Billing - Rogers tried to double charge me!!

[ferasbulbul]

I signed up for auto payment on both my mobile and home internet accounts. Today Oct 17th is when. Usually charge my account. What happened is they charged me the first time as usual and the payment went through successfully and then they tried to charge me again but the transaction was denied. My guess is the bank flagged it but I’m not too sure. Now the problem is that the balance on my account was not cleared and they still want me to submit a payment before Oct. 25th. I called customer service and they said you have to speak to your bank after I clearly explained to them that the amount was already charged from my CC and it even shows on the billing page that the payment was successful and the card has credit way above the amount of the bill.  They kept insisting that the money was not received. Now I have no idea what to do with them! I called the bank and they said that yes we can see the transaction but now it’s still pending as it just happened today but rom my view the issue is solely from rogers side.

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[RogersMoin]

Hello, @ferasbulbul.

Thank you for being our Community member and for posting your billing concern.

I appreciate you signing up for auto payments; it has merits over manual payments. When you first set up the auto payments, the first payment withdrawal may take a full billing cycle. However, if your CC was charged, it should be posted immediately. If we receive the funds, your account balance in your MyRogers will show zero.

Since your bank says the transaction is pending, have they given a reason for it? You may want to reach out to your bank again to know why it's pending. If it can't be sorted before the bill due date, consider a one-time manual payment to avoid late charges.

Cheers,
RogersMoin