Payment

[CaseyBeard]

My bank has been charged for my first phone bill payment on Friday, I have received an email saying the direct debt has failed and I will be charged a late fee????

[Daniel0210]

@CaseyBeard 
The billing process (for all customers) is as follows:-

If you have a Direct Debit set up and the payment fails on the normal payment date Sky will attempt it again 10 calendar days later. (Don’t be tempted to make a manual payment in this period).

After 10 days, if that second automatic attempt also fails Sky may send a text and/or email notifying you that your payment has failed again and you then have a day or two before they restrict your services. I think it's at this point a late payment fee would be added.

Restrictions are an automated process and we’ve been told Customer Service agents can’t stop it… even if you’re told otherwise.

[caesarome]

It is in the terms and conditions that should a bill not be paid then Sky can add a late penalty fee.

Have you looked into why the direct debit failed, so was the funds available for the payment to be taken ?

[CaseyBeard]

Thank you for your help but I'm confused as the payment has already been processed and taken from my bank so I don't understand why Sky have sent an email to say the direct debit has failed. 

[caesarome]

@CaseyBeard 

Does it show as being paid on your account here, if it does the bill total should be £0.00:

https://www.sky.com/manage/bill/