Paid manually for bill but direct debit has still been charged, how do I get a refund/credit?

[charliepoocho]

Hi all,

I paid my bill about 2 days ago, but have been charged again for the same amount today via what I presume is direct debit. I have never had this issue after paying manually, but I did do it later than normal this time.

I read on some old forum posts that one payment amount should now be showing as credit in the app, but the “balance:” in the app says 0 still, so I haven’t been given credit. I’m presuming that’s where it would show anyway, under the make a payment part.

Do I have to wait for the credit to show in My O2? Why is it not there yet?

[Cleoriff]

@charliepoocho 

If you want to pay manually, you need to do this at least 5 days before DD is due. I doubt they will refund you It will be used as payment for next month.

If you need to contact O2, use this guide for contact details

Guide: How to find help & contact O2 

[charliepoocho]

I thought I replied to you already so I apologise if two posts come through, not sure if it’s not loaded yet or what.

I understand that it’ll likely be used as credit to pay next months bill instead but is it possible to view this credit in the app? Or is it only possible to view once next bill has been processed and it’s been used?

I just wanted to check if it was possible to view the credit amount somewhere online to ensure it had been credited to me - however if this is not possible that’s fine, I’ll just wait for the next bill amount. 

[Enlli]

I found that credits don't always appear in the app but do in the Web Version