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I have been debited twice but it’s impossible to get my money back

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Sorry for the long post. I recently went to the post office and paid £42.80, placed my debit card in paid and it was “accepted” on the machine but no receipt printed off and the gent behind the counter said it had been rejected, placed my card in again and it worked and the receipt printed off. Upon looking at my banking app that night it showed -42.80 twice with a clock symbol to say the transactions were being processed. On Sunday I contacted the bank through my chat function ( I bank with Virgin) and they told me that it had definitely been “debited” twice and that the Post Office had taken payment twice and to let them know about it.
 I’ve been down to the Post office this morning, shown them conversations I had with the bank, shown them my banking app to say it’s -£42.80 twice. He rang someone up and the lady on the phone says that as long as the initial rejected transaction said £0 on the receipt then it was a banking issue. The gent showed me the initial receipt that he luckily kept ( I have the receipt showing the transaction that went through)  and it did say on the receipt that the transaction was rejected and I should be refunded automatically, if not they said it was definitely a banking issue and nothing to do with them. 
I then got home to contact my bank m told them what the post office said and they point blank told me “ we cannot refund “cleared” payments, the post office has definitely taken it twice , we can see they have taken it twice on our end and that it is their issue and they should be refunding you the payment”

I am just being passed around between the post office and the bank and neither seem to take any responsibility with this , I know if I go back to the post office they will probably refuse to give me the money and ask me to contact my bank and the bank will tell me t9 contact the post office, I’m in a loop. Any suggestions helpful as in times like this losing £42.80 is a lot of money 

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  • lisyloo
    lisyloo Posts: 29,739 Forumite
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    Did you take a photo of the receipt you were shown by the post office on your phone?

    I think I would be doing a chargeback with the bank.
    a copy of the receipt (of phone photo) would be really useful
    get it quick before it’s gone
  • Brie
    Brie Posts: 11,204 Ambassador
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    Very odd - I've had this happen with my Virgin1 debit card at a local shop.  As with you they swore the payment had only been taken once but also said that their machine had been acting up all day.  When the debit was showing twice on my account I only had to contact Virgin1 (which is part of RBS) and it was sorted immediately.  

    It's possible that your Virgin account (might not be RBS?) will need a copy of the rejected transaction slip in order to get things processed.  Otherwise the post office needs to refund you.
    "Never retract, never explain, never apologise; get things done and let them howl.”
  • CD31
    CD31 Posts: 20 Forumite
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    lisyloo said:
    Did you take a photo of the receipt you were shown by the post office on your phone?

    I think I would be doing a chargeback with the bank.
    a copy of the receipt (of phone photo) would be really useful
    get it quick before it’s gone
    I took this photo earlier when I went, as you can see the amount taken according to receipt was £0.00 and that the transaction was cancelled yet the money still came out for this transaction and the one that went though the actual time it worked successfully 
  • molerat
    molerat Posts: 32,275 Forumite
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    edited 26 September 2022 at 2:54PM
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    If it is showing the clock symbol then it means it is pending, not debited.  The amount was asked for by the machine so the account will hold it.  Being rejected does not mean your bank rejected the transaction, there could have been a failure in the handshake process somewhere along the way and if the terminal did not get a positive response it rejected the transaction.  The receipt states that nothing was taken, your bank is still waiting for that terminal to confirm it wants the money - it won't so the transaction will fall off in a few days.  The second one will go on to debit from the account.  There is nothing to dispute, nothing to chargeback, nothing has been taken from your account.
  • CD31
    CD31 Posts: 20 Forumite
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    molerat said:
    If it is showing the clock symbol then it means it is pending, not debited.  The amount was asked for by the machine so the account will hold it.  Being rejected does not mean your bank rejected the transaction, there could have been a failure in the handshake process somewhere along the way and if the terminal did not get a positive response it rejected the transaction.  The receipt states that nothing was taken, your bank is still waiting for that terminal to confirm it wants the money - it won't so the transaction will fall off in a few days.  The second one will go on to debit from the account.  There is nothing to dispute, nothing to chargeback, nothing has been taken from your account.


    The clock isn’t showing , it was initially in the day it happened but the payments have now cleared and been fully processed. The bank have told me today that the money HAS now been taken out twice and they can’t refund it because it’s not their issue and it’s up to the Post Office to refund it …..but the Post office say the bank need to deal with it , hence the loop and why I asked the question 
  • marcia_
    marcia_ Posts: 2,179 Forumite
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     You need to request a chargeback it's definitely the banks issue IMAO 
  • CD31
    CD31 Posts: 20 Forumite
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    marcia_ said:
     You need to request a chargeback it's definitely the banks issue IMAO 
    I’ll give them a call tomorrow although the bank on the chat function have told me this isn’t possible 
  • marcia_
    marcia_ Posts: 2,179 Forumite
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    CD31 said:
    marcia_ said:
     You need to request a chargeback it's definitely the banks issue IMAO 
    I’ll give them a call tomorrow although the bank on the chat function have told me this isn’t possible 
     It is if you have not received the thing you've paid for. Ring and speak to someone else.
  • sourcrates
    sourcrates Posts: 29,354 Ambassador
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    edited 26 September 2022 at 7:56PM
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    CD31,

    Escalate your request for a refund from post office counters, to a complaint, best done in writing.
    Enclose copies of your evidence that payment was taken twice.

    Don`t attempt to deal with it at grass roots level, as they will just go on assumptions instead of policy.

    Make sure to let them know you are being passed around from pillar to post, so you expect them to deal with this.

    Write to us at:


    FREEPOST Post Office
    Customer Care

    Email: polcustomercare@postoffice.co.uk

    Further complaints

    If you are unhappy with the response you first receive, you can ask for a review of your complaint under our appeals procedure by writing to the following address:

    Appeals Manager
    Branch and Customer Support Centre
    Post Office Ltd
    1st Floor
    Future Walk
    West Bars
    Chesterfield
    S49 1PF

    If you are not satisfied with our final response, you may be able to refer your complaint to the appropriate Ombudsman or redress scheme as detailed below.

    Complaints to the Financial Ombudsman Service

    If you make a complaint about a Post Office Limited Bureau de Change service or Postal Orders (but excluding Overseas Property Money Transfer), and you are not happy with our final response, or if 8 weeks have passed since you first raised the matter with us, you can ask for an independent review by contacting the Financial Ombudsman Service:

    The Financial Ombudsman Service
    South Quay Plaza,
    183 Marsh Wall,
    London,
    E14 9SR

    Email: complaint.info@financial-ombudsman.org.uk
    Website: www.financial-ombudsman.org.uk

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  • penners324
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    Bank issue, get them to refund you.


    And the earlier poster claimed Virgin Miney is part of RBS. No it isn't.
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