topic Re: Account Credit in Account & Billing

Account Credit

davidandrew — Mon, 30 Mar 2026 11:32:09 GMT

I cancelled my fibre broadband on 2nd March, then contacted Sky via phone and spoke to an Advisor who told me I would receive a Credit of £21.21 on my normal billing date of 20th March and not to cancel my direct debit.

So, I did not cancel my direct debit but, surprise surprise, my bank account shows no such credit. Checked My Sky and this Credit is showing on my Sky account so why has it not been credited as promised by the Advisor?

Re: Account Credit

GD1 — Mon, 30 Mar 2026 11:36:51 GMT

@davidandrew It has been credited as advised on the phone, however the refund itself can take around 6 weeks to be processed.

If you still have your payment method in place we can ask the Community Messaging team to reach out to you, they can process the refund for you, would you like this to be done?

Re: Account Credit

daveNOS — Mon, 30 Mar 2026 11:36:51 GMT

Edited as @GD1 beat me to it.

Re: Account Credit

davidandrew — Mon, 30 Mar 2026 13:55:00 GMT

Yes, I would like this refunded ASAP as it was promised to be credited on '20th March' during my call, not 6 weeks later as mentioned which I was aware is what seems to be the norm.

Re: Account Credit

Daniel0210 — Mon, 30 Mar 2026 14:09:42 GMT

@davidandrew
You haven’t contacted Sky by posting on here. This is a customer ▶️ customer discussion forum where we try to help other customers.

To see if they can help you I’ve escalated your post to Sky and their Community Messaging Team should make contact with you later.

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: Account Credit

LauraMac38 — Mon, 30 Mar 2026 14:15:28 GMT

Thanks @Daniel0210 for escalating this. We’ve @davidandrew sent an invite to chat.

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