Asda payments

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Made an order on Asda groceries last week, money left the bank and food was delivered. Never recieved an up to date email from them regarding all the substitutes and not available I had meaning no refund. As it was only around £10 I didn’t bother phoning to chase it up. Fast forward a week and the money has hit my bank “the full shop cost”. Contacted the bank who have said they can’t see the transaction at their end and there’s nothing they can do to sort it. Has anyone had this happen ? Money hit the bank 4 days ago and still no movement on it. Not sure what to do next

Phone Asda customer services

Did you do the order via the app or on a laptop/tablet on their website?
I've noticed that since last week, if I do the order on my laptop using their website, I have loads of problems with payments and the website doesn't keep me up to date anymore.

Asda Customer Services advised me to download their app and try using that instead and everything worked instantly and I had issues with payments again this week via laptop so switched to the app and again, everything worked smoothly and they also kept me updated when my delivery driver was running really late (poor guy had 48 litres of milk explode in the back of his van, all over customer orders), but only on the app, not on the dekstop version.

It seems that their systems are really glitchy right now or they're trying to force everyone onto the app (I'm not technically minded so I have no idea if for them it's any different)

Do you mean they have refunded the full cost of your shopping?

As for refunds, you need to go into your order again and it should let you select items for refund - you might still be in time to do it.

Have you checked the bank and your final order online?
I’ve had it before where the things have been unavailable on checkout but it hasn’t told me but I haven’t actually been charged as they weren’t on the final order.

Did you sent the subs back with the driver? It can take a few days for a refund but you can check online if they’ve processed the refund.

Months and months ago the website would suddenly not take my normal card payment. I had to switch cards. Then that stopped working. I contacted them every time and they always just said 'use the app'. Fine but when I'm browsing for a big shop I want to be able to open lots of tabs! The app is annoying for anything more than just regulars. However I do have to go on the app once I've browsed and added all to basket on my laptop, just to make payment. So they definitely know there's an issue but they don't care.

For refunds, my rejected substitutes have always been automatically refunded. Once 1 item was forgotten as the guy must just not have scanned it, so I requested it online. You used to get ages to do that but now I think it's only 5 days. Call them if it's been over 5 days.

I had a shop from Tesco recentlyIi didn't hear them when they knocked so they left without delivering the shopping. Called me and arranged to redeliver I then got refunded for full amount. Checked after a few days and they hadn't taken the money out again so I called customer services and told them what had happened. She said I'll look into it, and came back and said the have no way of retaking the money so I had a free shop. She did thank me for letting them know.

So I received the full £341 back into my bank account a week after it being delivered, can’t request a refund as it’s been longer than 6 days, it should have been an automatic refund for my items substituted and not available but never recieved the updated receipt like usual with price adjustment, bank said if it’s Asda it’s their job to complete the transaction at their end if it is due to this but they can’t say “for definite” as the transaction has completely disappeared from my statement, next step is phoning Asda but I barely get through to someone who can understand me for even the simplest of queries 😖

It has been scanned as it’s showing when I go to my online account but I never received the updated payment receipt of order adjustment like usual when it was out for delivery, it was just the driver who said “oh you have 17 substitutes and a few unavailable” subs were mostly sweets / dog treats so I wasn’t too fussed, I’ve never had this happen and asda online seems to just explain they take the payment on day of purchase like they usually do 🤦🏻‍♀️

Yes exactly the full amount I paid when ordering £341, the price should have been adjusted because of the subs/unavailable and then refunded the difference but instead the full amount is back in the bank and the whole transaction has gone from my statement, the bank can’t see it either

I'm confused. Are you saying that you've got all your food and the whole amount for the original order back as well? Instead of receiving most of your food and just a refund for the missing items?

Yes. My order total was £341 there was some substitutes etc which should have lowered my final amount which should have been refunded to me. I never received that refund but a week after receiving my order I have recieved the full £341 back into my account

I wonder if it showed on pending transactions and never actually left your account and it's the pending transaction that has disappeared. They can still claim for it so I imagine it will come out sometime soon.

That’s what I’m worried about. I usually keep all money in a savings account so I can pay bills as and when so worried they get taken out as I have a few that aren’t reliable dates sometimes come out once every 2/3 months 🫠 usually my pending come in bank at midnight then they’re away in the morning when the bank catches up so this is new 🤯

Call the customer services they have always been fantastic when I've had any issues

Just called Asda and they said they successfully received the payment on the 23rd August, said there is no chance of them taking the money as they have already recieved it