RED-FACED council chiefs have promised to refund all those affected by duplicate payments after using Worcester City Council’s car park payment machines.
Investigations are continuing into a technical issue with the machines after the council received more than 1,500 complaints from customers.
It was initially thought the issue had just caused the late processing of card payments, but it became clear some customers had suffered from duplicate transactions, resulting in multiple payments being taken from their bank accounts dating back as far as August 28.
One of those affected told the Observer: “I went to Worcester on September 17 and parked in the Cattlemarket car park, paid £3.60 for the parking. Ever since then I have been having £3.60 come out of my account every few days.
“I think there have been eight extra payments since the 17th.”
Whilst the source of the issue has now been identified, a solution to the problem has yet to be found, so the card payment option continues to be disabled on all machines.
In the meantime, customers are asked to pay for their parking with cash, or by using the RingGo app.
The machine provider has assured the City Council no further payment runs will be sent for processing until the issue has been rectified.
The provider has pledged to issue full refunds within seven days to anyone who has been affected by duplicate payments being taken from their bank accounts.
Council bosses have told the provider it has breached its contract and vowed to review the current arrangements.
Coun Marc Bayliss, leader of Worcester City Council, said: “We would like to offer our sincere apologies to everyone who has been affected by this issue.
“We know that people are already struggling with the cost-of-living crisis and we fully understand their frustration at duplicate payments being taken from their bank accounts.
“We’d like to assure them anyone affected will get a full refund.
“The car park machines are operated by a large independent organisation on behalf of the city council and our officers are working round the clock to try to ensure they resolve the issue.”
Anyone who has suffered from duplicate payments may wish to contact their bank in the interim as they may be able to provide a refund more quickly.
Customers who wish to contact the council about this matter are asked to do so by e-mail at [email protected] or call 01905 722233.
