Cancelled order last minute. I received an email in the early hours of the morning stating my order had been cancelled due to pre-authorisation error. When I reached out to the live chat I was told this was sent to my bank and rejected. This didn't seem right to me as Amex is usually good with these things and would call if there were any issues. The man eventually told me it was a known issue with Amex, when I asked why if this was a known issue they wouldn't reach out to their customers to let them know so they could change the payment type I was left with very little response. Obviously I was also concerned about using my Amex card (the blame had very much been passed to them.) When I reached out to Amex I was told there was no issue with my card and no pre-auth had even been sent to them, having been an Amex customer for many years and having experienced their fantastic service for so long I trusted this was the truth. After relaying this to Ocado, I was told that in fact it could actually be Ocado's issue and I would need to re-order the items. When I did this my total basket had risen by over £20! Then to have the same delivery slot this was an added £5 (this had originally been free as I'd ordered in such advance.) When I told Ocado this, I was told the £10 off new customer discount could be sent to me but that was all. So not only had they caused massive inconvenience but they then expected me to spend over £15 extra to rectify this! I sent a complaint to customer service and received a response that explained what pre-auth was for over 4 paragraphs! Which frankly was just insulting, I was not listened to in any way. I've asked them to now close my account and I will be going back to Sainsburys, for anyone else having this issue with Ocado I would advise moving to them, they do all their pre-auth when you order so this issue has never occurred for me, they also have much better customer service advisers who actually listen and help to rectify issues should any occur (which isn't often.)