Update - 13 December 2018: Any affected customer who had the extra payment taken by AllPay received a refund back into their bank account on Monday (11 December). Any customer who may have incurred bank charges as a direct result of this will be able to get a full refund from AllPay once proof is provided. We are currently awaiting an incident report from AllPay about this and please be assured that Magenta Living will be seeking assurances that this will not happen again.
08 December 2017: We have been made aware that we are having a few issues with Allpay Direct Debit payments. Please check your bank statements to see if any duplicate payments have been taken. We are investigating this with our Income Team.
The initial advice for our tenants is for them to ask their bank to reinstate the money under the Direct Debit guarantee.