changing a direct debit date

[Yaz777]

One missed payment, late by just 14 days, after being a customer for over 30 years, has resulted in a report to the credit referencing agencies and tarnished my credit file. I could understand if it were for a large amount or if I had left it for over a month. It was the Easter bank holiday, and I was in the midst of reorganizing all my direct debits leaving at the end of the month.

I've attempted to reach out by phone and in writing, asking for the issue to be resolved as a gesture of goodwill, but there's been no response at all. I'm utterly dismayed and deeply distressed by the entire situation, especially during such a critical time of refinancing.

[Daniel0210]

@Yaz777 

That's the normal practice I'm afraid. Are your services still up and running or are they restricted? 

This is the billing process which applies to us all…

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

After 10 days, if that second 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.

▪️If you have a Continuous Card payment method set up, if the payment fails Sky send the text/email notification about the failed payment and you usually have at best 2/3 days before being restricted. There is no grace period and only 1 attempt is made for a card payment, so if this has failed, you will need to pay manually and then reset the payment method for next month.

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

Sky don’t allow payment plans (except on a legitimately closed account) or a promise to pay on or by a certain date.

This link may also provide some advice
https://www.sky.com/help/articles/cost-of-living-support

If you are behind with Stream or Glass payments also see the information on this link:
https://www.sky.com/help/articles/missed-payments-sky-glass

[PandJ2020]

What do you mean by 'resolved'?  The report to the credit agency is correct if the payment was late.  (Indeed, they give 10 days grace)

[GD1]

@Yaz777  Regardless of tenure the T & C's are clear, your failed payment is reported to the CRA's, Sky shouldn't need to do anything as a goodwill gesture as they have done nothing wrong.

[Daniel0210]

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@Yaz777 wrote:

One missed payment, late by just 14 days,

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@Yaz777 

14 days is sufficiently long enough that once restricted Sky demand the following payment as well so it's not a minor infringement. 

[MarkGoldsmith]

Your credit report/rating is based on you paying bills on time, so therefore it is correct that if a bill is overdue and unpaid this get reported on your credit file. Unfortunately your tenure plays no part in it, as people's circumstance can change overtime and this does need to be reflected and up-to-date on credit reports.

[Yaz777]

I was contacted to establish a new direct debit for a new product/contract, as the old contract had ended and the direct debit had been cancelled. 

The usual practice of bundling everything into one. 

[Yaz777]

Where would I find these details in their contract, I really would like to read the contract terms. Any chance of you pinging their obligation to me and mine to them across? 

Ready to read and learn their obligation to me, not just mine to them.  

[MarkGoldsmith]

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@Yaz777 wrote:

One missed payment, late by just 14 days, after being a customer for over 30 years, has resulted in a report to the credit referencing agencies and tarnished my credit file. I could understand if it were for a large amount or if I had left it for over a month. It was the Easter bank holiday, and I was in the midst of reorganizing all my direct debits leaving at the end of the month.

I've attempted to reach out by phone and in writing, asking for the issue to be resolved as a gesture of goodwill, but there's been no response at all. I'm utterly dismayed and deeply distressed by the entire situation, especially during such a critical time of refinancing.

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The T&Cs are available in your contract, which can be found in your My Sky account.

[GD1]

@Yaz777  A discount ending (not product) wouldn't cancel a direct debit as your contract would only cancel when you cancel it, a direct debit doesn't need to be cancelled either even if taking out new discounts.

All policies and info can be found here https://www.sky.com/help/home/sky-tv/sky-tv-q/q-policies-info