Asda: ongoing holding on to my money after a home shop problem!

unholyangel

Anoneemoose wrote: »

I have never noticed this but I use a credit card with more than enough of a limit so it would not be an issue.

I imagine you won't be using them again but if you are and have a credit card you could maybe do the same. I ALWAYS pay mine off in full though so I am not recommending running up debt.

Does seem a bit of a pain in the backside mind, although they do mention it in the t&cs so it's like they have you over a barrel.

Although also worthwhile noting that something being in T&C's doesnt mean it would be legally enforceable.

I'm on the fence about it atm. I mean technically that "risk" is within their control and they could avoid it by taking reasonable care. I had something similar happen when ordering from expansys - the bank said it was the way they processed orders, that instead of continuing with the transaction that was pre-authorised, they had instead put through an entirely new transaction leading to them requesting the money twice.

And I don't think that something that could place an unexpected financial burden onto the consumer can be made fair by burying it in T&C's. It should be highlighted and made prominent.

And then of course you have the CPRs (consumer protection from unfair trading regulations) which states a practices is unfair is it misleads or is likely to mislead the economic behaviour of an average consumer. While lots of different people shop at asda, arguably they do cater to those on low incomes - and this practice (imo) certainly would cause those consumers to take a different decision as a result.

I'd certainly mention those points to Asda by email/letter, but realistically, even if they do cover the charges....they likely won't change their practices until enough customers dig their heels in about charges or until trading standards receive so many complaints about it.

halibut2209

Much as I don't like to go down the "This is one for Watchdog" route, this really is one of those. A major supermarket with a massive flaw in their online service, which affects 1000s of people. It's ridiculous!

fozmcfc

1/ It's simple, it's the way Asda operate, don't like it, don't use them.

2/ As for being in T&C's, yes it doesn't mean they are legally enforceable, but until it is judged illegal see 1/

bod1467

Unlawful rather than illegal?

stevemLS

bod1467 wrote: »

Unlawful rather than illegal?

Interchangeable.

newdave1975

bod1467 wrote: »

Unlawful rather than illegal?

Legal or not, I'm guessing Asda's well paid lawyers will dress it up as perfectly legitimate. However from my point of view, I'd call it ill thought out, potentially damaging to some customers, particularly those on low incomes, underhand as in its not made clear enough (burying it in the t&cs isnt good enough considering the damage it can cause) and lastly very bad practice, both for letting this go on for at least 4 years that I can see and not fixing it (despite assurances that thru would) ... Passing the buck to others ie the banks. And in some cases letting customers take the financisl hit of charges.

One thing that Asda should remember in these tight days is that their not invincible. They can complete with price, but good customer service is rewarded with loyalty as much as competing with prices can. The discounterrs ALDI and the like is growing and more than willing to take on Asda's former disgruntled customers.

I will be contacting Asda's executive team once more to resolve this, I've found some published amunition too. Asda admitting this is their problem and adding that no customers will be left out of pocket because of it... Hopefully it will he case closed for me ... But they have lost me as a online customer if not a regular one too. Wish me luck.

unholyangel

newdave1975 wrote: »

Legal or not, I'm guessing Asda's well paid lawyers will dress it up as perfectly legitimate.

You may end up surprised. I've crossed paths with a couple of legal teams in my years and at the time I expected the brush off (i was under the impression they were legally trained and obviously they wouldnt allow their clients to do anything that wasnt within the law). Got a few good results that way.

My impression now is that you're hard pushed to find a company acting 100% within the law.

lucy03

halibut2209 wrote: »

Much as I don't like to go down the "This is one for Watchdog" route, this really is one of those. A major supermarket with a massive flaw in their online service, which affects 1000s of people. It's ridiculous!

Watchdog has already featured Asda for doing this - I'm surprised they still do it to be honest.

Blackpool_Saver

Never heard anything like it, how are they getting away with it?

JethroUK

newdave1975 wrote: »

hi i need some opinions/advice please. ill try to keep the problem short as i can. basically we did an online shop with Asda last friday (3rd) .. our bill came to £119, all well and good. ,....... its taken me over my overdraft limit,....., several direct debits have bounced, 4 in total, each attracting a nice unpaid item charge of £15 from the kind people at Nationwide. plus no doubt a futher fee for going beyond my agreed overdraft. ......
I emailed Asda's CEO and was contacted by the executive relations department ....... nothing to do with them, they dont tell the banks to do this??? and to go back to my bank to claim the charges back. ....... they offered me a £10 E-voucher for my troubles... so thank you Mr Clarke CEO .....

YOU overspent and put YOURself in the red

You can't attribute any blame or shift your responsibility to Asda because they reduced your bill/debt.

Doesn't this sounds stupid if you say it back to yourself?

Seems to me you really know it is totally your fault and your responsible for the outcome and you can't shift your responsibilities on to 3rd parties just because they have some tenuous link to the situation