ASDA Warning for ONLINE Shopping

jamespir

keldw wrote: »

Sorry must clarify.
The problem is because I would NOT substitute, I was very upset this morning when I posted and I still am. The money is frozen in limbo because the bank can't release it without ASDA telling them to for 10 days and ASDA are still saying they don't release it I have to wait. Have now spent over 1 and half hours on the phone and they still insist this is standard practice. I have spoken to 5 different people in both customer services and accounts. All say the same.

Keldw

so theyve got 17 pounds on hold that you know that your going to get back dont see where the problem is

negg

This isn't a problem with Asda but the credit card companies.

How it works is this:

1) You place your order online and make payment. The payment is processed live on a pre-authorised transaction. This means it is 'ear-marked' on your account and confirms to Asda that your card is a genuine card.

2) Asda substitute the products and now have to charge you a different amount.

3) You cannot edit a pre-authorised transaction with some card processors so Asda start a new transaction to charge your card and this time process it with the lower amount.

4) To cancel the first (pre-authorised) transaction, Asda simply leave the transaction and it will time out if Asda do not take the money within a set number of days. This varies from card to card and can be between 5 and 31 days for most cards.

I think if you speak to your card issuer, they might be able to cancel the pre-authorised transaction and if Asda were then process it, it would come back as rejected.

alwaysonthego_2

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LizzieS_2

keldw wrote: »

Hi
This means that they have now take proper payment of £98 for the goods I recieved but also have got my bank to freeze the £115.11 they have on hold, even though they don't want it and can't take it. I now have to wait 10 days from the shopping arriving for my money to be avaliable in my account as the Bank say they can't release it without ASDA saying they don't want it. ASDA say they don't care and won't help and I will just have to be patient.

From the banks point of view you have placed an order for £115.11, the £98 is the final amount but they don't know it is linked to the £115.11 order - for all they know you could have placed an order for £115.11 and also gone in store spending a further £98.

The easiest way to deal with this is to ask your bank for a specific person to contact by email (you can use their general email address but that slows the process down). Email (not phone) Ada customer services to complain, demand that they email your bank (and copy the email to you) to show that the £115.11 was the original order and that will no longer be taken as they have taken the real relevant amount amount of £98.

It will take a couple of days to get a response and yes that is still bad, but it is better than 10 (Asda may also give you a goodwill gesture if you word the complaint strong enough).

pendulum

I think negg's post is a good one, that is how I understood the system worked. I don't think you can really blame ASDA for this as it's more the way the transaction system works.

hansonwa

Hi 1st post - but I wanted to tell of my woes with Asda.
3rd Nov spent 57.99 online for groceries to feed my Twins and friends at B-Party.

6th Nov - order delivered, before time slot & left with Neighbour in Green Boxes. I phned to ask 4 collecton of Green boxes CS ppologise say store wil phone Monday 9th Nov. (never rang me back)

6th DecAbbey Statement 100.00 in charges 4 going overdrawn and fees for using card with in sufficiant funds! Thinking Wierd should be funds there ceck statement ASDA charged me TWICE once on the order day and once on the delivery day.

To keep this post short I spoke to 38CS peeps sent 2 emails to the complaints address given by CS. No reply.
1 email to Andy Bond to reply 1 short angry email to AB reply from Jordan Anderson
My arguments wer this Abbey wanted the 100.00 charges xmas eve I dint have a 100.00 to spare, ASDA refused to pay charges untill I had paid them.
I explained that would result in more charges as I dont have the money to Pay.
1 x 50 mile trip to nearest Home shopping store with Statements as they were saying I had only been charged once (like id waste my time chasing if I had only been chared once)
Lots of EMails with Jordan Anderson - each tme repliyin No to refund of charges till I had Paid.

One Final emai asking Mr Anderson to rconsider and if I hd not heard by 2pm I would take to any public domain tha would here me.
Immediate reply we will pay your charges refund is being processed today immediatly.
What hurt the most is they did not refund due to the fact me & m twins would have to go with out over xmas but bcause they didnt want the bad Press.
Also I made nemorous request for a copy of there Complaints and CS policies, only on last email when highlighted in red did he respond -
We do no have either policies we treat each complaint individualy, what a cop out in other words we do what we please leaving you worse off unless you threaten to name and shame us.
Honest I thinks its a disgrace they have no Complaints or CS policy that they stick by.

So You all know they DO take a holding amount on the day you order they then take funds on day of delivery.

tiggerlace

Hi this is my first post so i hope i have the correct section?

I had a delivery ordered for the 22nd December to include all Christmas food etc however, due to the snow conditions Asda didn't deliver. We asked if they could keep it and we would pick it up as they rang after the due time on the actual date of delivery. They said this wasnt possible and that was that. Do we have any recourse?, am I being unrealistic in expecting some kind of compensation as a loyal customer of Asda who, like lots of others have spent a small fortune there over the years?

Drea2904

jamespir wrote: »

so theyve got 17 pounds on hold that you know that your going to get back dont see where the problem is

Are you reading the same thread its £115.00 the op is out of pocket as its on hold, it is HER money that the bank/asda are holding.

OP have you had anything back as yet?

mrsjock

My shopping was delivered on 21st December. Asda pre authorised £127 on the 20th and then billed us £130 on 21st after delivery.
My husband is disabled, I am his carer and our only income is benefits.
We were left unable to touch the £127 from 20th december until today 30th
No turkey dinner for us this christmas as I was going to go and buy it on xmas eve from the butcher.
No fruit or veg as I always get this fresh xmas eve too.

Did Asda give a damn when I phoned,did they F**k I was instructed to log onto my pc and go to asda website and look at the terms and condition under pre authorising payments.

SHAME ON YOU ASDA

hansonwa

Contact [EMAIL="Andrew.Bond@asda.co.uk"]Andrew.Bond@asda.co.uk[/EMAIL]
Tell him your complaint tbh they only listen when you threaten with the Press, so I suggest one email using bullet points to keep it simple,
Then when they reply respond with you are still unhappy and as they are so heartless you will take your complaint to the press, Consumer direct and the Financial ombudsmun (I did all this on the advice of Consumer Direct) and eventually got a refund see my post a few days back.


sod it here you go last copy of emails (lots sent that day)

Dear Miss

Thank you for taking the time to reply to my email.

I'm concerned to read that you're so unhappy with my comments and don't feel I've addressed your comments. I can assure you I am sorry for the problems you've experienced with this order.

I've spoken to ********, the Home Shopping Manager, and discussed the details in your last email.

It would appear a genuine mistake was made by my colleagues when they said you'd only been charged once for this order. ****** explained to me that she had offered to pick up the statements but you preferred to take them to the store yourself.

I've asked ****** to call you this morning to discuss the green boxes being left, the delivery arriving early and also the promise she made about the money being in your account before the charges go out. She is in the best position to pick these up and answer these questions.

I'm sorry if this will have an impact on your credit rating and your relationship with your bank. However as stated in my previous email, as you haven't yet received these charges I can't yet cover this potential cost for you. If your bank do charge you these amounts please send me copies of your statement showing this. I'll then be able to refund these for you.

I am taking into consideration the inconvenience you've currently incurred when processing this gift card for you.

Thank you again for your email. I hope this answers your queries.

Your sincerely

Jordan Anderson



To: Jordan Anderson (he replied to my email sent to andy Bond CEO)
Subject: RE: Urgent Attention required
Importance: High

Still not Happy, My suggestion is this You pay the money to cover the charges, I then repeat a Fax of my statement in January to Prove the charges have been paid.
If not by January the charges will have increased due to me being unable to afford them.
So Mr Anderson I ask you again Please reconsider, or think of us on Christmas day and what you are doing to us.
If I do have reply By 2pm I will proceed with Fraud and inform any Public platform that will listen.
You do not have the right to take Christmas away from my 3 year old sons, you should feel ashamed I will on xmas morning when they do not have the Bikes they have been promised for being good - what do I say Sorry Mummy cant afford it due to the Nasty Mean uncaring people at Asda??
I am still awaiting the Policies on complaints and Customer service this is the 3rd request. Do you not have one - why do you not answer this request?

REPLY

Dear Miss

After further discussion with my team we will refund the charges you incurred as a result of the second payment we took for your Home Shopping order.

This will be for £81, as this excludes the two advance overdraft interest amounts on your statement. I'll ask this to be processed today, so it should show in your account prior to Christmas.

If you have any further queries please let me know.

Yours sincerely

Jordan Anderson


Dear Miss Hanson

In response to your request for a copy of our Customer Service and Complaints Policy, I can confirm we don't have any documentation such as these.

Any queries or complaints we receive are always individual to that specific customer.


Yours sincerely

Jordan Anderson