New Payment Method and threat to restrict services despite my bills being fully paid up early!

[LauraMc83]

Please please please can someone help me because I'm going out my mind with this!. Yesterday I received an awful, unexpected email from sky which said in a nutshell the following: "We have been advised that we can no longer use the payment details you provided. Please provide us with new Direct Debit or Credit Card details, or your Sky services will be restricted. Failure to make payment at the earliest opportunity, may also result in a late payment fee of £10.00 being applied to your account prior to restriction of service." I am completely shocked and totally livid along with disgusted! For one, both my broadband bill and my TV and streaming bill are BOTH paid up and where paid by myself, EARLY as well, I paid both a good few days or even a week before they were due, and I paid by direct transfer payment due to my credit card being lost recently and I'm changing banks due to moving home so it's easier for this. But I did as stated, reluctantly adding my new credit card information as new payment method. Here's the frustrating thing, it's still not updated and saying even now that I need to provide new payment method details and they're threatening to charge a late payment and restrictions made if I don't make a payment at the earliest convenience?!?! I'm in credit I don't owe ANYTHING for a month at least and it says paid along with not updating my new payment method!. I tried to sort it using the so-called live chat thing on sky app and it was appalling it just didn't help at all and was completely useless!. I replied to the email I received but later saw that it said in tiny tiny print on the email from sky that to not reply to this email address as it's not a responding service or something I'm fuming I can't believe they're threatening and demanding payment when 1. I've paid 2. I paid early 3 I've updated my new credit card details and it's saying I haven't What do I do? Please help me xx

[PandJ2020]

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@LauraMc83 wrote:
I paid by direct transfer payment

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Can you explain the above as bank transfer isn't a payment method Sky usually provide.

[caesarome]

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@LauraMc83 wrote:
I paid by direct transfer payment due to my credit card being lost recently and I'm changing banks due to moving home so it's easier for this. But I did as stated, reluctantly adding my new credit card information as new payment method. Here's the frustrating thing, it's still not updated and saying even now that I need to provide new payment method details and they're threatening to charge a late payment and restrictions made if I don't make a payment at the earliest convenience?!?! 

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If you are sure this email is from Sky, does it address you by your actual name or does it say something like Dear Customer, if the later it isn't from Sky. 

If you are sure then it might be from Sky then you do need to have a regaulr payment method setup which might be why you were sent this email in the first place. Now you have updated your account to add a credit card then I would call Sky to see if they can help you with this.

[PandJ2020]

@caesarome raises a good point - there are many scams around at the moment