Esso: Pay for fuel, get points 4+

Network error resolved

I have been using the Esso App for about a year. In December the app stopped working reporting a network error at my regular filling station. I noticed my phone was automatically connecting to a BTWifi-fon network at the petrol station. Switching off Wi-fi on my phone and connecting via the mobile network resolved the issue and I am once again able to use the app. BT customers with the BT Wi-fi app running on their phone to take advantage of BT Wi-fi hotspots may come across the same issue. Other than this one issue the app works well for me. The maximum fuelling amount can be restricted to what I am comfortable with in account settings. One complaint; only the last 90 days payment history is available making it useless to monitor costs.

Did not work for me

I downloaded the app, set it up as instructed with Apple Pay as the chosen payment method and reserving £80 as the maximum fill up. On my first visit to a garage I opened up the app, selected the pump number then filled up. The instructions say I am then free to drive off but just to be sure, I went into the kiosk and asked if payment had gone through. I was told that it had NOT so I had to pay manually. The next day, my credit card statement showed that I had been charged twice - the £80 reservation + the actual cost of the petrol. My email to customer service requesting a refund has been ignored. Therefore I can only advise to avoid this app at all costs. UPDATE: I have now received a reply from customer service to my email but it is just a copy/paste from one of there standard letters which just repeats the instructions for using the app and ends by hoping that I am enjoying using it! It appears that they did not read what I actually wrote. I’m still left having been charged around £140 for £60 of fuel. Today I received a response from the developer saying my case would be investigated further. UPDATE: Now resolved - many thanks.

Developer Response ,

Sorry it took some time, but we are glad it solved now.

Horrible first experience

First time use here, App thought I was still filling up even though I had finished filling and put the nozzle back, all payments went through fine via Apple Pay before filling up and followed the on screen instructions to a T, I checked the nozzle on the holder by lifting it off and putting it back but no luck, app was still stuck on filling up, was in the petrol station another 8 mins or so and was still showing no payment come through on tills as staff panic but was showing on my banking app but not on tills so they made me pay on a till and advised I may need to return to get a refund as I may get charged twice once the payment comes through, got my app receipt about 20 mins after filling up when it should come through as soon as I stop filling. So yes I have now paid twice for petrol and now need to return to get a refund. This was at Sheffield branch, chesterfield road, not the staff’s fault but the app or systems did not work smoothly. Such a shame as paying at pump should be much faster than going into the station, but on this occasion I was at the station 10 mins longer than I should of been.

Developer Response ,

Hello, thank you for the feedback. We are very sorry you had issues using Esso app. If you need assistance, drop us an email at customer.care@exxonmobil.com and explain in details the issues you are having with our app.