DISAFFECTED customers are united in frustration over a new self-serve fuel station in Tyers Street, Portland.

The 24/7 United Petroleum fuel station requires customers to pay with a card before pumping their vehicle with leaded, unleaded or diesel fuel.

But for a growing cohort, no fuel is delivered, and the customer is out of pocket, forcing them to seek a refund from the company – as well as buy fuel elsewhere. There is a number to phone, ironically listed as 1300 FUEL UP (sigh, if only …).

But the company’s state manager was in Portland this week, and is determined to make amends.

Customers who have lost money say it can take up to 10 days to get a refund.

One former service station operator, who did not wish to be named, said he had diesel leaking from the bowser handpiece when filling up recently. He was gobsmacked that there was no water to clean up and worse, no emergency spill kit.

Some customers (including this reporter) can’t proceed beyond the initial steps: selecting fuel type and amount, or if they do, actually paying with a credit, debit or fuel card.

Customers were meekly feeling the fault lay with them but irate posts on local Facebook groups suggest otherwise.

Following is an edited selection from Portland Facebook groups, which have drawn dozens of complaints:

Brian Field posted: “Went there last week and tried to get their scanner to work but failed three times, the scanner continually timed out. I could select the pump number but that is as far as I got, so gave up and went to BP Roadhouse, same price but everything worked. I just figured that the United place wasn't open yet ...”

Wanpen Idiz: “I got the same problem. Tap card first time no petrol and try second time the same issue and my bank account pending two transactions. Then I call reception who told me I will not get change, the money will return to bank card in 24 hours. Yes I got the money back. And never thinking to go again.”

Lowie Palf: “Took a week for reversal money back to our bank.”

Carrie Templeton: “Tried once - gave up. I’m not normally a quitter but it seems as though the problem still isn’t fixed.”

Leonie Slaninka: “I was there this morning selected pump, scanned credit card. It asked for it to be scanned twice. I asked for a receipt, got a pic of it saying it’s not able to give me one. Pump wouldn’t work. After 20 minutes I gave up as I was running late by that stage. So far no money has been charged to my card, which is a blessing.”

Sameer Mateen: “I went there two weeks ago and the card reader wasn't working.”

Warren Duffy: “First time was several weeks ago when I purchased diesel and no problems. Second time five weeks later, the terminal displayed the wheel of death for several minutes when I attempted to pay. I tried again with the same result and due to repeated complaints aired in the group I have not returned.”

Manu John Blatchford: “Our daughter … couldn't get the scanner to work so ended up going to the OTR. Whilst it is good to have a cheap price petrol in the town, their company needs to make sure things are in good working order or what is the point? People won’t use it. I filled up earlier in the week (had no problems) and there was a man there to help you navigate the system. Maybe he should be there on weekends as well for the time being.”

Actually, United did advertise for an onsite operator for six weeks but had no response, according to United Petroleum’s Victorian manager, Jim Vassiliadis.

The self-serve opened on May 11, on the former Woolworths service station site. There were teething problems from the start, which United fully acknowledges and apologises for, Mr Vassiliadis said. Portland is the only United site that has had these problems, he said.

“United is confident most problems have been rectified and new signage and simpler instructions should make transactions seamless from now or within a week or two, depending on the customer’s bank,” he said on Wednesday, when he met with the Observer onsite.

“It’s been a payment settlement process problem. Put simply, it’s the settlement that’s connected with the pump and the client’s details of their card. And it’s to the banking system, not just ours. So we obviously had to secure it and that’s the problem we’ve had.

“We’ve had to act as quickly as possible. We wanted it to be fixed immediately but unfortunately the process is a little bit technical to get it over the line.

“I can confirm with you now that it’s all been fixed, except the tap-and-go mobile phone and EFTPOS payment process - I’m expecting that to be settled within a week.”

As far as health and safety compliance, Mr Vassiliadis said all requirements will be met including a spill unit. “Safety of our customers of course is a number one concern.”

 He didn’t know how many complaints United had received and how many refunds were paid, but that every refund had been settled.

As for the timing of the refunds, Mr Vassiliadis said initially there had been a five-day delay, now it’s within 24 hours, or a maximum of 48 hours depending on the bank.

Also there was area manager Vamsi Donavalli, who for the past fortnight has been coming from Hamilton each day to help customers. He will be on hand or on call for the next few weeks while all problems are ironed out.

“We are advertising for a fulltime caretaker as we speak, not for onsite fulltime but who can turn up quickly if there is a problem or be here when its busy,” Mr Vassiliadis said.

There will also be a 24/7 immediate response to people if they phone the help line and that signage will be clearer and payment instructions will be much easier.

“Importantly, if people key in $100, that is authorisation only, not the payment. So if you fill up for $80, you will only pay that amount. The problem is there’s probably an hour delay in the pending period.

“Things have taken a little longer that we’re comfortable with, but we’re getting it sorted.”