Credit refund & returned items showing as STILL in transit

[katb76]

Hi,

I cancelled my sky tv (adjusted bill no credit) and broadband now my broadband account is £30.42  in credit, it says the balance goes towards paying my next bills- I do have sky mobile so will the credit be transferred there or will I receive the credit back into my account?

Also, I returned the sky q box on the 8th March and it's still saying it's in transit, could anyone advise on these queries.

thank you

[Daniel0210 · Accepted solution]

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@katb76 wrote:

Hi,

I cancelled my sky tv (adjusted bill no credit) and broadband now my broadband account is £30.42  in credit, it says the balance goes towards paying my next bills- I do have sky mobile so will the credit be transferred there or will I receive the credit back into my account?

No, it won't be used against the mobile bill. Refunds should take about 6 weeks from your last day of connection (but appear to be taking longer in some cases), 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 even 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 before we can escalate it to Sky please confirm in your reply whether the payment method is still active.

Also, I returned the sky q box on the 8th March and it's still saying it's in transit, could anyone advise on these queries.

Have you kept your proof of posting?

Unipart deal with returns and they are taking a number of weeks to process equipment at their warehouse. Let us know in this thread about the proof of posting and we can maybe get you some help from Skys Messaging Team.

If you have the proof it should be fairly straightforward however if you haven’t retained it, any cancellation of non return fees would be at Skys discretion.

Please don’t try to post an image of the Royal Mail tracking or postal receipt as Sky don’t like them on the forum.

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[katb76]

Hi,

Thanks for your reply.

I do have proof of postage (post office receipt with SKY name, postcode and weight of parcel)

I am happy for you to escalate, thanks

[Daniel0210]

@katb76 

To see if they can help regarding both issuesI’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 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

[Mr+Flibbles+86]

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

[katb76]

All sorted. Thank you so much

[Daniel0210]

@katb76 

That was quick. Happy to assist. 

[Fjgh]

It will all go back to normal after they have sorted it all out amongst themselves ♥️