Upfront payment twice

[AlexHanmore]

I've recently upgraded my phone to Galaxy s9. This required a payment of £112.00 for my old device and £39.99 for the upfront payment on the new one. However two lots of the £151.99 are showing as pending transactions on my account, taken ten minutes apart whilst I was ordering the upgrade (both to o2) I have contacted the online chat team who claim only one payment has been taken and this was for £112.00 (old device payment) and that I would require a GED reference number for the second payment for them to investigate. My bank have not heard of this GED reference number and the payment o2 have evidence is incorrect anyway, it should be £151.99. Dont feel like I'm getting anywhere talking to online chat as I just keep getting assured that I am mistaken.

[Cleoriff Level 94: Supreme]

Hi @AlexHanmore You wont get anywhere talking to online chat. They arent the best when dealing with account issues. You need to ring Customer services https://www.o2.co.uk/contactus

They are open now so give them a call.

Edited to add a GED number is a reference for the payment taken from the bank With this O2 will be able to locate details of payment if any.

It may well be the funds are reserved and have not yet been taken from your bank. Make sure you contact the bank and instruct them not to release the second payment

[MI5 Level 94: Supreme · Accepted solution]

It’s a common question regarding payments.
One entry is the actual payment in process and the other is a shadow which will disappear once the payment has fully cleared your account.
O2 operates a pre authorisation process which creates this shadow entry.

[AlexHanmore]

Thank you. I'll check with the bank today.