Subject: Query Regarding Multiple Payments Taken from My Account

Hi,

I would like to request a full explanation of the payments that have been taken from my bank account, as I believe I may have been charged multiple times for my monthly bill.

After reviewing my payment history, I have noticed the following successful payments:

April 2026

• 24 April 2026: £19.99 Direct Debit - Successful

May 2026

• 4 May 2026: £19.99 Direct Debit - Successful
• 8 May 2026: £19.99 Card Payment - Successful
• 8 May 2026: £19.99 Card Payment - Successful

June / July 2026

• 23 June 2026: £22.79 Direct Debit - Successful
• 1 July 2026: £22.79 Direct Debit - Successful
• 10 July 2026: £22.79 Card Payment - Successful (paid today)

I understand there are also failed payment attempts shown on my account, but I am not querying those. My concern is with the successful payments that have actually been taken from my bank account.

For the billing period from 11 June to 10 July, my monthly bill should only be £22.79, yet I can see three successful payments of £22.79, totalling £68.37.

Likewise, in May I can see three successful payments of £19.99, and I do not understand why these additional payments were taken.

In addition, I made a card payment of £22.79 today, which is showing as successful. However, my account is still showing an outstanding balance of approximately £22.79. Could you please explain why my account is still showing that amount as outstanding when the payment has already been taken successfully today?

Could you please provide:

• A full breakdown of every successful payment taken from my account.
• Which monthly bill each payment relates to.
• Why multiple successful payments have been taken.
• Why my account still shows an outstanding balance after today’s successful payment.
• Confirmation of whether I have been overcharged.
• If any payments have been taken in error, when they will be refunded.

I have attached screenshots of my payment history showing these transactions.

I would appreciate a full investigation and a clear explanation of my account, as I am concerned that I may have been charged more than I should have been.

Thank you, and I look forward to your response

kind regards 

Ella