United Refining Company

After review of this information and speaking to the department handling Ms***’s request it is apparent that Ms*** did not allow United time to do their work and assist her in this claimLuckily United's phone system has caller ID as she did not feel it important enough to leave a
message, we were able to obtain her number and contact herWithout wasting any more time it should be understood she was not being ignored but rather her request was being processed for refund and the people she was calling were diligently working on this. Often time’s people are willing to jump to conclusions and not understand United is a large company with over gasoline stations/convenience stores and are constantly answering customer questions. This request has been processed and a refund has been issued to Ms***. A copy of that transaction is attached. Should you have questions do not hesitate to contact me

Good afternoon, below is the response to the complaint received in your office.  I was not familiar with the circumstances and forwarded this information to United's Credit Department, as you will see the information was provided by Mr. Sprentz and clearly shows the efforts take with this...

customer.  Should you require additional information we will be happy to provide.UPA Charge Card Customer:
[redacted]
[redacted]
1) Account Holder was notified of the Terms and Conditions of the Charge Card Agreement which includes payment is due, in full, by the Statement Due Date.
2) Account Holder’s signed application specifically requested emailed statements. At the time the Account Holder made a request to change account and inquired as to receiving paper statements, company policy was, for security purposes, to have a signed request for the change. The Account Holder was advised an option would be to resubmit a signed application and check the paper statement box. Customer was also advised the customer could pick up a blank application at one of our retail locations.
3) Customers have the option to pay by three methods; online, IVR or by mailing a check. Only a balance summary, not detailed itemized transactions, is provided on the online and IVR systems. The Customer received itemized detailed statements via email and future itemized paper statements would have been mailed if account remained active.
4) Company confirmed the Account was sixty days past due and reported accurately to the credit bureaus. The Account Holder received numerous correspondences from Company indicating the past due balances and encouraged to pay the balances according to the Terms and Conditions of the Agreement
Joseph M. S[redacted] United Refining Co.
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[redacted]Legal AdministratorUnited Refining Company[redacted]  [redacted]
[redacted]

The date this complaint was received originally August 5, 2015 Mr. [redacted] called [redacted] and was told his check was being overnighted that day for next day delivery.Mr. [redacted] needs to understand it is not the office staff that credits his payment when it is done on the...

internet.  We have no control over how the payments are made.  If his check had been mailed into the office of course we would have seen the error.  Online there is no way to cancel once a payment has been sent.  United was required to wait to make sure the check cleared the bank and then as quickly as possible he was refunded his money.  There was no one holding back, no ulterior motive and certainly no one trying to take his money.  His mistake was a mistake anyone could have made but it was solely his error.  United worked as fast as they could to rectify the situation and I believe all parties are pleased with the outcome.Thank you,Mary *. P[redacted]

Review: We went to the Kwik Fill gas station on South Park in Hamburg NY on 5/27/2016. The gas pumps were defective. I had to move to three different gas pumps to be able to pump gas. The gas pumps let me swipe my card but not pick a grade of gas. Afterwards, in addition to the $20.17 charge for the gas that I actually did pump, there was a charge for $54.49 that I did not pump. Obviously after going to a different gas pump, someone was able to get one of the defective pumps to work and filled their car up using my credit card info. I put in a fraud claim with my credit card company that was denied based on a fax received from Christine C[redacted] at United Refining Company of PA and the information she submitted proves exactly what I said in my claim. I tried to call Ms. C[redacted] after my credit card company said I needed to take it up with her and she didn't want any part of talking to me, she quickly transferred me to some other extension that didn't answer and when I called her number back she didn't answer the phone.Desired Settlement: I want the $54.49 that was fraudulently charged to my credit card to be refunded.

Business

Response:

After review of this information and speaking to the department handling Ms. [redacted]’s request it is apparent that Ms. [redacted] did not allow United time to do their work and assist her in this claim. Luckily United's phone system has caller ID as she did not feel it important enough to leave a message, we were able to obtain her number and contact her. Without wasting any more time it should be understood she was not being ignored but rather her request was being processed for refund and the people she was calling were diligently working on this. Often time’s people are willing to jump to conclusions and not understand United is a large company with over 300 gasoline stations/convenience stores and are constantly answering customer questions. This request has been processed and a refund has been issued to Ms. [redacted]. A copy of that transaction is attached. Should you have questions do not hesitate to contact me.

Review: WE OBTAINED THE URC KWIK FILL CREDIT CARD TO TAKE ADVANTAGE OF THE .10 DISCOUNT PER GALLON. SINCE RECEIVING THE CARD, IT HAS BEEN A BILLING NIGHTMARE. WE ALWAYS PAY BILLS ON TIME, HAVE A CREDIT RATING OF 860. WE WERE TOLD THAT WE COULD NOT SIGN UP FOR PAPER BILLING OVER THE PHONE, WE HAD TO GO TO THE STORE AND GET THE PROPER FORM. WE WENT TO THE STORE AND THEY KNEW NOTHING ABOUT IT. WE CONTINUED TO TRY MAKING OUR PAYMENTS ONLINE BUT AFTER RECEIVING CONFIRMING NUMBERS PAYMENTS WERE NOT BEING APPLIED. WE'VE CALLED SEVERAL TIMES TO TRY AND RECTIFY THE PROBLEM. FINALLY ON JUNE 3, 2015 I SPOKE WITH A REPRESENTATIVE AND SHE SAID IT WAS NO PROBLEM TO SIGN US UP FOR PAPER BILLING SINCE THE ONLINE PAYMENTS WERE NOT BEING APPLIED. SHE SAID THEIR SYSTEM IS ANTIQUATED. WE CANNOT SEE ACTUAL CHARGES USING THE ONLINE BILLING SO WE HAVE NO IDEA WHAT WE ARE BEING CHARGED. IS THAT EVEN LEGAL TO BILL SOMEONE AND NOT PROVIDE AN ITEMIZED BILL? THE REP ON JUNE 3 SAID THAT WE OWED $555 WHICH I PAID THAT EVENING ONLINE. THE AMOUNT WAS DEDUCTED FROM OUR CHECKING ACCT ON 6/3. WE THEN RECEIVED A LETTER SAYING OUR ACCT WAS PAST DUE IN THE AMOUNT OF $11.08 AND HAD TO BE PAID BY 6/11. TODAY, 6/10 I SIGNED ON AND PAID THE FULL AMOUNT INCLUDING THE BALANCE DUE AT THE END OF JUNE. LATER IN THE DAY, I RECEIVED AN EMAIL FROM EXPERIAN SAYING MY CREDIT RATING CHANGED. I LOGGED IN AND FOUND THAT URC REPORTED A PAST DUE BILL OF $872.00 AS OF TODAY. THERE IS NO OVERDUE BILL AND AS A RESULT OF THAT REPORT MY CREDIT DROPPED 68 POINTS AND WAS DOWNGRADED FROM EXCEPTIONAL. NEEDLESS TO SAY, I WILL ENSURE IN THE MORNING THAT THE BALANCE OF THE CARD IS PAID, I WILL REQUEST A MANAGER REMOVE THE ERRONEOUS REPORT TO THE CREDIT BUREAU, REQUEST AN APOLOGY AND CANCEL THE CARD.Desired Settlement: I WOULD LIKE AN APOLOGY, CORRECTION TO MY CREDIT REPORT AND THE CARD CANCELLED.

Business

Response:

Good afternoon, below is the response to the complaint received in your office. I was not familiar with the circumstances and forwarded this information to United's Credit Department, as you will see the information was provided by Mr. Sprentz and clearly shows the efforts take with this customer. Should you require additional information we will be happy to provide.UPA Charge Card Customer:

1) Account Holder was notified of the Terms and Conditions of the Charge Card Agreement which includes payment is due, in full, by the Statement Due Date.

2) Account Holder’s signed application specifically requested emailed statements. At the time the Account Holder made a request to change account and inquired as to receiving paper statements, company policy was, for security purposes, to have a signed request for the change. The Account Holder was advised an option would be to resubmit a signed application and check the paper statement box. Customer was also advised the customer could pick up a blank application at one of our retail locations.

3) Customers have the option to pay by three methods; online, IVR or by mailing a check. Only a balance summary, not detailed itemized transactions, is provided on the online and IVR systems. The Customer received itemized detailed statements via email and future itemized paper statements would have been mailed if account remained active.

4) Company confirmed the Account was sixty days past due and reported accurately to the credit bureaus. The Account Holder received numerous correspondences from Company indicating the past due balances and encouraged to pay the balances according to the Terms and Conditions of the Agreement

Joseph M. S[redacted] United Refining Co.

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[redacted]Legal AdministratorUnited Refining Company[redacted]

Review: In July 2015 I pd on bill. My bill was $ 97.26. I did my bill on the interent. I made the mistake of paying my bill at $9726.00. On the 23rd of july Marie from Kwik Fill called me to tell me the bank sent the payment and they cashed it but knew it was the wrong amount. Marie proceeded to tell me find out what she wanted me to do . I contacted my bank paided off my overpayment . Marie told me I would receive the remainder of the payment back to me in 7 to 10 days we are working on 13 days . I feel something is going on and I may be out over $9000.00. This is Marie"s No. [redacted]Desired Settlement: Give me back my money owed to me. They knew it was the wrong amount but still went and cashed the check

Business

Response:

The date this complaint was received originally August 5, 2015 Mr. [redacted] called [redacted] and was told his check was being overnighted that day for next day delivery.Mr. [redacted] needs to understand it is not the office staff that credits his payment when it is done on the internet. We have no control over how the payments are made. If his check had been mailed into the office of course we would have seen the error. Online there is no way to cancel once a payment has been sent. United was required to wait to make sure the check cleared the bank and then as quickly as possible he was refunded his money. There was no one holding back, no ulterior motive and certainly no one trying to take his money. His mistake was a mistake anyone could have made but it was solely his error. United worked as fast as they could to rectify the situation and I believe all parties are pleased with the outcome.Thank you,Mary *. P[redacted]