This is my first payment and I wasn't sure if I had set up a direct debit or not. And I ended up being double billed for my recent broadband service. I believe I was charged once via direct debit and a second time with a separate payment.
I try to reach out via phone calls but it didn't work.
What can I do now?
Forum TeamHi Meganchenla 👋
Thank you for reaching out to us on our community forum and welcoming you with big virtual arms 🤗
We are sorry to see you feel like you have been billed twice and there seems to be some misunderstanding 😞
If you are a new customer and your services are just starting with us, your first bill will include a pro rata charge. This means you are billed in advance from the day your service starts up to the end of your first billing cycle.
After this initial bill, your future bills will become regular and consistent (i.e., normalised).
You can view a detailed breakdown of your bill anytime through our app here.
If you want to know more about our bills and how they work you can find out more here.
Need more help from us or anything else, please don't hesitate to reach out to us on here.
Thank you.
The following VM page details your first bill and how it's produced:-
Hello,
Thank you for the reply.
I understand the pro rata charge, but my issue is that I believe I was charged for my "first bill" twice. There were two separate transactions for the same amount.
Is it possible to check and get a refund or make it become a credit for the next two upcoming payments?
To make it even clearer. This has resulted in me paying £59.98 twice, and my regular monthly payment should be £29.99.
This is my first payment. The payment due date is 17th September. I didn't know whether I had a direct debit set up or not. I wasn't being able to pay via the app since it kept showing up with an error. I ended up making a payment via the website on 16th of September. And I checked my bank account last weekend and found out I had another payment go through on the morning of 17th.
Forum TeamThanks for explaining meganchenla.
I'm going to send you a private message to have a look at both payments.
If you can check your logo at the top right of your screen, that would be great.
Gareth_L
