A few of you have passed along customer complaints about this today.
Customer care and engineering is aware of a batch of users that were double "authorized" last night for next payment - and they may be seeing a pair of "pending" charges on their card. However, we don't think this will turn into duplicate payments.
The issue is limited to a set of billing renewals from last night. This is not currently happening to new authorizations today.
But, please let us know if users do see a pair of charges go through. We can send them along to customer care. The users may ultimately have to work directly with a billing agent and illustrate the double charge.
Below is the response customer care is sending these users.
“I’m sorry you’re seeing double charges on your bank statement. The charges may show as “pending” and one of them should fall off within a few business days. If the double charge does not fall off within a few days, please contact us back with a screenshot of your bank statement showing the double charge. Again, I apologize for the frustration this has caused.”
Customer care and engineering is aware of a batch of users that were double "authorized" last night for next payment - and they may be seeing a pair of "pending" charges on their card. However, we don't think this will turn into duplicate payments.
The issue is limited to a set of billing renewals from last night. This is not currently happening to new authorizations today.
But, please let us know if users do see a pair of charges go through. We can send them along to customer care. The users may ultimately have to work directly with a billing agent and illustrate the double charge.
Below is the response customer care is sending these users.
“I’m sorry you’re seeing double charges on your bank statement. The charges may show as “pending” and one of them should fall off within a few business days. If the double charge does not fall off within a few days, please contact us back with a screenshot of your bank statement showing the double charge. Again, I apologize for the frustration this has caused.”
