Top up charged


#1

I’ve made a top up of 90€ from my personal French debit card and I was charged of 91,16€ - why ? The support service don’t answer me


#2

The system recognized your card most likely as a commercial card. You can provide support with some proof that your card is indeed a personal card and they can update their payment processing for you to avoid this fee.


#3

I’ve always used the same cards. This is the first time this happened


#4

BIN databases are updated sometimes, they might have a different vendor for this data, I don’t know. As long as you’re using an EEA issued personal card, support should be able to help you with this.


#5

If they answer me…


#6

Theres a waiting time due to huge demand. Just write them everything they need to know to look into your case once an agent is assigned to it.


#7

The randomness of this is frustrating, together with what seems to be a permanent “we are too busy to talk to you” period from support. It’s all pretty amateur.


#8

Support service refund me yesterday. It was easy to prove them that I used a personal card.
Satisfied


#9

@Eduarda Can you please advise how did you prove that it’s a personal card?
Thanks


#10

I’ve send them a print screen of my online banking account which included my name and the 4 last digits of the card I’ve used to top up