Outstanding refund

[FHS72]

Hello

My Sky broadband service ended mid-March and I am due a refund of credit, but whilst the credit is showing on my account I am unable to access it. A message says it is being held for a future bill, but as I have left Sky I want the money refunded. The bank details are still live so I do not understand why the money has not been refunded automatically. It's shoddy customer service expecting me to chase for a refund of my own money. Sky seem to be making it exceptionally difficult to obtain the money as their help pages just go round in loops, taking me to the same articles but not enabling me to speak with or message anyone to request the refund. I won't be using Sky again.

Please can someone advise how I get my money refunded.

Thanks

[Daniel0210]

@FHS72 
Refunds should normally take about 6 weeks from your last day of connection, but posts on here suggest in some cases they’re taking longer. We can potentially help you get it refunded within 3-5 working days via the Messaging Team on here if you wish.

Let us know on this thread if you want to do that. 

[FHS72]

Thank you. That would be great, as it's nearly 10 weeks since the service ended. Please can you escalate to the Team.

Many thanks

[Daniel0210]

@FHS72 
I’ve escalated your post to Sky and their Messaging Team should contact 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

[FHS72]

@Daniel0210 

Thanks very much for escalating that so quickly and for the information about what to expect. I appreciate it.

[10tonman]

Exactly the same for me. Chatbot is useless. Didn't know sky would hang on to my money for six weeks. Outrageous 

[caesarome]

@10tonman 

Do you see a credit on your accouynt and is your payment method still in place ?

[10tonman]

Hi. Yes I can see the credit on my account and my payment method is is open

[FHS72]

@10tonman Agreed. The chatbot was useless, as it kept suggesting pages I had already read and then just showed me the same options when I said it hadn't helped. An option to transfer to a live agent would have been helpful. The chatbot is just a waste of time.

[10tonman]

"An option to transfer to a live agent would have been helpful" that was what I expected.  Maybe I'll have to sit on the phone for an hour or more to speak to someone

[Daniel0210]

@10tonman 

No need. 

I’ve escalated your post to Sky as well and their Messaging Team should contact 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

[10tonman]

Thank you so much for your help

[Greenfingers001]

Thanks for escalating this. We’ve sent @FHS72 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

[FHS72]

@Greenfingers001 Hello. Where will the invitation appear, as nothing is showing in my emails or on here? I don't have a link or chat bubble. Thanks.

[10tonman]

Thank you very  much @Daniel0210  its all sorted  with refund into my account 3-5 working days. Shout out to Carl tech support for sorting this out