Diabolical app

[Dr76]

Paid my bill yet keeps telling me I've missed the payment and I need to pay outstanding balance 

it's paid 

[MarkGoldsmith]

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@Dr76 wrote:

Paid my bill yet keeps telling me I've missed the payment and I need to pay outstanding balance 

it's paid 

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When was the bill paid? The app will likely only update once the payment has actually been cleared into Sky's bank account and processed.

[Mark39]

@Dr76 did you make a manual payment? Has the automated monthly payment failed?

[caesarome]

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@Dr76 wrote:

Paid my bill yet keeps telling me I've missed the payment

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How is your bill usually paid, by a direct debit ?

Regarding the payment do you see a credit on your account ?

[Dr76]

Taken by sky on 24th, it was a pending payment until 28th although funds were taken on 24th, it has now definitely left our account 

[caesarome]

So it was taken via the direct on the 24th/28th and this was via a direct debit but your Sky bill shows that it hasn't been paid ?

[Dr76]

Bang on

outstanding balance took, leaving me with account balance higher than available balance 

bank says it's paid as they took it

i was a pending payment for several days but now has left account 

i know it's paid as the money has been taken from account 

suffer with a variety of mental health conditions and this is triggering quite a few 😔

[caesarome]

@Dr76 

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 so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

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 will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

[Mr+Flibbles+86]

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