A driver accidentally filled a full tank, and now wants his money back. Is he right?

«It was a shock for me»

The car enthusiast told an 'Onliner' journalist that everything happened on April 25 at around 3:00 PM at Gazpromneft-Belnefteprodukt gas station No. 24, located on the outer ring road of the Minsk Ring Road in the Malinovka area.

«I drove up to the pump, got out of the car, inserted the nozzle with 92-octane gasoline into the fuel tank hatch, pressed the trigger, and went into the gas station building. I approach the cashier and say: "First pump, 92-octane gasoline for 30 rubles, please refuel." And they reply: "You've already refueled for 105 rubles and 40 kopecks."»

The car enthusiast emphasizes that he only planned to refuel for 30 rubles, and he only had about 50 rubles on his card.

«The cashier told me that they have such an automatic system where it's refueling first, then payment. And it's written everywhere at their gas stations. I said: "Wait, I didn't see that." Usually, there's a sign hanging that says the nozzle isn't working. There was nothing like that. I perceive all other information as advertising."»

Павялічыць

Reader's photo. According to him, he didn't read the text on the fuel dispenser.

«Their pumps are blue. And this informational text is white-blue — that is, it blends in. It's one thing if a person knows: look there, read it.

It was unreadable. I didn't even pay attention to it. Usually, if they want to convey important information, they highlight the text with bright colors, in a large font size. There was nothing like that there at all.

They at the gas station said that this system has been working for about 10 years. That it's refueling first, then payment. This was my first time entering this network. The first time I encountered something like this. And I'm simply shocked that I wasn't given a choice."»

The man says that after he asked for the book of comments and suggestions, the cashier called the gas station manager.

«He started saying that there is information on every gas station pump, to which I replied that I hadn't seen it, nothing there was readable. Then he said that I was to blame, that I was using the gas station incorrectly, that I inserted the nozzle and latched [the trigger], that this shouldn't have been done. There was nothing more to talk about with him."»

Павялічыць

To pay for the fuel, the man asked a friend to send money to his card. After that, he called the consumer rights protection society, where he described the situation he encountered.

«They immediately told me that there was a violation, because I wasn't given a choice, and said that I had paid in vain [for all the fuel - editor's note by 'Onliner']. I made an entry in the complaints book. I approached the cashier again and said that I had paid this amount, but I don't agree with it and now demand that they return my money, this difference [between the actual cost of refueling 105.4 rubles and the amount of 30 rubles that the car enthusiast intended to refuel for - editor's note by Onlíner] of 75.40 rubles. Or for them to drain this fuel back. The cashier told me that they don't have such capabilities and she won't do it."»

«Let them conduct an inspection»

The man says he called the gas station network's hotline, described the entire situation, warning that he was recording the conversation. He was promised that the information would be forwarded to management and that they would contact him within three business days.

The reader also said that he called the Ministry of Anti-Monopoly Regulation and Trade (MART), where he was advised to write to the Minsk District Executive Committee via «обращение.бел» (appeal.bel), which he intends to do.

«In this whole story, I repeat, I want an investigation, as well as compensation for the amount of 75.4 rubles. I believe that the gas station cleverly cheated me," says the man. "I called four acquaintances, also drivers, told them about the situation, about this method of refueling — none of them had encountered such a thing, they are also in shock, hearing it for the first time, they always refuel at Belorusneft, Lukoil, or A-100 gas stations."

«I want this gas station network to take measures to inform customers: to clearly, noticeably, in large text, describe their refueling method. Because personally, this didn't even catch my eye, all the information was perceived as junk spam, advertising. I just wanted to refuel my car for 30 rubles, not a full tank."»

Павялічыць

A few days later, the man updated his information. He reported that the gas station manager contacted him by phone.

«He asked me what he could help with. I replied the same way: compensate the amount or let them drain that fuel (the difference) from the tank and return the money. And take measures to properly inform people."»

I want to note that during the conversation, he spoke to me politely and carefully, not like the first time. He apologized, but I said I don't accept such apologies. I also understand his position. This system has been working for 10 years, there are people who know about it and use it, and they have no questions. But a third party, to whom I wrote a complaint, will decide. Let them conduct an inspection.

Gas Station Network's Comment

An 'Onliner' journalist contacted JV 'Gazpromneft-Belnefteprodukt' with a request to comment on the situation described above. Here is their full response:

«All gas stations in the network in Minsk operate on a post-payment system: first refueling, then payment. This automated technology increases service speed and is in demand among motorists who are accustomed to saving time and independently controlling the refueling process."

Павялічыць

Photo by 'Gazpromneft-Belnefteprodukt' (used for illustrative purposes)

For our customers, a step-by-step instruction and refueling rules are placed on each fuel dispenser. To refuel to a full tank, insert the nozzle into the car's fuel tank and press the lever — fuel will be filled until cutoff. When refueling for a specific amount or volume, the driver must stop refueling at the desired amount or quantity by releasing the lever, or enter the number of liters or the refueling amount on the fuel dispenser's keyboard.

When self-refueling, the customer is responsible for controlling the amount of fuel delivered to the tank. Returning refueled fuel is not possible for technical reasons. If the client does not have the necessary amount, they should confirm their readiness to pay with a receipt, and then make the payment at their convenience via the ERIP system."

Lawyer's Comment

«The procedure for providing services at the gas stations of JV 'Gazpromneft-Belnefteprodukt' is regulated by the Rules of Conduct and Refueling for Customers, which can be found on the official website," notes lawyer Tatsiana Ravinskaya.

— According to the rules, the driver can choose a convenient payment method: in advance (for a specific amount or volume) or after the actual fueling. It is important to note that in both cases, the refueling process must strictly occur in the driver's presence. A number of prohibitions are also defined (for example, it is forbidden to release the fuel dispenser nozzle from hand until fuel delivery is complete).

This information, according to legislation, is communicated to consumers in an accessible form: on information stands, electronic displays, special folders, or elsewhere — as the seller deems appropriate. The company's representative, as follows from their comment, confirms that step-by-step instructions are placed directly on each fuel dispenser (FDC).

«Regarding a situation where a consumer believes that information about the rules was not provided in full or in an inaccessible location, the Law on Consumer Rights Protection gives them the right to defend their interests in court. However, it is important to understand that compliance with the seller's rules is a direct obligation of the client when receiving the service."»

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