Refund from closed broadband account

[Nathlaie]

Hello,

My SKY broadband account is closed more than 2 months. The equipment has been returned without any delay. I received the confirmation it has been received. My account is indicating a credit balance of 79.80 EUR.

How can I request the refund ?

[caesarome]

@Nathlaie 

Is your payment details still in place ?

[Nathlaie]

Hello, how can I check if my payment plan is still in place ?

In Bills & Payments"There are ni charges on your bill this month as you have no active subscriptions"

In service checker :"Your broadband isn't with us"

Thank you for help regarding the refund of the credit balance

[GD1]

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@Nathlaie wrote:

Hello, how can I check if my payment plan is still in place ?

In Bills & Payments"There are ni charges on your bill this month as you have no active subscriptions"

In service checker :"Your broadband isn't with us"

Thank you for help regarding the refund of the credit balance

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You need tomcheck your bank to see if there is a direct debit still setup.

[Nathlaie]

The direct debit with SKY is no longer active

[caesarome]

@Nathlaie 

The refund would have to be sent to you via a cheque which can take a good while to be issued.

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.

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 need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

[Nathlaie]

It sounds very complicated. If my account was in debit, SKY would have debited the amount due. My account is in credit I have to go through all these steps ? Not impressed with your service

[Daniel0210]

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@Nathlaie wrote:

Not impressed with your service

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@Nathlaie 
Not our service. You haven’t contacted Sky by posting on here. This is a customer ▶️ customer discussion forum where we try to help other customers. You need to chat with a member of the Escalation Team when the invite arrives. 

[Mark39]

@Nathlaie you haven't helped yourself by cancelling your direct debit. If using the chat service is too complicated for you, by all means call.

[LJB-C]

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.

[Nathlaie]

Hello Mark,

can you please give a number to call ?

Thank you

[Daniel0210]

@Nathlaie 

You don't need to call. You've received an invite at 0957 to chat to the Community Messaging Team on here. 

[caesarome]

@Nathlaie 

As per my previous post you should see a chat bubble at the bottom of the page to speak to the messaging team at Sky about this.

[Nathlaie]

@Mark39 when switching internet provider, direct debit are stopped when switching with the "old" internet provider and set up with the new provider.

The same process works with Sky when signing new customers.

The issue is when a customer is in credit, and moved on to a different provider. Sky makes it difficult to get the refund.

I didn't stop the direct debit. I moved on to a different provider who handled the switch for me.

I always paid my bills on time and expect a refund when my account is in credit.

[Mark39]

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@Nathlaie wrote:

@Mark39 when switching internet provider, direct debit are stopped when switching with the "old" internet provider and set up with the new provider.

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Stopped, yes. Cancelled,  no.