Cancelled contract payment still came out

[Cathrynk1]

Broadband was cancelled a few weeks in advance 

but was told not cancel the direct debit as the finishing date was too close to direct debit date and that it would be taken and then refunded - but I have heard nothing or confirmation on refund - who do I speak with please? 

[Daniel0210]

@Cathrynk1 
Refunds can take up to 6 weeks from your last day of connection however if your payment method has been cancelled Sky will have to manually raise a cheque via a back office team and post it to you so it’ll take longer.

If the payment method is still active we can try to help get it refunded within 3-5 working days via the Messaging Team on here if you wish.

If the payment method has been cancelled you have two options…
1) you can call Sky to get a cheque raised or
2) we can escalate to the Messaging Team who can re-set your payment method.

Let us know on this thread what you want to do but please confirm in your reply it’s currently showing as a credit on your Sky account and whether the payment method is still active.

[Cathrynk1]

Payment method is still active as I knew it would have to be for the credit to be refunded. 

if can escalate to message team that would be great otherwise I will have to wait the 6 week time frame. 
thanks 

[Daniel0210]

@Cathrynk1 

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@Daniel0210 wrote:

@Cathrynk1 
please confirm in your reply it’s currently showing as a credit on your Sky account 

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[Cathrynk1]

Yes it is showing as credit on my account 

[Daniel0210]

@Cathrynk1 
I’ve escalated your post to Sky and their Messaging Team should contact you later or may be tomorrow.

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