Tesco Online Shopping Problem

Mad jesty

I have just had a major issue with Tesco online. I am wondering if anyone else has had a similar experience or could offer some advice.

Here is what happened.

I am a regular user of Tesco online, I have my own tesco online account, my own lazer card, bank account, email address etc...
Last week my husband did the shopping online with tesco (thursday), using HIS tesco online account, his lazer card, bank a/c, (you get my drift) etc etc..

Husband recieves a confirmation email (thursday) to his email address thanking him for his order.

The following day I check my bank account and notice a large sum of money missing from my account, I ring my bank to find out who has taken it, they tell me it was taken from a tesco that day, 'impossible' I say 'I haven't even left the house today', I explain to the bank my husband had shopped online the day before but used his own lazer card from his own separate account so it can't be that.
Naturally both myself and the lady at the bank assume my card has been used
fraudulently, and we go through the necessary steps to block my card, issue a new one, file a claim with the fraud dept etc.

Now the sum of money missing from my account does not exactly match the amount of money that husband had spent on shopping so the penny doesnt drop that evening (Friday) when the shopping arrives.

On Sunday I look over the reciept from tesco and alarm bells go off, the total at the bottom of the page is the amount missing from my account, (apparantly this sometimes happens if the prices are different when they go through the checkout in the store) my husband is away but i contact him and he can't tell if the money for the shopping that he did has been taken from his account yet.
We check on monday and he wan't charged. So I contact tesco online, I'm furious and I want to know why they took money from my account when I didn't do the shopping or authorise them, they give me the run around basicaly and say that their system says when my husband used his account he used my lazer card, which is impossible, because 1. he didn't. 2. there was no money in my account at the time. they keep telling me that im wrong they are right and i tell them i am just so angry with them, because they won't listen when i explain the facts two separte accounts two separte cards two separate bank accounts, he did all the shopping/buying got the confirmation email yet i got charged, I demand to speak to a supervisor who looks into it and basicaly says its my own fault because i usually do the shopping with my card and my husband used my laptop and the tesco site used default card cookies and oh it must be the setting on my laptop blah blah blah bullsh*t
My lazer card is not registered to my husbands tesco account, its only registered to mine, he put in his details of his card and his 3 digit security pin from the back of his card, he is 100% sure of this, how the heck can the system charge my card. at the end of a very long conversastion I have been fobbed off, I have been offered a €10 voucher for my inconvience, I am minus the money in my account that I couldn't afford to spend. They did offer to cover any direct debit charges caused as a result but this is little comfort in a very upsetting situation.
I relied on them to deliver my shopping for months and months while I am at home recovering from a back injury. I Don't know what to do now I am just so upset with them, and I have no faith in shopping with them again.

I'll just add that I rang my bank AIB again this morning to put them in the picture and they have been extreemly helpful and understanding about the situation.

Melendez

This post has been deleted.

Mad jesty

Thanks Melendez, I checked my husbands confirmation email and it has not got the last four digits of any lazer card on it.

However the reciept that came with the shopping delivery does, and it is my lazer cards last four digits on that one. But my point being I didn't authorise them to use my card, my husband authorised them to use his card. It scares me to think they can mess up something thats supposed to be security protected

Mikefitzs

Have you thought about contacting anyone in consumer rights?
http://thecai.ie/
http://www.nca.ie/your-rights

Fraud has been committed so you could also get a solicitors advice on it.:D

Mad jesty

No I hadn't Mikefitzs, I'll check out those links, yes fraud has been committed the bank told me so today. I'm just so angry that they can get away with something like this and just brush people off.
Some people might think I am making a mountain out of a mole hill but I live in the country side our houses don't have no's. We are only identified by our names and there are several famalies living in this area with the same sirname. They should have charged the account that was used and the lazer card that was used. we have two separate accounts we could in theiry live accross the road from each other.
There are security numbers on lazer and credit cards for a reason I just don't understand that when you follow procedure and use these codes you are still not protected they can charge any account they like.

I'm not finished with them yet, plenty of letter writing to do.

Mad jesty

I am at the end of my tether

Tesco have debited my account a second time for the amount, one amount is pending since last friday when I raised a dispute with the bank, and then they successfully took out a second amount yesterday, neither the bank or tesco are being helpful anymore. I'm now out double the money and can't afford it, I'm down almost €350 for €174 worth of shopping that was done on another card, never ever again will I shop online with Tesco. Their customer service is a joke.

kaki

I had similiar problems with Tesco as well with unauthorised transactions - I moved my business to Supervalu and the customer service is on a whole other level (you get a call from the local store if they have to do any substitutions asking your permission, informing you of any price changes).

Granted, the range of products available isn't as wide as Tesco, but there's no excuse for poor service - best thing you can do is vote with your feet.

I've heard that Superquinn are meant to be good too, unfortunately they don't deliver down here in Cork.

havetoquit

Hi Majesty, I am sorry to note that you are having this hassle and it corresponds with my own experience.

I reported Tesco to the Consumer Rights and kicked up as much fuss as possible, as I am not willing to accept this kind of incompetence. It causes untold stress and worry, especially to those of us who live alone and do not have any other form of financial assistance to fall back on.

I so wish that Dunnes would get their act together and facilitate online shopping. They are always talking about how we need to support our own during these challenging times and no disrespect at all intended to any English company who has the foresight and ingenuity to set up online shopping, but why can't our own companies do the same I ask.

Supervalue does not facilitate online shopping in rural Wexford yet, so on we go, with those of us who live in Ballygobackwards having to either depend on Tesco or nothing.

My cousins in UK have been using Tesco online since they started and surprise surprise, they appear never to have had the issues we speak of... why oh why does it have to happen here....

Please let us know if they have sorted it for you and in the meantime, I am sure you have contacted Tesco's head office, as they need to know what is going on here.

wmpdd3

My take on this would be if a company took money from the wrong account, I'd except the bank to refund me immediately and let the company chase the money after that. They made the mistake but the back should not allow a company debit you with out you permission.