Account in credit, refund

[Brookey]

My accounts in credit and I would like this refunded but can't find anywhere, where it says it can be? 

[Daniel0210]

@Brookey 

What was the credit for? Have you recently cancelled your subscription? 

[caesarome]

@Brookey 

Has this credit come from an overpayment or because you have left Sky ?

[Brookey]

Paid the bill twice

[Brookey]

An overpayment. 

[Daniel0210]

@Brookey 
If you have a continuous payment method set up you should never need to make a manual payment. A credit will appear on your account for the amount you have overpaid once the planned payment has been processed. This should automatically be used to pay your next bill so on that bill date no/less money should be taken from your account. I would recommend not making manual payments unless requested to by Sky.

If you prefer, once your extra payment is showing as a credit, we can perhaps get you some help in getting it refunded (within the standard 3-5 working days) through the Messaging Team on here. Let us know on this thread if you want to do.

[caesarome]

@Brookey 

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.

[Brookey]

Yes please, get in touch with messaging team to get it refunded

[Greenfingers001 · Accepted solution]

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

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

[Ian286]

I have the same problem with my tv account, and had the same issue with my broadband, said it would be refunded but it never happened until I called them up! Shocking service all round 

[Daniel0210]

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@Ian286 wrote:

I have the same problem with my tv account, and had the same issue with my broadband, said it would be refunded but it never happened until I called them up! Shocking service all round 

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@Ian286 

So you made an unnecessary manual payment like the OP? Has it been refunded now? 

[Ian286]

No, in both cases it was after cancellation, they tell you not to cancel direct debit so you get the refund but that didn't happen with broadband, so when I cancelled my TV I made sure I cancelled the direct debit. 

[Daniel0210]

@Ian286 

Cancelling a payment method means Sky have to arrange for a back office team to raise a cheque which then has to be posted to you which will delay the process further.

[Ashleighjenkins]

My account is in credit sky accidentally took 2 payments I rung up Saturday to see if I could get the £103 in credit back she said she done it take 5 days but I would like double checked that refund been done should I call to ask ? as virtual assistant doesn't have the answer for me thankyou 

[Daniel0210]

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@Ashleighjenkins wrote:

My account is in credit sky accidentally took 2 payments I rung up Saturday to see if I could get the £103 in credit back she said she done it take 5 days but I would like double checked that refund been done should I call to ask ? as virtual assistant doesn't have the answer for me thankyou 

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@Ashleighjenkins 

Sky didn't accidentally take two payments. It sounds like you made an unnecessary manual payment. When the agent said 5 days for it to be refunded, that is 3 to 5 working days so by the end of this week hopefully. 

If you have a continuous payment method set up you should never need to make a manual payment. I would recommend not making manual payments unless requested to by Sky.