Refund problems

[Joanne721]

Hi I'm at the end of my tether with sky we had broadband with them and we left in November to go with another provider, we have credit due to us at least £48.00 I can see it in our account I have rang sky at least 5 times and each time I am promised it will be sent it has been a week since I last rang and nothing 😭, I haven't changed bank account so it should be straightforward, what else can I do please 🥺

[Daniel0210]

@Joanne721 
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. 

Let us know on this thread what you want to do. 

[Joanne721]

I changed over 11 th Nov so it's been well over 6 weeks and my bank details haven't changed so should have had it long before now 😕

[Daniel0210]

@Joanne721 
I’ve escalated your post to Sky and their Messaging Team should contact you today or 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

[Tom-W19]

Thanks for escalating. We've sent an invite to @Joanne721.