Delayed provision compensation

[Loo68]

I received notification that I was entitled to compensation for delayed provision. It's now showing as a credit balance on my account. I'd like the money refunded to my bank account instead. How do I do this please?

[SKY1992bf]

@Loo68  It can't be transferred to your bank unless you have cancelled your broadband account 

it will be used against your future bills until it runs out 

[Loo68]

That's a bit odd and wasn't explained in original email. Any credit balance I've had previously with companies (utilities etc) have had the option to transfer balance to bank account. 

[SKY1992bf]

@Loo68  It's all laid out in the link below (which is the ofcom regulated scheme sky are a member of)

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automat...

the key bit is 

How compensation will be paid

"Unless you agree otherwise, compensation will be a credit on your bill. The credit will appear on your account within the timeframes above but may show on your bill at a later date.

Your provider can offer you alternative forms of compensation of the same or higher value, as long they make you aware of how much you could receive in the form of a credit on your bill."

the bit in bold means both you and sky have to reach an agreement that the money is to be transferred to your bank 

sky are not obligated to agree to such requests 

[MarkGoldsmith]

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@Loo68 wrote:

That's a bit odd and wasn't explained in original email. Any credit balance I've had previously with companies (utilities etc) have had the option to transfer balance to bank account. 

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Its because this is a "special type" of credit as part of OFCOM's voluntary compensation scheme that each provider has the option to sign up to. The terms of the official scheme do indicate its provided as a credit to your bill, unless you have otherwise been able to agree a different payment method with your ISP in advanced of you receiving the compensation. However the standard and only obligatory compensation is via credit as part of this scheme.

[Loo68]

Ah, ok, thanks for information. I have a separate payment for Skyglass/TV package. Do you know if credit showing in Broadband account could also be used to pay this? Thanks 

[SKY1992bf]

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@Loo68 wrote:

Ah, ok, thanks for information. I have a separate payment for Skyglass/TV package. Do you know if credit showing in Broadband account could also be used to pay this? Thanks 

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@Loo68  unfortunately as the accounts are separate it can only be used against the broadband account