Payment due for already paid bill

[Andyy01]

New Sky Customer and this is my 3rd Bill

My current bill shows as 

Total bill statement £49.00

1 payment received -£49.00

Direct Debit payment made -£49.00

1 payment failed £39.95

payment sent back on 20 June £39.95

Balance £39.95 

Balance will be carried to next bill £39.95

There is also a warning message 

Your scheduled payment has not been received 

 

[caesarome]

What services from Sky do you have ?

[Andyy01]

Hi, just sky stream with sports and movies and I've not changed/purchased/subscribed anything 

[caesarome]

Was last months bill paid in full ?

[Andyy01]

Yes my last bill was paid in full and on time

[caesarome]

@Andyy01 

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 are not instant.

[Andyy01]

Thanks for your help, very much appreciated 

[Lisa-P1987]

Thanks for escalating this. We’ve sent @Andyy01  an invite to chat.

[Andyy01 · Accepted solution]

@caesarome thank you for all your help. I have now managed to sort out my query and it appears that although I was told by someone at the call centre my setup fee would be credited to my account it appears although it was credited it wasn't supposed to be and that is the payment that is now due.