A few days ago, the car owner Mr. Yang noticed when refueling at the Chengdu station,The 50L fuel tank of his car was filled with 67.96L of gasoline. He found this unbelievable and complained to multiple departments.. This afternoon, the Chengdu High-tech Market Supervision Bureau released the investigation results as follows:
1. Preliminary situation
On August 9, the car owner involved called the police after a consumer dispute occurred while refueling at the PetroChina High-tech Tianshan Gas Station (hereinafter referred to as: Tianshan Gas Station).
Under the witness of the police, Tianshan Gas Station sealed the 06# fuel tank involved (it is still in a deactivated state).
On August 11, the Fangcao Street Market Supervision Office of the High-tech Zone communicated promptly after receiving complaints from car owners, went to the site for verification the next day, and asked the car owners to provide fuel receipts and other information.
On August 12, Tianshan Gas Station made advance compensation.
On August 17, the Chengdu Urban Operation and Government Services Office paid a return visit, and the car owner stated that the dispute had been resolved.
On August 20, the car owner provided gas receipts and other evidence materials to the Fangcao Street Market Supervision Office, and the High-tech Zone Market Supervision Bureau conducted further investigation.
On August 21, the comrades in charge of the Chengdu High-tech Zone convened relevant departments to conduct a joint interview with PetroChina Sichuan Chengdu Sales Branch, urging it to strictly implement its main responsibilities and effectively safeguard the legitimate rights and interests of consumers.
On the same day, the Development and Reform Bureau of Chengdu High-tech Zone issued a "Reminder and Supervision Letter" to it, requiring it to attach great importance to it, properly handle the relevant situation, and conduct operations legally and in accordance with regulations.
2. Investigation situation
After verification, the car owner’s complaint about being overcharged 200 yuan for refueling was true.
From August 20 to August 27, the Chengdu High-tech Zone Market Supervision Bureau, under the guidance of the provincial and municipal market supervision departments, invited professional institutions such as the China Institute of Testing Technology and the Beijing Institute of Metrology and Inspection Sciences, as well as experts in metrology, data security, computer communications, etc., to conduct a comprehensive investigation focusing on the four aspects of "machine, people, vehicles, and fees". It is true that car owners reported being overcharged.The cause was initially determined to be repeated billing due to malfunctions in the software, hardware and information exchange of the tanker equipment..
(1) Investigation on the measurement accuracy of fuel dispensers
After multiple on-site inspections, it was found that the key equipment such as the control motherboard, encoder, and flow meter of the oil tanker involved were in good condition, the type evaluation consistency check met the requirements, and the oil tanker involved was within the validity period of the mandatory measurement verification (the verification date is June 5, 2025, valid for half a year). No unauthorized modifications to the main board and main components of the tanker or intentional damage to the accuracy of measuring instruments were found.
(2) Investigation on the standard operation of Tianshan gas station staff
Situation Law enforcement personnel and technical experts repeatedly inspected the operation of the refueling site by calling monitoring, checking transaction and payment flows, and asking staff on duty, and found no abnormal operating behavior by staff.
(3) Investigation into the fuel tank capacity of the vehicle involved
On August 21, the car owner was invited to the Tianshan gas station. Under the witness of a notary, in accordance with the principle of "original vehicle, original gun", three experiments were conducted on the vehicle involved by emptying and refilling. The test results were basically consistent with the nominal 50L capacity of the fuel tank of the vehicle involved, ruling out the problem that the actual capacity of the fuel tank of the vehicle involved exceeds the nominal capacity.
(4) Investigation into abnormal gas transaction billing
By extracting the refueling logs, charging records, measurement microprocessor and tax control microprocessor data of the 06# refueling gun corresponding to the refueling machine since it was put into operation, and requiring the refueling machine manufacturer to go to the site to cooperate with the investigation,It was found that the background data of the 06# refueling gun involved in the incident superimposed the 27.18L (transaction amount 200 yuan) of the previous transaction into the refueling amount of the vehicle involved.The actual fuel volume of the vehicle involved was 40.78L.
Through further retrieval of data, it was found that since the inspection of the 06# refueling gun involved on June 5, 2025, there were a total of 2,863 refueling records. Only the data transmission of the transaction involved was abnormal. The cause was initially determined to be a fault in the software, hardware and information interaction of the refueling machine equipment.
3. Next steps
The Chengdu High-tech Zone Market Supervision Bureau will urge PetroChina Sichuan Chengdu Sales Branch to make comprehensive rectifications, publicly apologize to consumers, draw inferences from one instance, conduct comprehensive investigations, effectively implement the main responsibilities, improve service attitude, and enhance service quality.
At the same time, our bureau will further strengthen supervision and management, improve work quality and efficiency, improve the complaint and reporting mechanism, actively respond to public concerns, and effectively safeguard the legitimate rights and interests of consumers.