I was charged twice for the same payment

Two deductions for one payment — how to confirm it’s really a duplicate and how to get the extra charge refunded fast.

First: confirm it’s genuinely two charges.

A pending charge and a failed attempt can look very similar to two real charges at a glance. Before raising a ticket, check your bank or mobile money statement carefully:

• Look for two entries that are both marked successful or settled — not one success plus one pending, reversed or failed attempt.

• Each real charge will have its own separate reference number. Note both.

• Note the exact amount and time of each charge.

How to report a confirmed duplicate

1. Raise a ticket clearly stating it’s a duplicate charge — put “Duplicate charge” in the subject line.

2. Attach both transaction references — not just one — plus both amounts and the time of each charge.

3. Support will confirm which payment was applied to your account and process a refund for the duplicate.

Duplicate charges are traced and refunded manually, so the more detail you provide upfront, the faster it resolves — tickets with both references included are typically settled much faster than tickets with one or none.