Refund - direct debit taken after cancelling

[KJW1704]

I've been trying to get a refund as I've overpaid on my account after cancelling and it's in credit, however struggling to get help or to the correct area

[Daniel0210 · Accepted solution]

@KJW1704 
Refunds are taking significantly longer than the usual 6 weeks from your last day of connection.

We can help get it refunded within 3-5 working days via the Community Messaging Team on here now if you wish. Let us know on this thread if you want to do that.

If however your payment method has been cancelled Sky will either have to reinstate your payment method or manually raise a cheque via a back office team and post it to you so that will take much longer.

Before we can escalate it to Sky please confirm in your reply that it’s currently showing as a credit on your Sky account and if the payment method is still active.

[KJW1704]

Yes my payment method is still in place and my account is in credit 

[Daniel0210]

@KJW1704 
I’ve escalated your post to Sky and their Community Messaging Team should make contact with you later or tomorrow.

Look out for a post on this thread from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread periodically.

This link explains what happens…
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[Jason-]

Good Morning @Daniel0210 thanks for the heads up with this one and I'll message the customer now to get things sorted 😊

Cheers, Jason-

[KJW1704]

Still trying to resolve this please? 

[caesarome]

@KJW1704 

What were you told on the chat message as refunds take up to 5 workings days.

[KJW1704]

They only did the ID questions then I didn't hear anything back. Then when I went back on the conversation had gone 

[KJW1704]

I was due a refund they said it would be refund in the flowing month of Feb after they took Jan payment, however I have just checked my bank account and still no refund received? So this issue is still not resolved 

[KJW1704]

Hi Jason, over month has passed and still no refund received 

[Daniel0210]

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@KJW1704 wrote:

Hi Jason, over month has passed and still no refund received 

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@KJW1704 

The Escalation chat was probably closed some weeks ago now.

Does the amount still show on your Sky account as a credit? 

[KJW1704]

It may have been closed but as they told me I had to wait a month for the payment to come back to me there was no other way to check this matter. Whether it's stating it still on my account also doesn't matter as the payment hasn't been sent. It's very frustrating that I keep having to chase my own money that potentially should have just been sent back to me why I first started this feed 

[KJW1704]

 

 

[KJW1704]

This was my communication with amvit stating I would receive my money back 

[Daniel0210]

@KJW1704 

It sounds like the original escalation chat may have closed as it automatically closes if you don't respond in the set timeframes.

Before potentially re-escalating it to the team as before we need confirmation the amount is still showing as a credit.