Tesco duplicate debit

SkintMamma

I received an on-line grocery delivery last Friday, and they have taken a duplicate payment from my bank. I've spoken to Tesco, who insist they have only taken the one payment, and also spoken to my bank who confirm that Tesco have definately taken two. I've spent most of the weekend on the phone to Tesco and they are adament that they have not taken a second payment, even though I have given them authorisation codes from my bank, and twice e-mailed a copy of my bank statement to them.

In the meantime, we have been left with absolutely no cash all weekend (thankfully, I get paid tomorrow!!), and I am absolutely furious at the couldn't care less attitude I am getting from Tesco. I have phoned them umpteen times over the weekend, and only one person has ever bothered to phone me back. My bank said they can't help me because they can't reverse a card payment, and tesco say they haven't taken the payment so won't refund me. I have proof that they have taken the cash, but they won't accept it!

Can anyone help, or tell me what else I can do??

Thanks

SkintMamma x (even more skint since Tesco stole my money :mad: )

glider3560

What type of card? I assume it is either a Visa debit or a Maestro card?

Does the second debit actually show as a transaction on your account or has it simply come off your available balance?

SkintMamma

Hi, it's a Maestro card. Both debits are showing as actual transactions, and have come off my balance. The bank have confirmed that and have given me authorisation codes for both transactions.

I've spoken to my bank again this afternoon, and they said that if Tesco only claim one of them, the other one will be credited back to my account "some time in the next few days", but they can't credit me until Tesco don't claim it. That makes about as much sense as mud pie to me!

SM x

rb10

If both payments are actually showing up as transactions (i.e. you have two separate lines on your statement showing the two transactions), then they won't be credited to your account in the next few days. That response would be valid if your available balance was reduced by the amount of the transaction, but nothing was showing on your statement.

As Tesco have taken the payment twice, then it is up to them to refund it. It is probably worth asking to make a complaint, and make sure you get a reference number for it.

Paul_Varjak

I believe Maestro have a chargeback procedure so you should ask your bank to do a chargeback on one of the transactions.

SkintMamma

Thanks for the advice everyone. Both Tesco and my bank were still refusing to help, so I logged a complaint with both, and surprise surprise, the money has been credited back into my account this morning. I'm still non the wiser, and have no idea who's balls-up it was, but I've got my money back, and a £10 e-voucher off my next shop, so I'm happy.

Thanks again

SM x

ARTooD2

I work for the tesco call centre, albeit not on the phones anymore. When I did work on the phones though I always checked to see whether it was a duplicate charge or not, which is fairly easy to do, and refund appropriately. One problem that I did sometimes encounter was when a payment hadn't actually been taken by us but had bee "reserved" by the customer's bank. This caused no end of problems as there really wasn't anything we could do....anyways

hippey

This is a very common issue. Did the transaction physically appear on your statement? Or just as an authorisation ?