Waiting for refund

[Luke951]

Hi, my broadband was cancelled and ended nearly 2 months ago. Shortly afterwards I received my final bill which showed they owe me £31.53. I haven't received a refund for this and can't find an email address to contact them by to complain

[Daniel0210 · Accepted solution]

@Luke951 
Refunds can take up to 6 weeks from your last day of connection providing the payment method is still active on your Sky account. This will be longer if the payment method has been cancelled as Sky will have to manually raise a cheque and post it to you.

If you’d rather, we can help get it refunded within 3-5 working days via the Messaging Team on here. Let us know on this thread if that’s what you want to do but we need confirmation it’s currently showing as a credit on your Sky account.

[Luke951]

Yes please if can escalate to the messaging team. Yes is showing as credit in account. Thanks 

[Daniel0210]

@Luke951 
I’ve escalated your post to Sky and their Messaging Team should contact you tomorrow. 

You need to watch out for a post 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 fairly regularly.

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

[Luke951]

Great, thanks for your help 

[Lisa-P1987]

Thanks for escalating this. We’ve sent @Luke951  an invite to chat.

[JamesTC1]

I'm having the same issue, now over 6 weeks since I moved. Can someone arrange a refund please?

[Daniel0210]

@JamesTC1 

Is the credit showing on your Sky account? 

[caesarome]

@JamesTC1 

Do you see a credit on your account ?

[JamesTC1]

Yes £60.20 in creditors, says it will be taken off my next bill, but as haven't been a customer for 6 weeks this isn't possible.

[Daniel0210]

@JamesTC1 
I’ll escalate your original post to Sky when it’s more than the obligatory ten minutes old and their Messaging Team should contact you later.

You need to watch out for a post 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 fairly regularly.

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

[Daniel0210]

Now escalated @JamesTC1 

[Tom-W19]

Thanks for escalating. We've sent an invite to @JamesTC1.