Double billed for my device.

[Nimbob]

Hey everyone,

I am sorry to see you are facing issues with Mobile billing.

I have created this thread as seeing a few different threads pop up about devices being double billed this month, I have merged all of these together to make investigating and delivering updates easier.

Thanks,

[ChloeAnne20]

Been charged twice for iPhone 15 in pink. Should only be charged for 2 phones, both are no more than 45-50 a month 

[PandJ2020]

What did Sky say when you asked them about this?

[caesarome]

@ChloeAnne20 

Have you made a manual payment ?

Do these charges cover the same billing periods ?

[Michelle_75]

Paid twice for same device in my November bill

[63johnw]

Hi @Michelle_75  have you checked the billing period is the same or is it two different periods ? There have been a few other similar reports here in the last few days. You may need to call sky on 150 for help. Assuming you didn't make a manual payment ?

[Daniel0210]

@Michelle_75 

Your post sounds like you've made an unnecessary manual payment.

The T's and C's state you should have a direct debit or continuous card payment method set up. You therefore never need to make a manual payment. Once the planned payment has been processed a credit should appear on your Sky account for the amount you have overpaid.

This should automatically be used to pay your next bill so on that bill date no/less money should be taken from your account. I would suggest NOT making any manual payments unless requested to by Sky.

If you prefer, once your extra payment is showing as a credit, contact Sky who can arrange a refund within the standard 3-5 working days.

Either call, use Sky Assistant or perhaps use social media to initially make contact.

[Alicewalker]

On my latest bill I'm charged twice for the pink iPhone, one is for £26 the next is for £21 - why am I being charged twice 

[Daniel0210]

@Alicewalker 

Check the dates the bill covers. Could one be for a full month and the other for a partial month? 

[caesarome]

@Alicewalker 

If you are new to Sky then you are charged twice within the first month as you can read about here:

https://www.sky.com/help/articles/understanding-my-bills

After that second bill you will then be billed monthly.

[SallyStewart]

My sky mobile bill has been taken this morning for £131.21 my usual bill is £84.45 I haven't done anything different, I haven't added anything extra on so I just can't make sense of it? From looking at it, it does look as if my phone and my sons phone has been charged twice? Could someone please look into this for me as I really need that money back I just cannot afford this.

[PandJ2020]

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@SallyStewart wrote:
 Could someone please look into this for me as I really need that money back I just cannot afford this.

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No one here can do that as we're just other customers like you...

You will need to call Sky on 150.

[caesarome]

@SallyStewart 

Do these phones charges cover the same billing period so the same dates, what was shown on last months bill for them and for your next bill ?

[Nimbob · Accepted solution]

Hey everyone,

I have passed the across to the relevant teams to investigate the issue. I will update this thread where possible. 

I appreciate your patience.