Asda have charged me twice, how do I get my money back???

LisaM6

Hi, this is my first time using a Forum, so I apologise if I've posted this in the wrong place

I went to Asda on Sunday, and when I left I realised that my Visa Debit Card had been charged twice. I returned to the store within minutes of leaving and raised this issue with the staff on Customer Services, I was told to return the following day with a statement and my receipt and a refund would be issued.

So, on the Monday, I returned to Asda with the receipt, a statement from the bank and Authorisation Codes for both transactions only to be told that Asda don't have my money, and I wouldn't get it back for 2 weeks???

Basically, I have been left with an unauthorised overdraft, returned Direct Debits, and the possibility of my mobile phone being cut off until I am able to pay the bill (when Asda gives me the money they took from my account basically). And RBS are saying that there is nothing they can do about it.

Does anyone know if there is anything I can do to challenge this? I don't really fancy having to pay over £60 in bank charges just because Asda decided that they wanted me to pay twice for my (already over-priced :rotfl:) groceries!!

The bank have said there is nothing that can be done and I have to take it up with Asda or wait for the money to "just drop" into my account - very helpful, and there was me thinking that you were protected when you shopped with Visa.

Any advice would be greatly appreciated

Lisa

Azari

This would probably be better in the banking forum as there are more people who are expert with dealing with recalcitrant banks, there.

I'm pretty sure that your bank can do something about it but you will need to be tough with them.

bell123321

This happened to me at Aldi, the bank can do it but do not like doing it as there is no proof you didn't purchase twice. I managed to get my bank to do it as the two charges were within less then 10 seconds of each other and the bank agreed to drop the second charge. However it is ASDA responsibility, ASDA are probably trying to get the bank to drop it by waiting two weeks (if it is a what they call ghost transaction). If you are able to get a bank statement that clearly shows both transactions and showing it belongs to ASDA go back to ASDA, or maybe contact their customer services line.

Abbafan1972

I'm not sure how you knew straight away that Asda had debited you twice.

When this happened to us we had to wait a few days for the money to go out of our account and show on our statement. The self-service checkout threw a wobbly half way through my card payment and I had to do it again. I asked the member of staff if I would get debited again and she said no I wouldn't. Low and behold the same transaction went out twice on the same day.

Hubby took the bank statement down to customer services and they refunded us, in cash because the card machine wasn't working. Luckily it was only for about £30.

snowyz81

This can happy with debit card, has happen a few times at my work (we take debit cards online and sometimes (IT clitch) it processes twice)

The funds would not hit adsa till the funds leave your account, usually 2-3 days later. However if its been "processed" twice the bank puts a hold on the funds till asda claim it. If they dont claim it within 10 days the funds become available again. A pain if you are relying on them for other payments. The hold on the payments is the bank not asda. Unless the funds have Physically left your account twice asda wont be able to help.

Forwandert

It's neither the bank or ASDA it's a problem with all merchant transactions and the bank's always blame the retailer and the retailer blames the bank but it's a ghost transaction from the merchant between the two that authorises the transaction. ASDA don't have your money so can't refund it and the bank is basically holding the money waiting for ASDA to take it which they never will. The bank could release the hold but never will and it's easier leaving you chasing round in circles as by the time you've finished its usually back into your account anyway. You will struggle to do anything until they money just drops back into your account.

Even if it shows as being taken from your account it won't be its just in limbo.

Mirium

Hello Everyone
Asda have done this to me too this weekend and stripped my account by taking two payments out ... and left me without money..
Ive approached my bank but they are hanging onto it .. approached Asda and they wont release it either, so im passed one to another at my wits end as that money was to pay things in my bank im now over drawn
After investigations i have found out this same problems with Asda goes back at least a year of the continued taking 2 payments from people accounts .. as there are references to both "Which Magazine " and Watchdog where they have both been onto Asda over this problem but it seemingly has made no difference to them though AS Asda are still doing it .
It has caused me great distress ,illness and suffering over this matter , i will never shop with them again .. im very angry at how ive been treated
My sympathy and kind regards to you all ,as it is no joke at all when this type of thing happens to you , as you tend to feel so alone and isolated with the problem and no access to your own money.

Forwandert

To be honest it can happen with any retailer. It's just a blip in the system, you tend to read more about it with the supermarkets due to the huge amounts of transactions daily.

Edit just to add. ASDA haven't done anything to you, they haven't stripped you of cash and haven't got your money.

Horseunderwater

Back in 2002 we had this very problem with the COOP. At the time our debit cards were electron type and not the proper visa debit types that we now have. We kept getting failed DD's and charges and I could never get the balance to be right on our account. Bank never cottened on either. I found out simply because I was the only other regular customer in my local coop who used this card and it was happening to this other lady as well. The coop manager mentioned it to me and lo and behold as soon as I doubled up all coop transactions balance was correct. Did not have an online BA then, so had to phone them up each time and ask them to return the money to the account to prevent bank charges with DD etc that I knew were going to hit the account. It stopped me from getting house insurance for years, because one of them had been refused so many times. Took about 2 years to finally get it resolved. Finally we got given a visa debit card when we renewed cards at expiry and problem finally went for us. The woolwich were very good to us and notes were popped onto our file to explain about it all and each time money was returned from the ghost(holding account) we were warned that if retailer did call for it again, then they would re charge us. Since I knew I was correct I agreed to that - but we never got re charged. It is upto the bank to sort it out, but as I said you will need to agree that returning that money to the account, will mean that they can recharge if it does get called for again. Then when any bank charges hit your account, which will be well after the 10 business days, wait for the letter/s to arrive, ask for charges to be refunded as it was the ghost transaction that caused them in the first place.

Azari

Forwandert wrote: »

To be honest it can happen with any retailer. It's just a blip in the system, you tend to read more about it with the supermarkets due to the huge amounts of transactions daily.

Rape and murders happen every day. Does that mean that nothing should be done about them?

Edit just to add. ASDA haven't done anything to you, they haven't stripped you of cash and haven't got your money.

How do you work that out? Why is it that, on this forum at least, it's only Asda that seem to be doing this and they have done it to several people?

System

Azari wrote: »

Rape and murders happen every day. Does that mean that nothing should be done about them?

You really should try and cut down as it can't be good for you. Try limiting yourself to one murder a week, then a month, then a year and hopefully you will soon wean yourself off this cycle of violent crime.