Payment taken twice

[Jlab]

Hi, my payment has been taken twice, unsure why  as I only paid it once. 

It is showing as credit but I was hoping to get it refunded if this could be escalated to someone please 

[Daniel0210]

@Jlab 
Sounds like you made an unnecessary manual payment and then Sky took payment from a payment method they have for your account.

If you have a continuous payment method set up you should never need to make a manual payment. A credit will appear on your account for the amount you have overpaid once the planned payment has been processed. 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 recommend not making manual payments unless requested to by Sky.

If you prefer, once your extra payment is showing as a credit, we can perhaps get you some help in getting it refunded (within the standard 3-5 working days) through the Messaging Team on here. Let us know on this thread if you want to do that. 

[Jlab]

Hi, thanks for the reply. 

It is showing as credit and would like it refunded please

[Daniel0210]

@Jlab 
I’ve escalated your post to Sky and their Messaging Team should contact you later.

Look out for a post on this thread from one of the team inviting you to a private chat and then you should see a blue/red speech bubble at the bottom of your forum page. You’ll have 48 hours to click on it and start the private chat or it will close automatically. If you fail to respond to a chat reply within 48 hours the chat will again close down automatically even if your issue hasn’t been resolved. Replies from Sky aren’t instant so you’ll need to check the chat thread periodically.

This link explains what happens.
https://helpforum.sky.com/t5/Did-you-know/Escalating-a-post-to-a-Sky-expert/ba-p/3711147#M1014

[Mr+Flibbles+86]

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

Please be aware conversations automatically close if there is no response within 48 hours.

[Abridgetjones]

I have this same issue I need the second payment refunded but I'm getting nowhere with skybot 

[Daniel0210]

@Abridgetjones 
The T's and C's state you should have a direct debit or continuous card payment method set up meaning you don’t need to make a manual payment unless your services have been restricted.

Once Sky have processed the planned payment they are expecting, a credit should appear on your Sky account for the amount you have overpaid. This credit should automatically be used to pay your next months 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, we can perhaps get you some help in getting it refunded (within the standard 3-5 WORKING days) through the Community Messaging Team on here. Let us know on this thread if you want to do that but please confirm it’s currently showing as a credit.

[Abridgetjones]

Yes its showing as credit

[caesarome]

@Abridgetjones 

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 may not be instant.

[_Claire]

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

Please be aware conversations automatically close if there is no response within 48 hours.

[Jordduz]

Hi, ive also had this same issue. Cant find anywhere to contact anyone. My DD bounced then i paid manually not realising i didnt have to. Now today theyve taken payment again id like a refund please

[caesarome]

@Jordduz 

Do you see a credit on your account ?

[Powens11]

i've had the same issue but i don't have a continuous payment authority set up, i've been paying manually for months and only now has this happened. i need that money back. 

[Daniel0210]

@Powens11 
The T's and C's you’ve agreed to state you should have a direct debit or continuous card payment method set up meaning you don’t need to make a manual payment (unless your services have been restricted).

Sky will attempt to get payment via any card or direct debit previously used. Once Sky have processed the planned payment they are expecting, a credit should appear on your Sky account for the amount you have overpaid. This credit should automatically be used to pay your next months 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.

Alternatively once your extra payment is showing as a credit, we can perhaps get you some help in getting it refunded (within the standard 3-5 WORKING days) through staff from the Community Messaging Team on here. Let us know on this thread if you want to do that but please confirm it’s currently showing as a credit.

[Powens11]

i've been manually paying for about 7 months since they stopped me paying on my tv but i'll wait next month to see if they take it automatically. 

yes it's showing as a credit