topic Account in credit, refund needed in Account & Billing

Account in credit, refund needed

MissM — Wed, 01 Apr 2026 02:51:54 GMT

I switched broadband providers in January. Sky took another payment a few days after I switched, then refunded this as an account credit in February. I was previously advised that it would be automatically refunded to me but that has not happened. How do I get the account credit refunded?

Re: Account in credit, refund needed

Daniel0210 — Wed, 01 Apr 2026 04:09:32 GMT

@MissM
Refunds after cancelling should take about 6 weeks from your last day of connection however posts here do suggest it’s taking longer.

We can potentially 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.

Note: [The same applies if you’ve moved address since cancelling and you’ve had an email from Sky about posting a cheque to you. They can either reinstate your payment method to refund you in 3-5 working days or arrange a back office team to send out a cheque to your new address which will take much longer].

Before we can escalate it to Sky please confirm in your reply that…it’s still currently showing as a credit on your Sky account, if the payment method is still active and if the payment method has been cancelled whether you’ve moved address since leaving.

Re: Account in credit, refund needed

HelenCupcake — Wed, 01 Apr 2026 12:40:06 GMT

Good luck! I was told I was due a refund when I cancelled. They didn't process the cancellation properly and are now chasing me for money!

Re: Account in credit, refund needed

LJB-C — Wed, 01 Apr 2026 12:56:56 GMT

Hi there @HelenCupcake, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.

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: Account in credit, refund needed

MissM — Wed, 01 Apr 2026 13:22:38 GMT

Hi,

That would be great if you could escalate it to the Sky community messaging team, thanks.

It has been 11 weeks since my last day of connection, the credit is still showing in my Sky account and my payment method is still open/active.

Re: Account in credit, refund needed

Daniel0210 — Wed, 01 Apr 2026 13:24:28 GMT

@MissM

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 in credit, refund needed

LJB-C — Wed, 01 Apr 2026 16:04:12 GMT

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

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