Asda took two payments for shopping on line £54 and £540.00!

freedom99purple · 29 August 2012 at 12:51PM

Hi can anyone please help my daughter does her shopping at asda on line every week. She has a 4 week old baby and is recovering from the opperation and not doing too good.

She had a small shop delivered last Saturday of £54.00 and when she checked her bank last night the £54.00 had been debited but there was also a payment for £540.00!

She called the bank but they said its nothing to do with them because it's a card payment so she called asda but they are saying it has to go to head office to be checked and then a payment will be made into her account but it will take at least 5 days!
Her account is now overdrawn and she has at least one bounced DD and more will bounce on Monday plus no money in her account to get shopping this weekend.
She has 3 wee children to feed and is in a state because they are saying they will only pay charges after she gets her bank statement at the end of the month. So far she is £100 ish in charges she can't afford to pay so even the charges will bounce this is going to put her bank in repeat default.

It's going to be a long time before they deal with this and I don't think it's on she has tried to phone them several times but can't get head office just keeps being put though to Indian (?) call centre.
We had plans to go out today to get school uniforms for Monday but thats no going to happen because she is sitting waiting on a call which she was told might be today.

This is disgraceful customer service to nick someone money and then consider when you will pay them back.

Any help would be very grateful

Thanks Pauline

dancingfairy · 29 August 2012 at 1:50PM

Can she explain the situation to the bank and ask for a temporary overdraft whilst this issue gets sorted out? I'm not sure whether the bank can refund the transaction if she says she didn't authorise a payment that size. Does she have any proof of the transaction on her computer or anything? Hope someone can help her sort something out (I'm sure it'll all get fixed eventually).
df

flutterbyuk25 · 29 August 2012 at 7:37PM

OP - there is a similar thread in the Arms where this has happened to others this week.

freedom99purple · 31 August 2012 at 2:16AM

Thank you I looked that up seems people being offered £200 compensation + free shopping when all they told my daughter was she would get a refund in 3-5 working days and to forward on any bank charges on her next statement.
So I got the email address of andy Clarke from here and he phoned her gave her a refund for her shopping plus a gift card in the store for £75.00 which we had to drive 40 miles to pick up and he only did this because they left her with no money for shopping.

Seems she should have gotten the £200 like everyone else do you think we should complain?
And why did they tell a lie and say she was the only person this had happened to don't they know there is such thing as the Internet and word gets around.

Thanks again