Why are there two charges on my account?
What to do if there are unexpected or duplicate charges on a patient account
Escalate to human agent Potential duplicate charge - escalate to a human support agent immediately for investigation.
While waiting for the agent to respond:
- Confirm the patient's full name and phone number linked to their account
- Ask them to confirm the amounts and dates of the charges they're seeing
- Reassure them the team will investigate and resolve it promptly