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Complaint Details
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Initial Complaint
08/14/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Our company has been a great customer of ********************** and has never paid late. There was a national disaster that knocked all of the power out and we had no phone or internet access. Our bill is due on the 14th of the month and we paid it on the 18th. We actually paid it on the 17th, but because their cut-off time is 3:30 it paid on the 18th. However, this is the first time and we got charged a late fee of $237.52. The payment was only $133 and this was the first time. I called to get a courtesy credit and was told that "it was not WEX's fault or an extenuating circumstance". Courtesy means just that courtesy and it was an extenuating circumstance and we don't NEVER pay late! This is ridiculous and very disappointing to know how WEX feels about their customers. I am requesting a credit to my bill of the $237.52Initial Complaint
07/30/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Shell Fleet WEX *** is NOT being in compliance with their return policy. I closed my account approximately around May 18th which was 72 days ago. Management has no answers on the behalf of where my deposit is. The deposit was supposed to be issued back to me as a check in the mail but no one knows where the check is. When I initially opened my account, my account manger advised me, all deposits will be issued back the same way they came in (Which was a wire transfer). No one is being helpful towards me and i believe they are not trying to pay me my deposit. My deposit amount was $550 Account Name: *********************** Company: Radiomadness Productions Account Number: *************
Business response
08/02/2024
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.
On May 8, 2024, WEX received and processed the customers request to close their account.
*********************** policy is to retain security deposits for one month post-termination to account for any potential further charges or returned payments.
On July 31, 2024, **************** contacted WEX and was advised that WEX initiated a refund on June 17, 2024, and to allow 60 days for processing from this date.
The customer may contact the ********************** ***************** team with any questions at ************.Customer response
08/05/2024
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 decline this offer.
I tried reaching out to WEX more than 8 times and I get an inconsistent answer each time. If my account was closed on May 8, 2024 and it takes 30 days to clear all charges that would mean it's now June 8, 2024. WEX management advised me it would take 4-6 weeks for me to get my check. It's now over eight weeks (56 days) and I still don't have my check. If it take 30 days to clear all charges from the time of closing account (May 8) why was my check processed on (June 17) (40 days) instead of 30 advised in this email?
I demand my check is sent through money wire by me submitting banking information. Management also advised me that my check was sent out in the mail on July 7. No mail deliver in the ************************ takes over 30 days to deliver mail.
WEX is very inconsistent and it's unethical at this point.
Regards,*****
Business response
08/16/2024
On August 8, 2024, a member of the WEX customer service team called **************** to provide instructions for requesting a refund by wire transfer or ACH, and to assist with any additional questions or concerns. As **************** did not answer, the WEX team member followed up by email.
On August 9, 2024, **************** responded via email, stating that he would provide the necessary banking information for the refund to be processed through ACH.
WEX received Mr. ******* banking information on August 12, 2024 and processed a refund via ACH on August 15, 2024. The customer should expect the funds to appear in their account within 1 to 3 business days.
The customer may contact the ********************** ***************** team with any questions at ************.Initial Complaint
07/20/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I used the merchant fueled card for purchase diesel for my business and paid back $704 same day but wex give me a hard time to repay that amount 704$ after servals money transfer from my bank to their bank they are sad I was late for few hours and charged me with 400$ late fees I need to let other business know about their ***** fence thief ways to make extra cash on their customersBusiness response
08/01/2024
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.
To enable customers to make timely payments, ********************** offers the ability to make payments for free online and over the phone, and customers may set up direct debit to pull funds from their bank account. When a customer sets up and uses direct debit, late fees do not accrue on the account.
Pursuant to the terms of the *** WEX Fleet One OTR Business Card Agreement, a late fee of 6.99% per billing cycle is assessed on all past due balances. The late fee is assessed on the first day following the date a payment is due and is not posted to the account by the end of the business day. The late fee will apply to all past due amounts. A minimum finance charge of $150.00 is applied in the event that the calculated rate is less than $150.00. ********s are free to pay their account balance, or any portion of it, in advance of the due date without penalty. Also pursuant to the agreement, a returned item fee of $75.00 is assessed for non-sufficient funds (NSF).
WEX received a notice of non-sufficient funds for a payment submitted by the customer on June 13, 2024. As the customers payment to ********************** was returned as non-sufficient funds, finance charges and a returned item (NSF) fee were assessed in accordance with the terms of the Agreement. As of the date of this response, WEX has not received payment for this invoice statement.
Additionally, WEX has not received the customers payment for the subsequent invoice, and as a result, an additional finance charge was assessed in accordance with the terms of the Agreement.
The customer may contact the ********************** ******** Services team with any questions at **************.Initial Complaint
07/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On my July 2024 invoice, I received a charge for "other adjustments in this period" of $53.88. Not knowing what this was for, I called WEX to ask. After 30 minutes on hold, I was advised due to a late payment, I was billed for a $50 reactivation fee. This is the first time I have ever been late with a payment in years and I was only 6 days late. The customer service agent refused to acknowledge my years as a customer, and stated there was nothing they could do. Upon stating I felt that this fee was unacceptable, they said it was standard procedure. There is no record of tax being charged on this $50 fee yet, the bill is for $53.88.This is poor business practice.Business response
07/18/2024
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.
Pursuant to the terms of the ***** CANADA FLEET PLUS AGREEMENT, payment is generally due 22 days from the billing date specified on the invoice. ********s are free to pay their account balance, or any portion of it, in advance of the due date without penalty. Pursuant to and in accordance with the terms of the Agreement, if payment is not received by the bill due date, or a payment is returned, then interest will be charged at a rate of ******% per day (*****% per annum).
Additionally, the Agreement includes a fee schedule that outlines other potential fees and charges, and indicates that actual charges will be disclosed on the customers billing statement.
The customers payment for the May 2024 Invoice Statement was due on May 28, 2024. As WEX had not received payment from the customer, their account was suspended on June 7, 2024.
The customers payment for the May 2024 Invoice Statement was received on June 10, 2024, and their account was reactivated the same day. As the customer submitted payment to ********************** after the bill due date for the May 2024 Invoice Statement, a finance charge and reactivation fee were assessed in accordance with the terms of the Agreement.
WEX has approved a one time waiver of the finance change and reactivation fee in the amount of $53.88. The credit will be reflected on the customers next Invoice Statement.
On July 17, 2024, a member of the WEX customer service team called **************** to assist with any additional questions, and from WEXs perspective, satisfactorily addressed ****************** concerns.
The customer may contact the ********************** ******** Services team with any questions at ************.Initial Complaint
07/07/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
My complaint is against WEX **** relating to an buisness WEX Universal Fleet Credit Card application number O-******** submitted date: June 26, 2024. This application was submitted by me for my ************************* & supply needs.However I submitted this application on June 26th, 2024 and I didnt get an instant decision but did get an email stating I needed to upload my driver license for verification and I did submit my driver license.The very next day I received another email stating they needed my EIN document number that verifies my Buisness, and I did submit that on June 27,2024.Than I received a response email saying they will finish the approval of my credit application no later than 5-7 days I had to call in numerous times to Wex sales **** why my credit card application isn't decisioned even thou I uploaded and all requested documents and ************************* response was that they are short staff and that also they see I have a security freeze on my credit reports is to why my application is still pending.I replied back that as checking all my credit reports I do not have a security freeze or fraud alert on my file as of July 07,2024 The Wex agent ******* said he sent the credit **** a message that there isn't a freeze preventing any application errors to still pend.He stated my application will be decision an approval in the next two days after I spoke with the agent.I feel my application isn't being processed in a fair merit approval process expecially after giving this bank my Buisness documents to only be ignored without no reason or merit to warrant no response.In this complaint I have attached the same Buisness supporting documents along with my driver license to prove my identity and my Buisness.I have no clue why didn't I just get an instant email approval after submitting the legit documents requested like other consumers who applied for this card.Business response
07/15/2024
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 applied for a ********************** card on June 26, 2024.
It was determined that additional documents were needed in order to further review the customers application.
********************** received documentation from the customer on June 27, 2024, which was submitted for a re-review of the customers application. During the re-review it was determined that a security deposit would also be required. This information was relayed to ************ on July 10, 2024.
The customer may contact ********************** with any questions at ************.
Customer response
07/15/2024
[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 #********Initial Complaint
06/28/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
The billing system for Exxon and Shell is basically a ripoff with 26 or 24 day billing cycles, whatever they decide to do, which cause due dates to change at any time!! No auto-pay for all acounts, and also can end up with 2 due dates in the same month!!!! Also, when it comes to due dates, if payment is due on 27th, but paid after 3p, it is still considered late! Therefore an instant late fee!! No consideration that it was paid on the date! If I had auto-pay this would eliminate alot of frustration because I literally have to BABYSIT this account with changing due dates, additional due dates per month, and keeping up with the time ON THE DUE DATE!!! As soon as I get a grip on this inflation, I will be paying this card off and closing it instantly!!!!! I will not ever recommend this card to ANYONE and my husband is a dispatcher for many drivers and companies, he won't utter a word!!!Business response
07/10/2024
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 sent an email to the customer each month on the business day after the billing cycle ended. This email alerted the customer that their invoice was ready to view in their online account.
The customers ********************** accounts do not allow for recurring automatic payments. To enable customers to make timely payments, ********************** offers the ability to make payments for free online, over the phone, or by mail. This information is provided on page two of the customers monthly invoice statement under Payment Information.
Pursuant to the terms of the WEX FLEET FLEXCARD BUSINESS ACCOUNT AGREEMENT, the payment due date generally will be between 22 and 26 days from the billing date specified on the invoice. The invoice closes on the same day every month. ********s are free to pay their account balance, or any portion of it, in advance of the due date without penalty. If payment is not received by the bill due date, finance charges are assessed in accordance with the terms of the Agreement. Pursuant to the Agreement, the finance charge is calculated as the total balance due on the date the account becomes delinquent, multiplied by the periodic rate (6.99%). As described in the Agreement, the total balance due includes the outstanding balance plus any additional charges and credits entered since the last billing cycle, minus any payments or credits entered for customer-reported disputes or otherwise. A minimum finance charge of $75.00 is applied in the event that the calculated rate is less than $75.00.
Also pursuant to the Agreement, payment is posted on the same business day when made before the cut-off time, or the following business day when made after the cut-off time. The cut-off time is: 3:30 p.m. ET for online, IVR, and ACH payments. If payment is not received by the bill due date, finance charges are assessed in accordance with the terms of the Agreement.WEX approved a one time waiver of the customers late payment fees on March 22, 2024 for one account, and a one time waiver for the late payment fees on April 26, 2024 for their other WEX account. ********************** is unable to waive any additional fees for this customer.
The customer may contact the ********************** ******** Services team with any questions at ************.
Customer response
07/24/2024
I am not satisfied with the response as again, the response indicates a legal billing system ripoff. I have over 20 accounts with other businesses and this is the ONLY one that I've ever had so many issues and dealings with the inconsistencies this system has. A due date should be fixed, ONCE PER MONTH, not changing dates, and having multiple due dates in one month because the billing system decides on its own to change billing cycles from 22 to 26 or from 26 to 24. The other ripoff is having a time for payments to be made before 3p with NO AUTOPAY. So, of course waivers should be given to customers when payments are made on the DUE DATE even after 2p, a due date is a date. No, not satisfied.
Business response
08/01/2024
WEX conducted a thorough review of the customer's account and addressed concerns brought up by the customer in our previous responses. We consider this matter closed.
The customer may contact the ********************** ******** Services team with any questions at ************.
Initial Complaint
06/26/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Wex charged a finance charge of $554.37 on an outstanding amount of $2,935.13. The due date was 5/21/24. We mailed this payment 5/13/24. Wex shows received 5/24/24. We allowed ample time for the mail to be delivered. This is an absurd rate and significantly more than their 9.99% finance charge that they state on the invoice as "the Finance Charge is determined by applying a periodic rate of 9.99%." We have tried two attempts to discuss with them to no resolve. After talking to one of their reps yesterday I asked to speak to a manager about the issue and was placed on hold for 15'. With a business to run I can't afford my time spent on an issue like this that shouldn't have happened and is an easy correction to make. We have been a customer of theirs for more than 10 years. Appalling.Business response
07/02/2024
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.
As described on page two of the customers invoice statement, paper checks must be mailed ten business days prior to the payment due date, and must be received by WEX at least two business days before the payment due date to allow time for payment processing.
To enable customers to make timely payments, ********************** offers the ability to make payments for free online and over the phone, and customers may set up direct debit to pull funds from their bank account. Once set up, the customer doesnt need to take additional steps to facilitate payment. When a customer sets up and uses direct debit, late fees do not accrue on the account.
Pursuant to the terms of the WEX Fleet Business Account Agreement, payment is due 21 days from the billing date specified on the invoice. ********s are free to pay their account balance, or any portion of it, in advance of the due date without penalty. If payment is not received by the bill due date, finance charges are assessed in accordance with the terms of the Agreement. Pursuant to the Agreement, the finance charge is calculated as the total balance due on the date the account becomes delinquent, multiplied by the periodic rate (9.99%). As described in the Agreement, the total balance due includes the outstanding balance plus any additional charges and credits entered since the last billing cycle, minus any payments or credits entered for customer-reported disputes or otherwise. A minimum finance charge of $75.00 is applied in the event that the calculated rate is less than $75.00.
As the customer submitted payment to ********************** after the bill due date, a finance charge was assessed in accordance with the terms of the Agreement.
WEX has approved a one time waiver of the late payment fees in the amount of $554.37. The credit will be reflected on the customers next Invoice Statement.
The customer may contact the ********************** ******** Services team with any questions at ************.Initial Complaint
06/19/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I had a credit card open from quicksilver. They said they sent me notice of inactivity and account closure but I never received anything. Also, they refuse to reinstate my rewards balance that I earned by using their card. I was always in good standing with this card as well.Business response
06/25/2024
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.
Based on the information provided by ********************, this may be an account with ********************** One Quicksilver. WEX is not involved or associated with Capital One and therefore is unable to assist with Mr. ********* request.
Initial Complaint
06/17/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Charged an activation fee when the account was active.Customer response
06/28/2024
I have not heard from the business in response to my complaint.Business response
07/02/2024
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 ******* AND TEXACO Business Account Agreement includes a fee schedule that outlines potential fees and charges, which provides information about the account reactivation fee.
On June 5, 2024, the customer exceeded their credit limit, which resulted in an account suspension. On June 7, 2024, some pending transactions were authorized, which brought the account under the credit limit. The account was then reactivated, and a card reactivation fee was assessed in accordance with the terms of the Agreement. Later on June 7, 2024, the account was suspended again for going over the credit limit. The account has since been terminated at the customers request.Customer response
07/03/2024
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.
At no time did WEX mention that the account was suspended. The email I received was regarding the account approaching limit, email dated 6/7/2024. On the same day, a payment in full was paid to the account.
The information they provided that the account was suspended twice is inaccurate. The account was never suspended. And payment was made prior to account reaching its limit.Perhaps their system doesnt take take into consideration or perhaps charging unjustified fees is a company culture.
The $50 fee is not a legitimate fee and should be refunded.
the only accurate information in WEX representative response it that i called and closed my account due to not being provided any explanation through customer service line.Companies spend thousands of dollars to acquire a customer and some companies loose a customer for $50 of frivolous charge.
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
07/31/2024
As provided in our previous response, the customers account exceeded the credit limit on June 5, 2024, resulting in an account suspension.
On June 7, 2024, the transactions that caused the overage were canceled, allowing WEX to reinstate the account.
On June 10, 2024, the customers payment was posted to the account.
Due to the account suspension and subsequent reinstatement, a reactivation fee was assessed in accordance with the terms of the Agreement.
WEX conducted a thorough review of the customer's account and has addressed their concerns. We consider this matter closed.
The customer may contact the ********************** ******** Services team with any questions at ************.
Customer response
08/01/2024
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.
The response from Wex is inaccurate.
no transaction was ever cancelled on June 7th. An email was sent on June 10th advising of account *** reach limit. In the same day, a payment was processed on their portal which paid off the account. $50 of unjustified fee representing %10 of the total credit limit is outrageous, unethical business practice and must be refunded.
This is a good example of taking advantage of consumers. CFPB has put guidance for these practices.
The only acceptable resolution is for Wex to refund the unfair fee charged.
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,***
Initial Complaint
06/11/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
We applied for and were granted a WEX Fleet account. Our Rescue Squad resides in a village with no mail delivery, only a post office box. **************************************** was notified in the application of a mail service only to the post office. Cards were 'issued and mailed' April 12 of 2024. As of June 11, 2024, we have yet to see these cards despite repeated phone conversations or answers to repeated emails. WEX has proprietary and protected information in use for the cards, which our Ambulance is unable to use. We are requesting that usable cards are sent to our post office box immediately.Business response
06/24/2024
Please accept this response to the complaint filed by the customer. ********************** 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 ********************** account on April 12, 2024, and cards were mailed to the card shipping address on file on the same day.
Upon receipt of the customers complaint, ********************** conducted a thorough review and was able to locate the customers emails requesting that ********************** send their cards to an updated address. Regrettably, the customers emails were not reviewed previously as they were filtered into a spam folder. We apologize for the misstep.
On June 19, 2024, a member of the WEX customer service team called the customer to advise that new cards have been mailed to the requested address and to assist with any additional questions.
The customer may contact the ********************** ******** Services team with any questions at ************.Customer response
06/25/2024
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.
At 6.25.24 we have yet to receive the cards; we were told that they 'could not be expedited' and we would have to wait for regular mail. In addition, we are still receiving invoices even though we still do not have cards or access to the account. The representative who contacted me by phone on 6-19-24 stated that we would be receiving credits for the amounts we have paid while not having/being able to use cards, however we have not seen any documentation or record of this; the most recent email from WEX is showing a balance due. We have paid over $70.00 since April with no use of cards.
Until we have cards that can be used, and record of refunds to our account for useless monies paid, we are not satisfied with the response.
Thank you
[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.
FAQ
Regards,Perry Port Salem Rescue
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