What to Do If You Get Charged Twice

A double charge occurs when a single purchase results in two identical transactions appearing on your bank or credit card statement. This situation can arise from various factors, including technical issues, such as system glitches or errors in payment processing software. Sometimes, human error, like a cashier accidentally swiping a card multiple times, can also lead to duplicate charges. Additionally, pre-authorization holds, often used by hotels or rental car companies to ensure funds are available, might temporarily appear as a second charge until the final transaction settles.

Confirming the Duplicate Charge

Before taking action, it is important to verify that a duplicate charge has indeed occurred. Begin by thoroughly reviewing your bank or credit card statements, either online or through physical records. Look for two transactions that are identical in amount, date, and merchant name. It is also important to differentiate a true double charge from a pending authorization, which is a temporary hold that usually resolves itself within a few business days.

Note down specific details for both transactions, including the exact transaction amounts, the dates and times they appeared, and the precise merchant names. If available, also record any transaction identification numbers or order numbers associated with the purchases. This detailed information will be crucial for any subsequent communication with the merchant or your financial institution, providing clear evidence of the issue.

Resolving with the Merchant

Once you have confirmed the duplicate charge, contact the merchant directly. Many businesses prefer to resolve such issues internally and can often do so more quickly than a bank. Gather all the transaction details you noted, including dates, amounts, and any reference numbers, before reaching out.

Contact the merchant through their customer service phone number, email, or in-person. Clearly explain that you have been charged twice and provide all the relevant details. Document every interaction, including the date and time of your call or email, the name of the representative you spoke with, and any reference numbers they provide. If the merchant agrees to issue a refund, ask for a confirmation number or email verifying the refund.

Disputing Through Your Bank

If attempts to resolve the double charge with the merchant are unsuccessful or they are unresponsive, dispute the charge with your bank or credit card issuer. Most financial institutions provide methods for initiating a dispute, such as online banking, a dedicated phone number, or a written letter. It is best to wait until the charge has fully posted to your account before initiating a dispute.

When contacting your bank, provide all gathered transaction details: merchant’s name, date, amount of duplicate charges, and evidence of your attempts to resolve with the merchant. Banks investigate disputed transactions. Your bank may issue a provisional credit, temporarily returning funds during investigation. This provisional credit appears within one to three business days, though it can take up to ten business days. The full investigation can range from 30 to 90 days, though complex cases might extend beyond that timeframe.

Strategies to Avoid Future Charges

Being proactive can reduce the risk of future duplicate charges. Regularly monitoring your bank and credit card statements allows you to quickly identify and address suspicious transactions. Many financial institutions offer alert services that notify you of every transaction, providing immediate awareness.

When making online purchases, exercise caution with payment buttons, avoiding multiple clicks, especially if the website is slow. Keep digital or physical records of purchases, like receipts or order confirmations, as documentation for disputes. Using secure payment gateways and reputable merchants minimizes processing errors.