Quality Mart #27

Good morning,
I received a letter stating that a customer had a bad experience at Shell in ***. I am the manager that is mentioned in the letter, I have no recollection of this occurring or any customer being upset over a refund after the situation has been explained to them. I do not even know of a ***. Even on a bad day I would never be sarcastic nor disrespectful to any customer. In regards to not receiving a refund due to being over charged. We have situations like this on a daily basis. So when a customer uses their debit/credit card at the pump, a hold may be placed on additional funds until their transaction has cleared, the hold is done by the bank institution. We explain to them that it is a hold, it may take anywhere from 24 to 72 hours for the hold to clear, it just depends on the bank that they use. I have been here for 9 years and I have never seen a situation where the hold did not clear, but we do always let the customer know that if it does not to please bring us a statement and we would be more than happy to fix the issue. We run into this issue on a daily basis, in which not only myself but also my team respond professionally and in a nice manner, and most customers are very understanding. I am sorry this customer said that she had a bad experience, however if the hold did not come off she is more than welcome to bring us a statement so it can be corrected.
Sincerely,
***- Manager
Shell gas station