Technical Fault Results in Massive Overcharges
Customers who purchased fuel at specific 7-Eleven locations recently are advised to review their bank statements. A malfunction in the payment system led to transactions being processed at amounts 100 times higher than intended.
Approximately 200 individuals were impacted by this error. One woman, Ngaire McLaren, experienced this firsthand at a store in Pinole. After her debit card was declined for a separate purchase, she checked her account and discovered a shocking discrepancy.
"And then that's when I got the shock of my life," McLaren told investigators. "That tank of gas that I put in wasn't $79.34 like I had thought. It was $7,934."
She reported that staff were initially unhelpful, and it was only after she threatened to contact authorities that the fuel pumps were deactivated. During this time, another customer came forward with a similar complaint of a $5,000 charge.
Company Identifies Cause and Scope
7-Eleven's corporate office attributed the incident to a "payment processor error." An internal communication pointed to a recent software update that incorrectly shifted decimal points in pending transactions. For instance, a $26 purchase could be recorded as $2,600.
The issue affected six stores for a ten-hour period last Thursday. The locations include sites in Pinole, San Jose, and four in the Midwest.
Following persistent contact, McLaren received a refund of $7,900 plus an additional $500. However, she expressed ongoing frustration, stating, "Unfortunately, at this point, it's just a kind gesture because seven days later, I'm still trying to reconcile my account."
Customers Await Resolution
Other affected individuals shared their experiences anonymously. One customer reported a $43.45 gas purchase that resulted in a $4,345 charge. "I'm like, whoa, what happened? Did I get scammed? What's going on?" she said.
Another unidentified individual mentioned that several victims gathered at the Pinole store seeking answers, noting transactions such as $1,500 for a $15 purchase.
In a statement, 7-Eleven confirmed, "Full refunds, including fees, and an additional $500 are being issued to customers whose transactions are confirmed to have been affected." The company provided a contact number for those who believe they were impacted but have not been contacted.
While some, like the anonymous customer, are still waiting for direct refunds, their financial institutions have in some cases provided provisional credits to their accounts.
