Getting double-charged for anything can be stressful, but it can be no less frustrating if it happens and you don’t know what to do. So, if, after paying online through the various payment channels offered by the Land Transportation Management System (LTMS) Portal, you found out that your account was double-charged, don’t worry, you can get it fixed.
Double charges usually happen because of a system or connection error during the online payment transaction. The good news is, it’s not exactly uncommon and is usually fixable. If it happens for payments via the LTMS portal, here’s a step-by-step guide on what you need to do.
Why Does it Happen
Sometimes, LTMS portal users experience being double-charged when paying online due to system or payment processing errors. This usually happens when the payment doesn’t properly sync between the LTMS portal system and the partner payment gateway, causing duplicate transactions. While the issue is often temporary, it’s important to check your payment records and request a refund or reversal if needed.
Some of the most common reasons for double charges include:
- Payment page was refreshed or reloaded during processing
- Slow or unstable internet connection caused multiple payment attempts
- System error or timeout on the LTMS portal or payment gateway
- Accidental multiple clicks on the “Pay” or “Submit” button
- Delay or duplication in bank or e-wallet transaction confirmation
- Technical glitch during high traffic or server maintenance
What To Do
When it happens, here’s what you need to do:
Step 1: Wait and Monitor Your Account
Before filing a report, wait 1–2 business days to see if the system automatically reverses the extra charge.
- The LTO payment system and banks often do a daily reconciliation process, which can catch duplicate pending charges.
- Keep an eye on your bank or e-wallet transaction history to check if one of the payments gets refunded automatically.
Note: If, after two business days, both charges remain posted or deducted, move on to the next step.
Step 2: Gather Proof of the Double Charge
Prepare clear documentation before contacting LTO or your payment provider. This will help speed up the resolution process.
You’ll need:
- Date and amount of both payments
- Transaction reference numbers or IDs (from the LTMS Portal or payment provider)
- Screenshots of your bank or e-wallet statement showing the duplicate charge
- Screenshots of your LTMS transaction history (if available)
- Any receipts or confirmation emails you received after payment
Having complete details makes it easier for LTO to verify and process your refund request.
Step 3: Report the Issue to LTO Client Care
If the double charge is not reversed after 1–2 business days, contact LTO Client Care directly. You can reach them through several channels:
- Contact Form (Recommended): Visit the official LTMS website at https://portal.lto.gov.ph/ords/f?p=PUBLIC_PORTAL:CONTACT_US:111131922991906:::::
- Use the “Contact Us” form to submit your concern.
- Fill in your details and attach all supporting documents.
- Use the subject line: “Dispute of Double Charge.”
- Email: Send an email with your report and attachments to:
- clientcare@lto.gov.ph
- ltombox@lto.gov.ph
- In your email, include the following:
- Full Name and LTO Client ID (from your LTMS profile)
- Active email address and mobile number
- Details of the duplicated payments (date, amount, transaction ID)
- Clear explanation of what happened
- Hotline (Optional): If you prefer to speak with someone, you can call LTO at (632) 8922-9061 to 66 for assistance.
Keep in mind that refunds from government transactions may take time, but following up with the correct documentation helps avoid long delays.
Step 4: Contact Your Bank or Payment Provider
If the LTO doesn’t respond or the issue remains unresolved after a reasonable time (usually a few weeks), contact your bank or e-wallet provider to file a dispute or chargeback.
- Most banks have a time limit (around 45 days) to file a dispute, so act quickly.
- Explain that it was a duplicate charge for an LTO LTMS transaction.
- Your bank may provide a temporary credit while investigating the issue.
- Provide the same documentation you used for your LTO report.
By following these steps, you can properly document your concern, communicate it to the right channels, and get your refund or payment reversal processed as smoothly as possible.
Tips and Reminders
To ensure safety when processing online payments to LTO, take note of the following:
- Always transact through the official LTMS portal.
- Avoid making multiple clicks or refreshes while paying online—this can trigger duplicate payments.
- Save all receipts, screenshots, and confirmation messages from your payment provider and LTMS account.
- Be patient—refunds and reversals may take several days or weeks depending on the bank and LTO’s verification process.
For more information or to check your transaction history, log in to the official LTMS Portal here: https://portal.lto.gov.ph/.