'Check your bank accounts': Coles shoppers warned over IT issue

A spokesperson confirmed to Kidspot that a solution is on its way. Have you fallen victim already? 

Shopping for groceries online is supposed to be the easier way to do things.

But, for some unlucky Coles customers, it’s been the cause of a frustrating shopping experience leaving bank accounts temporarily short.

One victim has shared their experience to social media, encouraging others to determine whether they, too, were stung.

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Image: Shae Beplate.

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“Please check your bank accounts”

An Aussie Reddit user has taken to the platform warning fellow Coles shoppers of an ‘IT issue’ leading to their bank account coming up short.

“Those who use Coles online please check your bank accounts,” the shopper said in their post.

“Yesterday I noticed a charge for an online order which I didn’t make.

“After following it up with my bank and Coles it seems Coles has had an IT issue (their words). My order amount for the 28th of June was charged again on the 28th of July.

“Coles said it is processing the refunds but no ETA on when this will be rectified!”

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What’s going on?

Another customer shared they’d been caught up in the error as well, noting they were short hundreds of dollars because of it.

“I didn’t notice the extra $330 charge but they emailed this afternoon,” said one commenter.

Others, though, weren’t so sure Coles would be quick to amend the issue.

“Can’t wait for my 100 flybuys points as compensation for their f*ck up,” said one commenter.

“Whilst I'm certain Coles didn't do this deliberately, I'm also certain anyone who ‘doesn't’ notice the extra payment will never get their money. Coles will slip it into their pockets as a little bonus,” another suggested.

“We apologise for the inconvenience”

Thankfully, it seems Coles has proven these customers to be sorely mistaken, promising that the issues will be amended as soon as possible - if they haven’t been already.

“Last weekend, we identified a technical error that resulted in duplicate pre-authorisation charges appearing for a small number of Coles Online customers,” a spokesperson told Kidspot.

“This issue arose from orders placed online between 26–28 June, and those affected may have noticed a second pre-authorisation for the same amount on their bank account this month, in July.

“We’re committed to ensuring a smooth experience for our customers when shopping online. In this instance, we worked quickly with our payment processor to arrange a reversal of the duplicate charge.

“This process to solve this is currently underway and is expected to be resolved [today]. We apologise for the inconvenience and thank our customers for their patience.”

Coles noted that the timing for reversal of a duplicate pre-authorisation charge will depend on individual bank processing schedules. Usual banking processing schedules are 3-5 days for local customers.

If customers require further assistance, Coles encourages them to contact the Coles Online Customer Care team on 1800 455 400.

Originally published as 'Check your bank accounts': Coles shoppers warned over IT issue