Supermarket refund error leaves Gosport pensioner anxious about money

Hugh Brady, 70, from Gosport, pictured with Tommy the cat, is unhappy with Asda after they took �93 from his bank but only delivered �26 worth of goods, leaving him without money to buy himself or the cats food (151831-9212)

Hugh Brady, 70, from Gosport, pictured with Tommy the cat, is unhappy with Asda after they took �93 from his bank but only delivered �26 worth of goods, leaving him without money to buy himself or the cats food (151831-9212)

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A PENSIONER was left feeling stressed and anxious after too much money was taken from his account by a supermarket.

Hugh Brady had ordered £93 of shopping from Asda which was taken from his bank account on Monday.

I thought I would have to go the weekend without food and would be unable to feed my cats too

Hugh Brady

But only £23 of food was delivered the next day with items for himself, as well as five boxes of cat food, being left off the shopping delivered to him.

As stated in Asda’s online policy, Mr Brady expected the money to be refunded the same day as the delivery.

But it took four days of anxious waiting for the £63 to appear back in his account.

Mr Brady, from Gosport, said: ‘It was really stressful waiting for the money to come back into my account.

‘I thought I would have to go the weekend without food and would be unable to feed my cats too. It was very worrying.

‘Their policy says any food they cannot deliver, the money is refunded that day.

‘That didn’t happen and it took three days of emails, letters and calls to get the money back.

‘It was very confusing to get my head around the changes and I am sure other people have had the same problem.

‘When you think money is going into your account, you expect to see it and when you don’t it is a worry.’

With the old policy, Asda would take the money out of the customer’s account at the checkout and, if there was any food undelivered, it would take three to five days for the money owed to be refunded.

Its new policy, introduced in September, takes the money out of the checkout but says it will be refunded the same day as delivery if money is owed due to undelivered items.

Mr Brady added: ‘I have been ordering from Asda for six years now and I would always wait until the day I was due to get my pension in case they couldn’t deliver some items and took more money out. That way I would have spare money.

‘But because it says it will be refunded the same day, I took the chance of ordering earlier in the week.

‘It left me with no money. I thought I would not get it until Monday.

‘I don’t mind going hungry but it would not have been fair on my cats.’

A spokesman from Asda said: ‘We are committed to providing our customers with convenient ways to shop, and deliver to 98 per cent of the UK.

‘We’d like to apologise to Mr Brady for his experience and hope we can serve him again soon.’

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