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Double payment taken online

Update:11-30Source: network consolidation
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On 31st May, I paid my monthly bill, in full as normal.  I noticed when looking at my account later on that 2 payments had been taken.  I contact customer services who told me to contact my bank to get it back.  I did this and the bank advised that as I paid with a Debit Card rather than Credit card, BT already had my money and so I should get a refund from them.  I contact customer services again and the advisor said no problem, I would get it in 5 working days and gavve me a reference number.  As no payment has been received, I contact customer services today on live chat (Rudradeep Singh) to be told that the amount has been put against my next bill and would not be refunded.  Can anyone help me as although only £36.70, I need this money back due to tight budgets this month.

The Best Answer

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If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
They can be contacted using this link BT Care Team
They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.