Account credit refund

[Alan.P]

Hi hoping someone can help, so silly me made a manual payment to my sky account forgetting I had set up a direct debit so I paid twice and my account is in credit, how do I go about getting this refunded please?

[SKY1992bf · Accepted solution]

@Alan.P  The quickest way is by giving sky a call and they will process it within 3-5 working days 

alternatively we can alert the messsging team on here if you wish 

[Alan.P]

I've contacted sky I have been refused a refund and told I have left it too long and that I should have contacted them earlier, and told me to contact my bank to claim it back I will be putting a complaint in about this and as soon as my contract is up I will be changing provider

[SKY1992bf]

@Alan.P  I'm personally surprised by that response to be honest as any manual overpayment should be refunded 

however if that's what sky has advised there's nothing more you can do other than put in a complaint, unless it's because your next payment is due in two weeks and they are preparing to take the credit as payment rather then charging the dd?

[Alan.P]

To be honest it's mainly the way I was spoken to,  like I'm stupid and like it was my fault and why had I left it so long?  Not professional at all. Even refused to let me speak to a manager. Thank you for your help but I'll just take his advice and chase it through my bank

[Daniel0210]

@Alan.P 

I agree with @SKY1992bf A credit will have appeared on your account for the amount you have overpaid. This will now be earmarked to pay your next bill and bills are generated 2 weeks before the payment due date. Hindsight is a wonderful thing but in future I would suggest not making manual payments unless requested to by Sky as automated payments may not be prevented.

[Alan.P]

Yup, however it was a genuine mistake as I outlined earlier I simply forgot I had set up a direct debit, lesson learned, never again

[caesarome]

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@Alan.P wrote:

I've contacted sky I have been refused a refund and told I have left it too long and that I should have contacted them earlier, 

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There is something here that doesn't add up, if this payment you made is showing on your account as a credit then I can't see why that would not refund you so is it on your account as a credit still ?

[Alan.P]

Yes still showing as a credit, confirmed by sky on the phone that my account is in credit .

your right it doesn't add up. I don't see why it was such an issue for the guy I spoke too.

[caesarome]

@Alan.P 

To get you some help with this I have escalated your post to the Sky Messaging team who will 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:
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 have 48 hours to respond or it will be automatically closed. This isn't a live chat so replies are not instant.

[Mr+Flibbles+86]

Thank you for escalating this. We have sent an invite to chat

[Lisa-P1987]

The only reason I can think of for the refund not being available is if the bill has already been produced for the next month, it is produced 14 days before the payment due date. If this is what has happened, then then credit is used towards that bill automatically.

We have sent an invite for a chat though so will see what might be the issue 🙂

[Tom-W19]

Hi Alan.P

An invite was sent but there was no response within 48 hours so it has automatically closed.

If you still need help with this please let us know by posting on the forum again and we will get it escalated through to us.

[JordanManc99]

I've done the exact same thing. What's the quickest way to have the money refunded?

[caesarome]

@JordanManc99 

Is the payment you made now showing as a credit on your account ?