Sky not sending refund :(

[Nobhead]

Hey guys, 

Bit frustrated. I cancelled my Sky in October when I moved house because my new home doesn't have a dish or a phone line. 

I noticed a few months ago that Sky was still charging me £10 a month.

I have called Sky twice about this (Sky ref CRF8907185) and they have stopped the payment & admitted an error and said they will refund me the £80. But it just hasn't been paid back to me. I'm worried that they will just tell me the same thing every time. "you'll receive your refund in 5-7 days".

How do I get this money back please? 

Thanks in advance x

[caesarome]

Does this refund appear on your account ?

[Daniel0210]

@Nobhead 

Your duplicate post has been removed to prevent duplication of answers/advice. 

[Nobhead]

There looks to be a credit on Septembers "bill" but it's for £72 but I'm owed £80 so I don't get what's going on. 

[Daniel0210]

@Nobhead 

If you want we can escalate your issue to Sky on here. Let us know on here if you want to participate in that? 

[Nobhead]

Yes please, that would be excellent. Thank you 

[SKY1992bf]

@Nobhead To get you some help, I’ve escalated your post to sky community chat who hopefully will be in contact and send you a private community message/email so I would recommend that if not already on, you turn email/private message notifications on to avoid missing any alerts

So look out for a chat bubble across the bottom of the screen when logged onto the forum

This link explains how this works

https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Be reassured the email & message is from Sky and your details are safe and secure.

Once you receive an invite you’ll have 48 hours to initiate a chat before it automatically times out, also ensure you login to the forum periodically for 48 hours after receiving the invite and check the chat bubble for any responses from sky and make sure you respond to each message from sky within 48 hours of each message, or the chat will time out again

NB 1 If your post has been escalated for a non return fee issue please note proof of postage is required without it refunds are at sky’s discretion

NB 2 If you are using Safari please make sure that Hide IP Address is not checked in order to see the chat bubble. If you are having trouble finding this to check the settings, use another browser such as Chrome

[Daniel0210]

@Nobhead 
I’ve escalated your post to Sky and the Messaging Team may get in touch with you tomorrow.

Look out for a blue/red speech bubble at the bottom of your forum page. Once that speech bubble appears you have 48 hours to click on it and join the private chat or it will close automatically. If you fail to respond to each chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky are not instant so you’ll need to regularly check the chat thread.

This link explains the Community Messaging process.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[Nobhead]

Thank you sir 👍🏻

[Mr+Flibbles+86]

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

[Nobhead]

So I'm currently waiting for Sky to come back to me. This all seems very overcomplicated. 

Sky have overcharged me and took £80.

Twice they have stated that they will refund but haven't. 

Now they are saying I'm £72 in credit so they can refund me that but can't bump it to £80 to close the case, instead they want to send me an "e-voucher" for £10 which is supposedly redeemable at Tesco.

So I asked if it would just be easier to refund me the £80 rather than the £72 credit + the £10 E-Voucher?

No they said. They'll pass the refund onto the authorisation team and send me the E-Voucher by email. 

The email comes but it's not a voucher, it's a link to redeem a "reward or gift" from Sky.  But when I click it and sign in, I'm not eligible to receive it because my account is closed. 

Sky rep says it shouldn't be a problem because my Sky ID is still active. 

So I try again but I cannot receive this E-Voucher because it's a reward/gift I'm ineligible for because I don't have an active TV or Broadband package. 

So this will be the 3rd time the refund has been sent off to get authorised except now it's less than they previously stated but they'll makd it up with an E-Voucher that I can't redeem. 

Why can't Sky just refund the money that they took from my bank account? 

Why is it so difficult? 

[Nobhead]

I feel like I'm being scammed by a company I genuinely used to admire & trust. 

[Mark39]

---

@Nobhead wrote:

Why can't Sky just refund the money that they took from my bank account? 

Why is it so difficult? 

---

Process, I imagine. I expect it's all automated, and there's no way for an adviser to just credit your account with £8 in order to refund it.

[Daniel0210]

@Nobhead 

We have no insight into Skys inner processes so you'll have to wait for the Messaging Team to get back to you. 

[Nobhead]

Sky have advised me that my refund has been approved by a manager & will take 3-5 working days. 

So it's a waiting game again. 

What happens if it still doesn't show up?