Streaming services are incredibly convenient—until they aren’t. Recently, I ran into an unexpected issue with my BritBox subscription: I was double charged. What began as a simple glance at my credit card transactions turned into a frustrating journey through payment records, app settings, and finally, customer support. If you’ve been double billed or suspect something similar, my story might save you time and effort.
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TL;DR
I was accidentally charged twice for my BritBox subscription—once through the app store and once directly through the BritBox website. It took some careful investigation to figure out why it happened, followed by several rounds of communication with customer support before I got a refund. The process was frustrating, but persistence and detailed documentation paid off in the end. If you’re dealing with a double charge, check all platforms and payment sources before contacting support.
How the Double Charge Happened
After noticing a duplicate charge for $7.99 on my monthly statement, I initially assumed it was a billing glitch. But a little digging revealed that I had two active subscriptions to BritBox—one billed through Apple’s App Store and another through the BritBox website. This was not something I thought was possible, let alone something I ever intended to set up.
The breakdown:
- Charge #1: From Apple, tied to my iOS app.
- Charge #2: From BritBox.com, charged directly to my credit card.
I had unknowingly activated a subscription via the website first, and then, a few months later when reinstalling the iOS app, I re-signed in and inadvertently started a second subscription via the App Store. The overlapping billing cycles meant I paid twice for the same service, receiving zero added benefit.
Double Subscriptions: How Common Is This?
Apparently, it’s more common than you’d think. Many streaming services like BritBox offer subscriptions via multiple platforms—web, mobile apps, even smart TVs. Without unified account tracking across platforms, systems can struggle to detect when someone has already subscribed through another source. If you log into a BritBox app on a new device and see a prompt to subscribe, it’s dangerously easy to click through without realizing you already have an active subscription.
This issue isn’t unique to BritBox—it can happen with any service that utilizes multiple payment gateways without centralized billing control.
Navigating BritBox Customer Support
The challenge began when I tried to reach someone to explain the mistake. Most services don’t offer immediate phone support, and BritBox was no different. Here’s the route I took:
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Step 1: Check documentation
I pulled up all my recent billing statements and made sure I had screenshots of both charges. I also logged into my Apple account and my BritBox.com account to grab subscription start dates and invoice IDs. -
Step 2: Attempt self-service cancellation
Through my Apple ID settings, I was able to cancel the App Store subscription. BritBox.com also had a “Manage Subscription” button that let me view and cancel the duplicate. -
Step 3: Submit a help request via email
At BritBox’s support page, I filled out a form under the “Billing Issues” category. I detailed the double charge, included my documentation, and kindly asked for a refund for one of the charges.
I didn’t expect a fast response, but to their credit, BritBox replied within 48 hours. The first email was a bit generic, reiterating their policy and reminding me that subscriptions started via third parties must be handled through those platforms. That meant Apple wouldn’t issue a refund just because BritBox said so, unless I contacted Apple support separately.
Bouncing Between Platforms
The real headache began here. Even though BritBox acknowledged the issue, they pointed out that only Apple can refund purchases made through the App Store. So, despite the mistake stemming from having two overlapping subscriptions with the same service, I had to contact both BritBox and Apple separately to resolve this.
I went to Apple’s support site and used the “Report a Problem” tool. I submitted the billing date, the app’s name, and an explanation of the accidental double subscription. After a brief chat with an Apple Support rep, they approved my refund “as a one-time exception.”
Lessons Learned and What You Should Do
This experience taught me how surprisingly easy it is to pay double—even for something as routine as a streaming service. To avoid ending up in a similar situation, here’s what I strongly recommend:
- Audit Before You Subscribe: Always check if you already have an active subscription through another platform.
- Avoid Mixing Platforms: If you subscribe via the website, stick with that. Using app stores later can create redundancy.
- Keep Documentation: Save emails and payment receipts. Screenshots of invoices can save hours later.
- Act Quickly: Many platforms have a limited window for issuing refunds. Don’t delay once you spot an issue.
Was the Support Experience Good?
BritBox’s support was helpful but limited in authority—they couldn’t process App Store refunds, even if they wanted to. Apple’s support was responsive, but their refund discretion depends on a variety of internal policies. Ultimately, neither platform gave me a horrible experience, but the lack of integrated support was definitely frustrating.
A centralized billing and subscription management system would’ve made this experience much smoother. Until companies implement that, the burden falls on us, the consumers.
Conclusion: Stay Vigilant with Subscription Services
In this age of digital subscriptions, overlapping services and platforms can easily lead to mistaken double payments. My BritBox experience was a lesson in billing awareness, cross-platform integration (or the lack thereof), and the importance of meticulous record-keeping. Thankfully, with persistence and a bit of polite assertiveness, I was able to secure a refund and eliminate the redundant subscription.
If you’re facing a similar issue, don’t panic. Follow a methodical path: check where each payment originates, gather your evidence, and be prepared to interact with more than one support system. The process may not be quick, but resolution is possible.
Have you checked your subscriptions recently? It might be worth taking a closer look—you could be paying for something twice without even realizing it.