Charged twice for mobile bill

[Josh552]

Hi I have been charged twice for my mobile bill and have no idea why as when I was paying my bill today it said it had an error on first try to pay bill but 2nd attempt worked but I just found out it did work the sky billing site just said it didn't even though it did is it possible I can get my money back for one of the charges as it charged me twice?

[Daniel0210]

@Josh552 
Your contract states you should have a continuous payment method set up so you should never need to make a manual payment. A credit will appear on your 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 recommend not making manual payments unless requested to by Sky.

However, 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 Messaging Team. Let us know on this thread if you want to do that having confirmed it’s showing as a credit.

[Josh552]

Yes I would like it refunded please

[Daniel0210]

@Josh552 

Just need to confirm, is it showing as a credit yet? 

[Josh552]

Yes it's showing as credit

[Daniel0210]

@Josh552 
I’ve escalated your post to Sky and their Messaging Team should contact you later.

You need to watch out for a post from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply 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 fairly regularly.

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

[Greenfingers001]

Thanks for escalating this. We’ve sent @Josh552 an invite to chat.