No Customer Service
ROCK HILL, SOUTH CAROLINA -- On Saturday, Dec. 3, I went to my local Exxon gas station to fill up my car. When I put my card in the pump, it gave me a message saying "Please see cashier." I went inside and the clerk said that there was a problem, but to go ahead and fill up that the pump probably wasn't reading the card. So I filled up (over $26 worth) and went inside to pay. My card was rejected. I know that the card was good, as the bill had just been paid two weeks earlier by my mother who had come for a vacation and paid the bill for me and mailed the bill from my house. After being embarrassed by the clerk who announced that the card "wasn't good" in front of the whole line of people, I had to pay cash--luckily, I had $30 in my wallet.
As soon as I got in the car, I called the 800 number on the back of the card, where I got a computer telling me that the last payment of $257 dollars had been received on Nov.20 and my available Exxon credit was over $1000 dollars.
After going through the voice prompts, I finally got someone in a call center in (where else!)India, who gave me a set speech about how the card was not valid, although the expiration date is 04/07. He then asked me what the card looked like. Well...it turns out that I have an old card and back in April of this year, Exxon mailed out new cards with the tiger in one corner and the Exxon/Mobil logo on the other corner, HOWEVER, there had been a major computer glitch and thousands of people have not gotten their new cards, so all the old cards were deactivated as of Dec. 1. I was told that new cards would be issued within 7-10 business days, so I asked how was I supposed to buy gas in the meantime. I got another pat answer of "we will be sending out cards in 7-10 days and then you can buy gas." I told him that was not good enough, and then he told me that if I called the 800 number every time I wanted to buy gas, they could authorize my current card to be valid. So I asked to speak to a manager, whereupon I got another Indian man named "Nathan" (yeah, all Indians are named Nathan) who gave me the exact same speech and told me about the computer error (yeah, yeah, I heard it already...) and that in 7-10 business days they would send new cards. I explained that I was very embarrassed in the gas station and would not accept 7-10 days, I wanted a new card sent overnight, or if they could authorize per time use on my card, to just authorize 14 extra days on my card. Nope...that was not doable. I am going to call back tomorrow and tell them that I will be cancelling my Exxon card and see what that gets me. I hope that anyone who has an Exxon card will check to see if it is valid before they use it, or else they might be surprised when they can't use it to pay for their overpriced gasoline!