Unresolved payment

[Shersher]

I would very much appreciate your help and advice with the matter below.
I have an issue in regards to an outstanding bill which has now been highlighted only because I contacted VERY today to require the passcode to download the game purchased with the console.
I ordered on credit an Xbox one including Minecraft already included and FIFA,on 24/11/18 which by error the order went through twice.
I paid by credit card in full for one of the items on the agreement the other parcel would be returned.
The outstanding balance was £290.96 until the other item was returned and credited back to my account.
The item was returned and credited back 7/1/19.
Not long after my account started showing my full credit £1050 but still with an outstanding balance of £290.96.
Eventually my account was corrected and showed 00.00 and £1050 credit.
I contacted VERY today as my son needs the passcode for Minecraft.
I was informed that I can’t have the code as I still owe £219.90 for the Xbox!!
Apparently on VERY records I was refunded twice for this item and the payment I made on day of purchase was used towards a much later order.
I have raised an official complaint but I am desperate for advise as I know I do not owe anything.
Please can I ask for your assistance to help investigate and resolve this issue??


Sent from my iPhone

[Amethyst]

Did you have other outstanding invoices due at the time you placed your order?

I think you're going to have to ask them for a full transaction list so you can see exactly what's going on with the account and then you will be a position to make a formal complaint. It seems that because you paid in full that should have been that, but because of the cock up, the replacement payment has come off the account rather than being a direct full payment for the specific item ( Xbox ).