Credit balance cheque refund

[Sarah498]

I have recieved an email for a cancelled account at my old address al be it 8 months after I cancelled and sent back the equipment.

I called the number as asked, but the recorded message is only offering to send the refund by cheque to my address on the account.

How can I get the refund either refunded to the account they took it from or to my new adress? 

Is there a number I can call?

[caesarome]

@Sarah498 

We can get you some help via here if you want via Sky's messaging team, this will involve you have to setup your payment method again so the credit can be refunded via it. This is actually why you have been sent this email as there is no payment method in place so are you OK with doing this ?

[Sarah498]

That would be great. How do I contact Sky's messaging team?

[caesarome]

@Sarah498 

We contact them for you so 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.

[Lisa-P1987]

Thanks for escalating this. We’ve sent Sarah498  an invite to chat.

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

[Jeebz1]

I am also facing the same issue. I got an email but i have moved address

[Tom-W19]

Hi @Jeebz1 

Your post has been escalated to our Community Messaging team who will invite you to a private chat shortly and help you with this.

Just look out for the chat bubble to start the conversation. The invite will automatically close if not responded to within 48 hours.

Here's more information on how Community Messaging works - https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Sarah498]

Hi,

Its been 2 weeks now and no refund recieved. Is this usual?

[Daniel0210]

@Sarah498 

Did you engage in the chat invite you were sent? If you did what was the result of that?

If a refund was arranged to your bank that should take 3-5 working days. If a cheque was arranged a back office team have to raise it and then you're waiting for it to arrive through the post which will take considerably longer. 

[Sarah498]

Yes, I engaged with a chat and they said they would refund to my bank in 3-5 days. they said they would refund to the account I used to pay my bill from.. No sign of anything yet.

[Daniel0210]

@Sarah498 

You will need to contact Sky to chase this up. 

We could normally re-escalate this to Sky on here via their Messaging Team, but unfortunately the process is currently switched off and will be for 2-3 weeks. You will need to contact Sky and speak to an agent by other means; through social media, Sky Assistant or by calling in perhaps.

[Jeebz1]

Hello, i'm also facing the same. i havent still gotten my refund, i spoke to someone on the messaging team beginning on July and i was told the cheque will be canceled and refund done to my bank account 

[Sarah498]

Ok Thanks - I will try and call them.