Asda shoppers still stuck with double-charging problem

by , Senior Home Researcher Energy & Home 28 January 2013
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Since June 2011, Asda has been in trouble for accidentally charging its online customers twice for their shopping. The issue continues to rumble on, although Asda says the end is in sight. Have you been caught out?

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Back in 2011, we highlighted the plight of Asda customers who were getting charged twice for their shopping due to a problem with its online shopping system. Many unfortunate customers were hit with bank charges when their accounts went overdrawn as a result.

When you shop online, Asda asks your bank to hold the estimated cost of your shop, and then charges you for the actual cost of your shopping when it arrives. But in some cases – like if there’s a substitution in your shopping – the estimated amount is held for up to 10 days.

Asda charges twice – a basket-load of complaints

Complaints poured in from Asda shoppers here on Which? Convo such as Kelly:

‘I’ve just had it happen to me and I’m so angry. I’ve had £230 ringfenced as well as them taking £240 out for my shopping. Luckily I had just been paid otherwise we would have been in serious difficulty.’

Last summer, Asda told us it would have a new system in place by autumn 2012. But autumn came and went, with customers including Asdanomore still being left out of pocket:

‘I placed an online grocery shopping order last Wednesday (12 December 2012) and the estimated total of £69.39 was immediately taken from my current account. The final order was £10 less, as an item was out of stock. The full actual amount of the order was than also debited from my account.

‘I’ve been in touch with Asda twice for a refund. Asda then told me I needed to get my bank to fax them first (which the bank unhelpfully refuses to do). I apparently have to wait up to seven working days for MY money to be refunded from Asda.’

Getting Asda’s problem fixed faster

The supermarket says an update late last year solved the problem ‘for the vast majority’, and that final changes over the next couple of months ‘should get rid of the issue altogether’.

But given how long Asda customers have been dealing with this problem, we won’t celebrate until the complaints have dried up completely. Have you suffered from this problem with Asda’s online shopping? Did you manage to get your money back easily?


Add your comments


Karen Remnant

Asda are still holding customers money! Because they ringfenced a payment and then took a second payment that was slightly less, some direct debits didn’t clear. Bank has been very good, thanks Nationwide! Asda on the other hand tell me it’s all the banks fault, has nothing to do with them! Customer Service Centre is a joke! A bad one!



Yes, it is still happening. Yesterday, 23 July 2015, I had to call my bank and was told that one particular account was in debit because ASDA had reserved a payment which normally remained on the account for up to 10 days. However, the bank did state that ASDA did it all the time and they cancelled the payment. I was then told because they have done it alot on my account that I either needed to ensure that I had double the amount the cost of the food shopping is in my account or keep calling the bank and they will remove the unwarranted payment. I was also informed that the next time it happened and no funds were available in that account that I would be charged. I have expressed my concerns about double-charging I did telephone ASDA Customer Service about some missing items on Saturday and also mentioned the double-charging issue. She said that they did not know of any problem with double-charging. I have just telephoned ASDA Customer Service (which number is listed in the email confirmation and on the order when it is received) yet again (24.07.2015 @ 13:30) and spoke to Tariq (who was polite) who kept going back to the supervisor for advice and was then told that Customer Services cannot deal with this issue and I needed to contact the Head Office. Is there any further update on this double-charging problem from ASDA?



I was fortunate in my case that my bank (HSBC) were excellent. They stopped the additional increased payment as unauthorised as I had not given permission for this amount to be debited and cancelled the bank card as fraudulent use so they could not access it. You go through all the security checks online to authorise the payment and then without permission a totally different amount is taken. The get out clause is that the prices can change overnight – who is monitoring this? IN my case a 65% increase in less than 24 hours with no prior warning. Asda must be making a nice sum of interest in this overcharging and excess monies they hold onto. Needless to say I have never shopped online with Asda since.



I had the same issue with Air France when i booked tickets for myself and my two children. They reserved the full amount but then also took the full amount in 3 separate transactions! My bank gave me a code to give to air France asking them to fax my bank the code to release my money. Did they do it… they flat out refused i was over drawn through no fault of my own and was left with no money for 5 days before they finally agreed to release the reserve!!!


dave taylor

Ive been following this thread very closely and have emailed Asda and not got a lot back from them. what i can see is that this issue has been going on far too long despite Asda “schizophrenic attitude” of were fixing this or its not our fault reasoning.
Ive also sought some further clarification on Asda’s responses to people getting issued with bank charges due to Asda’s “ring fencing” policy. They have stated in this thread and in which’s own magazine that people will NOT be left out of pocket due to this and any charges would be reimbursed. This is documented and Asda have issued “statements” to this effect to Which researchers. Ive asked Which to follow up on these statements (as Asda have denied they have made such communications to which) and to get back to me. im awaiting Which’s reply as to who they spoke with and Asda’s position on this. Ill up date you all when this happens.



A few weeks ago Watchdog mentioned this and said they had been told by Asda that plans were imminent to have their procedures brought in line with Tesco and Sainsburys and that customers would no longer have one payment charged and a similar amount “reserved” for a few days ….I don’t recall a definite date being announced for the change .

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