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Message
From: Eddie Jarman:
on behalfof — Eddie Jarman:
Sent:
To:
ce: Parsons, Andrew...
Subject: RE: MCC Cash Withdrawal [BD-4A.FID26896945]
Hi Amy,
As requested, answers below,
- Eddie
Eddie Jarman
Money Product Manager
~ Finsbury Dials
2nd Floor
20 Finsbury Street
From: Prime, Am
Sent: 10 May 2017 15:23
To: Eddie Jarman
Cc: Parsons, Andrew
Subject: RE: MCC Cash Withdrawal [BD-4A.FID26896945]
Hi Eddie
Thank you for your time to discuss the MCC Cash Withdrawal issue.
There are a couple of additional queries which we would appreciate your input on
4, When was the MCC rolled out and how long did it take between rollout and the error being spotted? MCC rolled
out on March 7" however, the Cash Withdrawal transaction didn’t roll out until 16!" March and the error was
spotted on 21% March.
2. Did any of the affected branches make good the apparent shortfall or were these all settled centrally? All settled
centrally
3. If any of the branches did make a payment to Post Office for the shortfall, have these funds been returned to the
branch? N/A
4. Were any communications sent to either ail of the branches or the affected branches to inform them of the
error. If so, please could you provide copies of these? No, this was a learning point for the project, I thought that
the Transaction Correction would contain full details of the error but this is apparently not the case and, when it
arrived, it generated a number of calls to FSC.
If it would be easier to discuss the above, please do not hesitate to call.
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Kind regards
Amy
Amy Prime
Solicitor
Bord Dickin
www.bonddickinson.com
© ,) Best Legal Adviser
OVERALL BEST
LEGAL ADVISER
From: Prime, Amy
Sent: 28 April 2017 15:21
To: ‘Eddie Jarman’
Cc: Parsons, Andrew
Subject: RE: MCC Cash Withdrawal [BD-4A.FID26896945]
Hi Eddie
Shail I call you at 2pm on Tuesday?
Kind regards
Amy
From: Eddie Jarmai
Sent: 28 April 2017 12:59
To: Prime, Amy
Cc: Parsons, Andrew
Subject: RE: MCC Cash Withdrawal [BD-4A.FID26896945]
Hi Amy,
I’m in the office Tuesday and Wednesday next week and available on the phone Thursday afternoon?
- Eddie
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Eddie Jarman
Money Product Manager
° Finsbury Dials
2nd Floor
20 Finsbury S
YY
From: Prime, Amy
Sent: 28 April 2017 10:31
To: Eddie Jarman
Cc: Parsons, Andrew
Subject: FW: MCC Cash Withdrawal [BD-4A.FID26896945]
Dear Eddie
I work alongside Andy and was wondering whether you would be available next week to discuss the MCC Cash
Withdrawal issue.
We are locking to build a picture of why the MCC Cash Withdrawal incident occurred, the effect which it had, how the
issues was detected and the fix which was put in place.
Please let me know when wouid be a convenient time to speak, I have good availability most of next week.
Kind regards
Amy
Amy Prime
Solicitor
Bond Dickinson
Follow Bond
in)
www.bonddickinson.com
LegaiWeek
Best Li
egal Adviser
SGV?
@)
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OVERALL BEST
LEGAL ADVISER
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From: Eddie Jarman f
Sent: 27 March 2017 17:
To: Jane MacLeod
Cc: Nicholas Kennett; Parsons, Andrew
Subject: RE: MCC Cash Withdrawal
Hi Jane,
No problem at all. Just for info the transaction is now confirmed as working correctly, settlement will be sorted out
tomorrow morning and Transaction Corrections should be with the 36 branches that carried out a transaction by the
end of the week. In total forty transactions were carried out worth £5,328.
Hi Andy,
Will you ring me? Anytime’ s fine,
- Eddie
Eddie Jarman
Product Manager
Mone
Y. Finsbury Diais
2nd Floor
20 Finsbury
From: Jane MacLeod
Sent: 27 March 2017 17:07
To: Eddie Jarman
Cc: Nicholas Kennett; Parsons, Andrew
Subject: FW: MCC Cash Withdrawal
Eddie
Nick forwarded on your email below. Given the issues with Sparrow, it would be helpful for us to understand this
problem and see whether it could be raised by affected postmasters. To that end, would you mind speaking to Andy
Parsons at Bond Dickinson (copied) so that he is fully aware of the background — just in case?
Many thanks,
Jane
Jane MacLeod
Group Director of Lega’, Risk & Governance
Ground Floor
20 Finsbury Street
LONDON
EC2Y 9AQ
Mobile number:
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From: Nicholas Kennett
Sent: 23 March 2017 0:
To: Jane MacLeod/, “GRO
Subject: FW: MCC Cash Withdrawal
Jane
Fyi for Horizon/Sparrow ~ this is a reference data implementation issue, but could be seen differently
Regards
Nick
Nick Kennett
Money Chief Executive, Financial Services & Telecoms
Finsbury Dials, 20 Finsbury Street, London, EC2Y 9AQ.
nicholas.kennett@
From: Eddie Jarman
Sent: 22 March 2017 14:23
To: Owen Woodley
Cc: Stephen Best; Carol Myles; Steve R Brown; Christopher Dewe; Jonathan E Hill; Matthew Keeffe; Audrey Cahill
Subject: RE: MCC Cash Withdrawal
Hi All,
As promised a quick update on the current situation with the issue detailed below.
As of this morning it looks as though this has affected 34 transactions so far. A fix has been tested and has been
successful and will be rolled out tomorrow. Main priorities now are finding out whether or not this has affected
settlement with FRES and getting transaction corrections sent to any branch that has carried out a withdrawal.
This incident will form part of the ‘lessons learned’ of the project but it’s worth mentioning that although this was part
of the overall deployment of the new card, Cash Withdrawals over the counter is an existing transaction for all Partner
Banks so it’s unclear at the moment why this implementation wasn’t rolled out correctly as BAU.
Till let you know tomorrow if the Fix has been deployed successfully.
- Eddie
Eddie Jarman
Money Product Manager
© Finsbury Dials
2nd Floor
20 Finsbury Streat
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From: Eddie Jarman
Sent: 22 March 2017 08:54
To: Matthew Keeffe
Cc: Stephen Best; Carol Myles; Steve R Brown {_
Subject: FW: MCC Cash Withdrawal
; Christopher Dewe; Jonathan E Hill
Hi All,
I need to make you make you aware of a serious issue with MCC. As you can see from the e-mails below and from the
attached Screenshot, Multi-Currency Card withdrawals over the counter are being treated as deposits by Horizon. This
means that every branch that has carried out a Cash Withdrawal for a customer will now have double the amount as a
loss. Early indications are that customer's cards are not affected and are showing the transactions as withdrawals. It
appears that there’s a problem with the Ref Data on the Horizon side of things.
A fix is currently being tested and rolled out tomorrow so I’m currently investigating whether FRES can ‘block’ these
transactions from their end for today.
As soon as I know more I'll let you know.
- Eddie
Eddie Jarman
Mone Product Manager
© Binsbury Dials
2nd Floor
26 Finsbury Street
From: Smithurst, Erika i
Sent: 21 March 2017 14:
To: Hurrell, Claire; Stephen Best; Brett, James; Moriah, Roxanne
Cc: Owsley, Meyrick; Eddie Jarman; IT-Solutions ISTproject
Subject: RE: MCC Cash Withdrawal
All
The fix has been deployed in MDM and authorized, the change will be counter verified in Winnersh tomorrow and
released to live with effect from Thursday morning (23/03/2017).
Best Regards,
Erika
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Erika D Smithurst
Post Office Account-
Information Services
Lyn
Tapton Park Innovation Centre
Brimington Road
Tapton
Chesterfield
S41 OTZ
erika.smithurst@
uk.atos.net
From: Hurrell, Claire
Sent: Tuesday, March 21, 2017 2:48 PM
To: Stephen Best; Brett, James; Moriah, Roxanne
Cc: Smithurst, Erika; Owsley, Meyrick; Eddie Jarman
Subject: RE: MCC Cash Withdrawal
Stephen
James has checked the ref data system and it is treating a withdrawal as a ‘take from Customer’ deposit!
Erika is discussing with the team a fix and when it will be deployed.
Will update you shortly.
@ Erika, can you update all on the email re the fix
Thanks
Claire
Claire Hurrell, —
Senior Project Manager,
claire. hurrell@i
Tapton Park Innovation Centre
Brimington Road
Tapton
Chesterfield
S41 OTZ
uk.atos.net
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Advanced Notice of Annual Leave
7 April — 18" April
From: Stephen Best
Sent: Tuesday, March 21, 2017 2:36 PM
To: Hurrell, Claire <_ ; Brett, James 4
Moriah, Roxanne
Cc: Smithurst, Erika >; Owsley, Meyrick ¢__ Eddie Jarman
Subject: RE: MCC Cash Withdrawal
Claire
We have just checked with the Brentford branch (used by Paul Moss a few days back for his live Balance Redemption
test), they also have the same problem.
So there is something not quite right with the way that this type of transaction is being identified and applied to branch
balance sheets
Regards
Stephen
From: Hurrell, Claire
Sent: 21 March 201
To: Brett, James
oriah, Roxanne <!
Stephen Best
Cc: Smithurst, Erika <!_
Subject: FW: MCC Cash Withdrawal
Owsley, Meyrick <}"
Stephen
James is gone away to investigate, It may be a ref data issue.
lll come back shortly
Claire Hurrell,
Tapton Park Innovation Centre
Brimington Road
Tapton
Chesterfield
S41 OTZ
uk.atos.net
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Advanced Notice of Annual Leave
7 April - 18" April
From: Stephen Be: 7
Sent: Tuesday, March 21, 2017 2:13 PM
To: Peter Carey
Ce: Hurrell, Claire
Subject: FW: MCC Cash Withdrawal
>; Eddie Jarman <”
fyi
From: Eddie Jarman
Sent: 21 March 2017 1:
To: Stephen Best {
Subject: FW: MCC Cash Withdrawal
From: Tracy Middleton
Sent: 21 March 2017 14:05
To: Eddie Jarman
Cc: Wayne Brant; AP Client Enquiries Chesterfield
Subject: MCC Cash Withdrawal
Hi Eddie
As just discussed this afternoon.
Please see attached an example of a MCC Cash Withdrawal processed in branch, I believe this is showing as a credit
instead of a debit, therefore showing as though the card has been topped up.
We believe that the customer has advised that their MCC has been debited.
But I also think that the vendor is showing incorrectly too, please attached a cut from the vendor showing a card top up
the same as a cash withdrawal, so that would appear that we may have settled incorrectly?
Checked with the branch that has completed the cash withdrawal today, and they did complete transaction as a chip
and pin.
Regards
Tracy Middleton
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Tracy Middleton
Automated Payment Enquiry Team Leader
2nd Floor W.
1 Future Wal
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