topic Re: Duplicate payment in Account & Billing

Duplicate payment

Pikesmith83 — Tue, 28 Jan 2025 22:32:08 GMT

Hi, I paid my bill through the app and then later the same day it was taken again, can someone help? Is it possible to get a refund as I can't afford to pay the extra , I checked the app and it said it was overdue so paid through the app but they just took another payment from my card it is showing as a credit

Re: Duplicate payment

caesarome — Wed, 29 Jan 2025 05:45:56 GMT

@Pikesmith83

As you have a card payment set up you should never need to make a manual payment as you have done. What has happened is a credit has appeared on your account for the amount you have overpaid and this will be used to pay your next bill so on that bill no money will be taken from your account.

You can also have this credit refunded if you want as we can alert Skys' messaging team to your post so let us know if you would like this done.

So do you see a credit on your account and if so would you like Sky's messaging team to contact you via here about a refund ?

Re: Duplicate payment

Pikesmith83 — Wed, 29 Jan 2025 06:38:06 GMT

Yes it shows as credit and would like it refunded

Re: Duplicate payment

caesarome — Wed, 29 Jan 2025 10:09:00 GMT

@Pikesmith83

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

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 will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

Re: Duplicate payment

Mr+Flibbles+86 — Wed, 29 Jan 2025 11:34:20 GMT

Thanks for escalating this. We’ve sent an invite to chat.