Britain’s largest grocer Tesco has had to apologise to customers after hundreds of debit and credit card payments made in Tesco Express convenience shops took months to be put through.
A glitch in the supermarket’s payment process, that affected 300 Tesco Express stores, means that customers have been charged for their items up to 12 weeks after buying them – and in some cases shoppers have been left in their overdraft and/or facing additional bank charges.
The problem meant that Tesco did not fully process some transactions made on credit and debit cards, since the end of November 2017.
The supermarket giant has attempted to contact all customers who have been affected over the past three months, and apologised for the glitch.
A Tesco spokeswoman said: ‘As soon as we identified this issue, we contacted as many affected customers as possible and have now processed all incomplete transactions. The issue has now been resolved and we are sorry for any inconvenience this may have caused.’
Letters were sent to customers by the supermarket, which read: ‘We are writing to let you know that a number of credit and debit card payments did not process correctly for some customers, in a small number of our Express stores.
‘You may have noticed this as an unexpected transaction at Tesco in your bank statement.
‘You were accidentally not charged on a recent visit and this is a delayed payment. Rest assured, you will not have paid twice. You can view all transactions affected below.
‘The issue was caused by an error where our card payments system did not fully process some transactions which has since been resolved.
If you’ve been left overdrawn or have been hit with other bank charges as a result of the glitch, you can complain via Tesco’s Customer Engagement Centre on 0800 0853 547.