Refund

[Elmaich]

Was issued a refund on the 31st of July, it is now the 10th of August and I have still not received the refund. This is more than the 5 days I was told on the phone. Can this be helped? 

[caesarome]

@Elmaich 

A few questions:

What was the refund from ?

Do you see a credit on your Sky bill ?

[Elmaich]

There was a £114 credit on my account and I called to have it refunded, it now says underneath that the refund had been issued and would take up to five days to show in my account. I've checked today and it's not through yet. 

[GD1]

@Elmaich  Has it been 5 working days since it was processed?  Is it being paid to your bank account?

[Elmaich]

It was processed on the 31st of July, it is now 11th August and still nothing arrived, it is being paid to my bank 

[Elmaich]

I have just called customer service team, they say it has been processed and should be with me today or tomorrow 

[Elmaich]

Update nothing has come through. Talked to my bank and they say they can't see any incoming payments for me. 

[PandJ2020]

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@Elmaich wrote:

I have just called customer service team, they say it has been processed and should be with me today or tomorrow 

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3-5 working days normally...

[Elmaich]

Just thought I'd update. I spent an hour on the phone the other day to a sky loyalty specialist and her supervisor. They have said that it's not up to five days as suggested, that actually it is 14 working days it can take, making my payment day the 20th of August. I still have not received the money from the 31st of July. 

[Daniel0210]

@Elmaich 

That is not how we understand it. Once the process is started credit refunds should take 3-5 working days, so basically a week. 

[Elmaich]

That's exactly what I had thought, the ladies on the phone explained that sometimes it can take 14 working days and that's what's happened to me. I did say why does it tell me that my refunds been processed and can take up to five days to be in my account when they're saying it's 14 and they didn't really have an answer so we'll wait and see. If I don't have it on the 20th I'll be ringing up again. 

[Elmaich]

I'm not too happy at the moment, everytime I have contacted sky I've been lied to or promised something that never happened. I was issued a refund of £113.98 on the 31/7, told it would take 5 days to show in my bank. It never showed so I called to make sure it had been sent and they assured me that it would be with me that day or the next. It didn't show, so I rang again where I spoke to a supervisor who told me it wasn't 5 days it was actually up to 14 working days. The refund has still not shown, and it has passed the 14 working day time frame I was given. I spoke to my bank, who said without the acquirer reference number or written confirmation of this refund they are unable to track it down but at this time have no record of any previous return or any future incoming payment. So called sky again to get proof of refund, got told I would need to email sky to receive the proof via email. Gave me an email, I emailed outlining what I needed, and got the generic reply back that the email is unmanned and I will not get a reply. I am now unsure of what I need to do? All I need is proof that the amount of money has left sky so my bank can track the payment. It's made me question wether the money has even gone back to me or somewhere else to be honest.