The problem was caused by an incomplete file being erroneously passed to the Bankers Automated Credit Service for payment on 17 January, compounded by the correct file being reprocessed for payment on 18 January. On 17 January 112,000 customers correctly received a payment into their bank accounts, while 60,000 customers did not receive the payment which was due. The following day, the same 112,000 customers received a duplicate payment into their accounts, while the 60,000 customers received their payment a day late. Customers were notified of the problem by letter on 24 January and given details of how to repay the duplicate payment. Dedicated phone lines were set up to receive phone calls from those customers who needed to talk to somebody about how to pay the money back.
Customers can also contact their local benefit offices for advice.
No estimate is yet available as to the extra costs incurred in recovering the overpaid benefit. I hope this is helpful. He will write to the hon. A computer processing problem resulted in a batch of Income Support payments paid by Automated Credit Transfer being duplicated. The payments were made into customers' bank accounts on 18 January.