Double charge payment every month.

[Howen]

I need help. The SKY broadband service charges me 2 times every month. Please contact me.

[Daniel0210]

@Howen 
We are mainly customers on here trying to help other customers and you aren’t directly contacting Sky Customer Services. Now that the one from Sky will contact you as a result of a post on here.

Are you making unnecessary manual payments when you have a direct debit or continuous card payment method set up? 

[Howen]

When the double charge problem happened the first time I didn't do anything. 

And last week, I paid my bill manually because the double charge made the direct debt invalid. 

Below is the billing details please have a look because I reeeeally need help. If it is allowed please transfer this to the billing support staff. Thank you very much.

9.21 I moved house.

9.27 I went to Sky Stratford to register my broadband. I purchased Sky broadband and Sky stream (TV entertainment) and attach my direct debt (The fees for broadband is £22 a month and the TV is £19 a month)

10.4 The broadband is activated I began to use WIFI and the sky costs me £22.

10.18 The broadband costs me £22 again.

10.21 I called to SKY to cancel my TV stream because I was not satisfied with the content and the cancelling was successful.

10.23 The SKY stream costs me £19 for first month.

11.4 The broadband costs me £22.

11.17 The broadband tried to cost me £22 again but failed. Because there is no sufficient money in my bank account then I realized the broadband service costs me fees TWICE A MONTH. And the direct debt shows on my bank account is "EVERY TWO WEEKS". Which means the SKY charges me twice for broadband every month and there is a fault in the direct debt.

12.11 I went to SKY Bluewater on site for a solution because my English speaking is not good enough to claim it clear on phone talking. And I was rejected because the staff told me they are not Customer Service. My problem can only be solved by calling.

12.19 I paid the £22 manually. And attached direct debt again. Up to here I have already paid 5 months fees but it only passes 3 months since I registered my broadband account.

12.27 A week after I attached direct debt again. The Sky tried to cost me £22 again. This is the sixth time since I became a customer of SKY from 9.24, and it failed again because there was no sufficient money and then the direct debt became invalid again. 

[Daniel0210]

@Howen 

Your post is difficult to follow but if you have a continuous payment method set up you should never need to make a manual payment. A credit then appears 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 any manual payments unless requested to by Sky.

I may be missing something in your post but to my knowledge making a manual payment does not invalidate a direct debit.

(Your duplicate thread has been removed as you have this one). 

[Mark39]

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@Howen wrote:

10.4 The broadband is activated I began to use WIFI and the sky costs me £22.

10.18 The broadband costs me £22 again.

10.21 I called to SKY to cancel my TV stream because I was not satisfied with the content and the cancelling was successful.

10.23 The SKY stream costs me £19 for first month.

11.4 The broadband costs me £22.

11.17 The broadband tried to cost me £22 again but failed. Because there is no sufficient money in my bank account then I realized the broadband service costs me fees TWICE A MONTH. And the direct debt shows on my bank account is "EVERY TWO WEEKS". Which means the SKY charges me twice for broadband every month and there is a fault in the direct debt.

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Looks about right to me. The first two bills are two weeks apart. The third bill is a month after the second bill. You've complicated things by making a manual payment, which isn't necessary.

See Sky's help here - the your first bills section: https://www.sky.com/help/articles/understanding-my-bills

The bank reports the frequency of your direct debit from the number of payments made. As your first two bills are two weeks apart, the bank assumes that future payments will also be two weeks apart. It will update to 'monthly' when your payments settle down to a monthly basis. The direct debit itself doesn't specify how often payments are made, nor the amount.

[Howen]

I very regret to manually pay the bill. Because the SKY sent me a warning email said my account no longer have a valid direct debt payment method. I have to validate it asap otherwise I will get £10 late payment panelty even the worse the cancellation of my broadband. But I already had £22 outstanding balance on my account. I have to pay the outstanding bill manually before set up a new direct debt. Otherwise everytime it shows error when I set up new dorect debt.

[Howen]

I am regret to pay that bill manually. And now can I do anything to make it well like origin.