Manual payment not showing in my account

[ClientNo94]

I have DD on 12th April, £46, it's faild. They tried again on 24th April, and for some reasons it was failed again. They add the amount bill for April to the bill for May, so in May it's showing up will be DD £92. On 28th April I did a payment manually of £46 amount but it's not showing in my account. It's stil showing £92 for May. 

I'm afraid in May they will get all amount. What can I do or how can I sort out to pay in May only rest of balance? To not be a double payment?  Thank you

[PandJ2020]

You shouldn't make manual payments unless specifically requested.

I think the manual payment you've made was too late anyway to reduce the next payment (as the bill was generated on the same day and your payment wouldn't have cleared)

Go ahead and call Sky but I suspect they will want the full amount.  (And a failure this time may result in late charges and restrictions)

When the manual payment does clear then you should be able to request a refund but that takes 3-5 working days.

[ClientNo94]

Can I do this by Mail or Live Chat ? I'm not feel very comfortable to talk on the phone and I don't have to much time for this. I don't understand why you couldn't getting touch with one advisor by Live Chat. 

[PandJ2020]

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@ClientNo94 wrote:

Can I do this by Mail or Live Chat ? I'm not feel very comfortable to talk on the phone and I don't have to much time for this. I don't understand why you couldn't getting touch with one advisor by Live Chat. 

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We're other customers here, not Sky Customer Services...

However, when your account shows a credit we can escalate to forum support staff who should be able to arrange a refund.

Post back here when your account shows a credit, it usually takes a day or two for payments to clear/process.

[ClientNo94]

Thank you. I'll come back with a post then. Appreciate it.