About 50 people living in States housing were left short of money, after a computer system tried to take their rent out twice by mistake.
The problem was caused by a global issue with third-party payment software company Worldpay.
Express has spoken to several States tenants who described the recent situation as “stressful”. They explained that it left them struggling to pay for food and manage their bills while waiting for the situation to be resolved.
Ed Ashton, Director of Operations at Social Security, States Housing and Inclusion, said the issue meant “duplicate” payments were sent to some people’s banks. This marked the money as “pending”, leaving people “unable to access these funds”.
Mr Ashton said all affected tenants had been spoken to, but it was “important to stress that no duplicate rent payments have been paid by tenants and there is therefore nothing to refund”.
Worldpay has told the States the money would be released in three to five working days, and it was “understood that some people have already been able to access their money again”, Mr Ashton said.
Late fees
Lizzie – not her real name – told Express the situation had been “really stressful as we had no clue what to do” when two rent payments, totalling nearly £800, were taken out.
She had to phone her car finance company to let them know she would be late paying them, which she said will cost her £25 in late fees.
“My partner and I had to scrape together all our loose change together from around the house just to be able to buy some fruit, bread, milk and school lunch for our two children at school and 11-month-old at home.”
She said she was “relieved” the couple had enough nappies to last the week, but were “not able to provide the children’s luxuries or things they wanted even like a corner yoghurt for dessert or a magazine”.
They were also unable to do any proper food shopping and had to cut down on electricity to make sure their pre-pay meter lasted until the issue was resolved.
‘Hate not having bills paid’
Sarah – also not her real name – told us she found out about the issue when “all my bills started to bounce”, including her car payments.
While “housing were very good and explained everything to me and apologised”, she said it left her “panicking a bit as I have children and I hate having my bills not paid, but I managed”.
Sarah said she was expecting some charges and late payment fees, but was yet to find out the exact amount.
Both women said the duplicate rent payments had now gone back into their accounts.