If you think you’ve been billed twice for the same period, what you might be seeing is a reversal, which is where your previous bill was calculated wrongly.

When this occurs we ‘reverse’ (or refund) the whole amount of the incorrect bill, and then charge the full correct amount.

This is the same as calculating the difference, but it may appear as if you have been billed two similar amounts since it will appear next to the charges for your current bill.

If you have checked for a reversal and still feel you’ve been charged twice please contact our Customer Services team.