Update from allpay - duplicate Direct Debit payments
2017 - September, Latest news
We have been contacted by allpay to advise us that customers paying by Direct Debit may be subject to duplicate Direct Debit payments due to an error in their systems.
The following statement has been released by allpay:
Thank you for your patience during our system issues. We have now resolved this problem and have instigated customer refunds.
This process is underway and all customers will receive a refund of the duplicated payment by Tuesday 12th September. Your customers will be able to clearly identify the refunded amount in their statement.
It is important that you understand which of your specific customers are affected. We are compiling a detailed report of those impacted. As you will appreciate, our priority has been refunding your customers money as fast as practically possible.
Next week, your customers will receive a written apology from allpay for this inconvenience and details of their refund.
As a result of the high volume of calls we have been receiving and to help assist your customers, we have extended our call centre hours until 7pm this evening. We will also be open from 8am until 12noon tomorrow.
We want to reassure you that this incident is isolated to payments taken on the 8th September only.
Finally, please accept our unreserved apologies for the problems this has caused you and your customers.
Please contact firstname.lastname@example.org if you require further details.
Our mailing address is:
Fortis et Fides
Whitestone Business Park
For more information, or if you have specific queries relating to your account please contact your Income Officer on 0116 257 6716.