Have you ever opened your bank statement and discovered that you've been double charged for a purchase? Or perhaps you've spotted a transaction that you suspect might be fraudulent? It's a concerning situation, but don't worry - you're not alone, and there are steps you can take to resolve it! We will guide you through the process and offer solutions to address these issues.
Step 1: Verify the Charge(s)
The first thing to do when you are confronted with unfamiliar charges is to conduct research.
Double Charges: If you suspect double charge or billed multiple times we encourage you to carefully review your transaction history. For example, make sure that you were indeed charged twice for the same purchase. Sometimes, it may appear as a pending transaction initially but then correct itself. Also, during the checkout process, if you click the checkout button several times, this can also generate a duplicate transaction - patience is key to avoid these discrepancies!
Unrecognized Transactions: If you did not recently make a purchase on our website and have concerns about fraud on your account, start by reviewing your recent bank statements, credit card statements, or online transaction history. Ensure that the charge is indeed unfamiliar and not a legitimate transaction you forgot about. Pay attention to the date, amount, and merchant name associated with the charge. Sometimes, merchant names on statements may differ from what you expect due to parent companies or processing names.
Collect Evidence:
Note down any details you have about the unrecognized charge, including screenshots of transaction dates, amounts, and any reference numbers.
Step 2: Contact Our Support Centre
If you've confirmed that you were double charged or find you still do not recognize a transaction, please reach out to our Customer Support Team as soon as possible! Click here to Submit A Ticket so we can investigate further. When contacting support, please gather the following details:
Be Patient and Monitor Your Account: Investigations can take time to resolve, and we are committed to supporting you efficiently during this process so be patient during the process. While the dispute is ongoing, regularly check your account statements and transactions to ensure that the double charge is not repeated.
Remember that prompt action is key to resolving these issues. Your financial security is important to us, and we're here to help you every step of the way. Together, we can ensure a swift resolution to any unexpected charges on your account!
If you have any further questions or need additional assistance, don't hesitate to contact our Customer Support Team by Submitting A Ticket