Being charged twice

[BigHaze]

So I've recently paid my latest bill for £58 amd its been over a week since I paid it and now I get a notification from my bank saying a direct debit is due even tho I've paid last week I'm abut confused 

[Peter_W]

Hi @sammileighshaw.

Thanks for reaching out to us here on the Community!

We would absolutely expect the upfront payment for any failed credit check to be returned; if you check your bank account does this show as a fully completed payment, or is it still pending?

Often if an order fails the money will never reach us, but your bank will have already reserved the funds, so it just takes a bit of time for these to be released again.

It should definitely be quicker than two weeks though, and we usually recommend 5 working days.

Have you spoken to anyone at our end about this yet?
Peter

[sammileighshaw]

Yes but all the person really went on about was trying to get me to buy broadband after telling me that I failed at even getting the phone after that he basically said that if I was to consider buying the broadband that I would probably be able to get it next time but didn't mention anything about my refund and then when I did question about it the phone was put down which I find really disrespectful which is why I am now writing to you and letting people know I was charged twice look at the system I'm not lier and okay it's been over a week I wouldn't be complaining about it would I why don't you just do your job right and simply refund me your saying that I failed at getting the phone so in that case I want My money back and as for the broadband you will not get a penny more unless this is sorted if not I'll be changing service providers and I will be going to the papers trust my husband works with them everyday now please I just keep being pushed to buying more things like I said if you send me the phone then I won't want a refund but if not I'll have the money you took refunded the full amount aswel 

[sammileighshaw]

They have also charged me twice for a upfront cost on a phone I apparently failed for whatever reason I waited well over 5 days before I brought the issue up but what is making me annoyed is that I still have not received any of my money back instead they just kept going on about how I should get broadband with them then next time I won't fail on getting the phone I want when I tried to keep it about the phone they just simply said yeah I'm ringing to tell you that I'm basically not getting the phone anyway but yet they charged me twice and haven't given me anything back it's a joke I'm so angry about this 

[Michael_D]

I can appreciate your frustration @sammileighshaw. We don't have account access on the community, so we aren't able to see what has happened with the order or what is happening with the payment.

If you look at your bank, has the upfront payment been fully taken, or does it show as a pending payment?

Michael

[sammileighshaw]

It's just showing that you took 2 payments of £30 each time so £60 in total

[Michael_D]

Are they showing as pending payments with the bank though @sammileighshaw?

If they are pending, we haven't taken the money. If they are completed, you will need to give our billing guides a call so they can access the account and order to look into this.

Michael

[sammileighshaw]

To be honest I would of said that I have sorted out the situation but unfortunately I still haven't received my refund I just wanted to calm down before I wrote because I didn't want to get stressed out with it all this talking to to be honest I just want the full refund to be honest because this is causing me so much stress I'm thinking of changing service providers seriously when it's got sorted out which hopefully it will anyway thanks for the help 

[Leanne_T]

Morning @sammileighshaw 

I am sorry you haven't received the refund. 

Just to check, have you been back in touch with our mobile guides to see if this has been processed? If so, the refund can take 5-7 working days to show back in your available balance. 

Thanks 🙂

Leanne.