ASDA online took money for goods I never got and never existed. 12 October 2022 at 3:45PM in Consumer rights 7 replies 342 views

Johnsonwalsh

In August this year I bought some wine at ASDA online, when I collected the order from my local shop I was sent an email when I entered the store telling me that 10 bottles of wine where not available and I would not be charged for them but I would be charged for the remainder of the order. This is fair enough.

I have waited 2 months now for ASDA to collect the money from my account, which they have now done but they have also took the money for the 10 items I never got. This is despite my online account cleary showing that I never received the 10 items and that I would not be charged for them.

Since Saturday just gone (8th October) I have been in touch with customer service, I have emailed / called and been in touch with online chat, all to no avail. I was informed 48 hours ago that this would be resolved but still nothing has happened, I am now heading towards a nil balance on my bank account and all thanks to ASDA stealing over £100 from my bank account for goods which do not exist and have never existed.

If I have posted in the wrong forum I apologise but I am now so desperate to get this money back I could do with some help if anyone knows what I should now do.

Thanks

powerful_Rogue

Johnsonwalsh said:

In August this year I bought some wine at ASDA online, when I collected the order from my local shop I was sent an email when I entered the store telling me that 10 bottles of wine where not available and I would not be charged for them but I would be charged for the remainder of the order. This is fair enough.

I have waited 2 months now for ASDA to collect the money from my account, which they have now done but they have also took the money for the 10 items I never got. This is despite my online account cleary showing that I never received the 10 items and that I would not be charged for them.

Since Saturday just gone (8th October) I have been in touch with customer service, I have emailed / called and been in touch with online chat, all to no avail. I was informed 48 hours ago that this would be resolved but still nothing has happened, I am now heading towards a nil balance on my bank account and all thanks to ASDA stealing over £100 from my bank account for goods which do not exist and have never existed.

If I have posted in the wrong forum I apologise but I am now so desperate to get this money back I could do with some help if anyone knows what I should now do.

Thanks

They haven't 'stolen' your money.

In the last two months, did you chase Asda saying you had an order in which they haven't debited your account, or did you wait for them to get in touch?

Even when they do issue a refund, it could take some time to hit your account. There isn't going to be a quick fix. Maybe sending their head office a letter titled 'Complaint' might speed things along. Just be careful with the language you use.

born_again

Try going back to the store you picked the other items up. They may sort it quicker.

km1500

Contact your card provider and say it is an erroneous charge - which it is.

sheramber

If they had fulfilled the order you wouldn't have the £100 in your bank account so you would be in the same position.

WhiskersTheWonderCat

sheramber said:

If they had fulfilled the order you wouldn't have the £100 in your bank account so you would be in the same position.

That's not entirely true. It's been 2 months. If he had received the wine, he would have accounted for that in his spending in the past few months. Seeing as he didn't receive the wine and was told he wouldn't be charged, he thought those funds were available for other things. 

powerful_Rogue

km1500 said:

Contact your card provider and say it is an erroneous charge - which it is.

No it's not.

born_again

So what we do not know here is was OP charged on their bank acc at the time & what exactly they were charged for?