Formal Complaint: Fuel Purchase Issue at BP Garage

Dear BP Customer Care,

I am writing to formally lodge a complaint regarding a very concerning incident that occurred at your BP service station.

On [insert date], I drove into the garage with my Renault Kwid Zen 2025. At the time, my fuel gauge was showing three bars. I requested a fuel refill of R200 petrol, which I paid in cash. The attendant who assisted me was named Mpho, to whom I also handed my BP points card before driving off.

Just two minutes after leaving the station, I noticed that my fuel gauge was still showing three bars, exactly the same as before the refill. To be certain, I stopped, switched the car off, and restarted it – however, the gauge still did not reflect any change. I immediately returned to the station and informed Mpho of the issue. She told me I needed to wait for the manager, who was on lunch and would only be back at around 16:00. At that time, it was 15:10.

I asked for the manager’s phone number, but she said she did not have it and advised me to check the receipt for contact details. I phoned, but I was still told to wait for the manager. Eventually, at 16:10, the supervisor arrived. He informed me that he would review the CCTV footage. After checking, he came back and said that the issue might be with my car’s fuel gauge. I explained to him that my vehicle is only one month old, and I find it highly unlikely that the fuel gauge is faulty.

I did not want to get into an argument, but I left the station very dissatisfied and disappointed with the way the matter was handled. I am attaching copies of the fuel receipt as well as a photo of my fuel gauge after the incident.

I kindly request that this issue be properly investigated, as I do not believe that I received the fuel I paid for. If this matter is not resolved, I am afraid I will have to reconsider using BP garages in the future.

I trust you will take this complaint seriously and get back to me with a fair resolution.