Double your money? Asda online shoppers still charged twice

by , Senior Home Researcher Consumer Rights 4 July 2012
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Over a year ago, we reported that some Asda customers were effectively being charged twice for their online shopping, with some incurring bank charges as a result. So why hasn’t Asda put this right yet?

dice with six on every side

Shopping for groceries online is supposed to be a straightforward, painless process. But that hasn’t been the case for many Asda customers, who’ve incurred bank charges as a result of a technical issue with the supermarket’s online shopping system.

The problem – originally uncovered by Watchdog last May – arises when Asda asks your bank to hold the amount for the estimated bill, before charging you for the actual cost when the shopping arrives. If the actual cost differs from the estimate – owing to substitutions – Asda takes the right money, but some banks still keep the estimated amount ring-fenced for up to 10 days.

This means you effectively need to be able to pay twice – even though the money only leaves your account once – which has led to some Asda customers incurring bank charges.

A year’s worth of problems

When the issue was raised last spring Asda said at the time it was ‘working to find ways to minimise this issue for our online customers’. But it clearly wasn’t working hard enough, as comments continued to pour in from those of you who’d been effectively charged twice by Asda. Commenter Nancy was one of those who lost out:

‘I will not shop at Asda any longer after incurring bank charges for going overdrawn. This happened to me just before Xmas and I will never use them again.’

Another commenter, Louise, wrote in April:

‘It’s happening to me right now. Two lots of £265.20 for a single order that had already been cancelled. Direct debits bouncing left right and centre, no money re-released back into my account by Asda, three hours of phone calls to South African call centre, unreturned phone calls, trails of discussion through NatWest, my own bank, to try and sort this out. I’m livid.’

Have you been left out of pocket?

We wanted Asda to tell us why this issue was still causing chaos for customers over a year after it was first highlighted. A spokesperson told us:

‘When a customer makes us aware of this happening, we work with the bank to have the funds released as quickly as possible. If any charges are incurred, we will compensate these.’

It also claimed it had been working hard to minimise the issue and would have a new system in place by autumn.

We want to hold Asda to that – keep leaving comments if you find you’ve been left out of pocket as a result of your Asda shopping. We’ll be checking back later in the year to see if Asda has fixed this problem. If Asda does fix its systems, will you log back on or have you found alternative ways to get your shopping to your door?

144 comments

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Jan

it might be handy to add your voices to this new thread here:

http://conversation.which.co.uk/energy-home/asda-charged-twice-online-shopping-order-bank-account/comment-page-1/

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david roberts

i had to contact asda again today,fri 15th feb,as they owe me 73pounds and 80pence.that is the amount they overcharged me on a home delivery dated sat 2nd feb. i made the booking online and they told me it was for 100pounds and 46 pence, yet when i got the delivery the receipt with it stated it was now for 168pounds and 38pence. asda accepted that there had been a mistake, after numerous phone calls, and they assured me they would refund me what they owed me. however, i checked with my bank and no refund had been paid back to my account. after several emails to asda they kept promising somebody from customer services would contact me in 2 to 3 days, but nobody did. i contacted them today, 15-2nd, and i was told the refund had been paid into my bank account. i told them that was not the case as i had checked with my bank. she was going to have a word with her manager and would get back to me in 15 mins. 2 hours later and nothing. i phoned them back and was told they had refunded the money last week and that was the end of the matter, so i have lost out to the tune of 73pounds and 80pence, shoppers beware. they then had the cheek to email me with a special offer which included free delivery with my next online order. needless to say i wont be taking up their offer, nor will i use their online shopping again. david roberts

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Alan

Hi David, If Asda have overcharged you I guarantee that you will get your money back.
First of all you need to keep the receipt that you were given with your delivery, In the right hand column of this receipt under TOTAL you will find how much Asda have charged you for all items, the total is the full amount before promotions.
Very carefully add up this column then add to this any items charged for any substituted items, you will find this under you’ve been charged at the top off the receipt, this will give you the correct amount of your items, compare this with the amount that Asda have entered.
If Asda’s total is more than yours you have been overcharged and Asda will have to pay the extra money they have taken back to you. they have no other choice other than to be charged with theft.
Regards Alan

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david roberts

alan, asda assured me that they have paid back the money owed to me but it has not been credited to my account, sun 17th feb. i have the receipt from asda concerning the 73pounds and 80pence, but when i phoned asda with the order number they have no records concerning that number. i know that they have to repay the money owed to me because i have the receipt with dates and order number on it. they just dont want to repay the money owed to me. until i can get them to recognise that they owe it i a stumped

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Alan

David, Get back to me when you have added up the prices as I advised in my last comment.
Posted 16 February 2013 at 11:41 am

Alan

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david roberts

hi alan, thanks for your email. i have added up the cost of the shopping from asda and the amount of it after savings is actually 94pounds and 78 pence. they charged me 168pounds and 38 pence, so they owe me 73pounds and 60pence

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Alan

Hi David, Does the Asda receipt actually show a total charge of £168-38 for the items that you added up and got £94-78.

Alan

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Trish

Currently Asda owe me £70.00. What a dodgy company!

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david roberts

hi alan, the actually shopping should have been 94pounds and 58pence and they charged me 168pounds and58pence. sorry i have not been in touch, i have been unwell. thanks for your email

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Alan

Hi David,
You say that Asda charged you £168-58, what was the amount that Asda printed on you receipt.
Alan

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Lindsey

I am a single parent and went shopping at my local Asda. I had just enough funds in my account to get my essentials. Once finished my shopping I went to the checkout and used my debit card to pay for my goods to be told that the transaction never went through and I would have to put my card back into the machine and to my astonishment I was told it had been declined!! I was then told that it was a problem with my bank. I asked them to hold my shopping whilst I ran to my bank to find out why this had happened. The bank looked into my account and said that the transaction had gone through and there was also another attempt of them charging me again, that’s why your card declined because there was not insufficient funds in for second transaction. I then ran back to Asda to show them the printed statement in which they still declined to give me my shopping. I was two hour trying to sort this out, until I eventually left the store in tears with my 11 year old daughter without bread and milk and other essentials I needed. To top it off I was then told I would have to wait 4 to 5 days before I would be able to get my money back into my account!! I rang my bank and fortunately because of my circumstances the reversed the transaction into my account which went back into my account within the hour. It was like I was made to say thank you and be grateful for retrieving my own money! I then went back to Asda to get my shopping which they hadn’t put back to then find items were missing from my shopping but I had paid for them. To top it all off I work for Asda and I feel disheartened as a customer and as an employer. Nobody should be treated like this. I have been so stressed over this incident.

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Jean

Hi Marlese
Hope you do not mind me writing to you they have done this twice to me

May I ask you if they gave you compensation they gave me an evoucher for £15.00
the second time nothing telling me they never double charge anyone.

Hope I have not offended you.

Regards
Jean

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Jean

Dear Lindsey

I had the same problem with online shopping when charged twice in 3 weeks.

Overdrawn my account Asda do not seem to want to admit that they have a problem
in their accounting.

I am really sorry to read your story if I had been their I would of tried to help you by giving you some money, I was in tears the second time.

Regards
Jean

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david roberts

i have never used asda again since my own experience in jan/ feb, when they overcharged me over 70 pounds. i never got my money back, but i informed which magazine and i put it on facebook over what happened to me. i told asda head office who promised me they would look into it, but i already knew what they would tell me. i informed them i would never use there online service again, and that is the best advice for anyone. its a disgrace what they do to there customers.

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marlese robb

i did a home shopping order to be dlivered to my home on the 9/5/2013, this order was for the amount of £497.16, when my shopping arrived the amount they acc needed was £413.18, £83.98 difference in these amounts as there wasnt all my goods delivered which is fair enough, i have now been on the phone with my bank and asdas 12 times, asdas has not only ring fenced the first amount but taken the second amount out my bank, leaving me with no money and over £400.00 overdrawn, the last phone call which was this morning the call handler for asda offered me a £10.00 E voucher for my troubles, to say that i am fuming is an understatement, this has also effected my other bank account as i had to use the money from there to pay for things as asdas had said they would fix the problem on fri 10th and that the money would be back in my bank that day, this hasnt happened so BOTH my accounts are now in the red with bounced payments, DISGUSTED AND VERY ANGRY i am, i have 3 children and now no money, WHY ARE THEY GETTING AWAY WITH THIS?????

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Alan

Hi Marlese, Asda must return all money that they have overcharged and pay all losses if your bank charges you for being overdrawn.
The first thing to do is keep your receipt safe and check the total cost of your shopping at the bottom of the page,( this is the amount they will take from your bank) then add up the total cost on this list yourself and compare this with the amount that they have entered, if they have charged you more they must pay it back.
If you have bank charges send a bill to Asda for the full amount you have been charged.

Regards Alan

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Jean

Hi Marlese
Hope you do not mind me writing to you they have done this twice to me

May I ask you if they gave you compensation they gave me an evoucher for £15.00
the second time nothing telling me they never double charge anyone.

Hope I have not offended you.

Regards
Jean

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Jean Kane

This is my second posting on Which magazine.
I was charge twice 3 weeks ago with online shopping from Asda causing my account to go overdrawn.
I emailed Andy Clarke CEO at Asda, he never responded so I wrote to him and asked
“When will you do this again?”
I have yet to receive a reply.

I did not order any shopping from them from them for 3 weeks, hoped that it would not happen
again and it did on my next shopping order, overdrawn my bank account again.
In tears can not deal with their customer service department who explain how online shopping
works and make excuses saying it is not us it is your bank that have done this.

According to Which report statement in July 2012 their Asda spokes person claims,” It was a computer glitch and isolated incident, steps have been put in place to make doubly sure it
does not happen again.

Asda do not compensate you for the problems they cause I was told by Asda Marina
Brighton, This was the first case that they have heard of double charging customers.

I have been charge double on two deliveries with a gap of 3 weeks.

It really is too much.
Jean Kane
PS Stuart B please do not respond to me thank you

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stuart_b

Jean Kane
PS Stuart B please do not respond to me thank you

Care to explain please ?

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david roberts

hi again, i never got a refund from asda for the money owed to me. i kept phoning 2-3 times daily and when they asked me my name and for details as to why i was calling they just hung up on me. i made several complaints to them but i never got my money back. that was the last time i shopped online at asda and i will never use that site again. i now shop online at sainsburys and i have had no problems with them.

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jan

@ stuart_b
I tried to tell you quite a while ago your attitude can sometimes be a little abrasive and…how can I put it?…lacking in empathy.

Maybe this lady feels the same?

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Kim

The same thing has happened to me, and this is not the first time. The previous times it happened, I was fortunate enough to have had a buffer in my account to prevent me going into the red, until today… Due to having to use MY money to make an emergency trip to Spain, as my father took seriously ill, I am now left with just over £50 in my account, with bills (direct debits) due to be paid tomorrow amounting to over £200. This is because I spent £120 on a weekly grocery shop with Asda online, which was paid to them yesterday. However, they have ring fenced the same amount (so I have effectively had to pay £240, but have to wait to get the second charge of £120 released back to my account so I can actually use it to pay my bills, which can take between 3 – 10 days). When I check-out my order with Asda, I authorise them, and my bank to take the payment for my order. I DO NOT authorise it to be taken twice, so I don’t believe it is just an issue with Asda. The bank should not allow it if the authorisation was only for £120. I wonder, if Asda gave me a loan of £120 for up to 10 days, how much would I have to pay them back? I have never had any compensation from them. I have been really patient so far, but I can not continue to take the risk of going through this, each time I buy my groceries online with Asda, and I have no choice now but to shop elsewhere in order to prevent myself and my children not being able to afford to pay bills on time. The stress, and the time it takes to make all the calls just to sort it out, is not worth it. I am sure if I fought for compensation, they may make a token gesture, but I bet they wouldn’t pay me my hourly working rate for the amount of time I have had to spend sorting out their mess. A very unhappy customer. If I took £120 of goods from one of their stores, and told them I would pay for it in 3 – 10 days, I would be arrested for theft!

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Nicky

This is still happening. Total for groceries withdrawn from my account on 18th March 2014, but hold for nearly same amount on account since 16th March. One week later and Asda still have a hold on my account and apparently it’s up to me to resolve with my bank. I’ve now been charged twice for shopping but Asda are unable to cancel the hold they have on my account. I will be cancelling my delivery pass and won’t be ordering again.

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Stuart_B

It beggars belief that this system is still being used by Asda after all this time and complaints .It may well be that they are unable to “cancel” the amount being held but what will happen is that they will not “grab” that amount as your shopping was paid for by the other debit from your account . It should drop off your bank account after a few days and then become available to you …a week does seem a bit long .

All that Tesco and Sainsbury do is “hold” a small amount ,typically £2 to confirm the card being used is valid and charge the full abount when the order is checked out and the £2 drops off in a day or two.

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Ria

Hi,

I ordered a Asda order to be delivered yesterday between 4 and 6, at six no delivery so I ring to find out what ‘s going on. I was on hold for 50 minutes only to be told that the order was cancelled as they were unable to take payment, i told them that the money had already come of my balance and i would have to contact my bank.

Spoke to my bank and got hold of the transaction code, so as far as the bank are concerned Asda have requested the funds.

I call Asda back and speak to the most arrogant and patronizing guy ever who not only refused to listen or do anything but also refused to put me through to a manager and when i requested to speak to someone else he said “i can put you on hold but no one will pick up my calls so you will be on hold all night”. he then accused me of going in circles refusing to even listen to me or look into the matter, even trying to claim the person i had previously had spoken to had said something different.

I have to end the call and try to get through to someone else after being put on hold for ages again (now 10pm so four hours of trying to get this sorted) and get put through to someone who say they are having problems with their systems and that can she take my details and get someone to call me back tomorrow.

So I’ve had them request the funds and refuse to give me the shopping. Surely this isn’t allowed I now have no money in my account as they have requested it and it will be held until they claim it.

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Ria

I have finally found out what has happened after numerous phone call with them constantly insisting that the transaction was declined, even though i had the transaction authorization number, they refused to listen to me and refused to look into the matter. They refused to put me through to a manager or to get a manager to ring me back. finally find out what store was dealing with my order, i contacted them and it takes them most of the day to find out and let me know there was nothing wrong with the transaction. When the stores system were uploading the orders all orders on one lorry were cancelled. so after all the lies it turns out it was an ASDA error all along and one that has taken me a day and a half to find the truth with so many hours kept on hold. they offered to get my shopping delivered tomorrow but seeing as i have already gone and got it from a different supermarket (thanks to calling in a few favours as i don’t drive and its miles away). The money is now being refunded but it has been the worst customer service ever. with one telling me that as its automated there could be no error. Asda have the rudest staff i have ever come across and i will never be using their services again.

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kirsti

This just happened to me! Not shopping with asda again! I cannot afford to!

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izzieb

I was using Asda grocery deliveries for years and the double charges happened time and time again with no help from the South African call centre, the only answer I ever got was ‘you have to contact your bank’ as if it is the bank’s fault! So, I stopped using them altogether for years and forgot about the problem, was sent a money off voucher so ordered groceries just recently, the 4th August 2014, was once again charged twice, had to cancel two direct debits because of it and it left me with pennies in my account until my lovely bank was sympathetic and reinstated the ‘wrong’ amount. Have complained to Asda but I know, after all these years, nothing will be done and this time I WILL NOT FORGET and WILL NEVER ORDER FROM THEM AGAIN!! I am so furious that this is still going on and that Asda couldn’t care less.

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