Caltex Australia Limited

I got a new Caltex Star card (first time account customer) delivered a few months ago as part of a Qantas Frequent Flyer deal. Easy to sign up for & easy-to-use. The first month went by without a hitch - fantastic. Even sent a complimentary email as to how easy and effective the service was.

Then I get the first bill for $473 and I said replied back and said no worries money is in the account - great service again. Few more days later I saw the money still hadn't come out. I thought, that's might just be because billing dag fell on a Saturday, but I sent another email just in case. No reply to any of these three emails.

A week or so later I get an email with a dishonour fee of $35 along with the statement for the original amount with a Bpay number. It says must be paid in order to use card again etc. So I went to the bank and paid the amount $473.

I called Star Card and the lady attendant of seemingly Indian Descent told me it's because I've entered my account number incorrectly. I said I don't believe so please send me a copy of this and she still hasn't done this. I ask to be put onto a supervisor I was on hold for 20 to 25 minutes before I gave up and hung up.

Now a month later, on the next account the $35 has appeared as a dishonor fee. I emailed them and stated my position. First time ever I get a response to an email - i was surpised as I thought it might be a dead end/ no-reply account. Then I got a call from another lady from Caltex Starcard and she tells me after a long while it's because my BSB number was entered incorrectly and she doesn't know why but that's what the bank remittance say why it bounce back last month. I said "hang on, the lady last month told me it was because my account number was incorrect". Either way apparently Caltex Australia can't update that form and I need to fill out a new one. Never once have I been sent a new form. Terrible customer service. I told the lady there's no point going around in circles as I won't be paying the $35 and it's up to them if they don't retract it, i'll need to let QCAT sort it out. I also pointed out that there was a spelling error in my company name on my invoice and that they seem to have a data entry and verification problem. She seemed to smugly say that she would look at that a few seconds later she said "Ooh?!".

A short while later the manager called me and I missed the call unfortunately. Called her back 30 minutes later. This Manager lady offered a myriad of excuses saying that it was the account number and I asked why her her other staff member told me this morning that it was the BSB number and she doesn't know why it bounced back because of that.

Dealing with these three ladies from The Receivables Department I have had nothing but excuses, changing stories and poor service. I told them that I will not be paying the $35 and I'll just swap to Shell Australia Shell Card or go back to eftpos and cash. Absolutely shocking customer service. Other than that it was an easy card to use and I praised them for it. But now that I think about it it's 2017 and it's just basically an chipless EFTPOS card and they should all work well.

Update. Called Head Office and asked to be put throught to a seniorale manager (as to not get the last female manager). Go the Investigations Team. All sorted out and 35 dollar retracted. The Receivables Manager stated that my account error was the root cause. I disagree. Poor customer service, ego, sub-par training and lack of oversight is the cause. This could have been sorted almost 2 months ago with due procedures, checks and a good Customer Service attitude. The Investigations guy was excellent. A Thorough professional and nice guy.

Seen and heard the Abysmal treatment of a decent customer. After viewing this treatment of trusted Colleague and their virtually non-existent service. Poor communication and when they finally get comms, just excuses.

We are old school. U can't reinvent the wheel. Find a problem, find a solution, avoid further problems. Sadly it appears only their Investigation Department is proactive. No doubt they won't be light on work given the number of incompent lower level staff around. That's 2 customers Caltex have lost this week. Shell/Vitol and BP now for my fleet and I.

Its very good for food and drinks 😀😀😀

Stupid, not a petrol station

Good place to stop on the M1

Charge extra for Amex, done accept e gift. Adds and can only be accessed from one side of the road. For a cookie cutter chain you would expect at least average quality, but this fails to deliver

Very helpful staff

It was ok... Only really stopped for a pitstop