Previous Disney+ switching to sky issue

[ADP1]

Basically, I had an annual Disney+ Premium subscription which predates the Sky agreement and so I switched my billing to Sky after the launch and I was under the impression my previous subscription would be put on hold and cancelled and then given a pro-rated refund. Also says that on the website :

". If you have an existing annual plan through Disney+, your Disney-billed subscription will be paused and then cancelled, and you’ll receive a pro-rata refund for the remaining portion of your subscription after you have matched your previous Standard or Premium plan with Sky"

However according to an email I got my subscription would only be on hold:

'We noticed that you already have a Disney+ subscription associated with this email address; therefore, we have paused your subscription billed by Disney+ while your subscription through Sky remains active.

You do not need to take any action - your Disney+ billed subscription will resume when your subscription via Sky ends, or it may resume if you change to a different pla n.'

Who should I contact about requesting the refund as am not sure why it's only being paused. I am paying for the premium thru Sky now. 

Thanks

[Coley-W95 · Accepted solution]

Hi @ADP1 Sorry to see that you've experiencing issues with your Disney+ subscription. I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

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