Double payment refund

[Kerri_8]

When I checked my app this month it said my mobile bill was to be paid by card rather than direct debit so I paid in full by card only for the first debit to also be taken and I'm struggling to contact sky to arrange for the card payment to be cancelled. I've tried 150 which just gives me dead air and the chat bot on the app hasn't been helpful, any assistance would be greatly appreciated 

[caesarome]

@Kerri_8 

When you have a direct debit setup there should be no need to make a manual payment no matter what this message said.

Do you know see a credit on your account and if so when is your next billing date ?

[Kerri_8]

Thanks so much for getting back to me! Yes there's credit on my account and my next bill date is 27th October

[caesarome]

@Kerri_8 

If you post back on the 27th of this month we can arrange some help to get it refunded.

[Kerri_8]

I'm afraid that money has been ear marked for other payments before the 27th and needs to be refunded as soon as possible, is there a number I could call please?

[caesarome]

@Kerri_8 

I can escalate your post to Skys messaging team via here if you would prefer ?

[Kerri_8]

Yes please, that would be really helpful, thank you so much!

[caesarome]

@Kerri_8 

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.

[Jason-]

Hey @caesarome, thanks for making us aware of @Kerri_8's post. We'll be sure to send them an invite to chat and we can help with their refund request 👍🏻

Thanks, Jason-

[Kerri_8]

Can someone please tell me how to get in touch with the Sky team again? They've refunded a fraction of the credit on my account rather than the entire amount, this is becoming rather drawn out 

[MightyQuinn]

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@Kerri_8 wrote:

Can someone please tell me how to get in touch with the Sky team again? They've refunded a fraction of the credit on my account rather than the entire amount, this is becoming rather drawn out 

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Hi @Kerri_8   There must be a reason why they only refunded a fraction of the credit, can you guess why?

[Kerri_8]

No I cannot, the remaining credit is still on the account and is only there due to a double payment so no money is owed and the entire credit should have been processed as a refund. Have you any idea on how to contact Sky directly to help to resolve this matter?

[MightyQuinn]

Hi @Kerri_8   Escalated again.

[Kerri_8]

Very much appreciated, thank you 

[Cardel]

Thanks for escalating this @MightyQuinn . We’ve sent @Kerri_8 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.