Super U service station

Beware large prepayment amount

 
 
 
 
 
 
ColinM
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Super U service station

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Posted: 05.10.2023  ·  #1
In June this year, I tried to buy fuel at a Super U fuel station at Andard in the Loire valley near Angers, I inserted my Starling card ( which I have used many times in France) and entered my pin number, the system checked with my card issuer and then declined the transaction, I requested a receipt even though the transaction was for zero euros. I didn't know why the transaction was declined so I tried again with the same card ( I had 358.67 euros credit and about 1000 sterling on the card) , the same thing happened I got another receipt for zero euros. I tried my Mastercard credit card, it was also declined, I then tried my Ulster Bank debit card, it was also declined. I thought the system must be faulty and left the service station. Later that day when I checked my Starling account, I discovered that Super U had requested a prepayment of 500 euros from my account. As my account only contained 358.67 euros it took the full 358.67 euros from my account leaving me with no funds in that account, I would have expected that if the transaction amount was zero, then that's what I would have been charged. I contacted Starling and they told me that when the transaction changes from pending, they will contact Super U. The transaction didn't change from pending, I contacted Starling a few times, and I think, because of the odd amount, they didn't believe I didn't get any fuel. I was able to forward copies of the zero receipts to them and eventually after a couple of weeks, they refunded my account. Now, when I use these unattended fuel stations, I always get a receipt and keep them until I see that the correct amount has been deducted from my account. I still can't figure out why they requested 500 euros, most other stations I have used, request about 100 euros and limit the max fuel you can take to that amount. I sent emails to customer services at Super U, but I still haven't received a response from them. My fuel tank only holds 100 litres which would be a maximum transaction of less than 200 euros. I have no problems with that card at any other service operators. Beware.


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Super U service station

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Posted: 05.10.2023  ·  #2
By any chance were you at a dedicated truck pump, ? mostly they are on their own, but sometimes on the other side of the fourcourt main pump setup, but they will have a larger outlet nozzle, and deliver at a greater rate.
Not in France but in Spain, I was advised to be carefull of them, because, of the restricted, and convoluted pipework on cars and vans, the flow rate can quickly back up, and puke diesel all over you, but more importantly, the max amount of fuel for trucks would be 2/3 times that of ordinary diesel vehicle, and the prepayment on your card could reflect that. Is this a possibility, in France also. 🤔
Truckers wouldn't put up with whole rigmarole of having to reset the pump, in order to fill 1000ltr tank.


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Re: Super U service station

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Posted: 05.10.2023  ·  #3
No, I don't think it was. There were only cars and only one small white van in before me. It just looked like a normal self service 24 hour Super U fuel services, if I remember correctly, it was very tight squeeze getting in and out I don't think trucks would have been able to use it.

I was shocked that even though there was no diesel pumped, there was a fault in their system that charged my account with a different amount than was delivered, or there was no provision to refund the prepayment automatically if the transaction wasn't completed. I emailed this to their customer services but they didn't think it was important to respond. The transaction remained pending until Starling decided to refund me ( without waiting for authorisation from Super U). After that I only used other supermarkets and had no problems.

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Re: Super U service station

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Posted: 05.10.2023  ·  #4
I have used Starling for fuel (and general purchases) in France and Spain since it first offered euro accounts. I always use the big chains for fuel, leclerc, intermarche, super u and Carrefour.
Not had my card declined, but I tend to keep the card at about €1000, transferring when rates are favourable.
Usually after being given approval the pump will indicate the max limit which is often €120. I tend to fill when the tank is at 50% level. My phone will ping for €120, but usually changes to the correct amount by the time I have returned to the drivers seat.
This September I did experience the €500 ringfence and it did take several hours before it changed to the correct amount. I did wonder about it. I also carry a Chase debit card and a Halifax credit card, but not had to use them.
The only time my Starling card was refused was at a toll point in Portugal several years ago, credit card was accepted.
I wonder was the pump in your case not able to connect to the internet to allow normal use.
I always request a receipt and hold on to it until I get a chance to check it against the app. It also normally states litres pumped which I use to monitor consumption.
A bit ocd but I also request receipts at Aires and photograph the slip with the exit code or qr code in case of issues exiting.
Always get supermarket receipts to check cost reductions on some of the items purchased as we have ‘carte fidelite’ for all the supermarkets and the receipt allows me to monitor the cash credit accumulated, think Tesco clubcard, and Asda and Sainsbury’s cash-back. We even have a loyalty card for jardiland!!

Davy


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Re: Super U service station

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Posted: 06.10.2023  ·  #5
Hi Davy, they definitely had an Internet connection, otherwise they wouldn't have been able to take funds from my account. I have worked in IT all my working life, many years spent as a software developer, in my view their software has faults, one so fundamental to buying goods online, that I am now very sceptical that proper software testing has been carried out before going live! So I will always take a receipt if possible, unfortunately I have had instances where the pumps have no paper or don't issue a receipt. 😒

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Re: Super U service station

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Posted: 06.10.2023  ·  #6
Quote by ColinM

Hi Davy, they definitely had an Internet connection, otherwise they wouldn't have been able to take funds from my account. I have worked in IT all my working life, many years spent as a software developer, in my view their software has faults, one so fundamental to buying goods online, that I am now very sceptical that proper software testing has been carried out before going live! So I will always take a receipt if possible, unfortunately I have had instances where the pumps have no paper or don't issue a receipt. 😒


Software development and upgrade testing are certainly very patchy in today's world, as is an understanding of the business model, by those who are writing the code.
I'm currently in dispute with eBay which charged me 'import charges' of 25% on the purchase price plus delivery cost, from a vendor in NI. The dogs in the street know that under the NI Protocol, no such 'import charge' is applicable on cross-border transactions. Nearly a month of toing and froing with eBay has still not resolved the issue.

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Re: Super U service station

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Posted: 06.10.2023  ·  #7
Quote by baguette

Nearly a month of toing and froing with eBay has still not resolved the issue.


Customer service is shite beyond comprehension since COVID. Especially with digital companies ALL companies and GVT bodies, they just don't seem to care about customers anymore.


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Re: Super U service station

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Posted: 06.10.2023  ·  #8
Have to say I have been dealing more recently with Amazon and cannot say anything bad about them.


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Re: Super U service station

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Posted: 06.10.2023  ·  #9
Quote by ntg

Have to say I have been dealing more recently with Amazon and cannot say anything bad about them.


Apart from decimating every high street in the world?

😁

Was going to happen anyhow, the high street is dead.

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Re: Super U service station

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Posted: 16.10.2023  ·  #10
<BM>
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Re: Super U service station

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Posted: 16.10.2023  ·  #11
Quote by Ally

Quote by ntg

Have to say I have been dealing more recently with Amazon and cannot say anything bad about them.


Apart from decimating every high street in the world?

😁

Was going to happen anyhow, the high street is dead.


Apparently the high street is bouncing back for fashion, a lot of the online fast fashion brands are in trouble


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Re: Super U service station

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Posted: 17.10.2023  ·  #12
That doesn't make a high street, but I suppose if it's mixed in with bars, restaurants, overpriced coffee, upstairs accommodation for people to live, entertainment, places to congregate and other things that are difficult for online shopping, it might work.

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