Account in credit, refund overdue

[Al-]

Hello, I moved house approximately 3 months ago and had to cancel sky. I was informed that once I returned my equipment (wifi router), a refund would be issued. I received a thank you email after I sent the equipment back but my account is still showing credit. It states that "the credit will be used to pay future bills". I'm not going to have any future bills so would like a refund please. If this refund is issued in the form of a cheque/postal order, it'll be sent to my old address because I only paid Royal mail for a 3 month post redirect. How and when will I receive my refund. Thank you

[Daniel0210 · Accepted solution]

@Al- 
We would normally escalate this to Sky on here via their Messaging Team who could reinstate your payment method if you have cancelled it, but unfortunately the process is currently switched off and will be unavailable until sometime next week. You can contact Sky by other means; through social media, Sky Assistant or by calling in perhaps.

Alternatively post back on this thread in a weeks time and we may be able to help you further.

[Al-]

Hi Daniel0210

My direct debit is still open with the bank so sky will be able to credit the funds direct to my bank account. Any chance you could escalate this with sky. I've tried calling them but being on hold for 30+mins or being directed back to "my sky" app isn't working for me. It shouldn't be this hard to receive a credit from sky!. 

Thanks

[caesarome]

Sorry @Al- but at present the escalations are still unavailable so have you tried social media as they might be able to help.

[Al-]

Hi, 

To be honest, I don't really use social media. I will just wait till we are able to escalate from here. 

Thanks

[Al-]

Hi,

Have sky started accepting escalations again yet? 

Thanks

[Mark39]

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@Al- wrote:

Hi,

Have sky started accepting escalations again yet? 

Thanks

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I'm afraid not.