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????

Asda maintain this is my banks fault, that my bank will not allow them to release the funds and ASDA can't now access them.

I have told them that the bank need a fax from them to release the funds, ASDA say it cant be done(they are not allowed)my bank (and staff from two other banks) say that a fax would be accepted as standard procedure in cases like this.
Putting the bank/funds issue aside....
When I suggested that there were various options available to ASDA to get food to me yesterday, was told that as ASDA felt they were not at fault this would not be offered.

Have left it as saying I want my order delivered TODAY (in fact I wanted it on Sunday)

I was going to email thread to Ocado Fontella - but I think you're right - send it to all of the others as well.

pissedro I'm really that you can't experience the wonderful service that is Waitrose/Ocado.

Good luck for a resolution.

And I will be waiting with bated breath for Asda presence to start appearing on here to suckyup improve their reputation with us.

Missthing - do use Ocado. They rock (see my post above about the time that they turned up with just the booze and none of the food for our dinner party and then sent someone out to buy it and bring it to me for free within the hour. Now that's customer service).

So still not sorted then?

They don't need your bank to release YOUR cash. They need to deliver your shopping! ANd not from the bags they put it in on Sunday either

comewhinewithme can you link to where you've put it on NM when done? Would like to add my twopenneth worth over there too!

SAG tell Lorraine Kelly that I'm a fellow ARAB (she'll understand)

missthing, there's a lovely big Waitrose on the outskirts of Cambridge

just marking this to see what happens

I was a very loyal customer to Asda would do a weekly shop of £100, every week something is missing, out of date, nearly out of date etc etc

Infact even the packing of the bags leaves must to be desired you know putting raw chicken in with the fruit a veg

At xmas the driver threw the boxes into the doorway and broke my cat flap it was a petporte one and cost £100 complained and complained but they just never acknowledged me

the other week when the beer was on offer for three crates for £20 I obv ordered three and got charged £30 phoned up and was told the offer had ended....but it was still on the website grrrr have not yet been refunded any money and am now shopping with Sainsbos

I can't believe how long this has rumbled on! I work in PR (NOT for Asda, I hasten to add) and I'd be ashamed if any of my team handled a situation in such a cack-handed way.

Do they not realise that a simple call to PRO would help in the first instance?! Bugger twitter, just pick up the phone!

Have been lurking.....blood pressure rising

All the stuff about who's got the money, the bank or Asda, the money transfer system.....my advice is - do not even enter into any conversation with Asda about that. It is not your problem. Stay calm and steely and repeat over and over that you want to speak to someone IN CHARGE who can sort this out RIGHT NOW.

Bah Asda!

Very Bad Form from Asda

I hope you get it sorted OP, and you get lots of lovely compensation, preferably not in the form of Asda vouchers

ASDA say it cant be done(they are not allowed)

It can be done. They did it for me less than a year ago.

was told that as ASDA felt they were not at fault this would not be offered

Who is at fault then? I assume they feel that as they didn't intentionally withold your money it is not your fault - but it is the system that Asda uses which is flawed, and they well know it is flawed. They expect all customers who use them to have twice their order costs available in the bank for a week in case of fuck ups then?

ASDA this is your fault. you use a system that has a high rate of malfunctioning. You have witheld this customer's money and failed to deliver the shopping. How is that so hard to understand?

Where's Lynn Fauldes-wood (sp?) when you need her?!

www.netmums.com/coffeehouse/general-coffeehouse-chat-514/coffee-lounge-18/446760-mum-baby-left-no-fo od-money-after-asda-make-admin-error.html#post4736663

Pissedoff - could you not get the bank to speak directly to Asda customer services or vice versa? Each is blaming the other and you are the innocent party in the middle who is suffering. It's absolutely outrageous, honestly I am so angry - if I was in your shoes I would be absolutely spitting feathers.

Would your local trading standards department intervene on your behalf. I've found mine incredibly helpful in the past?

It's gone past the blame game now - if Asda give a hoot about their public profile then they need to step up to the plate and deal with this RIGHT NOW and worry about getting the money afterwards.

I can't believe that 'ASDA felt they were not at fault' and are therefore not offering any assistance. You placed the order with ASDA. It was ASDA who ringfenced the funds in your account.

If the money is put into a holding account or not, the FACT is Asda's system does not work and it needs to be changed.

Grow a set of balls Asda and take responsibility for the crap system you do have in place.

This poor woman and a fair few of us (I include myself) have had rubbish service from you.

It's just not good enough.

But now it's way beyond what Asda's systems will or won't allow them to do, now it's a PR 101 case of customer relations and goodwill.

Come on Asda, pull your fingers out and show some common sense.

Can someone please take the collective Asda spade away, the size of the whole they're digging is getting bugger by the minute....

I posted last night aobut similar problems with Asda's ghost payments thing, and fully expected this to be resolved by now, and am totally shocked that it's not.

For 3 years I didn't use tesco after shortbreadgate, however after recent problems with Asda - most, I have to say with their South Africa based call centre- I have given up with them and gone back to Tesco

doh hole not whole

Right am away for a shower and to calm down a bit.
Am in a right state now

thanks comewhine......if everyone pops off to post over there (nm) it could get on their hot topics for the day section and generate more attention.

I've emailed Andy Clarke.

Hope their server is going to be prepared for the flood of complaints from MN.

Another radio show (which deals with money transfers) where this PR problem catastrophe can get an airing is R4's MoneyBox which is broadcast on Saturday.

If other people have been affected by ASDA withdrawing cash then making second attempt fail, I've no doubt some messages to Moneybox might get them to put the problem "on air".

Whether ASDA will have a spokesperson available (or will be viewed as guilty by avoiding the issue) is another matter.

ope the PRO gets in touch with them, too, as ASDA is giving her the runaround and there isn't time (when you need food for a baby in particular) to "wait for the money to be returned".

The bank has played it straight (though one would hope they could give a free overdraft for something like this) but ASDA just seems incapable of accepting the problem they {*} have caused.

{*} or some other firm, which processed the card details and cause withdrawal of funds.

PRO - sorry this hasn';t helped you at all.

You know that we are all just trying to help you and that one of this is your fault don't you?

Be gentle to yourself x