MSE News: Morrisons admits to processing error for some some customers making online orders

MSE_Petar

Morrisons has admitted an ongoing issue that means some shoppers are unable to place orders online – each time they try, payments are declined for no apparent reason.

Read the full story:
'Morrisons admits to processing error for some some customers making online orders - here are the details and what to do about it'

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sarah1972

happened to me last week, literally only just went through as payment about 5 minutes ago. 

I called them and was told to ignore chasing up emails and texts as it will be taken when their system sorts it out but for a week I couldn’t place any orders as it said I had to update payment details, fb messages said I had to call them and pay and calling said just wait. 

Utter shambles 🤷‍♂️

KittyKatt08

Morrisons' claim that their payment problems are “largely sorted” by Friday 25/03/2022 appears to be wishful thinking. 

I’m still getting daily texts and emails relating to my order delivered on 17/03/22, claiming they can’t take the payment, and of course saying I can’t have  any more orders, even though they have finally admitted the whole thing is their fault.

I have  done my best. I have emailed Morrisons several times, saying there is nothing wrong with my card, but instead it’s their system at fault, and requesting they just take the payment, stop harassing me and reinstate my ability to place more orders, but they ignore all of this. I have uninstalled and reinstalled the Morrisons app numerous times. I have gone onto the Morrisons website and have deleted and added my payment card numerous times. I have deleted the cache/ history and cookies. And still I get the texts and emails saying they can’t take payment.

I have now given up. I’m unwilling to waste any more time and energy on something that isn’t my fault, and I’ve now moved to another online supermarket for my grocery shopping. Interestingly, my new online supermarket managed to take payment without any difficulty whatsoever!

Morrisons, if you’re reading this, you are losing customers through your general incompetence and inability to sort out your billing system.

sarah1972

KittyKatt08 said:

Morrisons' claim that their payment problems are “largely sorted” by Friday 25/03/2022 appears to be wishful thinking. 

I’m still getting daily texts and emails relating to my order delivered on 17/03/22, claiming they can’t take the payment, and of course saying I can’t have  any more orders, even though they have finally admitted the whole thing is their fault.

I have  done my best. I have emailed Morrisons several times, saying there is nothing wrong with my card, but instead it’s their system at fault, and requesting they just take the payment, stop harassing me and reinstate my ability to place more orders, but they ignore all of this. I have uninstalled and reinstalled the Morrisons app numerous times. I have gone onto the Morrisons website and have deleted and added my payment card numerous times. I have deleted the cache/ history and cookies. And still I get the texts and emails saying they can’t take payment.

I have now given up. I’m unwilling to waste any more time and energy on something that isn’t my fault, and I’ve now moved to another online supermarket for my grocery shopping. Interestingly, my new online supermarket managed to take payment without any difficulty whatsoever!

Morrisons, if you’re reading this, you are losing customers through your general incompetence and inability to sort out your billing system.

Mine got automatically taken on Friday when the problem was fixed after days of harassing texts & emails. They told me it was only American Express that they had a problem with and if I could change my payment method to another card it would be better. 

KittyKatt08

I don't have American express, I just have a "normal" debit card issued by a high street bank. As of  27/03/22, Morrisons are still sending texts and emails saying the payment has failed. Interestingly, once again, all my other online payments with other retailers are going through without a problem.
So I suspect there are still some problems with Morrisons, but I've lost the will to live with dealing with them, so I'm just ignoring their harassment. I'll try and remember to post when / if they do finally take the payment.
I'm very happy with my new online supermarket!

sarah1972

KittyKatt08 said:

I don't have American express, I just have a "normal" debit card issued by a high street bank. As of  27/03/22, Morrisons are still sending texts and emails saying the payment has failed. Interestingly, once again, all my other online payments with other retailers are going through without a problem.
So I suspect there are still some problems with Morrisons, but I've lost the will to live with dealing with them, so I'm just ignoring their harassment. I'll try and remember to post when / if they do finally take the payment.
I'm very happy with my new online supermarket!

So they lied when they told me only Amex ! Their website said Amex too 🤷‍♂️ Yep, they have lost me as a customer too x

Dirk_Gently_2

Recently rules on "Secure Customer Authentication" for online transactions have changed - with some cards requiring customers to enter a one-time-password sent by text. It's pretty obvious that Morrison's systems can't cope with this change - and that Morrison's both don't acknowledge this is their problem and aren't giving their font-line staff any guidance about it.

But the fact that Morrison's say they are "contacting affected customers" is simply laughable! 

Dirk_Gently_2

KittyKatt08 said:

Morrisons' claim that their payment problems are “largely sorted” by Friday 25/03/2022 appears to be wishful thinking. 

I’m still getting daily texts and emails relating to my order delivered on 17/03/22, claiming they can’t take the payment, and of course saying I can’t have  any more orders, even though they have finally admitted the whole thing is their fault.

I have  done my best. I have emailed Morrisons several times, saying there is nothing wrong with my card, but instead it’s their system at fault, and requesting they just take the payment, stop harassing me and reinstate my ability to place more orders, but they ignore all of this. I have uninstalled and reinstalled the Morrisons app numerous times. I have gone onto the Morrisons website and have deleted and added my payment card numerous times. I have deleted the cache/ history and cookies. And still I get the texts and emails saying they can’t take payment.

I have now given up. I’m unwilling to waste any more time and energy on something that isn’t my fault, and I’ve now moved to another online supermarket for my grocery shopping. Interestingly, my new online supermarket managed to take payment without any difficulty whatsoever!

Morrisons, if you’re reading this, you are losing customers through your general incompetence and inability to sort out your billing system.

It's absolutely not just Amex - I have this with a Mastercard that Morrison's keeps delining.  I assume as the rules have recently changed regarding Secure Customer Authentication (a one-time-password sent to you by text or phone to confirm it is you) then it all depends on Morrrison's meeting the card provider's requirements for SCA - which they're clearly not capable of doing! 

Janiepen

I’m having the same problem ..so fed up now …no help from customer services just silly questions about how well they handled the problem 🤷🏼‍♀️……can’t pay for order they delivered now had this weeks order cancelled so had to go into store used the same card they declined on line no problem …this is so frustrating…

vintagebrighton

I've been trying to pay since 14/3/22. Meanwhile I'm getting daily texts and emails (2-4 per day of each) telling me my card has been declined and I owe them money. I've emailed (ignored) and phoned but keep getting cut off. I've changed my card twice and made sure all my details are correct. They have my email, mobile and address but they haven't contacted me. Utter shambles. Any idea what I can do?

tosca50

I've had similar problem, ongoing for about 3 weeks.  Constantly emailing customer services and talking to same person,  who does answer,  but I keep getting told what the others have been told, Sign out, clear cookies, re-sign back in using new browser and re-enter card. I only have the one debit card which I've been using for many years, but which now says is invalid. My bill was about a £100 pounds, but I can't pay it.  When it happened 3 weeks ago I went to both Asda and Iceland and they both accept card without any problems. Thing is I llke Morrisons and today I tried about 10 times to re-enter card but to no avail, so I guess I'm giving up.