To wonder where the hell is my shopping and/or money?

[pissedrightoff]

Last night I checked my bank account online, £105.00 is the balance. Fine, I'll do an online shop at asda to arrive tomorrow.
Total shopping comes to £80.76.

Shopping does not arrive today and when I call to enquire why, I am told that there were insufficent funds in my account.

I then check online balance,£24.24 suggesting that between last night and now £80.76 has been debited.
Phoned bank to make enquiries and indeed Asda have taken the amount and bank gave me the authorisation number.I ask if it is possible that it is a pending payment, bank says no, as it has come off the balance then the payment has went through.

Phone Asda back, not helpful in the slightest, They say that they have not recieved the money, I tell them I have an authorisation code from my bank and an available balance which says otherwise.They say they will look into it and call me back at midday tomorrow.

So I now have only £24,Very little food, live in the back of beyond so no shops, will have to take two buses to a tesco tomorrow to see how far my £24 will stretch for baby food, milk and wipes.

Where is my money if it's not in my bank and Asda say they don't have it????

We use Tesco and they're not perfect but nothing like this. Cross on your behalf, OP. Big Asda very near us but I don't use it unless in a nappy emergency -- even less likely to do so now! Can't wait to see what happens with this tomorrow.

This is not a new situation forums.moneysavingexpert.com/showthread.php?t=2186889

and it seems tesco are not much betterwww.mumsnet.com/Talk/am_i_being_unreasonable/965978-Tesco-rant-if-you-shop-online-you-need-to-know

I'm horrified too and I work for the bloody place!!!!!!!!

Seriously if it wasn't for my discount and my wage per hour I'd be long gone...

They treat thier staff like shit let alone thier customers.

I don't think I will be placing an order with our home shopping again after reading this, Hope you get it sorted very soon op!!

We're not all 'vacant twats' Although many are

Well, If anyone from Asda's legal team is reading this I did say to one of your employee's that I would be posting a thread about this on an internet forum with thousands of uk followers.
Still no-one gave me a solution that would put food on my table today.Maybe now they will improve their customer service and procedures.
Let's see what tomorrow brings.
I'd also like to thank everyone for their support and advice today.

pissedrightoff, just to clarify - I don't think you did anything wrong posting here. To the contrary! But from what I've seen, big companies often like to threaten others to try and silence a pr disaster, so I won't be terribly surprised if they did the same. Either way, no-one except Asda has done anything wrong, and you've been wayyyyyy more patient than I and it seems most people on here would be. Really hope you get your money and some kind of compensation first thing in the morning.

Lurking to see what happens. Disgraceful behaviour on Asda's part.

Thats really crap of them

It's ridiculous that they're claiming "nothing we can do" about seventy quid's worth of groceries. If no-one, including in the head department, have the authority to organise a gratis food delivery to a young Mum with PND, a tiny baby and no fucking food on the table then how on earth does their organisation even function?

Clearly, they're hoping you'll go away. Clearly, a bit of paperwork and an unorthodox "procedure" is of greater concern to them than a young Mum with PND, a tiny baby and no fucking food on the table.

Just found this thread and can't believe the disgraceful behaviour from ASDA!

I've had a few friends use ASDA and all have had problems, mostly delivery stuff - one didn't get her food delivered as they 'ran out of time' and they said it wasn't a problem as they'd deliver in the morning! uhhhh No, that is a big problem when you have dc's waiting for their dinner! Can't believe the way they treat customers.

Am a Tesco user and if there have been problems with available funds they've always been really good, phoning straight away and taking other card details and the delivery has never been affected. Once I couldn't sort the funds til the next day and they just delivered the shopping, at a time to suit me, with no extra charge, once I had sorted the money.

Do I get s voucher or something for being so gushing about you Tesco

Sainsburys are good too with customer service

Certainly wont be ever trying ASDA out and tbh wont bother going in the store again after reading this! Have emailed them too.

Hope you get it sorted today pissedrightoff and love your local shop for helping you out

Checking in for updates, although perhaps that is a bit ambitious at 8:17am.

What are your thoughts having slept on the situation, pissedrightoff?

I still think your bank should have been able to help you out further than they appear to have so far e.g. remove earmark from the funds, set up a temporary overdraft so you can buy more food, etc. It is their system that is withholding the money even if it was a problem with Asda and their ordering system in the first place. If the funds havent actually left your account then the onus (in my opinion) is on the bank to help get to the funds that the bank system has set aside.

There are two sides to every situation, as yet we don't fully know Asda's side.
However there are several issues:
Why didn't Asda call the customer.
Why did the payment processor instruct the bank to allocate the funds but tell Asda the transaction failed.
When there is an issue with a payment processor, is that the customers problem?
How a business deals with such a situation will be down to that business. However dealing with it badly can cause that customer to tell lots of people which may not be good for the business longterm.

Seona - the UK banking conditions are such that they cannot release funds without authorisation from the company. Yes they could do a temporary overdraft but it's not their cock up. Asda could easily fax the bank telling them to release funds - they did it for me less than a year ago - but they won't, because it's 'not their policy'. This really is asda's cock up. You know how easily phone staff can give you a £10 voucher - why couldn't a manager come and do an £80 voucher to allow the food to go through? Because they're cunts who don't give a shit, that's why.

Ageee with Seona, the bank could have been more helpful as well, such as setting up a temporary overdraft for that amount so the transaction could be attemped again.

OK I'm not saying tescos are not in the wrong for doing that ^ but it's a different situation - if your order gets cancelled they do charge twice. It's shit. But it's rare. This problem the OP, and I, and lots of people have experienced, is not rare. Last time Tesco had to cancel my order I got free delivery and £16 off my next shop.

I think it's hysterical that Asda presumably spends huge amounts of money on stupid adverts with people patting their backsides and can't see that for the sake of 75 pounds they are losing a huge amount of business here.

Hi ASDA customer,

I'm sorry to read about the problems you've encountered with this order. So we can look into this for you please can you provide us with the order number.

Once received we'll investigate and contact you back as soon as possible.

Many thanks
ASDA Service Team

Dear Asda service team

She may not reply due to wasting away from LACK OF FOOD.

Is that for real?

Given she spent all day yesterday phoning your customer service line and your head office I'd have thought you'd be well aware of her order number and the situation.

By the while you're "investigating" she's sat there waiting for food for herself and her baby...ya know, those somewhat essential things you need to live...perhaps you could just send her £80 worth of food and then investigate where you fucked up.

Asdaserviceteam. Don't make me laugh. That is obviously someone being a twat

I've had trouble with ASDA in the past - they can be particularly unhelpful sometimes!

On one occasion they cancelled a shop on me - trouble with their vans etc, but they had taken the payment for the shop already. I did get straight on the phone to them, and after a few phone calls and a chat with the supervisor they did return the money that day after I told them me and my baby would go hungry if they didn't return the money. Perhaps this is because it wasn't a ghost payment but an actual payment? I also recieved £15 vouchers and free delivery.

Last week I cancelled the order the day before, but couldn't find a cancellation email. I had printed off my cancellation page though and had a ref number. I called them,to re-cancel IYKWIM, but found out that the money had been taken out of my account and pending. This time I called my bank(assume this was a ghost payment) and it was my bank who released the funds to me after I explained the situation (HSBC).

I don't know if this is of any help to you, but on both occasions the money was back in my account on the day so I think you've been particularly unlucky.

I hope you manage to make more headway today.

I think it is real Ocado have come on recently after a customer had a problem with the company and offered help.

Still Twats though leaving a woman and child with no food and no available funds to buy food.

I have emailed this thread to every newspaper I can think of because ASDA need to stop treating customers so badly.

Was thinking of trying Asda because nearby and supposedly so much cheaper. Won't now.