Outstanding Bill Error

[danielsmith2910]

Good evening,

For the past 4 months I've had a notification stating I have an outstanding bill that needs to be paid. I've contacted Sky customer services 3 times, and spoken to the Retention team and additional time, so 4 in total, and they all confirm there is no outstanding bill and they can't resolve it.

It's stopping me from purchasing any additional contact, including Sky Glass and Sky Broadband which I don't currently have. I have found a good Sky broadband deal online which I can't purchase due to this error, and when I have informed Customer service of this, they only tell me that they can sort broadband over the phone, but can't match that deal as it's online only.

This deal runs out on Wednesday, so I need to somehow get it resolved by then. I believe the issue has started with the 2 failed payment on 20/01 and 21/01, but I have no idea what they were or why they tried to do it as I had paid for the fee on 19/01.

 

 

Thanks

[caesarome]

@danielsmith2910 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

This link explains how this works so you will need to respond to the chat bubble at the bottom of the page when it appears by typing it it to start the chat:

https://community.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147

When the chat bubble does appear you will need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

[LJB-C · Accepted solution]

Thanks for escalating this @caesarome. We’ve sent @danielsmith2910 an invite to chat.

Please be aware conversations automatically close if there is no response within 48 hours.

[danielsmith2910]

I have replied to the chat request, much appreciated!

[danielsmith2910]

Should anyone have this issue in future, the Sky Employee recognised the error and simply credited the amount back to my account which resolved the issue