topic Bereavement in Account & Billing

Bereavement

Loul22 — Wed, 31 Jul 2024 04:37:33 GMT

Ive just lost my husband through his own doing and its a very difficult time for the children. As we had joint bank account it has been frozen and im worried illl be cut off. Is there anything i can do?

Re: Bereavement

caesarome — Wed, 31 Jul 2024 04:41:59 GMT

Sorry for your loss.

Was your husband the account holder ?

Re: Bereavement

Daniel0210 — Wed, 31 Jul 2024 05:50:51 GMT

Sorry for your loss @Loul22

If your husband was the Sky account holder see this advice they provide

https://www.sky.com/help/articles/deceased-sky-account-holder

Re: Bereavement

Loul22 — Wed, 31 Jul 2024 06:10:11 GMT

No I am but as joint account and investigation into his passing all accounts are frozen and I'm signed off work for a while now. Thank you for your response

Re: Bereavement

Daniel0210 — Wed, 31 Jul 2024 07:00:23 GMT

@Loul22

Okay, in that case give Sky a call asap and seek there advice on your current situation. Your next bill will be generated 14 days before the normal payment date.

This is the billing process which normally applies…

▪️If you have a Direct Debit set up and the payment fails on the normal payment date Sky will automatically attempt it again 10 calendar days later?

After 10 days, if that second attempt also fails Sky may send a text and/or email notifying you that your payment has failed again and you then have a day or two before they restrict your services.

▪️If you have a Continuous Card payment method set up, if the payment fails Sky send the text/email notification about the failed payment and you usually have at best 2/3 days before being restricted. There is no grace period and only 1 attempt is made for a card payment, so if this has failed, you will need to pay manually and then reset the payment method for next month.

Restrictions are an automated process and we’ve been told Customer Service agents can’t stop it… even if you’re told otherwise.

Sky don’t allow payment plans (except on a legitimately closed account) or a promise to pay on or by a certain date.

This link may also provide some advice
https://www.sky.com/help/articles/cost-of-living-support

If you are behind with Stream or Glass payments also see the information on this link:
https://www.sky.com/help/articles/missed-payments-sky-glass