7 March 2020 - Duplicate Payments
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Saturday, 7th March, 2020
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00:22am
Early morning on Saturday 7 March 2020 our senior technical team were working at replacing our main server we use for client management. This was routine maintenance as part of our regular server retirement and replacement programme. The team had built and secured the server on 28 February 2020 in preparation for this switchover.
Unfortunately due to a simple error (a configuration file was copied across that enabled automated cron jobs) the system started looking to see what invoices were due for payment and called for 37 payments automatically. These payments had already been called for on 28 February 2020 but as our new server had a test database from 28 February it called for the payments again. Most were small amounts but there were a few larger amounts.
This should not have happened and we apologise. We have immediately refunded these payments but we do understand it may take a few days for the available funds to come back to your card.
If the lack of available funds for 48 hours causes any issues for anyone today due to this error we will make it right this morning by refunding via Faster Payments into your Bank Account. Just open a live chat with our team.
We will re-schedule this upgrade for another time and we reverted all changes.
