Money was debited, but I have no confirmation
Keep the debit record, payment date, amount and currency. Check whether the payment is marked pending or completed in the channel you used. Contact that channel with the reference before repeating the payment.
I paid, but the service still shows unpaid
Compare the reference on the invoice with the reference used for payment. Keep both records. Ask the institution issuing the invoice to check whether the payment has been matched to the correct obligation.
The amount is different from what I expected
Check the bill amount, currency and any separately displayed charge. Keep the original invoice and confirmation so the difference can be identified. Request the calculation from the party that issued the charge.
I may have paid twice
Keep both transaction references and the invoice they relate to. Raise the possible duplicate through the payment channel’s confirmed support route. A refund depends on the transaction and applicable terms; do not make an additional payment to someone promising to release it.
I need to make a complaint
Set out the issue, relevant dates and references, any previous correspondence and the outcome you are seeking. Ask for the complaint reference and keep it for follow-up. Avoid sending passwords, PINs or full card details.
A useful message includes
- The service or payment type.
- The invoice and payment references.
- The date, amount and currency.
- What you expected and what happened.
- A safe way to reply to you.