Double pay

[coldan]

Hi,

I renewed my account on April 1 but couldn't make calls on April 2. I had to pay again. I would like a credit to my account for the extra payment and to make sure that this doesn't happen again.

Regards,

Coldan

[Rachel26]

This just happened to me too.

[Yummy]

As long as you see funds on your account, there is no need to ask for refund as funds will be used for next renewal.

To avoid potential autopay failures, you could add monthly payment amount few days before renewal day.

PM takes money from your account first then will charge your card for the balance. This way if autopay fails your service will not be interrupted if full renewal amount is in your account.

[coldan]

Thanks all for your advice. I do want the amount to remain on my account for next month's payment. I will reach out to them as suggested.

[coldan]

Thanks all for your advice. I do want the amount to remain on my account for next month's payment. I will reach out to them as suggested.

[JL9]

It probably has to do with the suspend issue that went on for a day. Although they usually don't do refunds they may do it under the circumstances of you reach out, although as people have mentioned.. It may be easier to leave the funds in your account for next renewal. 

[HALIMACS]

@coldan 

Is the amount of the 'extra' payment displaying here (see below) on your self-serve account?

If so, recommend leaving it there to use against next cycle renewal.  Don't worry, if you are also on auto-pay, you'll still receive the associated reward for being on auto-pay even if funds are taken from the available funds and not the payment card.

[kb_mv · Accepted solution]

@coldan What does your payment history show in your account? They actually charged you on 1 April and then your service stopped working on the 2nd? If so you will need to open a ticket with a CS agent to find out what happened. As for a refund, it takes up to 30 days to refund your money so having it put back into your account to be used next month is probably easiest.

You can contact the CS Agent one of 2 ways.

1. Open a ticket through the automated ticketing system (faster response time) by clicking the chat bubble located at the bottom right of this page or ---------->Click Me<---------- ;

2. Contact them through direct messaging at the following link (note this way may take longer for a response);

---------->Click here<----------

In either case you should receive a reply within 48 hours though they are typically much faster. Keep an eye on the envelope icon top right for replies.