Money taken from bank twice on same date

[#1]

Billed Can someone sort this chat always off and phone well been trying 4 weeks paid for bill with bank card and money taken twice on same day 4th time in 6 months toal shocking please sort it

Moderator's note by Adie (Dvorak) moved body text from tag.

[#2]

Hi there, 

Sorry to see this, can you send me a private message with your username please? 

Adam

[#3]

Moderator's note by Dick (Strat): This thread is now in the appropriate board.

[#4]

Any up date for me please

[#5]

Well 7.35pm another full day and still no further forward useless springs to mind

[#6]

Did you send Adam the private message?

[#7]

Hi Deb1!

I am sorry to hear that you have been billed twice, I can assure you this does not sound right at all!

I would assume, if you have paid by card, that you paid this within 5 working days of your direct debit date. At this point, the direct debit is already in processing with the bank and there is no way for us to recall the request - even if we receive a card payment to cover the bill.

Of course, I cannot confirm if this is correct or not, as I would need to access your account to do so and we cannot do this publicly. Please send me a PM so we can begin getting to the bottom of this for you

I will also just advise that the Live Chat for Mobile is available between 7:30am-10:00pm. We are not aware of it being down or unavailable at all within the past few weeks, but I will be sure to have this looked into.

As with our Live Chat, our call volumes have been relatively low the past few weeks, so I am unsure as to why you have been struggling to get through. Is it possible that you are calling the wrong number? The one to get through to mobile specifically is 0800 0791133 - Option 1, or by dialing 500 free from your Plusnet SIM.

Thanks
Liv

[#8]

Do not pay by direct debit pay through this site with bankcard and yes it was taken twice

[#9]

Just receivef a email saying ive marked this as fixed didnt no i had was a mistake but may i ad that i got a reply off it havent had a msg or anythink since yesterday SO NO ITS NOT FIXED MOR LIKE IGNORED

[#10]

Did you pm Liv as requested in the above post?

[#11]

Hi @Deb1!

I'm sorry for the delay in getting back to you, unfortiunately Liv has had to take some unexpected time away from the office.

If you direct the PM towards me I'll be more than happy to look into this for you

Thank you

-Oli