Credit Refund

[CyprusPluto]

My contract for Broadband and Phone ended with Sky on 24 April 2025 and I left them on that very date. I returned their equipment as requested and have an e-mail from them dated 9 May 2025 thanking me for this. However, on 24 April 2025 they they took a payment from my account and in advance for the period 24 April to 23 May 2025 and now 6 weeks since my last connection I am still waiting for this to be refunded. I can see from other discussions on the forum that this issue is an ever present problem with Sky and seemingly becoming worse. 

Speaking to their AI Assistant is hopeless, in fact it actually told me it couldn't help me any further and contacting someone on the phone is nigh on impossible and costly. Sky simply hanging on to customer overpayments in this way whilst interest rates are high is an unethical business practice. 

My original payment method from my bank remains open for this purpose and I'd like it resolved without further delay.

How do I get my refund?

[caesarome]

@CyprusPluto 

Can you confirm that you see a credit on your account ?

[CyprusPluto]

Yes I have a credit of £46.00 on my account that is stated as relating to the dates in my OP (24 Apr to 23 May 2025)

My original contract was for 18 months at a discounted rate and I have made 18 payments at this discounted rate (it rose due to inflation part way through the contract). The £46.00 was the full rate charge after the discounted contract period ended and was the 19th invoice I received. The invoice was generated on 10 April 2025, so was processed in advance of me terminating the contract on 24 April 2025. I terminated on the exact date the 18 month discounted contract ended to avoid early termination charges.

My account states - May 2025 "Credit for Cancellation of Sky Broadband Superfast - 30 days" £46.00. However, we are now in June and this credit has not been made to my account. It also states "Balance - Credit goes towards paying your next bill(s)" Credit £46.00. However, I am no longer with Sky and there will be no further bills, so this credit is due to me by repayment to my account; Sky have stated that my Latest Bill is a May 2025 Credit of £46.00, but it has not been forthcoming.

Sky have clearly stated they owe me and that it would be paid in May 2025, but it hasn't

[Daniel0210 · Accepted solution]

@CyprusPluto 
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 just 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

[CyprusPluto]

Thank you very much

[Greenfingers001]

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

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

[CyprusPluto]

Problem seems to have been resolved very quickly following Daniel0210's intervention and the onlione chat; I have been informed I will get my refund in the next 3-5 days; so fingers crossed. I'll be happier when I see the credit in my account.

[Daniel0210]

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@CyprusPluto wrote:

I have been informed I will get my refund in the next 3-5 days

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@CyprusPluto 

Glad it's resolved. Don't forget it's 3-5 working days.