topic Re: Payments not going through - charged twice in Contracts & Billing

Payments not going through - charged twice

eirian — Tue, 20 May 2025 17:41:37 GMT

I've tried to make payments to pay my bill twice this month (1st time through Apple Pay around two weeks ago, 2nd time by card payment yesterday the 19th after receiving a text saying my payment is overdue), so they did not go through, and now I've been charged to pay £59.68 which is ridiculous. I've had no issue with the bank and I do in-fact have funds in my account. Has anybody else had this issue and how do I resolve it?

Re: Payments not going through - charged twice

Chris_B — Tue, 20 May 2025 17:51:21 GMT

@eirian Not paying on time results in late payment fees as per the contract T&Cs. The best way to sort this is to pay via direct debit in the future as it’s all automatic and you don’t need to do anything.
It’s not EEs fault your payment didn’t go through.

Re: Payments not going through - charged twice

eirian — Tue, 20 May 2025 18:00:44 GMT

It was not a late payments - I paid two weeks ago and again yesterday - both payments were taken out of my bank. I've had no problem with the bank and I do have sufficient funds, paying the double amount again is not fair really considering I have already paid twice??

Re: Payments not going through - charged twice

eirian — Tue, 20 May 2025 18:10:54 GMT

What do I do if I pay the amount and that also does not go through?

Re: Payments not going through - charged twice

Rach_H — Wed, 21 May 2025 07:50:21 GMT

Hi @eirian,

Welcome to the Community!

How is it you've been trying to pay and having issues? It might be worth giving our team a call and paying this directly with them, and they will be able to look into this if it still doesn't complete.

Rach

Re: Payments not going through - charged twice

eirian — Wed, 21 May 2025 14:48:23 GMT

That’s what I’ve been wondering. Been in contact with your team but that did not help so I’ve paid again yesterday to see if it will go through, I’ll give it 24hrs to clear and if no luck I’ll contact your team again 👍🏻

Re: Payments not going through - charged twice

Rach_H — Thu, 22 May 2025 15:23:05 GMT

Hi @eirian,

Have you had any luck after speaking with the team?

Rach

Re: Payments not going through - charged twice

eirian — Thu, 22 May 2025 16:22:28 GMT

It’s sorted now - I contacted the bank and the issue was on their regarding payments not going through (despite them saying firstly that there was no issue! 🤦🏼‍♀️). At least it’s solved now.

Re: Payments not going through - charged twice

Leanne_T — Thu, 22 May 2025 16:40:27 GMT

Hi there @eirian

Thanks for coming back to us and letting us know.

Have a lovely evening 🙂

Leanne.