Incorrectly charged

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Level 1
Hi there,
I spoke with a TPG rep last week about a text for insufficient funds, however the account transfer was not actioned and I was advised 2-3 days and it will be finalised.
I Checked my account yesterday and have noticed I was charged on the 13th. It gets super frustrating to be told so many things.
Can someone please confirm what is going on with my account, as it should have been shut down on the 5th.