Bill in Credit for the 2022

[InCredit]

I had a quick look at the Sky mobile bills recently and was surprised to find new bills being created even though I ended my contract at the beginning of the year. It seems like the bills are being generated as the account is still in credit. Surely some would have in initiative to credit the amount back to me? Is there a way to resolve this without a lengthy call?

[caesarome]

It isn't clear from your account is an actual bill is being created each month or you are just seeing the credit which is rolling over each month but either way to get you some help with this I have escalated your post to the Sky Messaging team who will be in touch with you sometime tomorrow regarding this via a blue/red chat bubble which will appear at the bottom of this page.

This link explains how this works:
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.

[Daniel0210]

@caesarome 

There was no escalation marker on this one so I've added it. 

[Lisa-P1987]

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

[InCredit]

Can I have to new request as it just point to a chat where they are telling me they won't help

[Daniel0210]

@InCredit 

What is happening when you take part in the chat invite that's been sent to you? Are you seeing the blue / red chat bubble? In what platform are they saying they won't help you? 

[InCredit]

Using the red app icon they ended the chat pointing to twitter and other social links saying to using other channels rather then help me

[Daniel0210]

@InCredit 

If what you describe as a red app icon was the blue/red chat bubble as per the link from 

@caesarome is it still available to you? 

Once that speech bubble appears you only have 48 hours to join the private chat or it will close automatically. If you fail to respond to each message from Sky within 48 hours the chat will again automatically close down even if your issue isn’t resolved. Replies on the chat aren’t instant so keep checking the chat thread regularly.

[InCredit]

Yes,

This is what they said

You won't be able to talk to someone else on our team. as we are all part of the same chat.
Unfortunately you cannot come through on a new chat with our team. You will either have to call in or as suggested, use the social media options to get a chat with one of the teams there.

---

[Lisa-P1987]

Update - We are in an active chat with the customer. However, because they failed the security checks 3 times, we are unable to continue with the convo via community chat. 

The chat remained open as the customer had not read and replied to our last message. 

I will close this chat for the customer but we will not be able to access the account today due to failed data protection, as there are only 5 of us on the community chat and we all share the workload, this chat closing and being re-escalated will not result in a brand new chat it will simply reopen the old chat. 

I have advised of the contact number or of the social media options if the customer would prefer a chat facility. 

The customer is welcome to post again tomorrow and ask to be escalated again and then we can go through security again to try access the account. 

[Daniel0210]

@Lisa-P1987 

Thanks for the clarification on what's been happening. 

[InCredit]

I'm just posting why this is absurd for me

As a customer of 20 years. I informed Sky of details changes 3 years ago. I then need to use the wrong information to verify myself. I can't use the mobile app to see the incorrect information as it doesn't display Information (just my account number and bill amount) . But ultimately I need to do this as Sky didn't actually close a account that I closed 8 months ago.

It's should not be my problem that you as a company don't do any due diligence 

[InCredit]

My account is in credit and needs to be closed. There is no active mobile number.

[Daniel0210]

@InCredit 

Is this all connected with your earlier post?

[InCredit]

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