ComplaintsforCrosby's
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Complaint Details
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Initial Complaint
11/24/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Was charged at the pump for gas that I didn't getBusiness response
12/29/2021
I belatedly received a copy of a complaint from ******* ***** who according to the letter had an issue at the Crosby's on Wehrle Drive in Amherst, New York. **** ********* Corp. is the Motor Fuels Distributor for the Crosby's stores.- **** ********* has been standing behind its products and customers since 1922 and makes every effort to achieve our customers' complete satisfaction.
I contacted the customer to find out what happened so that we could make it right and improve our services. Ms. ***** told me that the incident occurred at our Randolph store, not the Wehrle Drive store as indicated in the letter. Is this a glitch in the reporting system? Can you review the reporting structure?
Ms. ***** indicated that she used her debit card at the dispenser, but received no fuel, and her account was charged $15.41. It sounded as if a hold was put on her account (this occurs when debit cards are used at fuel dispensers.) The sale may have been declined because of the balance in her account, which may explain why she did not receive any fuel. She did not say it was declined. Normally a hold goes off an account within 24 - 72 hours but can take longer. She provided her bank information, the last digits of the card, but she did not have the exact date of the transaction.
Our accounting team reviewed the "journal tape" for the store starting November 24 and going back 10 days. We found no record of a transaction. I e-mailed the customer to verify the information she gave me and to ask for a copy of her bank statement, but I have not heard back from her yet. I think this is probably a simple bank hold put on her account by the credit card processor. Crosby's does not have her money.
Ifwe do not hear anything more from the customer, ******* *****, we will consider the incident closed.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.