Overpaying Sky Glass Credit Agreement

[Kelly1175]

Has anybody had any issues using either the Sky App or the Website to make a payment towards their Sky Glass Credit Agreement?

I have tried twice now, and both times the money was debited from my bank account but Sky claims they have never received it.

I have just come off a call with my bank who have informed me that Sky did in fact 'claim' the money for the first transaction, only to return it after I complained.

I have tried to make the payment again, only for the same thing to happen. Sky is telling me it is not their problem and that if I want to make a payment I should do this over the phone and not via their app or their website because they do not know if its 'secure'.

I am now in a position where I need to wait for Sky to claim the money from my bank account, then contact my bank again to obtain the Authorisation and Transaction codes, to then pass to Sky who will then credit that money back to my bank - despite claiming they cannot find the transactions.

I find this pretty appalling, if they cannot handle taking payments online why do they provide the service? 

I raised a complaint, but Sky are not willing to take any accountability in this whatsoever and has placed the responsibility on me to resolve the missing money!

[Mark39]

It sounds as though Sky are unable to apply the funds you send them manually to your Sky account. How are you paying? There should be no need for manual payments.

[Kelly1175]

I'm making the payment via their app as I want to pay the credit agreement off in full!

[caesarome]

If you want to pay the credit agreement off in full then you would be better served by calling Sky to let them take the payment from you.

Regarding these payments you have made have you checked your future bills incase they have gone on there as a credit ?

[Kelly1175]

I have spoken to sky and that was their advice to pay it over the phone. What is the point in them providing a dedicated section in their app and on their website to make a payment if it doesn't work and causes additional administration for the customer in terms of having to hunt down the missing money. 

if it doesn't work the facility shouldn't be available to utilise.

[Mark39]

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@Kelly1175 wrote:

I have spoken to sky and that was their advice to pay it over the phone. What is the point in them providing a dedicated section in their app and on their website to make a payment if it doesn't work and causes additional administration for the customer in terms of having to hunt down the missing money.

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No point asking us customers. You could raise a complaint with Sky.

[caesarome]

So has the payments you made gone on your account as a credit ?

[MarkGoldsmith]

I'd assume their billing system was designed for their subscription services so people are able to make manual payments against their sky provided services rather than payoff the credit agreements, which likely may use a different system.

[Kelly1175]

I have raised a complaint but got nowhere.

its not a manual payment off my account as such, its a dedicated function. 

 

[Mark39]

It's a manual payment.

It's not an automated monthly payment, which would be either a direct debit, or a recurring card payment.

[TimmyBGood]

As @Kelly1175 indicates, Sky does specifically make this option available, so it really should work.

https://www.sky.com/help/articles/make-a-payment-credit-agreement-sky-glass 

[Mark39]

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@TimmyBGood wrote:

...Sky does specifically make this option available, so it really should work.

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Yes, no doubt about that.

[JanTK]

I have a different issue. I received an email from Sky on 16th December saying I'd made my final payment on my TV agreement which cleared my account on 21st December, so I cancelled my Direct Debit. Then a couple days later I get a message saying the payment was still outstanding and I'd get charged a late payment fee if I didn't pay up. So I've been into the website, several times over the last few times (not the app) to make the payment but it says I have a 0 balance, so I can't make the payment I need to make 🫣

[caesarome]

@JanTK 

Have you just reinstated your payment method ?