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A company has charged me twice for the same purchase. What can I do?

The best place to start if you have been twice by the same company on your debit or credit card is by contacting the company who you paid.

But we realise it's not always possible to resolve a dispute directly with the retailer or supplier. If you can't resolve the issue we may be able to help you and start a claim.

What we need from you

It would be really helpful if you had the following information ready before contacting us:

  • The dates and amounts of the duplicated payments
  • A description of the goods or services you were paying for
  • Details of any contact you have had with the retailer or supplier to try and resolve this dispute

It's worth noting that if you have paid twice for the same purchase by another means, we will need proof of this in order to recover the money back. For example, it could be a copy of the cash receipt or another bank or card statement.

You can chat with the Retail Disputes team who are available from Monday to Friday 8am-8pm and Saturday 8am-6pm.

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