anyone know of another email address to contact hmcts re double charging?

[Darnity]

I tried to order five wills (so 5 * £1.50 = £7.50) using the "improved" online service on 10th Feb.

I got an error

There is a problem
HTTP/1.1 500 returned - please contact your administrator.


when going through the payment process so I emailed them to ask what the error meant and whether my order had gone through or not.

On 24th Feb I rec'd a standard reply which didn't answer my question so I replied asking for an answer to my question.  I'm still awaiting an answer....

(I also have a different outstanding query from 5th March for which I'm still awaiting an answer)

However after some days and seeing that some people appeared to have successfully ordered wills I decided to have another go and ordered the five wills and paid for them.

They turned up quite quickly and I've downloaded them - they are available until 8th April for me online.

However today my credit card bill has arrived and it shows them taking £7.50 twice so it looks like the payment did go through the first time.

I want to contact them about this but the only email address I have is
hmctswills@ironmountain.co.uk which we know doesn't actually provide answers.

Does anyone know of any other email address I could use to chase up this double charging problem or do I need to resort to old fashioned letter writing?

Thanks

[carol8353]

https://www.gov.uk/contact/govuk

[phil57]

I got a reply to a complaint sent to the hmctswills----AT----ironmountain.co.uk address, plus an apology and copies of missing documents attached to the reply, but it did take well over a week.

Interested to hear about your HTTP/1.1 500 error though, as I have been getting the same several times when trying to order a will today, usually on being returned to the probatesearch site after being redirected from the payments page. I also noticed that on being sent to the payment page, I was being asked to enter my card details to pay £0.00!

The order disappeared from my basket, but hasn't shown up in my orders list, so I guess it hasn't gone through. I haven't had any email notifications of payment either, but I'm keeping an eye on my bank account just in case.

[Darnity]

Thanks both

[Marmalady]

It might be quicker to dispute the charge via your credit card

[Rena]

It might be quicker to dispute the charge via your credit card

That would be my avenue of approach too. 

[ITBookworm]

It might be quicker to dispute the charge via your credit card

It might also have a better long term effect. If a lot of people have to claim back for double charges and so on the credit card companies will get unhappy. They are likely to have more clout than us mere users if they complain to iron mountain. Definitely woth a try anyway.

[Bookbox]

I want to contact them about this but the only email address I have is
hmctswills@ironmountain.co.uk which we know doesn't actually provide answers.

Does anyone know of any other email address I could use to chase up this double charging problem or do I need to resort to old fashioned letter writing?

I have had helpful replies, problems resolved, and documents delivered by the Customer Services staff at this address ...

customerresolutions@ironmountain.co.uk

[Darnity]

Thanks for all the replies.