I wasn’t going to blog about this, because I hate to rant, but it’s gone too far now and I feel I should warn others!

On December 21st 2012, Jonny went to Morrisons petrol station. He bought £30.00 of unleaded petrol and two bottles of Diet Coke in a 2 for £2 offer. The total cost of the transaction for £32. Something went wrong with Morrisons card machine halfway through the transaction. He was told that no money would be taken and that they’d have to process the card again and put it through a manual authorisation.

On 24th December 2012, £32 was debited from my bank.

On 31st December 2012, another £32 was debited from my bank.

I didn’t notice until February – when I sought out the receipts and telephoned Morrisons to tell them they had charged me twice.

After several phone calls back and forth, and a trip there in the car with receipts and bank statements… I was told:

1) They could see I had not used the card for any other transactions and that I had not bought petrol there since with that card number.
2) That they had found my transaction and could confirm it was £30 unleaded + £2 Diet coke and that the transaction had been processed by card manually.
3) That they had a copy of the manual card receipt.
4) That they had a copy of my bank statement, which my husband dropped in to them – proving I’d been charged twice.

Yes – a great big chain like Morrisons, couldn’t refund the £32 they had stolen from my bank account without my authorisation! I was expected to drive to my bank and submit a claim to have the money refunded. I spent ages on the phone at the bank and was accused of all sorts! Eventually the bank said if I waited 24 hours, the money would be refunded, on condition that Morrisons didn’t challenge it.

Morrisons challenged the refund and I was never refunded.

I made more phonecalls.

I sent emails.

I sent tweets asking for the right email address.

I sent tweets saying I wasn’t happy I still hadn’t been refunded.


It’s now October 2013 – nearly 10 months after the transaction was made. I have not been given my money back and nobody will reply to me.

£30 of unleaded petrol and £2 of diet coke has cost me:

Plus petrol to Morrisons and Petrol to the bank on numerous occasions
Loads of phonecalls
Lots of my precious time
A lot of upset.

£32 might be a drop in the ocean to Morrisons – but to me, a mum of three young children, in and out of work due to Cancer, it’s a lot of money. This money was taken from me without my consent. I feel robbed.

So dear readers – if you value your money – never pay by card in Morrisons – if they accidentally charge you twice… that’s your loss and their gain!

After this post received over 100 RT’s on Twitter and many mentions of disgust from my followers, I received a direct message asking for my details (3 days after this post went live).
The following day, the store manager showed up on my doorstep, with my £32 in cash, a bottle of red wine and a bouquet of flowers. This was accompanied by a heartfelt and sincere apology, with assurance that he did not know about this incident.
I am now satisfied with the response from the manager. I do, however, feel that their social media team need to up their game and respond faster to complaints. I also feel that the finance team, who dealt with my initial complaint, need re-training. My concerns were passed on.

Thankyou to everybody who RT’d this for me.

  1. Katrina says:

    This is shocking! I’m glad I read this though as I was in Morrisons myself yesterday, I will be double checking my bank statements now as they had to take my card through twice as it didn’t work the first time

  2. the mental parentals says:

    OMG Emma, that’s bloody terrible. £32 to a family with 3 children is a lot of money! In fact, circumstances are irrelevant. £32 is a lot of money to ANYONE. This is actually shocking. I hope Morrisons read this and do the right thing. Have you got a log of all the attempts you’ve made to sort this out? They should refund you the total of £64 for not being able to sort it out and causing you unnecessary stress in the condition you are in. I hope writing this helps you to get Morrisons to see sense. I doubt many of your readers will be shopping there again now. TESCO HERE WE COME.
    the mental parentals recently posted..the padded roomMy Profile

  3. Jen says:

    What awful customer service! For the sake of £30 to a big company like them you’d have thought they’d have seen the bank statement and refunded it quickly and quietly as a gesture of goodwill.
    Good luck with your fight, hopefully this post will go some way towards it, and keep flooding social media until it gets in front of the right person!
    Jen recently posted..Malory Towers Castle CakeMy Profile

  4. Rachel hirst says:

    I feel your frustration, not only is it the money they have robbed, also your time, energy and caused you so much upset. You do not need this if you are unwell.
    They should not only refund you but send you a gift card and flowers as a gesture of good will.
    Santander bank let me down on lots of occasions and offered me £300 for my trouble ( in the bank the next day) a goody box of sweets and a bouquet of flowers.
    Maybe Morrisons should take a leaf out of Santander’s books .
    Martin money saving would love this.
    Good luck and don’t give up.


    • Emma Day says:

      Wow a lot of brands could learn from Santander. I think if Morrisons offered me £300 for my trouble, I’d consider removing this post for them – as a gesture of goodwill. I’m very angry and very upset – this has gone on too long now!

  5. liska says:

    I’ve always been a big big fan of Morrisons so am shocked and disappointed to read this, even more so with my back-office knowledge having been a cash office manager at a VERY large (clothing) retailer for 4 years (about 11 years ago). Even then we had electronic journal rolls etc, a banking department … and would have resolved this VERY quickly for you. xx
    liska recently posted..Ikea A Great Family Day Out and Visit to SmålandMy Profile

    • Emma Day says:

      But it’s not a gesture of goodwill – I’ve not returned a product – they outright stole the money from me – if this were an individual they would be prosecuted!

  6. MummyOfSeven says:

    Appalling behaviour on Morrisons’ part! At the very least you should be refunded the £32 as well as any interest they’ve gained on the money over ten months. If they value their reputation, they should also offer to cover the costs of your various calls and trips over those months AND offer some other gesture of goodwill.

  7. Jodiekins22 says:

    This is ridiculous and Morrisons should be ashamed of themselves. Some people wouldn’t be able to cope if they lost £32 in a cocked-up transaction, Morrisons, I hope they see sense and refund you your money and more for your inconvenience and worry.
    Jodiekins22 recently posted..Growing Pains ….My Profile

  8. Mike says:

    I hope you don’t mind but I’ve posted the link to here on Morrisons facebook page. Hopefully a few more people will see it before they do in the morning.

  9. JallieDaddy says:

    They can’t get away with that. Get in touch with the bank your card is with: they can – & must – credit you. You can also take Morrisons to the Small Claims Court, Often a threat of legal action is enough. I’m being ripped off by Tesco at the moment, & I’m not letting them get away with it. Good luck!
    JallieDaddy recently posted..It will be Christmas soon…My Profile

  10. Natalie says:

    This has happened to me numerous times with morrisons, but in store. I’m terrible for checking receipts, bank statements, etc.. Like yourself I’m a struggling mum of 2 with limited income due to illness. However, I have been happily refunded on the three times it has happened to me. 1st unauthorised payment was for £38. 2nd for £69,35. 3rd for £23. They have constant issues with their card machines and there’s been a few times were we’ve had to run to a cash machine as they’re saying my bank card has declined. It seems it’s theses occasions that the payment is taken even though they give you the cancelled receipt. Luckily I’m a Natwest customer and my card is protected by visa so I would get it back anyway. Who is your bank? I would take this to press. They soon will refund you and give you a £5 gift voucher. Tight arses!

  11. Candace says:

    Send them a letter to head office recorded delivery explaining everything again and copy paperwork giving them 14 days to refund. Work out how long you have spent trying to sort this and bill them for your time – needs to be reasonable hourly rate though and ask for this as well. Tell if they don’t pay you then you will issue a County Court Summons for the amount over charged plus your time in chasing and interest. If you need any help filling in the paperwork for CCJ let me know, very straight forward to do.

  12. Candace says:

    Forgot to say yesterday you also need to write to the bank and ask about Morrisons rejected the claim back of your money. Your complaint was they took the money twice. In order to reject the claim they should have said there were two transactions. Ask to see the proof of these two transactions which support Morrisons version of events. They have already told you there was only one transaction. Surely the electronic one and the written one has the same date on. Two identical transactions on the same day? Needed a lot of petrol and cola that day!

    If you take then to Court they either have to agree and pay you or they need to show the Court there were two transactions, as in paper work not just words.

    Don’t let it drop
    Candace recently posted..Wednesday Words (16 October 2013)My Profile

  13. Natalie says:

    I’d be fuming that’s disgusting. It’s ok for these supermarkets to get away with theft! If it was the other way around it would be a different story. I’d write to my local paper. Made me so mad reading this. I feel your pain sister xxx

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