topic Re: You have tried to take money out in Account & Billing

You have tried to take money out

Abbiehastings — Wed, 11 Dec 2024 08:42:57 GMT

U have tried to take money out my account and I don't have the money for it as it's a double payment I will pay it on the 20th of December

Re: You have tried to take money out

Mark39 — Wed, 11 Dec 2024 08:48:15 GMT

Not sure what you mean by a double payment. However, we're a customer Community and you're not telling Sky, I'm afraid.

Re: You have tried to take money out

GD1 — Wed, 11 Dec 2024 09:02:27 GMT

@Abbiehastings If you have a direct debit setup Sky will attempt payment on the due date, if this fails Sky will attempt anther payment request 10 days later, if this also fails services will become restricted.

A promise of payment won't keep your services on as the billing systems is fully automated.

Re: You have tried to take money out

Daniel0210 — Wed, 11 Dec 2024 10:26:56 GMT

@Abbiehastings

Not sure what the double payment is for. Check the dates they relate to.

The billing process described here applies to everyone…

▪️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 (so DO NOT be tempted to make a manual payment in this period).

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 at best 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 I believe 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 on the phone. 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