Double payment. Manual and pre-authorized payment

[Celestialcore]

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.

[rafee]

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.

[VirginPlusAntgio · Accepted solution]

Hi @Celestialcore,

Welcome to Community.

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

If the registration was made before or shortly after your billing cycle started, the payment will be made automatically. If you set up a preauthorized debit method the payment will be deducted from your bank account up to 18 calendar days after your billing date and if it was set up on your credit card it will be taken up to 5 business days after your billing date passed. 

All manual payments made within that period will not stop the transaction from completing itself.

Yes @rafee, you're correct, if a double payment was made on the account, the overpayment will be showing with either a (-) or a (CR) in front of the balance, this means no payment is required and the overpayment will be used towards your next bill.

Let the Community know if you have more questions.

[Celestialcore]

@VirginPlusAntgio 

Thanks for the clarification, but my balance due by december 1st does not currently show a negative sign.

[VirginPlusAntgio · Accepted solution]

When on the landing page of your MyAccount profile, you can look at the mention outstanding balance and you will see if you have a balance with a (-) or a (CR) in front @Celestialcore. 

[mishall0421]

I'm sorry for paying twice on 24th March.

Could you check this and let me know what I should do?

I am not good at English.

Please, give me a email what I should do.

[DL1]

Hi,

New customer so still figuring things out. I paid my bill a few days ago and noticed that my card was charged twice. I think that I must have set up automatic billing to my card when I signed on. 

Is there any way for me to get the manual payment back? If not, will it automatically be used as credit on future bills, or will the automatic payment still be made on those?

Thanks.

[0bhai]

Hi,

My bill was set up for automatic payment on January 4, 2023 but I paid it manually via the app on January 3rd. But this morning I can see that I was also charged again for the same bill via the pre-authorized payment. I contacted customer support but they couldn't find the double payment. Also it isn't showing up as a negative balance or with a CR sign on my Virgin plus app. What can I do now?

[nerren]

i paid twice my bill

i keep calling customer service to let them understand that the pre-authorized payment was refunded but not the manually that i msitakenly paid again.

any phone number that i can call that can go back to their system to check it.

very very very upset everytime i called and get transfer to ramdom department.

[gkhickman8]

i missed a payment last month and my autopayment was turned off. so i paid for two months on your website, they then turned auto payments back on and took it out of my bank again. can i get a refund please

[gkhickman8]

I was charged twice, and issued a refund on one of them,, just wondering how long it takes? it has been 2 weeks

[VirginPlusKris · Accepted solution]

Hi there, @gkhickman8. Welcome to the Virgin Plus Community.

It would depend on how the refund was issued.

Credit card refunds can take up to twenty business days. Cheque refunds can take up to thirty business days.

Please bear in mind that these are only timeframes, and can be subject to delay.

[H2H2ee]

I paid twice this month.
One time I paid directly, and the other time it was automatically paid.
How do I get a refund?
In the payments section of the "MY BILL" section of the Virgin app, (CR$) price is displayed.
If it is an automatic refund, when will it be refunded?

[Isaac]

I have a problem, i was supposed to pay for my July and August Bill, so I did a 9 of August. But, my prepayment was activated and the 10th of August made again the same payment for the two bills, so I got double charged. Help ASAP.

[Jiana]

Hi!

I registerd for pre-payment, but the payment was not made, so I made a bill payment with my credit card.

After that, the pre-payment was made and double payment was made.

I’d like to get a refund on my credit card.