topic Re: Double payment refund in Account & Billing

Double payment refund

Kerri_8 — Tue, 06 Oct 2026 10:33:39 GMT

When I checked my app this month it said my mobile bill was to be paid by card rather than direct debit so I paid in full by card only for the first debit to also be taken and I'm struggling to contact sky to arrange for the card payment to be cancelled. I've tried 150 which just gives me dead air and the chat bot on the app hasn't been helpful, any assistance would be greatly appreciated

Re: Double payment refund

caesarome — Tue, 06 Oct 2026 10:38:28 GMT

@Kerri_8

When you have a direct debit setup there should be no need to make a manual payment no matter what this message said.

Do you know see a credit on your account and if so when is your next billing date ?

Re: Double payment refund

Kerri_8 — Tue, 06 Oct 2026 11:05:33 GMT

Thanks so much for getting back to me! Yes there's credit on my account and my next bill date is 27th October

Re: Double payment refund

caesarome — Tue, 06 Oct 2026 12:33:53 GMT

@Kerri_8

If you post back on the 27th of this month we can arrange some help to get it refunded.

Re: Double payment refund

Kerri_8 — Tue, 06 Oct 2026 12:37:26 GMT

I'm afraid that money has been ear marked for other payments before the 27th and needs to be refunded as soon as possible, is there a number I could call please?

Re: Double payment refund

caesarome — Tue, 06 Oct 2026 12:40:56 GMT

@Kerri_8

I can escalate your post to Skys messaging team via here if you would prefer ?

Re: Double payment refund

Kerri_8 — Tue, 06 Oct 2026 12:41:49 GMT

Yes please, that would be really helpful, thank you so much!

Re: Double payment refund

caesarome — Tue, 06 Oct 2026 12:46:36 GMT

@Kerri_8

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 refund

Jason- — Tue, 06 Oct 2026 13:24:09 GMT

Hey @caesarome, thanks for making us aware of @Kerri_8's post. We'll be sure to send them an invite to chat and we can help with their refund request 👍🏻

Thanks, Jason-