Charged twice

[EmsiK]

I have been charged twice in November and December for my device plans.  My mobile bill is double at £280!  This is ridiculous at this time of year.  Any ideas why?

[63johnw]

Hi @EmsiK  as fellow customers here we don't have access to your billing information. If you are new to sky then the first bill always covers a longer period so is normally more expensive. If you are not new to sky then call them on 150 to see if they can explain the double charge. 

[caesarome]

@EmsiK 

Can you post screenshots of these bills and if you do make sure your blank put your name is the account and credit agreement numbers.

[EmsiK]

Not sure how to add a photo but I have been a customer for years.  I have been charged twice for devices 11th Nov and 11th Dec but already paid Novembers bill?

[EmsiK]

 

[caesarome]

@EmsiK 

Have you made manual payments and Sky has also take the payment via your monthly payment method that is setup on your account,

To display an image on here click on the camera icon.

[GD1]

@EmsiK  Your bill shows 2 devices and both have been billed for November & December, there is a 14 bill and then a 28 day bill, have you recently bopught the 2 devices through Sky?

Your first bill

You start paying for Sky Mobile from the date you activate your SIM. We’ll take your first payment 3 days after that (or up to 13 days after that if you're paying by Direct Debit) and it covers your first month. For example:

• Your SIM is activated on 4 July, payment is taken on 7 July (or 17 July if you're paying by Direct Debit) and covers the period from 4 July – 3 August.

If you activated on the 29th, 30th or 31st of the month, your first bill might be lower as it will cover less than a full month.

Your second bill

We’ll take your second payment on your payment due date. This is 3 days after the date of the month you first activated your SIM, as long as you haven't changed your payment due date after your first bill.

Because you pay a month in advance, your second bill covers next month in advance. Using the example from the first bill:

• Your second payment would be taken on 7 August and covers the period from 4 August – 3 September.

[EmsiK]

Hi - I haven't changed anything.  I have been a customer for years and always had a direct debit set up.  Neither device is new.

[EmsiK]

No always had a direct debit 

[caesarome]

@EmsiK 

To get you some help with this I have escalated your post to the Sky Messaging team who should be in touch with you regarding this via a blue/red chat bubble which will appear at the bottom of this page. It can take up to a few hours to be contacted via this.

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 by typing it it to start the chat:

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 need to respond to it as soon as you can or it will be closed if there is no response within 48 hours. To start the conversation just type in it.
This isn't a live chat so replies may not be instant.

[EmsiK]

Thank you for your help but I called Sky and it's now resolved.  I got a new job and changed the date on all my payments to meet my new pay day.  Therefore missed a payment in November!  My bad sorry