Billed twice.

[sublime360]

I Paid my bill on the 27th and ive been billed via direct debit aswell , i mistakenly thought it wouldnt come out as my card had expired and that was the one attached too my bill.

Is it possible to recieve a refund for one of these payments i've attempted to call 0345 454 1111 but every option under billing just results in them sending me a text with web links with no options to speak to a real person (Great customer support that btw.) .

[Kath_F · Accepted solution]

Hi sublime360, 

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 been charged twice for the same monthly bill. Once a bill is generated, that Direct Debit is then planned. If you decide to make a payment early, then when making the payment it does warn you that any Direct Debit payments will come out as planned. We're not able to refund payments taken I'm afraid so you now have 2 options:

• 1) As your card payment would have cleared the balance, the Direct Debit payment will show as a credit on your account meaning your next bill will be taken from that payment first. This means the Direct Debit will remain active and there'll be nothing further for you or us to do. 
• 2) You can speak to your bank to indemnify the Direct Debit that was taken. This means the bank will refund the payment but your Direct Debit will then be cancelled. Going forward you would then need to ensure you are paying your bill manually each month. You will be able to re-set up the Direct Debit once your next bill is paid manually and your balance is 0. You can do this via My VM here. This link will show the steps and also has a wealth of information to help answer further queries.

For future reference, if you have a Direct Debit in place, it's always best to leave this process so you don't find yourself in this situation again. 

Let us know how things go and if you need anything else, you know where we are 🙂

Thanks,

[LucaM1]

I had the same issue, except I had already made the first payment of my contract and only after I set up the direct debt. Extremely surprised (and disappointed) to be billed twice. Where can I see if I have credit on my balance? Thanks?

[Tudor]

"my card had expired and that was the one attached too my bill." Cards have nothing to do with Direct Debits, which come directly from your bank current account.

[Robert_P]

Hello LucaM1

Sorry to hear of the payment confusion, we appreciate you taking the time to raise this via the forums and welcome to the community.

Any additional payments made to accounts over what the bill was produced at would sit on the account as a credit balance. This can be viewed via your online account which you can sign into here.