La Paz Shell

This is follow up to the conversation we had 9/6/2017 regarding case id [redacted]  regarding $75 hold on [redacted] Visa card.   When a card is swiped at the pump, there is a preauthorization is made for $75 and all gas stations have that.  Since the pump does not know how much gas...

will be pumped, $75 is upper limit of authorization is done.  The customer pumps their gas and the next day merchant services (our credit card processing company that is from Shell) collects only the money for the amount of gas that was pumped.  In this customers case, $10 were pumped and the rest should have been on her card. It is the bank the card is issued from can take the hold off the remaining money.  The station has nothing to do with the amount of days the hold remains.   There are some gift cards and debit cards that have specially written instructions not to use it at the pump to avoid the problem.    I called [redacted] on 9/6/17 but she has not returned my call as of Friday 9/8 10:35.   This whole situation was explained to [redacted] and she needed to call the bank that issued the card to get her money back.   I have been working with [redacted] where my merchant services indicated they did not charge her card money.  She was advised to keep checking her card transactions and if she does not get her money back by the 7th day, I will call her bank myself to resolve the situation.  [redacted] has not called back or answered my phone calls.   Let her know that I will still help her get her money from her bank but I can not give her $75 since the station did not get the money from her card.   If she can show me her statement that the money went to the station and it is not pending transaction,  I will honor her $75 and will work with my merchant services to figure out the solution for the future.   Sincerely, [redacted]