesarome — Tue, 15 Jul 2025 16:16:59 GMT

@Sarah498

We can get you some help via here if you want via Sky's messaging team, this will involve you have to setup your payment method again so the credit can be refunded via it. This is actually why you have been sent this email as there is no payment method in place so are you OK with doing this ?

Re: Credit balance cheque refund

Sarah498 — Tue, 15 Jul 2025 16:19:54 GMT

That would be great. How do I contact Sky's messaging team?

Re: Credit balance cheque refund

caesarome — Tue, 15 Jul 2025 16:23:28 GMT

@Sarah498

We contact them for you so I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

Re: Credit balance cheque refund

Lisa-P1987 — Tue, 15 Jul 2025 16:38:52 GMT

Thanks for escalating this. We’ve sent Sarah498 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

Re: Credit balance cheque refund

Jeebz1 — Tue, 15 Jul 2025 23:22:54 GMT

I am also facing the same issue. I got an email but i have moved address

Re: Credit balance cheque refund

Tom-W19 — Wed, 16 Jul 2025 07:14:59 GMT

Hi @Jeebz1

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

Re: Credit balance cheque refund

Sarah498 — Tue, 05 Aug 2025 10:18:18 GMT

Hi,

Its been 2 weeks now and no refund recieved. Is this usual?

Re: Credit balance cheque refund

Daniel0210 — Tue, 05 Aug 2025 10:22:13 GMT

@Sarah498

Did you engage in the chat invite you were sent? If you did what was the result of that?

If a refund was arranged to your bank that should take 3-5 working days. If a cheque was arranged a back office team have to raise it and then you're waiting for it to arrive through the post which will take considerably longer.

Re: Credit balance cheque refund

Sarah498 — Tue, 05 Aug 2025 10:24:16 GMT

Yes, I engaged with a chat and they said they would refund to my bank in 3-5 days. they said they would refund to the account I used to pay my bill from.. No sign of anything yet.

Re: Credit balance cheque refund

Daniel0210 — Tue, 05 Aug 2025 10:26:35 GMT

@Sarah498

You will need to contact Sky to chase this up.

We could normally re-escalate this to Sky on here via their Messaging Team, but unfortunately the process is currently switched off and will be for 2-3 weeks. You will need to contact Sky and speak to an agent by other means; through social media, Sky Assistant or by calling in perhaps.

Re: Credit balance cheque refund

Jeebz1 — Tue, 05 Aug 2025 10:28:48 GMT

Hello, i'm also facing the same. i havent still gotten my refund, i spoke to someone on the messaging team beginning on July and i was told the cheque will be canceled and refund done to my bank account

Re: Credit balance cheque refund

Sarah498 — Tue, 05 Aug 2025 10:28:52 GMT

Ok Thanks - I will try and call them.

Re: Credit balance cheque refund

Jeebz1 — Mon, 27 Oct 2025 14:52:56 GMT

Hello, i still havent gotten any update on this

Re: Credit balance cheque refund

Daniel0210 — Mon, 27 Oct 2025 15:13:43 GMT

@Jeebz1

You will need to contact Sky to chase this up. The Messaging Team access is not available at present so we can't go down that route again.

Re: Credit balance cheque refund

Jeebz1 — Mon, 27 Oct 2025 15:43:08 GMT

Is there a contact email i can use? Please provide

Re: Credit balance cheque refund

Daniel0210 — Mon, 27 Oct 2025 15:45:15 GMT

@Jeebz1

No. Sky don't use email for general communication.

The current methods for contacting Sky are below and depending on your reason for making contact some methods will be more appropriate than others……

🟩 📞 Customer Services by dialling 150 (free) from either a Sky mobile or a Sky Talk landline. The forum doesn’t allow the display of other numbers. Other official numbers to Sky from the UK are 03 numbers which are normally inclusive from non Sky phones.

All calls will start automated which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

🟩 online help via this link
https://www.sky.com/help
If necessary a number may be visible at the end of the correct help flow.

🟩 Sky Assistant 💬 should also be available via
https://www.sky.com/help
for most service issues and gives you 24/7 help and a quick response. It should provide you with multiple choice options based on your problem and will provide troubleshooting steps to fix any service issues.

🟩 Social Media You can also get in touch via the messaging services on: Facebook, Instagram, or X (links at the bottom of the forum page).

🟨Note ~ ROI customers If you’re in the ROI make sure the flag in the bottom right of the link is showing the correct flag and change if required. The Sky Ireland phone lines are closed at a weekend.

Re: Credit balance cheque refund

Jeebz1 — Mon, 27 Oct 2025 15:47:25 GMT

Thank you

Re: Credit balance cheque refund

Sarah498 — Mon, 27 Oct 2025 16:21:22 GMT

I called them and had te re set up my DD and then the refund did come though.

Re: Credit balance cheque refund

TamL89 — Tue, 17 Mar 2026 16:30:05 GMT

I have received the email today, called the number it is asking for my account number which I don't remember and no longer have any paperwork, why is it so bloody hard to talk to a human????? Have tried the chat bot and again it is also not helping without an account number!!! I want to make an official complaint, so sick of this and was always difficult to speak with someone when I was still a customer!!