Some Tesco customers were charged twice due to ‘technical error’ - how to get your money back

Wednesday, 17th February 2021, 2:35 pm
Updated Wednesday, 17th February 2021, 2:35 pm
What you need to know about the technical error (Photo: Jack Taylor/Getty Images)

A number of Tesco customers have found that they have been charged twice for transactions made at the supermarket chain.

According to MoneySavingExpert, which first reported the error, thousands of shoppers have been affected by the issue.

This is everything you need to know.

What happened

A payment error has resulted in possibly thousands of Tesco customers being charged twice for payments at Tesco.

The problem appears to spread across different types of Tesco stores, such as Tesco Express, Tesco Extra, Tesco Metro, fuel stations and the big Tesco superstores.

Tesco has said that not all branches have been affected by the issue, and that online orders haven’t been affected either.

‘I’ve been charged twice’

Some customers who have noticed duplicate charges on their accounts have taken to Twitter to complain to the supermarket giant.

One user wrote: “@Tesco Hi, I was in store today & used contactless. Staff member said it had been playing up, said it hadn’t worked so I did chip & pin. Checked my bank just now and I’ve been charged twice. How can this be fixed?”

Another Tweeted: “@Tesco I’ve been double charged for a shop I did on Tuesday. Have spoken to my bank who have said to speak with you!”

“So annoyed at @Tesco taking a transaction twice then having to wait eight days minimum to get it back. How is that even allowed?” Tweeted another.

How to get your money back

Tesco has said that it is automatically refunding customers who have been charged twice, but it might take some time to see the money come back into your account.

In theory, you should be refunded without having to do anything, but if you’ve been double charged and the money hasn’t been returned to you in about a week’s time, you should get in touch with your bank.

If your bank can’t confirm if it’s in the process of refunding you, you should contact Tesco to check the status of your refund.

If you’ve been charged bank fees as a result of this error, for example if you were pushed into your overdraft or above your agreed overdraft or credit card limit, then you should get in touch with Tesco.

Tesco says that it will deal with these requests for refunds of these charges on a case-by-case basis. You’ll need to provide evidence of your charge, such as a letter from your bank or a bank statement.

You can reach the Tesco customer service team on 0800 505 555.

‘Technical error’

A Tesco spokesperson said: “Due to a technical error some customer card payments have been authorised more than once.

“We’re sorry for any inconvenience they may have caused, and we want to reassure affected customers that they will only pay for their purchases once and any duplicate transactions will be reversed.”

Tesco has not yet confirmed if the issue has been resolved, so those who have been shopping at the supermarket should keep an eye on their bank accounts.