Spotting two charges for the same payment can be worrying, but don’t panic, it’s often just a temporary issue.
Why does this happen?
Your bank shows a payment as ‘pending’ while it’s still being processed:
In this case, the second charge usually won’t come through to us.
A duplicate payment is being reviewed by our Finance Team:
If you’ve already raised this with us, please allow them time to fully investigate, they’ll be back in touch as soon as possible.
What do I do?
- If you haven’t already, contact your bank to double check whether the second charge is a genuine transaction or just a pending hold.
- If you’ve spoken to us and are waiting for a response, sit tight. Our Finance Team is on the case and will update you once the investigation is complete.
- In most cases, pending charges will drop away automatically once your bank has finished processing them.