Credit refund

[Jam18]

Payment was taken by direct debit as usual on 04/11/2025

My broadband service with Sky was cancelled on 20/11/2025.

Payment was again taken by direct debit on 03/12/2025

My account is now in credit, how do I get it refunded?

[caesarome]

@Jam18 

Can you confirm your direct debit is still in place ?

[Daniel0210]

@Jam18 
Refunds are taking significantly longer than the usual 6 weeks from your last day of connection.

We can help get it refunded within 3-5 working days via the Community Messaging Team on here now 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.

[Jam18]

Hi,

Yes the direct debit is still active and my account has credit in it.

[caesarome]

@Jam18 

To get you some help with this 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.

[Jam18]

Thanks for your help

[Jason-]

Good Morning @caesarome 😊, thanks for the heads up with this and we'll take it from here. 

Cheers, Jason-

[Jam18]

Still haven't heard anything. Is this really the best way to resolve this problem? Why doesn't Sky simply refund my money? Took money off me out of contract, profiting on the interest for 10 weeks and expect me to chase it up? Has anyone else been treated like this?

[Daniel0210]

@Jam18 

The alternative to resolving through the Messaging Team is to call Sky. 

[Jam18]

Phone line is closed 🤷🏻‍♂️

[caesarome]

@Jam18 

What were you told by the messaging team ?

[Jam18]

Was told to wait for a chat bubble to appear. There has been no chat bubble. Thanks

[caesarome]

There should be a small chat bubble at the bottom of this page where as it has been sent to you by @Jason- ?

[Jam18]

Hi,

No chat bubble, I repled to the private message asking wethee the bubble would appear on the message or discussion thread but he didn't reply to me.

[Jason-]

Good Morning @Jam18 sorry to see you're still waiting for your invite to discuss this further. I'll make sure this is done asap! 👍🏻

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