Repayment of credit agreement early

[Susammah]

Hi,

I transferred funds on 23 April to repay my mobile phone credit agreement in full early. However, I have been unable to get Sky to confirm my credit agreement has been repaid in full. My bill is still showing an outstanding balance, but the payment is showing as a credit on my April mobile bill statement.

I don't have the time to call customer services and all I am offered is an AI assistant that runs around in circles.

Is there any way i can get my credit agreement showing as repaid?

Thank you

[caesarome]

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@Susammah wrote:

Hi,

I transferred funds on 23 April to repay my mobile phone credit agreement in full early. However, I have been unable to get Sky to confirm my credit agreement has been repaid in full. My bill is still showing an outstanding balance, but the payment is showing as a credit on my April mobile bill statement.

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A few questions:

How did you make the payment to pay off your credit agreement, did you do it online or by calling Sky ?

Is the credit shown the amount you paid or peerhaps a different amount ?

[PandJ2020]

If you just made a manual payment then AIUI it will simply remain as a credit on your account that will reduce subsequent bills.

See the help here: https://www.sky.com/help/articles/credit-agreement-sky-mobile

[Susammah]

I used the 'make a payment' online and paid the full amount outstanding.

My April bill shows 2 paymants made.  Direct debit payment made 1 April of my monthly amount and a 2nd payment of my lump sum.  

The balance now shows a credit balance.

[Susammah]

That's what I am thinking but, I can't get through anywhere online for someone to confirm the payment will now clear the credit agreement in full,

[caesarome · Accepted solution]

You haven't paid off your credit agreement as all you have done it put a credit on your account which will stay there until it has been used to pay off your next bill or bills.

To pay off a credit agreement it is always advisable to call Sky on 150 to prevent issues like this occuring.

[Susammah]

Ok.  I'll try alling 150 tomorrow.

Thank you

[PandJ2020]

Yes, call and they should be able to allocate the credit to the balance.

[Susammah]

Thank you for your help

[63johnw]

Hi @Susammah  this is the option I used to pay off a recent device (picture will show after moderation). Once it cleared when I go to the device in question there is no longer the option to view payments and it's showing as a one off payment on my bill to cover what's owed on that device, then future bills show it as paid off. 

 

[Susammah]

That's the option I used.  My latest bill shows my direct debit payment and my lump sum but, my next predicted bills all show estimated and my direct debit amount.

I'll have to phone them tomorrow.  I didn't realise it would be such hard work paying off a credit agreement early!

[Susammah]

Just an update.

I couldn't use 150 as I don't have any Sky products so I ended up doing an online chat.

After a long time explaining that I used the correct process to pay off my credit agreement, I was advised the process is either wrong or they processed my payment wrong.

The payment is on my 'bills' account which they can't transfer to my 'credit agreement/loan' account.  The only option given was I pay another £319.90 now and the assistant would talk me through the same process I originally did and they would transfer my payment back which would take up to 5 working days.

My option was to leave it as it was and the credit balance would paid it off by January 2027.  So that is what is happening 😆