topic Re: Paid 2 times in Account & Billing

Paid 2 times

Susanwoodward — Tue, 28 Jul 2026 04:32:42 GMT

I paid my broadband now its been taken again. 50.00 needs to be refunded

Re: Paid 2 times

Daniel0210 — Tue, 28 Jul 2026 04:48:42 GMT

@Susanwoodward
Manual payments are unnecessary. 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).

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.

Re: Paid 2 times

caesarome — Tue, 28 Jul 2026 08:33:12 GMT

@Susanwoodward

Can you confirm that you now see a £50 credit on your account ?

Re: Paid 2 times

Daniel0210 — Tue, 28 Jul 2026 09:09:26 GMT

@caesarome

The OP did confirm on another post there was a credit but I see it has now been removed.

I was waiting for @Susanwoodward to confirm they wanted to go down the escalation route rather than calling.

Re: Paid 2 times

Susanwoodward — Tue, 28 Jul 2026 11:31:42 GMT

Yes please do the 50.00 refund

Re: Paid 2 times

GD1 — Tue, 28 Jul 2026 11:34:32 GMT

@Susanwoodward To get you some help with this I have escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/My-post-has-been-escalated/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: Paid 2 times

lainys — Tue, 28 Jul 2026 11:49:45 GMT

Thanks for escalating this @GD1. We’ve sent an invite to chat.

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

^Lainy

Re: Paid 2 times

Susanwoodward — Sat, 01 Aug 2026 10:59:03 GMT

Start refund

Re: Paid 2 times

Daniel0210 — Sat, 01 Aug 2026 11:15:19 GMT

@Susanwoodward wrote:

Start refund

@Susanwoodward

What was the outcome of the private escalation chat that was arranged for you?