Cancelled Sky - When will I receive a refund

[Leeving]

Hi

I changed broadband supplier of the 17th March and returned Sky's equipment.  My account shows a credit balance of £26 - does anyone know when I'm likely to receive a refund and is it done automatically or do I have to apply for it ? (and if so - where do I apply ?).

Many thanks

[Daniel0210]

@Leeving 
Refunds after cancelling should take about 6 weeks from your last day of connection however posts here do suggest it’s taking longer.

We can potentially help get it refunded within 3-5 working days via the Community Messaging Team on here if you wish. Let us know on this thread if you want to do that.

The same applies if you’ve moved address since cancelling and you’ve had an email from Sky about posting a cheque to you. The team can either reinstate your payment method to refund you in 3-5 working days or arrange a back office team to send out a cheque to your new address which will obviously take much longer.

Before we can escalate it to Sky please confirm in your reply that:
▪️it’s still currently showing as a credit on your Sky account and,
▪️if the payment method is still active

[Leeving]

Hi Daniel

Many thanks for your response.

I can confirm that it is still showing as a credit on my account, but I have cancelled the direct debit instruction.  The bank account and debit card I used to pay my sky bills is still active.

Any assistance you can provide in speeding up the refund would be appreciated

[Daniel0210]

@Leeving 
To see if they can help you I’ve escalated your post to Sky and their Community Messaging Team should make contact with 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

[Leeving]

Fantastic - many thanks for your help

[_Claire]

Thanks for escalating this @Daniel0210 We’ve sent @Leeving an invite to chat.

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

[Leeving]

I have replied, but Skys system thinks my account number is a "bad word" so I also tried to send my address, but my postcode is also seen as a "bad word" so I have not been able to include either of these very important bits of information with my reply.

[caesarome]

@Leeving 

I'm not sure if this will work but for your account number can you spell out the numbers instead of actually typing the numbers ?

[Leeving]

Spelling the numbers did work - thank you

[Leeving]

A week has passed and "Claire" has not responded to my direct message, nor is there any sign of my refund............ which is only to be expected as I expect that they are somewhat over stretched due to so many people leaving the sinking ship.

Former customers have very long memories. If Sky continue to mistreat former customers in this manner there is no way that they (I) will ever sign up to any future contracts with Sky.

It is oh so simple to sign up with them, but a nightmare to leave (Sky's insistence that you HAVE to talk to their agents and then get passed from pillar to post) and then they mess you about with the money they owe you.

I've now made a complaint.

[Daniel0210]

@Leeving 

As you had problems sending certain information on the chat it may have timed out if you were longer than 48hours in replying. The next quickest option would be you calling Sky and speaking to an agent.

Now you've submitted a complaint Sky have up to six weeks to resolve it. 

[Leeving]

Thanks Daniel

I replied well within the time limit they set.

I'm done with wasting my time talking to Sky agents who simply pass you from pillar to post.

I'll be better off spending my time leaving them some lovely reviews on the likes of trustpilot etc 😠.......... it won't speed up my refund but it'll at leat allow me to vent some of the frustration I feel towards them..