I can't understand my bill

[Mayank]

Hello, I recently moved house in August and my broadband was transferred to the new address in October, but without any prior notice my monthly package was increased from £25 to £46. A payment of £63.58 was due via direct debit on 14th November but was not taken, so I paid the full amount manually on 17th November. However, on the 28th and 29th November Sky attempted to take the same £63.58 again and my account still shows this amount as outstanding, which could affect my credit score even though I have already paid it. I would like urgent clarification on why my package was changed without informing me, confirmation that my payment has been properly applied, and assurance that no duplicate charges will be taken or impact my credit.

[caesarome]

@Mayank 

When a direct debit is setup then as you have done you never the need to make a manual payment for a few reasons:

A direct debit should be taken automatically from you so if you make a payment to close to the billing date then it is to late to stop it from being taken via it.

Secondly, should a direct debit fail for whatever reason, Sky will attempt to take it again 10 days later so you do not need to do anything payment wise.

As you have now made this manual payment you should now see a credit on your account so you have two options, you can either leave it then it will be used to pay next months bill or you can call Sky to ask them to refund it to you and this should be back with you within 5 working days.