Esso: Pay for fuel, get points

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I have been using this app for a couple of months now as found it very handy as didn’t need to take my baby out the car into the garage to pay. Unfortunately the last time I have used I topped up £10 but it has taken £100 off my available balance. I have been told by the bank that this should sort out when the £10 is actually debited but I think this is unacceptable as I may have needed to use those funds and don’t expect £100 of my money to be held for £10 worth of petrol. Hopefully will be resolved soon but I will unfortunately not feel confident using this app again. Emailed Esso and have had no response apart from a standard ‘we will get back to you’. Not what I expect when I am currently down £90 and anxious about getting it back. I understand that £100 is initially authorised but the adjustment to the amount you actually spend is supposed to take effect immediately, but sadly not in my case.

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The app hit technical issues from time to time, 2 out of 5 of my recent visits didn’t work (so I give 2 stars, which is more than fair), I had to follow customer service suggestions to uninstall and reinstall the App. When App was reinstalled, I lost my previous transaction count towards Nectar bonus points. Annoying? What was more annoying was the promised Nectar points by customer service as goodwill never arrived, it’s already 35 days elapsed, I am still waiting / chasing / getting reassured / wasting my time. Got customer service reply today saying they have sent request to their loyalty team for an immediate credit to be added to my Nectar, will wait and see :((

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We used the app for the first time last Friday and thought it had worked but it failed. It pre- authorised £75 out of our bank account and it was only by chance we checked with the cashier that it hadn’t worked, then paid for fuel by debit card. Tried the app again yesterday and this time it worked. It pre-authorised another £75 and also took the £48 out for the fuel as well. Checked with our bank and currently have £150 pre-authorised off our available balance. This app is absolutely appalling and will be deleted once we have our money back - I have read the typical useless reason they have given others on this point. We have been to our bank to check on this today and Esso have not removed the allocation . It does not happen as quickly as they state. This can and will cause people financial hardship because of the inadequate system Esso is supposed to be running. Not even worth 1 star but had no other option

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I knew I was in for a rough time before I’d even managed to create my account as, for some reason, the app won’t let you paste a password during the process - a needless restriction which makes using a password manager frustratingly difficult. Surely you want people to use secure passwords don’t you Esso? Having been forced to create my account with an easy to enter (yet equally easy to hack) password, I discover that payment through the app is only possible using either Apple Pay or PayPal. This second needless restriction is a particularly short sighted one, as it effectively blocks the app from use by the vast majority of corporate cards. Clearly Esso doesn’t want any business from those of us who drive for work. Never mind, I’ll stick to buying fuel from a chain which has put effort into designing their app to make life easier rather than more difficult.

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I’ve been using his app for 4 months now and was hoping that the bugs would be rectified, alas this is not the case even though I was asked for my review of the app. The concept is good, however the app needs improvement. Every time I use the app, once I have finished putting petrol in, I am logged out. It doesn’t remember your login details so you have to re-input it all ( not good when you have a queue behind you). I used to receive an email and that was quicker than login back into the app, but now I don’t get the email either. My last fill up, I had to go into the shop to ask if the transaction had worked as there was a massive queue and I had not received any confirmation that it had been successful. My husband has the same issues so I know it not just me. Come on Esso, sort it out!!