7 Oil Company

To whom it may concern,Thank you for reaching outThis is the first email we have receivedWe apologize for the delayed responseCustomer satisfaction is very important to us, as I'm sure you can tell by our great track record with the Revdex.com over 30+ years.What the customer is referring to is a debit card pre authorizationIt is the policy of Oil to pre authorize the card of any customer who requests a tank fill up when paying with a credit or debit card It is also our policy to explain to the customer how the pre authorization process works For example, for credit cards, a hold is put on the card for an "safe amount" based on the customer's tank sizeFor example, if the customer wants their gallons tank filled and the price per gallon is $we would pre authorize the card for somewhere around $This will put a hold on the card for $550, securing the funds until we make the deliveryOnce the fuel is delivered, we close out the card for the actual purchased amount, which is based upon the delivered amountAt that point the rest falls off and the only transaction the customer should see would be the second and final one This process is the similar for debit cards but the way the bank handles the pre authorization is slightly differentSince the card is a "bank card" the pre authorization does not "drop off" as quickly when the card is closed outIt could take up to days for the initial transaction to "fall off", holding up those fundsUnderstanding that this could be a potential inconvenience to our customers we thoroughly explain this policy and discourage customers from using debit cards when requesting tank fillsWe offer many other payment options including cash, check or even billingUrgency and convenience are usually the factors when a customer’s decides to use a debit card to pay for a fill tank requestIn each case we make sure the customer understands this policy and they give us approval to use that form of payment because it is the most convenient at that timeAfter speaking with my team and reading the notes in the account, it is my understanding that this case was no differentIt was not until after the fact the customer had an issue with the transactionWe reached out to the customer to apologize and explainThey were not happy with and did not accept our reasoning, even though the procedure was explained before the delivery was madeFurthermore I would like to just add that the customer left a positive message about their experience with the company on [redacted] only to follow up with a “bashing” regarding our policy and how it inconveniencedI’m concerned about the motivation of the customer, their actions seem to be a little inconsistent.If you would like more information please reach out and I can provide you with notes from out “comment memo” section of the customers account well as the credit card transaction report showing the timeline of transaction history.I would like to assure the Revdex.com that we will investigate this process furtherIn the past we have explored the possibility of eliminating this policy but after much discussion have decided that it would a bad decision to go against one of our company values to “go above and beyond” for our customersEliminating this policy would force customers with no other payment options, other than debit card, to have to find another way form of payment to fill their tankThe other option would be to over pay for the delivery and refund the cardAn option our customers have been concerned about in the pastWe would hate for one customer's bad experience to hurt the experience of many moreWe hope you understand our rational and support our decisionPlease let us know how we can assist any furtherThank you

To whom it may concern,Thank you for reaching out. This is the first email we have
received. We apologize for the delayed response. Customer satisfaction is very
important to us, as I'm sure you can tell by our great track record with the
Revdex.com over 30+ years.What the customer is...

referring to is a debit card pre
authorization. It is the policy of 7 Oil to pre authorize the card of any
customer who requests a tank fill up when paying with a credit or debit card.
It is also our policy to explain to the customer how the pre authorization
process works.  For example, for credit cards, a hold is put on the card
for an "safe amount" based on the customer's tank size. For example,
if the customer wants their 275 gallons tank filled and the price per gallon is
$2.00 we would pre authorize the card for somewhere around $550. This will put
a hold on the card for $550, securing the funds until we make the delivery. Once
the fuel is delivered, we close out the card for the actual purchased amount,
which is based upon the delivered amount. At that point the rest falls off and
the only transaction the customer should see would be the second and final one.
This process is the similar for debit cards but the way the bank handles the
pre authorization is slightly different. Since the card is a "bank
card" the pre authorization does not "drop off" as quickly when
the card is closed out. It could take up to 5 days for the initial transaction
to "fall off", holding up those funds. Understanding that this could
be a potential inconvenience to our customers we thoroughly explain this policy
and discourage customers from using debit cards when requesting tank fills. We offer
many other payment options including cash, check or even billing. Urgency and
convenience are usually the factors when a customer’s decides to use a debit
card to pay for a fill tank request. In each case we make sure the customer
understands this policy and they give us approval to use that form of payment
because it is the most convenient at that time. After speaking with my team and
reading the notes in the account, it is my understanding that this case was no
different. It was not until after the fact the customer had an issue with the
transaction. We reached out to the customer to apologize and explain. They were
not happy with and did not accept our reasoning, even though the procedure was
explained before the delivery was made. Furthermore I would like to just add that
the customer left a positive message about their experience with the company on
[redacted] only to follow up with a “bashing” regarding our policy and how it
inconvenienced. I’m concerned about the motivation of the customer, their actions seem to
be a little inconsistent.If you would like more information please
reach out and I can provide you with notes from out “comment memo” section of
the customers account well as the credit card transaction report showing the
timeline of transaction history.I would like to assure the Revdex.com that we will
investigate this process further. In the past we have explored the possibility
of eliminating this policy but after much discussion have decided that it would
a bad decision to go against one of our company values to “go above and beyond”
for our customers. Eliminating this policy would force customers with no other
payment options, other than debit card, to have to find another way form of
payment to fill their tank. The other option would be to over pay for the
delivery and refund the card. An option our customers have been concerned about
in the past. We would hate for one customer's bad experience to hurt the
experience of many more. We hope you understand our rational and support our decision. Please let us know how we can assist any
further. Thank you.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]