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Your Homes Newcastle direct debit glitch

September 11, 2017 4:41 PM

Your Homes Newcastle (YHN) have informed councillors that some of their customers experienced issues with their Direct Debit payments on Friday 8th September. Unfortunately, customers with Direct Debit payments on that date had their account debited twice due to a problem being experienced across the country by their Direct Debit provider, Allpay. To rectify the error, Allpay aimed to re-credit the accounts of all affected customers on the same day. However, this was not possible, so some customers will be receiving credits to their account by the end of Tuesday 12th September.

Allpay have confirmed that they will also reimburse any customers who incur banking charges as a result of this money being debited twice, and YHN has been talking to customers to provide support for anyone in particular financial hardship by providing an emergency payment before the credit clears.

Both YHN and Allpay will be writing to affected customers to provide further information and an apology for the inconvenience. YHN will continue to work closely with Allpay to ensure this is fully resolved and that it won't happen again.