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Update 11 September 2017
Our payment partner Allpay took duplicate payments from some of our customers yesterday. We’re very sorry about that – the duplicate payments should all be refunded by the end of tomorrow, 12 September 2017.
If you notice that this has happened to you please don’t use the direct debit guarantee reclaim process through Allpay because this may result in both payments being refunded and you could end up in arrears through no fault of your own.
Allpay have confirmed customers can claim any bank charges incurred due to the duplicate payments, by contacting Allpay at firstname.lastname@example.org
Customers will need to provide confirmation of charges and on receipt of this, refunds will be arranged. Customers can contact Allpay by telephone on 08445578323 although as expected they are experiencing a high number of calls at the moment.
We’re working with Allpay to make sure this doesn’t happen again.