Money taken from bank, account still restricted

[Mark39]

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@kourtneysiobhan wrote:

Will people stop replying unless you can read what I've already said and give me a clear answer. Sky employee only.

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The clear answer is @Daniel0210's. Pay the amount Sky consider to be outstanding and re-setup your direct debit. Then you'll be able to speak to Sky to query the apparently missing payment.

[kourtneysiobhan]

what aren't you grasping about the fact i HAVE paid my bill

the direct debit has been taken from my account, the money has been taken from my account 

it's my SECOND bill from sky mobile so there's absolutely nothing outstanding prior to this

i am NOT paying it a second time, i want to know why it's been taken but not paid my bill

[kourtneysiobhan]

How is paying it a second time the answer? For them to deny the first one was even paid? Absolutely not.

I am clearly looking for the answer as to WHERE my money has gone if it's not my account

[Mark39]

You made a payment which appears not to have reached your Sky account. Only Sky can tell you what has happened to it, so you'll need to speak to them. We've explained what you need to do in order to speak to Sky. How much clearer can we be?

[Daniel0210]

@kourtneysiobhan 

Sky will not speak to you about this missing payment until your services have been re-connected and that will only happen once you've carried out the process previously described.

Out of interest have you spoken to your bank about this missing payment? 

[kourtneysiobhan]

And incase you haven't noticed, I am TRYING to reach sky about it. I've explicitly asked no one but sky staff to respond now.

I cannot call as my account is restricted and the live chat isn't allowing me to speak to an agent. 
Stop responding when you're being so unhelpful.

[kourtneysiobhan]

I have, it was a simple direct debit payment that's left my account. I can raise a fraudulent claim but I don't want to because I want my account unrestricted so want to understand why it's not reached my sky account.

I will not be double paying this months bill. 

[Daniel0210]

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@kourtneysiobhan wrote:

I will not be double paying this months bill. 

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@kourtneysiobhan 

Then unfortunately you won't be able to speak to Sky and your services will not be reinstated. 

[caesarome]

@kourtneysiobhan 

Are you able to access this link or do you see the restricted message:

https://www.sky.com/manage/bill/

If so does it show the payment you made as a credit, it will have a minus figure in front of it as it does.

[Mark39]

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@kourtneysiobhan wrote:

And incase you haven't noticed, I am TRYING to reach sky about it. I've explicitly asked no one but sky staff to respond now.

I cannot call as my account is restricted and the live chat isn't allowing me to speak to an agent. 
Stop responding when you're being so unhelpful.

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It's a customer forum. It's highly,unlikely Sky will reply.

[SKY1992bf]

@kourtneysiobhan  Sky won't reply as they can't identify you from your forum account