topic Re: Charged initial payment twice in My Account/Billing

Charged initial payment twice

AtomLagoon — Sun, 22 Mar 2026 14:54:31 GMT

Hi there, I just signed up to plusnet and after checking with my bank it turns out that I've been charged the initial payment twice.

The "Billing and payments" section of my account on the website only shows one payment whereas my bank shows two.

Can this please be fixed?

Re: Charged initial payment twice

trigon27 — Sun, 22 Mar 2026 19:36:18 GMT

exact same thing happened to me

Re: Charged initial payment twice

quelquod — Sun, 22 Mar 2026 20:05:12 GMT

And ……? Just can’t stand the suspense!

Re: Charged initial payment twice

pjmarsh — Mon, 23 Mar 2026 14:30:59 GMT

Are they both definitely payments? Could one of them be pre-authorisation and the other being the payment? I've heard of banks being slow to remove the pre-authorisation at times, particularly on debit cards.

Re: Charged initial payment twice

AtomLagoon — Tue, 24 Mar 2026 00:02:49 GMT

That might be possible. At the minute they look exactly the same from my end but I'll keep an eye on it.

Re: Charged initial payment twice

AtomLagoon — Sat, 28 Mar 2026 19:19:05 GMT

It took about a week but the additional charge has been removed from my card. So it could have been a pre-authorisation. I've not seen one take this long to be cleared up before. Or maybe it was something else and got fixed anyway.

Thanks

Re: Charged initial payment twice

pjmarsh — Sun, 29 Mar 2026 15:00:07 GMT

That sounds like a pre-authorisation which is controlled by your bank. The only thing Plusnet could do would be to refund it to you, which would show up as being paid into your account from them, with the original payment still showing as well.