topic Re: Credit refund in Account & Billing

Credit refund

JC391 — Wed, 23 Sep 2026 08:25:19 GMT

I cancelled my services in July. The last bill I paid was July 1st. My account is still showing a credit balance, and my payment method/Direct Debit is still fully active. Please can a member of the messaging team escalate this for a refund?

Re: Credit refund

caesarome — Wed, 23 Sep 2026 09:14:04 GMT

@JC391

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 refund

-Heather- — Wed, 23 Sep 2026 10:03:40 GMT

Hi @caesarome, thanks for making us aware of this. I'll send @JC391 an invite now so we can assist further. Thanks, Heather

Re: Credit refund

Dachie23 — Wed, 23 Sep 2026 20:06:41 GMT

my services ended 20th for sky q ( moved to sky stream) I've a credit of £91 on the account and the direct is still active, can you help? Thanks in advance

Re: Credit refund

caesarome — Wed, 23 Sep 2026 20:34:46 GMT

@Dachie23

Do you mean you left Sky Q on 20th September ?

If you are not a Sky Broadband customer what is your billing date each month ?

Re: Credit refund

Dachie23 — Wed, 23 Sep 2026 20:38:13 GMT

Sorry 20th Aug, I'm not a broadband customer, just sky stream now, which is about 1st of each month

Re: Credit refund

caesarome — Wed, 23 Sep 2026 20:50:27 GMT

@JC391

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you sometime tomorrow morning regarding this via a blue/red chat bubble which will appear at this bottom of this page.

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:
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 have 48 hours to respond or it will be automatically closed. To start the conversation just type in it.

This isn't a live chat so replies may not be instant.

Re: Credit refund

Dachie23 — Wed, 23 Sep 2026 20:52:54 GMT

Thank you very much for your help

Re: Credit refund

Danz994 — Thu, 24 Sep 2026 08:45:54 GMT

Good morning @caesarome Thanks for making us aware of this. I'll send @Dachie23 an invite now and we can assist further. Thanks, Danielle