No direct debit. I pay manually.

[Greenbeans]

I pay manually as I have no DD. This pay period I made a card payment on time. In the app it said 2 payments received. One manual and one by credit debit card. It also says one payment failed even though no attempt by sky to take it was made. As of yesterday it said I had a balance of my usual amount that would go to next months bill but today that is gone and is still showing as a failed payment . This happened before . I called to get an explanation . they said they would issue a refund to which I told them not to as it never left my account a second time. Despite this a refund was issued which never reached my account then later showed in my next bill as double  and I owed them. I didn't . I tried for days to explain I didn't owe it as I never asked for nor received a refund but I was told my services would be affected if it wasn't paid. I escalated the complaint and was told the complaint dept would contact me. They didnt. So I had to pay the extra payment that I did not owe just to keep my service. Needless to say im not amused. I would like to know if this failed second payment this month is going to cause the same issue. Does anyone know about this or has it happened to you before.

[PandJ2020]

Paying manually isn't recommended.  Many do it but manual payments may be used as a credit against next month's bill and does not stop an automated collection.

Best to have a DD or regular card payment and just let it collect automatically.

[GD1]

@Greenbeans  You need to be paying by either direct debit or card those are the terms you've agreed to making manual payments are not necessary and as this issue keeps arising perhaps you need to pay  by the methods Sky ask you to?

[Greenbeans]

Paying manually is an option sky offers. It only happened this month and one time 3 months ago. Has there been changes to payment methods as they are still the same on the app as far as I can see? Also. The first time it happened is when I tried to set up a DD so my next question is when is the best time to set up a DD,  how soon before or soon after the lastest payment? I want to set up for DD but don't want run into the same problem as the first time.

[MarkGoldsmith]

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@Greenbeans wrote:

Paying manually is an option sky offers. It only happened this month and one time 3 months ago. Has there been changes to payment methods as they are still the same on the app as far as I can see? Also. The first time it happened is when I tried to set up a DD so my next question is when is the best time to set up a DD,  how soon before or soon after the lastest payment? I want to set up for DD but don't want run into the same problem as the first time.

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The paying manually option is there for customers if an automated collection of the bill fails. For quite a while now the T&Cs specifically state that you need to provide Sky with either a direct debit or card details so that they can automatically collect on payment date. It also states that Sky reserves the right to automatically collect the bill from any card details they have on file that you may have previously provided.

[GD1]

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@Greenbeans wrote:

Paying manually is an option sky offers. It only happened this month and one time 3 months ago. Has there been changes to payment methods as they are still the same on the app as far as I can see? Also. The first time it happened is when I tried to set up a DD so my next question is when is the best time to set up a DD,  how soon before or soon after the lastest payment? I want to set up for DD but don't want run into the same problem as the first time.

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No it isn't as per the T&C's Sky tell you to pay by Direct Debit or recurring card payment.