charged twice as a result of asda self service

newfoundglory

I have been charged twice on my card after using asda self-service

After entering my pin and the payment being accepted, i removed my card as instructed and the machine froze - at the point it showed on-screen i had not paid. no receipt was generated.

I was asked to pay again at another self-service till; i was reluctant to do so as I was sure I had already completed the transaction. I now have two entries on my statement for the same amount, and only one receipt for the second transaction. The first machine was still frozen as I left the store.

I am wondering what might be the best course of action. I would rather not have to produce a statement in store as proof of this. Not that I have anything to hide, however I do all my banking online and don't receive paper statements. I am also cautious about revealing any banking details.

I am particularly annoyed at this, as I work as an IT specialist and would assume that any system used for this purpose must be far more robust than this. And presumably audited in some way.

Could I call my card issuer and dispute the transaction? This would be far more convenient for me, but may annoy asda. Unfortunately I haven't technically been charged twice for the same transaction - i obviously completed the same transaction twice at two different tills.

BMN

It'll be easier if you try calling ASDA head office first (freephone: 0800 952 0101)

YorkshireBoy

newfoundglory wrote: »

Could I call my card issuer and dispute the transaction in some way?

Yes, there's a chargeback 'reason code' for such a situation.

However, to clarify, these are two full statemented entries?...ie one isn't a pre-authorisation just affecting your available balance?

newfoundglory

There were two authorisations, which have now turned into two entries on the statement.

eskbanker

newfoundglory wrote: »

Could I call my card issuer and dispute the transaction? This would be far more convenient for me, but may annoy asda.

Obviously we're all different but in the context of a company charging me twice for the same thing I don't think I'd be inclined to put myself out in order to avoid hurting their feelings! Having said that, you might get something over and above a sympathetic response if you take it up with Asda's customer services if you can make a case for how much you've been inconvenienced....

innovate

If you have truly been double-charged, you are most likely to have to prove this, e.g. by attaching a copy of your bank statement to your written complaint with ASDA.

You can blank out information on your statement that ASDA have no need to know, such as all the non-ASDA transactions, your balance, and also your account number if you think there's a risk ASDA, or one of their employees, would abuse your account number (though not sure how they would do that).

Various ways of blanking out info - e.g. MS Paint, or a solid marker pen on a printed copy etc.

Also, ask for compensation, in addition to the refund of the duplicate amount.

newfoundglory

path of least resistance, will try head office number first thing tomorrow
if they can't pull up transactions on their computer systems by date, time and amount i shall not be impressed

Hominu

newfoundglory wrote: »

if they can't pull up transactions on their computer systems by date, time and amount i shall not be impressed

I would be very surprised if a telephone operator can pull up such information, they will more likely request you to send them a letter including your receipt and bank statement for investigation.

(Previously they have told me they couldn't do anything without the reference numbers on the till receipt, which includes store and till number)

But I'm willing to be proved wrong - please let us know how you get on.

reclusive46

A duplicate charge chargeback would be much easier.

Mrs_Ryan

This happened to me with my debit card the other week in La Senza. It was debited twice and I went into RBS who solved it with a quick phone call and the money was back in my account 2 hours later.

System

La Senza is a bit more fun than ASDA

Definitely go via your bank and also pop a note to ASDA and they'll probably send a giftcard for the inconvenience.

Mrs_Ryan wrote: »

This happened to me with my debit card the other week in La Senza. It was debited twice and I went into RBS who solved it with a quick phone call and the money was back in my account 2 hours later.