Bank payment

[Trudi6]

My bank got hacked so ive been sent a new bank card which ive not yet recieced. My payment has been declined for Sky because my details have changed which i dont have yet

[Daniel0210]

@Trudi6 
This billing process applies to all customers …

🟣If you usually pay by Direct Debit and the full payment fails on the normal payment date Sky will automatically attempt it again 10 calendar days later (warning: any manual payment at this point will only go as a credit towards the following months bill).

After 10 days, if that second attempt also fails Sky may send a text and/or email notifying you that your payment has failed again and you then have a day or two at best before they restrict your services.

🟣If you usually pay by Continuous Card and the full payment fails on the normal payment date Sky will send a text/email notification about the failed payment and you usually have at best 2/3 days before being restricted. There is no grace period and I believe only 1 attempt is made for a card payment, so if this has failed, you will need to pay manually and then reset the payment method for next month.

Restrictions are an automated process and we’ve been told Customer Service agents can’t stop it (even if you’re told otherwise on the phone). Sky don’t allow payment plans (except on a legitimately closed account) or a promise to pay on or by a certain date.

These links may also provide some advice
https://www.sky.com/help/articles/cost-of-living-support

https://www.sky.com/help/articles/support-with-financial-difficulty

If you are behind with Stream or Glass payments there is further information on this link:
https://www.sky.com/help/articles/missed-payments-sky-glass

[caesarome]

@Trudi6 

Tne easiest way to avoid this from happening in future is to pay by a direct debit as a bank card plays no part in this as the money is taken directly from your bank account and not from the card.

[MightyQuinn]

Hi @Trudi6   Do you not have a banking app? When my debit card was compromised recently, my new card details were available immediately online, more than a week before the actual card arrived.