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Fuel Case Questions

Fuel Case Questions

I didn’t know what I was signing /I didn’t read the form as I didn’t have time - The responsibility is with you to read the information before signing. You have signed a declaration accepting the terms and conditions so you are legally bound by them. This is not a valid defence to our client’s claim.

I have paid for this fuel, so I do not understand why you have contacted me - We have been advised by our client that no payment has been made to them. If you believe you have paid, we require evidence from you showing when you paid, how much was paid and by what method. We will then investigate further.

I went back to the store within the 5 day period but they refused my payment and now I have got a letter from you – If you are truly sure it was within the 5 day time allowance, please contact us and advise when you went back, who you spoke to and any other pertinent information and we will investigate further.

I went back to the store after the 5 day period as this was agreed at the time I obtained the fuel, but they told me the form has been sent to you now and refused my payment - The declaration you signed clearly states the applicable time frame that you had for making payment. The details have come through to us after the allowed time period with the relevant fees now applicable. Please contact us to make payment and provide any representation you wish to make about the alleged longer time frame and we will try to settle the matter amicably with you and investigate further where necessary.

I had the means to pay, but the store couldn’t accept it at the time as the till was down/card machine wasn’t working, so its not my fault - Please contact us to make payment and provide any representation you wish to make about the equipment in store and we will try to settle the matter amicably with you and investigate further where necessary.

It is a company vehicle, who is liable for paying this claim? - We need to confirm with the company who was driving, the circumstances surrounding the non payment and if they were working for the company at the time of dispensing the fuel to determine who is liable for the fuel claim.

I was not the driver of the vehicle at the time of the incident/I don’t remember signing any forms, what do I need to do? - If you were not driving the vehicle at the time of the incident, you must provide the name and address of the person who was driving. If you do not supply this information for whatever reason, the claim will continue against you as the owner of the vehicle. If your vehicle was stolen we require evidence of the report you made to the police.

I have received a letter from the police advising me to contact you in relation to an incident at a service station - When the fuel was not paid for, a CCTV image was captured at the time to show the car and its registration plate. These details were then reported to the police who ascertained the car is registered to you, hence their letter to you. We are acting on behalf of the company that the fuel was taken from and payment is required.

It wasn’t my vehicle - We require you to supply full details of your vehicle, make, model colour etc. so that we can match it to the information we have received from the police and the service station. It may be that false plates have been made of your vehicle registration number, but we cannot ascertain this without your co-operation in supplying the information.

The 5 days are up/I don’t live in the area so I wasn’t able to go back there - The declaration you signed clearly states the time frame that you had for making payment or to make contact with the store to inform them of the situation. The details have come through to us after the allowed time period with the relevant fees now applicable. When you contact us to make payment you can provide any representation you wish to make and we will try to reach settlement with you.

I don’t live in the area/I am unable to go to the store within the 5 days, what can I do? Your number is on the form can I pay you? - You must contact the service station within the 5 day time period to advise them and they may be able to arrange an alternative payment method for you. If you are unable to get in touch with the service station or they are unable to do this for you, please contact us within the 5 day payment period and we will give you a reference number. We will keep a record of your call and when you receive our letter if you call us we will match your telephone call recording to the reference number we gave you and you can pay for the fuel without any of the administration charges. If you call us outside of the 5 day period then the administration fees are applicable. If you claim you called us but cannot provide the reference number given and we cannot locate your call, the administration fees are applicable.

I rang the store to make the payment over the phone, but they won’t accept it and say I must pay in store - Please contact us within the 5 day payment period and we will give you a reference number. We will keep a record of your call and when you receive our letter if you call us we will match your telephone call recording to the reference number we gave you and you can pay for the fuel without any of the administration charges. If you call us outside of the 5 day period then the administration fees are applicable. If you claim you called us but cannot provide the reference number given and we cannot locate your call, the administration fees are applicable.

I want to pay by fuel card, but you do not accept them and my company requires an invoice/VAT receipt - Unfortunately we do not accept fuel cards as it is not possible to take payment over the telephone or online with these. If you can get your company to contact us to make the payment on a company credit/debit card, then we can provide confirmation and a written receipt.

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