topic Re: Payment taken twice in Account & Billing

Payment taken twice

Jlab — Tue, 29 Apr 2025 09:14:14 GMT

Hi, my payment has been taken twice, unsure why as I only paid it once.

It is showing as credit but I was hoping to get it refunded if this could be escalated to someone please

Re: Payment taken twice

Daniel0210 — Tue, 29 Apr 2025 09:23:06 GMT

@Jlab
Sounds like you made an unnecessary manual payment and then Sky took payment from a payment method they have for your account.

If you have a continuous payment method set up you should never need to make a manual payment. A credit will appear on your account for the amount you have overpaid once the planned payment has been processed. 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 recommend not making manual payments unless requested to by Sky.

If you prefer, once your extra payment is showing as a credit, we can perhaps get you some help in getting it refunded (within the standard 3-5 working days) through the Messaging Team on here. Let us know on this thread if you want to do that.

Re: Payment taken twice

Jlab — Tue, 29 Apr 2025 09:31:55 GMT

Hi, thanks for the reply.

It is showing as credit and would like it refunded please

Re: Payment taken twice

Daniel0210 — Tue, 29 Apr 2025 09:35:56 GMT

@Jlab
I’ve escalated your post to Sky and their Messaging Team should contact you later.

Look out for a post on this thread from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread periodically.

This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: Payment taken twice

Mr+Flibbles+86 — Tue, 29 Apr 2025 09:45:20 GMT

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

Please be aware conversations automatically close if there is no response within 48 hours.

Re: Payment taken twice

Abridgetjones — Thu, 30 Apr 2026 17:43:18 GMT

I have this same issue I need the second payment refunded but I'm getting nowhere with skybot

Re: Payment taken twice

Daniel0210 — Thu, 30 Apr 2026 17:46:04 GMT

@Abridgetjones
The T's and C's state you should have a direct debit or continuous card payment method set up meaning you don’t need to make a manual payment unless your services have been restricted.

Once Sky have processed the planned payment they are expecting, a credit should appear on your Sky account for the amount you have overpaid. This credit should automatically be used to pay your next months 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, we can perhaps get you some help in getting it refunded (within the standard 3-5 WORKING days) through the Community Messaging Team on here. Let us know on this thread if you want to do that but please confirm it’s currently showing as a credit.

Re: Payment taken twice

Abridgetjones — Fri, 01 May 2026 07:26:46 GMT

Yes its showing as credit

Re: Payment taken twice

caesarome — Fri, 01 May 2026 09:16:09 GMT

@Abridgetjones

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: Payment taken twice

_Claire — Fri, 01 May 2026 09:17:22 GMT

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

Please be aware conversations automatically close if there is no response within 48 hours.

Re: Payment taken twice

Jordduz — Mon, 18 May 2026 18:42:26 GMT

Hi, ive also had this same issue. Cant find anywhere to contact anyone. My DD bounced then i paid manually not realising i didnt have to. Now today theyve taken payment again id like a refund please

Re: Payment taken twice

caesarome — Mon, 18 May 2026 19:00:29 GMT

@Jordduz

Do you see a credit on your account ?

Re: Payment taken twice

Powens11 — Sat, 22 Aug 2026 22:23:34 GMT

i've had the same issue but i don't have a continuous payment authority set up, i've been paying manually for months and only now has this happened. i need that money back.

Re: Payment taken twice

Daniel0210 — Sun, 23 Aug 2026 05:15:54 GMT

@Powens11
The T's and C's you’ve agreed to state you should have a direct debit or continuous card payment method set up meaning you don’t need to make a manual payment (unless your services have been restricted).

Sky will attempt to get payment via any card or direct debit previously used. Once Sky have processed the planned payment they are expecting, a credit should appear on your Sky account for the amount you have overpaid. This credit should automatically be used to pay your next months 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.

Alternatively once your extra payment is showing as a credit, we can perhaps get you some help in getting it refunded (within the standard 3-5 WORKING days) through staff from the Community Messaging Team on here. Let us know on this thread if you want to do that but please confirm it’s currently showing as a credit.

Re: Payment taken twice

Powens11 — Sun, 23 Aug 2026 09:58:14 GMT

i've been manually paying for about 7 months since they stopped me paying on my tv but i'll wait next month to see if they take it automatically.

yes it's showing as a credit

Re: Payment taken twice

Powens11 — Sun, 23 Aug 2026 10:10:46 GMT

yes i'd like a refund and yes it's showing as a credit

Re: Payment taken twice

Daniel0210 — Sun, 23 Aug 2026 10:16:52 GMT

@Powens11
I’ve escalated your post to Sky and staff from their Community Messaging Team should make contact with you later. In future you need to set up a payment method.

Look out for a post on this thread from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread periodically.

This link explains what happens…
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

Re: Payment taken twice

Danz994 — Sun, 23 Aug 2026 10:22:58 GMT

Good morning @Daniel0210 Thanks for making us aware of this. I'll send @Powens11 an invite now and we can assist further. Thanks, Danielle