/ Money, Shopping

Double your money? Asda online shoppers still charged twice

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?

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?

Comments
Guest
Guest
david roberts says:
15 February 2013

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

Guest

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

Guest
david roberts says:
17 February 2013

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

Guest

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

Guest
david roberts says:
17 February 2013

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

Guest

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

Guest
Trish says:
21 February 2013

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

Guest
david roberts says:
21 February 2013

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