topic Re: Refund in Account & Billing

Refund

Jhbucks1 — Sat, 11 Apr 2026 17:18:30 GMT

Hello. I manually made a payment for my broadband and the direct debit came out today so am in credit. I want to get this refunded please

Re: Refund

Daniel0210 — Sat, 11 Apr 2026 17:20:20 GMT

@Jhbucks1

Sky don't process payments at the weekend.

The T's and C's state you should have a direct debit or continuous card payment method set up meaning you don’t need to make a manual payment unless your services have been restricted.

Once Sky have processed the planned payment they are expecting, a credit should appear on your Sky account for the amount you have overpaid. This credit should automatically be used to pay your next months bill so on that bill date no/less money should be taken from your account. I would suggest NOT making any manual payments unless requested to by Sky.

If you prefer, once your extra payment is showing as a credit, we can perhaps get you some help in getting it refunded (within the standard 3-5 WORKING days) through the Community Messaging Team on here. Let us know on this thread if you want to do that but please confirm it’s currently showing as a credit.

Re: Refund

Jhbucks1 — Sat, 11 Apr 2026 17:21:44 GMT

Yes it is showing as credit now. I didn't know if I had a direct debit set up which is why I did a manual payment so I want to get it returned to the original payment method

Re: Refund

Daniel0210 — Sat, 11 Apr 2026 17:25:31 GMT

@Jhbucks1
We’ve been asked to wait at least 10 minutes before we can escalate your post to Sky so I’ll escalate it at that point and their Community Messaging Team should contact you.

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: Refund

Jhbucks1 — Sat, 11 Apr 2026 17:27:44 GMT

Thank you. I will get a notification on email when they comment on the thread?

Re: Refund

Daniel0210 — Sat, 11 Apr 2026 17:28:39 GMT

Now escalated

Re: Refund

Brill+Gill — Sat, 11 Apr 2026 18:14:42 GMT

Thanks for escalating this @Daniel0210. We’ve sent @Jhbucks1 an invite to chat.

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