Charged twice

[Lucylou83]

I have been charged twice on my phone bill, I paid my phone bill early due to extra charger, I was told the direct debit would t be taken out as I had paid …unfortunately the payment as been taken out and I’ve paid twice..how to I go about sorting this.

[Chris_B]

@Lucylou83  If you paid yourself after you received the bill this doesn’t stop the DD from being taken as the moment you received the bill it automatically started the process to take the DD.  

To pay manually you need to pay before you get the bill this then sits on your account to be taken once you receive the bill,      

You’re manually payment at present is sitting n your account and will remain there until the next billing period and will then be used towards that bill. 

If you want this back now you’ll need to call customer support to request the payment back. 

[Michael_D · Accepted solution]

Hi @Lucylou83 

Thanks for coming to the community.

If you have a direct debit set up, we would automatically take whatever the balance is on the bill around 8 days after the bill is created.

If you do pay by another means, it would be an additional payment and leave the account in credit.

If you give our billing guides a call, they'll bring up your account and be able to arrange a refund for one of the payments.

Michael