ComplaintsforCorpay

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 07/06/24 at 1:58 pm I went to the location and requested to fill 4 of my propane tanks . The sign posted outside near the propane area showed a charge of $4.99 per gallon plus tax . I was charged up front for 20 gallons. However I once they were filled I only used 12.7 gallons of propane. I went inside to ask for the difference but the store owner said he charges based on the tank not how much is used. This is contrary to what is posted and should be illegal to charge someone for unused product.

  Business response

  07/17/2024

  ******,
  
  We hate to hear about your recent experience at a local *************
  
  However, Corpay is not involved with business practice decisions of fueling locations. Your complaint will need to be filed against the location's ownership entity.
  
  We thank you for your patience while we reviewed your concerns.
  
  Best regards

• Initial Complaint

  06/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 8/10/23 our company A-Team Logistics, Inc.requested an account through ********************/Fleetcor set up by ***************************** w/ ***********************************.Our initial acct.mgr was ****** Andrews&Patricia ****** was added as an account manager. Our 1st cust.svc call was 8/28/23,we had not rec'd our fuel cards,&we called to verify the mailing address was correct. We were told to "call back if we had not received our cards by 9/1/23. On 9/20/23 we called cust. svc. to register the online account. ************** had to be added a 2nd time as an acct.mgr.On 9/22/23, a repr.named ***************************** emailed& called us to introduce herself as our new acct.mgr. This communication was directly with ***************************** each time. After receiving several emails&calls &conflicting information we decided to cancel our account with ********************/Fleetcor. On 11/16/23 at 3.36 we emailed a "Close Account Request Form"&all fees were paid. On 12/20/23, we received an invoice even though our account had been paid &closed. We were told"acct. was closed& no money was expected because the account had been paid off". On 1/23/24, we rec'd another invoice, we were told that "it was an error". On 2/19/24 we called &spoke with *****," you need to speak with the sales department, they are the only ones that can resolve this issue". We called ************& were unsuccessful with speaking with anyone after getting transferred several times. On 2/20/24 ************** called& spoke w/ ************ "you will have to call & speak with a Fleet Advisor to resolve your issue". 3/8/24 spoke w/******,was transferred 3x,spoke w/***, then to a suoervisor ****,"your company will no longer receive invoices". We have received an invoice every month.6/25/24 called to ask for no more invoices & had to verify acct 3x with 3 different people including a supervisor who only wanted to speak to ********************* ¬ *****************************. We are requesting to be removed from this companies invoice system& for the account to be fully closed as requested 11/16/23.

  Business response

  07/03/2024

  Greetings! 

  We have received the customers complaint and would like to apologize for the inconvenience. 

  P,lease  be advised that your account has been closed per your request and you shouldn't receive any future correspondences regarding a balance. 

   

  Thank you,

  Executive Response Team 

  Customer response

  07/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We are trying to add administrators to our account. We have filled out the documentation, but each time we call, Fleetcor adds additional requirements, refuses to put those requirements in writing, refuses to add our administrators. This is causing us to not receive our monthly bills and causing us to incur finance charges.

  Business response

  07/01/2024

  Goodwill Solac,

  We hate to hear about your ongoing concern with the account update process, and your experience with our support team members.

  After reviewing your complaint, our team has contacted you via phone and email to obtain the necessary documents for an account update.

  As stated during our call, please expect the account update to be completed within 48 business hours of us receiving the required documents. Once the update is completed, a follow-up call will be scheduled to discuss any billing concerns you may have and to offer any necessary assistance with questions regarding account management or expectations going forward. Our agent has provided their direct number and office hours via email communication. 

  Again, we apologize for any inconvenience and hope you find our response and the outlined steps for resolution agreeable. Thank you for taking the time to leave your feedback for us. 
  
  Best regards

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  FleetCor (Fuelman) alleged late payment on our account in March 2024 despite the payment being made online and evidence in the form of screenshots clearly demonstrating a $0.00 balance on March 25, 2024. They then assessed "late fees" of $529.95 in April, $684.64 in May, and $606.55 in June. Based upon the multitudes of BBB complaints, ************************ (***) complaints, and the *** federal court case against them it appears as though we are not the only victim of their unscrupulous business practices.We attempted to communicate with FleetCor via written letter and via call to their customer service line yet the "late fees" keep being assessed and nothing has been done on FleetCor's end. We have completely stopped using the cards and no future charges on our side should be coming.Dolphin **** Services is seeking: 1) A complete waiver of any and all current or future "late fees" assessed and written confirmation of such, and 2) A full and complete closure of the account with written confirmation of such.

  Business response

  06/21/2024

  ******, 
  
  We hate to hear you have experienced issues with our company's fee policy. 
  
  After reviewing your account and the recent billing and payment history, we have compiled the following data:
  
  Invoice Date: 03/01/2024
  Due Date: 03/14/2024
  Amount Due: $1812.24
  Payment Date:03/29/2024
  Payment Amount: $1812.24 (Online)
  
  Invoice Date: 04/01/2024
  Due Date: 04/11/2024
  Amount Due: $2351.67
  Payment Date: 04/16/2024
  Payment Amount: $1821.72 (Mailed to office)
  
  Invoice Date: 05/01/2024
  Due Date: 05/16/2024
  Amount Due: $3007.45
  Payment Date: 05/20/2024
  Payment Amount: $2322.81 (Mailed to office)
  
  Invoice Date: 06/01/2024
  Due Date: 06/13/2024
  Amount Due: $2410.97
  Payment Date: 06/15/2024
  Payment Amount: $589.83
  
  Due to the above payment history, the late fees charged are valid and were charged according to the T&C's of your cardholder agreement. Currently the account does not have any Late Fee waiver offers available without package upgrades. After the most recent payment of $589.83, a balance due of $1821.14 remains owed on the account.
  
  The account in question has been closed per your request, and a close confirmation email was sent on 06/21/2024 to the email address on file.
  If you have further questions or concerns, please contact our customer care team at **************.
  
  Best regards
  

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday May 6th we happened to see (no Fraud Alert arrived) on our statement that fraudulent charges were being made on one of our cards (which was not lost, but always in our possession). Fleetcor started allowing the card number to be used (without the physical card AND without the use of a valid PIN) at multiple ****** fuel stations in ********. We called and were told to report it as unarthorized charges and BLOCK the card on their Universal Premium site... both of which we did immediately. This was on May 6th. Fleetcor/Univerasl Premium then really messed up. They reissued us a new card WITH THE SAME NUMBER which reopened the card and allowed MORE fraudulent charges to happen. Again, we called and were told to go back online and **** these as unarthorized charges and BLOCK the card on their Universal Premium site... both of which we did immediately. This was on May 8th. Again, fraud charges continued to be charged to us! Finally we called May 10th and Fleetcor/UP FINALLY got the card CANCELED in such a way that the card number couldn't be used again. By then over $2500 had been charged to our account. ********************** takes ZERO responsibility for any of this, despite allowing charges without the **** reissuing a card in the SAME number despite us reporting that this card had unauthorized charges, and FAILING to BLOCK the card despite us BLOCKING it online both on May 6th and on May 8th. FLEETCOR refuses to reimburse us for ANY of the losses from their multiple systems failures. After arguing for 2 weeks and opening cases with them, reporting this to the BBB is our last resort. I will also add that we've been customers for 10 YEARS and have spent MILLIONS with their fuel card program, but they will do nothing to help us out when their systems screwed up.

  Business response

  06/10/2024

  *****************************,
  
  After reviewing your recent dispute, it was determined that the denial is within company policy. Please see the details below:
  
  - Card PIN restrictions are not part of the default card settings, however, these can be updated and added through our customer service team. **************** may be reached at **************.
  
  - The card changes performed by the online user account on 05/06/24, and 05/08/2024 were for card replacement only and resulted in a delay in successfully blocking the card/card number for future purchases.
  
  - Your account had ***************************************************************************** our fraud protection program.
  
  - The location(s) of the disputed transactions are within the normal travel range, therefore not generating a fraud alert.
  
  While we understand this may not be the desired outcome, we hope you find our response satisfactory.
  
  Best regards

  Customer response

  06/11/2024

   
  Complaint: 21801914
  
  I am rejecting this response because:

  On May 6th, the day we noticed these unauthorized charges, we did in fact call Fleetcor's customer service and were told to go into their Universal Preimium website and block the card and report the unauthorized charges. We did so. Please see the attached screenshot.  As you can see, one of the final steps states: "Block the Card(s)?  Your card will be blocked permanently.  Press CONFIRM to continue".  We pressed the "CONFIRM" button which should have caused Fleetcor/Universal Preimium to block the fuel card ... as their message states!  However, their system failed to properly block the card.  We did our part as instructed - we pressed "confirm" to block card 0425.  It is not at all our fault that UP/FleetCor not only did NOT block the card after we reported unauthorized charges, but then reissued the same card with the EXACT same number which allowed more fraudulent charges to process for several more days!  Again, these additional charges happened AFTER we disputed the card transactions and clicked "confirm" to block the card.  Their website told us the card was going to be "blocked permanently" when we hit "confirm" but they did not do that.  That FleetCor issued a new card with the same number makes no sense and it was not done at our request, but by a Fleetcor internal systems error or a human error on their end. They again repeated this entire error 2 days later on May 8th when we saw more charges coming through and again called and were again told to repeat the online blocking process.  Only on the 3rd call from us did Fleetcor actually CANCEL the card.  This is NOT OUR FAULT, but a systems error. 

  Also, PINS are definitely required for all charges. In the 10 years we have used these fuel cards, not once has a charge ever gone through without a PIN. Our cards are set up with "prompt only restrictions" according to Universal Premium customer service so they should not be able to be used without a PIN (there are some stations that do not require a PIN, but we contacted the ******** fuel station and their corporate office claims all their stations do require a PIN.  Also, in section 6.4 of the Account Agreement & Account/Card Use Terms, "All transactions in which a valid/unlocked Card number was used in conjunction with a valid/active identification number will be considered to be authorized transactions in which you are fully responsible for payment."  The fuel card ending 0425 was not used with a valid/active identification number.  

  
  Sincerely,
  
  *****************************

  Business response

  06/18/2024

  *****************************,
  
  After reviewing your recent dispute, it was determined that the denial is within company policy. Please see the details below:
  
  - Card PIN restrictions are not part of the default card settings, however, these can be updated and added through our customer service team. **************** may be reached at **************.
  
  - The card changes performed by the online user account on 05/06/24, and 05/08/2024 were for card replacement only and resulted in a delay in successfully blocking the card/card number for future purchases.
  
  - Your account had ***************************************************************************** our fraud protection program.
  
  - The location(s) of the disputed transactions are within the normal travel range, therefore not generating a fraud alert.
  
  While we understand this may not be the desired outcome, we hope you find our response satisfactory.
  
  Best regards

  Customer response

  06/21/2024

   
  Complaint: 21801914
  
  I am rejecting this response because:

  This is completely deceptive and untrue: 

  - The card changes performed by the online user account on 05/06/24, and 05/08/2024 were for card replacement only and resulted in a delay in successfully blocking the card/card number for future purchases.

  No, we phoned their customer service line and told them the charges were fraud. Fleetcor TOLD US both on May 6th and May 8th to go online to their website to file a dispute (citing the reason "unauthorized charges") and we were told that this would BLOCK the card.  BLOCK means BLOCK, not we will replace it with same number so fraud can continue! 

  
  Sincerely,
  *****************************

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 30th - May 2nd, 2024 there were 4 fraudulent charges on one of our ARCO fleet credit cards. **** is refusing to reverse the charges due to us having more than 10 cards on our account. However, we dealt with the same issue in Oct of 2022 and added Fraud Protection at and extra $62.00 per month. We were happy to have the protection for peace of mind. Unbeknownst to us, they dropped the fraud protection from our account in December 2023. We were never informed. When this current fraud happened we figured we were covered until they informed us they dropped us from protection. They added it back but meanwhile we are asking for a credit of $868.00 for the 4 fraudulent charges. American City ************** has been a customer for over 30 years spending about $14,000 per month.

  Business response

  05/31/2024

  Greetings!

  We have received the complaint and want to thank you for the opportunity to address your issues.

  It is stated there is some confusion and disagreement on the outcome of a previously submitted fraud dispute. We researched the inquiry. Please see our findings below. 

  *It was confirmed that back in 7/2019, an Administrator on the account called and requested to be opted out of the Fraud Protection Program. It was later discovered that there is record of the customer contacting **************** to enroll in the Fraud Protection Plan as of: 8/11/2022.  

  Due to the account not being actively enrolled in the Fraud Protection Program, the dispute was denied. There was not any additional information provided to overturn the decision. At this time, it will remain in the denial status. 

  If there are any supporting documentation you would like to present for reconsideration and review, please be encouraged to respond. 

  Thank you, 

  Executive Response Team 

   

  Customer response

  06/03/2024

   
  Complaint: 21723750
  
  I am rejecting this response because: you just stated we are enrolled in Fraud Protection. Yes, that is true. We have been in Fraud Protection since November of 2022. Why are you not honoring this fraud dispute?  
  
  Sincerely,
  
  ***********************

  Business response

  06/11/2024

  Greetings!

  We would like to thank you for the opportunity to address your issue. You filed a complaint due to the **************** denying your dispute. 

  Upon review of your complaint, there may be some confusion that needs some clarification. 

  We only see a dispute filed dating back to 7/2022. In your complaint, you referenced transactions that occurred in April/May of this year. If this is accurate, can you please provide the denial letter or compromised card number? We show no record of any other disputes. 

  Please provide this information at your earliest convenience. 

  Thank you, 

  Executive Response Team 

  Customer response

  06/12/2024

  Please see attached Fraud documents and emails. 

  Business response

  06/21/2024

  Greetings!

  We received your complaint for assistance contesting the outcome of a previously submitted fraud dispute. It was denied and you requesting reconsideration. 

  Upon review of your complaint, we discovered the following:

  There is reference to you having Fraud Protection on the account, but at this time, we are unable to confirm your enrollment. 

  *8/12/2019 - The customer received an email about being enrolled, they are not interested. Opt account out of Fraud Protector.

  The account was never actively enrolled into the program until 2022. However, the account was opted out again per request as of 9/2023. 

  A courtesy credit in the amount was extended in the amount of: $3478.65. Due to these reasons, the denial will remain in its current status. 

  Thank you, 

  Executive Response Team 

  Customer response

  06/25/2024

   
  Complaint: 21723750
  
  I am rejecting this response because:

   

  We DID NOT OPT OUT of Fraud Protection 9/23. Can you provide proof? 
  
  Sincerely,
  
  ***********************

  Business response

  07/22/2024

  Greetings!

  We would like to thank you for the opportunity to address your issue. Your account was reviewed, please see our findings below. 

  - Upon review of the account, we have confirmed that there was a request to be opted into the Fraud Protection program as of: 8/15/2022. Though you requested to be opted in and the Agent flagged the account appropriately, the account was not properly enrolled due to a technical glitch.

  - An approval was granted to credit the amounts of the suspicious transactions in question totaling: $868.00 in the form of a check. It will be sent to the address on file. Please allow 30 days for the check to be processed and received via mail courier.

  We would like to apologize for the confusion and hope this provides the necessary clarification. 

  Thank you, 

  Executive Response Team 

  Customer response

  07/23/2024

  This is the resolution I was hoping for. However, I would like to keep the file open until the promised check is received. 
  thank you. 

• Initial Complaint

  05/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to express my utmost disappointment and concern regarding a critical error made by FleetCor Technologies in the reporting of payment information to the credit bureaus, specifically regarding ************************** LLC. It has come to my attention that you have erroneously reported that ************************** LLC (Acct# ******** was ** days late on its payment obligations.Let me clarify the facts: the bill for *** was not due until 5/9/2024, and it was promptly paid on 5/7/2024. Despite this, your records indicate otherwise, which is a severe misrepresentation of ************************** LLC's financial standing.Attached to this email, you will find irrefutable evidence of the timely payment, including the *** debit payment details with transaction numbers and your own statement indicating the due date. This discrepancy not only tarnishes ************************** LLC's creditworthiness but also undermines its reputation in the business community.I hereby demand that you rectify this error promptly contacting the relevant business credit bureaus, such as Experian, Dun & Bradstreet, and any others involved, to correct the misinformation regarding ************************** LLC's payment history. Failure to do so will leave me with no choice but to pursue legal action to ensure that justice is served.I trust that you will treat this matter with the seriousness it deserves and take immediate action to correct your mistake. I expect your prompt confirmation of the corrective measures taken.Sincerely,*****************************

  Business response

  05/16/2024

  ******,
  
  After reveiwing your account's billing and payment history, we identified the following:
  
  - An online payment processed on 03/29/24 for $194.45 resulting in a credit balance of $104.35.
  - The invoice that generated on 04/01/24, and due on 04/11/24 for $143.35, resulted in a balance owed of $39.00
  - This amount went unpaid through the next two invoice cycle dates of 04/15/24 and 04/29/24.
  - Payment for $39.00 was processed on 05/06/24. 
  - Payment reporting is accurate according to payment history. 
  - We urge all customers to make payments in full by the due date to avoid any negative impact or fees associated with late payments as these accounts are non-revolving.
  
  If you have any further questions or concerns, please contact our customer care team by dialing the toll free number located on your cards and invoice statements, **************.
  
  Thank you for your patience while we researched your complaint. 
  
  Best regards

• Initial Complaint

  05/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 4/15/24 I received an email indicating my statement was ready. I logged into their website. The statement was not there, but since they have deceptive practices and will charge you enhorbent fees when a payment is one day late, I clicked on make payment. I clicked on pay current balance. I assumed it was the full payment, as the statement did not appear yet. Turns out it was short *****. got a late fee the next month in the amount of $563.96 for a $***** payment shortage. They have deceptive practices. They pray on consumers and make huge profits off their website mistakes.

  Business response

  05/09/2024

  Greetings!

  We would like to thank you for the opportunity to address your concerns. We were limited on the assistance we could provide due to not making successful contact. There were attempts to contact you via phone and by email. 

  If assistance is still needed regarding this matter, please feel free to reach out to a member of the team to assist. 

   

  Thank you, 

  Executive Response Team 

• Initial Complaint

  04/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My complaint mainly involves last fees accessed to my account on occasions when the creditor changed the original due date agreed upon without notice, due to upcoming holiday and then charged late fees when payment was made on original due date. This happened on at least 2 different occasions and their remedy was to have you upgrade your monthly plan in order to have the fees removed. Then the creditor stopped sending weekly invoices while not maintaining an accurate website with up to date payment information and due dates. After many phone calls about these issues, creditor took no responsibility for upholding their part of the credit agreement and continued to access late fees. Finally, I paid my remaining balance after it was clear that they would not amend their mistakes, informed them in writing that I had done so, minus the unjust $77.00 late fee, and that I was not going to use my card again essentially closing my account. As of today they continue to charge lates on the original late fee. For over 2 years there was never any issues with my account, payments or late fees. During that time I received regular weekly invoices. These issues only started when they stopped sending invoices and changed payment due dates without notice.

  Business response

  05/07/2024

  Greetings,

  Thank you for allowing us the opportunity to improve your experience with us. I have resolved your issue by taking the following actions:
  
  A credit of $156.00 for the late fee has been applied to your account for the late fee. 
  A credit of $13.99 for the premium package fee has been submitted and will applied to your account within 24 to 48 hours. 
  As you requested, your account is closed and a confirmation email has been sent to you. 
  
  If you need further assistance, please send an email to *************************************** and enter your account number and ********************** name in the subject line, and you request in the body of the email. Your reference number is 16887569.
  
  Best regards,
  Corpay^

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Throughout the years, this company has charged egregious and fraudulent charges. I fought with them many times to have the fees reversed. Most recently they charged me a $466.79 late fee and a $24.21 finance charge on a bill that was $1,546.79. Every month I receive my bill after the due date. I have contacted them several times over the years complaining that the bills are not reaching me in time for the due date. Nothing has been done about it. They do send emails letting you know that a new invoice is available, but you have to log into the website in order to view the bill. I have so many business emails that I always fear that I will miss the bill and that's why I wanted to continue to receive mailed invoices. They also do not have any way to set up notifications for reminders for upcoming or overdue invoices. Nor do they have an option for autopay Everything they do is a scam to make more money. . When you do try to log into the website, you have to do it no less than two times in order for the website to function. This month when I tried to log into the website for my bill, I was not able to access it after many attempts. Only to find out two weeks later that they charged me $491, which is ridiculous. Especially considering I have been a long time customer who pays my bills on time. They have done this to me before (when the fees were not my fault) and after hours on the phone and a lot of time passed, they did reverse the fee.I am tired of spending so much time trying to resolve issues with them. Any time I try to call the representatives tell me they have to escalate the call to a supervisor. A lot of times, I never hear back from them.

  Business response

  04/23/2024

  Greetings, 
  
  Thank you for allowing us the opportunity to improve your experience with us. I have resolved your issue and the details are outlined. 
  
  A credit was submitted for the late fee and interest charge totaling $491.00. 
  We received approval for your billing terms change from Net 7 to Net 14. You are billed on the first and the sixteenth of the month. The change will take place on your next report date. 
  A credit of $50.00 was submitted for the setup fee for auto-pay. If you choose not to setup auto-pay, the credit will remain as a courtesy. 
  
  As we discussed, the late fee could trigger a credit risk fee on your next report. If the fee is on your next report, please contact me and I will ensure the fee is removed and a credit submitted. 
  
  Your reference number is MH16735797. 
  
  Thank you for your time. We value your business. 
  
  Best regards, 
  Corpay^

  Customer response

  04/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, if they give me the credits and do not charge me higher rates and fees in the future as promised, this resolution will be satisfactory to me.
  
  Sincerely,
  
  *******************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩