Direct debit overpayment

[Anonymous]

Hi there I made a manual error regarding my monthly bill. My bill became live on the 13th July and I made a manual payment on the 16th July for £106.26. My direct debit then came out on the 17th for the same amount. My account is now £106.26 in credit. I wish to have this amount refunded back into my account as I really need the money for other expenses. Any help would be greatly appreciated.

[Daniel0210 · Accepted solution]

@Anonymous 
As you've discovered if you have a continuous payment method set up you should never need to make a manual payment. A credit will now appear on your account for the amount you have overpaid. This will 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 manual payments unless requested to by Sky.

If your extra payment is already 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.

[Anonymous]

Yes, I want to do that please. @Daniel0210 

[Daniel0210]

@Anonymous 
I’ve escalated your post to Sky and the Messaging Team may get in touch with you later.

Look out for a blue/red speech bubble at the bottom of your forum page. Once that speech bubble appears you have 48 hours to click on it and join the private chat or it will close automatically. If you fail to respond to each chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky are not instant so you’ll need to regularly check the chat thread.

This link explains the Community Messaging process.
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 @Anonymous  an invite to chat.

[Greenfingers001]

Update:

Spoke with @Anonymous and resolved issue, thanks again for the escalation have a great day.

[Daniel0210]

@Anonymous 

As you can see from the signature at the bottom of my posts I don't respond to pm's. If you need an issue escalating post on this thread if it's connected to this issue or start a new thread if unconnected. (Matters can't be escalated via a pm request anyway). 

[Anonymous]

I have been charged twice for a mobile bill, I have spoken with Sky via phone call but they are unable to source where the over payment has went. I can attach photo proof of the double payment if requested. There is only one payment showing on my MySky apps bill section. So the second payment is somewhere but no one seems to know. Any help greatly appreciated. 

[Daniel0210]

@Anonymous 

What did Sky say they are going to do regarding this? Have they already referred this to a back office team to investigate?

[Anonymous]

They said to contact my bank as unless they see proof of so on MySky app, there's nothing they can do. Speaking to my bank, they referred me back to Sky, said there's nothing they can do on their end. Unsure of how to proceed.

[caesarome]

Do you have just one phone/sim or two phones/sims ?
Are both payments for the same date ?

Did you make a manual payment ?

Do you have a direct debit set up ?

[JoeBloggs2]

One phone one sim. Yes I have a direct debit. It was a manual payment, the first payment for £80, did not work. It was to reinstate my mobile services, it got turned off due to me missing payment due to money issues. I could well have made the two payments in too close a time frame but I needed my phone as I was in work and my daughter at home needs contact with me. I made a 2nd payment for £77.63 which is showing on MySky app. The £80, is nowhere to be seen or found. It also says "Sky digital

internet" on the transaction for some reason. I do not have Sky internet. 

[caesarome]

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@JoeBloggs2 wrote:

The £80, is nowhere to be seen or found.

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Does it appear on your account as a credit ?

[Anonymous]

It does not. My next option will

be to escalate it with my bank and possibly have to report a fraudulent payment. 

[Mark39]

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@Anonymous wrote:

be to escalate it with my bank and possibly have to report a fraudulent payment. 

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Yes, that would be correct. If the payments were made via your bank, they can trace where they went.