Charged Twice

I have a direct debit set up to pay my broadband bill from the joint bank account I share with my partner. This goes out of my account around 10 days before my bill due date.

This month, on my bill due date, I was also charged from my own personal bank account for my broadband, being marked as a ‘Subscription’ to Virgin media. I don’t have a direct debit set up from this account, and my bill was already showing as paid.

Why was I charged twice? How can I get a refund? How can I stop it from happening next month?

The helpline just sends me in circles, sending me a text to set up a new direct debit and ending the call.

thanks.