A customer of Reddy Express has raised concerns after experiencing a significant billing error, having been charged over $14,000 for a single petrol purchase. Motorist Steve filled his tank on May 31st for a total of $106, but later noticed that his bank statement reflected over 130 additional charges of the same amount, bringing the total to an astonishing $14,200.
After his wife discovered the discrepancies, Steve contacted the radio station 2GB, where he shared his experience. He was informed by Reddy Express that the issue was widespread, affecting numerous customers across the nation. He attempted to reach out to their customer service, only to encounter an automated message acknowledging the problem and assuring him that refunds would be processed within two to seven days.
Steve also reached out to Westpac, his bank, but was met with confusion as the bank had not been informed of the situation. This raises concerns that other customers may be unaware of similar overcharges. Another affected caller, Angelo, reported that his daughter had been charged 104 times for a $6 drink on the same day, adding urgency to the situation as she is due to travel overseas soon and cannot afford to wait for a refund.
In response to the growing complaints, Reddy Express issued a statement acknowledging a technical issue that occurred on the day of the incidents. They explained that intermittent EFTPOS errors had led to multiple charges for some customers using credit or debit cards. The company has committed to reversing any duplicate transactions swiftly, stating that most refunds were processed within days of the incident.
Reddy Express emphasised that customers need not take any additional action, as they would manage the rectification process. For those experiencing financial difficulties because of the errors, the company has implemented a system to expedite refunds. They extended their sincerest apologies to all affected customers and encouraged anyone needing further assistance to reach out via email or phone.
Through this incident, Reddy Express aims to restore customer trust and rectify the unfortunate technical errors promptly.