paid twice sky home phone and internet

[fedupnow1]

Hi my sky home phone id due on 9th each month, i paid this months bill 9 days ago on site, but today they have taken a direct debit out for same ammount, leaving me short as i am on a pension.It shows on my account i paid on 30th october , and then they took direct debit today. and that the extra will go towards  my next bill in a months time. Thats not good enough , 10 days is plenty of time for sky to adjust my account and not take the direct debit.

[caesarome]

@fedupnow1 

There should be no need to make manual payments as you did here.

You should now see a credit on your account which you can contact Sky about to have it refunded and this should happen within 5 working days. 

[MarkGoldsmith]

The correct process is to not make a manual payment. The payment system will setup the collection to be the value of bill, that's why manual payments go as credit onto your account, as that credit is then used as part of the calculation when the following month's bill is generated.

[fedupnow1]

Thankyou for your answers, i phoned sky and explained  that my bill was nil, and they shouldnt of taken the direct debit  10 days later ,when i owed nothing. Unfortunatly i was on the phone with them for 45 minutes as the assistant  kept going off to check something. I explained that it had left me short and it was agreed that a refund would be issued. He also promised that a supervisor or manager would contact me to explain further as i was having problems understanding him, as of today i have neither a refund or a contact made. So this customer of 15 years plus will be  looking around for a more customer aware company . Once again i appreciate you taking the time to answer my query.

[caesarome]

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@fedupnow1 wrote:

Thankyou for your answers, i phoned sky and explained  that my bill was nil, and they shouldnt of taken the direct debit  10 days later ,when i owed nothing.

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As you had a direct debit set up then Sky will take this on your billing date so you should not have made this manual payment as you did as the money is actually requested by Sky 14 days in advance so is held by your bank for Sky and they then release the funds on your billing date so paying it 9 days earlier does not stop this from happening.

You should now see a credit on your account which if you have asked them to, Sky should refund it to you with 5 working days.