Bill was paid twice.

[AphoniaMute]

I made a manual payment on the 7th but sky just took the payment again today. Anyway to get one of the payments refunded? You would think their system would know the bill was paid and would not take it again...

[daveNOS]

@AphoniaMute If you pay by direct debit then it's requested 3 days before the due date and cannot be stopped by Sky, paying manually should only ever be done if requested by Sky.

If you want one of the payments refunding you will have to call and request it.

[PandJ2020]

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@AphoniaMute wrote:

You would think their system would know the bill was paid and would not take it again...

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It does, but you made a payment after Sky had requested from the bank so it was too late to stop.

Give Sky a call to refund the overpayment but it will take 3-5 working days.  Or you can leave it there as a credit against next month.

[Lisa-P1987]

Hi there AphoniaMute, I have escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this.  

Just look out for the blue bubble to start the conversation.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147   

[Greenfingers001]

Update:

Spoke with @AphoniaMute and referred to tier 2 glass team so refund can be processed

Thanks for the escalation have a great afternoon 

[Waz1990]

Similar situation phoned on the Wednesday 22 last week and told refund will be processed and take 3-5 working days. Still nothing and just a heads up i paid a manual payment on 14th as payment didnt get taken on time on 13th as i switched bank but when new direct debit details were updated it was taken again on 21st February. So like the other post paid twice?

[Daniel0210]

@Waz1990 

To see if they can help you regarding your refund I’ve escalated your post to Sky and the Escalation Team may get in touch with you later.

Look out for an email and also a blue/red speech bubble at the bottom of your forum page. Once that speech bubble appears you only have 48 hours to join the private chat or it will close automatically. If you fail to respond to each chat reply from Sky within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread regularly.

This link explains the Community Messaging process.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

If you are using Safari also make sure that Hide IP Address is not checked in order to see the chat bubble. If you have trouble finding this to check the settings, use another browser such as Chrome or Firefox.

[Greenfingers001]

Thank you for escalating this. We’ve sent an invite to chat 🙂 

[Tom-W19]

After speaking with Waz1990 we checked the account and found the refund request had failed due to the credit being applied to the next bill for their Glass TV.

Apologies again Waz1990 that this happened and thank you for using the Sky Community Messaging Service today.

[Thabani]

On the 27th of March 2023l paid £68 at sky with a visa card ending with 5114 and today sky took £67.12 from my account 

[Waz1990]

@Thabani If paid with debit card and direct debit took it out days later. Contact your bank and request a claim back of the card payment you made because sky took it automatically after. I did, and got it back within minutes. Depends when bank process times are!

[caesarome]

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@Thabani wrote:

On the 27th of March 2023l paid £68 at sky with a visa card ending with 5114 and today sky took £67.12 from my account 

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As you have a payment method set up @Thabani you didn't need to make the payment yourself so would you like us to contact Sky to get them to contact you via here about getting it returned to you ?

[Waz1990]

@Thabani Do not contact sky. They will fob you off. Contact your bank to get it charged back to you from DD or Debit card whichever you prefer. Much quicker. I did. Sky fobbed me off and said it was too late. Even though it wasnt!

[Daniel0210]

@Waz1990 

Please read the post from @caesarome again. The advice wasn't for @Thabani to contact Sky. It was for us to potentially contact Sky and receive a chat invite. 

[Mark39]

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@Waz1990 wrote:

@Thabani Do not contact sky. They will fob you off. Contact your bank to get it charged back to you from DD or Debit card whichever you prefer. Much quicker. I did. Sky fobbed me off and said it was too late. Even though it wasnt!

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Probably poor advice anyway. If Sky reject the chargeback, there's a cost to the customer.