Rang Sky Mobile to pay off device plan but agent credited my account instead

[chompy]

A few months ago, I cancelled my Sky SIM but still had a few devices left to pay off which I've been paying monthly (device plan). Today I called Sky Mobile to settle all the remaining device plans. The agent I spoke with took a payment of £1,083 for one device, but when they tried to process the payment for the accessories, they encountered issues and transferred me to another department.

The next agent informed me that the previous one had not actually paid off my phone device, but instead credited £1,083 to my Sky Mobile account. For some reason, they couldn't apply this credit to pay off the phone directly. As a result, I had to pay another £1,083 for the phone, which I did, along with the payments for the accessories.

Now, all my devices are paid off and shows as such in the MySky app, but my Sky Mobile account is showing a credit of £1,083. I was told I would receive a refund for this, but I haven't received any confirmation, and given the initial mistake by the first agent, I’m concerned as £1,083 is a significant amount of money. The whole point of paying was to reduce my debts.

Can anyone from Sky confirm my refund? The information received was lacking. I don't know if I can now cancel my Sky Mobile direct debit or not either.

Many thanks.

[chompy]

Apologies if this isn't the correct place to post, I just realised this is for Sky and not specifically Sky Mobile.

[caesarome]

@chompy 

Don't cancel the direct debit as the refund will be sent via it.

To get you some help with 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 are not instant.

[chompy]

Thank you for the reply  @caesarome., much appreciated. I will not touch the direct debit.

[Mr+Flibbles+86]

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