Refund not received

[Rae251]

Hi,i ended my services and made sure i was paid up until the day i left. After that Sky took money from my debit card, without permission, which i did not owe. I have been chasing my refund for a month, 4 advisors later they keep saying it will be this week, tomorrow, few days etc. Still not recieved,im disabled and that money would have helped in the cold weather. Feel im being taken advantage of.

[Daniel0210]

@Rae251 

Skys pricing suggest they have taken it legitimately. Refunds usually take up to 6 weeks from your last day of connection 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 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 the payment method has been cancelled 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 please confirm in your reply it’s currently showing as a credit on your Sky account and whether the payment method is still active.

[Rae251]

Thank you for replying, i was told 3-5 days not last week but the week before, i haven't removed payment method but i want to as i am scared they will take more money

[Rae251]

Sorry, yes it is showing as credit 

[Daniel0210]

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@Daniel0210 wrote:

@Rae251 

please confirm in your reply it’s currently showing as a credit on your Sky account. 

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[Rae251]

Yes it is showing as credit 

[Daniel0210]

Sorry @Rae251 our posts crossed. 

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

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

[Rae251]

Thank you so much

[Rae251]

Still haven't been contacted by Sky or recieved the money 

[Daniel0210]

@Rae251 

Is it still showing as a credit on your Sky account? 

[Rae251]

Hi,Daniel,  thanks for your reply, yes it is still there as credit

[Daniel0210]

@Rae251 

I have escalated your post again. The process is as per my earlier post. 

[Rae251]

I appreciate your help, thank you.

[Mr+Flibbles+86]

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

[Rae251]

Still haven't recieved my refund, every call they say it has been re issued and wait 3-5 days, but it still hasn't been paid,have asked why i can't have a cheque instead but no answer. Raised a complaint and was told by one advisor not to complete the surveys as it closes the review. Last 2 times I've called ive recieved an email saying my complaint has been closed, even though the refund has not been received. It is nearly 8 weeks now since the complaint was raised and i feel its silly to have to escalate the matter when all they have to do is pay me back. I'm disabled and should not have to go through all this when i didn't owe any money, they just took it and now wont fix the issue. They said they have changed the payment method back to DD and this makes me worried more money will be taken. Its not a large amount of money to sky but i should not be expected to just let them keep it. Please help.

Thanks, Rachel