Woolworths boss apologises to shoppers

Brad Banducci3Woolworths’ CEO Brad Banducci said he is disappointed by the latest system payment glitch.

Grocery shoppers were billed twice because of an error made by a payments processor, CUSCAL Limited.

The financial services provider has made an error with payments when several supermarket shoppers used their VISA cards between 11 – 13 March 2017.

“We are outraged on behalf of our customers that this has happened and it raises a series of important questions about the effectiveness of certain processes in the financial system,” Banducci said in a company statement.

“We have raised these concerns directly with CUSCAL and VISA, and propose to pursue the matter with the relevant financial services regulators. It is not acceptable that our customers have been charged twice, causing them stress, inconvenience and, in some cases, financial hardship.”

Woolworths further said on their company statement that they were completely unaware of the situation until disgruntled shoppers have raised the issue on the supermarket giant’s Facebook site. He said the group is responding to customers who contacted Woolworths’ customer service centres and through their social media accounts.

“We apologise for the inconvenience this has caused to our customers. We encourage customers who still have concerns about the payments returning to their accounts to contact our team on phone: 1300 767 969 for support in dealing with their financial institutions,” Banducci said to their customers.

According to AAP, Woolies customer Charlie Hooper has commented on the supermarket giants Facebook account.

“I’ve got my refund but … it took me into overdrawn territory and I’m now down [on] the associated fees,” said Hooper.

“Are Woolworths also going to refund any fees associated with this mistake? Your stuff up will cost many customers more than just the amount deducted,” said another customer, JJ Hinfelaar.

Woolies said CUSCAL will rectify incorrect transactions and refunds will be made into affected customers’ accounts by 2pm today.


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