Tesco Direct forgot to take a payment

taylorj29

I had a phone call from Tesco Direct today to say that they had a technicalproblem on their system when we purchased and item in July 2012 and they failedto take the payment. They suggested we check the statements and they would callback to take the amount due.

We have checked said statements and they didn't take a payment when weordered it.

Question is where do I stand regarding paying for it now, we are reallytight after Christmas and could do with deferring it for a couple of months.

Any advice would be great.

realised

If you speak to Tesco, the may be kind enough to let you pay in installments etc as it was down to their techincal error.

BG508

Tesco Direct phoned me tonight as well...they hadn't taken a payment for an order I placed in August 2012...I don't think they should try and resolve their problems over payments by telephone ..I have asked them to write to me outlining the problem..I thought at first it was some sort of scam....I think even though the missed payment is their fault I am still obliged to pay..but I am not doing this without a written record

mttylad

That IMO is the best approach, it could be anyone on the phone.
Also repay them at your convenience, they should have taken the payment within a reasonable time.

arcon5

Legally you owe the money.

keyser666

mttylad wrote: »

That IMO is the best approach, it could be anyone on the phone.
Also repay them at your convenience, they should have taken the payment within a reasonable time.

There is no law AFAIK for you to pay at your own convenience however if you dont have the money I suppose there isnt much they can do other than the usual routes. Also there is no law to state they should take it in a reasonable time, the time is a lot longer than probably what you would think reasonable

MamaMoo_2

If it's within 6 months of the order date, the authorisation for your card is still valid, so they *could* just whip it out of your account. After that they will just write to you.
If your transaction is within the 6 months, BG508, be very grateful that Tesco are contacting you rather than just debiting and potentially leaving you overdrawn.
I had a problem where a Christmas present I ordered was charged for, but then refunded in error due to issues with their collection system. Contacted them to tell them in December when it was refunded and was told they'd get back to me in January. Nothing yet. Very unorganised of them.

pmduk

I'm sure I've read somewwhere that they recently outsourced their admin overseas.

BG508

When Tesco phoned me regarding a payment they hadn't taken in August 2012 I asked that they put it in writing and send a letter via Royal mail...I heard nothing ...I went to my local Tesco Store and asked at the Tesco Direct Dept...they knew nothing of any problem...they said they couldn't check and gave me a number to phone,,,I felt I had done enough and didn't phone the number,,,Today I received an e mail from Tesco direct asking me to contact them via a telephone number....Having waited 20 mins with no reply I gave up...I have telephoned Tesco direct on another number via their website...They verified that there was a glitch in their system and asked for my card details..They said that they had a note on the system that I had asked for a letter to be sent...couldn't explain why it hadn't...I feel like telling them to take a running jump...I have told them I'm not doing anything until I get a letter and also want to know why it's taken so long for their mistake to come to light..I have always had no problem with Tesco but do feel they seem to be very unprofessional ...not putting anything in writing,

System

I can't help but feel you are not helping matters go smoothly. I accept you shouldn't pay a random guy who just phones you, but you phoned them then the last time so you know you are speaking to tesco. You know you owe the money so why didn't you pay?

Why are you wasting your own time and tesco's time?

It ridiculous.

pulliptears

BG508 wrote: »

When Tesco phoned me regarding a payment they hadn't taken in August 2012 I asked that they put it in writing and send a letter via Royal mail...I heard nothing ...I went to my local Tesco Store and asked at the Tesco Direct Dept...they knew nothing of any problem...they said they couldn't check and gave me a number to phone,,,I felt I had done enough and didn't phone the number,,,Today I received an e mail from Tesco direct asking me to contact them via a telephone number....Having waited 20 mins with no reply I gave up...I have telephoned Tesco direct on another number via their website...They verified that there was a glitch in their system and asked for my card details..They said that they had a note on the system that I had asked for a letter to be sent...couldn't explain why it hadn't...I feel like telling them to take a running jump...I have told them I'm not doing anything until I get a letter and also want to know why it's taken so long for their mistake to come to light..I have always had no problem with Tesco but do feel they seem to be very unprofessional ...not putting anything in writing,

Tesco Stores and Tesco Direct are 2 separate entities. A store can't help you sort out an issue with Direct.