Blackpool convenience store took cash from customer's account two weeks after food shop

When Phillip Heslop, 40, checked his bank account on August 7 to make sure he had enough money to buy a treat for his granddaughters, he found that his balance had gone down by £68.

He checked his banking app, which showed he had two transactions for the One Stop convenience shop on Caunce Street.

He said: "It showed two unknown transactions to One Stop totalling up to the amount I was short. I had not spent anywhere near this amount of money at the shop as that week we were very short on cash and ESA doesn't stretch very far.

"I was shocked and upset about this as every penny I have is spoken for, what with health care appointments, a large family and even a birthday coming up, and it didn't make any sense either. I simply couldn't understand why this happened."

Phillip, a disabled dad-of-four, got in touch with One Stop and was informed that the money taken dated back to July 21, when he had visited the shop and tried to pay by card.

However, a technical error by the shop meant that the payment had not been taken at that time.

A One Stop spokesman said: “We are very sorry that a technical issue last month meant some of our customers who paid by card experienced a delay on their payments being debited from their accounts.

“We never store card or bank details and did not do so in this instance. Customers were not charged more than once for their purchase and we apologise for any inconvenience caused.”

Between July 21 and July 24, One Stop experienced a tech issue across our stores which meant customers paying by card didn't have their accounts immediately debited. These payments were eventually debited on August 5.

Phillip took the issue up with his bank, Barclays, and the money was eventually returned.

"Barclays were brilliant with me, they already know I'm a vulnerable person and treat me in a kind and friendly manner, taking time to explain the situation and advise me how to go forward," he said.

"But One Stop were absolutely awful, I received just two emails from them - one saying sorry for the confusion but it's for an old transaction which failed to go through, so we took it now.

"Although I feel bad for their mistake and understand they lost out on money, I had not ever agreed to allow them access to my account at a later date... and as I had money at the time and tried to pay, I had shown legal intent. The payment going wrong was not of any fault of mine.

"We also didn't even know of a transaction not being paid for as my money is often different amounts and went up and down a lot during the Covid-19 pandemic

"Although the bank in fact gave me back my money I still feel upset and angry with One Stop for helping themselves to money without warning and certainly without permission."