The trouble with Asda

UPDATE: I have received a call from Asda's head office. They have confirmed that they have received my payment. They are not sure what went wrong, but they have unsuspended my account. They have offered a voucher as a way of apology. I said I would get back to them on that, though I think my mum would make good use of it for Christmas shopping. I'm very relieved that my payment has been received.

It's takes quite a lot to upset me, and I very rarely get angry, but today Asda has managed both.

Recently I decided that I didn't want the hassle of supermarket shopping any more. I wanted to save on the drudgery and save myself time, energy, petrol, money and the carrying of heavy bags, and so I went over to mysupermarket.co.uk. My supermarket compares the prices of your shopping and tells you which works out the best value for money, so I went with Asda

My first Asda delivery went well, and I thought my second did to. I even sung the praises of Asda on my twitter account - it's the cheapest, saves times and money! But I take it all back now.

I ordered my shopping online and went through Asda's online payment system. A few days later (3rd October) my shopping was delivered. And I thought that was the end of that.

Unfortunately it hasn't ended there. What's happened since is that I have received at least 5 phone calls from Asda asking for payment.

In the first phone call I explained that I was at work and would check with my bank when I had the opportunity. A day or so later, another phone call. I told them again that I was at work and that I would check with my bank when I got the chance. A couple of more phone calls were received and voice messages were left.

By the way, some of the numbers I received calls from Asda are:

"0800 952 3003"

"0800 952 6060"

and this strange one, which you can't call back

"02711 200 5100"

When I did my next batch of online banking (a few days ago) I checked my statements and saw that the payment had been taken on the 7th October. Good.

I thought I would hear no more about it. The payment had gone through. I have no idea why there was such a delay (the money was in my account), but I was happy that it was sorted.

But no! Asda has other ideas.

I received a phone call this morning saying that my account was unpaid. It was the last straw.

I have asked Asda for a transcript of the phone call - we shall see if that arrives, but here's a quick summary.

Asda: Your account hasn't been paid

Me: Yes it has, a few days ago

Asda: We have no record of that

Me: Well, it's been paid. The money has been taken out of my account. Stop calling me and check your records.

Asda: Prove it

Me: NO! I haven't got time to be sorting out your error. Are you going to pay for my time to sort out your accounts?

Asda: You are no co-operating

Me: How dare you say I am not co-operating. I placed my order online, I went through your online payment system, I gave you my card details, I said I would check my bank account and I have done that, and your payment has left my account!

Asda: You are raising your voice.

Me: Yes I am and you will have to end the call if you don't like it.

Asda: We will have to suspend your account.

Me: Do it. Do you think I care at this point? Do you think I really am going to use Asda again? Do you think I want anything to do with your company now?

The whole phone call was about 10 minutes long. I was, and still am, exasperated with the situation. I cannot bear to be accused wrongly (who does?!).

So, Adsa, it's over to you. My payment has left my account - on 7th October. I paid it when it was requested. There was obviously a delay, but that's not down to me. You need to look at your payment system so that your customers don't have to put up with this situation. I have spent enough time and energy on this - and to think online grocery shopping was meant to make life easier.

I have sent several tweets to Asda and this is the response I had so far.

I have dm'd them my details. Let's see what happens next.