topic Re: Credit balance not refunded in Account & Billing

Credit balance not refunded

Karen+304 — Thu, 23 Apr 2026 07:23:33 GMT

I left Sky Broadband in March. Shortly after they invoiced me for April. I rang to ask why and was told it would be refunded on my next payment date. That date is now here and I've not been refunded. The app states it will be offset against a future bill but as I've left there will not be a future bill. This needs to be refunded now as I'm over a month out of pocket.

Re: Credit balance not refunded

caesarome — Thu, 23 Apr 2026 08:30:50 GMT

@Karen+304

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

Re: Credit balance not refunded

_Claire — Thu, 23 Apr 2026 09:14:13 GMT

Thanks for escalating this @caesarome We’ve sent @Karen+304 an invite to chat.

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

Re: Credit balance not refunded

Karen+304 — Wed, 29 Apr 2026 08:15:04 GMT

Thank you all, credit balance now received.

Is it possible to repay credit balances to customers without the customer having to chase? Just a thought to try and help others

Re: Credit balance not refunded

Mark39 — Wed, 29 Apr 2026 08:43:58 GMT

@Karen+304 refunds are usually automatically repaid within 6 weeks or so.