Duplicate payments

[LG1608]

Hi, I'm new to sky mobile and just looking for some help, i Payed my latest bill through my account but a direct debit has also come out of my account which I didn't realise I'd set up hence the manual payment, how do I contact to request a refund or to stop the payment please? As it is a lot of money so I don't want to have it as a credit on my account, 

thanks 

[Daniel0210 · Accepted solution]

@LG1608 
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 forum staff.

[LG1608]

@Daniel0210 @Thank you for your response and I made the payment manually only because I didn't officially set up the direct debit so it is my fault, it is still pending on my online banking at the moment so I should wait until it's showing on my account as credit and then request the refund?

[Daniel0210]

@LG1608 

If you don't want it to remain to pay next months bill, once's it's showing as a credit pop another post on this thread and we can escalate it to Sky. 

[Chloe-W22]

Hey @LG1608 ! Welcome to the Sky Community forum, where customers like you are on hand 24/7 (almost) to offer some fantastic advice and help on all things Sky-related. To learn more about Community, get started by clicking here.

Not to worry, it happens all the time. We can't stop the payment from going through but as mentioned above the money will just sit on your account as a credit, you can leave this here and have it taken off next months bill or wait for the payment to go through and come back here where we can escalate you to speak to one of our Community Messaging agents. They'll be able to refund any credits, this does take 3-5 working days to return to your bank account.

Thanks,

[LG1608]

Hi @Chloe-W22 @my payment is now showing on my account as in credit, would you be able to escalate this please? 🙂 many thanks 

[Daniel0210]

@LG1608 
I’ve escalated your post to Sky and the Escalation Team may get in touch with you later.

Look out for an email and also a blue/red speech bubble at the bottom of your forum page. Once that speech bubble appears you only have 48 hours to join the private chat or it will close automatically. If you fail to respond to each chat reply from Sky 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

[LG1608]

@Daniel0210 @Thank you for your help 🙂 

[Greenfingers001]

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

[Chloe-W22]

Thanks @Daniel0210 😊