topic Re: Escalation in Account & Billing

Escalation

ANGRY10 — Fri, 31 Jul 2026 15:15:49 GMT

Subject: Closed Account: Escalation needed for £716.95 refund following 51-day service failure

Hi,

I am looking for an official Sky staff member to escalate my case and open a secure chat link with me.

My account is now closed following a severe 51-day lack of service and an ongoing complaint. I have received official text confirmations that I am owed a total of £716.95 in regulatory compensation and credits (£527.34 and £189.61 credit already on my account)

I am expecting payment of £189.61 into my bank account by Tuesday as per the text sent on Tuesday.. Please confirm payment is on its way and you will still have my bank details for the second payment of £527.34 also to be sent to my bank account.

Thank you.

Re: Escalation

caesarome — Fri, 31 Jul 2026 15:18:26 GMT

@ANGRY10

Are your payment details still in place on the account ?

Re: Escalation

ANGRY10 — Fri, 31 Jul 2026 15:57:24 GMT

They did take my bank details at the time of the call but set up à direct debit to take money out of my account.

Re: Escalation

caesarome — Fri, 31 Jul 2026 16:12:27 GMT

@ANGRY10

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: Escalation

Jason- — Fri, 31 Jul 2026 16:46:37 GMT

Good Evening @caesarome, thanks for making us aware of @ANGRY10's post. I'll send them an invite now and we can help get their refund sorted.

Thanks, Jason-