Disney plus with ads billing error

[DebN]

Has anyone had an arrears amount added to their Disney plus with ads. I've just found out in January, a payment was attempted first and went through but then there is a payment attempt and failure 4 days later. I tried to renew my Broadband account and my whole account is blocked, which after digging through my account, I found this anomaly. There is nowhere online to clear it, and an agent was supposed to call back today but hasn't. Is this a common issue? 

[Brill+Gill]

Hi @DebN, I’ve escalated your post to our Community Messaging team who will invite you to a private chat shortly and help you with this. 

Just look out for the colourful bubble to start the conversation. Please be aware conversations automatically close if there is no response within 48 hours.

Here's more information on how Community Messaging works - https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M141