Still being billed when paid and saying not paid

[Ellie155]

My account was in credit by £28, which is the full amount of my monthly bill. Despite this, Sky still attempted to take the payment from my bank. When I queried this, a Sky advisor told me it appeared to be a scam attempt, so I followed their advice and blocked my bank card as a precaution.

However, since then, another £28 payment has been attempted—despite my bill showing as paid and my account still being in credit on the Sky app.

[Mark39]

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@Ellie155 wrote:

However, since then, another £28 payment has been attempted—despite my bill showing as paid and my account still being in credit on the Sky app.

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If your Sky account still shows you to be in credit, it suggests that your credit wasn't used against your bill, which is why Sky would be trying to take another £28. 

If the credit had been used against your bill, your balance would be zero.

[Ellie155]

Is there a way to make it so it's put onto my bill? It did this last month too so there's just £28 sat in my account not being used. It said it will be added to my next bill?

[caesarome]

It is unusual that for two consecutive bills the credit hasn't been used so what was this credit from, an overpayment perhaps  ?

[Ellie155]

My bill went out after I'd paid it manually 

[caesarome]

Would you like it refunding instead as we can arrange some help for you via here if you do.

[Ellie155]

Yes please 

[caesarome]

@Ellie155 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you sometime tomorrow morning regarding this via a blue/red chat bubble which will appear at this bottom of this page.

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:
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 have 48 hours to respond or it will be automatically closed. To start the conversation just type in it.

This isn't a live chat so replies may not be instant.

[Lisa-P1987]

Thanks for escalating this. We’ve sent Ellie155  an invite to chat.

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