Big mess by Council tax and bank

A question about : Big mess by Council tax and bank

Hi everyone,

I'm new and need some advice it's a long story and I hope you can understand as it does get a little confusing I also hope I've posted in the correct section......

Right I pay my council tax every month on-line via the councils payment system.

Basically I paid my monthly tax amount in June last year, and again in July, when I checked my bank statement they took two in July instead of one (I realise I should check my bank statements but was very busy that month with work and took for granted that the council had taken their money in June) So I rang the council who said that they had not taken two payments in July, I argued that it was on my bank statement but they still said no and to take it up with my bank (Barclays).
I did this and was told by my bank that they had taken two payments.
After a lot of calls and an email, plus a letter with photocopies of bank statements etc I heard nothing so I called towards the end of August to be told they were still investigating the matter.
I decided to go to the bank because I was so annoyed and just being left hanging.
I raised a dispute through the bank and filled out the form necessary and returned it to them.
I received a letter from the bank saying they were going to credit my account with the sum, then a few days later I received a letter finally from the council in October saying that I had made five payments from April through to August which was correct. they said I had paid in June which was correct but to check my bank statement for June to see if the sum had actually been paid and upon checking they had not taken the payment when I actually paid it in June so took two payments in July. Puzzle solved so I called the bank to inform them and to tell them to take the money back which they had paid to me, and they did so two days later.

Now fast forward to this year and last Friday when I get a letter from the council tax department demanding Ј138.00 out standing and court action, (this was because of last year and the two payments going out so I refused to pay a month but I paid it once it was all sorted, so I thought!)
I checked all my bank statements and emails for the receipts to get dates etc and I called them as I had paid the 10 payments required for the year.
One member of staff said that I had paid in November and that had been recalled on the 12th February 2015. I said I had not recalled it and checked to make sure it had not gone back into my account but sadly not. I called the bank and after a lot of explaining to the other person on the end of the phone who is in a call centre on the other side of the globe I think they finally understood and they checked to see if any payments were pending to my account, but again no.
Another member of staff who was really helpful said that it did not seem right and she contacted someone in the correct department to help find out what was happening.
I got a call back from her today saying that the bank had in fact recalled the amount of Ј138.00 last July and had sent the council a letter on the 3rd of October saying why they had taken it back and that was because I raised a dispute over the two amounts taken last July.
I was told to make a dispute with my bank and that I still had to pay the out standing amount. I paid the out standing amount and then went to the bank and spoke to a counter member of staff as they no longer had a personal advisor or manager any more and I would have to go to a bigger store. But she helped me and said that before I could open a dispute the council need to sent me a computer generated statement of my account with payments made by me and when they were taken, as they had just sent me a typed letter saying I had paid in June, which I did but they had not taken it until July and they also would need a copy of the letter from the bank to the council dated the 3rd of October. She also said there was no notes on my account regarding the letter and recalled payment, and that the bank would have taken the money back from me and not the merchant if there was a problem with it etc.
I called the council back and was speaking to a totally rude arrogant member of staff who had an attitude from the moment I stated speaking. She said that there was no letter on my account dated the 3rd of October from the bank to them so could not help and was not willing to put me through to the lady who helped me previously. She said that matter had been resolved and had now been closed after my phone call this afternoon, I told her it was far from resolved as they have paid out money to someone and they have no proof who, I thanked her for not being very helpful this afternoon and hung up and wanted to cry with frustration and scream.

So where do I go now, I'm going to the bank tomorrow afternoon and have taken the afternoon off work unpaid so I lose yet more money.

I'm not happy and I'm really annoyed.

Many thanks in advance

Luna Lou

Best answers:

• If you pay online and not by direct debit I fail to see why the bank would have refunded you way back when.
  So to summarise you owe them some money.
• Who do i owe money too? And why
• Please confirm that you did not pay by direct debit.
  Why did bank refund money to you?
• Before you go to the bank can you go to the council offices and get a statement of all your payments with the date they were paid..
  You can then compare that statement with your bank account to see if there is an extra payment.
  Particularly, if the payment you say the bank repaid is shown on the satement.
  I don't see why the bank need a copy of a letter that they sent to the council. They should have their own copy.
• I tried getting a computerized statement from the council when I called this afternoon but she said the case is resolved now so won't give me one, but I have all my email receipts and bank statements with the payments on too.
  The Bank and I thought that the council took the payment twice but it was the council who did not take the payment I made for June until they took the payment for July which I made, so the council took two payments. Which confused us all.
  I waited over a month for an answer from the council so I went to the bank for them to investigate.
  The bank has no record of this letter on my file, that's why they wanted a copy.
• the bank saw today when looking at my statements on their system that the bank had paid me the money and then a few days after it was taken back out of my account when I asked them to take it.
• O.K so June payment not processed properly.
  2 attempted payments taken in July.
  You recalled one before realising it was a mistake in July but the council didn't get the letter until October.
  You have now made that final payment up? Is this correct?
  I would get a copy of your bank statement. Photocopy it and highlight the relevant transactions or do a sort of summary spreadsheet so the council can see what's happened. I'd then write complaint (mark it complaint) to the council tax department and ask them to make sure your account clearly reflects the 10 payments made and to show the fact your account is up to date. I'd also ask them nicely in view of the difficulties and the fact your account is up to date to cancel the summons.
  df
• Why don't you set up a direct debit ?
• What a thoughtless comment.
  I would NEVER set up a direct debit with a local council.
  I suggest you pay them by standing order; that way you have control of all payments - I've rarely had a pleasant experience and when THEY have any issues, they are as obstructive and rude as possible.
  Quote:
• Council tax is the only bill I don't pay by direct debit.
  My council in 2008 failed to set up the DDI with the bank, tried to take multiple payments when they weren't due and then invited me to magistrates court as a result of their ineptitude, despite going into their offices sitting with customer services and agreeing action in writing with them. When I sent all of their documentation back to them to prove that, even though the DD had failed due to their problems, I had paid by BACS/FP, they withdrew from court and refunded the court fee.
  Between 2008 and 2012 I paid by SO.
  Believing in second chances, in 2013 I tried again to set up the DD with the council, and once again, it all spectacularly failed with the DD getting set up in May, when the first payment was due in April and the paperwork had been sent back to them in plenty of time in February.
  I went back to SO as a result; forfeiting the 1% Santander 123 cashback in lieu of my sanity.
  I can only wish for an experience as happy as Colsten.
• I will speak to my bank today with regards to DD and SO, But first I have to find out through the bank who requested the money back from the council.
• Since January 2005, the public has a general right of access to all types of recorded information held by public bodies, including councils. If you request a piece of information from them, they have a duty to disclose that information, providing they hold it and it is not subject to any legally defined exemptions.
  If you would like to make an FOI request under the Freedom of Information Act you can either go in, phone or email your council.
  Whose your local council?