Account in credit, refund

[caesarome]

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@Ashleighjenkins wrote:

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 

Does the credit still show on your account ?

[Ashleighjenkins]

Yes it does

[jcb5491]

Hi, I cancelled my sky services in April and returned my Sky Q box as asked and my account is left in credit. How do I get this refunded? When I check my account it just keeps saying it will be added to my next bill but I have no future bills as I cancelled all services and switched providers.

[Daniel0210]

@jcb5491 
Refunds should normally take about 6 weeks from your last day of connection, but posts on here suggest in some cases they’re taking longer. If 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 it’ll it further delayed.

We can potentially help you 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 but before we can escalate it to Sky please confirm in your reply whether the payment method is still active.

[jcb5491]

I'm not sure as I always paid in advance so have never had a direct debit taken

[Daniel0210]

@jcb5491 

You should have had a direct debit or continuous card payment method set up and not have been making manual payments. Seems Sky will have to eventually post a cheque to you. 

[Daniel0210]

@jcb5491 

To see if they can still help you I’ve escalated your post to Sky and their Messaging Team should contact you later.

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

[jcb5491]

Thank you, I have checked my account and there is a direct debit still set up

[Daniel0210]

@jcb5491 

Okay. Post escalated. 

[jcb5491]

Thank you for your help! 😊

[caesarome]

@Ashleighjenkins 

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.

[Lisa-P1987]

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

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

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @jcb5491.

[Addie15]

Update-We are closing this session now as this matter has been resolved. If there is anything else in the future we can help you with in the future, please do not hesitate to reach out. Thanks.

[Joanne911]

Hi. My account has also been closed and I am due a refund. Could you please assist me. Thank you