Not received full refund

[sue+brooks]

I did not get my full refund from my sky mobile it was about £77.33 but I only got £45.42.and the rest went on to my mobile as credit. O please can I have my full refund

[Daniel0210]

@sue+brooks 
You haven’t contacted Sky by posting here. This is a customer ▶️ customer discussion forum where we try to help other customers.

What was this refund for? 

[sue+brooks]

Sky makes me mad, I have just had my broadband restricted for 1 missed payment. Ok I can get that a little but I have been a good sky customer been 24yrs and I pay a lot to sky. I had bank issues over the Christmas period and my bank was frozen due to fraud. But I my error I paid my mobile bill twice, I never got the full refund and still trying to get the rest back has been a niightmare. Yet I miss 1 payment and you restrict my account. The thing is if I had a full refund then I would have been able to pay my broadband. Very clever not. And before I am told this is customer to customer help I KNOW. But others out there might have the same issues

[Daniel0210]

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@sue+brooks wrote:

But I my error I paid my mobile bill twice, I never got the full refund and still trying to get the rest back has been a niightmare.

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@sue+brooks 

So you made an unnecessary manual payment which started this issue off. 

The T's and C's state you should have a direct debit or continuous card payment method set up. I would suggest NOT making any manual payments unless requested to by Sky.

After contacting Sky once your extra payment is showing as a credit, they can arrange a refund within the standard 3-5 working days.

▫️

As you probably know Sky won’t reinstate your services until you’ve paid what you owe and you’ve also set up a new continuous payment method. Until you’ve done this any calls to Sky will only prompt you to pay.

Restrictions of services are automatic and Skys agents can’t override the process, even if you’re told otherwise.

Once your full payment has cleared and is in Sky’s account your services should be reinstated, but this may not be instant. Any payment you make over a weekend or on a Bank Holiday won’t be processed until the following week.

You should be able to pay the bill and set up your direct debit via the MySky app or online using this link
https://www.sky.com/manage/bill/ 

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[sue+brooks]

I over paid my sky mobile bill at the end of December. Called to get a refund and was not given it all. So I call again for the resu of my refund. Which they say they are doing but in my last call when I got some back it showed on my account that there was a refund and it's on its way. I got it in my account in 3 days. My worry now that this part of the refund is not on its way as I keep getting told. Now my broadband has been restricted for being 2 weeks late. I  tried to explain you have got my money so I can't pay the broadband and I just got the usual you must pay. I will pay my bill in 3 to 5 working days. It can work 2 ways Sky. So frustrating 

[Daniel0210]

@sue+brooks 
Despite you waiting for a refund Sky won’t reinstate your broadband until you’ve paid what you owe and you’ve also set up a new continuous payment method.

Until you’ve done this any calls to Sky will only prompt you to pay.

Now that your payment is 2+ weeks overdue you will have to pay the next bill as well and if you’re in arrears for 56+ days Sky can fully terminate your subscription (but you’ll still owe the arrears).

Restrictions of services are automatic and Skys agents can’t override the process, even if you’re told otherwise. Sky don't allow payment plans on overdue live accounts, nor will they consider promises to pay on or by a certain date.

Once your full payment has cleared and is in Sky’s account your services should be reinstated, but this may not be instant. Any payment you make over a weekend or on a Bank Holiday won’t be processed until the following week.

You should be able to pay the bill and set up your direct debit via the MySky app or online using this link
https://www.sky.com/manage/bill/ 

▪️

It sounds like you originally made an unnecessary manual payment on your mobile account then Sky correctly took the planned payment which started off this issue. There is no need to make manual payments unless requested by Sky (except now, because your services are restricted). 

[sue+brooks]

Are you sure you don't work for Sky as you speak the same as them with your long winded why about my broadband and nothing about my refund if they had given me my refund I would not be in this mess with my broadband . I have been a sky customer for over 20 years so I know how it works thank!!

[PandJ2020]

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@sue+brooks wrote:

Are you sure you don't work for Sky

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https://helpforum.sky.com/t5/Superusers/bd-p/meetthesuperusers

[sue+brooks]

We all have opinions that all good. I was only seeing that you say is what sky say. But just an update on my message I got my broadband back today. So maybe not everything is so black and white 

[Daniel0210]

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@sue+brooks wrote:

Are you sure you don't work for Sky

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@sue+brooks 

Under the date and time of this post it explains I'm not an employee. In the signature at the bottom of my posts it states I'm not an employee and finally in the post from @PandJ2020 it has a link showing we are not employees but customers like yourself. 

[NorthPole80]

"an update on my message I got my broadband back today. So maybe not everything is so black and white"

Good to hear, Now just keep your direct debit details up to date and pay on time when your required to and Sky wont have to take this kind of action in future 

[sue+brooks]

It's because of them I could not pay since they had £78 of my money which could have paid my broadband twice 

[Daniel0210]

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@sue+brooks wrote:

But I my error I paid my mobile bill twice, 

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@sue+brooks 

This appears to have all started with you making a manual payment therefore leaving you short for other bills. At least your services are now back. 

[sue+brooks]

Did not say you worked for sky I asked are you sure you don't work for sky as you where saying everything in your messages is what you get from sky. I could see your post and know you are a customer. But I thought this was a community not a which hunt about paying my bill which I have done for over 20 years thanks