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Coles customer is unable to feed her family for a week after a failure in the company’s payment system

A Coles shopper may not be able to feed her family for a week after a breakdown in the supermarket giant’s online payment system.

Esther Gillett, of Attunga, in the New England region of NSW, placed her family’s biweekly order for $ 258.99 through Coles’ online delivery service on Tuesday.

The company made system changes in July, requiring a pre-authorization of the funds in the buyer’s account to ensure they are available before the order is packed and finalized.

The money can be held for up to 10 days – depending on the bank – even if an order is canceled.

Mother-of-one Esther Gillett, from Attunga, in the New England region of NSW, may not be able to feed her family for a week after two pre-authorizations have been deposited into her account for the same Coles order

Mother-of-one Esther Gillett, from Attunga, in the New England region of NSW, may not be able to feed her family for a week after two pre-authorizations have been deposited into her account for the same Coles order

But families who change their orders before packing may be charged twice the pre-authorization, and if there is insufficient funds, both orders will be canceled.

Ms. Gillett fell victim to the trap this week after modifying the store to $ 240 for herself, her husband Paul and two-year-old son Lachlan.

“All told, they tried to fetch nearly $ 500 for a $ 240 store, which of course we don’t have,” Ms. Gillett said. Yahoo News.

Since the second amount could not be delayed, their order was canceled, with the family saying they would not be able to access their deposits until Thursday or Friday.

The family, living on a tight budget, since Ms. Gillett recently had a stroke and Mr. Gillett is struggling with serious health problems, now have barely enough food to stretch out until they get paid.

It’s just so frustrating. We plan, we organize, we plan a menu, we do shopping list. We budget so carefully, ”said Mrs. Gillett.

Normally we like Coles, but it’s this pre-authorization c ** p just doesn’t work. I suspect, not just for us, but for a lot of people. ‘

Ms. Gillett spoke to a Coles employee and was offered $ 30 for the accident, and the company later gave her an additional $ 20.

The family used the remaining $ 40 they had, $ 30 of which was for fuel, to drive to the nearest town to pick up the weekend’s essentials.

The mother-of-one isn’t the only one pushed back by the problem.

Several frustrated shoppers have flocked to the grocer’s Facebook page to express their dismay after withholding double amounts in their accounts.

“Payment is complete, but you still held over $ 400 for the same transaction for almost a week. If this is what your online ordering process consists of, basically paying twice for the same order, I will never order from Coles again, ” one woman wrote.

A Coles spokesperson said the money should be released when an order is changed, but some banks don't immediately respond to the request

A Coles spokesperson said the money should be released when an order is changed, but some banks do not immediately respond to the request

A Coles spokesperson said the money should be released when an order is changed, but some banks don’t immediately respond to the request

One mom said her order was canceled because not enough money was available to cover the second $ 190 waiting period.

‘I’m a single mother with four kids, I don’t have the money to pull out of nowhere. That grocery store had nappies and formula, as well as food, which is all essential, ”she reported.

Coles said holdings should be released when an order is changed, but some banks don’t immediately respond to the grocery store’s request.

“If a customer changes or cancels their order before it is picked, Coles Online requests that the pre-authorized payments be automatically released by the customer’s bank,” a Coles spokesperson told Daily Mail Australia.

While most banks have implemented processes to accurately release funds and ensure that outstanding funds are returned within 24 to 48 hours, we are aware that some payment methods take longer.

“We recognize this is a stressful time for clients and we are working closely with financial institutions to improve this experience.”

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