Automatic compensation not received

[Tommy38]

Had email from sky on 6/6/2025 informing me that I was due £49.90 in compensation as my broadband had been down for around a week, to be payed within 30 days, i still haven't had the payment and it's been 45 days, is this normal ?

[Daniel0210]

@Tommy38 

It is applied as a credit into your Sky account for use towards future bills so do you see it in there?

[Tommy38]

Ah yes, I forgot to mention my sky contract has also ended since then.

[caesarome]

Do you mean you have now left Sky @Tommy38 or are you still a customer ?

[Tommy38]

Yes, I'm no longer a sky customer, they told me the compensation would either go onto my next bill if I still had a sky account or payed by cheque or bank transfer if I no longer had an account, upto now I've never heard a thing, I assumed there would be sky representatives on here to sort it out?

[Daniel0210]

@Tommy38 
Refunds normally take 6 weeks from your last day of connection. Posts on here suggest it's taking a bit longer. 

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 in your reply that it’s currently showing as a credit on your Sky account and if the payment method is still active.

[Tommy38]

Hello again, I haven't yet received any payment from sky, I can confirm the direct debit was closed down after my last payment so I guess any payments will be by cheque, it's been 13 weeks upto now, I'll attach the email where it shows how much in they owe me.

 

[caesarome]

@Tommy38 

As you never responded to @Daniel0210 post in July about your post being escalated to Sky, which can't be done now as they are offline at present you will have to call Sky to arrange a cheque to be sent out. Had you left the direct debit in place they could have refunded it via this so it would be quicker if you were to reinstate this when you speak to them.