Been charged twice

[jenb84]

I had an email telling me my bill was over due yesterday, so I thought something had gone wrong with my direct debit so i paid it myself and i would some it out later now my bank has informed me that you have taken another payment out for my bill, so i would like a refund please as you just taken money that needs to go on other bills, thank you 

[Daniel0210]

@jenb84 
You haven’t contacted Sky by posting here. This is a customer ▶️ customer discussion forum where we try to help other customers.

It seems 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. If the original direct debit payment fails Sky will try again 10 days later.

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.

If you prefer, 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 the Community Messaging Team on here. Let us know on this thread if you want to do that having confirmed it’s now showing as a credit.

[caesarome]

@jenb84 

If you pay by a direct debit and for whatever reason it isn't paid then

the email Sky sends usually explains that they will try again within the next 10 days so there is no need to make any payments during this time.