Sky Bill Taken Twice

[lolhammond]

I usually manually pay for the sky bill but this month the amount was taken by direct debit after I had payed it manually. This has brought my bank account into overdraft, is there any way that I could get a refund for this? 

Our account is showing that we have credit. 

[GD1 · Accepted solution]

@lolhammond  As you have a Direct Debit in place you should not be making manual payments as it won't stop the direct debit being taken as you've found.

If there is a credit on the account you will need to call Sky to get it refunded, these are the current methods for contacting Sky. (Depending on your reason for making contact some methods will be more appropriate than others) …

🔶📞 Customer Services by dialling 150 (free) from either a Sky mobile or your Sky Talk landline.

All calls will start automated which may offer you the online help route or try to send you here to the forum. Stay on the line as long as possible and saying nothing when asked the reason for the call sometimes helps being put in the queue for an agent.

Note: if your services are restricted due to a missed payment phone contact is unlikely to work.

🔶online help via this link
https://www.sky.com/help
If necessary a number may be visible at the end of the correct help flow.

🔶 Sky Assistant should also be available via
https://www.sky.com/help
for most service issues and gives you 24/7 help and a quick response. It should provide you with multiple choice options based on your problem and will provide troubleshooting steps to fix any service issues.

🔶Social Media You can also get in touch via the messaging services on: Facebook, Instagram, or X (links at the bottom of the forum page).

Note If you’re in the ROI make sure the flag in the bottom right of the link is showing the correct flag and change if required.

[Daniel0210]

@lolhammond 

If you have a continuous payment method set up (which the T's and C's state 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.

[Bevie77]

This also happened to me, I always pay my bill manually but it came out again, I don't have a direct debit set up as I pay once I get paid  and I opted for it this way so no idea why it happened, rang twice and spoke to someone and got told I' d get a refund but I'm still waiting, also I'm suppose to get a refund for a sky store film I was over charged for so still waiting for that! 

[caesarome]

@Bevie77 

It might have happened as per the terms and conditions you do have to have a payment setup so while you haven't a direct debit in place Sky do appear to have taken it from the card payment you are using so going forward you do not need to make such manual payments. Once you see a credit on your account you can ask them for the refund.

[Bevie77]

I've rang them twice for a refund got told it will happen but it's been 3 weeks since the first phone call. 

[caesarome]

Is the credit still on your account ?

[Bevie77]

Yeah it's still on there. 

[caesarome]

Then it doesn't appeat to have been refunded to you so I would put in a complaint:

https://www.sky.com/help/articles/how-to-make-a-complaint