Refund for cancelled account

[lynr]

Hello - I termintaed my Sky account in March as I was moving house to an area where Sky could not provide the broadband services.
Further payment has been taken from my bank account in April stating that its for April-May. My services were terminated on 26th march - finding it very difficult to find out how I contact Sky to review/request my refund - chatbot not really helping 
How do I get assistance with this to confirm that I am due a refund?

[Daniel0210]

@lynr 

Did you receive an email from Sky acknowledging the cancellation?

Billing continues through a notice period. Bills for Sky+, Sky Q and Broadband /Talk are generated 14 days prior to a payment date. For Mobile, Glass and Stream it's 3 days before the payment date.

It's therefore quite normal that another bill payment will be required. Of course any overpayment will be reimbursed to you. This can take up to 6 weeks from your last day of connection.

[lynr]

thanks @Daniel0210 - I'll keep an eye out for the refund in the next few weeks then

[Daniel0210]

@lynr 

Is a minus figure (credit) showing on your account? 

[lynr]

@Daniel0210 no credit showing

[Daniel0210]

@lynr 

Okay. When it's showing as a credit we can potentially help get it refunded within 3-5 working days via the Community Messaging Team on here if you wish. Let us know once the credits showing if you want to go down that route. 

[lynr]

Hello - I can now see a credit in my account but cannot work out a way to contact Sky to receive the refund into my bank account - does anyone know how I get this money back? Thanks in advance for any advice

[Daniel0210]

@lynr 
Ideally refunds after cancelling should take about 6 weeks from your last day of connection however posts on here do suggest it’s taking longer.

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

Before we can escalate it to Sky please confirm in your reply if the payment method is still active.

If you’ve already cancelled your payment method Sky can reinstate it, or get a back office team to raise a cheque to post to you but that obviously takes a lot longer.

[lynr]

Thanks for your quick response - payment was cancelled back in early April but no one from Sky has been in touch to reinstate the payment to receive the credit - that would be great if you can assist in getting Sky to contact me directly so that I can arrange that or raise a request for a cheque?

[Daniel0210]

@lynr 

I’ve escalated your post to Sky and staff from their Community Messaging Team should make contact with 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

[N_chill]

Thanks for escalating this @Daniel0210 . We’ve sent @lynr an invite to chat.

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