No cash back given at ASDA

joseph9a

Not sure if this is the right place to post this but here goes. I was in Asda a few weeks ago and purchased some goods at the self service checkout, I had approximately £35 available in my bank account and the goods came to £13 so I put in £8 cash and the amount due was £5.33 so I put in my card and asked for £30 cashback. When I put my pin in the card machine said transaction completed please remove your card. When I did this the self service till screen suddenly changed to a desktop background like you would get on a normal PC. So I never got a receipt or my cashback.

I was told to wait 24 hours and see if he money was taken. I waited and the money was missing from my account. I was then told when I went back that the money was on hold by a company called streamline and would go back into my account after upto 10 working days. This time has now passed and I have been back to Asda and the woman was really frustrating me as she was saying Asda have not taken my money as streamline have no record of the transaction but it is on my statement as being taken £35.33. I am not sure what to do now I cannot speak directly to streamline as I do not have a merchant number and barclays have told me hey cannot do anything on their end as, as far as they know the transaction went through and I got my cashback.

The only proof I have is CCTV to prove I never got any cashback as I noted the time and date of when it happened. Also when it happened a member of staff spoke to me and could verify what happened. Does anyone have any advice for e please.

Thanks joe

MamaMoo_2

joseph9a wrote: »

Not sure if this is the right place to post this but here goes. I was in Asda a few weeks ago and purchased some goods at the self service checkout, I had approximately £35 available in my bank account and the goods came to £43 so I put in £8 cash and the amount due was £5.33 so I put in my card and asked for £30 cashback. When I put my pin in the card machine said transaction completed please remove your card. When I did this the self service till screen suddenly changed to a desktop background like you would get on a normal PC. So I never got a receipt or my cashback.

I was told to wait 24 hours and see if he money was taken. I waited and the money was missing from my account. I was then told when I went back that the money was on hold by a company called streamline and would go back into my account after upto 10 working days. This time has now passed and I have been back to Asda and the woman was really frustrating me as she was saying Asda have not taken my money as streamline have no record of the transaction but it is on my statement as being taken £35.33. I am not sure what to do now I cannot speak directly to streamline as I do not have a merchant number and barclays have told me hey cannot do anything on their end as, as far as they know the transaction went through and I got my cashback.

The only proof I have is CCTV to prove I never got any cashback as I noted the time and date of when it happened. Also when it happened a member of staff spoke to me and could verify what happened. Does anyone have any advice for e please.

Thanks joe

Have you tried contacting the bank for the authorisation code and given this to Asda to pass to Streamline? Hopefully this will help them track the transaction.

Thomas_Hardy

I'm confused - the goods came to £43, you paid £8 in cash and £35 on your card. Do you mean that the goods came to £13?

joseph9a

Thomas_Hardy wrote: »

I'm confused - the goods came to £43, you paid £8 in cash and £35 on your card. Do you mean that the goods came to £13?

Yes that's right sorry ill edit the original post

HappyMJ

Speak to the manager....forget about trying to negotiate with customer services on this one...and ask for a cash check on the till. They'll get the computer to print out how much cash should be in the till and then manually count it. They may do this overnight or next day. If the till has £30 too much then that's your £30....

wealdroam

HappyMJ wrote: »

Speak to the manager....forget about trying to negotiate with customer services on this one...and ask for a cash check on the till. They'll get the computer to print out how much cash should be in the till and then manually count it. They may do this overnight or next day. If the till has £30 too much then that's your £30....

But the incident happened over two weeks ago.

HappyMJ

wealdroam wrote: »

But the incident happened over two weeks ago.

So...by now the till has been counted and the balance in it checked and written down in some form and logged in the computer so unless they stole the excess which is unlikely as two members of staff count the money then they have £30 more money than they should have.

Fire_Fox

Write a letter of complaint, in store you will be dealing with shop floor staff who have little to do with cashing up or accounting. What do you mean "I was told" by whom? Did you ensure there was a written record of the incident at the time?

agrinnall

I would say that rather than dealing with ASDA you should be disputing the transaction with Barclays, they are the ones with the resources and contacts to track what happened with the transaction. Sounds like the first time you spoke to them they fobbed you off so you need to be more persistent.

MamaMoo_2

HappyMJ wrote: »

So...by now the till has been counted and the balance in it checked and written down in some form and logged in the computer so unless they stole the excess which is unlikely as two members of staff count the money then they have £30 more money than they should have.

However, if the card transaction hasn't registered correctly then the till would balance anyway.

dalesrider

agrinnall wrote: »

I would say that rather than dealing with ASDA you should be disputing the transaction with Barclays, they are the ones with the resources and contacts to track what happened with the transaction. Sounds like the first time you spoke to them they fobbed you off so you need to be more persistent.

Given that its debited. Then it will be PIN transaction. No dispute rights on these.
If asda said it did not go through, then they should have given a void reciept.

What I don't get is why pay part cash and then get cashback.