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????

this practice is absolutely disgraceful!!

how are they allowed to get away with it? if I ordered a delivery for a months time would they ask for the money NOW even though they cannot know what weights veg will be on the day or what will be out of stock etc??

FH keeps suggesting that we try ASDA cause he likes some stuff only they do. I was thinking about it but now will stick with Sainsburys who are lovely.

Ocado don't do this. I have an email confirming that they only take the payment once everything's been delivered.

This is disgusting, definitely go to the press with it.

I've only used Asda online twice, two weeks in a row and wasn't impressed at all. I was thinking of giving them a go again, on the basis that it could have been me being too picky/dot com workers that couldn't be bothered and have now left etc. but I won't bother now - I'd rather traipse around Aldi or use Tesco online!

Hope you manage to get it sorted, dig your heels in and demand your money back now. You need it, Asda definitely don't!

Local paper number is 872102 or email [email protected]

Not sure I realised there was somebody on MN from Boat, or did I..? Can't remember

And it has started raining too. angry on your behalf

Tesco also do this ...they did it to my daughter and she works there

Ok - the first time this happened to me, the bank told me that Asda could fax them telling them to release the money immediately. Asda did this. The second time, Asda insisted that was impossible and they could not do it. What I insisted they do instead was deliver me my order free of charge, and call me to pay for it over the phone 5 days later when the payment had bounced back to me. They did, reluctantly, and called me daily to try to make me pay for it which I refused to do until the money was back in my account.

They were also completely lax in not calling you. I have paid for my shopping on my credit card before when tescos called me saying the card didn't go through. It is a massive loss for them too as your shopping will have been collected, and anything frozen would have to be binned

Ooh, I won't be using Asda online now, will stick to tesco. Hate companies who take the piss.

Tesco don't do ghost payments, or if they do, it's tiny, not your full shop. They do charge you twice if they cancel your order and have to reschedule though, and the refund of the first one can take several days.

HEAD OFFICE JUST PHONED BACK, AND WHILST THE LADY ON THE PHONE WAS LOVELY, oops sorry was'nt shouting,DD hit caps lock.

so anyway, they cant deliver and they wont fax bank to say release the money.
Have said that I am going to the press, she has escalated the complaint and someone else will be in touch later this afternoon.

Anyone got any tips on how to phrase my conversation with them, I get so tongue tied when I'm angry.

Hello Wallace
thought I was the only MN'er here, thanks for the number, I'll away and phone the 'Strathy'

(might I know you then????)

I would definately mention that they have caused you financial hardship and that you do not have money for food, what are they going to do about this situation they have caused?

Tesco just took a ghost payment of 114 quid of my dd ..which left her overdrawn for a day ..so yes they do

you say
you have to give me my money back, because my family and I won't be able to eat otherwise.
That's it!!!

You are a loyal customer who shops with them on good faith. You are disgusted with the treatment that you have recieved, you are intending to seek legal advice on whether they (ASDA) are in breach of the distance selling regulations and the sale of goods act as they have taken the money out of your account and you have no goods to show for this. You do not believe that it is in a holding account, they can simply rectify this situation by sending a fax to your bank requesting that the money is released yet they would rather see a family with a small baby starve.

Is this the gist of it?

Tell them that your situation is causing outrage on one of the biggest networking sites in the UK and that they are losing customers by the minute. refer them to this thread too.

And email your local paper.

I'd be asking why they can't send a fax???? I would assume they have a fax machine & have someone working for them who knows how to use it.

Tbh I can be an arsey cow when I'm annoyed and if it was me I'd phone the same person every 5 minutes til they sent a fax to my bank and/or delivered my shopping...then I'd go to the press.

Don't think Sainsburys do the ghost payments - they rang me two hours before my shopping was delivered to say the card had been declined as I'd used the wong account. Sorted it out over the phone and my shopping turned up two hours later as scheduled

Belle, fantastic.
I'll be quoting that verbatim.
Thank you
x

How about:

You took my money yet you failed to deliver my groceries.

You are now refusing to refund my money, even though you know that you are keeping hold of my money when you have no right to. You are, in my opinion, acting fraudulently.

Why should I not go to the police?

I will be contacting the press, both local and national unless someone turns up my money at my front door in the next hour (too late to tt it over I think)

stuff like

"this is really unacceptable, i kind of expected better from such a well respected company, but now as i am seeking help and advice elsewhere i find this is actually a common problem"

"i dont care who's fault it is, i really dont, except that you have my money and i dont have my goods."

"i cannot let this rest until you have either given me my money or my shopping"

"i will be phoning a newspaper if i dont get my money or my goods, i dont want to, but i dont think ASDA understands how serious this issue is. [name of newspaper editor/sub-editor] is a personal friend of mine who has been very interested in your treatment of customers using home delivery for a while, and i have always been quick to reassure him, but now..."

"considering i am having to go hungry, you have absolutely no right in keeping my money and i will be taking this a lot further unless it is sorted"

"i thought ASDA prided themselves in valuing their customers. i do not feel valued by your company, and neither do many others"

I hope you manage to get something sorted.

This is appalling - mark me down as another one who won't be using Asda's online shopping service. We usually use Tesco, but I was thinking of giving Asda a try, as they are cheaper.

But it sounds like their delivery service is utterly unacceptable, and their customer service is terrible too.

Pissedrightoff - I hope you get this sorted out soon.

threaten watchdog?