We refer to a customer incident that took place at Shell Upper Bukit Timah PIE on 18 September 2020, 6.56pm. The incident was an instance of unsuccessful payment for refuelling. Such instances occur from time to time and are mostly accidental by nature.
We have sought to resolve this as soon as this was brought to our attention. We have since reached all of the parties involved in this incident and brought this to a close. The payment has been received from the customer and Uncle Ivan did not have to bear the cost of the transaction.
We would like to thank members of the public for their outpouring of kindness towards our service champion, Uncle Ivan. We will also take this opportunity to review our processes in order to ensure fairness for all parties involved in such instances.