Shell garage took money twice but won't refund!

angel_islington

This is just outrageous but as I have no conclusion I am posting in the hope of deciding what to do next. I'll try and keep it short!

On Thursday I went to the local Shell garage to fill up. The PDQ machine was very slow and after putting in my PIN the machine showed 'Transaction Error' so the attendant took my card out, put it back in and asked me to re-enter my number. He tutted that the machine was 'about to die'. This time it went through. I paid by Debit Card (I don't have a Credit Card).

Yesterday evening I realised the money had come out of my account twice so first thing this morning I went down to my bank. They told me that only the garage could refund the money and I should contact them. I thought they were able to reverse an unauthorised transaction? The lady at the bank actually phoned the garage for me and was initially told that it wasn't the garages problem (!). Eventually I ended up talking to 'the manager' who faffed about and basically fobbed me off by telling me I had to go down and show him evidence. What happens if I lived 300 miles away?!

So I went down there after work and surprise the manager isn't there! The attendant was extremely aggressive towards me and told me that I should phone the police if I had a problem, so I did! Initially I was told that they would send someone down (I know there are more important things for the police to be doing!) but after saying I would get a call back shortly and nothing came for over an hour and a half I called back (now at home) and was told that it was a civil matter and I had to contact either CAB or a solicitors. Surely it's theft?! I have proof from the bank that they have taken the money twice and it has actually been authorised twice. I could call the Shell head office on Monday but I fear they will tell me to go back to the garage but that would just be a complete waste of time.

What should I do next?!

Hintza

Speak to Shell and tell them you expect them to sort it out. Not really their problem but with luck someone might take ownership of the problem.

Name and shame om here so we know whee the station is.

angel_islington

It's the Shell garage in Faversham, Kent. It's a fair way from you! Nobody seems to want to say it's their problem. The bank blame Shell and the police say it's a civil matter and Shell don't want to know! I'm not sure if Shell are mainly franchised garages, if they are it will be more difficult.

wealdroam

Get onto your bank again.

Tell them that the second transaction is unauthorised and you would like the bank to do a chargeback.

There is a bit about debit card chargebacks in this MSE guide.

angel_islington

Thank you, that information was very useful. I had a feeling that I could claim the money back but I wasn't sure of the details. Under the Visa Chargeback scheme I can contact my bank who are responsible for contacting the merchants bank. I downloaded the template letter and will send that off asap. I will probably ring Shell HO on Monday first just to see.

Shame the staff in Natwest did not know of this!

angel_islington

arenaman wrote: »

Good luck but it is a civil matter, nothing to do with the Police.

It's a weird thing the way the law works. The police officer on the phone, although very understanding and polite, basically said I would need to prove that I did not buy two lots of petrol which would be hard to do and a bank statement with two transactions would not be proof. The garages word against mine.

markybaby

The garage may not have your money, the debit card company may have reserved it because they detected the incomplete transaction. These are usually released after 7 days if the company (the garage in this case) do not claim the money (which they can't if it was an incomplete transaction). It is an oddity of the card system that is there for the card company's convenience and no one else.

angel_islington

markybaby wrote: »

The garage may not have your money, the debit card company may have reserved it because they detected the incomplete transaction. These are usually released after 7 days if the company (the garage in this case) do not claim the money (which they can't if it was an incomplete transaction). It is an oddity of the card system that is there for the card company's convenience and no one else.

That's an interesting point although the advisor in Natwest confirmed that both payments had been authorised. I was surprised there was no system in place to flag up an oddity like this and decline the second amount.

sinizterguy

angel_islington wrote: »

It's a weird thing the way the law works. The police officer on the phone, although very understanding and polite, basically said I would need to prove that I did not buy two lots of petrol which would be hard to do and a bank statement with two transactions would not be proof. The garages word against mine.

Ask for CCTV evidence - it should show that you only got petrol once.

angel_islington

sinizterguy wrote: »

Ask for CCTV evidence - it should show that you only got petrol once.

I reckon I've got more chance of winning the lottery tonight and I haven't even bought a ticket!

katie89

A similar thing happened to my OH at the co-op recently. He went back to the store but was told he had to go via head-office, and after about two weeks of emails they re-credited him the money. He had to send emails showing his bank statement before they would do it, though.