Payment issues- trying to charge twice

[HannahSEO]

Hi, 

so I had let me bill fall into arrears last month however i paid this last week in order to reinstate services, over the last few days however sky are trying to take the payment again although it has been paid in full and my next payment should now be at the end of September, is there anyway for this to stop? 

my most recent bill is showing the payment I had made but it's also now showing it trying to take the second which would put my in credit of £150ish pounds! 

[caesarome]

Do you pay by a direct debit because usually services would only be suspended if Sky can't take it when they try for a second time 10 days after the first attempt.

[HannahSEO]

Yes I normally pay by direct debit, however I paid the slightly early (my direct debit comes out on 4th and I paid on 30th August) to get the services reinstated straight away however now it's trying to take payment again and although it's showing the payment as received on the bill I've gotten an email to say that the payment hasn't been able to be taken. 

[caesarome]

There is something that doesn't add up here because as I said your services should only be restricted when a second attempt at taking the direct debit fails so is this what happened ?

[HannahSEO]

Yes, like I mentioned last month my account fell into arrears (so I didn't pay my August bill) however I paid on August 30th to reinstate my services/ bring the account back up to date. However now they are trying to take the payment again on my September due date although I had made the payment manually. 

It's almost like although I can see my payment showing on the bill the system doesn't recognise it has happened and is trying to take it again, is that normal to happen? 

[caesarome]

It could be that because bills are created 14 days in advance by paying it on the 30th it was to late to stop it being taken as well on the 4th as the process was already underway.

[HannahSEO]

Do you know anyway in which this can be resolved, as I have paid I obviously don't want to have my services suspended again, but I also can't spare for the payment to be taken twice as I'm tight financially which is what led to me missing payment last month . 

[caesarome]

The only way to do it is as soon as that payment has been taken have a look to see if you see a credit on your account as it is this that can be refunded to you. So when you see the credit post back here as we can alert Sky's messaging team who will be able to contact you via here as they should be able to issue the refund.