topic Re: Due a refund after leaving in Account & Billing

Due a refund after leaving

Duchess89 — Tue, 28 Apr 2026 15:39:24 GMT

We recently cancelled our sky and I was expecting a refund of account credit, I can see this on my account but I haven't received it as expected, when I tried to use the online chat I was told they could not access my account, can anyone help please?

Re: Due a refund after leaving

Mark39 — Tue, 28 Apr 2026 15:47:53 GMT

@Duchess89 wrote:
We recently cancelled our sky and I was expecting a refund of account credit, I can see this on my account but I haven't received it as expected, when I tried to use the online chat I was told they could not access my account, can anyone help please?

@Duchess89 did they say why?

Edited to add by way of explanation: if Sky can't identify you in order to access your account, they can't arrange a manual refund

Re: Due a refund after leaving

Duchess89 — Tue, 28 Apr 2026 15:52:05 GMT

They did, 'Because there are no security details on the account'

Re: Due a refund after leaving

Mark39 — Tue, 28 Apr 2026 16:08:02 GMT

@Duchess89 yes, unfortunately they can't identify you , then. I'm not sure how you progress that. Perhaps try raising a formal complaint?

https://www.sky.com/help/articles/how-to-make-a-complaint