Council apologises for error with Council Tax direct debit payments

East Devon District Council deeply regrets the inconvenience caused to our residents due to an unforeseen error which has resulted in the premature withdrawal of some council tax payments this month.

On Friday, 22 December, a technical glitch occurred in our payment processing system, causing some residents to experience an early debit of their council tax payment. The normal date for payments (the 25th of the month) should have meant the 27th December was the date banks would have taken payment. We understand the financial impact this may have on households, especially at this time of year and we sincerely apologise for any inconvenience caused.

Where the payment has been made by a resident’s bank and the loss of funds causes hardship, residents should contact their bank and ask for the payment to be reversed under the direct debit indemnity, EDDC will then make contact with residents in the new year to arrange for payment of the instalment. 

For residents who do not have enough money in their account to cover the payment. EDDC, suggests they contact their bank and ask them to stop and/or reverse the transaction. If the banks do this the funds should appear back in their account on the same day, and they should avoid any fees.

If it is too late to contact the bank and fees are incurred due to this error, residents are asked to provide evidence of the fees incurred and email these to counciltax@eastdevon.gov.uk and the council tax team will look to recompense the fees incurred.  

For those who experience financial difficulties from this error, our financial resilience team will be dealing with emergency requests on the mornings of the 27 and 29 December. To submit a request for financial support, please click on the council website.

The council wants to assure residents that steps are being taken to prevent the recurrence of such incidents and East Devon District Council remains committed to helping anyone affected by this error.