topic Re: Double payment in Account & Billing

Double payment

Pikesmith83 — Fri, 28 Feb 2025 22:39:34 GMT

Sky taken two payments and want to get refund how do I go about this it showing as credit

Re: Double payment

GD1 — Sat, 01 Mar 2025 04:36:41 GMT

@Pikesmith83 wrote:

Sky taken two payments and want to get refund how do I go about this it showing as credit

Sky don't normally take payments twice, did you make a manual payment for any reason?

If so this isn't needed and won't stop a scheduled recurring payment as you've discovered.

You should never make any manual payments unless asked to buy Sky.

To get you some help with this your post has been escalated to the Sky Messaging team.

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 payment

Pikesmith83 — Sat, 01 Mar 2025 10:05:11 GMT

It said online it was due and to pay so I paid it in the morning they took it out the same evening

Re: Double payment

caesarome — Sat, 01 Mar 2025 10:07:56 GMT

Is your bill usually Sid by a direct debit because should it fail then Sky will try again 10 days later.

Do you see a credit on your account now and if so do you want this refunded or are you happy to leave it there as it should be used to pay your next bill ?

Re: Double payment

Pikesmith83 — Sat, 01 Mar 2025 10:17:55 GMT

Would like it refunded as can't afford to pay it twice

Re: Double payment

Pikesmith83 — Sat, 01 Mar 2025 10:20:58 GMT

£169.95 is showing as credit

Re: Double payment

GD1 — Sat, 01 Mar 2025 10:23:51 GMT

@Pikesmith83 Please see my original reply

Re: Double payment

caesarome — Sat, 01 Mar 2025 10:25:14 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: Double payment

Tom-W19 — Sat, 01 Mar 2025 11:20:34 GMT

Thanks for escalating. We've sent an invite to @Pikesmith83.

Re: Double payment

KatBear — Tue, 18 Mar 2025 22:06:52 GMT

Hello,

I am having the same problem... I told me my bill was behind so I paid it manually this morning and then it's taken an automatic payment this evening.
I need a refund as well please

Re: Double payment

KatBear — Tue, 18 Mar 2025 22:08:07 GMT

It is showing as credit

Re: Double payment

caesarome — Tue, 18 Mar 2025 22:16:57 GMT

@KatBear

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you sometime tomorrow morning regarding this via a blue/red chat bubble which will appear at this bottom of this page.

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:
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 have 48 hours to respond or it will be automatically closed. To start the conversation just type in it.

This isn't a live chat so replies may not be instant.

Re: Double payment

KatBear — Tue, 18 Mar 2025 22:29:25 GMT

Great thanks! 🙂

Re: Double payment

Greenfingers001 — Wed, 19 Mar 2025 08:18:05 GMT

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

Re: Double payment

Rosie-Mai — Thu, 11 Sep 2025 15:59:20 GMT

I'm also having this issue also as I can't really afford to be paying it twice as on my app it was saying it was overdue so I done annual payment but now showing that it's took my usual direct debit also

Re: Double payment

Daniel0210 — Thu, 11 Sep 2025 16:01:55 GMT

@Rosie-Mai

Like others it sounds like you've made an unnecessary manual payment. If you have a continuous payment method set up you never need to make a manual payment.

Once the original planned payment has been processed a credit should appear on your Sky account for the amount you have overpaid. This should automatically be used to pay your next bill so on that bill date no/less money should be taken from your account. I would suggest NOT making any manual payments unless requested to by Sky.

If you prefer, once your extra payment is showing as a credit, contact Sky who can arrange a refund within the standard 3-5 working days.