Request for refund instead of credit

[HannaYa]

Hi,

I recently switched broadband providers and would like assistance with a refund. Here are the details:

1. Previous Contract with Sky:

   • I was on a Sky broadband contract with monthly payments taken on the 3rd of each month.

   • I switched to another provider, and my new service started on 8 January 2025

2. Billing sequences:

   • On 3 January 2025, Sky took the full monthly payment as usual.

   • On 3 February 2025, as I switched providers, Sky returned a pro-rata amount for the unused period, and this (as expected) was issued as a credit on my Sky account instead of a refund to my bank account

3. Request for Refund:

   • I no longer have any active Sky services, so I don’t need a credit balance—I just want my refund as real money, not virtual credit.

   • My Sky account and payment method (bank account) are still active, so the refund should be straightforward

4. So:

   • Could you please escalate this to the Sky Team to process the refund?

Thank you in advance, 

Hanna

[Greenfingers001 · Accepted solution]

Hi there @HannaYa , I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

[Dee541]

Hi I paid £100.78 for my sky broadband o. 6/02/25 and today you have taken another £100.78 I need this to be refunded to my bank account I am a pensioner and that is my living money for things. 

regards

mrs Denise Wilson 

ps you can see that the £100.78 had already been paid. So please return this 

[Daniel0210]

@Dee541 
This is a customer helps customer forum and you aren’t contacting Sky Customer Services on here.

Paying on the 6th manually was unnecessary and won't stop the automatic payment. 
If you have a continuous payment method set up you should never need to make a manual payment. A credit will appear on your account for the amount you have overpaid once the planned payment has been processed. This should automatically be used to pay your next bill so on that bill date no/less money should be taken from your account. I would recommend not making manual payments unless requested to by Sky.

If you prefer, once your extra payment is showing as a credit, we can perhaps get you some help in getting it refunded (within the standard 3-5 working days) through the Messaging Team on here. Let us know on this thread if you want to do that having confirmed it’s now showing as a credit.