23 Feb 2024 08:12 PM
I've paid my bill twice by accident as didn't think DD had been collected, now can I get the credit repaid back to me?
23 Feb 2024 08:23 PM
Posted by a Superuser, not a Sky employee. Find out moreTo get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you sometime tomorrow morning regarding this via a blue/red chat bubble which will appear at the bottom of this page.
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:
https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147
When the chat bubble does appear tomorrow you will have 48 hours to respond or it will be automatically closed.
This isn't a live chat so replies are not instant.
24 Feb 2024 09:10 AM
Posted by a Sky employeeThanks for escalating this. We’ve sent @Chris762 an invite to chat.
28 Feb 2024 11:10 AM - last edited: 28 Feb 2024 01:16 PM by Kelsingra
Possible to live chat an agent about a billing query?
Moderator note: Changed title to reflect topic more.
28 Feb 2024 11:16 AM
Posted by a Superuser, not a Sky employee. Find out moreLive chat isn't always available for certain issues. Is it something other customers can help you with?
28 Feb 2024 12:00 PM
Taken my monthly payment twice, the credit was ti be paid back but hasn't.
28 Feb 2024 12:02 PM
Posted by a Superuser, not a Sky employee. Find out moreOkay. Did you make a manual payment when you have a direct debit or continuous card payment set up? Is the overpayment showing as a credit on your account?
28 Feb 2024 12:03 PM
Posted by a Superuser, not a Sky employee. Find out more@Chris762 Payments are normally only taken once, unless you make a manual payment? Did you make a manual payment? If so this woukd not stop the automated DD from being taken.
Does the credit show on your account?
28 Feb 2024 12:05 PM
Yes because it wasn't taken on my DD date, spoke to someone last week who said it would be paid back but still showing as credit so querying if the credit return has been processed...
28 Feb 2024 12:10 PM - last edited: 28 Feb 2024 12:23 PM
Posted by a Superuser, not a Sky employee. Find out more@Chris762 You should never need to make manual payments as you have a recurring payment setup. DD payments are never taken on a weekend or public holidays and can also be taken on or around the payment date, this is specified in the T & C's.
As customers we can;t see your account, however, to get you some help with this I have escalated your post to the Sky Messaging team. This link explains how it works https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014
Keep an eye out for an invite or blue chat bubble.
When the blue bubble does appear you have 48 hours to respond or it will be automatically closed.
Be reassured the email & message is from Sky and your details are safe and secure.
If you are using Safari please make sure that Hide IP Address is not checked in order to see the blue bubble. If you are having trouble finding this to check the settings, use another browser such as Firefox, Chrome etc.
I would also recommend that if not already on, that you turn email/private message notifications on to avoid missing any alerts
28 Feb 2024 12:17 PM
Posted by a Sky employeeThanks for escalating this. We’ve sent @Chris762 an invite to chat.
02 Mar 2024 08:11 AM
Last week I was assured twice that credit would be repaid into my account by yesterday, still nothing been has been repaid and my sky account unchanged...
02 Mar 2024 08:19 AM
Posted by a Superuser, not a Sky employee. Find out moreHi @Chris762 what was the credit from?
Also did you receive an email from Sky confirming a refund and the amount that would be paid to you. I know when I contacted them a month ago to arrange the repayment of credit from one of my Sky accounts, I got sent an email confirming it within 24 hours of contacting me saying it would be repaid within 3-5 working days from the date of the email.
Sky Stream user. Former Sky+ HD and Sky Broadband customer
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NOT a Sky Employee
02 Mar 2024 08:22 AM
Mobile, dealt with the same guy last sat and wed assured me be in by yesterday which is the 3-5 days... no email to confirm no
02 Mar 2024 08:39 AM
Posted by a Superuser, not a Sky employee. Find out more
@Chris762 wrote:Mobile, dealt with the same guy last sat and wed assured me be in by yesterday which is the 3-5 days... no email to confirm no
If you didn't get an email I'd be inclined to think the refund hasn't been processed ( purely based on my experience with this process).
Would you like this escalated to the sky messaging team to see if they can reach out and assist?
Sky Stream user. Former Sky+ HD and Sky Broadband customer
Please LIKE any responses you found helpful
Please mark a response as an ANSWER if it has solved your query/issue
NOT a Sky Employee
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