Billing problems

[Aidan911]

I have paid my bill and sky still trying to take it again so I paid it again and it said £65 in credit and still sky tried to take it now they have and the £65 credit is gone and it's saying I need to pay my broadband it's overdue why did I have to pay my bill three times yet still overdue if this isn't resolved and I get cut off I will be leaving sky absolute scammers

[Daniel0210]

@Aidan911 

Have you been making unnecessary manual payments? 

[Mark39]

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@Aidan911 wrote:

why did I have to pay my bill three times yet still overdue if this isn't resolved and I get cut off I will be leaving sky absolute scammers

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Because you're making manual payments. It's easily resolved: stop making ,manual payments. Unless Sky specifically request otherwise, let your automated monthly direct debit or card payment do its job.

[Aidan911]

Its because they take it out at the start of the month and I get paid at the end of the month and I have changed dates and they still do it and how do I get my money back if it's easy resolved?

[Daniel0210]

@Aidan911 

Its easily resolved if you don't make unnecessary manual payments. 

If you have a continuous payment method set up you should never need to make a manual payment. Once the original planned payment 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 and ask for it to be refunded. 

[Aidan911]

That's what happened £65 was in credit now they have took that so how can I get it back coz I can use that to pay my next bill 

[Daniel0210]

@Aidan911 

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@Daniel0210 wrote:

@Aidan911 

If you prefer, once your extra payment is showing as a credit, contact Sky and ask for it to be refunded. 

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If you get paid at the end of the month, and your payment date is at the beginning of the following month then presumably there are sufficient funds to pay your bill? 

This is the payment process 

🔹If you have a Direct Debit set up and the full payment fails on the normal payment date Sky will automatically attempt it again 10 calendar days later (so DO NOT be tempted to make a manual payment in this period).

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 have a Continuous Card payment method set up, if the full payment fails Sky send the 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.

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

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