This guide helps with
- Identify common reasons for a different amount
- Check for a surcharge or instalment
- Confirm what was actually taken
- Request a correction if it's wrong
4 min read
What's happening
An unexpected amount usually has a simple explanation: a card surcharge added at the payment screen, a scheduled instalment that's smaller than the full balance, or a figure that was typed differently from what you intended. Genuine errors are rare, but if the amount really is wrong, the difference is yours and we'll correct it.
Check the likely causes
Before assuming an error, check:
- Was a surcharge shown on the payment screen and added to your total?
- Was this a plan instalment rather than the full balance?
- Does the amount match what you actually entered, even if it's not what you meant to enter?
If your records still don't line up, our guide on statements that don't match can help.
Confirm what was taken
Open your banking app and note the exact amount and date that left your account. Compare it with any on-screen confirmation or emailed receipt. Having both side by side makes it clear whether the difference is a surcharge, an instalment, or a true error.
Request a correction
If you're confident the wrong amount was taken, contact us through the contact page with:
- Your reference number.
- The amount taken and the amount expected.
- Your receipt or bank screenshot.
We'll review it and refund or adjust any genuine difference.
Good to know
- A different amount is often a surcharge or a smaller scheduled instalment.
- Compare what left your account with your receipt to see the difference clearly.
- Genuine errors are rare, but any real difference will be corrected.
- Send your receipt and the expected amount so we can review it quickly.
FAQ
Why was a surcharge added?
Card payments can carry a small surcharge to cover processing costs, shown on the payment screen before you confirm. It's added to the amount you entered.
The amount matches an instalment, not the full balance — is that wrong?
No, that's expected if you're on a payment plan. Each instalment is a portion of the balance. Contact us if you'd like to see the full schedule.
What if a genuinely wrong amount was taken?
Send us your receipt and the amount you expected. We'll review it and refund or adjust any real difference.
Still stuck? Our team is happy to help you sort it out.