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In Australia, 7-Eleven is under scrutiny as users report issues with its widely-used “fuel price lock” feature.
Many drivers have been able to slightly ease the burden of high fuel costs by using the My 7-Eleven app to lock in discounted prices for up to a week before refueling.
However, some customers are complaining about suddenly losing access to this benefit.
The app allows drivers to secure a discount of up to 25 cents per litre, applicable to a maximum of 150 litres, for a period of seven days.
This locked-in price can only be utilized once and automatically resets following redemption.
If the discounted price exceeds 25 cents, customers will pay the difference at the bowser.
Customers have taken to social media to complain that the locked-in price has expired before the seven days were up.
“Anyone having a problem with getting their fuel locks scrubbed in under a week?” one person asked in a Facebook group dedicated to the fuel price lock feature.
Multiple drivers responded and said their price had “disappeared”.
“Had the same problem twice,” one said.
“I had not used either of them and I put a reminder in my phone [sic] 48hrs before expiring so make sure I use them.”
Similar complaints have appeared on Reddit, with users claiming the app had reset the price before it was redeemed.
“Mine just comes up with LOCK screen and doesn’t show me my rate or expiry even though I did lock it in a couple days ago,” one customer said.
“Price was $2.39, where cheapest is $2.69, so it’s a big difference.”
A spokesperson for 7-Eleven said it is not aware of any widespread issues impacting the fuel price lock feature.
“7-Eleven is committed to providing reliable service for customers every day. Our focus remains on maintaining continuity of supply and supporting customers through tools like the Fuel Price Lock feature.
“We continue to monitor demand, supply and delivery conditions closely to ensure our network can meet customer needs.”
Petrol now averages around $2.20 per litre across Australia, while diesel hit a record $3 in some parts of the country over the weekend.
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