Hi blaisesheehan,
Thank you for reaching out to us in our community and welcome, sorry to hear you have been charged twice, once a Direct Debit is active on the account, as soon as the bill is generated the payment is automatically set to come out Via the set up account, if a manual payment is made after the bill has been generated this will just sit on the account as a credit however if the payment was made before the bill is generated then this would come straight of the bill.
You can call us on either 150 from a Virgin Landline or 0345 454 1111 from any other phone, we can then arrange a refund back the where the payment was made, alternatively you can leave the credit on the account which would come off the next bill.
Regards
Paul.
