Complaints

• Initial Complaint

  01/24/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Wex Bank charges excessive possibly illegal fees for a multitude of things. This is a list of their fees that we have been charged: $40 Account Setup Fee $75 Finance Charge Fee - Charged on any amount regardless of the amount even it is less than $75 and/or the balance is paid off on the statement they charge it on. $50 Reactivation Fee - Charged on any account that is not paid within the due date. $10 Paper Delivery Fee $4 Monthly Charge Fee My complaint is over the reactivation fee and finance charge fee. The main issue is, for example, they charge a finance charge of $75 on a supposedly late payment when the balance paid was only $57.82. This seems like an unfair possibly illegal business practice to pump up their bottom line while gouging their customers with exorbitant fees. If you read their fine print on their statement it states, "Paper checks must be received at least two business days before Payment Due Date to enable on-time processing". I have never heard of a bank not recording your payment on the date it was received regardless of the processing time involved to post your payment. I believe they are using this disclaimer to make all payments received as late which would seem unethical at best. Their customer service just passes you from person to person. I have had the following person reach out to me when I gave a negative response to their survey. She has not been helpful at all, kind of just going through the motions with no intent to resolve the issues. Her name and contact info below: *** ****** Valued Account Specialist Shell Fleet Solutions, WEX Inc. * ******* ****** ********* ** ***** Phone: ***** ******** Email: ************************** ************************* We are a small public charter school, Kona Pacific Public Charter School, on the Big Island of Hawaii and have had nothing but problems with attempting to resolve issues with this company. Thank you so much for your assistance

  Business response

  01/31/2025

  Please see attached

  Customer response

  02/03/2025

  
  Complaint: ********
  
  I am rejecting this response because they neglected to address the current $75 finance charge on the 1-23-25 statement or the disclaimer on your statement of "Paper checks must be received at least two business days before Payment Due Date to enable on time processing". This does not agree with your statement in your response to my complaint that you process payments on the day they are received. I am confused on these two very different statements. On our most recent experience with a payment, we mailed it ten days before the 1-13-25 due date to pay the balance of $57.82. We were assessed a $75 finance charge since our payment was posted on 1-16-25. We are a small public charter school on an outer island in Hawaii and pay our bills by check per our auditor's direction. Furthermore, the school has paid all your exorbitant fees that have been assessed except for one of the $75 charges in 2024. That particular situation occurred because we didn't receive the invoice in the mail. After that we updated our account to email us when the bill was ready. It seems we have paid more in fees than we have for actual fuel purchases. We filed this complaint because we felt all the different fees, especially a $75 finance fee on a $57.82 charge, was excessive and unethical with the hope of shining the light on how your company operates.

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

• Initial Complaint

  08/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a balance of $119 on my fleet card (Acct # *************). The bill close date is on the 21st of the month. I paid you all on July 15th and then on August 5th (to which you processed the payment on the 6th of August). Now according to CFPB (Credit Card Accountability Act of 2009 (CARD ACT) - You all are supposed to provide a 21 -25-day grace period from the end of statement close. So if the previous bill ended on July 6th, that means that 21 days from would be July 27th. I paid you $60 dollars on July 15th and then there remaining 59.99 on August 5th. I am requesting a FULL Refund for the $75 late payment.

  Business response

  08/27/2024

  Please see attached response and account information.

  Thank you,

  WEX Bank

  Customer response

  08/27/2024

  
  Complaint: 22170339
  
  I am rejecting this response because:

  You guys are processing fees on accounts when there hasn’t been any transactions.

  For instance, this payment of $75 should be the only charge on my account however I had to pay $125 to bring the account to a zero balance again when there was NO TRANSACTION since JUNE 2024. What addition fees are being assessed?

   

  if you cannot refund the $75 late fee which was paid within the 21 days of billing closed then please close my account. I’m not interested in doing business with an entity like this and as a consumer that’s never been late on any card payment in my life; it’s actually insulting. 
  

  the only amount that should have been required to bring the account to zero should have been $75 but I had to pay an additional $50. 

  
  Sincerely,
  
  Krista Mckay

*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. ↩