Local customers may be impacted by recent debit payment glitch

Posted at 7:41 PM, Sep 04, 2015
and last updated 2015-09-04 19:42:28-04

CHESTERFIELD, Va. -- Several retailers nationwide who use the NCR corporation have been impacted by a computer glitch.

The glitch caused shoppers who swiped their cards on August 28 between 3 p.m. and 10:30 p.m. to be billed multiple times for one transaction.

A trip to a Chesterfield Food Lion for Kiesha Kearney a week ago Friday didn’t quite turn out how she expected. She said she left empty handed when two attempts to swipe her card didn’t go through.

Or so she thought.

“When I pulled up my online banking app later and checked my account, I was missing $84.20,two times from Food Lion,” Kearney explained.

She says she got so worried that cyber criminals had gotten into her account, that she moved the remaining funds out of it.

Kearney didn’t know at the time, but the Food Lion she shopped in on Ironbridge Road was among several retailers nationwide impacted by a computer glitch.

Like customer Sandra McNabb, who alerted CBS 6 News to the problem earlier this week, Kearney has found it quite daunting to get her $168 refund. She says she tried to file dispute charges with her credit union.

She said the process will take 10 business days. But hours after our story aired Food Lion contacted her and said she could come pick up a check.

Better Business Bureau’s Tom Gallagher calls the technical glitch an unfortunate incident.

He said customers who shopped in other stores that are serviced by NCR may also be impacted and don’t know it.

Right now, he advises customers who swiped on August 28to document, reach out to the retailer and their bank, and have patience.

“If the potential is there that you might have used your card, just go right now and take a look,” Gallagher advised. “Check your bank and credit card statements and make sure you’re not caught up in this.”

McNabb contacted CBS 6 News after our story aired and said she has since received her refund from the transaction at that Quinton Food Lion. Kearney is hopeful her refund isn’t far behind.

A Food Lion spokesperson reminded customers that they are working diligently with NCR Corporation to resolve all customer issues.

If you believe that you have been overcharged, contact the Food Lion customer service line at 1-800-210-9569.

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