I recently found myself in an interesting situation.
A client contacted me directly with a request. As per the request he only contacted me so even if the price for the lead was high and I had the choice of not accepting it, I did, because I didn't have any other job at hand and it was just fast money. Not a lot for sure, but fast.
Only two minutes later I received 2 requests from the same guy, for the same job, with different variations of his name. I obviously declined because I already accepted the first and paid for it.
The guy hasn't replied after that because he probably received the notification that I declined the job.
That lead, for a job of "$500 or less" (that could mean anything) cost me $82 and there's no way to request a refund because I did accept the "lead".
I have the feeling that clients have NO clue how Thumbtack works, and we end up paying the price all the time. Literally.
@HeydelC they don't give you a different answer, you just mentioned that some of your emails were going into your junk folder so I was going to suggest calling to make sure you were receiving all of the information from us.
I'm happy to get you more clarification on your concern though. Can I get the first name of the customer in which you were charged multiple times?