This topic

Billed twice in four days

peadea — Tue, 21 Mar 2023 08:40:31 GMT

I pay BT once a month by direct debit. Four days ago this regular payment was made as usual. Today, the exact same payment was taken from my account. That's two payments in four days, instead of one per month. It took forever to find out how to query this, and the call handler seemed to be very, very aware that the double payment had been made. I'm guessing I'm not the only one, but I'm keen for that extra payment to be refunded as soon as possible. I'd also like to know how that happened, and if I'm not the only one, I guess a whole lot more people would like to know too.

Re: Billed twice in four days

wise1 — Tue, 21 Mar 2023 09:14:23 GMT

You are not alone - my direct debit was taken on 17th and again today 21st - sat on the phone for 20mins on hold and gave up once I saw your posting. Something very wrong has happened and it needs fixing quick!

Re: Billed twice in four days

derekscarborough — Tue, 21 Mar 2023 09:45:36 GMT

Just checked my bank account and the same thing, payment taken on the 17th and a second payment taken today.

What's going on ? I would like my money back ASAP.

Could the Mod's take a look and tell us what is going on.

I don't know if there is any connection but I get two emails each month regarding my bill payment, but have never had two payments taken before.

Re: Billed twice in four days

RobbieMac — Tue, 21 Mar 2023 10:01:22 GMT

Hi @peadea @wise1 & @derekscarborough

Thank you for your posts!

I am sorry for the mix up with your Direct Debit payments. I have sent each of you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thanks,

Robbie

2 payments in 4 days

Chloe_wollaston — Tue, 21 Mar 2023 10:26:42 GMT

I pay for my broadband monthly

This month I have been charged twice in 4 days and see I'm not the only person who has had this issue please can you tell me what is going on

Thank you,

C Wollaston

Re: 2 payments in 4 days

RobbieMac — Tue, 21 Mar 2023 10:53:25 GMT

Hi @Chloe_wollaston

Welcome and thanks for your post.

I am sorry for the mix up with your Direct Debit payment. I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thanks,

Robbie

Re: Billed twice in four days

Megandonald101 — Tue, 21 Mar 2023 11:27:56 GMT

Hi there,

I am in the same situation, please advise how I will get my money back.

Re: Billed twice in four days

stuart291 — Tue, 21 Mar 2023 11:41:15 GMT

Clearly BT know that there is a problem here since the below alert is posted on their website.

If you’ve experienced a duplicate Direct Debit for a bill you’ve already paid, please be aware that we’re working on fixing the issue now and it should be automatically refunded shortly. We apologise for any inconvenience this may cause.

This probably requires a general statement from the moderator, rather than requesting individuals to send their details? There may be many thousands of them!

Hopefully there won't be too many people incurring penalties as result of these errors.

Re: Billed twice in four days

Staffie23 — Tue, 21 Mar 2023 11:43:28 GMT

Same thing has happened to me

Re: Billed twice in four days

dgrob — Tue, 21 Mar 2023 11:43:28 GMT

The same has happened to me.

I'm guessing that the batch file for March 17's Direct Debits has been erroneously resubmitted for payment on 21st.

Having worked with BACS systems myself I am sure that BT will now be in no doubt whatsoever of this error and should be acting fast to put it right.

Customers are fully protected by the Direct Debit guarantee.

I therefore don't feel I need to report it to BT myself - I shall just wait for it to reappear in my bank account.

If this temporary extra debit impacts you e.g. it makes you overdrawn you should talk to your bank.

Re: Billed twice in four days

Rhys3 — Tue, 21 Mar 2023 13:16:38 GMT

..and another one. Checked my bank account this morning and saw that there were two direct debit payments to BT for the same amount - on 17th and 21st of the month.

I then had the choice of being on hold to the bank or BT for a long time. Neither a fun task, very annoying.

Re: Billed twice in four days

glenys17 — Tue, 21 Mar 2023 13:18:36 GMT

Same has happened to me.
Really annoyed about it - BT better get their backsides into gear and refund us all quickly.

Re: Billed twice in four days

BazB — Tue, 21 Mar 2023 14:05:38 GMT

Also billed twice 17th and 22nd.

Spent 20 minutes on phone to BT yesterday after bank warned me Direct Debit was going to be taken twice. Was told it definately would not be taken twice as my bill was paid.

Re: Billed twice in four days

dgrob — Tue, 21 Mar 2023 15:13:42 GMT

BT will presumably refund this a.s.a.p. but if the refund is to go via BACS it will take two days i.e. Thursday 23rd.

In the meantime BT ought to be sending an email to all those affected explaining and apologising.

Re: Billed twice in four days

VoxyLady — Tue, 21 Mar 2023 16:19:31 GMT

Hi
This seems to be a wider problem... quick Google search and signed up to the forum to post here also, as EXACTLY the same has happened to me.
The BT Account and Billing page has the following message up - so hopefully an automatic fix for those affected:

*If you’ve experienced a duplicate Direct Debit for a bill you’ve already paid, please be aware that we’re working on fixing the issue now and it should be automatically refunded shortly. We apologise for any inconvenience this may cause.*

BT direct debit charged twice

JulioP — Tue, 21 Mar 2023 19:25:00 GMT

Hi guys,

I have noticed today that my BT bill for this month has been charged twice, on the 17th and 21st of March.

I called this morning and I got an automated message saying there was a problem with the direct debit and they were working on it, so I didn't even wait to speak with a customer service rep.

Do we know when this is going to be solved?

Thanks, Julio

Re: Billed twice in four days

Sunshine123 — Tue, 21 Mar 2023 21:16:51 GMT

Hi I have also been overcharged first direct debit on the 17th then another payment today that made me go overdrawn.please let's hope it get sorted asap .it has never happened before

Charged Direct Debit Twice

Dirobesh — Tue, 21 Mar 2023 23:23:25 GMT

I've had two direct debits taken from my bank in the past four days, instead of just the one. Could you please look into this and sort it out. Thanks.

Re: Billed twice in four days

Dirobesh — Wed, 22 Mar 2023 00:10:19 GMT

Exactly the same scenario with me - here's hoping they sort it out quickly.

Re: Billed twice in four days

GillJ1972 — Wed, 22 Mar 2023 10:00:57 GMT

Hi, the exact same thing has happened to me!! Any idea of when I will get refunded the additional payment taken?

Thanks

Gill