Complaints

• Initial Complaint

  01/24/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Thanksgiving weekend I traveled for the holiday using my nitro card the entire way there and back for food and fuel. After returning my nitro card stopped working. I called customer service who transferred me to a debt collector without even telling me why. I called back and was immediately transferred to card services. Card services informed me that my card was Declined for insufficient funds when that was clearly not the case. I tried explaining that this must be a mistake to which card services begin to loudly exclaim that WE ARE NEVER WRONG!. I contacted my banking institution who told me that this is a common occurrence when an outside cars is linked to an account. When it is used a lot in a short amount of time, especially over a weekend. It can incorrectly trigger an insufficient funds code through Telecheck. I then proceeded to call card services again and was transferred around multiple times until I finally got somebody who Barely spoke enough English that we could understand each other. The people at card services have been absolutely nasty and keep telling me to talk to this debt collector or Maverick directly. When I try and talk to Maverick, I am told to contact card services or the debt collector. Everybody is playing the blame game and pointing fingers at everybody else without taking responsibility for their own mistake. I have been charged over $43 in overdraft fees from Maverik and they refuse to make good on this. I have done nothing wrong other than try and use what I used to think was a good product.With that being said, my card has been faulty since Thanksgiving weekend and here we are almost in February. I cannot pay for gas at the pump and I can only pay inside, sometimes.I just want to be refunded the overdraft fees I was incorrectly charged and I want my card to work normally.

  Business response

  02/05/2025

  HI -

  I am sorry for any miscommunication.  Our customer service manage will reach out to you directly to resolve this matter.  Thanks, ****** ****

   

• Initial Complaint

  01/14/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  date: January 13, 2025 Around 11:30 I was at the Maverick Country Store to purchase a drink and use the restroom. When I walked into the convenience store I walked over to use the bathroom, then walked over to buy a drink. I looked for a drink to buy and grabbed a Gatorade, walked over to the self check out and purchased my drink then I felt I needed to use the restroom again, walked over towards the restroom, changed my mind and walked out the front door. I noticed a security guard walking towards me and he said the store suspected me of stealing, I said I would show him that I purchased and wanted to talk to whoever accused me to let them know I purchased. The store employee believed I stole because he said I walked over to the restroom, stopped and turned around and walked out the door. I told he I had bought my product and then he showed me the receipt of my purchase and asked me if it was mine. I said "Yes". Then he said ok, I said "your accusing me of stealing but I have purchased from you" he said, "we are not accusing you of stealing. But if they stopped me then they are clearly accusing me of theft even though they know full well I purchased from them and did not steal. I didn't appreciate what they did and want them to be accountable for false accusations and to pay more attention to their customers if they suspect true theft.

• Initial Complaint

  11/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a Nitro Card issued from Maverik many years ago that I used on a regular basis. On October 30, 2024 at 2:05 PM I purchased fuel from the ************************************. My bank statement showed the charge of $26.05 TWICE! I told my bank to deny one of those charges due to it being a duplicate charge. They did so and I was credited one of the charges back. Maverik put a stop on my Nitro card so I called them to dispute their error. They told me that they showed the double charge on their computers but refused to help me and would only give me a website to furnish my statements and numerous other information that I was not comfortable with. I called them back to see it they could just remove the mistake they made and they refused to do so. Now they have already attacked me with a recovery service and my credit. This is outrageous to let a company have your account information to take out charges and when they make mistakes in billing they are acting as though I am a criminal. They have received thousands of dollars over the years due to me being a delivery driver and now they are not even willing to help me. I have called two other times to talk to someone that might be able to help me and I get sent to a message board and when I leave my name and number I never get a call back. Please Help Me Get Through To Them

  Business response

  11/27/2024

  Hi ******* -

  I just copied you on a communication with my team.  They are going to investigate your complaint and reach out to you directly.  Sorry about any inconvenience this may have caused you.

  Thanks for shopping at Maverik!

  ****** ****

  Customer response

  12/04/2024

   
  Complaint: 22583047
  
  I am rejecting this response because:
  Maverik can clearly see the double charge (They have told me they see the double charge on their computers and yet refuse to do anything about it). I gave them the privilege of accessing my account for charges made at their stores. I have spent thousands of dollars in the last few years and they are pressuring me to fix their obvious mistake by accessing copying my bank statements which is very unnecessary . This is wholly the fault of Maverick for double charging me. I expected them to fix it after pointing out their wrong doing that they admit too.

  After telling them all of this I recieved an E-mail today 12/4/2024 pressuring me for the same thing that they have been saying all along.

  I thought that they would practice good financial responsibility when dealing with people that give them access to private accounts. At the least someone to talk to that can fix mistakes they make instead of just a prewritten response over and over again to no resolution.

  I have ceased to use their stores after cutting up my nitro card due to the nastiness by their representative when I originally called to straighten this out, and he told me that he would cancel my card in which I replied: DO IT!
  
  
  
  Sincerely,
  
  ******* ******

  Business response

  12/10/2024

  Hi ******* -

  *** has tried to contact you, he is our LP Manager.  You should be credited $25.06 and remove you from the collections piece.  I apologize for the inconvenience as Fiserv manages the card, not Maverik.  *** will be in touch when it's complete.

  Thanks, 

  ****** ****

• Initial Complaint

  10/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On September 9 of 2024 I had bought $53 worth of gas at the Maverick with my nitro card. I did not have enough money in the bank account that is linked to that card so I swiped a different card that has money on it with the nitro card and it accepted the payment, but it still ended up going through to my bank account that is connected to the nitro card and it made my bank account go negative. The next time that I had gone there and tried to get gas, the payment Was declined. I have reached out to multiple customer service representatives, and they have been no help at all. I have gotten A letter in the Mail from a collection agency saying that I now owe the $53 worth of gas plus $30 in fees, making it $83 total that needs to be paid. I have gotten nonstop calls from the agency almost every single day since this happened.

  Business response

  11/15/2024

  Ms. **** -

  I had my team look into this and the collections and fees should have been waived by Fiserv the card issuer.  If they have not, please reach out to ***************************************** and my team will assist you.

  Thanks for shopping at Maverik and we do appreciate your business.

  ****** ****

   

  Customer response

  11/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought gas at a Maverik gas station and my old unused bank account was charged. I swiped my credit card thinking I was paying with that, but also used my "Nitro card" to get the small percent off thinking it was just a discount card. I completely thought the charge was going to my credit card but it indeed went through to my checking account. The checking account is an old one with no money in it. I tried to use my USAA checking account which is the one I normally use but Maverik wouldn't allow it, so I used my old (empty) Navy Fed account. Navy fed has denied the charge, even giving me a fraudulent charge alert. I was honest about what happened and now they're charging me a $29 over draft fee. I have blocked future payments from Maverik to the checking account to avoid further overdrafts. I would simply like to pay the bill but no one at Maverik knows how to let me do that.

  Business response

  08/06/2024

  Mr. ******,

  Thank you for reaching out.  Unfortunately, your Nitro Card and the connecting bank account is managed by Telecheck/Fiserv.  They are who your agreement is with and who you must reach out to.  I assume you received a collection letter, please contact that number.  Unfortunately, I cannot refund you the monies as they have already paid Maverik, and your contract is with them.

  I am sorry, but you will need to contact Telecheck/Fiserv.

  Thanks, 

  *********************

  Customer response

  08/06/2024

   
  Complaint: 22050347
  
  I am rejecting this response because:

  1. It has been resolved. There was a second attempt to draw the funds and it was successful.

  2. Its a terrible concept, I had no idea that my checking account was going to be charged. At no point was it clear.

  That all said, it can be closed. I just think there should be a warning about this predatory concept.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On June 1, 2024 I attempted to get fuel at a maverik convenience store. I went to the self check out. I only had 11.00 on the card. The card machine took the 11.00 but failed to print a receipt with the code for the pump. The clerk said there was nothing he could do to reprint the code and I should get a refund in 15 minutes. Being I was on empty I waited in my vehicle for the refund to come back so I could get fuel. 15 minutes passed nothing. It's now been 4 days and I still don't have a refund.

• Initial Complaint

  05/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The store on ***************** in ************** has a new automated money collection system. It is not counting the coins accurately. I ended up paying over two dollars for a night of it is $1.30. Employee was watching me. I just said keep putting in money

  Business response

  05/06/2024

  Hi ***** -

  Thanks for letting us know about this.  I am sending you a Maverik Gift Card in the mail for the inconvenience.

  Thanks for shopping with us.

  *********************

• Initial Complaint

  03/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On February 29, I stopped for gas at Maverik on Main Street in Cedar City, UT. The posted price for regular was $2.99. I gave the clerk my credit card and went out to the pump and the price had been changed from 2.99 to $3.17. I canceled the purchase before buying any gasoline and went into the store and told the clerk what happened. He simply shrugged and did not respond. That day Maverik put a hold on my credit card for $150 and has not removed it. I called Alyssa, the store manager at ###-###-#### simply to ask the store to remove the hold on my credit card but she has not returned my call. I feel the store tried to overcharge me but my concern at this point is simply that I get the hold off my credit card.

  Business response

  03/25/2024

  Hi *** -

  The hold should have fell immediately after the cancelation.  Sometimes it takes longer depending on the bank.  It can be confusing for sure, but we do not keep holds on, the bank or credit card company does. 

  Please accept our apologies for any confusion on this matter.  We appreciate your business.

  Best Regards,

  Travis G***

  Customer response

  03/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  10/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On October 16 and 17 my bank statement shows charges from Maverik Nitro card. I did not go to Maverik at all on those days, or even recently. It seems that my nitro card is not a secure method of doing buisiness.

  Business response

  10/30/2023

  Hi! 

  Customer Service
  Your satisfaction is a priority to us, and if you have any concerns, or if you'd like to let us know how awesome we're doing, we'd love to hear from you!
  As always, your local Maverik Customer Service team is here to help with any outstanding issues. Feel free to contact us directly at ###-###-#### Monday through Friday from 7 a.m. to 7 p.m. and Saturday from 8 a.m. to 4 p.m.
  ***************************
  ********************

  Once you contact them, they will be able to help.

  Thanks.

  Customer response

  10/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  10/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Ten transactions attempted with Maverick's Nitro Card at the Maverick located at *** * ******* ***, Payson, AZ 85541 as follows: $1.63 $42.70 $48.55 $1.09 $1.09 $1.09 $36.30 $36.35 $1.09 $54.80 The Nitro card (****** **** **** ****) is linked to my checking account, but the above charges were declined for an illegitimate reason since the checking account held sufficient funds to support these charges. I produced an alternate form of payment since goods were already received (gas and coffee). The declined charges above were resubmitted for payment automatically even though the goods had been purchased with an alternate form of payment. Accordingly, I have now been billed twice for the same goods - once with an alternate form of payment when the initial charge was illegitimately declined and a second time due to the automatic re-attempt from the Nitro card. Upon calling TeleCheck Services, Inc. ATTN: Resolutions Department ** *** ****   Hagerstown, MD 21741-6806 Tel: ###-###-#### and speaking with no person who could adequately pronunciate and legibly convey spoken English, I was finally told that the refund, if at all, would take 30 days. I was given no confirmation number of the call and was provided no first and last name of the person helping me. All I know is her name is Nancy.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩