Asda home delivery - holding my money even though I have paid them!

jacobsdaduk

I have just been to the shops and had my current account card declined due to insufficient funds, even though I know I have £170 balance in that account.

I didn't have my phone with me, had no fuel in the vehicle and had to walk home for fear of running out (after the embarrassment of having to put everything back on the shelves!). I went home and called my bank (Coop). They told me that Asda were holding £161.06 for some home shopping was delivered and paid for on 30th September (and which came to £157.05 in total) even though the £157.05 has already been debited from my account.

After complaining to Asda and getting nowhere, I called my bank as Asda had told me the funds were being held by my them and should have been refunded. I called the Coop and was told that the funds had, in effect, been taken twice by Asda and that the money would clear on my account again in a few days. I was furious as I had already paid and this left me with no cash to withdraw. The Coop were very helpful and have now released the funds.

What a con. The Coop have advised me that they have written to Asda on a number of occasions and asked them to stop this practice, but that they continue to ignore the request. This is happening, apparently, to a number of people on a regular basis.

Apparently, this procedure is all mentioned in the terms and conditions of the website. I'm still to find them. Surely Asda should be made to make this much clearer to people? I was really embarrassed that this happened in a shop I go to all the time. I was at the front of a big queue and felt awful!

chalkysoil

sorry this happened to you, there are dozens of threads on here by people in the same situation re funds.

jacobsdaduk

Cheers. I've written to Watchdog for what it's worth. Will show them the threads if they bother to respond.

Naturlee

I have never heard of asda holding or taking the money twice, But what my bank does is when i buy stuff online, it comes direct from my account and the bank hold it for a few days then pays it out to the people.

jacobsdaduk

Naturlee wrote: »

I have never heard of asda holding or taking the money twice, But what my bank does is when i buy stuff online, it comes direct from my account and the bank hold it for a few days then pays it out to the people.

Both Asda and the Coop bank have confirmed to me that this is way they operate.

simbalou

Hi, it has happened to me so many times I no longer use Asda home delivery. So embarrassing when my card was declining when I knew money should have been in my account. It's such a shame they do this as I prefer Asda food and I'm on such a tight budget that I cant afford to have them holding my money, it was 10 days last time before it was refunded. I think they need to review this process but I doubt it bothers them as much as it bothers us!!

jacobsdaduk

simbalou wrote: »

Hi, it has happened to me so many times I no longer use Asda home delivery. So embarrassing when my card was declining when I knew money should have been in my account. It's such a shame they do this as I prefer Asda food and I'm on such a tight budget that I cant afford to have them holding my money, it was 10 days last time before it was refunded. I think they need to review this process but I doubt it bothers them as much as it bothers us!!

Did you complain? If so, what was the response?

sarah1972

Its never happened to me with my numerous Asda home deliveries?

They hold the amount of the shopping and then it comes out of the bank when its delivered.

This week I have got £98 pending out of my bank today and then once its delivered tomorrow it will completely come off my balance.

jacobsdaduk

sarah1972 wrote: »

Its never happened to me with my numerous Asda home deliveries?
QUOTE]

It had never happened to me either until this week and I've used Asda for 3 years.

It won't be happening again either. Tesco can have my business from now on instead.

pollyskettle

Naturlee wrote: »

I have never heard of asda holding or taking the money twice, But what my bank does is when i buy stuff online, it comes direct from my account and the bank hold it for a few days then pays it out to the people.

They do indeed 'ringfence' the money, just as most other online retailers do for advance orders. Unfortunately, sometimes when Asda process the order, instead of using the original banking reference given for the ringfenced money, they put the transaction through separately as a new transaction, resulting in the first amount ringfenced and not released for some time (I think it's five working days, but I'm not certain) and the second amount actually debitting the account.

This is it in a nutshell - they did it to me once too.

jacobsdaduk wrote: »

Did you complain? If so, what was the response?

I complained (about this and other things) and have a £5 voucher sat in my Asda account which I won't use as I told them to shove it

jacobsdaduk wrote: »

sarah1972 wrote: »

Its never happened to me with my numerous Asda home deliveries?

It had never happened to me either until this week and I've used Asda for 3 years.

It won't be happening again either. Tesco can have my business from now on instead.

I don't use them any-more either, not just because of this but because their online shopping service is beyond a joke and would be better run if they solely employed work experience kids. This is the case in my local store anyway, which is odd, because if I actually visit the store, the staff all seem nice, courteous and efficient, whereas their online service is anything but. Never had any problems with Sainsburys and consequently they get all my business.

sarah1972

jacobsdaduk wrote: »

sarah1972 wrote: »

Its never happened to me with my numerous Asda home deliveries?
QUOTE]

It had never happened to me either until this week and I've used Asda for 3 years.

It won't be happening again either. Tesco can have my business from now on instead.

Dont expect Tesco to be any better,

In my opinion;

3 times they didnt have bread. milk or eggs and didnt substitute because that would involve price matching.

Not been turning up on time

Items missing most weeks

Hold your money in the same way Asda do.