In credit with broadband account

[M+C+83]

I am in credit with my broadband, yet sky are still trying to take further payments in which is not owed to them, as the amount I am in credit covers the cost of next months bill, but yet sky are still attempting to take more payments, if they where as quick to rectify issues regarding there services as they are to take money not owed to them, there would be less complaints against them!!!

[SKY1992bf]

@M+C+83  When was the credit applied 

is it possible the current payment was requested before it was applied 

[caesarome]

Where has this credit on your broadband come from ?

[M+C+83]

Made a payment yesterday for £40 as they restricted my services, which may i mention was not due until 18th April, however, even after making payment on the 6th April at 19:46pm and still saying I have to pay £40 to reinstate my services....This is absolutely disgraceful, even more so when calling the contact number for sky that is also hopeless😡

[M+C+83]

Thank You for helping me, just sky once again chancing there luck, quick to try take payment especially when not due and in credit, but yet not quick to solve problems, only took them 9 months to resolve a problem with my account in order to send me a sky glass puck, low and behold they have still yet to send me the puck, nothing is surprising when it comes to these money grabbing mob.

[Mark39]

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@M+C+83 wrote:

Made a payment yesterday for £40 as they restricted my services, which may i mention was not due until 18th April, however, even after making payment on the 6th April at 19:46pm and still saying I have to pay £40 to reinstate my services....This is absolutely disgraceful, even more so when calling the contact number for sky that is also hopeless😡

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How did you make payment?

[M+C+83]

@Mark39 I made payments by card to both my sky glass TV Account and Sky Broadband both payments authorised and cleared, yet after speaking to someone from sky they are saying,  that they have only received 1 payment which I find very hard to believe as I also contacted my bank and they have clarified both payments where sent and both payments have cleared, I also found very strange the person I spoke with on the phone from Sky said at beginning of conversation that the payment i made of £40 for sky glass account is showing as "Pending" at there side, yet nearing the end of the conversation he said there has been no payment received for my sky glass, then said oh there was 2 payments of £40 to your sky glass account but declined....Really, now that right there is total contradiction as I only made 1 payment of £40 to sky glass which authorised and cleared on my side and 1 payment of £15 to sky broadband which also authorised and cleared and he confirmed that, yet the sky glass on 1 breath he says its pending, then next breath not showing up, then 2 seperate payments of £40 have been declined... I only made 1 payment to sky glass tv for £40 & 1 payment to sky broadband for £15!!! Before the call ended he then proceeded to say well you will have to make "another" payment of £40 to get services reinstated, What the hell is going on with these people, need to pull there heads out of there rear end, why would I pay another payment of £40 when I have already done so!!!

[M+C+83]

 

[M+C+83]

 

[Mark39]

Difficult to know what has happened, particularly as obviously we can't see your Sky account to know what transactions have passed through it. Was your £40 payment via Google Pay or something similar? I don't know enough about the processing that goes on behind the scenes with Google Pay to understand where it may have gone wrong. 

Unfortunately Sky can only see the other end of the transaction where a payment reaches (or doesn't reach) your Sky account. It looks like something has gone wrong in the middle somewhere. As the process which suspends your services is automated, there's nothing an adviser can do to 'undo' it, hence the advice to make a further payment. I'm not sure how the bank holidays might affect it.