Missing payment Disney+?

[Bharper]

Morning everyone, 

Wondering if somebody can help. I subscribed to Disney+ through Sky Marketplace and have been making payments for about a year, no hassle. Anyway, in December no payment was taken. That's possibly because I got a new bank card (same account, but different card number obviously).

I've contacted Sky, and indeed Disney. Disney said it's Sky's problem and Sky don't seem to have a way for me to pay it. I've spent a couple of hours trying to pay this £12.99 - it's quite frustrating. 

On a side note, I tried to reduce my Disney subscription to include ads. Did that through my sky box and within minutes for an email from Disney saying that I now had two Disney+ subscriptions and may get billed twice. I've cancelled the Sky Mktplace subscription now, and will resubscribe with Disney direct. It's too much hassle. 

Anyway, does anybody know how I can pay this £12.99 from December? Everything seems to suggest my payments are up to date, but I know there is one missing. 

[lettice]

Have a read of the Sky help article on Sky Marketplace, that your Disney+ with Sky will sit under.

Some of the change articles may help you;

https://www.sky.com/help/articles/sky-marketplace-manage-account

[Bharper]

Thanks @lettice, those articles were indeed helpful but I couldn't see anything relating to my particular problem unfortunately 

[caesarome]

@Bharper 

Do you see the charge for Disney+  on your Sky bill each month ?

[Bharper]

Hi @caesarome, 

No, the Disney + subscription doesn't appear on my monthly Sky bill. It never has, and comes out of my account as a separate payment. Is that unusual?

[caesarome]

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@Bharper wrote:

Is that unusual?

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I have no idea, was asking because I was thinking that if it did appear on the bill it would be worth going back over your last few bills to see if this missed payment was added to the next one but as that isn't the case that you can view it then you will not be able to do this !

[lettice]

You will not see the Sky  Marketplace payments listed under your TV or broadband ( if you have Sky broadband) bill.

On your Sky TV or via the MySky app, look under the Products/Billing area and look for Subscriptions, it should show your payments history there for your Disney.

Is the payment showing  there or anything else against the December payment?

[Bharper]

Yeah that's right @lettice 

I've checked on my Q box and there's no December payment. I spoke with Sky again today and they confirmed that there is a payment missing, but they don't know how I can pay it(?)

I appreciate it's only £12.99 at the end of the day, but it's not something I want to be chased for months down the line. I just want a way to pay it now 😩

[SadMuppet]

We are having the same issue, but have now got an error message that says phone a number to make payment. I can't type the number because the system won't let me.   Unfortunately took 30 minutes to get to speak to a person & then they wouldn't help me because I am the wife of the account holder & not the account holder, even though the Disney+ account is in my name.  Also since we are in arrears of 4.99 we can't upgrade our phones or get a new SIM so Sky have just lost over £2k worth of repeat business.

So, Sky, sort your proocesses out so we can make a payment online for subscriptions., and please make it easier to wade through the automated confusopoly of your automated phone system.

[Bharper]

Sorry to hear you're having similar issues @SadMuppet 

Although, it sounds like you're one step further than I am in that you can actually see the arrears! Where did you manage to find that?

[Carysse]

Did you resolve this at all? I'm having the same issue - accounts are restricted and no way to make the missed payment as the bank didn't process it. Sky haven't got a clue what is going on.

[Bharper]

Nope, never got resolved. Terrible service from all involved to be honest. Spent hours on the phone to no avail and gave up in the end. 

As it happens, I resubscribed to Disney but had to do it through Sky again. 

All I'd suggest is writing to head office. There must be some sort of glitch? 

[Anonymous]

Hi there. I had the same issue with a hayu sky marketplace subscription. I cancelled it eventually as nobody could take the payment. Then is showed up I owed money and said my mobile account was suspended even though I didn't have one. Live chat agents tried to take the payment via a secure window it didn't work. Eventually a sky loyalty specialist I got through to, took the payment immediately via telephone. 

[Carysse]

Great! I'm waiting for a call back they've been trying to resolve this for weeks - I will try that thank you! 

[Viv2000]

How did you write the head office as I'm having Disney plus issue now as well