Esso: Pay for fuel, get points

UPDATE: NO HELP from them. Been shuffed off multiple times, it has been almost 2 months, and I still don’t have my £70 back. I have contacted the bank and will have to wait another 5 months to hear back as they have “contacted the merchant”. I am still fuming! It is THEFT, and their team can’t be bothered to help. I was told to “be patient” when I have been incredibly patient with their useless customer service who don’t respond, refuse to help and show no interest in returning the money that was taken from me. ***ORIGINAL REVIEW:After numerous attempts of trying to contact customer services and following up, I am resorting to reaching out via the App Store as I have not received any response! I have been charged £70 more than I should have on the fuel app and would like to be refunded. I have emailed customer service, followed up and received no response. I have since called the customer service number between the hours specified and it says “the office is closed, please call between Monday-Friday 8:00-16:00”, when I have called within the given time. I have also called the petrol station where it happened and it says “the number does not exist”. I then called the general enquiries number and they told me they couldn’t help me and to call the petrol station where it happened, but when it happened, they told me to contact customer services/that I wouldn’t be charged the £70. This is becoming a bit of a wild goose chase. Please can someone get back to me! There is no other way of contacting customer services other than this and I have now ventured all avenues…

Today, it went all the way through Apple Pay, but errored when verifying payment as it said the pump was already in use (it wasn’t) and that I must have started fuelling before using the app (I hadn’t even left the car). Tried again, same thing happened. Went inside and cashier confirmed pump number and said all was ok, but to try the pump in front which had become free. Same thing happened again. Had to fill as usual and pay by card inside, but the app has reserved 3 x £70 on my credit card and Customer Service line closes at 4pm. Last week drove on to forecourt and found app was undergoing maintenance, checked several times the next day and still down (for more than 24 hours) offers within the app expired in the meantime. Only used successfully once in 4 attempts (or 1 in 6 if you count today as 3 goes).

I downloaded the app, set it up as instructed with Apple Pay as the chosen payment method and reserving £80 as the maximum fill up. On my first visit to a garage I opened up the app, selected the pump number then filled up. The instructions say I am then free to drive off but just to be sure, I went into the kiosk and asked if payment had gone through. I was told that it had NOT so I had to pay manually. The next day, my credit card statement showed that I had been charged twice - the £80 reservation + the actual cost of the petrol. My email to customer service requesting a refund has been ignored. Therefore I can only advise to avoid this app at all costs. UPDATE: I have now received a reply from customer service to my email but it is just a copy/paste from one of there standard letters which just repeats the instructions for using the app and ends by hoping that I am enjoying using it! It appears that they did not read what I actually wrote. I’m still left having been charged around £140 for £60 of fuel. Today I received a response from the developer saying my case would be investigated further. UPDATE: Now resolved - many thanks.