topic Re: REFOUND in Account & Billing

REFOUND

MB97 — Thu, 04 Dec 2025 08:42:09 GMT

I purchased a phone from Sky on 09/11, and it was cancelled by Sky on 10/11.
According to the terms of the contract, my refund should have been processed within 14 working days after the cancellation. Today is 04/12, and Sky has still not returned my money.

I will be filing a formal complaint, as this situation is extremely disrespectful and unacceptable.
Sky owes me €450, has already admitted there was an error, and asked for another 5 working days, which coincidentally ends tomorrow — and if the money does not arrive, I will still have to wait until Monday.

I have contacted Sky several times by phone and by message, yet I still do not have a clear answer.
I am requesting an immediate proof of payment. This situation is absurd.

I would also like to know: will I be compensated with interest?
Because if I had delayed the payment that was supposed to be completed on 17/11, according to your WhatsApp support chat, I would certainly be charged interest by Sky.

Why does the same not apply when the mistake is on Sky's side?

Re: REFOUND

PandJ2020 — Thu, 04 Dec 2025 09:27:51 GMT

@MB97 wrote:
I am requesting an immediate proof of payment. This situation is absurd.

You can't request that from the other customers here.

I would also like to know: will I be compensated with interest?

Not normally.

Re: REFOUND

caesarome — Thu, 04 Dec 2025 09:35:13 GMT

@MB97

This link explains how to register a complaint:

https://www.sky.com/help/articles/how-to-make-a-complaint

Re: REFOUND

MB97 — Thu, 04 Dec 2025 09:40:13 GMT

Thank you. I’ve sent many complaints by email and chat, but I haven’t received any reply.

Re: REFOUND

caesarome — Thu, 04 Dec 2025 09:41:43 GMT

@MB97

You need to give it time as Sky now has 8 weeks to either resolve this issue or to issue you with a deadlock letter so you can take it further.

Re: REFOUND

MB97 — Thu, 04 Dec 2025 09:49:34 GMT

In my contract, it states that refunds must be processed within 14 business days, and I was also informed via message that the same timeframe would apply. I was told that the refund should have been completed by 17/11, but it has not been processed due to an internal error.

Re: REFOUND

caesarome — Thu, 04 Dec 2025 09:54:21 GMT

You said that earlier which is why you must now wait for the complaint process to deal with this as we are customers here so can't do anything for you.

Re: REFOUND

PandJ2020 — Thu, 04 Dec 2025 09:55:15 GMT

@MB97 wrote:
In my contract, it states that refunds must be processed within 14 business days, and I was also informed via message that the same timeframe would apply. I was told that the refund should have been completed by 17/11, but it has not been processed due to an internal error.

Sure, but there's still nothing us other customers can do...

Re: REFOUND

MB97 — Thu, 04 Dec 2025 10:05:09 GMT

I know, but it says it’s a community. Maybe someone else has had the same issue or has an idea on how to get it sorted.

Re: REFOUND

GD1 — Thu, 04 Dec 2025 10:15:48 GMT

@MB97 You've been given the steps to get it resolved, I don't see what else anyone can do to help?

Re: REFOUND

MB97 — Thu, 04 Dec 2025 10:25:20 GMT

Hi my dear, thank you for replying. If you don’t have an answer that can help me, it’s okay. As I said before, someone else might have gone through the same situation! They told me it would take 14 business days, then they told me it would be by today, and now they are telling me it will be in 5 business days. So no, they haven’t given me a solution!