Duplicated charges

If you've made a purchase using your card and this purchase is showing up twice in your account, then there has likely been a processing issue. Normally the merchant will reverse the duplicated transaction.

First, check the status of the transaction. If it's ‘Pending,’ please monitor the transaction as the merchant should reverse it. This will release the hold on these funds and refund your account. If they don't, it'll automatically be canceled it if it remains ‘Pending’ for more than 14 days. 

If the status of the duplicated transaction is ‘Complete’ and the merchant hasn't processed a refund transaction, then click on ‘Contact us’ below and submit a ticket. Our team will work to help you resolve the problem and recover your funds where possible.

Please provide the following information:

Transaction ID for the original and duplicated transaction
Date of the transaction
Amount of the transaction
Merchant name

In the 'Description' section please include additional information, such as any error messages received.

Please be aware that you have 75 calendar days to dispute a transaction. Once this period has elapsed, we may not be able to claim the money back on your behalf. 