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Billed for failed transaction

I'm a participant level 1
I'm a participant level 1


I was upgrating my plan + phone (iphone 13 red). but when I made the payment it never showed up "order sucesfull" but it was charged to my debit card. I spoke with the customer service and they said FIDO never got the money. but My bank said they did.




Hi there @maovidales , sorry to hear that you've not had confirmation of your payment. Sometimes bank payments can take up to 5 business days to show up on your billing account. You should see some form of confirmation once the funds are processed with Fido. You can check your account to see if you have an order pending through the app, online account or customer service. I hope you see something soon.