What happened with my 1 February 2021 direct debit?
Unfortunately, we mistakenly deducted direct debit payments for certain customers who would normally pay on 1 February 2021 on the earlier date of Friday 29 January. As soon as we noticed this error on Friday 29 January, we applied a credit to all customers who were impacted, effectively reversing the incorrect deduction. There should’ve only been a few hours between these transactions.
The correct payment was then deducted from these impacted customers on Monday 1 February.
How did this happen?
Direct debit payments are taken on the 1st of each month, but because Auckland Anniversary fell on 1 February this year the payment file was submitted on the last working day of January, with the intention of payments being collected on 1 February.
How does this affect me?
Having applied a credit to all customers, reversing the deduction, we realised that in some cases, payment was not initially collected due to insufficient funds. This meant that some customers have received a credit from us, for a payment we had not yet received.
Customers who pay on other days or by other methods were not affected.
What happens next?
We’re contacting all customers by phone, who received a credit from us, where we did not initially collect a payment on Friday 29 January. We’ll work through a solution together.
What if I have questions?
If you were affected by this error and you haven’t heard from us yet, and you’d like to talk to someone please don’t hesitate to get in touch with us on 0800 88 22 88 or firstname.lastname@example.org – we’re here to help.
Changes we’ve made
We sincerely apologise for any inconvenience our error has caused and we assure you we’ve put a plan in place to ensure it will not be repeated in the future.