Payment taken after cancellation

[Anonymous]

Hi, I recently changed my parent's fibre to a different provider, but as the start and end dates were so close together a final payment slipped through on the 28th of December. Thankfully it is now showing as -£45.48 credit on the sky account.

I am not sure what the correct procedure is to claim that money back? I was certain it was automated, but it has been well over a month now, I thought I'd come and ask for some information, can anyone help?

Not only that, but I'm certain I've read somewhere the payment should be refunded within 45 days after being taken, although I could not find the source.

[Daniel0210 · Accepted solution]

@Anonymous 

I take it you're NOT the account holder, and one of your parents is?

Refunds seem to be taking a bit longer than the usual 6 weeks from their last day of connection.

Normally we'd be able to help getting it refunded within 3-5 working days via the Community Messaging Team on here but they won't deal with you, only the account holder. 

The account holder can call Sky to chase the refund. 

[Anonymous]

Thanks for the quick reply.

Exactly right, I am not the main account holder. I set up the account for my father, but I manage it all, so if worse comes to worst, I'll try and get him to contact sky on the phone.

Thankfully, refunds taking longer is not a problem at all, so long as there is a process I am happy to wait, especially as it saves any potential problems with me not being the main account holder.

[Anonymous]

I had a rather unpleasant experience with a "supposed sky employee" earlier today. After obtaining far too much of my personal information and trying their best to get my payment details and try to charge me £12 for the refund in the sky account, I politely ended the conversation, and went on to check my email, bank and sky accounts only to find my email accounts password had been changed, and I was locked out.

I've managed to secure my account but feel a bit of a fool for giving out my card details to a random caller. I accept full responsibility for not realising something was wrong in the first few moments of the call, but this is exactly why I wanted to let the refund run its course.

If this had been my elderly father trying to figure out the refund process and not me, he could have potentially been scammed as I almost was.

[Daniel0210]

@Anonymous 

It sounds like this was an incoming call which is why we regularly advise that with any calls from 'Sky' (especially unexpected calls) if the caller asks for your previously agreed telephone password to confirm you're the account holder (which I would expect a genuine Sky agent to do) initially give an INCORRECT one on purpose. If the caller doesn't challenge it then you know it'll be a scam call.

[Anonymous]

It's my own fault, I feel a little angry I fell for it so easily, but as I was expecting to get in contact with sky sometime today about the refund, my guard was down a little.

I received an email from "Irene Morgan" supposedly a sky employee, it turns out it's actually from [Removed] a quick google search shows the email has been used for a few similar scams.

Hopefully that's the end of the matter with the scammers, I will contact sky in my own time if the refund doesn't go through automatically as planned.

Moderator notes: Removed email address

[nay9275]

I've just had this irene Morgan email me directly on my private email address.

After going through a few security checks I started to become suspicious and looked back at the email address and noticed it was from a gmail.com address.

This started the alarm bells ringing and further investigation showed it was a scam.

They said they were investigating my issue I had so the scammers are reading the posts customers are putting on then somehow getting your email address and contacting you directly.

How are these scammers getting our email address?

[Daniel0210]

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@nay9275 wrote:

so the scammers are reading the posts customers are putting on then somehow getting your email address and contacting you directly.

How are these scammers getting our email address?

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@nay9275 

Well they aren't getting the email address from the forum. 

What security checks? Did you click on any link on this email?

They try to obtain sufficient information to be able to order expensive mobile devices under your name which Sky innocently deliver to you.

The scammers would then recontact you (again claiming to be Sky) saying they have made a mistake and for you to send it to a (non Sky) address. If you did that they then have the device and you have the bill.

They are very cunning. They may send packaging to post the item (to them) or might even send a 'courier' to collect it.

See this link

https://www.sky.com/help/articles/account-takeover 

With any contact from 'Sky' (especially unexpected calls) if they ask for your previously agreed telephone password to confirm you're the account holder (which I would expect a genuine Sky agent to do) initially give an INCORRECT one on purpose. If they doesn't challenge it then you know it'l be a scam call.

[nay9275]

No have not clicked on any links on this forum.

I genuinely thought at first it was from sky as I had not long come of the phone speaking to a sky customer service operator and this was

genuine as I dialed 150 from my home phone.

The email come through about 5 minutes after ending the call so I thought it was to do with my sky broadband at first but then realised they were discussing my issue I had posted on the sky community forum.

I then went back to the email and noticed it had the gmail.com as the address sent from.

People need to be extra cautious as these scammers are going through the sky community forum reading there issues and then pretending to be working along sky to help correct your issue.

But all there trying to do is access your account to take all they can from you.

[Daniel0210]

@nay9275 

I asked if you had clicked on a link on the email from the scammers, not on a link on the forum.

Your Community username is not linked to any Sky accounts you may have and I can't see how the scammers are obtaining your email address after you posted on here. 

[nay9275]

I just opened the email from Irene Morgan there were no links attached it was just saying sorry to hear about your issue you are having and can I email them a contact number.

[nay9275]

How do you contact sky community directly as when you click on contact it takes you to sky which directs you to sky TV and broadband?

[Daniel0210]

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@nay9275 wrote:

How do you contact sky community directly as when you click on contact it takes you to sky which directs you to sky TV and broadband?

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@nay9275 

Not sure what you mean by contacting Sky community directly. You contact the Community by posting on one of the forum boards like you've been doing. You can't call the Community. 

[nay9275]

What I meant to say is who looks over running the forum there must a person who you contact for any concerns?

[Daniel0210]

@nay9275 

What forum concerns do you have?