Some payors whose payments began processing on November 4, 2026 are seeing what appears to be a second charge for the same payment. Our back-end processor identified an issue in how these payments were transmitted to banks, which caused some payments to be submitted twice. Our team is working directly with the processor to correct this and will coordinate reversals for affected accounts.
About the Duplicate Charge
Why does my bank show two charges for one payment?
Sunbound processed your payment one time, and our records show a single draft on your account. Our back-end processor identified an issue in how these payments were transmitted to banks, which caused some payments to be submitted twice.
Is the second charge real, or is it pending?
It may be either. Some second charges are still pending at the bank, while others have posted. In either case, the duplicate charge will be reversed for affected accounts.
Will I get my money back?
Yes. Our team is coordinating reversals of the duplicate charges for affected accounts. No action is needed on your part to receive a reversal.
I only see one charge. Do I need to do anything?
No. If your bank shows a single charge, no action is needed.
Will this happen again next month? Should I turn off autopay?
We are working with our back-end processor to identify the cause and prevent it from happening again. You do not need to turn off autopay, though you can change your payment settings by signing in to your Sunbound account at any time.
What to Do Now
My account is overdrawn and I have other bills coming due. What should I do?
Please contact your bank as soon as possible. Your bank can review the duplicate charge and may be able to reverse it or stop the payment.
Should I place a stop payment on the second charge?
If you are able to wait, we recommend allowing the reversal to complete rather than placing a stop payment. A stop payment placed alongside the reversal could also reverse your original November payment and leave a balance on your account. If you need immediate assistance, please contact your bank directly.
Can I dispute the charge with my bank?
We recommend allowing the reversal to complete rather than filing a dispute. A dispute can reverse your original November payment and leave a balance on your account.
Fees and Reimbursement
Will Sunbound reimburse my stop-payment fee?
Yes. Once your bank has charged the fee, send us a bank statement or transaction report showing the charge. Because your bank details are encrypted in our system, a member of our team will schedule a call with you to verify your account information before sending the reimbursement.
Will Sunbound reimburse my overdraft fees?
Yes. Please send us the bank notice or transaction report showing the overdraft fee. We will reach out to confirm bank details once received.
Will Sunbound reimburse an NSF fee charged by my community?
We are working directly with community leadership, and all communities have been made aware of the situation.
Sending Us Information
What can I do to help?
No action is needed to receive a reversal. If you need to coordinate a fee reimbursement, please email us a copy of your transaction report showing the fee. Be sure to cover or remove your full account number before sending. Our team will be in touch with next steps.
How do I contact Sunbound if I have more questions?
Email us at help@sunbound.ai. We are receiving a high volume of messages, so responses may take longer than usual. We appreciate your patience as our team works through every request.