Credit balance

[Getawaydriver]

My contract ended in December 2025 and still not received £14 refund for account being in credit

[Daniel0210]

@Getawaydriver 
Refunds after cancelling should take about 6 weeks from your last day of connection but posts suggest it’s taking longer.

We can 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.

If however your payment method has been cancelled Sky will either have to reinstate your payment method or manually raise a cheque via a back office team and post it to you so that will take much longer.

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

[Getawaydriver]

Hj Danielle and thanks for getting back to me.  I've downloaded last bill and showing as £14 credit. Services ended for broadband on 12th December and TV on 23rd December.

Still got an active DD in my bank account

[Jason-]

Good Morning @Getawaydriver, thanks for checking your bill. I'll send you an invite to a private chat shortly and we can help get this balance refunded.
 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours. Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141

Thanks, Jason-👍🏻

[Daniel0210]

@Jason- 

Just beat me to it 😂

[Jason-]

Sorry @Daniel0210, I've had my Weetabix this morning! 😂

Jason-

[Getawaydriver]

Hi Daniel, just received a mail saying I'd had a response but can't see it. In a honesty, why am I chatting with people who aren't Sky employees, why aren't Sky replying? 

Anyways, I've already provided account details etc but can't see that chat. Am I expected to sit here waiting for replies?

Cheers

Dave

[Daniel0210]

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@Getawaydriver wrote:

Hi Daniel, just received a mail saying I'd had a response but can't see it.

Is the chat still active? 

In a honesty, why am I chatting with people who aren't Sky employees, why aren't Sky replying? 

SuperUsers are customers with the ability to escalate your issue to Sky but a member of the Messaging Team beat me to it. You had a reply from @Jason- who is a Sky employee. 

Anyways, I've already provided account details etc but can't see that chat. Am I expected to sit here waiting for replies?

My earlier post explains the escalation process. The alternative to this is for you to call Sky. 

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[arcadeavenger]

Hi there, I've resent an invite to chat.

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

[Getawaydriver]

Hi there, this is all very confusing multiple messages from different people, notifications, bells and emails. 

If you're a Sky employee is there a reason I can't make a simple phone call to get this resolved or is this the route?

Cheers

[Daniel0210]

@Getawaydriver 

Your issue has been escalated again by a staff member. My earlier post already says the alternative is calling Sky. 

[arcadeavenger]

Hi @Getawaydriver, as Daniel0210 advised your case has been escalated again by myself (I am a staff member). We will reply to your response to our chat invite as soon as we can. Alternatively, you can call if you prefer. 

[Getawaydriver]

Thanks again,, all sorted now and I had tried calling but got passed around hence my post here.

Thanks again

[arcadeavenger]

Happy to help! If you need anything else, let us know 😊