Asda - Non Existant customer service

[Pandy]

Hi,
Was in Asda on Saturday paid by debit card, there was a problem with there 'New' card machines and it took 2 payments. I checked my mobile banking app on my phone before I left the shop so was able to prove it to them etc. I was told (even guarenteed) it would be back in my account within 24 hours even though that was Sunday, and if it's not to go back to them, yesterday nothing returned to my account, so off we go back to Asda, to be told the woman on Saturday had told us wrong and because it was a Sunday it would be another 24 hours.
I check today as my bank always updates at midnight and still nothing so it looks like another trip over there tonight, seem like they need to train there customer service staff better as they are all giving different information.
This is the second time I have had problems with the Bedminster store think I will stick with Tesco in future.

[miak]

Good morning

That's not good... If I were you I would complain. They may offer you a voucher if you are lucky.

[footiemad]

I had the same thing with Tesco last week. The truth is it will take approx 3-4 working days for the funds to be returned to your account x

[Pandy]

Well I rang them at 1.30 today and they were going to ring me back once she had spoken to Anthony from upstairs. It is now 5pm and still no phone call. Tried to ring them at 4.30 but the extension line was busy...

[Niobe]

I think I'd be going down to the store and refusing to move until it was all sorted!!

[recovering]

If their system works the same way as ours at work the credit card processing company have control over this not the company you pay, It has happened to a customer that the slip produced says " not authorised" yet money has gone from account when I rang processing company to query for customer was told even "NOT AUTHORISED" Transactions generate an authorisation code? no matter how many times I said that is a nonsensical thing to say ...they repeated it!... the money was always returned within a couple of days I know it is frustrating for customer but I actually couldn't do anything to help speed it up

[Pandy]

it isn't that they are not returning it, that is the issue, but all the bull I keep getting told, if they said it will be a couple of days fine at least I would know but to keep saying the next day etc and then promising to ring and not ringing, it just gives the impression that they do not care about their customers at all,

There training must leave a lot to be desired if each member of staff you speak to gives you different information. They definitely are not all singing from the same hymn sheet.

[recovering]

I, at least rang to tell them my hands were tied!

[Pandy]

Still not in there this morning although one of the payments now states Asda store - Bedminster (the other one still states debit card transaction) so hopefully the other extra one will dissapear tomorrow.
Luckily no DD due otherwise we would have been in trouble,
Too near pay day to be losing money, at this stage of the month I could really have done without this. We need that £25. for food top up for next week until I get paid.

[footiemad]

It should drop off either tomorrow or Thursday. Mine took 4 working days to drop off!!

[Pandy]

Still nothing and this is 5 days since they took it, how come I can transfer the same amount of money to them and it goes instantly but they seem incapable of doing a simple transfer back.
I have sent a complaint to the HQ via their website explaining the situation etc. As I am still waiting for the 2 phonecalls I was going to get on Monday. Seems like their whole customer service ethos needs to change.
As far as I am concerned this is theft, if I went into there store and took goods promising to pay them in 6 days I would get prosecuted for shop lifting but they can do that to me.

[footiemad]

It should drop off tomorrow as being the 4th working day x

[Pandy]

Its back this morning just as well as I need it to get some food this weekend. LOL
It still doesn't excuse the conflicting information or being ignored when they say they will contact me though.

[footiemad]

That's good - all sorted then x

[antm]

Was going to say we (work for tesco) always advise customers it can take up to 7 days for a systemm error to be rectified or a refund going back on the card, i have no idea why retailers systems are so slow! i can transfer money and update within an hour, i mean they are quick enough to take the money!!