Refund and contact issues

[M771]

Hi,

I contacted Sky about 4 weeks ago to request a refund for the month of December (pro rata) and for the months of January and February.  After an hour of making notes, the Sky advisor referred my issue up the chain and I was told to expect a call back in one week.  The advisor then scheduled 19 March 2024 to call me back.

I have not received a call back.

When I tried contacting Sky today the advisor asked for the last 2 digits of my bank account but was unable to accept the last 2 digits that I provided. I have reviewed my bank statements and confirmed that my Sky payments are taken from the account number I provided.  

As Sky will not accept these last 2 digits (despite it being the correct account) they will not progres my call.

Any ideas?

Thanks

[Mark39]

I can only suggest you ask Sky to verify your identity by other means.

[Daniel0210]

@M771 

You normally have to set up a telephone password that Sky will ask you for on all calls/chats. Call again and if prompted for the password state you've forgotten it and they will normal have other means of confirming you are the account holder which will hopefully not be numbers from your bank account number.

[M771]

Thanks Mark and Daniel,

Unfortunately I don't recall setting up a telephone password and the only other question I am ever asked is my mothers maiden name, which, strangely, is also not being accepted by Sky.  In the case of my last call to Sky, I asked if there were other options / questions but was told the account number is the only one.