Briar-sue

[Briar-sue]

Almost a year after cancelling my TV subscription due to moving house, Sky have contacted me to tell me I have a credit balance on my account.  Sounds great, right?

Unfortunately, the phone number provided to initiate the refund process is an automated system which only allows the refund to be paid by cheque sent to the address on my account... where I no longer live, of course 🙄

How can I talk to a real person at Sky so that I can either arrange a different form of repayment, or provide my new address?

[Daniel0210 · Accepted solution]

@Briar-sue 

If you wish, we can escalate your post to Skys Community Messaging Team. They can either reinstate your payment method to refund you in 3-5 working days or arrange a back office team to raise and send out a cheque to your new address which obviously takes longer (I'm not sure this is an option if you've moved abroad).

Let us know on this thread if you wish to do this confirming it's still showing as a credit on your Sky account.

[Briar-sue]

Yes please can you escalate

[Briar-sue]

This is so difficult. It's not right 

[caesarome]

@Briar-sue 

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.