Charged twice

[Filip890]

 

My bill was due on the 13th and I paid it through the make a payment section as I always do as I haven't set I direct debit and that night usually my bills come out around 2.15 am I was charged again but via direct debit which I haven't set up making it a double payment any chance I could get an explanation about this or get the minus take of the account as I'm not paid till Wednesday and I've already paid the phone to which I have a screenshot for proving I paid it before the direct debit 

[Mark39]

Your image shows a pending payment. Has your bank account actually been debited?

If you haven't set up a direct debit your,bank account can't be debited, so I assume this is a card payment.

[Filip890]

Hi mark I've a photo of both transactions one came out on the 13th as I paid it via the make a payment section and the second is the direct debit on the 18th the photo I sent has went off pending as my bank sometimes takes some time to take it off the pending section when the moneys been took out I've no clue why I have been double charged I got a message a day before saying my mobile sky bill is overdue even tho I had paid it on the 13th and me and my girlfriend were confused due to the fact I knew I had paid the bill 

[Mark39]

Am I right in understanding from your earlier post that the additional payment shows as a credit on your Sky account? If so, you'll be able to ask for it to refunded to your bank. It takes up to 5 days. We can ask Sky's messaging team to contact you here so that you can do that via a private online chat, if you wish?

You should have a monthly direct debit or card payment set up (it's what you agreed when you signed up). Then you don't need to make manual payments - there's always a risk of duplication if you do, as you've discovered!

[Filip890]

I was in the process in getting a refund and then i got kicked out of the live chat stopping me from processing it and now the live chat section says unavailable any chance you could link me to the live chat or someone that can give me a hand thanks in advance @Mark39 

[caesarome]

@Filip890 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you have 48 hours to respond or it will be automatically closed. This isn't a live chat so replies are not instant.

[Addie15]

Hi there! Thank you for escalating this. We have sent an invite to Filip890.

[Filip890]

Thanks guys got sorted over the phone thanks for the replies

[Addie15]

Hi there! Happy to hear you have this sorted now. I will close the invite, but if there is anything else in the future, please do not hesitate to reach out. Thanks.