topic Payment taken 2 times in Account & Billing

Payment taken 2 times

Karlos96 — Sun, 15 Jun 2025 21:16:13 GMT

Hello today I made a manuall payment because I saw that my bill is overdue and after I saw that automatic payment was taken as well, so there has been 2 payments taken now, can I get a refund please?

Re: Payment taken 2 times

caesarome — Sun, 15 Jun 2025 21:19:21 GMT

@Karlos96

For the payment you made do you see a credit as it is this that can be refunded and we can get you some help via here if you would like.

Even though it might say your bill is overdue if it is paid by a direct debit and this fails for whatever reason Sky will try again 10 days later. Also if your billing date falls on the weekend it will be taken on the Monday or Tuesday (if the Monday is a Bank Holiday) at the earliest.

Re: Payment taken 2 times

Karlos96 — Sun, 15 Jun 2025 21:26:51 GMT

Yes I can see that the credit will go towards the next month but i would like if you can help me to get it refunded please 😊

Re: Payment taken 2 times

caesarome — Sun, 15 Jun 2025 21:32:25 GMT

@Karlos96

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: Payment taken 2 times

Lisa-P1987 — Mon, 16 Jun 2025 08:08:14 GMT

Thanks for escalating this. We’ve sent Karlos96 an invite to chat.

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

Re: Payment taken 2 times

Ellharris — Thu, 14 Aug 2025 11:22:27 GMT

Hi - I've also had the same issue but the credit is not showing up on my account and I'd also like it refunded. How do I go about this?

Re: Payment taken 2 times

caesarome — Thu, 14 Aug 2025 11:24:47 GMT

@Ellharris

We could usually help you via here by escalating your post to Sky about this but for the next week or so this is not available so you will have to contact them yourself so under “Need more help” if it is available should be the number to use:

https://www.sky.com/help

You can also contact Sky via social media:

https://helpforum.sky.com/t5/Online-Apps-Email/Want-to-private-message-Sky/ba-p/4895295

Re: Payment taken 2 times

Daniel0210 — Thu, 14 Aug 2025 11:27:01 GMT

@Ellharris

So you've made an unnecessary manual payment?

If you have a continuous payment method set up you should 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.

Alternatively we could normally escalate this to Sky on here via their Messaging Team but unfortunately the process is currently switched off and will be until sometime next week.

Once the overpayment is showing as a credit you will need to contact Sky and speak to an agent by other means; through social media, Sky Assistant or by calling in perhaps. Saying nothing when asked the reason for your call usually helps in getting put in the queue.

Re: Payment taken 2 times

Mark39 — Thu, 14 Aug 2025 12:12:08 GMT

@Ellharris wrote:

Hi - I've also had the same issue but the credit is not showing up on my account and I'd also like it refunded. How do I go about this?

If the credit is not showing on your Sky account, there's nothing to refund.