I am struggling with getting through to anyone through the automate telepone service! I need to speak to someone only I paid my first bill via bank card, but after then setting up to pay by direct debit each month, they still took the payment I had already paid. Can someone help as to how I can speak to someone about this. Was considering cancelling through my bank and reverting to paying by card each month.
Forum TeamHi carliw3,
Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐
We're sorry to hear you've had 2 payments taken. When you have a Direct Debit set up on the account, once the bill is generated, an instruction is sent to your bank for the amount. When making an additional payment online via card, it does advise that if you have a Direct Debit set up, the amount will still be taken as normal.
The amount you paid via card, will be added to the account as a credit and will come off your next bill.
Moving forward, please just leave the payment come out automatically via Direct Debit.
Many thanks,
