Payment not taken by sky

[elishia+dickson]

Hi anyone had issues making  manual card payment on sky app and now 6 days later still not been processed by sky but has been taken from my account by card issuer. Card issuer said sky hasn't processed it for some reason, and  have said no payment recieved saying my account is restricted until I pay, obviously don't want to double pay over £230 when it's sky who hasn't processed it their end 

[PandJ2020]

What's the backstory to this?  Why are you making manual payments?  Did an automated one fail?

[elishia+dickson]

Yes as one payment failed so they said to make payment online before it's restricted I made a manual payment last Wednesday and they cut me off Thursday saying they hadn't received it even though had card issuers order reference of my payment, they then deactivated as did they have received it it called them again today as they tried again today  to take full payment from bank of which made sure my funds were in another account so I didn't pay anither £115 by direct debit  and they have said they stil havnt got my payment my card issuers  is adamant that sky havnt processed it and I have proof funds have left my account. No way of sending screenshots via bot or email or WhatsApp either  to sky  makes me just want to get now t.v 😝 

[PandJ2020]

You may have been poorly advised.

If a payment fails then you shouldn't make a manual payment as it's automatically reattempted in 10 days.

Any manual payment made during this time counts against your next bill.

It sounds like the reattempted collection failed?  If so, this is why your services are restricted even though you've made a manual payment.  You may have to pay again to remove that restriction to talk to Sky.

[elishia+dickson]

I've spent two hours over 3 days trying to sort it all I want to do is show them my proof but no way of doing it. My email said to make manual payment last week (copied and pasted)so I logged in and did it. (Would of waited for it to be represented if it had said annoyingly 😢 So frustrating hopefully a sky member will read this also and help me out as no one in call centre is sorting this and I refuse to pay out another £115. Thanks for your advice. 

We haven't been able to collect payment for your Streaming TV services and there is now £115.16 overdue on your account.

This outstanding amount includes £77.16 for your Streaming TV services and £38.00 from your credit agreement(s). This means that your Streaming TV service has been restricted.

It's quick and easy to clear your balance and reactivate your Streaming TV service. You can do this by:

My Sky app

Sky.com/bill

[PandJ2020]

Alas, to progress you may have to make the payment.  I don't believe staff here can interject with restricted accounts.

(Or reattempt contact - but if the automated system detects an outstanding payment it will not progress)