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Charged twice for topup!!!!!!

[ Edited ]
On the 21/05/19 I topped up my credit using the app and the first time it didn’t work so I did it a second time and it worked but when I looked at my online banking two 20 euro top ups had been taken from my account but one was not added to my credit. I rang a help line and they said the extra 20 euro would be back in my account in 4 days but it wasnt. I have rang since and the same thing was said to me! It’s been months and there is still 20 euro missing from my account.
 
 
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