topic Re: Charged twice in Member Benefits and My Account

Double payment. Manual and pre-authorized payment

Celestialcore — Wed, 23 Jul 2025 19:35:48 GMT

Hi, I recently got my plan setup and when I got the price for my first bill I enabled pre authorized payment but still payed my first bill manually, it said that I had $0 owed and when the billing date rolled around I was charged again through pre authorised payment. I want to request a refund but I'm having problems with the support system.

Re: Charged twice

rafee — Mon, 22 Nov 2021 18:28:12 GMT

I'm fairly certain this'll how up as negative balance on your account and you won't have to pay any bill for next few months if you don't do anything at all. However, if you need the money back, I think someone from customer support should be able to help you out.

Re: Charged twice

VirginPlusAntonie — Wed, 16 Sep 2026 12:09:33 GMT

Hi @Celestialcore,

Welcome to Community and thanks for your post.

We can definitely understand where the confusion came from, not to worry as we're here to shed some light on the matter.

Processing delays will differ depending on the pre-authorized payment method chosen and all manual payments made within that period will not stop the pre-authorized payment transaction from completing..

Pre-authorized Credit Card payments (PACC) are taken up to 5 business days after your billing date.
If setting up your PACC for the first time; the first automatic withdrawal will begin the next full bill cycle.
If updating or setting up your PACC on the day of the billing date or within the next 10 calendar days from the billing date - if you complete a manual payment you may be charged twice and end up with a CR on your account.
Pre-authorized Debit payments (PAD) are taken up to 18 calendar days after your billing date. Important: if the PAD processing date falls on a Saturday, Sunday or on a holiday, the debit will be done on the next business day.

For other payment methods, we invite you to check out Ways to pay your monthly bill and with help setting up a payment method, the How To article How to Find Your Virgin Plus Account Number or 14‑Digit Client ID for Online Banking and Pre-authorized Payments.

Yes @rafee, you're correct, if a double payment was made on the account, the overpayment will be showing as a credit with either a (-) or a (CR) in front of the balance. This means the credit will be used towards your next bill.

Let the Community know if you have more questions.

Re: Charged twice

Keval — Wed, 16 Sep 2026 12:08:29 GMT

I paid my bill already, and then they deducted it by themselves, and hopefully I got credit back, but now they took all my credit (53.13), and also they sent me a new bill. I don’t understand what you guys want. If you need money, send me a request for it; I will pay you, but don’t play like this. And I don't want those money back.

Re: Charged twice

VirginPlusAntonie — Wed, 16 Sep 2026 14:34:47 GMT

Hey there @Keval ,

Welcome to the community and thanks for your post.

We invite you to check out the accepted solution above to learn more about preauthorized payments and what happens when a manual payment is made when one is active.

You can rest assured that if a double payment was made, the overpayment was used to cover your next invoice. In the instance the overpayment was not enough to cover the new invoice, Virgin Plus will only withdraw the difference.

We invite you to check out your bill and payment history directly in My Account for confirmation.

Let the community know if you have more questions.

Re: Double payment. Manual and pre-authorized payment

Rick Chapman — Mon, 02 Nov 2026 21:16:33 GMT

My most recent bill amount (for Oct 2026) was withdrawn twice (on the 15th AND the 17th) by your pre-authorized payment system. How do I get the second payment refunded?

Re: Double payment. Manual and pre-authorized payment

VirginPlusAntonie — Tue, 03 Nov 2026 15:15:04 GMT

Hey there @Rick Chapman ,

Welcome to the community and thanks for your post.

We invite you to review the accepted solutions above to learn more about double payments and how to proceed.

Let the community know if you have more questions.