JustAnswer - 2 Charges, £38 Charge Unjustified
I recently needed medical advice and went to what I believed was the official NHS 111 online service. During this process, I was somehow redirected to JustAnswer without clearly realising that I was no longer dealing with the National Health Service, but with a paid third‑party service. On 25 October 2026 I had an online chat with a doctor via JustAnswer and was informed that I would be charged £7 for this service. I accepted this charge and can see the £7 payment on my bank statement dated 28 October 2026. However, when I checked my bank statement again, I noticed an additional charge from JustAnswer for £38 on 2 November 2026. I did not authorise or knowingly agree to any £38 payment, subscription or membership. I do not recall being clearly informed that I was signing up to any ongoing plan beyond the one‑off £7 consultation. My name is Richard Hugge** and I used the email address richard_hugge**@yahoo.co.uk for this consultation. I have not yet contacted JustAnswer or my bank, as I first want to understand on what basis this £38 has been taken. I kindly request that you cancel any membership or subscription that may have been started on my account, with immediate effect, and that you refund the £38 charged on 2 November 2026, as I did not knowingly consent to this payment. I also ask that you confirm in writing that no further charges will be taken from my account without my explicit and informed consent.
I have been to my bank. They say that the £38 charge by JustAnswer is indeed a continuous payment and have put in place a stop in order to prevent further paymebts form my account to JustAnswer. They have also filed a merchant complaint on my behalf which they say could take up to 7 weeks ot resolve. I still hope this issue can be resolved amicably.
The £38.00 charge to my bank account has been refunded (9 Nov). My bank told me by SMS and I have seen the entry online on my account. That is good news. Because the £38 was identified by my bank as a continuous payment I now need to see whether there will be another charge in a month's time. If not, only then will I know that all is well and that payments have stopped. Till then a big thank you is due to Xolvie for their part in getting this progress so far. So thank you Xolvie, keep up the good work.
