Extremely Disappointing Experience With Final Payment and Poor Communication

I am extremely disappointed with my experience. On 28 July 2026, I made what I believed was my final payment. When I first attempted the payment, I received an error message, so I tried again. On the second attempt, I received a “duplicate payment” message, which confirmed to me that the payment had gone through.

I therefore believed my account had been settled. However, today I checked my online banking statement and discovered that the payment had been reversed. If I had not checked my bank statement myself, I would never have known that the payment had been reversed.

I am now being told that I still owe money and have to make the payment again, despite making the payment on 28 July. To make matters even more frustrating, I have had to speak to three different advisors today just to try and get clarity on what happened.

I have screenshots of the error message and the duplicate payment message from when I made the payment, which I can provide as proof.

This situation is extremely frustrating. Customers should be notified when a payment is reversed or rejected, rather than having to discover it themselves by checking their bank account. I should not be put in a position where I have to make another payment because of an issue that was not communicated to me.

I hope this matter is properly investigated and resolved, and that the payment process and communication with customers are improved going forward.