Credit refund

[Aliwills87]

I have been waiting over 6 weeks for a refund of my credit on my broadband bill do you know how long it usually takes?

[Daniel0210]

@Aliwills87 
Refunds usually take quite a few weeks (6+) from your last day of connection 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 it’s currently showing as a credit on your Sky account and whether the payment method is still active.

[Aliwills87]

Thank you for replying. The credit is still showing and the payment account is still live

[Daniel0210]

@Aliwills87 
I’ve escalated your post to Sky and their Messaging Team should contact you tomorrow. 

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

[Aliwills87]

Thank you very much 

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to @Aliwills87.