MyVue

Dear Customer Services Team,
I am writing to request a refund following a duplicate charge that occurred during my visit to Vue Cinema, Oxford, on Friday 9 January 2026.
At around 16:00, I purchased four tickets online for a 17:15 screening. When my family and I arrived at the cinema at approximately 17:10, no confirmation email or ticket had been received, and the payment was still showing as pending on my bank account.

I explained this to the cinema staff and showed them the pending transaction, but I was advised that without a confirmed ticket I could not enter and should purchase new tickets at the counter and request a refund later.
With my children waiting and the film about to start, I had no real choice but to pay again at the cashier to avoid disappointing them. Later that evening, I discovered that the original online payment had also been completed, meaning I was charged twice for the same screening.
What was meant to be a simple family outing became a very stressful and upsetting experience, especially for my children.

I have attached screenshots showing both transactions, as well as a photo of one of the tickets purchased at the cinema.
I would kindly ask for a refund of the original online transaction, as the duplicate charge resulted entirely from the delayed confirmation, which was outside my control.
Thank you for your understanding. I sincerely hope this can be resolved fairly.
Yours sincerely,
Yousef Husain