Refund not received for doorbell cancellation

[EdwardM1]

After 1 faulty unit and many attempts at troubleshooting with the second to get a stable connection, I decided to cancel my sky smart doorbell subscription. I spoke via a chat to Kanika from the Customer Loyalty team who kindly accepted my issues and processed my cancellation. Since I was within the 31 day cooling off period, I was told that I would receive a refund for the £15 upfront costs within 3-4 days of cancellation. This was on 16/09/26, but I still have not received a refund. I have been trying to contact the team again via the chat but keep getting told no agents are available, so I am posting here in the hope it can be escalated. Screenshot of the chat is attached below.

 

[caesarome]

@EdwardM1 

Have you checked that the £15 hasn't been applied to your account as a credit ?

[EdwardM1]

Hi, thank you for your response.

Yes, I have checked. I am due £3.83 in credit in October due to the cancellation of the subscription, since I was billed the full £5 for September. The £15 refund for upfront costs are not listed there.

[caesarome]

@EdwardM1 

All you can do to get in touch with them again.

[EdwardM1]

Okay, thank you. Is there any way you could escalate it for me please, or put me in touch directly with someone? I've been trying at different times of day and it always seems that no one is available.

[caesarome]

The messaging team can not help with issues like this I'm afraid.