topic Re: Refund not arrived in Account & Billing

Refund not arrived

KingThor47 — Thu, 11 Jun 2026 16:16:51 GMT

I closed my account a few months ago, and was told I would get a refund of overpaid credit. It says the refund was send on the 28th of May and would take 3-5 days to arrive... it still hasn't.

Re: Refund not arrived

caesarome — Thu, 11 Jun 2026 16:28:34 GMT

@KingThor47 wrote:

It says the refund was send on the 28th of May and would take 3-5 days to arrive... it still hasn't.

Where are you seeing that it was sent on 28th May ?

Does a credit still show on your Sky account ?

Re: Refund not arrived

KingThor47 — Thu, 11 Jun 2026 16:48:42 GMT

Going onto Broadband > Old Bills > Bill - which is for 21st May which then says;

Refund sent (and then the amount)

The refund was sent on 28 May and can take up to 5 days to be processed.

Re: Refund not arrived

caesarome — Thu, 11 Jun 2026 18:28:08 GMT

@KingThor47

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: Refund not arrived

Coley-W95 — Thu, 11 Jun 2026 18:39:45 GMT

Thanks for escalating this @caesarome We’ve sent @KingThor47 an invite to chat.

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

Re: Refund not arrived

KingThor47 — Fri, 12 Jun 2026 19:57:16 GMT

I would like to register this on a public forum so people can see this; I have spent the best part of the last day talking to various chat representatives about my refund. I cancelled my account due to MOVING HOUSE 3 months ago. They have apparently tried to send a cheque to my old address. Brilliant.

I told them I don't want a cheque and I want a direct payment to my bank account as I am also a sky talk customer they still have my details.

Nope. Round and round in circles and nothing achieved.

Be wary public. Sky will take an extra payment when closing your account and then do their upmost to ensure getting a refund is about as impossible as it gets. Despite already having access to my new address, my bank account details and my final bill which outlines the refund amount, they absolutely refuse to do anything to help actually return my money.

Ask yourself this, if it was the other way round, would they be so disintereted in getting the money back? I think not.

Atrocious customer service.

Re: Refund not arrived

Jason- — Sat, 13 Jun 2026 08:13:31 GMT

Hello @KingThor47, thanks for sharing your experience with us and we're sorry it's not been a good one as you try to get a credit balance on your account refunded.

I'll send you an invite to a private chat shortly and we can look into this for you.

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

Thanks, Jason-