Paid my bill manually

[Blueeyedmale]

I'm new to sky so last week I paid my first bill early I thought as it's a good few days I can pay by card and they won't start taking direct debits until next month.

However I'm a bit confused as I'm hearing different things sky will most probably try to take the direct debit on Monday then try again in 10 days unfortunately I won't have the money in my bank as I've already paid by card which is showing on my account but I've heard if both direct debits fail my account will be restricted despite paying by card,can someone please explain how it works.

Many thanks 

[Daniel0210]

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@Blueeyedmale wrote:

can someone please explain how it works.

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@Blueeyedmale 

Any manual payment when not requested by Sky is totally unnecessary.

If your services are not yet restricted the following process applies to everyone, regardless of any personal circumstances …

🔹If you have a Direct Debit set up and the full payment fails on the normal payment date Sky will automatically attempt it again 10 calendar days later (so DO NOT be tempted to make a manual payment in this period).

After 10 days, if that second attempt also fails Sky may send a text and/or email notifying you that your payment has failed again and you then have a day or two at best before they restrict your services.

🔹If you have a Continuous Card payment method set up, if the full payment fails Sky send the text/email notification about the failed payment and you usually have at best 2/3 days before being restricted. There is no grace period and I believe only 1 attempt is made for a card payment, so if this has failed, you will need to pay manually and then reset the payment method for next month.

Restrictions are an automated process and we’ve been told Customer Service agents can’t stop it… even if you’re told otherwise on the phone. Sky don’t allow payment plans (except on a legitimately closed account) or a promise to pay on or by a certain date.

This link may also provide some advice
https://www.sky.com/help/articles/cost-of-living-support

If you are behind with Stream or Glass payments also see the information on this link:
https://www.sky.com/help/articles/missed-payments-sky-glass

[Blueeyedmale]

I understand but I didn't know not to make a manual payment to sky at the time like I said I'm new to this so what should I do now because the card payment as already been made 

[Daniel0210]

@Blueeyedmale 

If you have a continuous payment method set up (which the T's and C's state you should have), you never need to make a manual payment. 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. As I stated 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. We used to escalate this to the Messaging Team on here but unfortunately that process is not currently available. Either call, use Sky Assistant or perhaps use social media to initially make contact.

[SKY1992bf]

@Blueeyedmale @See the sections in bold

If you have a continuous payment method setup you should never need to make a manual payment as it won’t stop the automatic payment process if you make the manual payment 4 days before payment due date as the payment request has already been submitted

For direct debits if first attempt fails sky try again 10 calendar days later automatically and if second attempt fails your service will be restricted and that's the point to make a manual payment

you need to let sky take payment as normal because your payment has been applied to next month's bill not the bill that is due to be paid now

You can now either leave the overpayment on your account as credit to use against a future bill or contact Sky and request a refund which will take 3-5 working days to complete

For future reference if you want to make a manual payment to prevent the automatic payment being taken you need to make sure that the total bill amount is showing as credit on your Sky account 4 working days before your payment due date

[Blueeyedmale]

@SKY1992bf  so I'm probably going have to ring them up and request a refund because their won't be enough money in the account when they take the direct debit on Monday I will give them a ring 

[Blueeyedmale]

Just got off the phone to sky they said they didn't need to make a refund for the manual payment just cancel the direct debit and then set it up again for the next month.

[Daniel0210]

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@Blueeyedmale wrote:

Just got off the phone to sky they said they didn't need to make a refund for the manual payment just cancel the direct debit and then set it up again for the next month.

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@Blueeyedmale 

That seems a long winded way to do things. 

[SKY1992bf]

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@Blueeyedmale wrote:

Just got off the phone to sky they said they didn't need to make a refund for the manual payment just cancel the direct debit and then set it up again for the next month.

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@Blueeyedmale You have been given bad advice the credit has been applied to next months bill not the one that sky are trying to take payment for 

do not cancel your direct debit 

[Blueeyedmale]

@Daniel0210  was quite simple really didnt take long at all 

[SKY1992bf]

@Blueeyedmale  Can you confirm when you made the manual payment and what is your normal payment date 

[Blueeyedmale]

@SKY1992bf  I did ask them to confirm it a number of times that I wouldn't have any issues with payments being taken this month via direct debit she confirmed my mutual payment is showing as bill paid not a credit and the direct debit will now start from 2nd December not this month I might have been given wrong advice but I won't know until Monday if they try and take a direct debit then I will get back on the phone

[SKY1992bf]

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@Blueeyedmale wrote:

@SKY1992bf  I did ask them to confirm it a number of times that I wouldn't have any issues with payments being taken this month via direct debit she confirmed my mutual payment is showing as bill paid not a credit and the direct debit will now start from 2nd December not this month I might have been given wrong advice but I won't know until Monday if they try and take a direct debit then I will get back on the phone

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@Blueeyedmale ok, do let us know how it all goes 

[caesarome]

@Blueeyedmale 

As you have a durevtvd bit setup then going forward you do need need to pay any bill manually as all you are doing if you get your timings wrong is to add a credit to your account. 

The chances are Sky will take it via a direct debit on Monday if that is your billing date.