topic Re: Double Charged Installation fee in Archive

Double Charged Installation fee

KrystleC — Sun, 06 Mar 2022 09:12:58 GMT

Hi, I just got sky installed on Wednesday and have had a rocky start (catch up didn't work, Netflix wouldn't merge and discount sales agent promised not applied) but after contacting sky a few times I thought all was sorted.

However I just noticed my first bill includes 2 charge for the sky Q installation. It should have been £20 but there are 2 lines on the bill with £20 each - both the exact same description. So I am being charged £40 install instead of the £20 agreed. I can't cope with another 30 minute call queue - is there any other way I can get this fixed and also change my DD date?

thanks

Re: Double Charged Installation fee

GD1 — Sun, 06 Mar 2022 09:15:21 GMT

@KrystleC You can only change your DD date after the 1st payment has gone through, you can do this online yourself.

In respect to the duplicate charge I've escalated your post via the community chat. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Keep an eye out for an invite or blue chat bubble.

When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.

Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.

I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts

Re: Double Charged Installation fee

KrystleC — Sun, 06 Mar 2022 09:16:53 GMT

Thank You

Re: Double Charged Installation fee

Lisa-P1987 — Tue, 08 Mar 2022 11:27:38 GMT

Update - We have spoken to KrystleC and explained the billing. Thanks 🙂

Re: Double Charged Installation fee

KrystleC — Tue, 08 Mar 2022 15:00:10 GMT

Have you?? When was it discussed with me?

Re: Double Charged Installation fee

SKY1992bf — Tue, 08 Mar 2022 15:16:39 GMT

@KrystleC Did you not have a private chat via the chat bubble, that's what @Lisa-P1987 is referring to

Re: Double Charged Installation fee

Lisa-P1987 — Tue, 08 Mar 2022 17:49:40 GMT

Hi there, yeah you initiated a conversation with us on Thursday morning @KrystleC We had been talking back and forth until Sunday morning, we responded but you have not returned to our chat and it has auto closed due to no further contact from you.

Do you need us to re-escalate ?

Re: Double Charged Installation fee

KrystleC — Tue, 08 Mar 2022 18:22:07 GMT

Yes please. Those previous chats were about the catch up not working and Netflix- not the double charging. Please reopen. Thanks

Re: Double Charged Installation fee

caesarome — Tue, 08 Mar 2022 18:25:31 GMT

I have escalated this again for you so keep an eye out for the chat bubble and do chat with Sky on whatever issue or issues you have as you can use it to discuss with them about both of you want.

Re: Double Charged Installation fee

KrystleC — Wed, 09 Mar 2022 07:13:53 GMT

Thanks, I had tried on the original bubble chat to talk about billing after they sorted catch up but they told me to phone up. So I phoned and thought they had sorted the bill but then realised they hadn't. So I posted here and then a sky employee has said they closed the chat bubble (but that was the original one that couldn't help with billing) having a bit of a nightmare with sky now- wondering why I left virgin at this point.

Re: Double Charged Installation fee

Mr+Flibbles+86 — Wed, 09 Mar 2022 08:36:51 GMT

Hi @KrystleC. Our team did respond with an update after taking steps to resolve this on Sunday but the chat was then closed after no response. I'll send another invite now so we can then provide you with the update.

Re: Double Charged Installation fee

Lisa-P1987 — Sat, 12 Mar 2022 08:03:48 GMT

Update - Spoken to KrystleC again, we have explained the billing queries. Thanks 🙂

Re: Double Charged Installation fee

Nayamwiza — Mon, 06 Jun 2022 11:24:18 GMT

Please we are paying double my daughter payment and my payment also

Re: Double Charged Installation fee

SKY1992bf — Mon, 06 Jun 2022 11:27:55 GMT

@Nayamwiza Your not talking directly with Sky here, you need to post full details of your query if you need assistance

What makes you think your paying double, do you and your daughter have separate accounts?