DJ Marathon Gas

Initial Business Response /* (1000, 10, 2017/11/30) */
My name is Cathy *** I am the cashier in this complaintMy employer at this station asked me to reply to thisMs *** did use her card at a pump and only got $in gasWe had very old pumps at that time and sometimes this would
happen, but as I explained to her, when I viewed the pump it stated "Velocity Exceeded"Each time she used her card rather it was inside or at a pump, it said the same thingI informed her I didn't know what that meant, that I had never seen it beforeEven when we set her pump inside for the $it did and said the same thingShe came back inside and rudely stepped in front of the line demanding her moneyAs per Company Policy and Procedure, I printed out a new receipt stating the amount she was charged and explained that the rest goes back on her card and apologized for any inconvenienceShe demanded that I write my name and a statement on the back of her receipt stating that we owe her that moneyI informed her that I can't do that because we don't owe the moneyAgain I informed her that the money goes back on her cardShe then asked for my bosses phone numberI gave her the store number and informed her she could call the owner the following day after 3PMThat is when her "Witness" walked inMs *** called the number while still standing in front of meAt this time I had a line of or people formingAs per our policy, I didn't answer the phone and informed her I wasn't answering it and that I needed to wait on my customersShe then demanded the corporate numberI informed her I have no other number's to give her that we are an individually owned store and that there was nothing else I could do for herThe "witness" informed her she could google the corporate numberShe still was not satisfied and was talking over me and my customersI asked her to please allow me to wait on my customersShe stated that she was my customer and she was not done with meI informed her if she did not stop disrupting our business and stop trying to bring other customers into this, I was going to have to call the police and have her removedShe told me to do so because she wanted a case numberI called the police and she demanded my nameAt that time, I refused because now it was a police matterAfter I called the police, she went out to her car and I thought she left, like most people do once the police are calledI could not see her pump due to a larger vehicle parked at a pump in front of the doorsI then went outside to get fresh air to calm my nervesI saw her walking back to the store and I turned to go inside and she started yelling at meI told her to stop talking to me and went back inside
My employer viewed the video and found I did nothing wrong and when she called him, he told her so and apologized to her for any inconvenience and explained her money goes back on the cardShe refused his apology and told him he is ripping people off
As for Ms***'s Desired Resolution, as stated above, we owe her no money because it went back on her cardThe old pumps have since then been replacedMy employer has no desire in firing me for following Company Policy and ProcedureAlso another customer came in just a few days ago and their card failed and it said "Velocity Exceeded"She apologized to me and said that card was maxed and the payment must not have gotten there yet
I apologize to you for any inconvenience this has caused you and we do try our best to please every customer that walks through our doors
Thank You For Your Time,
Cathy ***
D J Marathon Employee
Initial Consumer Rebuttal /* (3000, 12, 2017/12/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The cashier is not telling the truthI have worked in management many years and know that cash could not have been given for a credit or debt purchaseShe never apologized and acted as if she didn't know why the pump didn't workShe followed me outside when the witness stated she would be a witnessShe came outside and began yelling at me and the witnessShe refused to go back in the store say I g o was not her boss and couldn't make herWhat a liar! This was totally unprofessionalPlease talk to the witness for an accurate account of this event