topic Re: Credit Refund in Account & Billing

Credit Refund

MIKE81965 — Fri, 27 Feb 2026 19:36:23 GMT

I have switched from SkyQ to Sky glass. My Sky Q account had £138.38 credit at the switchover point. This was expected to go toward my next payment. Stupidly I thought this would virtually pay off my first monthly payment for Sky Glass. But no, Sky took full monthly payment for Sky Glass, leaving my credit in the Sky Q section of my account. I actually got to speak to someone who told that because it's a separate account I would have to wait 3 more weeks to get my money refunded....... hopefully. They said if I wanted it sooner I would have to ring before the end of the month. I said, well I'm ringing now. But apparently he couldn't do anything. Getting through is virtually impossible. I told him that is my money, and I will contact the Financial Ombudsman, if this is not resolved.

Re: Credit Refund

caesarome — Fri, 27 Feb 2026 19:47:54 GMT

@MIKE81965

If you can confirm that your payment method is still in place on the Sky Q account we can help you via here with Sky's messaging team to get this refunded to you within 5 working days if you want.

Re: Credit Refund

splatto — Fri, 27 Feb 2026 19:50:33 GMT

I had a similar surprise when I switched. I had the double charge. In my case I still had broadband which I paid for with the same direct debit as Q, so the credit went towards that for the next three months. It's the sort of thing that has the potential to cause people problems if they're on a tight budget.

Re: Credit Refund

GD1 — Fri, 27 Feb 2026 20:59:44 GMT

@MIKE81965 Thats is correct, Sky Glass is a seperate account to Sky Q so any monthly payment due for Glass would not be offset by any credit on your Sky Q account.

As advised by @caesarome we can escalate your post to the community messaging team to request a refund.