A single mum-of-four was left in tears after being told she had failed to pay for her Christmas shopping at an Asda supermarket.

Shantell Jones, 38, says she used her card to pay the £474.90 bill at her local store in Hull, but that the checkout worker said it had been declined.

But she claims that the payment showed up on her online banking app, and that she showed the till worker to prove the payment had gone through.

Yet when the manager of the store in Hessle Road arrived, Shantell claims they refused to accept she had paid and would not let her leave with the shopping.

Shantell told Hull Live: “I felt so embarrassed, I felt the whole world was looking at me and I had to show some woman my online bank statement.

“If I was going to be a shoplifter I’d go to Harvey Nichols or somewhere like that, not Asda.”

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Shantell explained that on Wednesday morning she visited the supermarket in west Hull to do her shopping ahead of the festive period.

She explained she is not used to doing the shopping as it is usually done by her daughter, who acts as Shantell’s carer due to her anxiety and physical disability.

“I was four hours getting everything. I don’t like to go at busy times because of my anxiety," she said.

“I got Christmas presents and food and things like selections boxes."

Having loaded her trolley Shantell went to the checkout to pay for her haul.

She entered her PIN as normal but was asked to re-enter her card and try again by the shop assistant.

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Shantell said: “I put my card in and paid and the lady asked me to take my card out and wipe it and enter it again.”

The card was then declined and Shantell was told she was not allowed to take her shopping away.

Confused, the mum went on her online banking app to figure out what the problem was.

“I got up my phone and showed them my bank statement that said it had taken the money and it was pending to leave my account.

“I was full of panic. I didn’t have enough money in my account to take it out twice."

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Shantell said the manager then came over but refused to accept she had paid and would not allow her to leave with the shopping.

She said: “The cashier said to the manger my statement showed that the money did go out but they were having none of it.

“I was actually raging – I was in tears.”

After visiting the city centre branch of her bank, who confirmed the money had left her account, Shantell went back to the store but failed to resolve the situation and was unable to secure her money back or retrieve her shopping.

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Now, the mother of four, who relies on Universal Credit said she has been left without means of providing for herself or her children.

“I have nothing. I’m going to have to go to social services to get a food parcel,” she said.

An Asda spokesperson has said: “We want all of our customers to have a positive shopping experience with Asda and are sorry that unfortunately on this occasion an error occurred which meant there was an issue with this individual card transaction.

"We would encourage Ms Jones to get back in touch with us through customer services so we can resolve this matter as quickly as possible.”

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