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????

Giraffes- got my food delivered this evening after many phonecalls and the fantastic MN'ers going to bat for me.

A bit of an invasion from MSE member calling me/MN'ers all sorts, but that seems to have calmed down now. (One of them has even apologised on the MSE thread)

So we shall see how ASDA responds to my letter, I'm not the only one this has happened to and unless something is done about this 'ghost payment' procedure and their lack of customer service, Other people may have the same thing happen to them and ASDA will continue to lose custom ( not that I am particularly concerned for them now)

Once again I would like to thank everyone who has posted here and elsewhere, The support has been unbelievable.

Hope you are relaxing now

Let us know how they respond to your letter

Glad you have it now - and I read you now have tea bags again - phew! Hope asda get their acts together and stop this for everyone

I know imagine DH not classing tea bags as an essential, mmm away to have a cup now

To me a lot of the issue is that Asda Pre-Authorised the card for the full amount prior to dispatch. This pre-authorising of cards is a potential issue I feel for this kind of transaction if the card processor or the card issuer don't release that pre-authorised payment in sufficient time for when the real payment is processed.

This is potentially industry wide, though some supermarket delivery services seem to cope with it better than others - maybe they do things differently. Does anyone know how Ocardo for example processes the payment - do they pre-authorise the card?

Given that it is potentially industry wide, UK Payments Administration Limited (who replaced APCAS) I feel should be requested to consult with card processors and card issuers such that they come to an agreement as to how they will handle this type of transaction. The 3 to 10 day period to release the pre-authorisation I feel is unreasonable and I expect a lot of you will agree.

UKPayments.org.uk has a contact e-mail address. They don't seem to have a dedicated complaints contact.

If consumers do not moan about the procedures used by the card processors and card issuers, then they will keep on doing it the way are now, which as we can see does create problems on occasion - possibly more often than the industry is aware.

If you have had an issue with pre-authorised payments, please do try contacting UKPayments Administration to let them know that it is happening. Then with luck they can raise the issue with their members.

Goodness, what a mess! ASDA have shot themselves in the foot, that's for sure!

I will remain with OCADO... that's for sure!!! Always on time, even through the snow... always friendly service and drivers... LOVE THEM. They are a joy in my life.

Have just read this thread and have just two things to say:

1. Will NEVER do an online shop with ASDA.

2. How ridiculously dull and self-righteous are that lot over on MSE? My expressions while reading that thread - first: , then , then , then . Makes me glad to be a chavvy MNetter and resolved never to go back to MSE.

SLeepingLion- Most of them were, absolutley. Although one obnoxious poster who said some deeply unpleasant things had come back and retracted them, I think a lot of them had'nt even read the post on here TBH
The thread has now been closed by MSE

Ace mumsnet action. Comewhinewithme you have been amazing posting this all over the place!

Sorry all you got was a bunch of flowers PRO.

Asda, you obviously have a lot of work to do tto sort your procedures and your card payment systems out. SORT IT! This is simply not acceptable. You left a family with no food and no money for three days, do bnot let this happy again.

*happen

So happy you got your shopping, PRO! What a bloody saga.

How unpleasant are those MSE people? What a bunch of freaks. I hope they never find themselves needing help from anyone. Smug, I'm-alright-Jack types. Yuck.

FWIW (not a right lot), I am also now adding my name to the list of those boycotting ASDA. T'will be no great loss, apart from their chilli pasta . Everything else was mostly awful though, and I bet Waitrose does chilli pasta.

Enjoy your cuppa

wow seems im a bit behind here, what is MSE and whats going on there??

I think, after reading the mSE threads, I am off to delete the emails I get from them too, shocking response from them

'Scuse my ignorance, but what is MSE? (Not from around these parts, sorry

Well, just spent £185 at Tesco on my bulk shop of nappies and such. MSE totally missing the point. It's not just the shoddy treatment of the OP...it's the astonishing lack of response AND the numerous stories of ASDA NIGHTMARES from many of us.

I was already pissed off with Arseda...this was the tipping point for me

MoneySavingExpert.com

MSE understand now. Well if asda can afford to lose the business in the current economic climate. All businesses make mistakes, its how you deal with them that counts...

PRO - so pleased to hear that eventually got your shopping. ASDA are totally hopeless

Just read the MSE thread from start to finish. What nasty, sexist stuff.

Guess where I usually go shopping on a Wednesday (Wednesday because a friend gives me a lift back, so don't have to lug the shopping over to the station and then 15 minutes walk from my nearest station)... yup, normally ASDA

Sorry guys and girls at ASDA, no matter how many smiles your TV adverts include, I'm not setting foot inside your store, and will even stop giving any mention of your cheapest by far PAYG rates, and unlocked mobile phones.

My database of UK-wide shops will only list ASDA stores at a special ASDA-only fee - 50K per store, per quarter. Other supermarket chains may be charged at different fees!

(and small shops at no fee at all!)

veery sexist. don't even know where to begin. shocking that attitudes like that exist. If OP didn't have PND, a baby to lug around and feed. It would have been annoying. She'd have just hopped on the bus and bought some baked beans and pasta.

For starters, buying formula (which is never discounted) and nappies would have set her back at least £10. Which leaves £14. Add to that bus fare. And OP would have £12 or so to survive on the rest of the week Add to this the hassle of 4 bus journeys with a small baby who will need feeding on demand, and changing. Some of them haven't got a clue.

Glad the thread was locked.

PRO Glad you finally got your shopping.
Shocked at how this thread escalated and became a slanging match.
Hope ASDA can sort it out fully and reimburse you for phonecalls and the extra food you had to get on tick from your local.

PRO, glad it worked out and I am absolutely shocked at the rude, ignorant thread that was (thankfully) eventually closed by and MSEer with a bit of cop on.

I need to do a shop but bit worried about an online one now. With anyone since hearing about ghost payments. NO way can i fit what i need for a family of 5 under the (maclaren sized) buggy. It's gonna take a few trips i think