I was charged twice in October

[mammadovagunel2]

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!

[Michael_D]

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

[mammadovagunel2]

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. 

[Michael_D]

Thanks @mammadovagunel2 

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

Michael

[mammadovagunel2]

Hi Michael_D,

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

[Michael_D]

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

[mammadovagunel2]

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

[Michael_D]

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

[mammadovagunel2]

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? 

[Michael_D · Accepted solution]

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