topic Re: Credit refund in Account & Billing

Credit refund

Jam18 — Tue, 27 Jan 2026 17:12:23 GMT

Payment was taken by direct debit as usual on 04/11/2025

My broadband service with Sky was cancelled on 20/11/2025.

Payment was again taken by direct debit on 03/12/2025

My account is now in credit, how do I get it refunded?

Re: Credit refund

caesarome — Tue, 27 Jan 2026 17:15:53 GMT

@Jam18

Can you confirm your direct debit is still in place ?

Re: Credit refund

Daniel0210 — Tue, 27 Jan 2026 17:16:11 GMT

@Jam18
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: Credit refund

Jam18 — Tue, 27 Jan 2026 17:22:04 GMT

Hi,

Yes the direct debit is still active and my account has credit in it.

Re: Credit refund

caesarome — Tue, 27 Jan 2026 17:26:48 GMT

@Jam18

To get you some help with this 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 refund

Jam18 — Tue, 27 Jan 2026 20:37:07 GMT

Thanks for your help

Re: Credit refund

Jason- — Wed, 28 Jan 2026 09:17:28 GMT

Good Morning @caesarome 😊, thanks for the heads up with this and we'll take it from here.

Cheers, Jason-

Re: Credit refund

Jam18 — Wed, 28 Jan 2026 20:48:08 GMT

Still haven't heard anything. Is this really the best way to resolve this problem? Why doesn't Sky simply refund my money? Took money off me out of contract, profiting on the interest for 10 weeks and expect me to chase it up? Has anyone else been treated like this?

Re: Credit refund

Daniel0210 — Wed, 28 Jan 2026 20:51:31 GMT

@Jam18

The alternative to resolving through the Messaging Team is to call Sky.

Re: Credit refund

Jam18 — Wed, 28 Jan 2026 21:10:57 GMT

Phone line is closed 🤷🏻‍♂️

Re: Credit refund

caesarome — Wed, 28 Jan 2026 22:14:07 GMT

@Jam18

What were you told by the messaging team ?

Re: Credit refund

Jam18 — Wed, 28 Jan 2026 22:24:20 GMT

Was told to wait for a chat bubble to appear. There has been no chat bubble. Thanks

Re: Credit refund

caesarome — Wed, 28 Jan 2026 22:35:21 GMT

There should be a small chat bubble at the bottom of this page where as it has been sent to you by @Jason- ?

Re: Credit refund

Jam18 — Thu, 29 Jan 2026 07:17:09 GMT

Hi,

No chat bubble, I repled to the private message asking wethee the bubble would appear on the message or discussion thread but he didn't reply to me.

Re: Credit refund

Jason- — Thu, 29 Jan 2026 09:01:43 GMT

Good Morning @Jam18 sorry to see you're still waiting for your invite to discuss this further. I'll make sure this is done asap! 👍🏻

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141

Re: Credit refund

Jam18 — Thu, 29 Jan 2026 16:15:44 GMT

Still no chat bubble. However I managed to connect with Sky by using their complaints process. Bizarre how hard it is to speak to someone. They said they will send a cheque in the post like its 1980 or something! Direct debit is still open but they insist on sending me a cheque. Oh well, lets see if it turns up!

Re: Credit refund

Daniel0210 — Thu, 29 Jan 2026 16:20:29 GMT

@Jam18

If your payment method hasn't been cancelled there's no reason they would need to post a cheque out which will obviously take longer than the 3-5 working days the Messaging Team could have arranged, but that's entirely your choice.

Re: Credit refund

Jam18 — Thu, 05 Feb 2026 22:27:12 GMT

It has now been 5 working days since the promise of a cheque in the post. I still haven't recieved my cheque. I am genuinely shocked by how appaling sky treats it's customers. They have been holding my money for 11 weeks now!

By the way, none of this was my choice. I keep being told that a message bubble will appear on this community when it never does. I am also being told by email that cheque is the only option even though my direct debit is still active.

Re: Credit refund

Daniel0210 — Fri, 06 Feb 2026 04:53:39 GMT

@Jam18

A cheque will take much longer than 5 working days. I can't understand why they can't refund the amount directly to your account if the payment method is still active. Have Sky said why they can't do that?