topic Re: Credit balance in Account & Billing

Credit balance

Getawaydriver — Thu, 26 Feb 2026 23:48:26 GMT

My contract ended in December 2025 and still not received £14 refund for account being in credit

Re: Credit balance

Daniel0210 — Fri, 27 Feb 2026 02:57:08 GMT

@Getawaydriver
Refunds after cancelling should take about 6 weeks from your last day of connection but posts suggest it’s taking longer.

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: Credit balance

Getawaydriver — Fri, 27 Feb 2026 10:40:04 GMT

Hj Danielle and thanks for getting back to me. I've downloaded last bill and showing as £14 credit. Services ended for broadband on 12th December and TV on 23rd December.

Still got an active DD in my bank account

Re: Credit balance

Jason- — Fri, 27 Feb 2026 10:42:29 GMT

Good Morning @Getawaydriver, thanks for checking your bill. I'll send you an invite to a private chat shortly and we can help get this balance refunded.

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

Thanks, Jason-👍🏻

Re: Credit balance

Daniel0210 — Fri, 27 Feb 2026 10:43:37 GMT

@Jason-

Just beat me to it 😂

Re: Credit balance

Jason- — Fri, 27 Feb 2026 10:52:30 GMT

Sorry @Daniel0210, I've had my Weetabix this morning! 😂

Jason-

Re: Credit balance

Getawaydriver — Tue, 03 Mar 2026 07:01:49 GMT

Hi Daniel, just received a mail saying I'd had a response but can't see it. In a honesty, why am I chatting with people who aren't Sky employees, why aren't Sky replying?

Anyways, I've already provided account details etc but can't see that chat. Am I expected to sit here waiting for replies?

Cheers

Dave

Re: Credit balance

Daniel0210 — Tue, 03 Mar 2026 07:32:17 GMT

@Getawaydriver wrote:

Hi Daniel, just received a mail saying I'd had a response but can't see it.

Is the chat still active?

In a honesty, why am I chatting with people who aren't Sky employees, why aren't Sky replying?

SuperUsers are customers with the ability to escalate your issue to Sky but a member of the Messaging Team beat me to it. You had a reply from @Jason- who is a Sky employee.

Anyways, I've already provided account details etc but can't see that chat. Am I expected to sit here waiting for replies?

My earlier post explains the escalation process. The alternative to this is for you to call Sky.

Re: Credit balance

arcadeavenger — Tue, 03 Mar 2026 09:31:19 GMT

Hi there, I've resent an invite to chat.

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

Re: Credit balance

Getawaydriver — Tue, 03 Mar 2026 19:55:13 GMT

Hi there, this is all very confusing multiple messages from different people, notifications, bells and emails.

If you're a Sky employee is there a reason I can't make a simple phone call to get this resolved or is this the route?

Cheers

Re: Credit balance

Daniel0210 — Tue, 03 Mar 2026 19:58:45 GMT

@Getawaydriver

Your issue has been escalated again by a staff member. My earlier post already says the alternative is calling Sky.

Re: Credit balance

arcadeavenger — Tue, 03 Mar 2026 20:01:08 GMT

Hi @Getawaydriver, as Daniel0210 advised your case has been escalated again by myself (I am a staff member). We will reply to your response to our chat invite as soon as we can. Alternatively, you can call if you prefer.

Re: Credit balance

Getawaydriver — Tue, 03 Mar 2026 20:24:17 GMT

Thanks again,, all sorted now and I had tried calling but got passed around hence my post here.

Thanks again

Re: Credit balance

arcadeavenger — Tue, 03 Mar 2026 20:38:52 GMT

Happy to help! If you need anything else, let us know 😊