Debit card duplicate/double transactions need help desperate

mandylovesmindy

Hi new here
on the 18th Jan 2023 I woke up to find 5 duplicate transactions on my debit card all different retailers these weren’t pending it was actual money taken from my account, 1 contactless, 2 online, 2 chip and pin. I phoned one of the retailers TESCO they went through their system and said they had not received 2 lots of money. I phoned the bank they said it was a system error and refunded all the duplicates and I thought that was the end of it. Two weeks later I decided to take back a pair of pants to TESCO and they refunded me £19.50 I originally spent £136.10 at TESCO so I gets an email from the bank to say I owe them £19.50 I said you are wrong I explained it as following 0-136-136+136+19.50-19.50 means I am at 136 the original amount but I don’t have the pants as I took them back. To cut I long story short they now want all the refunded transactions back and I was told that if I never questioned the £19.50 they wouldn’t have looking in ti it. My bank statements clearly show the duplicates and I have contacted all the retailers and they have all confirmed that they have not received double funds tbh I have phoned and phoned but they will not listen what can I do I really need some help with this. I have sent emails for each dispute through the secure email system and have explained and shown screenshots and receipts and I have said I want to complain

mandylovesmindy

Also I have now made them aware that the joint account holder is vulnerable pensioner/disabled and they could potentially put us into financial difficulty tbh he is really scared as this is a lot of money their were 5 duplicates 

lisyloo

If this is definitely from Tescos i.e. secure email, then raise a formal complaint.

Set it out systematically
i.e.
this date got duplice transaction -136
this date for refunded +136
this date returned pants -19.50

Then set out what you want them to do
i.e. recognise the 19.50 was a genuine refund from tescos and not a refund for a duplicate transaction.

It seems like they are getting mixed up between the refunds the bank made for errors and a genuine refund of goods.

The way to deal with this if not getting satisfaction is to go for a formal complaint. Find their procedure and follow it.

mandylovesmindy

Yes this is what has happened I think but there they are asking for all the other duplicates back there was £49 at ALDI £20 TESCO petrol £12.50 Amazon and £5.74 Amazon it is clear on my statements that they are duplicates so I cannot understand why they are doing this??? 

lisyloo

Have you asked them why they are asking you to return money for duplicate transactions?

But it gets to a point you have to go formal on it.

mandylovesmindy

Yes I have it’s the so called back office that has made the mistake I phoned again yesterday and they looked at it and said they couldn’t understand what the back office were doing and they were actually concerned about all the mistakes so it has now been put through as a complaint hopefully it will get sorted out