Overcharged

[Sammy97]

I have been using Sky broadband since April and have always paid manually each month. This month I paid manually as usual but an automatic payment was taken later in the month. I have never signed up to a direct debit so i'm confused and would obviously like a refund. I've tried calling but can't get through due to the AI not having a category for bill overcharge. How do I proceed?

[GD1]

@Sammy97  The terms you have agreed to specificaly state that a recurring payment method must be used to pay Sky such as card or direct debit, that fact you've been able to get away with this for so long is pure luck, as Sky do have your card details on file from  previous payments they can & will now use those, therfore you don't need to be making manual payments.

[Daniel0210]

@Sammy97 

It sounds like you've made an unnecessary manual payment.

The T's and C's state you should have a direct debit or continuous card payment method set up. You therefore never need to make a manual payment. Sky will always try to take payment from methods they hold on their records. Once the original planned payment has been processed a credit should appear on your Sky account for the amount you have overpaid.

This should automatically be used to pay your next bill so on that bill date no/less money should be taken from your account. I would suggest NOT making any manual payments unless requested to by Sky.

If you prefer, once your extra payment is showing as a credit, contact Sky who can arrange a refund within the standard 3-5 working days.

Either call, use Sky Assistant or perhaps use social media to initially make contact.

[Sammy97]

Well have the terms changed because they have never taken automatic payment before?

[PandJ2020]

As per the terms of the agreement they require a regular payment method and can use any provided details to do this.

In terms of asking for a refund you'll have to persevere in contacting Sky as no one here can effect it.  Try saying nothing to the bot.

[PandJ2020]

---

@Sammy97 wrote:

Well have the terms changed because they have never taken automatic payment before?

---

No.  But it's all in the timing.

[Sammy97]

What do you mean the timing I've paid my bill as usual and they have taken an additional payment later in the month

[PandJ2020]

---

@Sammy97 wrote:

What do you mean the timing I've paid my bill as usual and they have taken an additional payment later in the month

---

Automated payments are requested a number of days prior to collection.  If this request has been made and then you make a manual payment the automated one is not stopped.

The correct way is to have an automated method setup and then no need for manual payments.

[Sammy97]

I'll just cancel and go back with vodafone

[Daniel0210]

@Sammy97 

Why are you making unnecessary manual payments?

Going forward you now realise Sky will take the payment automatically via the payment method they have on record.

[PandJ2020]

---

@Sammy97 wrote:

I'll just cancel and go back with vodafone

---

You do realise you are talking to other customers here and not Sky?

Also, you won't be able to cancel if you are subject to a minimum term without incurring early termination fees.  (Which I presume you are)

[Sammy97]

Yes I know i'm signalling my intentions. I'm just fed up. I had budgeted very carefully and now don't have money for food because of this. And can't even get sky to do anything because can't get through to them via any channel. Should be a change in the law to make this illegal for the protection of the vulnerable.

[Sammy97]

I have never signed up to a direct debit as I like to manually process what goes through my account to prevent exactly this! I do the same with everything council tax etc

[PandJ2020]

You'll have to persevere in contacting Sky - try saying nothing to the bot, it may connect you to an agent.

Refunds take 3-5 working days to process.

[Daniel0210]

---

@Sammy97 wrote:

Should be a change in the law to make this illegal for the protection of the vulnerable.

---

@Sammy97 

The T's and C's (which you agreed to) is your legal contract. Give Sky a call, although there may be a queue to speak to an agent, he or she can implement a refund of your extra payment and that should reach your account in the standard 3-5 WORKING days.