Hi I went to pay for my Telstra prepaid credit using PayPal and it said it had an error with my card but still had charged my account but didn’t update on my phone so I put in the details that were missing thinking that would work and it did but it charged me again so I’ve been charged twice but it won’t let me cancel one of them through the app because it says I’ve only been charged once but my bank account says otherwise.
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with card payments, it depends on the exact details. If the payment was approved by your bank, but had failed at either PayPal or Telstra or their banks, then the hold may still go on for a card but would generally drop off Itself within a couple days. If it doesn’t and the payment comes off being an authorisation hold to be a completed transaction, speak to your bank who should be able to look at disputing the transaction as a duplicate. Especially if you have the evidence that the first one failed and only one was valid.
if it is showing as a direct debit, check your PayPal account and see if it shows two payments. If it does, then I would recommend disputing this with PayPal in your PayPal account to have them return the funds for you.
Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.
Hey @Lexi72, thanks for reaching out. I recommend speaking with our team 1258888 and they will be able to look into this for you.
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Contact the Prepaid Team Department.
They could refund it back as long as it would reflect in their system that you paid twice.