Member Offer: My Esso Card

Not to mention the double payment issue. Surely that is paramount?

From some of the posts, they do seem to be refunding those. Whilst totally failing to communicate anything to those involved. I think JVB's post above sums it up very well.

The CC has not exactly been seen as proactive in this matter

I'm interested in why you see that as a priority.

I would tend to make the business decision not to penalise anyone who fell foul of any new Ts&Cs.  I understand the differences mainly relate to the quanity of fuel bought.  So I would waive the £1 charge for buying a small amount of fuel, and leave the maximum limit at 100 litres, or whatever else it was.

What I would prioritise:

• Getting the URL redirect working properly
• Understanding why the double charging happened
• Refunding customers who have been double charged
• Communicating with my customers

What I'd park for now and get to when I can

• Understanding why some customers can't use their cards eg. PIN issues
• Getting more cards out
• Enforcing any changes to Ts&Cs

The whole thing appears to be a shambles and all parties, including the club, need to take responsibility for that and make strides towards a good outcome.

They may not matter to you, but if they can't work out why something is going wrong (eg. double charging) they can't reliably fix it.

WDB, I mentioned the T&C's because it highlights the lack of communication. Yes your list needs addressing, but they need to start communicating with folk, or perhaps the CC who can then pass on the information through their various portals. 

I'm interested in why you see that as a priority.

I would tend to make the business decision not to penalise anyone who fell foul of any new Ts&Cs.

No body who had joined prior to the new TCs should require a decision not to penalise them as they would be governed by the T&Cs at the time of joining. Unless they have been given proper notice ....... what was that that just flew overhead?? 

And posting details here of how it should have been done will help ‘them’?

My view of this thread is that folk are hoping the club will read it and take notice of the issues and play a part in putting matters right. It’s my opinion that posting instructions of how PK should have handled things from the start simply muddies the waters and makes it harder for the club to see the real problems that exist now. 

Perhaps I should have phrased that differently - and I think we're in agreement - customers should receive what they signed up for (as a minimum). 

I'm simply talking about the internal crisis handling mechanism.

If the club is not aware of the problems I would be amazed. They have been made aware by members in contact I am certain.