Refunds from Sky Phone

natty_knitter

Hi - new to writing in forums so sorry if this has been asked before.
Does anyone know where I can complain about Sky taking so long to refund my money when the package for phone + BB has been cancelled?
I changed provider mid July - was contacted by Sky and new provider to say it was all set up for 29 July but Sky still took money out of my account for August. When I noticed and contacted them on 12 August they said that the info goes out to the bank on 24 July and until the line etc has actually changed they have to bill for it. I understood this and thought this reasonable however I thought that as soon as the line was cancelled they would have started a refund process. Oh no - I was told that the info would be processed on 24 August (date for bill/info process). Now 12 Sept and still no money in bank account so I rang and was told that the refund was processed yesterday and I would have to wait another 3-5 days for the money to appear in my account!
I tried asking Sky via phone why this took so long and was told most big companies do this and when I asked how I could complain I was told that they would put a note on my account! I told them that as I had changed providers that was not very appropriate. Next when I asked for an address to write to I was told that I should check the website - which I was on at the time and could only find general phone numbers ( I was on the phone!!!!) Eventually I was given a Sky Subscribers Services Ltd PO Box address.

Does anyone know if it is worth writing to complain or am I wasting my time?

teddysmum

Just wait for the number of days they suggested.


They do have to charge you until they lose the line and billing is in advance, based on your subscription at the time of billing. Your refund would then not be processed until the next billing date.

bubblegun

natty_knitter wrote: »

Hi - new to writing in forums so sorry if this has been asked before.
Does anyone know where I can complain about Sky taking so long to refund my money when the package for phone + BB has been cancelled?
I changed provider mid July - was contacted by Sky and new provider to say it was all set up for 29 July but Sky still took money out of my account for August. When I noticed and contacted them on 12 August they said that the info goes out to the bank on 24 July and until the line etc has actually changed they have to bill for it. I understood this and thought this reasonable however I thought that as soon as the line was cancelled they would have started a refund process. Oh no - I was told that the info would be processed on 24 August (date for bill/info process). Now 12 Sept and still no money in bank account so I rang and was told that the refund was processed yesterday and I would have to wait another 3-5 days for the money to appear in my account!
I tried asking Sky via phone why this took so long and was told most big companies do this and when I asked how I could complain I was told that they would put a note on my account! I told them that as I had changed providers that was not very appropriate. Next when I asked for an address to write to I was told that I should check the website - which I was on at the time and could only find general phone numbers ( I was on the phone!!!!) Eventually I was given a Sky Subscribers Services Ltd PO Box address.

Does anyone know if it is worth writing to complain or am I wasting my time?

Refunds should be back in your bank "within 45 days of the last product cancelling". Any longer then maybe complain but have some patience.

It all depends on when things cancel in relation to your billing & payment dates. EG. your billing date could be the 29th of July with payment due on 12th August.

If the phone line didn't switch until late in the day on 29th July and the bill was created earlier in the day then the phone and broadband charges would still be taken on 12th August. Then on next billing run on account, 29th August, overcharge would be credited to the account minus any usage charges to the date of the actual cancellation.

But, call charges can sometimes take up to 2 months to come through so they need to wait for that occasionally. Usually though the refund should be in the bank by 12th September, but not always.

Sometimes the phone switchover happens on a weekend. So if it was late on a Friday which the 29th July was then it might not hit Sky's systems until Monday 1st of August so the 45 days would be to the 15th of September.

You should check your MySky account it will show the credit then show £zero when the refund is sent to your bank. After that it is the limbo period where your bank does what it wants with it.