Due a refund after leaving

[Duchess89]

We recently cancelled our sky and I was expecting a refund of account credit, I can see this on my account but I haven't received it as expected, when I tried to use the online chat I was told they could not access my account, can anyone help please?

[Mark39]

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@Duchess89 wrote:
We recently cancelled our sky and I was expecting a refund of account credit, I can see this on my account but I haven't received it as expected, when I tried to use the online chat I was told they could not access my account, can anyone help please?

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@Duchess89 did they say why?

Edited to add by way of explanation: if Sky can't identify you in order to access your account, they can't arrange a manual refund 

[Duchess89]

They did, 'Because there are no security details on the account' 

[Mark39]

@Duchess89 yes, unfortunately they can't identify you , then. I'm not sure how you progress that. Perhaps try raising a formal complaint?

https://www.sky.com/help/articles/how-to-make-a-complaint