ComplaintsforRed Hed Oil Co.

• Initial Complaint

  11/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  on 11 / 15 /22 I purchased gas at the berea redi mart on glades road at 5:30 am roughly in the amount of $25.00 before going to work. as I was driving my notifications popped up showing my purchase and then another popped up showing that redi mart had taken another $100 over my $25 purchase for some reason. it caused my debit card being shut down , it made my payment arrangements I had with creditors to not be able to go through and process also. that $100 should have not been taken and as I type this a day and a half later my money which I consider having been stolen has still not been put back. now I have to try and work to keep my creditors from taking me to court for my agreement being broken. I dony care what the reasoning is for taking the $100 over my $25 purchase. this isn't right and to some people $100 is a big deal and can affect us unlike a bigger company. this isn't right and should have never been allowed.

  Business response

  11/28/2022

  The location against which the complaint was lodged is:

  REDI MART ** *** ****** ***

  ****** ** *****

   

  Thank you for bringing this complaint to our attention.  We also received an email from Mr. ***** ****** about this issue on 11/16/22 at 7:18PM.  We responded directly to Mr. ***** ****** on 11/17/22 at 10:44AM.  Mr. ****** was not satisfied with our response at that time and continued to place blame on us, the retailer, for his bank’s pre-authorization hold of $100 on his debit card account. 

   

  On 11/15/2022 at 5:30AM, Mr. ****** chose to use his debit card outside at the fuel pump #4, the payment network requested a pre-authorization in the amount of $100.00, a predetermined amount, as there is no way for a customer to indicate from outside the amount of fuel desired.  The fuel pump is then authorized (turned on) for the full $100.00 or whatever available credit below that amount that is available on the customer’s account (overdraft protection on an account can allow a pre-authorization in excess of the available account balance).  Upon completing the fuel purchase, a payment network completion was finalized for the actual purchase amount of $25.00.  For a period of time, controlled by the card issuing bank, the customers account balance will be reduced by both the pre-authorization and the completed transaction amounts, before the pre-authorization is released.  We, the retail merchant, have no further need for the pre-authorization, as it was only used to confirm that the card was good for an outside purchase.

   

  If a customer wishes to avoid a pre-authorization on their account, they can prepay for the purchase inside the store.  Only the actual purchase amount will be charged to their account on an inside purchase.

   

  An Explanation of Bank Holds

  Holds on debit/credit and prepaid/gift card accounts are placed by the issuing financial institution for the card, not by the Marathon Network or individual Retail Outlet. The hold originates during the authorization portion of the sale and checks to see if there are funds available on the card being used. Customers with questions regarding a hold should be advised that the hold generally drops from their account once the transaction is complete but may take seven days on bank credit cards and up to 30 days on prepaid/gift cards. If a customer has additional questions regarding a hold, please advise him/her to contact the issuing financial institution for the card used.

   

  Unfortunately, *** ******* when presented with this information stated, “well the bank says the holdup is on your end and now almost 3 days later money that was taken without my authorization is still not in my account. so one or the other of you two is not telling the truth for whatever reason.”  We understand the financial hardship that this has placed upon Mr. ******, and the inner workings of payment (credit/debit/prepaid) cards and the issuing banks is not well understood by consumers.

   

  Red Hed Oil Co. / REDI MART ** will not be issuing a refund.  The $100.00 in question was entirely in control of Mr. ******** card issuing bank; and would be automatically returned to him based upon the bank’s internal practices.

   

  I have copied Mr. ****** on this response.  I do hope that Mr. ******** circumstances improve.  Should you need any further information, do not hesitate to reach out.

   

  **** ******  ********* 

  Red Hed Oil Co. 

  Email: ****************** 

  Work: ************ *** ***  **** ************ 

   

  Customer response

  11/28/2022

  **
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

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