Refund due but not paid

[JZ1967]

Hello

Apologies if this has been dealt with elsewhere.

I cancelled Sky (TV and broadband) in January, with the last payment due at the end of February. But they kept billing me until the start of this summer.

I've called twice about it, and had it confirmed that I'm owed several hundred pounds, but it hasn't been paid. The last time I spoke to someone, I also asked for a confirmation email, but it never came. 

I'm reluctant to ring again if it doesn't actually get me anywhere. Is there an email address I can reach Sky on? Or  do any Sky employees respond on here? 

[Mark39]

Does your Sky account show a credit?

[JZ1967]

Thanks for replying, @Mark39. 

I *have* had a refund (£112.35) for credit in my account, but the (nice) person I spoke to in the refund department said I was owed three hundred or so on top of that. 

[JZ1967]

I've just checked my bills, @Mark39.

Here's the refund details:

Credit for Cancellation of Sky Signature - 3 Jun- 2 Jul -£36.50
Credit for Cancellation of Sky Sports Complete including Sky Sports+ - 3 Jun-2 Jul -£33.00
Credit for Cancellation of Sky Sports HD - 3 Jun - 2 Jul -£2.00
Credit for Cancellation of Sky HD - 3 Jun - 2 Jul -£9.00
Credit for Cancellation of Multiscreen - 3 Jun - 2 Jul -£15.00
Credit for Cancellation of Ultra HD - 3 Jun - 2 Jul -£4.00
Credit for Cancellation of Sky Signature - 30 May - 2 Jun -£4.71
Credit for Cancellation of Sky Sports Complete
including Sky Sports+ - 30 May - 2 Jun -£4.26
Credit for Cancellation of Sky Sports HD - 30 May - 2 Jun -£0.26
Credit for Cancellation of Sky HD - 30 May - 2 Jun -£1.16
Credit for Cancellation of Multiscreen - 30 May - 2 Jun -£1.94
Credit for Cancellation of Ultra HD - 30 May - 2 Jun -£0.52

But I cancelled everything at the end of January - I still have the text exchange and Sky took three payments of £99.50, one of £62.50 and one of £127.50 (covering Feb 3 to March 2) in that time.    

[caesarome]

@JZ1967 

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, so if the bubble hasn't appeared by 7pm it will be tomorrow that they will contact you by it:

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 have 48 hours to respond or it will be automatically closed. To start the conversation just type in it.

This isn't a live chat so replies are not instant.

[Mark39]

@JZ1967 there shouldn't be a problem with getting the credits already on ypur Sky account refunded to your bank or credit card, depending on which payment method you have in place.

You'll most likely need to discuss the other refunds that are due with Sky.

[JZ1967]

Thanks very much for your help,  @caesarome and @Mark39. Much appreciated.

[JZ1967]

I've not heard anything yet, @caesarome. But I wonder if that's my fault: I marked this as answered (when I meant you'd answered me ... D'oh).   

[JZ1967]

Hello

Is anyone able to help me with an escalation request (see above)? 

[caesarome]

I have escalated your post @JZ1967 @so look at for the chat bubble.

[JZ1967]

@caesarome Thanks!

[Greenfingers001 · Accepted solution]

Thanks for escalating this. We’ve sent @JZ1967 an invite to chat.