The DWP paid me more than £1,000 in error but won't let me resolve the issue

Can you help with a rather unusual problem that started when we changed our bank account last August? I wrote to the Department for Work and Pensions to ask that payment of my retirement pension be transferred. This was not actioned but, after numerous phone calls, it was finally resolved in October. But, on checking my November bank statement, an additional pension payment was being made weekly with a totally different national insurance reference number.

I phoned twice on 29 November, but a further payment was made to my account before the payments stopped. I was now in the position of owing the DWP more than £1,000 and expected a rapid response to clear this up. Promised callbacks were not made and I wrote on 5 December outlining the situation, making clear this was a complaint on how the matter was handled (or not handled).

I received a letter on 7 December stating a different amount to what had been paid in error – although the difference was small, it was in their favour and clearly yet another mistake.

A form was said to be enclosed to return with a cheque, but it was not. I wrote again, but have heard nothing. I just want to pay the money back and be assured the problem is sorted. HD, Dorchester, Dorset

After we got in touch, the Pension Service quickly apologised and a customer service member informed you how to repay the money. It is investigating to find out what caused the error and whether the NI number was that of a real person – if it was there could be data protection issues. You have now been provided with a dedicated contact who you can send your cheque to (and who can handle any future problems) and you are pleased the matter has finally been resolved.

We welcome letters but cannot answer individually. Email us at consumer.champions@guardian.co.uk or write to Brignall & King, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number

The DWP paid me more than £1,000 in error but won't let me resolve the issue

Can you help with a rather unusual problem that started when we changed our bank account last August? I wrote to the Department for Work and Pensions to ask that payment of my retirement pension be transferred. This was not actioned but, after numerous phone calls, it was finally resolved in October. But, on checking my November bank statement, an additional pension payment was being made weekly with a totally different national insurance reference number.

I phoned twice on 29 November, but a further payment was made to my account before the payments stopped. I was now in the position of owing the DWP more than £1,000 and expected a rapid response to clear this up. Promised callbacks were not made and I wrote on 5 December outlining the situation, making clear this was a complaint on how the matter was handled (or not handled).

I received a letter on 7 December stating a different amount to what had been paid in error – although the difference was small, it was in their favour and clearly yet another mistake.

A form was said to be enclosed to return with a cheque, but it was not. I wrote again, but have heard nothing. I just want to pay the money back and be assured the problem is sorted. HD, Dorchester, Dorset

After we got in touch, the Pension Service quickly apologised and a customer service member informed you how to repay the money. It is investigating to find out what caused the error and whether the NI number was that of a real person – if it was there could be data protection issues. You have now been provided with a dedicated contact who you can send your cheque to (and who can handle any future problems) and you are pleased the matter has finally been resolved.

We welcome letters but cannot answer individually. Email us at consumer.champions@guardian.co.uk or write to Brignall & King, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number

Windsor Life said it received my £5,000 pension payment. So why isn't the money in my pension pot?

I have a "with-profits" pension plan with Windsor Life. In April 2008 I applied to increase my monthly payments and to make a one-off payment of £5,000. Windsor Life acknowledged by letter that they had received the £5,000, but this money has never appeared on any subsequent statements. I inquired as to the whereabouts of my money last November but, despite being told it was being investigated, have heard nothing. I have no idea whether this money is contributing to my pension or not. JA, London

Windsor Life is not new to these pages. Back in 2008 we reported that the company's systems went into meltdown leaving many pensioners without their promised payments. The problem stemmed from a new computer system. Unfortunately for you, your £5,000 cheque appears to have arrived in the middle of this mess. However, you would have thought the company would have sorted it all out by now. After we raised your case it quickly located your money.

"Windsor Life would like to unreservedly apologise for any inconvenience suffered by JP as a result of our service, which was not up to the high standards we aim for," it says. The company is now going to send you a revised annual statement which includes the additional lump sum, as well as an endorsement. It will also send you a generous sum of compensation, which it hopes will restore you faith in Windsor Life.

We welcome letters but cannot answer individually. Email us at consumer.champions@guardian.co.uk or write to Brignall & King, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number

Windsor Life said it received my £5,000 pension payment. So why isn't the money in my pension pot?

I have a "with-profits" pension plan with Windsor Life. In April 2008 I applied to increase my monthly payments and to make a one-off payment of £5,000. Windsor Life acknowledged by letter that they had received the £5,000, but this money has never appeared on any subsequent statements. I inquired as to the whereabouts of my money last November but, despite being told it was being investigated, have heard nothing. I have no idea whether this money is contributing to my pension or not. JA, London

Windsor Life is not new to these pages. Back in 2008 we reported that the company's systems went into meltdown leaving many pensioners without their promised payments. The problem stemmed from a new computer system. Unfortunately for you, your £5,000 cheque appears to have arrived in the middle of this mess. However, you would have thought the company would have sorted it all out by now. After we raised your case it quickly located your money.

"Windsor Life would like to unreservedly apologise for any inconvenience suffered by JP as a result of our service, which was not up to the high standards we aim for," it says. The company is now going to send you a revised annual statement which includes the additional lump sum, as well as an endorsement. It will also send you a generous sum of compensation, which it hopes will restore you faith in Windsor Life.

We welcome letters but cannot answer individually. Email us at consumer.champions@guardian.co.uk or write to Brignall & King, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number