Customers across Australia are being urged to check their bank accounts after a serious payment system error at national petrol and convenience chain Reddy Express resulted in some being charged over 100 times for a single purchase.
The incident took place on Saturday, 31 May, and affected customers who used debit or credit cards at Reddy Express outlets across the country. Many have since discovered excessive and repeated charges for just one transaction on their bank statements.
The technical glitch has caused widespread frustration among customers. One Sydney resident discovered 134 separate charges of $106 each for a single purchase. Others reported similar experiences, including charges repeated over 100 times for small purchases such as snacks and drinks.
The issue has been traced back to a system malfunction at Reddy Express stores, previously branded as Coles Express. The brand was acquired by Viva Energy Group from Coles Group in 2023. Viva Energy is the exclusive distributor of Shell fuels in Australia under a long-term agreement lasting until 2029.
Reddy Express issued a formal statement acknowledging the problem and attributing it to a technical issue within their EFTPOS (Electronic Funds Transfer at Point of Sale) systems. The company confirmed that some customers were charged multiple times due to this malfunction and has committed to reversing all duplicate transactions as quickly as possible.
According to the company, most affected customers should already see the refunds reflected in their accounts. For those who haven’t received a reimbursement, Reddy Express has encouraged them to reach out via its customer service email or phone line.
The company has also advised that individuals experiencing financial difficulty due to the overcharges should contact them directly to expedite their refunds.
In addition to personal inconvenience, the issue has raised broader concerns about payment system reliability and the potential risks of relying entirely on electronic transactions. Many affected individuals have noted the disruption to their financial planning, particularly in cases where banks held large sums due to the duplicated charges.
This incident highlights the vulnerabilities in automated payment infrastructure and the importance of real-time monitoring of bank accounts. While the company has taken responsibility and is processing refunds, customers have been left to deal with the temporary loss of funds, which has posed particular challenges for those with travel plans, limited cash flow, or pending financial commitments.
Reddy Express, formerly a part of Coles Express, underwent rebranding after being acquired by Viva Energy Group. The transition included system upgrades and a shift in operations, which may have contributed to technical complications during peak trading periods. The specific cause of the EFTPOS malfunction has not yet been disclosed in detail.
Consumer advocates have emphasised the need for transparency and prompt resolution in such matters, encouraging businesses to ensure robust testing of payment systems during major changes or rebranding efforts.
As the situation unfolds, affected customers are advised to keep monitoring their accounts, document any duplicated charges, and maintain contact with both the business and their banks. While the majority of refunds are reportedly being processed within two to seven business days, the incident has served as a strong reminder of the importance of financial vigilance, and for some, the continued relevance of using cash.
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