topic Refund - direct debit taken after cancelling in Account & Billing

Refund - direct debit taken after cancelling

KJW1704 — Wed, 28 Jan 2026 19:40:46 GMT

I've been trying to get a refund as I've overpaid on my account after cancelling and it's in credit, however struggling to get help or to the correct area

Re: Refund - direct debit taken after cancelling

Daniel0210 — Wed, 28 Jan 2026 19:43:39 GMT

@KJW1704
Refunds are taking significantly 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 Community Messaging Team on here now 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 that it’s currently showing as a credit on your Sky account and if the payment method is still active.

Re: Refund - direct debit taken after cancelling

KJW1704 — Wed, 28 Jan 2026 20:00:40 GMT

Yes my payment method is still in place and my account is in credit

Re: Refund - direct debit taken after cancelling

Daniel0210 — Wed, 28 Jan 2026 20:02:48 GMT

@KJW1704
I’ve escalated your post to Sky and their Community Messaging Team should make contact with you later or tomorrow.

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: Refund - direct debit taken after cancelling

Jason- — Thu, 29 Jan 2026 08:49:47 GMT

Good Morning @Daniel0210 thanks for the heads up with this one and I'll message the customer now to get things sorted 😊

Cheers, Jason-

Re: Refund - direct debit taken after cancelling

KJW1704 — Sat, 31 Jan 2026 16:59:04 GMT

Still trying to resolve this please?

Re: Refund - direct debit taken after cancelling

caesarome — Sat, 31 Jan 2026 17:02:07 GMT

@KJW1704

What were you told on the chat message as refunds take up to 5 workings days.

Re: Refund - direct debit taken after cancelling

KJW1704 — Sat, 31 Jan 2026 17:25:25 GMT

They only did the ID questions then I didn't hear anything back. Then when I went back on the conversation had gone

Re: Refund - direct debit taken after cancelling

KJW1704 — Mon, 16 Mar 2026 12:32:49 GMT

I was due a refund they said it would be refund in the flowing month of Feb after they took Jan payment, however I have just checked my bank account and still no refund received? So this issue is still not resolved

Re: Refund - direct debit taken after cancelling

KJW1704 — Mon, 16 Mar 2026 12:33:57 GMT

Hi Jason, over month has passed and still no refund received

Re: Refund - direct debit taken after cancelling

Daniel0210 — Mon, 16 Mar 2026 12:35:46 GMT

@KJW1704 wrote:

Hi Jason, over month has passed and still no refund received

@KJW1704

The Escalation chat was probably closed some weeks ago now.

Does the amount still show on your Sky account as a credit?

Re: Refund - direct debit taken after cancelling

KJW1704 — Mon, 16 Mar 2026 12:54:17 GMT

It may have been closed but as they told me I had to wait a month for the payment to come back to me there was no other way to check this matter. Whether it's stating it still on my account also doesn't matter as the payment hasn't been sent. It's very frustrating that I keep having to chase my own money that potentially should have just been sent back to me why I first started this feed

Re: Refund - direct debit taken after cancelling

KJW1704 — Mon, 16 Mar 2026 12:57:01 GMT

Re: Refund - direct debit taken after cancelling

KJW1704 — Mon, 16 Mar 2026 12:57:52 GMT

This was my communication with amvit stating I would receive my money back

Re: Refund - direct debit taken after cancelling

Daniel0210 — Mon, 16 Mar 2026 12:58:00 GMT

@KJW1704

It sounds like the original escalation chat may have closed as it automatically closes if you don't respond in the set timeframes.

Before potentially re-escalating it to the team as before we need confirmation the amount is still showing as a credit.

Re: Refund - direct debit taken after cancelling

KJW1704 — Mon, 16 Mar 2026 12:59:49 GMT

I have shared a screenshot of my conversation with amvit who stated the refund would be coming back to me on the 26th Feb

Re: Refund - direct debit taken after cancelling

Daniel0210 — Mon, 16 Mar 2026 13:04:54 GMT

@KJW1704

Yes, I see it. I don't know who Amvit is, so possibly not one of the Community Messaging Team. Did you call Sky or engage in a different method of contact?

Re: Refund - direct debit taken after cancelling

KJW1704 — Mon, 16 Mar 2026 13:35:25 GMT

Yes I messaged them on WeChat as I wasn't getting anywhere on here

Re: Refund - direct debit taken after cancelling

caesarome — Mon, 16 Mar 2026 13:39:23 GMT

@KJW1704

Do you want to try again with the chat ?

Re: Refund - direct debit taken after cancelling

KJW1704 — Mon, 16 Mar 2026 14:01:59 GMT

I've managed to get hold of someone on web chat so they are refunding it to me hopefully in the next five days. Thanks