The issue arose from a third-party payment software provider which caused duplicate payment-related information to be sent to some people’s banks.
This resulted in certain sums being marked in bank accounts as ‘pending’, leaving those affected unable to access those funds.
One of those affected was Kirsty Cotterill, who lives in States housing with her husband and four children.
‘My rent comes out every Friday. My rent came out as normal last Friday and then there was a second duplicate payment that was marked as pending,’ she said.
‘The States were saying that they couldn’t refund it because they hadn’t received it. My bank couldn’t refund it because it’s a pending transation, so it’s been confusing.
‘No one could really tell me anything or advise me, other than they don’t know what’s going on.’
She said that while she tried to keep some money aside, but she also had family birthdays coming up and with quite a large family, her mum had to step in and help.
She was told it could take three to five days to go back into her account, and she finally gained access to her funds again yesterday.
‘I’ve got my son’s birthday coming up, I ran out of electric on the Monday morning. I don’t receive benefits and I’m not on income support,’ she said.
‘I’ve now asked Housing to cancel my direct debit going forward, and I will pay it myself.
‘It was a bit of a shock having that amount of money come out, £484 is not a small amount. My situation is quite fortunate and I have my husband, but there’s other people out there who wouldn’t be so fortunate.’
Ed Ashton, director of operations, Social Security, States Housing & Inclusion, said that about 50 people in States Housing had been affected by the payment issue, but he understood that the issue was more widespread, as it has also affected other organisations outside of government which receive payments.
‘There has been ongoing dialogue with the payment software provider, who has confirmed that this issue will not happen again,’ he said last Friday.
‘The provider also stated that the monies held would be released automatically by the relevant banks within three to five working days, so it is understood that some people have already been able to access their money again.’