ComplaintsforSunoco LP

• Initial Complaint

  09/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Online at Sunoco (*************************************************************************************************************************) displayed is my $800 credit limit with $100 cash available at ATMs. Ive tried three times and only received a message saying "invalid PIN Transaction not approved." I called ************ and was told each time that the new PIN # was successfully changed and was available for immediate use. I drove each time to the nearest Sunoco station and used the atm. I still get the invalid PIN # message. I called ************ and they were of no help. Thus us awful customer serivice and makes no sense. ******************** gas station address ******************************************. Terminal RT92276 each time. 8/31/2024 Error code D0104.

  Business response

  09/04/2024

  Hello ********************,
  
  My apologies for the difficulties you are having with the PIN on your CitiBank ******************** Credit Card.   Based on the nature of your issue, this is something that is handled specifically by Citibank, which is the financial institution that handles the branded credit cards.  In order to get assistance with this issue, the phone number is ************.  However, it sounds like you may have attempted to use the automated system for this without success -  I reached out directly to the management team at **** to communicate to them your concerns and asked that they have someone from their team reach out to you to assist, so you should be hearing from someone in next two business days.  If you have not heard from someone at **** regarding this issue before the weekend, please reach back out to me and I will escalate the issue with them further. 

  Again, my apologies for the inconvenience you've experienced with the Citi / Sun branded credit card and i expect someone will be reaching out to get this matter addressed for you. 

  Thanks, 

  ********** 

  Sunoco Customer Support 

  Customer response

  09/04/2024

  I have reviewed the business response and accept this resolution.  Per the 800# automated service Ive changed the PIN# successfully and the system said the card was ready for immediate use. I drive to a cirrus ATM and every time the transaction is declined "by your financial institution."  

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have tried twice now to use the sunoco app to make purchases at two diffierent sunoco gas stations and both times I was unable to use the app to get my cents off per gallon. I purchased 20 gallons of gas each time. The first visit was on Route 54 sunoco gas station I was supposed to get 13 cents off of 20 gallons and the cashier did not know how to work the app so I didn't get my money off. I contacted sunoco and nothing was done. This morning on Washington Blvd in ************ PA I tried again and was supposed to get 3 cents off per gllon of 20 gallons and again it wasn't taken off my purchase and the cashier did not know how to use the app. I am asking for a refund for these two tips for a total of $3.20 or a gift card in this amount, as if an app with cents off is offered, customers should be able to use it and get their money off of their gas as advertised. I would like a refund or gift card in the amount of $3.20. I have the receipts to prove my purchases as well if needed for resolution.

  Business response

  07/24/2024

  Thank you for forwarding the consumer's concern to us.  We reached out to the consumer this morning approx 950a CST via phone and left a voicemail for her, apologizing for the difficulty she encountered with the store employee not being able to process her cents-off per gallon.  This should not be an issue going forward or when using the "Pay At Pump" feature.  We also indicated that we would be compensating her for the missing discount by sending her a gift card to the email address provided in her complaint, with instructions on how to load that into her mobile wallet on the app itself.   Should the consumer have any additional questions, she can reach out directly at *********************************************** or call ************.   Thanks,

  Customer response

  07/24/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Please see two (2) attachments which are as follows: * a letter to the BBB regarding this incident in the context of two mega-corporations presiding over the commercial space. The letter questions the consumer benefits to having one gas station with both Sunoco and 7-Eleven at the same spot. The gas prices are not more competitive by having this arrangement. Also, staff training seems minimal as my letter will suggest. * receipt for my purchase of gasoline.

  Business response

  07/25/2024

  ****************** was contacted by management staff several weeks ago to discuss his concerns and interaction with the employee of the location he visited.  He was subsequently provided with compensation for his experience in the form of gift cards.  

  Customer response

  07/25/2024

  I have reviewed the business response and accept this resolution because having communicated mostly via email with Sunoco staff, it would appear that Sunoco staff is concerned.

  The Sunoco gas card to indemnify me is on the way from Sunoco headquarters.

  Sunoco supplies gas to the 7-********** station in question (and does not manage the gas station in any disclosed way). Therefore Sunoco is only indirectly involved but Sunoco has shown some leadership. A measure of regret about 7-Eleven's denial of the bathroom to me, a paying 7-********** customer, and ********'s undiplomatic on-site staff disposition has been registered by Sunoco's headquarters. 

  While I accept Sunoco's handling of the situation, the Sunoco response  was less than what I asked. For example, Sunoco leadership did not contact me with a plan to ensure training of 7-********** station staff coast to coast to deal with the public in a respectful way. While contractual obligations only require Sunoco to supply high-quality gas, it is regretful that such training is not already underway -- and publicly announced. What kind of nation do we want to live in is my rhetorical question for leadership? 

  Sunoco has some leverage as a major player in the national gas supply logistics. Sunoco can require gas stations to show appreciation to the customers. Oil may be dirty but the transactions can go smoothly every time. Thank you to Sunoco for the gas card. The card will go to a charity purpose. 

• Initial Complaint

  01/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I purchased gasoline on September 3, 2023 and never received a receipt for the gas from the attendant. I have reached out to Sunoco on numerous occasions requesting a copy of this receipt over the past several months and have received no reply. I supplied the corporate office with the Sunoco location that I purchased the gas from:Sunoco, ******************************************************************** I need a copy of this receipt as documentation for the estate of my deceased father.

• Initial Complaint

  09/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I did a balance transfer with a Barclays credit card to payoff an **************** credit card debt. The transfer was paid to Sunoco by mistake and Ive called multiple times asking for help. I was told twice that the transaction would be investigated and I would receive a phone call. I called a third time and was told that they dont have an investigation department or a department that handles payments that were made by mistake.

• Initial Complaint

  03/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 3/13/23, I received an package from SunocoLP stating I was a partner, as well as my daughter. Neither one of us are partners of SunocoLP and I believe this is a result of an identity theft.

  Business response

  03/16/2023

  Fidelity provided us information that shows that ******** ****** of ********* *******, GA bought 1 unit of Sunoco on March 11th and sold that one unit on April 5th. We received this information from Fidelity and would recommend reaching out to them or her broker to find out more information if she did not approve of this purchase/sale. We assume the package she received as stated is a K-1 form, which is not proof of ownership, but rather a brokerage statement would be.

  Customer response

  03/17/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  In company response, you stated '******** ******' purchased this unit. I am not ******** ******. This is not my name. You have the wrong person. I did not purchase this unit.

  Business response

  03/20/2023

  Apologies. That was a mistype error on the last name.
  
  Fidelity sent us information that ******** ******** (not ******) of ********** ******, GA purchased 1 unit on March 11th and sold that one unit on April 5th. We received this information from Fidelity and recommend reaching out to Fidelity or your broker to find out more information if you did not approve of this purchase/sale.

• Initial Complaint

  02/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Date of purchase: 2/4/23 (yesterday)Amount of money paid: $14.56Nature of dispute: selling expired products (more than a year old) I never was offered a receipt I think my refund should be bigger

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩