Card debited twice for shopping in Tesco

[maddiemay]

I'm looking for some information which is a bit complex, its not something anyone would know unless you were pretty genned up on the british banking system, but hopefully someone may be able to help.

 

I did some shopping in Tesco yesterday (sat) when paying by debit card the reader said 'card removed too early' I put it back in and completed the transaction not giving it a second thought, later the same day when checking my balance on line I noticed the transaction had been taken twice from my account and I had no funds available.

 

I went back into the store, with the thought that Tesco's policy is 'if we over charge you we'll give you double the difference' or whatever it is. I was sadly mistaken as they wouldn't even give me my own money back let alone anything else!! They were adamant that Tesco haven't got my money but it will automatically be credited to me in 4-5 days, amazing an instant to leave my account but 4-5 days to give it back!!

 

Both the head of customer services and the store manager refused point blank to even give it to me in vouchers. I asked the manager if I filled my trolley with goods to the value of, would he have me arrested and he said yes. According to the store manager 'you only have to dip your card into the reader and it takes the money from your account' even if the transaction wasn't completed

I came home again rang my bank who said it is teco who have to deal with it not them and gave me a code to give to Tesco to enable them to credit me.

I'm so confussed and annoyed and wondered if anyone could shed any light on who is at fault if anyone, i.e. should/could the cashier have voided the first transaction (according to customer services woman they cant void payment only products)

 

I can access my account details 24hrs a day, seemingly Tesco can take your money 24hrs a day but can only instigate a credit between 9-5 on a weekday!

Be very careful in future as people like you and I do not have the funds available to wait days to get our money back!!

Sorry its so long and thank you for any info which may help me stop Tesco calling all the shots in this instance.

[cerberusalert]

Under new rules that came into effect in November '09, you are entitled to an immediate refund while the bank investigates a transaction that you dispute, unless it has evidence that you acted negligently or dishonestly. While the burden of proof has always been with the bank to prove that you authorised the transaction, last year's changes mean that this requirement now has the force of law,

[maddiemay]

So would I be deemed to be negligent because I removed the card too early or do you think the cashier should/could have voided the aborted transaction?

[cerberusalert]

The first transaction should have been voided by the cashier.

 

Make a complaint to your bank, it's their responsibility to sort it out. It's patently obviously even to a cretin what's happened, two debits for the same amount made within minutes at a supermarket, not only would this be verified by the bank's own computer but Tesco's too.

[maddiemay]

Thanks a lot for your help, my bank were helpful and told me to contact them again if I didn't get anywhere with Tesco's, it was Tesco who were not and that was what wound me up the most I think,the fact that they just didn't care, they said the cashier could not have voided it, whether thats the truth or tesco trying to get out of admitting liability and giving me double the whatsit I just dont know and probably never will. They did offer me a £10 goodwill gesture and I told them what they could do with it.

Anyway thanks again and I have learnt something new which can only be a good thing.

Maddie

[surprise]

I have had this happen to me on 3 occasions with the Halifax. Each time the Halifax said it was the recipient and that I had to wait 7 days for the transaction to go back on to my account. The third time it happened it was for £399.00 I phoned Halifax Complaints Dept and they refunded immediately yet the previous twice they said they couldn't do it. I asked them why on the previous two occasions they said they couldn't answer why they hadn't as they do have the powers to do this.

[The GodMother]

Under new rules that came into effect in November '09, you are entitled to an immediate refund while the bank investigates a transaction that you dispute, unless it has evidence that you acted negligently or dishonestly. While the burden of proof has always been with the bank to prove that you authorised the transaction, last year's changes mean that this requirement now has the force of law,

 

 

Can you please post a link here to that rule please.

 

I am asking as i do my tescos shop on line. They have recently changed there website and as result they have been having loads of problems.

 

On the 31st January l placed a order for them to deliver on the 1st February. they did not deliver that order because allegedly the bank was saying no, this turned out to be tescos fault not they banks as they have had over 3 million complaint to do with new website in the first 4 days of operation and that was the 29th jan to 1st feb, tescos have on hold £191 that was the cost of my shopping but they cant take it off hold as they cant give me it back and head office want a bank statement clearly showing they have taken my money. LTSB have said they cant do anything to release that money unless they say its fraud and basically close tescos down till they have finished there investigation.

[cerberusalert]

The Payment Services Regulations 2009 and the Consumer Credit Act 1974

 

New rules get full refunds on disputed card bills | This is Money

[cerberusalert]

The Payment Services Regulations 2009 No. 209

Non-execution or defective execution of payment transactions initiated by the payee

 

76.—(1) This regulation applies where a payment order is initiated by the payee.

 

(2) The payee’s payment service provider is liable to the payee for the correct transmission of the payment order to the payer’s payment service provider in accordance with regulation 70(6).

 

(3) Where the payee’s payment service provider is liable under paragraph (2), it must immediately re-transmit the payment order in question to the payer’s payment service provider.

 

(4) The payee’s payment service provider must, on request, make immediate efforts to trace the payment transaction and notify the payee of the outcome.

 

(5) Where the payee’s payment service provider can prove to the payee and, where relevant, to the payer’s payment service provider, that it is not liable under paragraph (2) in respect of a non-executed or defectively executed payment transaction, the payer’s payment service provider is liable to the payer and must, as appropriate and without undue delay—

 

(a)

refund to the payer the amount of the payment transaction; and

 

 

 

(b)

restore the debited payment account to the state in which it would have been had the defective payment transaction not taken place.

[maddiemay]

Mmmm I wont hold my breath for a speedy refund then ! I dislike Tesco more than ever now, the floor staff are always really nice but customer services and above are so rude, when in an overcharge situation you remind them of their own policy, they after speaking to other staff members of varying degrees of importance for authorisation to uphold their own policy who then proceed to treat you as if its their own money they are giving you.

[cerberusalert]

It's your bank that has to give you an immediate refund. Get in touch with them and quote the "The Payment Services Regulations 2009". As it's recently come into operation a lot of bank staff are unaware of it.

(b)

restore the debited payment account to the state in which it would have been had the defective payment transaction not taken place.

[maddiemay]

In my case would it be me, initiating the transaction or the Tesco cashier? she would have been required to press a button or two before I placed my card in the terminal, so a bit of a grey area here I think. The general feeling I get is that my bank should have refunded me on Sat afternoon, rather than as I was demanding, Tesco. Sorry to be so thick, I dont want to fire off a complaint letter to Tesco if what they were telling me was correct and they didn't have my money.

[cerberusalert]

The regulations state that the 'payee' (Tesco) is responsible for ensuring the transaction is correct. You should complain to both the bank and Tesco quoting the above Act.

[maddiemay]

Brilliant thanks for the last post, it really is a worry as if I had not had the available funds to cover both transactions, my card would have been declined. It will make me more vigilant in future.

Thanks again

[The GodMother]

I would write to tesco head office as local will do not a lot.

[Craftygirl42]

Having a similar problem from Tesco on Sunday too. I had £60 of shopping, put my card in reader and then said 'Oh can I have £20 cashback. The £80 transaction shows on my statement but the £60 has been suspended as Tesco have up to 10 working days to request the payment, therefore my account is showing the £60 is not available to me and my account is overdrawn. Spoken to bank and Tesco and each say the other can sort it, I now have to wait until Friday apparently, when the money will show again in my balance.

[maddiemay]

Simular situation, I sent an e-mail last night to one of the directors, and received aknowledgement this morning, might be worth you doing the same, seems as if Tesco card readers are a bit too keen.

 

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[Lellyah]

I found out today that a transaction I made this week using my debit card in my local corner shop has been paid twice. I called my bank who gave me both authorisation codes and told me the shop has to refund me on one. I went to the shop with, the codes and my receipt. I showed them my bank statement showing both payments and the name of their shop. They checked their receipts and said they only have one transaction for that amount with my details. But, they still refuse to reimburse me!! What can I do????? Please help

[cerberusalert]

Contact your bank again and quote their obligations under The Payment Services Regulations 2009 No. 209 in post #9.

[cerberusalert]

Contact your bank again and quote their obligations under The Payment Services Regulations 2009 No. 209 in post #9.

 

I've also answered on your thread; http://www.consumeractiongroup.co.uk/forum/showthread.php?379220-How-can-I-get-my-money-back