Account closed - credit still owed

[Lou77771]

Hi,

I recently closed my Sky broadband account and I have a credit of £68.65 on the account.  

My usual payment date had long since passed and no refund.  I've scoured the Sky website and tried the help bot numerous times, but to no avail! 

Does anyone have a better way to contact Sky to request my account balance.

Thank you very much!

Lou 

[Daniel0210]

@Lou77771 
Refunds are apparently taking longer than the usual 6 weeks from your last day of connection.

We can help get it refunded within 3-5 working days via the Messaging Team on here if you wish. Let us know on this thread if you want to do that.

If however your payment method has been cancelled Sky will either have to reinstate your payment method or manually raise a cheque via a back office team and post it to you so that will take much longer.

Before we can escalate it to Sky please confirm if the payment method is still active.

[Lou77771]

Thanks so much for the prompt and helpful reply!

My original payment method is still active.

Please could you help me in getting it refunded sooner via the Messaging Team.

Thank you again 😀

[Daniel0210]

@Lou77771 
I’ve escalated your post to Sky and their Messaging Team should contact you later today.

Look out for a post on this thread from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread periodically.

This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[Greenfingers001]

Thanks for escalating this. We’ve sent Lou77771 an invite to chat.

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

[DD68]

I am due a refund of 86.58 having cancelled all my Sky products. 17.81 for mobile, and 68.77 for broadband. The bill just says balance will be credited against next bill. Of course, there will not be one. Can we get this escalated please? My payment method is still active. Tx

[Daniel0210]

@DD68 

Afraid not. 

Refunds are apparently taking longer than the usual 6 weeks from your last day of connection.

We could normally escalate this to Sky on here via their Messaging Team but unfortunately the process is currently switched off and will be for 1-2 weeks. You will need to contact Sky and speak to an agent by other means; through social media, Sky Assistant or by calling in perhaps.

Saying nothing when asked the reason for your call usually helps in getting put in the queue.

[DD68]

Funny how Sky can bill you easily enough, but do everything they can to not pay a refund. It really should be automatic when an account is closed. Just confirms we were right to cancel I guess. Thanks for your help. I realise you don't work for them !