Business Profile

Financial Services

WEX, Inc.

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
BBB with the use of artificial intelligence, analyzed the complaints 1/7/25

BBB shared the findings and recommendations with Wex,Inc.

The findings appeared to show:
Billing Transparency Issues: The high volume of billing-related complaints suggests customers are experiencing challenges with: Understanding charges, Disputing transactions, Processing of payments.

Service Quality Concerns: The combination of service, repair, and customer service issues indicates operational challenges in service delivery.

Refund Processing: A significant number of refund/exchange issues suggests potential problems with the company's refund processes and policies.

Wex, Inc on 3/7/25 responded to BBB with:
We appreciate the opportunity to respond to the BBB's complaint analysis and recommendations. WEX has an established internal process for tracking and categorizing complaints by issue category and taking further action in accordance with our complaint management procedures. WEX takes all complaints seriously and conducts thorough research before responding. Outstanding customer service is one of our core values and we are continuously committed to customer satisfaction.

Complaints

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

Customer Complaints Summary

189 total complaints in the last 3 years.
63 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/05/2025
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 just opened a account with ********************** my account is in good standing and they suspended my account for review it's been over a week I have called to see if I can speak with a manager so we could hopefully resolve this and I can be back on road the agents refuse to allow me to speak with a manager this company Is horrible all these the reviews are spot on and the worse thing is this company refuse to take some responsibility and make things right
Business Response
Date: 07/15/2025
BBB Complaint #********
****** *******
Please accept this response to the complaint filed by ****** ******* regarding the suspension of 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.
On July 1, 2025, the commercial secured fuel card account, opened in June 2025, was suspended. This action aligns with the WEX Account and Services Agreement Terms and Conditions, specifically:
Article 3.3: "Issuer may suspend an Account or refuse to authorize any Transaction in its sole discretion for any reason."
Article 15.1 (g): "Company will be in 'Default' under this Agreement if... Company is in default under any other agreement between Company and Issuer or its affiliates."
Article 15.2 (d): "If Company is in Default: Issuer may in its sole discretion, suspend all services."
The account is currently suspended and under review, and the customer will be notified of its status upon completion of this review. For additional questions or concerns, please contact the WEX **************** team at **************.
Customer Answer
Date: 07/15/2025
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.

FAQ

Regards,
******
Initial Complaint
Date:07/02/2025
Type:Sales and Advertising 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 tried unsuccessfully to cancel their services after the 1st full month, as I wasnt aware of all their hidden account fees. They hit me for over $100 in fees on a $46 balance. There was a $75 late fee, a $40 cancellation fee, $4 per card per month fee, $10 a month statement fee, they even charged me over $10 to pay by *** to avoid having another $75 late fee, because they said they cant process check payments in less than 10 days. I even had to pay $20 to my bank for a stop payment on a check to them! Their website never let me process payments, saying it couldnt find my account, their cancellation process required multiple contacts by phone and email. The gas card payment system was awful and their service representatives were heavily accented. Avoid this company. They are in the fee abuse business and there are no discernible gas savings to be had, as their account fees are totally ridiculous!
Business Response
Date: 07/11/2025
BBB Complaint #********
**** Dangel
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 May 12, 2025. The terms and conditions, including **************** of Fees), of the Business Account Agreement were presented to the authorized signer during the application process. By submitting the application, the applicant agreed to these terms and conditions. Applicants have the option to not submit the application if they do not agree with the terms and conditions.
To address the customer's complaint, we provide the following timeline of relevant dates and events:
5/23/2025: First invoice generated, due 6/6/2025. Invoice included fuel related charges and rebates as well as one monthly card charge. This charge appears in the terms and conditions of the Business Account Agreement, Schedule B, List of Fees.
6/6/2025: Customer contacts ********************** **************** requesting account closure. The termination request form was emailed to the address on file, which was not returned.
6/20/2025: Customer contacts ********************** **************** requesting instructions on how to log into their account, agent provides details according to the call recording.
6/23/2025: Second invoice generated and included fuel charges and rebates as well as a monthly card charge, account set up and paper delivery fee as well as a finance charge for 5/23/2025 invoice. These fees and charges appear in the terms and conditions of the Business Account Agreement, Schedule B, List of Fees.
7/1/2025: Customer contacts ********************** Account Receivables to cancel their account. Cancelation is verified via email to the customer the same day.
7/1/2025: Customer calls ********************** **************** and pays their account balance in full through with a live agent. Fees to make payments through live agents are fully disclosed during the call. WEX does offer the ability to make payments for free online and over the phone. Payment options appear on the invoice statement. Further billing and payment information also appears in Section 5, Billing and Payments of the Business Account Agreement Terms and Conditions.
No termination fee was charged to the customer. The fee referenced in the complaint is likely the account set-up fee. Any overpayments received after all charges have been paid and the account is terminated would be refunded to the customer, making stop payments (which could incur additional charges) unnecessary.
For any further questions or concerns, the customer may contact the ********************** Receivables team at ************.
Initial Complaint
Date:07/01/2025
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.
After paying off my account in full in March of 2025. WEX tried to bill me for fees then proceeded to bill me monthly adding to said fees. Called WEX the next month and basically got hung up on. Then noticed I had another bill. In total they say I owe x** amount for high risk account and for the cards associated with account. How is it possible to charge someone for an account that was closed and paid off.
Business Response
Date: 07/10/2025
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 in January 2020. Our records show two payments made on February 28, 2025, and March 13, 2025, to cover the February 23, 2025, invoice balance. The subsequent invoice, dated March 23, 2025, reflected these payments along with the assessment of two feesa high-risk fee and a monthly card chargedue by April 14, 2025.
The customer did not pay these fees and closed the account on April 4, 2025. Consequently, a late charge was assessed on the April 23, 2025, invoice due to the unpaid March 2025 invoice. No additional fees have been assessed since then.
All fees assessed were in accordance with the WEX Fleet Business Card Agreement Terms and Conditions, which the company agreed to.
For any further questions or concerns, the customer may contact the ********************** Receivables team at ************.
Initial Complaint
Date:06/29/2025
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.
Opened a ******* Business Flex Card account with ********************** on 11/7/2024 for a non profit under the name The **************************** and was told to place a deposit for the account which we did on 11/7/2024. Utilized the account and made all monthly payments as requited with never an issue, on June 20. 2025 received an email from WEX stating credit line was being terminated based on a normal credit line review referencing Unable to Confirm Authenticate Application Details. This is a strange reason thats being given as I the Non Profit is registered with the State of *****, and the **************** services as well provided all revelent documents at account opening such as business Articles, Tax ID and Business Lease for office space as requested. WEX is completely wrong in theyre decision and someone at WEX is clearly discriminating against our company because it is associated with FREEMASONRY.
Business Response
Date: 07/08/2025
BBB Complaint #********
******* ******
Please accept this response to the complaint filed by ******* ****** regarding the termination of their account credit line. ********************** 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 secured fuel card account in November 2024. On June 11, 2025, the account was suspended due to a payment on June 4, 2025, that was returned ***, resulting in a payment default.
According to Article 15 of the Flexcard Terms and Conditions, which were agreed to on behalf of the company:
15.1 Company will be in "Default" under this Agreement if: (a) Company fails to perform any obligation under this Agreement;
15.2 If Company is in Default: (c) Issuer may terminate this Agreement
Therefore, the account termination resulted directly from this payment default. We sincerely apologize for an incorrect termination notice initially sent; a corrected notice was delivered to the contact address on file within the legal time period. WEX regrets any inconvenience or confusion the initial notice may have caused.
Furthermore, WEX assures the customer that we comply with all applicable fair lending laws and regulations, prohibiting discrimination based on protected characteristics (including, but not limited to, race, color, religion, national origin, ***, marital status, age, and receipt of public assistance) in all aspects of the lending process. WEX neither requests nor collects any information that would allow for any determination on a discriminatory basis.
For any further questions or concerns, the customer may contact the ********************** Receivables team at ************.
Customer Answer
Date: 07/08/2025
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.

FAQ

Regards,
*******
Initial Complaint
Date:06/27/2025
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.
On May 23, 2025 I submitted a deposit for the Speedway Secured Fleet Card under this company. I have the pic of the email saying my deposit was received and my cards would be mailed out. I never received the cards, and was later told on June 18, 2025 by a supervisor ******** ****** that my deposit was not accurately deposited into my account. I closed the account on June 18, 2025 and submitted a request for a refund. I received an email on June 24, 2025 stating there wasnt a deposit associated with my secured account ( its a secured account that requires a deposit). I was told to provide proof of the deposit so the security team could look into the issue. I sent the proof and never received a response after following up twice to the email. The customer service is absolutely horrendous on top of the company being incompetent. I just want my money back and to warn everyone never to do business with this bank/company.
Business Response
Date: 07/01/2025
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.
Our records indicate the customer opened a secured commercial fuel card account on May 23, 2025. On June 18, 2025, the customer contacted ********************** customer service and requested account closure and was provided instructions to request a refund of the security deposit amount. On June 24, 2025 the customer provided additional requested information pertaining to the security deposit. On June 27, 2025, confirmation of the security deposit refund submission and processing was sent via email to the customer.
We apologize for any inconvenience the customer may have experienced during the account closure and deposit refund request process. The customer may contact the ********************** ***************** team with any further questions or concerns at ************.
Initial Complaint
Date:06/25/2025
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.
On 6/10/25, I called EFS customer support three times to get an authorization code for money we received from a broker. On the 3rd attempt, I had to conference call the broker who issued the money with the representative because they would not process the transaction. The broker verified that her company has worked with *** for many years, and they operate off an older system, which the *** representative was obviously not familiar with. When the broker requested to speak with a supervisor, the representative then decided to process the request and issued a money code. All was well until my bank returned the check because the check number was incorrect. Please keep in mind that the *** representative submitted all information. I immediately called and requested to speak with a supervisor and was told how the process works, and their checks department would place the funds on a new check within a day or two. Well, that didn't happen. Their check department said they would not fix their error until 7/10/25 because of their 30-day money guarantee. Well, that's a joke. I called and spoke with another supervisor the next day and pleaded my case again, only to be told the check's department of *** does not have phones and cannot be contacted. I have sent multiple emails to the checks department, requesting a response and to speak with someone, no response. How is any of this fair when it's EFS's error? They won't correct their error, nor communicate. This is distasteful and unprofessional.
Business Response
Date: 07/02/2025
BBB Complaint #********
******* ******
Please accept this response to the complaint filed by ******* ****** regarding the issuance of a money code authorization and returned check. 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.
Our records indicate the customer contacted ********************** customer service on June 10, 2025 and was advised incorrectly by an agent that the money code they received needed to be activated by the issuer. The issuer and customer spoke with a different ********************** customer service agent later the same day who, after consulting with a supervisor, confirmed the money code was already active and that the check could be authorized. In order to authorize the check, the agent requested the customer provide a check number. The agent confirmed the check number and dollar amount with the customer during this call and provided an authorization number. Our records also indicate this is the check number that was used for the money code issued.
On June 17, 2025, the customer contacted ********************** customer service indicating to the agent the bank had rejected the check. In order to research the issue, the agent requested the check number, which the customer was unable to provide. On June 18, 2025, the customer placed two additional calls and was ultimately able to provide an agent with the check number that was returned. Unfortunately, this check number did not match the number provided to the agent on June 10, 2025 and was the reason the check was returned by the bank. This information was confirmed via email to the customer the same day as well as instructions for reissuance, which cannot take place until July 10, 2024 due to WEXs 30 day guaranteed funds policy. Our records indicate the customer has responded to this email and provided the requested information.
We apologize for the frustration the customer experienced during their interaction with WEX regarding this issue. For any further questions or concerns, the customer may contact the ********************** ***************** team at ************.
Customer Answer
Date: 07/02/2025
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.
Most of your explanation is accurate, except for the most important part. Its clear you did not listen to the recording of the call because IF you did - your response would be different. When I called for the 3rd time on June 10th, I was on the line, along with the issuer of the money code and your representative because I was given so many conflicting explanations as to why *** could not issue an authorization code. YOUR representative, AGAIN, on that call with me and the issuer, stated it could not be done. It wasnt until the issuer asks for a supervisor that he started taking my information. He did NOT verify the check number correctly or I would have corrected him like I did with the amount of the check, which was wrong at first. This was my first time EVER using an EFS comp check, which I stated multiple times. This IS and CAN BE and easy fix, if you simply listen to the recording and stop reading the notes on the account. Do your job and stop being lazy. Take accountability of your employees. I SHOULD NOT HAVE TO WAIT 30 DAYS FOR MY MONEY, PERIOD, FOR YOUR MISTAKE.
[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,
*******

Business Response
Date: 07/08/2025
BBB Complaint #********
******* ******
Please accept this response to the further comments filed by ******* ****** regarding the issuance of a money code authorization and returned check.
WEX conducted a thorough review of the customer's account that included listening to the recorded call that took place June 10, 2025. We have addressed the concerns brought up by the customer in our previous response and have no additional responsive information to add. We consider this matter closed.
Initial Complaint
Date:06/17/2025
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 am a business owner with a fleet of 35 service vehicles my employees drive to customer homes and businesses. I have been a customer of ********************** for over 15 years through their Tesoro fleet card program. Until recently when the tesoro wex cards stopped working at our local gas stations. After much work with customer service to determine why, I was told I needed to set up a new account not under tesoro but under speedway in order to have functioning cards. I set up a new account on May 16th. And my cards are mailed on May 22nd. I do not received my new cards until May 30th. I also received instructions on setting up my online portal to my account whcih I did on June 4. The cards have worked at the stations as promised and I had no issues until today when all my cards stopped working. I logged into my online portal and I was no where near the credit limit on the account but there was a $64 past due amount. There was no email about this 64 dollar invoice. There was no call or notice etc. Nor could i determine what this was for. I called customer support and they told me this is the monthly fleet fee which was billed to me on May 22nd when my cards were mailed. I asked how I was expected to even know about this since no notice was provided. And they said it was in the service agreement. I paid the invoice online but there is no way to get the cards functioning for at least 24 hours after payment is made. Customer support was so infuriatingly unhelpful - and when asked to talk to someone who handles customer complaints they said there is no such person. I am now looking into other fleet card options as my first month with WEX / Speedway has been incredibly disappointing. My monthly fuel spend is always close to 10K - This is beyond absurd. I am writing this BBB review because WEX would not allwo me to lodge a complaint today - so instead I am publicly voicing my grief.
Business Response
Date: 06/25/2025
BBB Complaint #********
****** ****
Please accept this response to the complaint filed by ****** **** regarding account opening and billing issues. 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.
Our records show the customer opened a commercial fuel card account on May 16, 2025, after confirming his existing fuel cards were not accepted at specific local establishments. The fuel cards were shipped via **** on May 22, 2025, and delivered to the address on file on May 30, 2025.
The account was set up for paper billing, and the initial invoice was generated on May 23, 2025, and mailed to the address on file. The invoice due date was June 6, 2025. The cards were temporarily suspended when payment was not received by the due date and were reactivated upon receipt of payment. All statement card charges were outlined in the WEX Mobility - NAM Schedule within the WEX Account and Services Agreement.
To prevent future mail delivery issues, customers can opt for paperless billing through their online account. This preference allows for email notification of invoice generation within ***** hours of the cycle closing. We sincerely apologize for any frustration the customer experienced due to this situation.
For any further questions or information, the customer is encouraged to contact our *************************** at **************.
Initial Complaint
Date:05/27/2025
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.
Complaint for WEX, *** I have recently applied for 2 accounts with **********************, *** a Wawa and citgo gas credit cards I only received the Citgo card account # ************* Today I tried to activate card with agent and was told my accounts is under ********* checking my email it stated same message.This company never mailed me any information if my identity was an issue I did apply for both applications and both accounts or flag for review for no reason and this company never sent any information by mail or email requesting any information they just froze my accounts to where I cannot use accounts.
Business Response
Date: 06/04/2025
BBB Complaint #********
******* ****

Please accept this response to the complaint filed by ******* **** regarding the status of submitted applications. 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.
Our records indicate the customer submitted and was conditionally approved for a CITGO Universal Commercial fuel card account on May 9, 2025. An additional application was received the same day for a Wawa Fleet Flex commercial fuel card. On May 14, 2025, an application was submitted for the WEX Fleet Flex Card Rebate program. All applications were subject to WEX underwriting standards and notification of action taken on the credit applications have been emailed to the customer at the email address provided.
The customer may contact the ********************** ***************** team with any questions at ************.
Customer Answer
Date: 06/04/2025
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.

FAQ

Regards,
*******

I reject the Buisness response I was approved not conditionally approved I received credit cards in mail however contacting customer service said I cannot used the cards sent to me because my accounts are in review for no reason.
wex *** never requested any information to verify my identity if such issue was merit I am requesting my accounts I applied for to be active and ready to use for my buisness like any other *********************** cardmember
if there's any identity concerns *********************** *** need to requests such information however just approving an applicant and mail cards out that a customer cannot used should be grounds of **********************, *** is violating their own terms and is not in fair lending guidelines and could pursue to sue *********************** *** for the outcome of these approvals than restrictions with no caused.

I am not closing out this ************************ complaint until this issue with my approved accounts from ***** and **** is active and ready to used.
Business Response
Date: 06/19/2025
BBB Complaint #********
******* Ross

Please accept this response to the further comments filed by ******* **** regarding the submitted applications, approvals and notification of action taken.

As indicated in the previous response, the customer application for a ***** account was conditionally approved, pending further review. After conducting its standard review, the account was terminated pursuant to WEXs policies and procedures. The customer has been informed of the reasons for account termination via email. The two additional applications submitted were reviewed and notification of application decision was also communicated to the customer via email. We apologize for any inconvenience the customer may have experienced.
The customer may contact the ********************** ***************** team with any questions at ************.
Customer Answer
Date: 06/24/2025
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.
[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.

I have not received any adverse action notices as wex *** claimed however if I was denied credit after approval I am requesting the reasons in writing only for legal purposes because
i was approved for these accounts and received the credit cards by mail and than they closed them without asking me for verification to prove my identity if thats the denied reasons wex *** never gave me a chance to prove my identity
it could have been racial motivated as well.
Initial Complaint
Date:05/25/2025
Type:Sales and Advertising 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 closed our account and they keep reactivating it and charging us again and again. Ive called several times and am either hung up on or left on hold. This is the jankiest company Ive ever had the misfortune of dealing with.
Business Response
Date: 06/02/2025
BBB Complaint #********
******* Stedman
Please accept this response to the complaint filed by ******* ******* regarding issues with account termination. ********************** 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 May 22, 2024. On May 7, 2025, the customer requested account termination and refund of the $1,500 security deposit that was remitted at the time of account opening. The customer was advised on that day the balance would need to be paid in full or deducted from the deposit to initiate the refund. The customer indicated the balance would be paid in full and elected to receive the $1,500 full refund. The customer was contacted by email on May 9, 2025 as no payment was received and offered the same option to pay in full or have the balance deducted from the deposit. The customer paid the balance in full on May 9, 2025 and received email notification verifying the deposit refund of $1,500 was initiated. The invoice generated May 23, 2025 reflects the charges and payments made through final fuel charge posting and account closure. The invoice reflects a small negative balance from rebate credits which will be returned by check to the customer within the next 4 weeks. Another invoice may be generated as this final credit is processed. Additionally, our records do not indicate the account was reactivated or charged for reactivation since the customer requested account closure.

The customer may contact the ********************** **************** team with any further questions or concerns at **************.
Initial Complaint
Date:05/24/2025
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.
This company is so ridiculous been using it going on 2 years how to issue that was similar in the very beginning they reduced our credit limit to a third because of a billing issue when we had just started the account we've made on Time payments multiple payments per month for over a year and a half now and just recently had an issue with an account and a measly $800 payment was returned so when I became aware that our employee fuel cards weren't working Friday morning I looked on our online account and saw that it said zero balance available so I submitted a $2,000 payment then I called them because of the issue we had in the beginning their customer support line spoke to somebody who said there was an $800 returned payment and it as long as I make that payment as soon as it posts my account will go back to active and I said I don't want to be rude but are you sure because when I had an issue when we first opened this account somebody basically told me the same thing and then days later I'm calling going why is my account active I have employees who need fuel and I'm being told I have to be transferred to another department and send in a wire transfer and then once it posts then my account will be active and she said ma'am I'm positive that as long as you pay the ******************************************************************************************************************************************************************************************** unfortunately your account is not going to be active until you speak with accounts receivable which is where they're going to tell me to do a wire transfer just like I asked the woman earlier. And I said are they open now of course they're not they're not open until the next business day and Monday is a holiday so now what am I supposed to do for the next 3 days before I can even speak with somebody and then God knows how long that's going to take to get it active I'm so tired of this company
Business Response
Date: 05/30/2025
BBB Complaint #********
******** ******

Please accept this response to the complaint filed by ******** ****** regarding an issue related to a return payment and account reactivation. ********************** 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 February 13, 2024. On May 23, 2025, a payment was returned on the customers account and the account was suspended. The customer indicates they spoke with a customer service representative on May 24th who advised the suspension would be lifted when the payment was posted to their account. We apologize if this communication was not conveyed clearly as more immediate reactivation requires proof of bank clearing for the replacement payment or guaranteed funds through a wire transfer. Our records indicate the customer made contact with the ********************** ********************** on May 27th and was able to reactivate the account by remitting a wire transfer to replace the returned payment amount. The issue appears to now be resolved.

If the customer has any additional questions or concerns, they may contact the WEX ***************** team at ************.

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WEX, Inc. is NOT a BBB Accredited Business.