WBON0001535
WBON0001535
Privileged
WOMBLE
BOND
DICKINSON
Alan Bates & others v Post Office Limited
Bug 28
Drop and Go Bug
Summary
« The Peak PC0260269 identified by the experts relates to an issue in branch involving a Drop and
Go transaction timing out in branch, but displaying as and recording as being successful in the
branch accounts. This particular instance of the issue involved the branch re-attempting the
same Drop and Go transaction.
« Reconciliation between the Horizon feed and the Accenture CDP system identified that only one
top-up had been received by Accenture CDP but two were being shown it the Horizon Batch
Feed. The second Horizon transaction matched the CDP transaction, confirming the problem
was with the first transaction.
° Dates:
o 05-Jul-2017: PCO260269 and KEL cardc235Q opened as a result of the SPM complaint
relating to a duplicate Drop and Go transaction appearing in the branch account.
o 05-Jul-2017: Counter log and message log extracts obtained by FJ — potential issue
relating to either (1) script or (2) user error identified.
o 05-Jul-2017: call passed to ATOS and closed, KEL mirroring this and confirming that any
future calls should be routed to ATOS.
« What happened?
o The clerk initiated a Drop and Go transaction for £100 which failed due to timeouts, but
then a success message was displayed
o The clerk settled the transaction and handed the customer £100
o The customer checked their balance and stated that the top up had not been processed
co The clerk performed another Drop and Go transaction that was successful
« How was it spotted?
o The SPM reported the issue and Peak PC0260269 and KEL cardc235Q being raised
¢ How was it fixed?
© [WBD- TBC once liaised with ATOS]
¢ Possible conclusions:
© [WBD- TBC once liaised with ATOS]
« Impact on Subpostmasters?
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o The customer paid £100, but the branch account was debited £200, resulting in a £100
shortfall to the branch.
¢ Relevant Documents
o Peaks: PC0260269 and PC0237234
o KEL: cardc235Q
¢ Notes for Counsel
o Coyne in JS2 [D1/2/25-26] correctly summarises that the customer was credited with
£100 but the branch was debited with £200.
o Dr Worden in JS2 [D1/2/25-26] notes that this would have been very visible on the
counter and that the a issue would have been seat fixed.
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