I received a message confirming our first bill. I paid this manually and then set up a direct debit. Today payment was taken from another of my bank accounts for the very same bill. I suspect I provided these bank details when signing up.
Will the duplicate payment be refunded or adding to my account as credit?
Thanks. I was expecting the first bill to higher - that isn’t the issue. I paid the bill manually and then a few days later the exact same amount of money was taken from my bank account
Forum TeamThank you so much for letting us know what’s happened Slwray. We completely understand how worrying it can be to see a duplicate payment taken, and I’m really sorry for any confusion this has caused.
We can confirm that if you’ve made a double payment for the exact same bill, the additional amount will remain on your account as a credit. This means it will automatically be deducted from your next bill, so you won’t lose out. Just as a quick note, first bills are usually higher than normal because we charge a month in advance, so that might explain why the amount seemed larger than expected.
Thank you for your patience while we clarify this – if you have any other questions or need further help, please don’t hesitate to reach out. We’re here to make sure everything is sorted for you😄
