Payment taken twice, how to get a refund?

[GR70]

Hi, my broadband bill payment has been taken twice for this month for some reason, leaving me in credit by the bill amount.

How do I go about getting a refund, it says something online about contacting the Messaging Team?

Thanks in advance.

[caesarome]

Sadly the messaging team hasn't been available for a few months due to an ongoing technical issue so you will either have to call or use one of the social media links at the bottom of the page to get some help about this.

It is usual for Sky to take the payment twice as what does happen is that they take it via whatever payment has been setup as well as the customer paying it manually themselves when there was no need to.

[Daniel0210 · Accepted solution]

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@GR70 wrote:

Hi, my broadband bill payment has been taken twice for this month for some reason, leaving me in credit by the bill amount.

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@GR70 

Sounds like you made a manual payment unnecessarily. 

If you have a continuous payment method set up (which 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. 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 would normally 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.