Duplicate Debit Card charge due to Timeout during Fibre Upgrade

[#1]

Hi there,

While helping one of my referred accounts to upgrade to fibre broadband, I had to make the router postage payment with my VISA Debit card, but while entering it was distracted - consequently the payment was processed but then 'Something went wrong…" and I was taken back to the login page…

I then went through the upgrade procedure again successfully, but when I checked my bank, I noticed two £6.99 payments had gone to Plusnet, one at 16:17, the other at 16:22…

The username of the account being upgraded is: [Removed]

Could you please arrange for one of the payments to be refunded?

Thanks in advance,

Tim

Moderators Note: Personal information removed

[#2]

Hi there. Thank you for contacting us. I'll email the account holder directly regarding this as it's account specific. You may wish to delete this post or edit it to remove the username to protect the information. Chris.