topic Re: Refund in Account & Billing

Refund

Tony134 — Tue, 25 Aug 2026 15:57:22 GMT

Hello,

I am making a formal complaint regarding the final billing on my Sky Broadband account.

I switched from Sky Broadband to BT because I found a cheaper deal. My BT broadband was actually live and working from 9 August 2026, and I received confirmation from BT that the service was live. I also received an email from Sky confirming that you had received the Sky equipment I returned.

However, Sky took a payment of £49.00 from my bank account on 3 August 2026.

As my Sky broadband service ended around 9–10 August, I believe this payment covers a period beyond the date my Sky service ended. Unfortunately, since the account was closed, I can no longer access my previous bills or contract information through the Sky app, so I cannot see what period the £49 payment relates to or what my final account balance is.

I therefore ask Sky to:

Provide me with a copy of my final bill.
Confirm the exact date my Sky Broadband service was terminated.
Confirm exactly what period the £49.00 payment taken on 3 August covered.
Calculate any unused amount that I am entitled to have refunded.
Refund any outstanding credit to my original payment account.

I would appreciate this being dealt with as a formal complaint and would like written confirmation of the outcome.

I have evidence of the BT service being live from 9 August and Sky's confirmation that its equipment was returned, if required.

Please do not simply direct me back to the automated telephone service. I am requesting that this matter is dealt with in writing so that there is a clear record of the complaint and your response.

Thank you. I look forward to your response and the refund of any amount that is due.

Kind regards

Antony [removed]

Moderator Actions: Removed personal Details

Re: Refund

Daniel0210 — Tue, 25 Aug 2026 14:55:02 GMT

@Tony134
You aren’t talking to Sky by posting here. If you are new to the forum then welcome to the Community which is made up predominantly of Sky customers helping other Sky customers which includes additional help from customers who are Superusers like myself.

Your post has been temporarily removed as you have unwisely included your full name and address. It should return after that information has been removed.

You aren't making any kind of complaint here.

What we can tell you is that billing continues through a notice period. Bills for Sky+, Sky Q and Broadband /Talk are generated 14 days prior to a payment date. For Mobile, Glass and Stream it's 3 days before the payment date.

It's therefore quite normal that another bill payment will be required. Of course any overpayment will be reimbursed to you. This can take up to 6 weeks from your last day of connection.

Re: Refund

GD1 — Tue, 25 Aug 2026 15:00:15 GMT

@Tony134 wrote:

Hello,

I am making a formal complaint regarding the final billing on my Sky Broadband account. You can't do that on public community

I switched from Sky Broadband to BT because I found a cheaper deal. My BT broadband was actually live and working from 9 August 2026, and I received confirmation from BT that the service was live. I also received an email from Sky confirming that you had received the Sky equipment I returned.

However, Sky took a payment of £49.00 from my bank account on 3 August 2026.

As my Sky broadband service ended around 9–10 August, I believe this payment covers a period beyond the date my Sky service ended. Unfortunately, since the account was closed, I can no longer access my previous bills or contract information through the Sky app, so I cannot see what period the £49 payment relates to or what my final account balance is.

I therefore ask Sky to:

Provide me with a copy of my final bill. Your bills are accessible online, you can check there.

Confirm the exact date my Sky Broadband service was terminated. Your bill will show the period billed from & to

Confirm exactly what period the £49.00 payment taken on 3 August covered. Sky bill the month ahead

Calculate any unused amount that I am entitled to have refunded. Again this will show on your next bill and any credit/refund due.

You can check your bills online, they are all availble as will be the info your requesting, Sky have billed exactly as detailed in the Terms & Conditions you accepted.

Refund any outstanding credit to my original payment account. Refunds take around 6 weeks

Re: Refund

caesarome — Tue, 25 Aug 2026 16:10:09 GMT

@Tony134 wrote:

Confirm exactly what period the £49.00 payment taken on 3 August covered.

Sky took the payment when you were still with them, the fact by this point you had signed up and waiting to change to BT doesn't stop the next bill from being created so now you have left you should see a credit on your account that can be refunded to you on and around the 3rd September and help of which can be arranged for you via here if you post back.