What to do if you've been charged twice for the same invoice
If you believe you've been billed twice for the same period or invoice, here's what happens next and what you can expect from us.
How we investigate
Once a double billing is reported, our accounting team reviews your transaction history and cross-checks all relevant payments to identify exactly what occurred. We look at both the invoice records and the corresponding payments to confirm whether a duplicate charge has taken place.
What happens after the investigation
We'll follow up with a clear explanation of what we found and the steps we're taking to fix it. If a duplicate payment is confirmed, we'll correct your account and ensure the error is resolved promptly.
How to reach us
If you have questions or need an update while we're investigating, contact our support team using this form. Please attached the Termina invoice and retailer bills with overlapping billing periods so that we can resolve the issue promptly.
Any other questions?
You can add any additional questions on the request form along with your primary issue.