topic Re: Overcharged in Account & Billing

Overcharged

Sammy97 — Sat, 22 Nov 2025 10:18:19 GMT

I have been using Sky broadband since April and have always paid manually each month. This month I paid manually as usual but an automatic payment was taken later in the month. I have never signed up to a direct debit so i'm confused and would obviously like a refund. I've tried calling but can't get through due to the AI not having a category for bill overcharge. How do I proceed?

Re: Overcharged

GD1 — Sat, 22 Nov 2025 10:24:38 GMT

@Sammy97 The terms you have agreed to specificaly state that a recurring payment method must be used to pay Sky such as card or direct debit, that fact you've been able to get away with this for so long is pure luck, as Sky do have your card details on file from previous payments they can & will now use those, therfore you don't need to be making manual payments.

Re: Overcharged

Daniel0210 — Sat, 22 Nov 2025 10:24:56 GMT

@Sammy97

It sounds like you've made an unnecessary manual payment.

The T's and C's state you should have a direct debit or continuous card payment method set up. You therefore never need to make a manual payment. Sky will always try to take payment from methods they hold on their records. 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.

Either call, use Sky Assistant or perhaps use social media to initially make contact.

Re: Overcharged

Sammy97 — Sat, 22 Nov 2025 10:26:07 GMT

Well have the terms changed because they have never taken automatic payment before?

Re: Overcharged

PandJ2020 — Sat, 22 Nov 2025 10:26:11 GMT

As per the terms of the agreement they require a regular payment method and can use any provided details to do this.

In terms of asking for a refund you'll have to persevere in contacting Sky as no one here can effect it. Try saying nothing to the bot.

Re: Overcharged

PandJ2020 — Sat, 22 Nov 2025 10:26:39 GMT

@Sammy97 wrote:
Well have the terms changed because they have never taken automatic payment before?

No. But it's all in the timing.

Re: Overcharged

Sammy97 — Sat, 22 Nov 2025 10:28:17 GMT

What do you mean the timing I've paid my bill as usual and they have taken an additional payment later in the month

Re: Overcharged

PandJ2020 — Sat, 22 Nov 2025 10:30:08 GMT

@Sammy97 wrote:
What do you mean the timing I've paid my bill as usual and they have taken an additional payment later in the month

Automated payments are requested a number of days prior to collection. If this request has been made and then you make a manual payment the automated one is not stopped.

The correct way is to have an automated method setup and then no need for manual payments.

Re: Overcharged

Sammy97 — Sat, 22 Nov 2025 10:30:07 GMT

I'll just cancel and go back with vodafone

Re: Overcharged

Daniel0210 — Sat, 22 Nov 2025 10:30:39 GMT

@Sammy97

Why are you making unnecessary manual payments?

Going forward you now realise Sky will take the payment automatically via the payment method they have on record.

Re: Overcharged

PandJ2020 — Sat, 22 Nov 2025 10:35:23 GMT

@Sammy97 wrote:
I'll just cancel and go back with vodafone

You do realise you are talking to other customers here and not Sky?

Also, you won't be able to cancel if you are subject to a minimum term without incurring early termination fees. (Which I presume you are)

Re: Overcharged

Sammy97 — Sat, 22 Nov 2025 10:37:29 GMT

Yes I know i'm signalling my intentions. I'm just fed up. I had budgeted very carefully and now don't have money for food because of this. And can't even get sky to do anything because can't get through to them via any channel. Should be a change in the law to make this illegal for the protection of the vulnerable.

Re: Overcharged

Sammy97 — Sat, 22 Nov 2025 10:38:21 GMT

I have never signed up to a direct debit as I like to manually process what goes through my account to prevent exactly this! I do the same with everything council tax etc

Re: Overcharged

PandJ2020 — Sat, 22 Nov 2025 10:42:16 GMT

You'll have to persevere in contacting Sky - try saying nothing to the bot, it may connect you to an agent.

Refunds take 3-5 working days to process.

Re: Overcharged

Daniel0210 — Sat, 22 Nov 2025 10:42:20 GMT

@Sammy97 wrote:

Should be a change in the law to make this illegal for the protection of the vulnerable.

@Sammy97

The T's and C's (which you agreed to) is your legal contract. Give Sky a call, although there may be a queue to speak to an agent, he or she can implement a refund of your extra payment and that should reach your account in the standard 3-5 WORKING days.

Re: Overcharged

MightyQuinn — Sat, 22 Nov 2025 10:46:45 GMT

Hi @Sammy97 It sounds like you didn't read the terms and conditions (then again, who does). If you haven't got money for food, then have a look at this Sky Article.

Re: Overcharged

Sammy97 — Sat, 22 Nov 2025 10:47:07 GMT

It is not possible to contact sky which is why i'm so frustratred. You call and it says please use our website and disconnects.

Re: Overcharged

Daniel0210 — Sat, 22 Nov 2025 10:48:28 GMT

@Sammy97

Thousands of customers get through every day.

These are the current methods for contacting Sky. Some methods will be more appropriate than others depending on the reason for contact……

🟧 📞 Customer Services by dialling 150 (free) from either a Sky mobile or your Sky Talk landline if you have Sky Broadband. The forum doesn’t allow the display of other numbers but official numbers to Sky from the UK are 03 numbers which are usually inclusive from non Sky phones.

All calls will start automated (aka ‘the bot’) which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and sometimes saying nothing when asked the reason for the call helps being put in the queue for an agent.

🟧online help via this link
https://www.sky.com/help
If necessary a number may be visible at the end of the correct help flow.

🟧Sky Assistant 💬 should also be available via
https://www.sky.com/help
for most service issues and gives you 24/7 help and a quick response. It should provide you with multiple choice options based on your problem and will provide troubleshooting steps to fix any service issues.

🟧Social Media You can also get in touch via the messaging services on: Facebook, Instagram, or X (links at the bottom of the forum page).

🟩Note ~ ROI customers If you’re in the ROI make sure the flag in the bottom right of the link is showing the correct flag and change if required. The Sky Ireland phone lines are closed at a weekend.

Re: Overcharged

Sammy97 — Sat, 22 Nov 2025 10:48:41 GMT

Well till now making manual payments has never been a problem so I'm not sure why this month they automatically charged me later in the month when I have already paid, ( and you've added nothing to the discussion as this has already been said multiple times)

Re: Overcharged

Sammy97 — Sat, 22 Nov 2025 10:50:04 GMT

Literally impossible I've tried several times to get through. I call, it gives you a list of options, when I say its to do with billing they say visit sky online to deal with this inquiry and then disconnect