Contract payments.

[Taig]

Hello, 

im struggling to understand something.

I had the money in my account to pay my bill at the date it said my direct debt will come out. The direct debt never took the payment out so I made a payment via the app to pay off this months payment. The past couple of days it has now tried to take the money out of my account. So I looked on the app and it still says I owe the payment even though I have paid it. I hope you can help.

[Daniel0210]

@Taig 

What date is your normal payment date? It sounds like your unnecessary manual payment has gone towards your February bill.

[caesarome]

@Taig 

What is the billing date the direct debit is usually taken on ?

With a direct debit even if the payment is not taken there is no need to make a manual payment as all you are doing is putting a credit on your account which is why you are seeing the message about the bill not being paid.

[Taig]

I think this is what's happened unfortunately, think I was being too impatient and worrying about it not coming out haha. Thank you for your answer. 

[caesarome]

A direct debit is taken on a Saturday or Sunday and if it ever does fail to be taken for whatever reason Sky will always try again in about 10 days time so there is no need to pay it yourself as you would only need to do this if the second attempt at taking it also fails.

[Daniel0210]

@Taig 

Payments aren't processed at weekends (if your payment date is the 3rd or 4th). 

The following process applies to everyone…

🟫If you have a Direct Debit set up and the full 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 at best before they restrict your services.

🟫If you have a Continuous Card payment method set up, if the full 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 I believe 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 on the phone. Sky don’t allow payment plans (except on a legitimately closed account) or a promise to pay on or by a certain date.

[Taig]

Thank you this answer was very helpful! My contract said 2nd of jan to 2nd of feb so that just made me think that was the first date my payment would come out, but the direct debt is set up for the 5th hense why it's still trying to take it out, I was just being too impatient... now that I've paid a payment will that now go towards Febuary?

[caesarome]

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@Taig wrote:

now that I've paid a payment will that now go towards Febuary?

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It should do as the payment you made should appear as a credit on the account and that credit should be used to pay the 5th February bill.