Refund confirmed twice now but never hits my bank account

[Romy03]

Hi, at the start of my stream TV I paid £25 twice and sky confirmed they would refund this to my bank account(14 sept) . It never landed so I rang up a few weeks ago and the person I spoke to was very apologetic and confirmed it would be taken care of .. again received an email and a text this time to say it would credit my account in 3-5 days but again has not landed. What could be going wrong? Thank you 

[caesarome]

Is this £25 payment you made in error appearing on your account because if it is it will show as a credit:

https://www.sky.com/manage/bill/

[Romy03]

No it doesn't appear anywhere on my sky app under my account or my bills but sky confirmed I am due it back and said a refund to my bank would be better than applying it against a future dd .. just never seems to land 

[caesarome]

The £25 payment you made in error should show on your account somewhere so if it isn't showing against a future bill then I'm afraid that as per before you will need to get in touch with Sky again.