Asda authorised card payment error

SarahSarahSarah_2

Hi
First post
I purchased an online shop last weekend Sunday 4th may
The delivery was for Monday 5th may

On the website I authorised the payment and all was ok for Monday delivery, confirmation etc

Monday morning I received a text message that my order had been cancelled due to my payment being declined.

Wrong!

I called Asda customer service, she was as daft as a bat had no idea what was going on, she told me to contact my bank and put me on hold forever. EVen though I knew it was not a bank issue I contacted them any way just for it to be confirmed Asda had never requested any money.
These calls are not free on my Orange network only from BT phones.

2nd call to Asda the woman I spoke to was much more helpful, had been informed that it was their issue as Asda had a technical fault with payments from Friday the 3rd May through to the Sunday, she apologised and put a £10 voucher on my account for the next shop.

Then... out the blue shopping turns up!
I explained to the driver about Asda's online technical problems.
He called his store and confirmed it was ok for me to accept the shopping.

Now I have my Asda account suspended!
They are actually emailing me demanding I call them (at my cost) as I owe them money for the shop.

3rd call, again an uninformed member of staff saying it was my bank refusing, I explained it was Asda website issue and then just told him to get someone to ring me back as the call was costing me.

I have received no call, just another email demanding I call them!



So my question is..
I authorised this payment already, how do I know for sure the 1st won't be claimed, or for how long can that 1st authorisation be claimed?
I don't want to pay a 2nd time.

I have emailed several times, same reply them asking me to call them, well that is not happening I am not giving my card details over the phone to incompetent staff at Asda or running up more phone bills for their issues.

I have no idea how I am going to pay this balance as I will not pay over the phone, I do it all on the secure website.

They are asking for £59 !
The shop was £54 and 1 item was returned for £1.73.
So they are now trying to get more money out of me!

Also, it has a rolling agreement for Saver delivery, I have messaged them I want this cancelled but can't see that being done, even though they are not fulfilling the service?
I did just read an article that the FSA say my bank can cancel it direct, is that a simple process, walk in or phone?

So sorry for the long post just mad at having been messed about so much.

alanq

SarahSarahSarah wrote: »

Also, it has a rolling agreement for Saver delivery, I have messaged them I want this cancelled but can't see that being done, even though they are not fulfilling the service?

There is no provision in the Ts&Cs for cancelling Delivery Pass auto-renewal by message.
"Should you wish to cancel the auto renewal of your Delivery Pass you must contact us before your pass is due to renew. You can cancel the auto renewal of your Delivery Pass by calling the Asda Contact Centre on 0800 952 6060."
https://groceries.asda.com/asda-webstore/pages/delivery_pass/ltr.shtml?icid=home_so_grts-DeliveryPass&#/dp_TandCOverlay

By not following this procedure you are giving the opportunity to ignore you.

SarahSarahSarah wrote: »

I have emailed several times,

Using the Contact Us Form?
http://groceries.asda.com/asda-webstore/landing/home.shtml#/ContactUs

When I have submitted complaints using this form I have on occasion had phone calls in response even when I have specified that I want response by email! The calls seem to come from UK staff as opposed to the South African staff that one speaks to if calling Customer Services.

The form also includes a postal address should you prefer to put your complaint in writing.

SarahSarahSarah_2

I have asked them to contact me by phone...they haven't

I have asked them to contact me by email....all I get is I must call them!

I need to get to the Asda UK customer service as the main one is clueless.

I can cancel the auto renew at my bank anyway.

I need to speak to someone in this country as they are driving me nuts and costing me a lot in phone calls.

SarahSarahSarah_2

I'm just going to write to them as I'm getting nowhere.

cheops2006

I once went into Asda to get some food it came to £50 I knew I had £60 in my account, while going through the chip&pin process I accidentally pulled my card while it said "Do not remove your card" I must have been tired as I read it saying "Remove your card" anyway I tried again after and it wouldn't let me pay 'declined'. So I had to leave the shopping. I immediately went to the cash point outside and it said I had £10 so I got a mini statement to show that it had took my money and proceeded back into the store to try and get my goods. I showed my statement and they still wouldn't let me have the goods saying that the computer said no. Anyway after a few choice words with the CS desk, Assistant Manager, General Manager and then eventually the Police I was arrested. After a week £50 was credited back to my account. Never been back to Asda since not because obviously it was my fault for pulling my card but because of the way the treated me.

tom192

Sarah I have pm'ed you

Snowbelle

Try this number 0800 9520101
Failing that email [EMAIL="Andy.clarke@asda.co.uk"]Andy.clarke@asda.co.uk[/EMAIL]