Refund required

[andydlp84]

Hi I need some assistance in obtaining a refund from Sky for my last bill. I didn't have sufficient funds in my account when bill was due but I made a manual payment a few days after due date. However, Sky went in a took the payment by direct debit after I'd done it manually so its been paid twice. Like many, it's tough financially and I need that money. The MySky app isn't any help and trying to speak to a person is almost impossible (believe in better right). Can anyone assist? Thanks

[Daniel0210]

@andydlp84 
If you have a continuous payment method set up you should never need to make a manual payment. A credit will now appear on your account for the amount you have overpaid. This will automatically be used to pay your next bill so on that bill date no/less money should be taken from your account. If you want the overpayment refunded to you we can escalate your post to Sky to see if they can help. Let us know if you want us to do that. 

I would suggest not making manual payments unless requested to by Sky as automated payments may not be prevented.

[caesarome]

@andydlp84 

When a direct debit fails Sky will always try to take it again 10 days later which is what has happened here, they usually will send an email or send you a letter letting you know about this.

[andydlp84]

@Daniel0210 

Yes  please can you escalate it?

I'm fully aware of the whole direct debit process. The MySky app always shows my bill as being paid even before the funds are taken from my account (Sky really need to fix that).

I got a text from Sky saying they'd try to take funds again on 3rd of March. I didn't have the money then but I made the manual payment on March 5th. I even made sure to check my bank account prior to manual payment in case the direct debit had been done, which it hadn't.

So I made manual payment on 5th but Sky hit me with the direct debit on 6th  not the 3rd like they said.

[Daniel0210]

@andydlp84 

To see if they can help I’ve escalated your post to Sky and the Escalation Team may get in touch with you later.

Look out for an email and also a blue/red speech bubble at the bottom of your forum page. Once that speech bubble appears you only have 48 hours to join the private chat or it will close automatically. If you fail to respond to each chat reply from Sky 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 regularly.

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

If you are using Safari also make sure that Hide IP Address is not checked in order to see the chat bubble. If you have trouble finding this to check the settings, use another browser such as Chrome or Firefox.

[Addie15]

Hi there, thank you for escalating this. We have sent an invite to andydlp84.