Asda shoppers have complained that glitches in the retailer's new loyalty scheme have resulted in cash disappearing from their app and in some cases appearing to be spent miles from their homes.
Martin Lewis 's Money Saving Expert website has been keeping an eye on social media platforms and has spotted dozens of complaints about Asda Rewards Scheme, although the supermarket giant has denied there is a widespread issue.
Problems which have been reported on Facebook and Twitter include:
- Shoppers logging into their Asda Rewards account on the app, to find cash rewards, known as 'Asda Pounds' missing from their 'Cash Pots';
- The missing cash rewards being spent in stores miles away from the loyalty scheme holder's home;
- Not being able to get access accounts using their usual log in details.
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Morpeth man Simon Jobson complained to MSE that he's had £20 removed from his cash pot and spent in an Asda in Shirley, near Solihull on Wednesday November 16. The West Midlands town is around 220 miles from Mr Jobson's Northumberland home. The 59-year-old DJ said he attempted to contact Asda multiple times about the issue but struggled to get through on the phone. When he did eventually get through, he said the customer services representative agreed to refund the missing cash as a goodwill gesture.
Mr Jobson said: "When I got through to the guy on the phone, he told me he'd been spending all day dealing with similar complaints. I was also annoyed at how difficult it was to actually get through and report the problem."
On Twitter, customers were reporting similar problems to Mr Jobson.
@SarahCh74660571 said: "I have just gone online to convert my Asda rewards to vouchers to use on my next grocery order and my cash pot has disappeared- why?" while @emily05759683 asked: "Hi , just noticed someone has logged in and used my £20 cash pot! How is this possible? I’ve been saving up to use this . And you have leaked out information somewhere."
Asda told MSE that there hasn't been a data breach, and it will look into problems on a case-by-case basis but won't be providing blanket refunds.
The money-saving website is advising customers to check their app to ensure there are no problems with it:
- Sign into the app.
- Click onto the ' Your Cashpot - how it works ' tab.
- Then click 'View Cashpot History' and you'll be able to see all your activity, including how much you have and when/where your rewards have been spent.
Anyone who believes their account may have been accessed by someone else, or had their cash rewards seemingly spent, should get in touch with Asda's customer services team on 0800 331 7409. Asda hasn't promised shoppers refunds, but has said it will look into complaints on an individual basis, telling MSE that weak online personal security was likely to blame for any account breaches .
An Asda spokesperson said: "We are really proud of the success of the Asda Rewards app since it’s official launch in August. So far there have been over five million downloads and there are currently around three million active users, all benefitting from the extra rewards they are getting whilst doing their weekly shop with Asda. If any customer has an issue whilst using the Asda Rewards app we would ask that they contact us so that we can look into this for them."
Asda, the UK's third biggeste supermarket, rolled out its loyalty scheme countrywide in the summer after piloting it in five North East stores earlier this year. Shoppers in the supermarket giant's Benton, Boldon, Byker, Gosforth and South Shields stores were among the first in the country to trial the app-based rewards scheme. The rewards, the supermarket's first loyalty programme in its 72-year- history, is accessed via an app, which you have to download to take part.
Once registered, there are two ways to collect cash rewards, known as Asda Pounds, either by buying a Star Product or completing personalised in-app shopping missions. You can use the scheme by both shopping on store or online. Asda said the cashback is personalised, with rewards offered on the items you're most likely to buy.
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