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?

137 comments

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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!

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Suzanne

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?

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NB1

Asda on line shoppers BEWARE
I shopped from Asda on line for the first time last week. The total came to £103.71 including delivery. Products were delivered with a few replacements. The invoice, however, was for £113.77 including delivery. I called Asda customer services and was told the prices had changed from when I ordered on Thursday 20th to delivery on Friday 21st. Apparently, this is according to Asda terms and conditions. The representative was apologetic but could not help. Asda advertises competitive prices on their groceries on line to push sales. However, they charge customers higher prices and I wonder how many people check their invoices in detail. Please pass this warning on to all your family and friends.

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NB1

I wrote to Andy Clarke, Asda CEO and received the following message:

“Thank you for taking the time to write to Andy Clarke regarding your Home Shopping order. As part of Andy’s team, he’s asked me to investigate and respond to you directly on his behalf.
I’m sorry when you received the order it cost more than when you ordered it, I can appreciate how disappointing this must be for you as you weren’t expecting the increase in price.
As prices may change on a daily basis, and the site is updated overnight, prices on the site are a guide only. There may be variations in the price between the time you place your order and the time we are due to deliver, or you are due to collect, your order. You will pay the same price (excluding our online only promotions) that you would pay if you came to do your shopping at the store from which your order is dispatched on the day of delivery. You will be able to see this in our terms and conditions.
I would like to advise you that we do work very closely with Trading Standards so if they do have any questions for us after you contacting them we won’t be more than happy to answer them.
Thanks again for contacting Andy. If there’s anything else I can help you with, please do get in touch.
Kind regards
Nick Sharp, Asda Executive Relations
Global Shared Service (UK)”

What a lot of bull ****! Please forward this warning to all friends and families. DO NOT TRUST ASDA’S LOW ON LINE PRICES AS YOU WILL BE CHARGED HIGHER PRICES!

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ROSE

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.

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cc

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…..no 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!!!

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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.

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Stuart_B

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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dieseltaylor

Good work taylor : )

Please do keep us in the loop.

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Aga

I’m just dealing with exactly same situation with Asda, never done shopping there but on 24/07/2015 decided to try to save me some time, placed grocery order for total of £48,
next day- on sat went online to check my bank account and find out I have pending transaction from Asda for £48 and another one for £140!!!
Rang my bank – Lloyds and explained situation, all been treated as a fraud, my card was cancelled and transactions stopped, hopefully will get my money back,
Asda customer service was so poor, words can’t describe it, spoke to 2 people who I couldn’t understand as English was so bad and at the end advised me to cancel all transactions with bank.
I emailed Asda my complain but don’t expect any respond.
Now just waiting for my £140 back

Hi everyone,

We’ve been in touch with the Asda press office about this and they’ve promised to investigate cases where customers have been left out of pocket. So if you’ve incurred bank charges as a result of this problem and your bank hasn’t refunded them, please send us your name, contact details, Asda order number and a brief description of your correspondence with Asda customer services to conversation.comments@which.co.uk and we will pass them on to Asda.

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dave taylor

im so glad Asda are moving on this! it really is about time. well done Which for keeping this thread going and making Asda see sense. Customers should not loose out due to their “different” way of doing things.

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Amanda

Too little far too late asda. Won’t be shopping with these robbers again whether they fix it or not.

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Martin Steer

I always pay by credit card now (apparantly they cannot ring fence credit cards, or so I’m told), then transfer the money from my bank account

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janine d

Had am online shop from asda yesterday and ive been chrged £40 for items that were unavailable! Have rang them twice but to be honest it was pointless as they disnt seem to get that although they should have only charged me 37quid they have charged me 77! I have emailes them today aand hope I get some better luck with that. £40 is a lot to lose and im worried I wont get it back. Has anyone had any issues the same? Did you get your money back?

avatar

NB1

Asda on line shoppers BEWARE
I shopped from Asda on line for the first time last week. The total came to £103.71 including delivery. Products were delivered with a few replacements. The invoice, however, was for £113.77. I called Asda customer services and was told the prices had changed from when I ordered on Thursday 20th to delivery on Friday 21st. Apparently, this is according to Asda terms and conditions. The representative was apologetic but could not help. Asda advertises competitive prices on their groceries on line to push sales. However, they charge customers higher prices and I wonder how many people check their invoices in detail. Please pass this warning on to all your family and friends.

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John Ward

It is possible that some of your items were lower in price on delivery day but offset by a number that had gone up overnight. Even so, a £10 price variation is high on an order that size and could be financially embarrassing in some cases – I feel they should have contacted you to check that you were still happy to proceed or would like to drop one or two items from the order. Obviously it is impossible to lock in the price at the time of ordering, and it could have gone either way, but I think Asda need to smack their own bottoms for once. As a matter of interest, were you able to check where the variations occurred – were there one or two significant changes [like a bottle of wine coming off discount] or was it scattered across a range of products? Unfortunately, although they say you can decline substitutions and price increases at the time of delivery. in practical terms this is almost impossible.

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Karen Remnant

I think the increase was down to the replacements! I always make sure I’ve removed the substitute option. If they haven’t got the item I’ve ordered I don’t want to find I’m being charged for a more expensive alternative!
The best advice I can give is to remove the substitute option! Asda can make enough mistakes on their own. We don’t need to give them another way of playing fast and loose with our money!!

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