Delayed Provisioning Payment to bank account

[elliem]

Sky have paid the compensation directly to my account. Can I request this is sent to my bank account rather than sit on my Sky account?

[Daniel0210]

@elliem 

You can call Sky and ask but this compensation is usually only paid into your Sky account and used towards future payments. Should you cancel your subscription then of course you'd be reimbursed what's remaining. 

[mormegil]

Yes the auto compensation can be requested to your bank account rather than a credit on the sky account, the email/text/letter should have the relevant instructions included or a link to faq's 

[elliem]

I have called them and they've said they can't do it. I have raised a complaint in to Sky to get it sent to my bank account 

[SKY1992bf]

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@elliem wrote:

Sky have paid the compensation directly to my account. Can I request this is sent to my bank account rather than sit on my Sky account?

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@elliem  Note the relevant information from the ofcom automatic compensation guidelines

(https://www.ofcom.org.uk/phones-and-broadband/service-quality/automatic-compensation-need-know/)

How compensation will be paid

Unless you agree otherwise, compensation will be a credit on your bill. The credit will appear on your account within the timeframes above but may show on your bill at a later date.

the bit in bold is crucial has you normally have to have an agreement in place before the credit is applied to your account 

sky has no obligation to agree to such requests 

[elliem]

They never gave me an option. It arrived 24 hours later. The only way it would go to my bank account is if I didn't have a Sky account. If it was £30 I wouldn't care, but it's over £550. Their email was also very short and not informative on how I could change where it goes. I work in telecoms, you can't withhold someone's money if it is theirs. 

[Lauren1207]

Did you get any further with getting this paid to your bank account? I've just had an email informing we're due compensation of over £500 but like you I'd like this in my bank rather than sitting paying off my sky bills for months on end 

[mormegil]

You need to call and get the agents manager to arrange for the refund of the auto compensation to your account as no advisor has the ability to refund that much 

[elliem]

Yep. I emailed their complaints team and they called me 24 hours later and told me they would send the payment to my bank account. It took a week to arrive in my account (They allowed up to 30 days) 

[hannahrbx]

Can anyone advise further with this...awful time with sky. Still awaiting delay provisioning payment - submitted complaint today - my original complaint has been open since 24/1/25. 

When I rang up today the lady said I wouldn't get it refunded to my bank. When I've spoken with godknows how many advisors who have said I can request a refund to my bank account. 

can anyone advise if the complaints team are likely to respond or the next steps as at a loss now and getting nowhere. 

[Chrisee]

@hannahrbx as explained above the normal process is for compensation to be credited to your account. However in some circumstances Sky do agree to pay out to your bank but it isnt a right. Best first step is to raise a formal complaint as if Sky donr sgree the independent arbitor might but they can only become involved d adter Sky have ruled on the vomplaint or 8 weeks have passed. See How to make a Sky complaint | Sky Help | Sky.com

[hannahrbx]

Can I contact them given my original complaint has been open since 24/1/2025 with no contact to me?

I've had numerous advisors say I can have it in my bank account, use it for a holiday etc. so will argue that case when I get the money. 

[SKY1992bf]

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@hannahrbx wrote:

Can I contact them given my original complaint has been open since 24/1/2025 with no contact to me?

I've had numerous advisors say I can have it in my bank account, use it for a holiday etc. so will argue that case when I get the money. 

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@hannahrbx only if you followed the instructions on the link posted by @Chrisee above and received a deadlock letter from sky confirming that the complaint lodged on the 24/1 is in deadlock 

[hannahrbx]

Thank you. I've emailed from the email on the website today. So am I best waiting for a response - just hope I get one having never heard anything and don't know what else to do.