ASDA self service machine gobbles up £20

barbiedoll

Your big mistake was inserting the second £20, I certainly wouldn't have done that! And if the machine had let you know how much change you are due then clearly it had registered the original £20 note when you inserted it.

Did you get the name of the "executive" who originally saw the amount of change that you were due? Write to Asda (head office, not your store) and explain, maybe put a draft of the letter on here so that someone can help you with the wording? Send with list of the things that you purchased along with the prices if you can (I know this may be difficult, their prices change daily!) Don't bother with emails, you need to get your complaint in writing with a hard copy that they can't ignore. And don't forget to keep a copy for yourself.

Don't be fobbed off, the woman at the till saw that you were owed change, therefore she must have known that you had put money in there. Let us know how you get on!

paddedjohn

If it ever happens again refuse to leave until its sorted and if they refuse to sort it out there and then walk with the goods you have paid for and return for your change, I certainly wouldnt be paying twice.

Norman_Castle

I had a problem recently which asda in store customer services wrongly dismissed, (they were also unhelpful and a bit rude). asda own brand goods have a careline 0800 number on them. I called this and received a much more competent and intelligent response.

As above, I would have stood there until it was sorted.

Forwandert

Self scans aren't checked everyday, dependant on the type of Asda store they are only fully 'cashed up' once a month. The rest of the time its just a rolling float and not checked.

fionajbanana

Earlier this year, I went through a self scan at Sainsburys after I did a big shop and forgot two or three items. Put in £20 and the till crashed.

The checkout supervisor checked the screen covering the all the self scans to prove I did put in £20 and then opened the till, rebooted the till and it then did spat out my change. They also tell me that the self scans are topped up with change daily and notes, weekly - hence why some self scan tills have card only signs on them on Wednesdays.

I think Sainsburys have a system where transactions are recorded on self scans which includes what money was inserted and the change given. They have a record of all till transactions as I had a situation about 18-20 months ago where I was charged twice for a transaction, though only put my PIN in once. As it was a credit card, I noticed this 5 weeks after the transaction and threw out my receipt as it was just food and cleaning products.

Perhaps when you write to Asda HQ, tell them as much info as possible about which till number, the time you were at the self scan etc and hopefully they have the same system as Sainsburys.

More fool Asda for not bothering to opening the till and giving out the change.

Kingsd316

Think if this happened to me and it was indeed showing it had registered the money and calculating the change i would have taken a pic on my phone before it was reset.

(actually i probably wouldn't have, but after reading this thread i will remember to if im in that unfortunate situation)

Money-Saving-King

Kingsd316 wrote: »

Think if this happened to me and it was indeed showing it had registered the money and calculating the change i would have taken a pic on my phone before it was reset.

(actually i probably wouldn't have, but after reading this thread i will remember to if im in that unfortunate situation)

I thought the same thing or pay by card which I almost always do but if I were to pay by cash (mainly if I want to get rid of change) I'll take a pic if this happens.

hunkietechie

Thanks for all the inputs and advices. In retrospect, it does look logical to take a screenshot of the till as a proof but I never expected that they would say the money is lost! Was thinking that the money would be stuck somewhere in the machine and would get it back the next day. I do know the name of the executive who was there at that time and have sent a mail to customer services with all the details. They just called me sometime back and said that one of the manager is looking into the issue and that I should expect a call back in the next 48 hrs. Hopefully fingers crossed that they come up with a positive reply. Also I am due to leave UK for a couple of weeks this Friday and asked them if they could email me if the phone is not reachable which they replied in negative. So if it's sorted by thursday all fine else its a mess!

hunkietechie

Been quite a while now but thought would update everyone on the outcome. So I contact the ASDA customer service on phone after I return from my 2 week vacation and the guy on the phone say first said that if the machine didn't show any money then nothing can be done but when I questioned him again about cash being 5 pounds short, he said he would talk to the store manager who would give me a call in the next 10 mins. As turned out, he didn't call in the next 10 mins but did call in about 3 hrs.. this was a new guy and the earlier one was no more with ASDA...so he started off with his customary "sorry for the inconvenince...." stuff. When I was thinking that I am not gonna get anything out of it, he mentions that I can come next day and collect the 20 pounds from the store!!

So I go the next day and encounter the same woman at the customer service with whom the whole issue started at the self service machine. Told him about what the store manager said to me and she takes out a 20 pound note from the counter and hands it to me!

Was relieved to get back what was deservedly mine after a month. Don't know what prompted them to agree to give it back...either it was because of the new manager or if they found the 20 pound note...but the bottom line is ...perseverance pays!

pinkshoes

I'd change supermarket. ASDA have the worst customer service. I had too many problems with their online shopping, and their customer service was shocking, and far less stressful to just be out of pocket!

Tesco, on the other hand, have fab customer service. Cannot fault them so far!