Refund due but never paid

[DennisHarper]

I've been due a refund but every time I call they say they will process it and can take up to 6 days but the refund never gets paid so I end up calling again I have called 4 times now even asked for a cheque instead but no nothing and the credit still just shows on my account

[Daniel0210]

@DennisHarper 

What was the credit for? 

[DennisHarper]

I switched supplier but they still took a payment so it's just stayed as a credit 

[Daniel0210]

@DennisHarper 

Another payment being taken is normal as that bill would have been generated 14 days before the payment date, so when you were still a subscriber.

Refunds should take about 6 weeks from your last day of connection (but do appear to be taking longer in some cases), however if your payment method has been cancelled Sky will have to manually raise a cheque via a back office team and post it to you so it’ll take even longer.

If the payment method is still active we can try to help get it refunded within 3-5 working days via the Messaging Team on here if you wish.

If you’ve cancelled the payment method you have two options…
1) you can call Sky to get a cheque raised or
2) we can escalate to the Messaging Team who can re-set your payment method.

Let us know on this thread what you want to do but before we can escalate it to Sky please confirm in your reply it’s still showing as a credit on your Sky account and whether the payment method is still active.

[DennisHarper]

Can you escalate please as I have called 4 times in the last 2 months to try get it back but they never pay it 

[Daniel0210]

@DennisHarper 
I’ve escalated your post to Sky and their Messaging Team should contact you later.

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

[DennisHarper]

Great thankyou 

[Mr+Flibbles+86]

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

Please be aware conversations automatically close if there is no response within 48 hours.