I’ve recently upgraded to sky glass from sky Q and got charged twice

[Jonathan4589]

Having upgraded to sky glass, I've been billed twice, for sky Q it says in credit on my last bill on 22nd but the money still came out my account on that day, now I've been charged for my sky glass from 19th September to 18th October, I only got sky glass on 13th sept, can not get through to a human on phones it's near impossible 

[caesarome]

@Jonathan4589 

What is happening is correct due to a change in your TV service as per this:

https://www.sky.com/help/articles/bills-and-payments-sky-glass-first-bill-after-switching

Now you have a credit on your account for Sky Q then can be used to pay a Sky Broadband bill if you are a customer or can be refunded to 

[Jonathan4589]

Thank you, will I have to request a refund then as I'm not a sky broadband customer, or will they do it automatically

[caesarome]

We can arrange some help for here if you can confirm that you now see a credit on the account ?

[Jonathan4589]

Yeah I see the credit on my last Sky Q bill, been ringing sky all morning, it's very difficult to get through to a human and explain, appreciate the help thank you 

[caesarome]

@Jonathan4589 

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 are not instant.

[Jonathan4589]

@caesarome @Thank you so much 

[Mr+Flibbles+86]

Thanks for escalating this. We’ve sent an invite to @Jonathan4589 to chat.