Business & Tech

Updated: Nob Hill in Los Gatos Overcharges Customers

Technical glitch hits all types of cards—debit, credit, EBT and gift cards.

If you shopped at in Los Gatos or any other Nob Hill Foods store on Sunday, there’s a possibility that you were charged twice for the same transaction.

The Raley’s supermarket chain, which operates Raley’s, Nob Hill, Bel Air, Aisle 1, and Food Source stores, notified customers on its website and on its email list of the problem Monday evening.

The company blames a technical problem for the double charges, which affected debit cards, credit cards, gift cards and EBT cards.

Dino Bozzo, manager of the Los Gatos Nob Hill Foods supermarket, 15710 Los Gatos Blvd., said the problem was attributed to a bank line and the store did overcharge customers.

He said all customers who shopped at the store on Sunday should contact the company's corporate office at 1-800-762-1451.

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"Corporate headquarters is handling everything directly," Bozzo said. "They're taking care of all customers who were affected. If you call the number, they'll pull up your account and the corrections will be made."

Bozzo said the problem was supposed to be corrected as of 11 a.m. today, Tuesday, Nov. 8. He also said he was unaware how many Los Gatos shoppers were affected, but noted Sunday was a busy day.

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"This situation was caused by a technical malfunction and not by a security breach, so no personal or financial information was at risk," said Raley's spokeswoman Ashley Zepernick in a statement Tuesday.

Zepernick said the company is hard at work processing reimbursements for the extra charges.

"We are devoting all of our resources to resolving any duplicate charges as quickly as possible, including extending the hours of operation at our Raley’s Service Center in an effort to best serve our customers, and we have increased the size of our call center team to better respond to our customers," she said.

"All duplicate transactions involving debit cards, credit cards and EBT cards that occurred at all of our stores on Sunday, Nov. 6, have been sent to our card processor to begin the reimbursement process," she explained. "Once completed, the duplicate charges will be immediately removed from all affected customers’ accounts; however, the actual processing time may vary from bank to bank. We are still working to refund customers who used mixed tender for their transactions - for example, first used their credit card, and then paid with cash."

Nob Hill customers should check your bank statement to see if you were hit with the extra charges - though Zepernick warned, because of the technical problem the company's systems experienced, the extra charges may not show up in customers' accounts until Tuesday, so customers should check frequently.

"We deeply apologize for the inconvenience this has caused, and are committed to making this right with our customers," Zepernick said.

Check your bank statement to see if you were hit. If so, notify the company to have the charge removed.

While you’re on Raley’s website, you may want to consider signing up for email notifications.

—Patch freelance writer Bea Karnes contributed to this report


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