closed sky account and credit not refunded as promised

[Vardy2020]

I closed my account in November. A dd payment was taken in December i was told that this would be refunded in January ( a pro rata amount).  My refund has not come though my january bill states £48 in credit.  Which is a balance going against my next bill.  There is not a next bill as my account is closed!  The online help has been useless and customer services are closed.  I am very frustrated as i was told not to cancel ddebit and the refund would automatically come  in on 23 january. Customer service is atrocious.

[caesarome]

@Vardy2020 

To get you some help with this 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 this 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 will have 48 hours to respond or it will be automatically closed. To start the conversation just type in it.

This isn't a live chat so replies may not be instant.

[Mhoax]

I have had the same issue. My contract was ended early due to health reasons and moving homes. My service ended on 24th but another payment is scheduled for the 28th of January. I thought sky bills in advance so this payment should not be taken ... 

[Daniel0210]

@Mhoax 

Your issue is different to that of the OP. Sky bills are generated 14 days before your payment date so in your case about the 14th January. This was whilst you were still a Sky customer. This payment will need to be taken then you will be reimbursed for the overpayment which will take up to 6 weeks so leave your payment method live. 

[Hev106]

Apologies I too am still waiting refund promised on my next dd date which is now passed and credit shown in my account which is closed 

cancelled subscription bb ended 17 dec tv ended 30 dec (why there's a difference who knows as whole package cancelled at same time) dd was set 26th each month told would have to pay this then jam dd date would be refunded the credit but of course that hasn't happened 

details all still live as requested I order to get refund back to bank - why sky cannot do refund automatically when final service ceased on 30 dec who knows as every other business can do it - but not happy that reading on here it's a six week wait apparently that Sky earn interest in my money and is not what I was told on cancelling - why should I wait until mid February to get my money back 

can you please help get my refund quicker 

thank you 

[Daniel0210]

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@Hev106 wrote:
cancelled subscription bb ended 17 dec tv ended 30 dec (why there's a difference who knows as whole package cancelled at same time) 

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@Hev106 

Because the notice period for Broadband/Talk is 14 days and TV is 31 days. 

Refunds usually take up to 6 weeks from your last day of connection however if your payment method has been cancelled Sky will have to manually raise a cheque via a back office team and post it to you so it’ll take longer.

If the payment method is still active we can try to help get it refunded within 3-5 working days via the Messaging Team on here if you wish.

If the payment method has been cancelled you have two options…
1) you can call Sky to get a cheque raised or
2) we can escalate to the Messaging Team who can re-set your payment method.

Let us know on this thread what you want to do but please confirm in your reply whether the payment method is still active.

[Hev106]

@Daniel0210  Ty for your reply yes please if you could escalate it I would be grateful

thank you 

Heather 

[caesarome]

@Hev106 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

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 by typing it it to start the chat:

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 will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

[Mr+Flibbles+86]

Thanks for escalating this. We’ve sent invites to chat.

[Hev106]

@Mr+Flibbles+86  sorry technophobe sent out invites? I see a chat bubble at bottom left but it's empty waiting for me to write? Is that what you mean? 

[Daniel0210]

@Hev106 
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 periodically.

[Hev106]

Thank you found it all resolved fab help from the community 😊

[Jay1828]

Hello I am waiting for a refund from sky after I closed my account in December, promised refund start of January but still waiting. Please can this be escalated for refund to be processed. Thank you

[Daniel0210]

@Jay1828 
Refunds usually take up to 6 weeks from your last day of connection however if your payment method has been cancelled Sky will have to manually raise a cheque via a back office team and post it to you so it’ll take longer.

If the payment method is still active we can try to help get it refunded within 3-5 working days via the Messaging Team on here if you wish.

If the payment method has been cancelled you have two options…
1) you can call Sky to get a cheque raised or
2) we can escalate to the Messaging Team who can re-set your payment method.

Let us know on this thread what you want to do but please confirm in your reply it’s currently showing as a credit on your Sky account and whether the payment method is still active.

[Jay1828]

Yes please to escalation, my payment method is still active. Thank you