Balance bought forward

[Hannah245]

Hi I was behind on my bill last month. So made a payment at the start of the week to bring my bill up to date. However today yous have taken my full bill amount for the month ahead and what I owed. So now there is £25 credit on my account. I assumed because I paid at the start of the week yous wouldn't take it out. I can't afford to have a large amount of money like come out at once. I need a refund of my credit 

[Angel_Aka]

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@Hannah245 wrote:

Hi I was behind on my bill last month. So made a payment at the start of the week to bring my bill up to date. However today yous have taken my full bill amount for the month ahead and what I owed. So now there is £25 credit on my account. I assumed because I paid at the start of the week yous wouldn't take it out. I can't afford to have a large amount of money like come out at once. I need a refund of my credit 

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You'll need to call Sky about this. This is largely a forum of fellow customers who cannot assist with billing or account issues. 

[caesarome]

@Hannah245 

You don't need to call Sky because if you prefer we can arrange some help via to help get the credit refunded so let us know if you would like to be contacted via Sky on here about this ?

[Hannah245]

Yes please 

[caesarome]

@Hannah245 

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.

[AceRimmer]

Hi Caesarome, 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.