Laura Foulger

Iceland is urgently overhauling its online payments system after customers had multiple sums ring-fenced on their account for the same order, MoneySavingExpert.com can reveal. In some cases, shoppers have been unexpectedly pushed into their overdraft as a result – but the supermarket says it WON'T refund any overdraft charges incurred. We've seen scores of reports from Iceland customers about this issue in recent weeks. In most cases, shoppers say they've been hit with additional charges which show up as 'pending' on their account after an online grocery order has been amended – either by the customer, or by Iceland itself to account for out-of-stock items. While sums ring-fenced in this way are usually returned automatically by banks, this can take several days – and  in some cases shoppers say they haven't had the money back for weeks or have had to chase a refund. What's more, while an amount is ring-fenced it cannot be spent or used to cover other debits from an account, which means some have then been pushed into their overdraft when other payments have come out of their account.  One Iceland customer said he'd been charged £20 by his bank after being pushed into his overdraft, while another told us they had three additional payments reserved as pending after amending their order three times. Iceland insists no one has actually had extra money taken out of their account as a result of this problem, but it admits the situation is "not acceptable", and says it's working to "completely overhaul" its payment system to resolve the issue. But it says it won't refund any overdraft charges run up by affected customers.  For full help on grocery MoneySaving, see our 30 Supermarket Shopping Tips.

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