Sky will not honour my credit

[Been+let+down]

Help! 

I closed me broadband account in May. Sky didn't do it and now owe me £157. Every time I phone they promise a refund in 3-5 working days (I've made over 8 hours of calls) and the person always promises the refund and a courtesy call back. This doesn't happen. Worse still, they use the card details given for the refund, to help themselves to more money. I have twice expressly said during the recorded call that I do not consent to a direct debit being set up and twice they have done it! I am tearful and at the end of my tether. I am now getting letters saying a have a payment charge incurred despite being £157 in credit. Can anyone help me please?! 

[SKY1992bf]

@Been+let+down  You say sky didn't cancel your services, have you now got email confirmation that your services have been cancelled, without this proof your services have not been cancelled 

did you move to another provider if so who

is the credit showing on your account here

https://www.sky.com/myaccount/bill

[Been+let+down]

I moved out of the house. They have confirmed the account has closed and that I'm due the refund of £157 and they keep saying it's coming and they keep taking my card details and then they set up a direct debit and do not refund. 
I can see I am due the £157 on my sky app. Every time I phone, I'm on hold for an hour a time. They promise it but it never comes!

[SKY1992bf]

@Been+let+down  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

[Been+let+down]

Sky won't even talk to me as they are saying the account is now closed 🤦🏼‍♀️😢😢😢😢

They are also trying to charge me £7.50 chargeback request when I had to recover money via my bank that sky helped themselves to, two months after I closed the account. 

They are cowboys! 

[Daniel0210]

@Been+let+down 

Your issue has been escalated to Sky by @SKY1992bf so see if the Escalation Team can help you with this.

[Mark39]

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@Been+let+down wrote:

They are also trying to charge me £7.50 chargeback request when I had to recover money via my bank that sky helped themselves to, two months after I closed the account. 

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That's the problem with chargeback requests - Sky (or anybody for that matter) can reject them if they believe payment is correctly due. Always best to agree it first.

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[Mr+Flibbles+86]

Thank you for escalating this. We have sent an invite to chat

[dmy24]

Thanks for chatting to us @Been+let+down  Unfortunately, there was no further response on the chat in 48 hours, our last message was to let you know your credit has been refunded and would be with you in 3-5 working days. If you need our support let us know and we can re-escalate to our chat team. Your chat has been closed now.

[Been+let+down]

No refund has been received yet. I've heard this narrative since May!

[GD1]

@Been+let+down  The chat that was opened was closed because you did not engage with the Sky adviser last time, so nothing would have been done.

If you wish to have you post escalated again you do need to engage with Sky otherwise your chat will be closed again.

[Daniel0210]

@Been+let+down 

Depending on when the refund process was started day 1 of the 3-5 working days could be next Tuesday.