Why wont Sky refund my money?

[Loz5884]

Hello all, 

I recently placed an order for a new Sky Mobile contract, i paid the upfront cost for the phone but had to return the unit. Sky have now received this and advised the upfront cost would be added to my Sky account and WOULD NOT be returned to my bank, as advised it would be when arranging the return with a Sky member. If i want the funds returned i need to contact my bank and submit a request for them to pull back the payment... surely this cnt be right?

All I want is for the money i paid to Sky, to be returned to me rightfully without the hassle of needing to call my back and submit a request.

Can someone please tell me if the above is correct and that Sky CANT process a refund?

[Mark39]

I'd give Sky another call and ask,again, ro check whether or not the advice you've received is,right.

[Loz5884]

Thank you... this is what i was planning to do on my lunch later today but thought id raise it on here since their Live Chat apparently doesnt work?

It just doesnt seem right to me...

[Daniel0210]

@Loz5884 

What other Sky account(s) do you have? 

[Loz5884]

I have Glass and Broadband with them @Daniel0210 

[Daniel0210]

@Loz5884 

Is the credit showing in either of those? tbh I would have thought a refund would be available but as @Mark39 has stated give Sky another call to confirm the advice given to you previously. 

[Loz5884]

@Daniel0210 No not that i can see, im going to give them a call in a few mins just think its rediculous that ive been told i need to claim this back via the bank which we all know isnt always a straight forward process.

Hopefully i just got hold of an employee not fully up to speed on the refund process and someone else can get this actioned.

Thanks to you and @Mark39 for your replies

[Lisa-P1987]

That does not sound correct to me. 

I have escalated your post to our Community Messaging, 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  

[Mr+Flibbles+86]

Update – We are still looking to help you. If you need our support let us know and we can re-escalate to our chat team. Your invite has been closed now. Thanks