Complaints

This profile includes complaints for WEX, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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WEX, Inc. has 38 locations, listed below.

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• 

  WEX, Inc.

  1 Hancock St Portland, ME 04101-4217

• 

  Electronic Funds Source LLC

  1104 Country Hills Dr Ste 700 Ogden, UT 84403-2435

• 

  Wex, Inc.

  5135 W Cypress St STE 104 Tampa, FL 33607

• 

  Electronic Funds Source LLC

  1104 Country Hills Dr Ste 700 Ogden, UT 84403-2435

• 

  WEX, Inc.

  700 26th Ave E West Fargo, ND 58078-6617

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/25/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 3/24/25 WEX approved 2 transactions for $1400 without approval from my company. No one can give any explanations why these 2 transactions where approved after 12 times that day being denied. No reason given. Know they want me to pay that amount immediately with out even allowing me to find out the reason or resolution process .

  Business Response

  Date: 03/28/2025

  BBB Complaint #********
  ****** *******

  
  Please accept this response to the complaint filed by ****** ******* regarding transactions posted to their account. ********************** appreciates the BBB bringing this to our attention. As a company that prides itself on helping its clients operate better and more efficiently, we take these complaints seriously and do our best to investigate what occurred.

  
  Following the BBB Complaint posting, the customer filed a dispute for the referenced transactions. Resolution to the customers dispute takes an average of 60 90 days to complete and, once complete, the resolution letter will provide additional detail.

  
  The customer may contact the ********************** Receivables team with any questions at ************. 

• Initial Complaint

  Date:03/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My fuel card from WEX was charged fraudulently and they are refusing to dispute charges and refund me my money. Claiming it was a phishing attack but WEX should have had protection in place and insurance to cover this kind of charge.

  Business Response

  Date: 03/24/2025

  BBB Complaint 23089071
  ****** Suerkulov

  
  Please accept this response to the complaint filed by ****** Suerkulov regarding a fraud dispute on their WEX commercial card account. ********************** appreciates the BBB bringing this to our attention. As a company that prides itself on helping its clients operate better and more efficiently, we take these complaints seriously and do our best to investigate what occurred.

  The customer opened a commercial card account in December of 2018.   In February 2025, the customer followed the dispute process with WEX for multiple transactions occurring between January 21-January 28, 2025. The dispute was filed on February 6, 2025. 

  The WEX Fraud team conducted a thorough investigation and determined that the fraud occurred as a result of phishing, leaving the customer liable for payment in full of the disputed transactions. A resolution letter was sent to the customer on February 19, 2025 that provides additional detail. The customer filed a rebuttal form on March 4, 2025 with additional information and received an email response from the WEX *********************** on March 10, 2025 upholding the original decision.

  The customer is encouraged to contact our *************************** at ************** or their Account Manager if they need any guidance on the account protection features available for their card account.

  Customer Answer

  Date: 03/25/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have submitted as required fraudulent form. My unsatisfactory is related to the fact that *** didn't send me an email notifying first about fraudulent charges, second didn't blocked the account, third did let inactive card get activated and charges occurred, fourth how did whoever did this got into the account to activate the card?
  
  And why is phishing charges are not disputed? isn't phishing is fraud?
  
  attaching the email notification efs sent me once before when fraudulent charge happened, and this time never received any email.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Ruslan

   

   

  Business Response

  Date: 04/01/2025

  BBB Complaint 23089071
  ****** Suerkulov

  
  Please accept this response to the rejection filed by ****** Suerkulov.

  
  As previously indicated, the WEX Fraud team conducted a thorough investigation and determined that the fraud occurred as a result of phishing. The phishing was a result of the customers insufficient security precautions and controls, which does leave the customer liable for charges.  As previously indicated, the resolution letter sent to the customer on February 19, 2025 provides additional detail. 

  
  The customer is again encouraged to contact our *************************** at ************** or their Account Manager if they need any guidance on the account protection features available for their card account.  
  

  
  

• Initial Complaint

  Date:03/03/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  COMPANY INFORMED ME ON A RECORDED CALL I WOULD NOT GET ANY CHARGES AND THE ACCOUNT WOULD BE CLOSED SINCE IT WAS NEVER ACTIVATED BUT KEEP TRYING TO COLLECT MONEY

  Business Response

  Date: 03/11/2025

  BBB Complaint 23013356
  ***** *******

  
  Please accept this response to the complaint filed by ***** ******* regarding fees assessed on their account. ********************** appreciates the BBB bringing this to our attention. As a company that prides itself on helping its clients operate better and more efficiently, we take these complaints seriously and do our best to investigate what occurred.

  
  Our records indicate the customer opened a commercial fuel card account on November 13, 2024.  Invoices generated on November 15th and December 15th of 2024 consisted of monthly card charges, an account set up and paper delivery fee. As a result of non-payment, finance charges (late fees) were assessed and appear on the January 15 and February 15 invoices. The fees incurred on the invoices were disclosed in the terms and conditions of the account that the customer agreed to at the time of account opening.  

  
  The customer terminated the account on February 5, 2025 indicating they no longer wanted the card.  A portion of the fees were waived as a courtesy upon termination.  We have processed waiver requests for the remaining fees, two late fees and two paper delivery fees.  Confirmation of the waiver request approvals were emailed to the customer today.  The waiver process takes one billing cycle and will leave the terminated account with no balance. 

  
  We extend our apologies for any frustration the customer experienced during their interaction with WEX with regards to the fee assessments and waiver requests.  The customer can contact ********************** **************** at ************ for any additional questions or concerns. 
  

  
  

• Initial Complaint

  Date:02/21/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Urgent Issue Regarding Wawa Fleet Card Charges Dear [Recipients Name],I recently opened a Wawa Fleet gas card account through ********************** Bank and used it once to purchase gas for $33.15. When attempting to make a payment, I encountered multiple issues. I first tried using the mobile app, which did not work. I then attempted to pay via phone, but was informed that payments could only be processed through the automated system. Unfortunately, that system also failed to process my ********** a result, I mailed a check on 1/4/25. I monitored my bank account, but the check was never cashed. On 2/11/25, I called customer service to inquire about the payment and was informed that they had not received it. At that point, I made the payment through the phone system, which required multiple attempts due to its sensitivity to background noise. Eventually, the payment of $35.17 was successfully processed. I received an email confirming the payment on 2/11/25, showing a current balance of -$1.82.However, on 2/20/25, I received another email stating that my mailed check had finally been processedsix weeks after being sent. At first, I planned to accept the duplicate payment, but then I noticed an additional $99.83 in late fees. Had these charges been clearly communicated, I would have addressed them at the time of payment. Additionally, when I spoke to customer service about the missing check, I was not informed that a $50 late fee had already been ********** make matters worse, my card was suspended due to the missing payment, and when the check was finally processed, I was charged another $50 to reinstate the card. At no point was I notified of these penalties. As a small business owner, this is a significant expenseone that requires six additional hours of work just to cover. Given the multiple payment system failures and lack of communication regarding fees, I respectfully request a review of this companies practices.

  Business Response

  Date: 02/28/2025

  BBB Complaint #********
  ***** *******

  
  Please accept this response to the complaint filed by ***** ******* regarding fees assessed on their account. ********************** appreciates the BBB bringing this to our attention. As a company that prides itself on helping its clients operate better and more efficiently, we take these complaints seriously and do our best to investigate what occurred.

  
  The customer opened a commercial fuel card account on November 21, 2024. Their first invoice generated on January 15, 2025 for the balance of $33.15. The invoice due date was January 30, 2025.  We do offer multiple payment options, which were listed on the invoice, including pay by phone and payment online, both of which are available for the customer to use at any time.

  
  Our records indicate the customer contacted a service agent on February 11, 2025 to inquire about the status of the account.  The account balance at the time of this call was $33.15, as the other fee assessments did not post to the account until the February 15, 2025 billing statement.  The customers payment made that day by phone of $35.17 correctly left the account balance at -$1.82.  

  
  The second invoice dated February 15, 2025, Page 3, details the fees that were assessed; $75.00 late charge, $50.00 reactivation fee and $10 paper delivery fee. The late charge and reactivation fee were a result of the late payment.  These fees are detailed in the WEX Account and Service Agreement the customer acknowledged at time of account opening. The account agreement link is also listed on the invoice.

  
  Unfortunately, as the customer indicates, the check payment of $33.15 was not received by the January 30, 2025 billing due date and did not post until February 20, 2025.  No reactivation fee was assessed at the time of check posting.  Our records indicate the customer paid the balance of $99.83 in full by phone and closed the account on February 21, 2025.

  
  The customer may contact the ********************** ***************** team with any questions at ************.
  

  
  

  Customer Answer

  Date: 02/28/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

   

  Subject: Concerns Regarding Billing and Late Fees
  
  Dear Wex, Customer Service,
  
  I am writing to express my concerns regarding my recent billing experience. I attempted to pay my balance five days after using my card but was informed over the phone that I could not make a payment until I received a bill in the mail. However, upon seeing the bill in my app, I attempted to pay over the phone but was repeatedly disconnected. As a result, I mailed a check to your office on January 4, 2025.
  
  I am struggling to understand why it took until February 20 to post my payment. ( days after I paid over th phone in full. Additionally, when I made a payment over the phone on February 11, my account showed a credit of $1.82. There was no indication at that time of any outstanding late fees. At what point between February 11 and February 20 were these fees applied, and why were they not reflected in my account earlier? Why did I have to struggle to actually pay my bill? I never worked or took so many hours of time paying a $35 bill, only to have an additonal charges myteriously appear.
  
  Furthermore, I was never notified of the late fees, the account closure, or the $50 charge to reopen my account. These charges were not communicated via email, mail, or the app. As a small business owner, an unexpected $175 charge due to inefficiencies in your system is unacceptable. This lack of transparency and communication is concerning and reflects poorly on your companys business practices.
  
  I expect a clear explanation of these charges and the timeline of events regarding my payments and fees. Please provide clarification at your earliest convenience. I am happy to provide a copy of the check dated January 4th 2025.
  
  Sincerely,
  ***** *******
  
  ******* Car Servicce, LLC
  
  
  FAQ
  
  
  

   

   

  Business Response

  Date: 03/04/2025

  BBB Complaint #********
  ***** *******

  
  Please accept this response to ***** Vilardis additional comments.

  
  The first invoice was generated on January 15, 2025 and was due January 30, 2025.  The option to make a payment online or by phone automated system was available during this timeframe. Checks sent by mail to the lockbox (P.O. BOX ********************* 60197-6293) can take up to two business days to process and post to the account upon receipt.  Mail is picked up seven days a week. While we do not doubt the customer mailed the check on the date indicated, WEX, unfortunately, has no control over the time it takes for mail delivery by the Postal Service. 

  
  The requested timeline of events appears as follows:

  
  1/15/2025- Invoice statement is generated for $33.35, due date 1/30/2025
  2/4/2025- Account suspension warning was emailed to customer as a result of non-payment
  2/10/2025- Account was suspended for non-payment
  2/11/2025- Customer calls and speaks with customer service, is transferred to automated system and makes payment of $35.17 
  2/12/2025- Reactivation fee of $50 is assessed, removing account from suspended status 2/14/2025- Paper delivery fee of $10 is assessed
  2/15/2025- Late charge of $75 is assessed
  2/15/2025- Invoice statement is generated for $133.18, due date of 2/28/2025 
  2/20/2025- Check payment of $33.35 posts to account
  2/21/2025- Customer calls and speaks with customer service, requests account termination and is transferred to automated system, makes payment for balance of $99.83
  2/21/2025- Account terminated based on customer request

  
  The above referenced fees, also listed on Page 3 of the February invoice statement, are assessed in accordance with the terms detailed in the WEX Account and Service Agreement, as indicated in the previous response. Methods of payment delivery are also listed on the invoice statement. Fees related to late payment could have been avoided by timely remittance of balance due.

  
  The customer may contact the ********************** ***************** team with any questions at ************.

  
  

• Initial Complaint

  Date:02/18/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am waiting on $175 worth of fees to be waived so I can successfully close my account. This is ridiculous for never having been late or behind on this charge account. I originally got this to help my business credit but had to deposit funds via wire for them to even open it. Had it for a while and then left the country for an emergency. Come back and $50 late fees, $50 reactivation fee $75 finance charge were all added a few days before my payment was due. Take this I only owed $40 on this account. I just want this account closed. Please get these taken care of and stop having me wait 2 weeks for the fees to be waived. I just want to end this account and this chapter with wex. Every time I had issues the phone call was useless I had one of my cards be denied at pump every day and called and they just kept saying try again. Wait a few days. Never doing business again. Stay away

  Business Response

  Date: 02/27/2025

  BBB Complaint #********
  ***** Cortes 

  
  Please accept this response to the complaint filed by ***** ****** regarding fees assessed on their account. ********************** appreciates the BBB bringing this to our attention. As a company that prides itself on helping its clients operate better and more efficiently, we take these complaints seriously and do our best to investigate what occurred.

  
  The customer opened a ********************** commercial card account on April 25, 2023.  The customer submitted their January invoice payment on the due date of January 30, 2025.  The payment was returned on February 5, 2025 and replaced the next day with a payment from **************  As a result, a late charge of $75.00, a return payment fee of $50 and a reactivation fee of $50 were assessed on the account. Our records do not indicate any communication from the customer advising that the account should not be reactivated.  These fees were detailed in the February 15, **************************************** the WEX *************** agreement the customer consented to at the time of account opening.  

  
  The customer requested a courtesy waiver of the fees. Courtesy waivers are subject to approval and not guaranteed.  After consideration, WEX has approved the waiver request for the fee balance of $175. The customer terminated the account on February 15, 2025 and our records indicate the customer account is closed with a zero balance.

  
  The customer may contact the ********************** ***************** team with any questions at ************.
  

  
  

  Customer Answer

  Date: 02/27/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Thank you for ending our business on good terms and concluding this chapter. 
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:02/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of 12/12/24 to 12/14/25 amount of $ ******** I am filing this complaint regarding an issue with Fleet One EFS Card related to fraudulent transactions and lack of adequate fraud protection measures. I recently experienced unauthorized transactions on my account, and despite reaching out to Fleet One EFS, I have not received proper assistance in resolving the ********** of my major concerns is that Fleet One EFS does not provide timely fraud alerts or proactive notifications when suspicious activities occur on the account. This has resulted in financial losses that could have been prevented with better fraud monitoring. Additionally, the dispute resolution process has been slow and ineffective, leaving me without a resolution despite providing all necessary documentation.I am requesting BBBs assistance in escalating this issue and ensuring that Fleet One EFS takes proper action to address fraudulent transactions, improve their fraud prevention policies, and enhance their customer support for dispute resolution. I would appreciate a prompt investigation and response from Fleet One EFS regarding this matter.

  Customer Answer

  Date: 02/24/2025

  I am following up on my complaint against WEX ***** which I previously submitted through the BBB. As of today, I have not received any response from the business regarding this matter.
  To recap, my complaint involves unauthorized transactions totaling $31,758.34, which WEX failed to prevent, investigate properly, or refund. Despite multiple attempts to resolve this issue directly with the company, they have remained unresponsive and unwilling to take responsibility.
  I would appreciate any updates on the status of my complaint and any further actions that the BBB can take to encourage a response from WEX. Please let me know how I can proceed further if WEX continues to ignore this matter.
  Thank you for your time and assistance. I look forward to your prompt response.
  Sincerely,

  ******** Lisniakas 

  Cell# ************ 

  Business Response

  Date: 02/27/2025

  BBB Complaint #********
  ******** Lisniakas

  
  Please accept this response to the complaint filed by ******** Lisniakas regarding a fraud dispute on their account. ********************** appreciates the BBB bringing this to our attention. As a company that prides itself on helping its clients operate better and more efficiently, we take these complaints seriously and do our best to investigate what occurred.

  
  The customer followed the dispute process with WEX for multiple transactions that occurred from December 12-December 14, 2024.  The customer filed the dispute on December 18, 2024. The WEX Fraud team conducted an investigation and, based on that investigation, determined that the fraud occurred as a result of phishing. As a result, the customer is liable for payment in full of the disputed transactions. 
  A resolution letter was sent to the customer on December ******* that provides additional detail.
  
  The customer filed a rebuttal form on January 14, 2025 and received an email response on January 15, 2025 upholding the original decision. 

  
  Our records do not indicate any unreasonable delays handling this dispute resolution or providing responsive information to the customer.  The ********************** fraud team investigated the customers dispute in a manner consistent with its policies and procedures.

  
  The customer is encouraged to contact our *************************** at ************** or their Account Manager if they need any guidance on the account protection features available for their card account. 
  

  
  

  Customer Answer

  Date: 02/27/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   BBB Complaint #******** Dispute Response Rebuttal
  Dear BBB Representative,
  Thank you for providing WEX Inc.'s response regarding Complaint #********. However, their reply is unacceptable and fails to address key concerns regarding their mishandling of the fraud dispute. Additionally, there have been no resolutions made so far, and WEX has failed to provide any concrete steps toward a fair resolution.
  Key Issues with WEX's Response:
  Failure to Prevent Fraudulent Transactions:
  WEX failed to notify us of suspicious activity, even though our daily spending does not exceed $5,000, yet fraudulent transactions totaling $31,758.34 were processed within two days (12/12/2024 - 12/14/2024).
  WEX did not flag this unusual pattern or take any proactive measures to protect our account.
  Lack of a Proper Investigation:
  WEX refused to provide specific details regarding its investigation process and simply labeled the fraud as phishing without further justification.
  No supporting evidence was provided to explain how this determination was made.
  When we contacted the merchants involved, they denied responsibility and had no record of these transactions, raising concerns about the legitimacy of WEXs claim.
  Inadequate & Unfair Resolution Process:
  WEX denied our dispute without a proper review and then upheld the decision without considering the additional evidence we submitted in our rebuttal on 01/14/2025.
  The denial email on 01/15/2025 was a generic response, showing no willingness to address the actual fraud issue.
  WEX has repeatedly instructed us to contact merchants and law enforcement, passing the responsibility onto us rather than conducting a thorough investigation themselves.
  At this point, no resolution has been made, and WEX continues to avoid accountability.
  Requested Action from BBB:
  We request that BBB hold WEX accountable for failing to properly investigate and handle this fraud case. We are seeking:
  A full refund of the disputed transactions totaling $31,758.34.
  A clear and transparent fraud investigation report from WEX explaining how they determined this was phishing.
  A full review of WEXs fraud prevention policies to ensure future fraudulent transactions are properly identified and prevented.
  WEXs actions demonstrate negligence and possible internal fraud, and we demand a proper resolution. If WEX does not cooperate, we are prepared to escalate this matter to federal regulatory agencies, including the **** and ***, as well as legal action if necessary.
  We appreciate BBBs role in mediating this dispute and look forward to an appropriate resolution.
  Sincerely,
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  Business Response

  Date: 03/12/2025

  Please accept this response to the rejection filed by ******** Lisniakas.

  WEX conducted a thorough review of the customer's account and addressed the issues brought up by the customer in our previous responses.  We consider this matter closed.

  Customer Answer

  Date: 03/13/2025

  BBB Complaint #******** Matter Not Resolved, Action Required  Dear BBB Representative,
  I am writing to formally dispute WEXs response regarding Complaint #********. Their claim that the matter has been thoroughly reviewed and closed is completely inaccurate, as the issue remains unresolved and no corrective action has been taken to address our concerns. Key Points of Dispute:
  WEX Failed to Provide a Proper Investigation
  WEX did not present any evidence supporting its claim that the fraudulent transactions were a result of phishing.
  No details have been provided regarding how WEX conducted its investigation, making their determination highly questionable.
  The Disputed Charges Remain Unresolved
  We have not received a refund for the fraudulent transactions totaling $31,758.34 that occurred between December *****, 2024.
  WEX continues to hold our company liable for these fraudulent charges without just cause.
  WEX Has Avoided Direct Communication and Accountability
  We attempted to follow up via email and phone, but WEX remains unresponsive or directs us to automated replies.
  Their latest response fails to address any of the specific issues we raised.
  We have NOT received a resolutionthis matter is still open.
  Requested Action from BBB:
  We respectfully request that the BBB take further action to ensure that WEX properly investigates this matter and provides a legitimate resolution. We are seeking:
  A full refund of the fraudulent transactions totaling $31,758.34.
  A formal explanation from WEX detailing their investigation process and justification for denying our claim.
  A review of WEXs dispute resolution practices to determine if they are operating within consumer protection laws.
  If WEX refuses to take appropriate action, we will be escalating this matter to federal regulatory agencies, including the **** and ***, as well as pursuing legal action for failure to comply with consumer protection laws.
  We request a timely response to this issue, as WEXs unwillingness to cooperate continues to cause financial harm to our company. Please confirm the next steps.
  Sincerely,
  FAQ
  
  Regards,

  ********

   

   

  Business Response

  Date: 04/07/2025

  Please accept this response to the rejection filed by ******** Lisniakas.

  As previously indicated, the WEX Fraud team conducted a thorough investigation and, based on that investigation, determined that the fraud occurred as a result of phishing. As a result, the customer is liable for payment in full of the disputed transactions.  We consider this matter closed.

  Customer Answer

  Date: 04/07/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Complaint ID: ******** : We do not agree with the conclusion that the fraud occurred as a result of phishing. Phishing is a broad and general term, and we are formally requesting clear, specific evidence showing how it was determined that our company or any of our representatives were responsible for such activity. We believe the fraud was committed by a third party or service provider. Specifically, a card that had been previously closed was reactivated without our authorization, and fraudulent transactions were processed using a different truck and at a different location than those associated with our business. This points to a serious failure within WEXs internal systems and controls, and strongly indicates that the phishing incident occurred on the providers end, not ours. We were not notified of any suspicious activity, nor were any safeguards triggered by the unusual spending behavior a direct violation of industry standards. Furthermore, WEXs handling of this matter appears to be in violation of several federal consumer protection laws, including: The ****************** Protection Act (12 U.S.C. 5481 et seq.) **************************** Act (15 U.S.C. 4158) The *****-*****-****** Act (15 U.S.C. ********) The USA PATRIOT Act (Public Law ******) These laws require financial institutions to: Implement and maintain effective fraud prevention and detection procedures Notify customers of suspicious activity in a timely manner Protect customer financial information Conduct fair, thorough, and transparent investigations WEXs actions including reactivating a closed card without notification, failing to prevent unauthorized transactions, and denying our claim without presenting any factual basis demonstrate a clear lack of compliance with these legal standards. We are formally requesting: All documentation and evidence used to support your phishing conclusion. A detailed explanation of how a previously closed card was reopened and used without our knowledge. A reopening of the investigation, with proper review of the evidence and account activity, including what weve already submitted. We do not accept liability for fraudulent charges that stem from internal system vulnerabilities or failure to notify us. We are seeking a legitimate resolution, and until this matter is properly addressed, we do not consider the dispute resolved. Please confirm how you intend to proceed. If this issue remains unaddressed, we are prepared to escalate it to the ************************************ (****), the ************************ (***), and seek legal recourse. Sincerely, 

• Initial Complaint

  Date:02/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have used Fleetone for years for our fuel needs. On 11/17/24, we noticed there were multiple charges all over ***************** on our account. However, we only have 1 unit/1 driver and 1 active card with Fleetone with a limit of $2800. The charges were well in excess of the limit Fleetone themselves imposed on our company and they were done using cards that are not active on our account and under unit numbers we do not own. I have proof of where my driver was and he was not in any of the states where these charges were made. We advised Fleetone of these fraudulent charges and they "investigated" and told us that nothing was wrong and that we were responsible for all of the charges. Fleetone has now retained a lawyer to extort money and we are receiving harassing and threatening calls and emails. After reading complaints on here, it seems like this has happened to multiple other companies so it makes you wonder if this isn't an inside job. I have reported everything to the *** and the Attorney General.

  Customer Answer

  Date: 02/19/2025

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 02/21/2025

  BBB Complaint #********
  ****** ******

  
  Please accept this response to the complaint filed by ****** ****** regarding a fraud dispute on their account. ********************** appreciates the BBB bringing this to our attention. As a company that prides itself on helping its clients operate better and more efficiently, we take these complaints seriously and do our best to investigate what occurred.

  
  The customer opened a commercial fuel card account on August 17, 2012.  The customer followed the dispute process with WEX for seven fuel card purchase transactions that occurred on November 17, 2024. The WEX Fraud team conducted an investigation and, based on that investigation, determined that any fraud occurred as a result of phishing. We refer the customer to the dispute resolution letter sent via email on November 26, 2024.

  
  Pursuant to the terms of our agreement, the customer is liable for payment in full of the disputed transactions. Our records do not indicate any evidence of harassment or involvement of internal fraud.
  

  
  

  Customer Answer

  Date: 02/24/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  My response: 

  Any other time we have had fraudulent transactions with a bank or credit card, we have never been held liable and the company immediately declines the transactions. We have never had to pay for fraudulent transactions that were a result of phishing or anything else similar. We do not accept responsibility and we will not be paying for any of those transactions. It is ridiculous to investigate something and determine it is indeed fraudulent and then still hold the victim liable.

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Fazila

   

   

  Business Response

  Date: 03/12/2025

  Please accept this response to the rejection filed by ****** ******.

  WEX conducted a thorough review of the customer's account and addressed the issues brought up by the customer in our previous responses.  We consider this matter closed.

  Customer Answer

  Date: 03/13/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  You all need to be investigated for allowing this to happen to numerous trucking companies; we are not the only company this has happened to. There are multiple complaints of this exact thing happening to different companies but I guess this is a great way to scam people out of their hard-earned money so kudos to you all. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Fazila

   

   

• Initial Complaint

  Date:01/30/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried several different ways to make a payment on my credit card and they have declined my payment everytime I try to make payment to them and now they have frozen my account and they have refused to help me with anything they have been rude and dont speak very good English and they tell me that they can do nothing to help me they just want the money sent and I have tried everything to make it happen but they just send it back and they have maxed out my account and then they freeze my credit card and they said they dont know anything about it so they basically are robbing my credit score and my life and they dont even care about it they dont even have any other payments on it and they sent that one back saying that they didnt get money but they keep charging me for late fees and they are scamming me and they are getting the money so I literally had to block them off my old account because they were taking my money over 800

  Business Response

  Date: 02/13/2025

  BBB Complaint #********
  Customer Name: ***** *******

  
  Please accept this response to the complaint filed by ***** *******. WEX appreciates the BBB bringing this to our attention. As a company that prides itself on helping its clients operate better and more efficiently, we take these complaints seriously and do our best to investigate what occurred.

  
  WEX is unable to identify this customer with the mailing address, telephone number, and e-mail address provided through the Better Business Bureau complaint. As such, we are unable to respond to the complaint. We encourage ***** ******* to respond through the BBB with additional information to help locate the customer, such as a copy of an invoice containing the charge.
  

  
  

  Customer Answer

  Date: 02/26/2025

  The 2 photos I have sent was the invoice pictures from the app cause they dont even send out paper bills and they dont even have a customer service number to call them back you have to write a letter who does that its 2025 lol

• Initial Complaint

  Date:01/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a victim of bank fraud. I made a payment on my wex gas card and the payment was returned. Once I realized this I attempted to make 2 additional payments but this time Wex kept returning my payments and charging me extremely high fees, late payments, return check fees. I only owed $160.08 in gas credit. After Wex kept returning my payment, I paid $71 which is the overdue amount by *************. I called Wex to verify receipt. The *** told me she saw the payment and she put my account back to active. She stated that since I was a new customer and had tried so hard to make payments that she es going to waive the deposit that they were saying I would have to pay to continue using my card. The account went back to active but the $71 payment never reflected on my account. This was 2 days ago. I went to pay the balance today which should be $89.38, Wex suspended the account again and added extremely high fees making my balance $309.08 for a gas charge of $89.38! I tried to resolve this by offering to pay what I owe and close the account. The *** was cold to me and unwilling to work with me. I tried so many times to bring this account current but they kept taking my payment then sending it back to my bank and charging me a return fee. This is unethical and illegal practice. They are making it look like I didnt have funds in my account to pay but intentionally sent my payment back just to jack my account up in fees.

  Customer Answer

  Date: 01/28/2025

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 01/31/2025

  BBB Complaint #********
  ***** **********-*****

  
  Please accept this response to the complaint filed by ***** **********-*****. WEX appreciates the BBB bringing this to our attention. As a company that prides itself on helping its clients operate better and more efficiently, we take these complaints seriously and do our best to investigate what occurred.

  
  The customer contends in the complaint that, due to a fraud issue with their bank, their payment was returned and WEX continued to send payments to their bank to incur fees.  Their attempts to bring the account balance to zero have been unsuccessful due to the additional fees added on to the balance.  Our records indicate the following:
  The customer opened a Commercial ********************** card account on October 17, 2024.  During the month of November, a fuel purchase was made and a statement generated for the balance of $70.80 due December 6, 2024.  When the payment was not received by the due date, the account was temporarily suspended. On December 18, 2024 the customer made a manual payment online for $70.80. The next statement dated December 23, 2024 included a fuel purchase for $25.08 as well as reactivation fee ($50), a late fee ($75) and a Paper Delivery fee ($10) for a statement total of $160.08.  The payment made for $70.80 was returned by the bank  as well as the next two payments the customer made manually in January 2025 of $25.08 and $71.00.  The customer was notified of all three payment returns via letters dated December 25, 2024, January 7, 2025 and January 8, 2025. The referenced $71.00 payment, initially returned by the bank on January 8, 2025, was successfully received via ************* on January 10, 2025 and applied to the account.  

  
  The manual payments submitted for this account that were ultimately returned were initiated and completed by the customer online. These payments were not submitted by WEX.
  The current account balance due is reflected on the most recent invoice statement dated January 23, 2025. The $71.00 credit for the ************* payment can be seen on this statement.  The fees incurred on the prior and current invoices were disclosed in the terms and conditions of the account that the customer agreed to at the time of account opening.  

  
  WEX is committed to customer satisfaction and urges the customer to contact ********************** **************** at ************ to resolve the balance due to avoid any further charges.

  
  

• Initial Complaint

  Date:01/13/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been with Wex Fleet cards for severa years. I have decided to cancel my account as I have better rewards on my business credit card. I have called 3 times and spoke with customers 3 times in the last 3 months. All 3 times I filled out a form and was assured my account would be cancelled. I have since been charged over $300 in fees, service fees and reactivation fees. They also keep activating my card. I will never do business with them again.

  Customer Answer

  Date: 01/23/2025

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 01/27/2025

  Please accept this response to the complaint filed by ******** *********. WEX appreciates the BBB bringing this to our attention. As a company that prides itself on helping its clients operate better and more efficiently, we take these complaints seriously and do our best to investigate what occurred.

  
  The customer requested account closure in November and December of 2024. The closure requests appear to have been delayed due to an issue with a balance remaining on the account.  Our records indicate the customer followed up to the account closure request via phone call on January 7, 2025. At this time, the termination request form was sent out and the fee balance was waived. The account was subsequently closed with a zero balance on January 14, 2025.  We extend our apologies to the customer for the delay closing this account and for any inconvenience this situation may have caused. 

  
  The customer may contact the ********************** ***************** team with any additional questions at ************.