More Than R100: It's About Customer Trust and Accountability

Dear Engen Customer Service,

I am lodging a formal complaint regarding an incident at Engen Welgemoed Convenience Centre on 8 August 2026 at approximately 15:10.

While rushing to a movie, I stopped to put R100 of petrol into my vehicle. The attendant inserted the nozzle and then walked away. He later informed me that the pump was not registering the transaction and had to go inside the convenience store to get a supervisor to override the pump, which was showing zero fuel dispensed.

Despite me pointing out that my fuel range remained at 8km and my fuel level had not changed, the attendant insisted that petrol had been dispensed and proceeded to take payment.

After leaving the forecourt, I had driven only a short distance when my vehicle again displayed a low-fuel warning. I returned to the station and challenged the attendant, but he continued to insist that fuel had been dispensed. A supervisor was called, who questioned my version of events rather than investigating the issue objectively.

To resolve the situation, I instructed them to dispense a further R200 of fuel. This time, the fuel gauge visibly moved, confirming my concern that the original R100 had not been delivered to my vehicle. I also took a photograph of the dashboard showing the fuel level beginning to rise while the range display had not yet recalculated, directly contradicting the explanation I had been given earlier.

The financial value involved is only R100, but that is not my primary concern. What I found most disappointing was being treated as though I was being dishonest when I was raising a legitimate concern. I believe I was charged for fuel that was never dispensed, yet my integrity was repeatedly questioned.

I left my contact details with the female supervisor and was advised that the matter would be investigated. However, five days later, I have still not received any follow-up call, update, or communication from the service station.

I also wrote same email to *** based on a response received on google review last week Thursday, and again absolutely no response from Engen.