Online Asda customers overcharged

 

Asda customers who shopped online this month have been overcharged for their groceries, with one claiming to have been charged nearly five times the correct amount, following a computer glitch.

A power cut at the supermarket's US servers on August 16 caused a temporary problem on the home delivery website, Asda confirmed today.

A spokeswoman said because many customers order their shopping in advance, the overcharging problem first came to light this week.

The glitch was fixed on the day but shoppers have complained of being left short on cash as Asda worked to correct the problem and offer refunds.

Asda apologised to customers, promised to refund the their money, any resulting bank charges and their original shopping bill as a goodwill gesture.

Some customers have received their money today, the spokeswoman said.

But while some shoppers waited for money to reach their accounts they complained of not being able to feed their families or fill their cars up.

Customers posted comments on the website of consumer watchdog Which? about how they were affected by the glitch.

One, named only as Paula, said: "My shopping came to £50.96 - they took £250 out of my account. I'm now unable to access this week's wages as it will take up to five days to go back in my account. They have offered compensation but how do I feed my family for five days?"

Another, Katrina, said: "The only way I knew it had been taken out was that my husband filled his car with fuel then his card was declined. He had to call work and borrow the money."

An Asda spokeswoman said: "A power cut at our computer servers in the US has resulted in a temporary system error on the home delivery website.

"As soon as we became aware of the overcharging issue we contacted the customers affected and refunded the overcharge and any resulting bank charges. Some customers have seen the money hit their accounts today, and we're confident all customers will have refund in the next couple of days at the latest.

"Our initial investigation has shown that this was an isolated incident, but steps have been put in place to make doubly sure it doesn't happen again. As a gesture of goodwill and to say sorry our mistake, as well as refunding the overcharge we have also credited our customers' accounts with the cost of their original shopping order.

"We apologise to our customers that have been affected by this technical glitch.

"As far as we know it's nothing to do with Hurricane Issac - our servers are in Arkansas."

PA

Start your day with The Independent, sign up for daily news emails
ebooks
ebooksAn introduction to the ground rules of British democracy
Latest stories from i100
Have you tried new the Independent Digital Edition apps?
SPONSORED FEATURES
Independent Dating
and  

By clicking 'Search' you
are agreeing to our
Terms of Use.

iJobs Job Widget
iJobs Money & Business

Recruitment Genius: Content Writer - Global Financial Services

£25000 - £30000 per annum: Recruitment Genius: From modest beginnings the comp...

Recruitment Genius: Web Developer - PHP

£35000 - £40000 per annum: Recruitment Genius: From modest beginnings the comp...

Recruitment Genius: Field Sales Consultant - Financial Services - OTE £65,000

£15000 - £65000 per annum: Recruitment Genius: This is an exciting opportunity...

Recruitment Genius: Loan Underwriter

£18000 - £20000 per annum: Recruitment Genius: This is a fantastic opportunity...

Day In a Page

A nap a day could save your life - and here's why

A nap a day could save your life

A midday nap is 'associated with reduced blood pressure'
If men are so obsessed by sex, why do they clam up when confronted with the grisly realities?

If men are so obsessed by sex...

...why do they clam up when confronted with the grisly realities?
The comedy titans of Avalon on their attempt to save BBC3

Jon Thoday and Richard Allen-Turner

The comedy titans of Avalon on their attempt to save BBC3
The bathing machine is back... but with a difference

Rolling in the deep

The bathing machine is back but with a difference
Part-privatised tests, new age limits, driverless cars: Tories plot motoring revolution

Conservatives plot a motoring revolution

Draft report reveals biggest reform to regulations since driving test introduced in 1935
The Silk Roads that trace civilisation: Long before the West rose to power, Asian pathways were connecting peoples and places

The Silk Roads that trace civilisation

Long before the West rose to power, Asian pathways were connecting peoples and places
House of Lords: Outcry as donors, fixers and MPs caught up in expenses scandal are ennobled

The honours that shame Britain

Outcry as donors, fixers and MPs caught up in expenses scandal are ennobled
When it comes to street harassment, we need to talk about race

'When it comes to street harassment, we need to talk about race'

Why are black men living the stereotypes and why are we letting them get away with it?
International Tap Festival: Forget Fred Astaire and Ginger Rogers - this dancing is improvised, spontaneous and rhythmic

International Tap Festival comes to the UK

Forget Fred Astaire and Ginger Rogers - this dancing is improvised, spontaneous and rhythmic
War with Isis: Is Turkey's buffer zone in Syria a matter of self-defence – or just anti-Kurd?

Turkey's buffer zone in Syria: self-defence – or just anti-Kurd?

Ankara accused of exacerbating racial division by allowing Turkmen minority to cross the border
Doris Lessing: Acclaimed novelist was kept under MI5 observation for 18 years, newly released papers show

'A subversive brothel keeper and Communist'

Acclaimed novelist Doris Lessing was kept under MI5 observation for 18 years, newly released papers show
Big Blue Live: BBC's Springwatch offshoot swaps back gardens for California's Monterey Bay

BBC heads to the Californian coast

The Big Blue Live crew is preparing for the first of three episodes on Sunday night, filming from boats, planes and an aquarium studio
Austin Bidwell: The Victorian fraudster who shook the Bank of England with the most daring forgery the world had known

Victorian fraudster who shook the Bank of England

Conman Austin Bidwell. was a heartless cad who carried out the most daring forgery the world had known
Car hacking scandal: Security designed to stop thieves hot-wiring almost every modern motor has been cracked

Car hacking scandal

Security designed to stop thieves hot-wiring almost every modern motor has been cracked
10 best placemats

Take your seat: 10 best placemats

Protect your table and dine in style with a bold new accessory