topic Re: I was charged twice in October in Contracts & Billing

I was charged twice in October

mammadovagunel2 — Wed, 09 Oct 2024 08:28:36 GMT

Hi,

I had been charged twice in October. (2nd and 9th of October). I have left the UK and I cannot call 150 for support.

Please refund the last charge back to my card!

Re: I was charged twice in October

Michael_D — Wed, 09 Oct 2024 11:15:46 GMT

Hi @mammadovagunel2

Thanks for coming to the community.

Can you give me a bit more information on what it is you have been charged? (Please don't post any personal details)

Was it a direct debit payment or a card payment?

Michael

Re: I was charged twice in October

mammadovagunel2 — Thu, 10 Oct 2024 06:21:46 GMT

Hi Michael,

It was a direct debit payment. I am on a contract and I am always charged at the end of month. I was charged the 1st of October (which is normal) and my bill was paid. On October 9, the same amount of money (20.38 GBP) was taken from my card without my consent.

Re: I was charged twice in October

Michael_D — Thu, 10 Oct 2024 07:53:18 GMT

Thanks @mammadovagunel2

Was the second payment taken by card or was it on the direct debit as well?

Michael

Re: I was charged twice in October

mammadovagunel2 — Thu, 10 Oct 2024 09:46:06 GMT

Hi Michael_D,

It was on a direct debit from which the monthly GBP 20.38 was paid. In October, it was taken twice.

Re: I was charged twice in October

Michael_D — Thu, 10 Oct 2024 09:59:17 GMT

Have you requested to change your payment date? @mammadovagunel2

If not, can you check to see if the first payment was returned as unpaid? We'd go back in to try again around a week later if it was.

Michael

Re: I was charged twice in October

mammadovagunel2 — Thu, 10 Oct 2024 11:52:15 GMT

I haven't changed the payment date.

The payment was due October 1. On that day, there wasn't enough balance on my debit card and payment was declined. On October 3, I made a payment from the same card and received an email regarding successful payment. On October 9, there was a payment by direct debit (same amount) . It is also shown on my payment history like this:

09 Oct 2024

Paid - Direct Debit £20.38

03 Oct 2024

Paid - Credit Card £20.38

Re: I was charged twice in October

Michael_D — Thu, 10 Oct 2024 11:57:53 GMT

That makes more sense @mammadovagunel2

If you have a direct debit set up, and the first attempt fails, we do try to take the money again around a week later.

Any payments that are made by card would be an additional payment and not stop the second attempt at the direct debit.

You can either leave the additional payment on the account as credit and it will be used towards the next bill, or if you wanted to have it refunded, you will need to call our billing guides so they can access your account and arrange a refund.

Michael

Re: I was charged twice in October

mammadovagunel2 — Thu, 10 Oct 2024 12:13:13 GMT

Thanks Michael_D. If I leave it on my account, will that be used towards the next month's bill ? And no direct debit payment will be taken for the next month?

Re: I was charged twice in October

Michael_D — Thu, 10 Oct 2024 12:15:40 GMT

That's right @mammadovagunel2. It would sit as a credit balance on the account, then when the next bill is created it will deduct that amount from the balance.

If the next bill is the same amount or less, then there would be nothing to pay on direct debit. If the bill was a little higher, then you'd only pay the extra amount.

Michael

Re: I was charged twice in October

mammadovagunel2 — Thu, 10 Oct 2024 12:17:03 GMT

That makes sense. Thanks a lot for informing me about it and for your time!

Re: I was charged twice in October

Michael_D — Thu, 10 Oct 2024 12:33:55 GMT

My pleasure @mammadovagunel2

Take care and have a great day.

Michael