Billing issue and payment apparently failed and sent back

[Danielle104]

Checked my sky account and it says a payment was made on the 7th December which my partner done but then it says it failed and the payment was sent back on the 18th December? We certainly haven't received the payment back but why did it fail in the first place 

[Daniel0210]

@Danielle104 

Did your partner make an unnecessary manual payment? 

[Danielle104]

He made the payment manually as he always does and paid it early like he has done multiple times before. We have never had any issues til now since we switched to sky glass 

[Daniel0210]

@Danielle104 

You are lucky to have escaped up til now. 

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. Once the planned payment that Sky are expecting has been processed a credit should appear on your Sky account for the amount you have overpaid.

This should automatically be used to pay your next 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, contact Sky who can arrange a refund within the standard 3-5 working days.

You will need to either call, use Sky Assistant or perhaps use social media to initially make contact.

[Danielle104]

So is this classed as an extra payment? Like I said we've never had issues doing it this way and we've been with sky for like 8 years now. He's never had a direct debit set up and again never been any problems as he pays it soon as he can and often early. So the fact our statement says payment sent back is that then added to the credit your talking about? 

[Daniel0210]

@Danielle104 

He needs to check with the bank or credit card company as to why a payment failed. 

All we can say is there should be a continuous card payment or direct debit set up as per the T's and C's whichever one of you is the account holder agreed to. 

Check the Sky account to see the current status of the payment issue. 

[Danielle104]

He's going to check now. When we check the bills section on the sky app it just says about the payment was made by using a debit/credit card on the 7th and that payment was received then it says payment failed and sent back on the 18th. The money always gets taken from his account straight away but we have been checking everything here. He does have his card details on the account just not set up as a direct debit 

[Daniel0210]

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@Danielle104 wrote:

He does have his card details on the account just not set up as a direct debit 

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@Danielle104 

Sky will aim to take payments by whatever methods they have recorded. 

[Danielle104]

Yes which he already paid. I checked the bills section again that gives the breakdown of everything and at the bottom it does say that the balance to be paid significantly lower that has to be paid on our bill date which we have always kept the same. So where is the main payment coming into this if it said failed? Our services have been restricted but yet payments was made and failed so it's very annoying 

[Daniel0210]

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@Danielle104 wrote:

Our services have been restricted but yet payments was made and failed so it's very annoying 

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@Danielle104 

That's the first time services being restricted has been mentioned!

If your services are already restricted that will only be because of a missed payment. Sky won’t reinstate them until you’ve paid what you owe (regardless of any individual circumstances) and you’ve also set up a new continuous payment method.

Until you’ve done this all calls to Sky will only prompt you to pay.

If your payment is two weeks or more overdue you will have to pay the next bill as well and if you’re in arrears for 56+ days Sky can fully terminate your subscription (but you’ll still owe the arrears).

If this is part of a credit agreement purchase (mobile or Sky Glass for example) non payment can see the credit agreement cancelled at which point the full amount becomes due in one payment .

Restrictions of services are automatic and Skys agents can’t override the process, even if you’re told otherwise. Sky don't allow payment plans on overdue live accounts, nor will they consider promises to pay on or by a certain date.

Once your full payment has cleared and is in Sky’s account your services should be reinstated, but this may not be instant. Any payment you make over a weekend or on a Bank Holiday won’t be processed until the following week.

You should be able to pay the bill and set up your direct debit via the MySky app or online using this link
https://www.sky.com/manage/bill/