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.
5) That THEY COULD NOT REFUND THE OVERCHARGE!
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.