Billing Payment Cancelled but still due

[JC3008]

I have had my first sky stream and sky TV payment taken from my account on the 6th of December. The money was removed. I got a message yesterday saying that my bill hadn't been payed and that it was due. I've had a look and it says the payment was cancelled, but I have not recieved the money back, yet am expected to pay again. I am unable to do anything until the money bounces back, but am also unable to watch TV.

[caesarome]

@JC3008 

What does your Sky bill say about this payment:

https://www.sky.com/bill/tv-broadband-talk

[JC3008]

It shows that the payment was taken on the 8th of December. My bank statement says it was the 6th. I am now being told that the payment was sent back and that the payment has failed. I did not have sufficient funds in my account, and my bank are not showing any refunds being processed. @caesarome 

[caesarome]

To be clear, did you make a manual payment on the 8th December as that is what your Sky bill says you did ?

[JC3008]

@caesarome 
It was the first payment for my contract. It was automatic to my knowledge.

[Mark39]

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@JC3008 wrote:

 I am now being told that the payment was sent back and that the payment has failed. I did not have sufficient funds in my account, and my bank are not showing any refunds being processed. @caesarome 

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Yes, your bill shows one card payment received and one card payment sent back, leaving you owing £39.

[caesarome]

As a new customer you will be billed twice so this explains why there is a second bill this month, if the full funds were not available then this is why it was reversed. I should image your bank account should update to show this.

[JC3008]

When I signed up, there didn't seem to be anything that said I would have to pay twice. I cannot afford this until the new year. Is the second bill mandatory?

[caesarome]

This link explains the billing process for new customers (your first bill bit):

https://www.sky.com/help/articles/understanding-my-bills

[JC3008]

Thank you, that makes sense. However what would happen if I cannot afford the payment 14 days later? Will I lose sky for 2 weeks then get it back, or would I also have to pay the 14 days?

[caesarome]

If it is being paid via a direct debit and this fails then Sky would try again 10 days later to take it. If you are paying by a card and Sky can not take the payment then your services might be restricted until you pay it in full and setup the payment method again.