topic Re: Refund Needed in Account & Billing

Refund Needed

courtney105 — Thu, 29 Jan 2026 19:50:22 GMT

i made a payment for my sky mobile bill yesterday and it was paid, Sky has just taken the same amount from my bank again so my account is now in credit and wish this to be refunded

Re: Refund Needed

SKY1992bf — Thu, 29 Jan 2026 19:52:24 GMT

@courtney105 We can help get it refunded within 3-5 working days via the Community 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 that it’s currently showing as a credit on your Sky account and if the payment method is still active.

Re: Refund Needed

Daniel0210 — Thu, 29 Jan 2026 20:02:42 GMT

@courtney105

In addition, the T's and C's state you should have a direct debit or continuous card payment method set up. You therefore never need to make a manual payment. Once Sky have processed the planned payment they are expecting, a credit should appear on your Sky account for the amount you have overpaid. This credit should automatically be used to pay your next months bill so on that bill date no/less money should be taken from your account. I would suggest NOT making any manual payments unless requested to by Sky.

Alternatively follow the advice from @SKY1992bf if you prefer a refund.

Re: Refund Needed

courtney105 — Thu, 29 Jan 2026 20:42:03 GMT

Yes it showing up as credit in my account and yes payment method is still active

Re: Refund Needed

caesarome — Thu, 29 Jan 2026 21:34:29 GMT

@courtney105

Your post has been escalated your post to the Sky Messaging team who should be in touch with you tomorrow regarding this via a blue/red chat bubble which will appear at the bottom of this page 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 have 48 hours to respond or it will be automatically closed. To start the conversation just type in it.

This isn't a live chat so replies may not be instant.

Re: Refund Needed

Brill+Gill — Fri, 30 Jan 2026 08:55:47 GMT

Hi @caesarome, thanks for escalating this. We’ve sent @courtney105 an invite to chat.

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