Suspected Fraud with My Fuel Card. What Now?
Business Customer
We are sorry to hear that you have experienced this situation. Please follow the steps below to report the (suspected) fraud.
Step 1: Immediately block the fuel card(s) used for fraudulent transactions
In case of (suspected) fraud, we recommend blocking the fuel card immediately to prevent further misuse. Are you the account administrator? Then you can easily do this yourself via the customer portal. Click here for the steps. If you do not have access to the customer portal, please contact your fleet manager or employer.
Step 2: File a police report as soon as possible
Inform the police as soon as possible about the (suspected) fraud. After filing your report, you will receive an official report or reference number. Filing a report is necessary because security camera footage cannot be shared with third parties and can only be requested by the police.
Please note that security camera footage is only retained for a limited period and is then automatically overwritten. So make sure to act quickly:
- Belgium: up to 30 days
- Netherlands: up to 28 days
- Luxembourg: between 7 and 30 days
Step 3: Notify us by email as soon as possible
Have you filed a police report and do you have a case number? Then send an email to cardsupport@q8.be with the following information:
- The official report or reference number
- An overview of the fraudulent transactions
- The exact address of the involved station
- The date and exact time of the incidents
Step 4: The investigation into the (suspected) fraud can begin
If the analysis shows that the (suspected) fraud occurred at a station operated by us (Q8), we will proceed to request the security camera footage. This footage can then be requested by the police using the associated official report or reference number.
If the analysis shows that the (suspected) fraud took place at a station not operated by us (Q8), then the security camera footage is the property of the station operator. Since Q8 only supplies the fuel, we cannot request or release this footage. After filing a report, the police can request the footage directly from the operator within the legal retention period. - In this case, further handling is the responsibility of the police and the involved operator. Q8 is not involved.
Step 5: Case evaluation
Q8 carefully reviews every case. If it appears that the station was tampered with by third parties, we will consider options for reimbursing the fraudulent transactions. We take into account all available information and the results of the investigation.
As a cardholder, you are responsible for safely keeping your fuel card and keeping your PIN confidential. If the investigation shows that the card was used because it was insufficiently secured or the PIN was accessible to third parties, Q8 cannot intervene in this.
Private Customer
Do you have a business account with one or more fuel cards? Then please follow the steps above.