Glitch causes Food Lion shoppers to get duplicate charges, without refund

Posted at 6:34 PM, Sep 03, 2015

QUINTON, Va. – A Food Lion stands accused of overcharging customers.

Customer Sandra McNabb is upset because it's been nearly a week since she was double billed at the Food Lion in Quinton, and she has yet to get her money back.

She said the first time she swiped her debit card it didn't work, so the clerk rang her up again on another register and it went through. Then when she got home on Friday, August 28, she received duplicate texts from her bank.

The amount $27.09 was charged to her card at 3:20 p.m. and the exact same charge came through just one minute later.

“I did go by on Saturday morning and was told it happened to a lot of people,” McNabb said. “There were such a huge number of transactions that they had to go through that they couldn’t and wouldn’t give me a time frame.”

A Food Lion spokesperson said NCR Connected Payments, the company who processes payments, experienced a temporary outage that affected a number of retailers.

“I feel that you took the money out, you took it out in a second, why can’t you just give it back in the same amount of time,” McNabb said.

“The situation was isolated to some customers in our stores who were using electronic forms of payments from approximately 3 p.m. until 10:30 p.m. Eastern time.,” the company said.

"My concern is maybe there are people out there who don't have email notification and don't realized they've been double charged...for me, it's only $27 but what if it was 100 dollars?,” McNabb said. “And it went into an overdraft? I’m concerned about those in that situation.”

A  Food Lion representative said their 1,100 stores haven't had any more problems since NCR fixed the technical glitch.  They added that they're trying to identify how many Food Lion customers are in McNabb's situation, and resolve any erroneous transactions as soon as possible.

They said they expect it to be fixed within the next three business days.

If you've had a similar problem at a Food Lion, they urge you to call the Food Lion Customer Service line at (800) 210-9569 or contact them through their customer service webpage.



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