Overpaid on credit

[Bailiejune]

I tried to pay off my remaining balance but it's just put it into my credit and then I got billed normally anyway, now I need the credit refunded but I can't find anyone to ask for help and the chat bot doesn't understand. 

[caesarome · Accepted solution]

@Bailiejune 

To pay off a remaining balance it is always best to call Sky because as you have discovered it is all to easy to apply the payment to your account as a credit in error.

To get you some help with a refund this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

[SuperMatt]

Hello, @Bailiejune. I'll send you an invite to a private chat shortly and we can help you get this working for you.

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours. Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141