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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

To be hopping mad, even if I don't know who with?

19 replies

Glitterknickaz · 28/02/2011 18:02

This morning I had to pick up a few bits to eke us out over the next few days before I do our big asda shop (which we get delivered). So I went to our local Sainsburys (hate doing this, they're flippin' expensive but I refuse to go to tossco and the only other option in town is Waitrose).

Checked online banking, as we're on a tight budget. £123 available.

Pick up essentials, because there's nappies & wipes with cleaning stuff it comes to £47. Use self serve checkout, do card transaction and it comes back declined I know the funds are available so I try again and it goes straight through.

Get home, think about what happened and check online again. The money's been taken twice, leaving me with just over £30 left. So I phone the bank. I'm told I have to go back to Sainsburys and get a refund as the first transaction was authorised.

Trek all the way back to Sainsburys, they refuse to do the refund saying it's the bank's fault and actually every transaction that's gone through on any card for any customer today has done the same thing and they're inundated with complaints. Call the bank again only to be told there's nothing they can do, I have to wait ten working days to see if they claim the money, if they don't it'll become available funds again if they do I have to get a refund.

Nobody wants to know.

So I'm left with £30 (could be worse could be left with nothing) and now have to wait and possibly chase everyone again in ten working days.

AIBU to just want someone to take bloody responsibility and stop blaming each other and let me have my money?

Somebody is doing very nicely on the interest from all this in their holding account, whether it be the bank or Sainsburys.

Anyone actually know who is at fault here by the way?

OP posts:

FabbyChic · 28/02/2011 18:05

The fault lies with the Sainsbury machines it is nothing to do with your bank.

No one will actually have the money, it just gets removed from your bank until it is called for if it is not called for you get it back.

shirazgirl · 28/02/2011 18:05

This reply has been deleted

Message withdrawn at poster's request.

saffy85 · 28/02/2011 18:07

If Sainsburys have the money then I would have thought they would/should give it back????? 10 days is quite a long time to ait imo. But then again I'm skint too.

Original poster

Glitterknickaz · 28/02/2011 18:07

I've lost hope of getting that money back before two weeks are up to be honest, but do you think if a letter of complaint is to be written it should be to Sainsburys?

OP posts:

tallulahxhunny · 28/02/2011 18:07

its a joke, they can take money off you in a second but take weeks to give it back :(

its the bank who has to sort it btw but they can get a manager in sainsburys to phone and give them all teh details to cancel the payment, im sure that was what happened me with Aferry but it still takes 3 days

tyler80 · 28/02/2011 18:08

I'm sure Sainsburys have prior for this. I remember seeing a news article about it.

Original poster

Glitterknickaz · 28/02/2011 18:08

Both are refusing to help.
Interestingly the Customer Services lady said their card processor is Natwest, I also bank with them so it's Natwest/Natwest in house but do you think I am getting anywhere?

OP posts:

SunshineisSorry · 28/02/2011 18:09

I would be livid, at least it didn't take you overdrawn and then you have to pay a penalty. Twunts, i would definately emailing management telling them this has caused you genuine hardship and i woudlnt let up until i got a full refund. Are you saything that this has happened to everyone who has paid by card in sainsbury today and they are trying to blame the bank?

I daresay you will get your money but still on your behalf!!!

meandmytwoboys · 28/02/2011 18:10

I have a feeling Sainsburys also bank with Natwest...

dawntigga · 28/02/2011 18:59

The money hasn't been taken twice, it has been authorised twice and taken once. Depending on the bank Sainsbury's are with for their merchant services (it use to be Barclaycard) will depend on how quickly it comes back on your account.

I've asked a friend who works in their merchant services if there was an issue and what's being done to put it right - that is of course if they still use them for merchant services.

Doesn't help you that much but I'll see.

ThisHappensQuiteOftenTiggaxx

dawntigga · 28/02/2011 19:08

Bit more info. Spoke to the one person at Barclaycard who would know if there was a huge (by hundreds of thousands of transactions scale) issue. There wasn't. You can get the store to phone up Barclaycard and ask them to cancel the outstanding auth directly.

Merchant services can't do this on the day it actually occurs due to risk of fraud. Tell them to go through to an operator NOT to use the automated system as this does not always work.

HTHTiggaxx

squeakytoy · 28/02/2011 19:12

So am I right in thinking here, if you do nothing, it will automatically go back to your account anyway?

I shopped at Sainsburys this afternoon.. and so did my MIL... who panics with things like this, and we both paid by cards.

Original poster

Glitterknickaz · 28/02/2011 19:17

tigga thanks for the info, apparently it was the Natwest Merchant services thingy that was faulty? As I say nobody is accepting liability, and neither Sainsburys or Natwest are prepared to do a thing, so I am supposed to wait and see what happens over the next 10 working days.

Squeakytoy yes I will eventually get the money back, but in the meantime I am down nearly fifty quid that I really could do with.

OP posts:

trixie123 · 28/02/2011 19:27

This kind of thing is really outrageous and I never understand why companies as big as Sainsbury's don't take a bit of initiative and process the refunds, even if it leaves them out of pocket. For the customer goodwill it would engender it would be worth it. As someone else said, if this had taken you overdrawn or left you short of funds to honour a DD, who would be paying the fee for that?

Original poster

Glitterknickaz · 28/02/2011 19:33

I'm incredibly lucky, no DDs due til the 5th and we're getting tax credits before then so we're going to be ok. No petrol in the car though for a few days!

OP posts:

dawntigga · 28/02/2011 19:53

Forget the liability issue, the store can STILL phone their merchant services and request canx of the auth.

Bloody annoys me when merchants do this cos they aren't sure they can!

I'm glad I no longer work in that area!

WishesForBetterTrainingTiggaxx

LeroyJethroGibbs · 28/02/2011 20:17

This reply has been deleted

Message withdrawn

Original poster

Glitterknickaz · 01/03/2011 10:16

Urgh. Forgot TV License quarterly DD.... I was a fiver short. So now I get charges.

Tigga, store still refusing to help.

Any ideas what to do now, anyone?

OP posts:

HighlandTea · 01/03/2011 11:32

Call Sainsburys. They are the ones that will get your money so they should refund. If it is a bank problem then let them deal with the bank.

Ask to speak to a supervisor. Do not accept a call back, say you will wait on the line for one.

Find out their name, make a note of it and get a direct contact or extension number if possible.

Tell them you know it is not their fault but can they please help. Say your payment was to them and so they must deal with it to retain your custom. Explain situation and ask in a firm but polite tone for an immediate refund plus bank charges - you can email proof of them to this person.

I did something similar with Vodafone and got my money and bank charges back. I had to fax the bank charges letter to the supervisor and he authorised a cheque to be sent to me the same day. I did say to them I had taken legal advice and had been advised to give them to the end of the next working day to rectify then I would take it further.

Good luck

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