How can I claim a refund credit

[ChrisBurnham1]

I note that on my old bill before I switched to sky glass I have a credit on my account which says it will be used as a credit against my new bill.. this has not happened and I have been charged the full amount.. how can I reclaim the credit from my sky bill if they are not automatically giving me a refund?

[Daniel0210]

@ChrisBurnham1 

When switching to Glass it's a new account and the credit can't be transferred from the old account.

We can potentially help you get it refunded within 3-5 working days via staff from the Community Messaging Team on here. Let us know on this thread if you want to do that.

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,
▪️the payment method is still active.

If you’ve already cancelled your payment method Sky can reinstate it, or get a back office team to raise a cheque to post to you but that obviously takes a lot longer.

[ChrisBurnham1]

Hi Daniel yes please can you escalate the refund I confirm that the bill is showing as a credit and I confirm that the payment method is still active

[Daniel0210]

@ChrisBurnham1 
I’ve escalated your post to Sky and staff from their Community Messaging Team should make contact with 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

[Jason-]

Good Morning @Daniel0210, thanks for making us aware of @ChrisBurnham1's post. We'll be sure to send them an invite to chat now and we can arrange their refund. 

Thanks, Jason-