Double payment taken in error. Told I had to wait 72 hours before contacting them about it. Now I have more than £400 less than I should have in my current account. Direct line failed to take my premium. I couldn’t see how to pay on line. I used the chat to ask for help. The bot put me through to a human being who told me I would need to pay in the chat app. I was sent a link to make a secure payment. The human assistant said it had been rejected and sent a link for a second attempt. They said the second attempt was successful. I checked my banking app there were 2 pending transactions this was the reaction from the assistant. *Sarwar* Please do not worry, one pending payment will be rejected by the system and in case if you have any issue, you can contact us back after 72 hours and we will help you accordingly. Is it fine? I replied it is not fine. *Sarwar* I understand ******, System does not take payment twice so one payment would be rejected, in case both the payment is processed successfully ( this should not happen), you can contact us back after 72 hours and will get this investigated and if payment is taken twice, you will be refunded one payment. Rest assured. Unsurprisingly both payments went out of my current account today leaving me without enough money to cover upcoming expenses. Obviously I haven’t waited 72 hours to contact them. Why on earth would waiting 72 hours help resolve this? I have filled in their online complaint form but after previous bad experiences with direct line am not expecting them to return my money any time soon.