When will my account be closed after I swapped providers and the credit paid back to me

[Nathan19791]

I had a large compensation payment from sky , then sky refused to pay me the money unless I closed my sky account , i cancled my broadband and swapped suppliers, will my account close on it own and my payment made to me or do I need to close my account to get my payment , I had been with sky years in total , but sky really disrespect ther customers, so I just want my money back and to close my account

[PandJ2020]

It's totally normal for any compensation not to be refunded whilst you have an active account.  It's used as credit against future bills.  (All suppliers will do this)

However, once the contract is cancelled the credit can be refunded.  This should be automatic within 6 weeks.  If your account is showing a credit then it can be requested earlier but takes 3-5 working days.

[caesarome]

@Nathan19791 

Are you no longer a Sky customer at all so you do not have a TV service from them, if so do you see this credit on your account ?

[Nathan19791]

I no longer have any service from them and the money is still showing in my account at the moment 

[caesarome]

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@Nathan19791 wrote:

and the money is still showing in my account at the moment 

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As a credit ?

[Nathan19791]

Yes as a credit

[caesarome]

To get you some help with the refund I have escalated your post to the Sky Messaging team who should be in touch with you sometime tomorrow morning regarding this via a blue/red chat bubble which will appear at the bottom of this page.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you have 48 hours to respond or it will be automatically closed. This isn't a live chat so replies are not instant.

[Nathan19791]

Ok thank you I will keep an eye out for it 

[Lisa-P1987]

Thanks for escalating this. We’ve sent @Nathan19791  an invite to chat.

[Lisa-P1987]

Update - Spoken to @Nathan19791 and discussed the account closure process and what to expect.