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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I sent an email requesting to close my account. The response I received was that I needed to send the request on letterhead with a watermark or logo (neither of which I have) or get the request notarized. I do not wish to pay someone to notarize a request by a 1 owner, 1 card company. The first request was via phone and the person told me that I could not be found in the system and that the request would have to be done over the internet. I then sent the request only to have it not honored either. I wish to close the account without having to provide a notarized document just because I do not have official letterhead nor a watermark on my paper.
Business response
03/27/2024
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 customers account was transitioned from another company to WEX in 2022.
As part of the transition process, WEX sent numerous communications to the customer to collect additional required information. WEX did not receive a response from the customer and did not receive the information needed.
As WEX did not previously receive the information requested from the customer, *********************** security policy requires the customer to submit a written request on ********************** letterhead or to submit a written request that has been notarized, in order to close their account.
The customer may contact the ********************** ******** Services team with any questions at ************.Customer response
03/30/2024
I am not accepting of this because I supplied them with a letter requesting the account be closed. I am understanding of the fact that they would like to have letterhead but my company of 1 person does not have letterhead nor do I feel the need to have a letter notarized as a substitute. In addition, as far as the failed update to their system that was requested, why would they continue to provide credit on an account if certain documentation was being requested? The letter provided to authorize closing had my signature on it as does all the checks (yes, I said checks not electronic payments) that have been sent to cover payment of this account for the many years I have had the ***** card. If there is a doubt that I am not whom I say I am think about the request - it is to close the account,not to open an account. I feel I have supplied the necessary paperwork (see attachments) and provided a handwritten signature to provide support of my identity. This is undo frustration for a customer to simply close an account for a business that is 1 owned by 1 person who is also the only employee. Why make it so difficult?
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,Jack
Business response
04/05/2024
Please accept this response to the complaint filed by ***************.
Upon further review, WEX has closed the customers account as requested.
The customer will receive a final invoice statement reflecting a remaining balance of $291.04.
The customer may contact the ********************** ******** Services team with any questions at ************.Initial Complaint
03/13/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
This company is reporting inaccurate information and a fraudulent accounts on my credit report for accounts that I did not open with this company. I requested for the company to provide me with the contract bearing my signature where I agreed to pay for any contract I signed for these two credit cards. Which they have yet to provide violating section ***** ,and section 623-b of the fair debt collection practices act and the fair credit reporting act.Business response
03/27/2024
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 its standard processes, WEX has conducted a thorough investigation and has reviewed the customers account information several times. WEX has determined that the customers applications were valid and were not opened fraudulently. A member of the Fraud team has been in contact directly with the customer and has provided them with additional detail.
The customer may contact the ********************** ******** Services team with any questions at ************.Customer response
03/28/2024
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.
[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
03/08/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
They sent statement with payment due in *************************************************** off till past time periodBusiness response
03/14/2024
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, WEX offers the ability to make payments for free online and over the phone.
Pursuant to the terms of the CIRCLE K BUSINESS ACCOUNT AGREEMENT, payment is due by the payment due 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 (7.99%). 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 of December 8, 2023, a finance charge of $75.00 was assessed in accordance with the terms of the Agreement.
On January 4, 2024, WEX approved a waiver of the late payment fee in the amount of $75, and a credit was reflected on the customers January 2024 Invoice Statement.
The customer submitted payment to ********************** after the bill due date of January 5, 2024, and an additional finance charge of $75.00 was assessed in accordance with the terms of the Agreement.
On March 7, 2024, the customers account was closed as requested.
WEX approved a refund for the late payment fees in the amount of $75.00. The customers account also reflects a credit in the amount of $16.03 due to an overpayment on the account. On March 8, 2024, WEX processed a refund to the customer in the amount of $91.03. Please allow 60 days for processing.
The customer may contact the ********************** ******** Services team with any questions at ************.
Customer response
03/14/2024
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.
[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,****
When I got the last statement was 48 hrs later payment due. The agent gave me a number to make payment. Then transfered me. The message said long holds. I don't trust putting my bank info online so I waited and got disconnected. Called back held over an hour and disconnected again. This went on for hours. Then finally got thru and low and behold was past cut off. Yet the company could see was done just past cut off.
Their phone system stinks and having that small a que or that many people holding is issue. Then after payment I called and rep said they will prob see it and wave the fee which they did not.
Upon web search I found massive complaints on same matter which is why I cancelled account and to this day still not got refund of over payment which I feel they owe me late fees.
We will be cancelling our truck fleet also and our delivery fleet from wex and dropping circle k as fuel and notifying circle k why the amount we spent there is gone.
*******************;
Business response
03/19/2024
Please accept this response to the complaint filed by *******************.
As discussed in our previous response, WEX approved a waiver of the late payment fee in the amount of $75 that was reflected on the customers December 2023 Invoice statement. The credit is shown on pages one and three of the customers January 2024 Invoice Statement.
WEX also approved a refund for the late payment fee in the amount of $75.00 that was reflected on the customers January 2024 Invoice Statement. The customers account also had a credit in the amount of $16.03 due to an overpayment on the account, and on March 8, 2024, WEX processed a refund to the customer in the amount of $91.03.
As noted previously, refund processing may take up to 60 days. The customers account was closed on March 7, 2024 as requested by the customer, and we consider this matter closed.
The customer may contact the ********************** ******** Services team with any questions at ************.Initial Complaint
02/19/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
WEX online has continued to accrue charges to an account that was paid off in full multiple times in last year. Last contact with company: As of 1/4/2024 the account was closed per online request. I received confirmation on 1/4 account was inactive. I received a past due notice on 2/19. Given this is more than 30 days beyond the account was paid in full and closed, I now believe this is a poor business practice as the company appears has not closed the account, continues to apply charges for a card not in use. and I am now seeking full reimbursement of all fees beyond my fuel charges this last year because this company clearly has poor business practices that should be made public.Customer response
03/02/2024
I have not heard from the business in response to my complaint.Business response
03/04/2024
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 closed the customers account as requested and has approved a one time waiver of the remaining balance due in the amount of $137.00.
The customer may contact the ********************** ******** Services team with any questions at ************.
Initial Complaint
02/15/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Have been an ExxonMobile client for 15 years! Was always on "auto pay". ************ changed their billing system -I think last year and "auto pay" was no longer available. I had to then pay directly from my ************* account and I pay in FULL every month to avoid Finance charges. There was an issue with Citizens bill pay back in NOV 2023 and they paid two days later than the requested date which started this $75 late payment and Interest charge. I called and explained the situation and was told "sorry can't waive the late fee or interest charge". I asked for a Supervisor being that I've been a client for 15 years and always paid on time. The Supervisor ******** was great and after hearing the facts said "I'll rebate the fee and Interest on your next bill" I paid the bill in FULL as requested-including the late pay fee and the interest fee and was told it would be "adjusted for the amount of $75 late fee and the interest charge. Got the new bill and it STILL had the finance charge to be paid. See the Supporting docs I uploaded. I've called the 800 number on 5 occasions as noted on documentation HOLD times were never less than 20 minutes and I couldn't stay on the phone and did the ONLINE contact request 4 times with NO response. Can't get HELP---very frustrating! I'm a great client and want to stay with ************ but..........YOU can check my payments going back years--- --always on time and always in FULL!! See the FEB bill uploaded and Please refund the new $75 charge and the $7.11 finance charge ! I realize ************ is a HUGE company but the lack of SERVICE is unreal!Business response
02/08/2024
Please accept this notice that we are investigating the customers concerns. We will respond directly to the customer, if applicable, via phone, email, or mail within 15 days.Customer response
02/26/2024
I have not heard from the business in response to my complaint. I've tried so many times--both by phone and on their website to resolve this and as my last e-mail to you--they charged an interest charge on my March Bill EVEN though--I paid the Feb bill in FuLL??
HELP please YOU have all my orignal attachments with all the documentation.
I'm including the March bill which clearly shows--Feb paid in full.
They OWE me $75 late fee and now two interest payments of $7.11 and $10.24!
HELP I thought you folks could help. I've wasted so much time and energy! HELP
Business response
02/28/2024
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 customers WEX account does not allow for recurring automatic payments. To enable customers to make timely payments, WEX 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 ********** PRIVATE LABEL BUSINESS ACCOUNT AGREEMENT, payment is 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. 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.
As the customer submitted payment to ********************** after the payment due date of November 15, 2023, a late fee and interest charge were assessed in accordance with the terms of the Agreement.
On November 27, 2023, the customer contacted ********************** and requested a fee waiver for the late fee and interest charge reflected on his November 2023 Invoice Statement. The WEX agent advised that a one-time fee waiver had been approved and that a credit in the amount of $84.50 would be reflected on the customers December 2023 Invoice Statement. The WEX agent also advised that a second interest charge would be assessed the following month, as outlined on page two of the customers monthly invoice statements under Paying Interest.
The customers December 2023 Invoice Statement reflected an interest charge of $7.53. As outlined on page two of the monthly invoice statements under Paying Interest, if the customers payment is not remitted by the payment due date, then the customer must then pay their statement balance by the payment due date for two billing cycles in a row to again be able to avoid interest on purchases when they are first billed to a statement.
On January 13, 2024, the customer contacted ********************** and requested a fee waiver for the interest charge reflected on his December 2023 Invoice Statement. The customer was advised that his request for a fee waiver was denied.
The customer may contact the ********************** ******** Services team with any questions at ************.
Customer response
03/01/2024
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.
I've attached yet again all the times I've called and the wait times. They state I called on 1/13/2024 and was told that my request for fee waiver was ******?? I never called on 1/13/2024-I was away- you can plainly see the attached shows all the dates and times--of my calls and the fact that after waiting on HOLD each time for MORE than 20+ minutes every time--I had to get back to work! As they were so kind in stating that the customer can call the 800 for questions to be answered--this Customer of MANY years-can't get anyone to answer and I tried again TODAY 3/1/2024-as noted on the attachment and it was an 18 minute wait---- this customer as noted in prior attachments also SHOWED the number of times I requested HELP and answers from their direct website and they state that someone will get back to me in 3-5 days?? NEVER happens!
Also they state Customer can't do Recurring payments -wondering why they didn't have in their "notes" that the Supervisor that I spoke to who waived the INITIAL late fee and interest--e-mailed me what she said was a "direct auto link to do just that" directly through web-ex-ANOTHER incorrect statement by her? I was then told "she made a mistake there is NO way NOW for you to do an auto pay"?
Now my March 2024 bill which --my February 2024 bill -was Paid in full including the bogus late fee and the bogus interest due and YET my March Bill has an "interest payment" due??
It's a "customer" as they put it who- paid AUTO PAY for years with out any issues and always paid in full and ON time-to avoid interest --they changed to webex and ironically there have been issues.
How do you get satisfaction from a Corporate Giant who EARNS billions but who couldn't care less about the customers that got them there?
thanks
TC III
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.
Regards,*********************** III
Business response
03/08/2024
Please accept this response to the complaint filed by ***************************.
WEX places the utmost importance on customer service and we appreciate that ****************** took the time to write to us. We sincerely apologize for the frustration caused by the customers interactions with WEX and wish to assure ****************** that the situation has been addressed.
Upon additional review, WEX has approved a fee waiver of the late payment fees and interest charges in the amount of $100.83, and the credit will be reflected on the customers next Invoice Statement.
On March 7, 2024, a member of the WEX customer service team called ****************** to provide an update regarding his account and assist with any additional questions or concerns. As ****************** did not answer, the WEX team member followed up by email on March 8, 2024.
****************** may contact the WEX ******** Services team with any questions at ************.Initial Complaint
02/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Last year on November 25,2023, I booked a hotel Reservation for dates December 29, January 2,2024 ******************************* ******************************************************************************** with my Wex gas card ending in *****. Between November 27 until December 1,2023 I was giving the run around from the customer service agent at ********************** **** I was informed to call the ***************** to cancel, I spoke with a front desk Agent, they informed me to call a third party company which was ************** I spoke with that agent and they stated they can't do anything with cancelling the hotel booking that I must call back WEX ***.I did that I request that I speak with someone in customer retention department. My email address was sent over with a copy of the receipt that I retrieve from my Wex statement. I never received a confirmation number from WEX *** regarding the hotel booking. The contact agent from WEX *** name was ************************* she stated she would call the hotel speak with a manager. And whatever feedback she received would determine me getting a refunded On January 19,2024 it was decline. I never stayed at the hotel no nights. I took all the proper steps to cancel the hotel reservations. I'm requesting a full refunded in the amount of $951.98 dollars. reverse back to my debit card. Remember this company never sent a confirmation number to my email address. They do record calls for quality purpose. ********************Business response
03/08/2024
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 November 25, 2023, the customer completed a hotel booking through WEX Edge for the dates of December 29, 2023 through January 2, 2024. At the time the customer completed the booking, they were notified that reservations can be canceled through the WEX Edge site and that the reservation is refundable if the cancellation is completed on or before December 26, 2023. As the customer did not cancel the reservation within the timeframe allowed, their request for a refund was initially denied.
Upon receiving the customers complaint, WEX has approved a one-time exception to refund the customer for their hotel reservation for the dates of December 29, 2023 through January 2, 2024. The customer can expect to receive an account credit within ten business days.
WEX places the utmost importance on customer service. We appreciate ************** taking the time to write to us. We sincerely apologize for the frustration caused by the customers interactions with WEX and wish to assure ************** that the situation has been addressed.
The customer may contact the ********************** ************* Services team with any questions at 844.WEX.EDGE.
Customer response
03/18/2024
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.
[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.]
I dont understand why they wont refund my money back to original payment. The payment was debited from a business checking account. They applied the credit towards the ***** credit card at that time a few weeks ago I didnt ask for that the original payment was subtracted from my business checking account that money shouldve went back to that correct method of paymentBusinesses 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
03/22/2024
Please accept this response to the complaint filed by ***********************.
As previously noted, WEX approved a one-time exception to refund the customer for their hotel reservation for the dates of December 29, 2023 through January 2, 2024.
On March 8, 2024, WEX issued a refund to the customer to their original method of payment. WEX conducted a thorough review of the customers account and has addressed concerns brought up by the customer. We consider this matter closed.
The customer may contact the ********************** ************* Services team with any questions at 844.WEX.EDGE.
Initial Complaint
02/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I applied for a *****e/Exon credit card account. When we got the cards we found that there were no ***** or Exons stations in our area. We immediately cancelled the account. Then we get a statement saying we owe $48. I tried to call with no response. Got another stmt saying our account was seriously delinquent. Their phones are on an automated system that takes you on a merry go round ride. Never could get thru. I wrote the company twice explaining that I did not know what this charge was for and asked if this was an annual fee which we do not want to pay since the account was closed. I then got an email stating again the delinquency of the account. I did respond and was told it was not an annual fee but a "set up" fee. I have never heard of a credit card charging a "set up" fee. What a scam!! Few stations available and a set up fee on top of that? Must be the only way they can make any money on their cards. I am still refusing to pay the $48. Wish I had read reviews before I even began to make any contact with them. They gave me a number to call if I wished to dispute the charge, but once again, back on the merry go round and can't get any further without the card number which I do not have.Business response
02/14/2024
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 opened a ********************** account on October 24, 2023.
Pursuant to the terms of the WEX Fleet Business Account Agreement, the customer was charged a set-up fee and monthly card fees.
On December 11, 2023, WEX closed the account as requested by the customer.
On February 6, ****, the customer contacted the receivables team and requested that WEX waive the fees, and the customer was advised to contact the ********************** customer service team for further assistance. The WEX customer service team did not receive a request from the customer to waive the fees.
********************** has approved a one time waiver of the fees in the amount of $48.
The customer may contact the ********************** ******** Services team with any questions at ************.Customer response
02/14/2024
[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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*************************Initial Complaint
02/08/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
My complaint is with the company and **********************. Ive invested into the company to help my company grow. Ive only been in business with them for one week. Already have major issues. *** tried calling them. Their phones dont work they just rang and rang on two occasions spent over 30 minutes waiting. No one answered. Ive called the sales department they cant find me in the system and they put me a whole for the right department and same thing phone just rings and rings. *** tried signing into my online portal so I can make a payment to keep my card active. But theres no invoice to pay in my card is cut off. This isnt good for a fuel cards that needed to be used daily. ********************** is the only communication that Ive had and he says he cant help me. he only helps me in the account, but doesnt help manage the account basically. Im not happy with nothing working, and he does not even care. I had to leave them a deposit for $500.00 also put time in waiting on these cards. This is time and money wasted. Now I have to search for another company that provides fuel cards. also, I have ********************** email where weve been emailing each other if the company wants to see that he does bad business.Business response
02/15/2024
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 opened a ********************** account on January 22, 2024, and cards were mailed to the customer on January 24, 2024.
Between the dates of February 2, 2024 and February 8, 2024, the customer accrued card charges totaling $511.72. The card charges exceeded the customers credit limit of $500.00, and as a result, the customers account was suspended on February 8, 2024.
In order to reactivate the account, the customer can submit a payment to ********************** by mail at the address below or by phone at ************.
For regular mailed payments, please allow 10 days for processing:
Regular Payment Lockbox
WEX Bank
PO Box ****
************, ** 60197-****
For expedited mailed payments, please allow 48 hours for processing:
Expedited Payment Lockbox
BMO ****** LBX # ****
*************************************** B
***********, ** 60440Pursuant to the customers terms and conditions, an account reactivation fee may apply.
The customer's first billing cycle will close on February 23, 2024. Once the first invoice is generated, the customer will have the option to submit payments online.
The customer may contact the ********************** ******** Services team with any questions at ************.
Customer response
02/15/2024
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.
{ ive already wasted too much time waiting on the phone over an hour trying to call that number. Ive been insulted and antagonize by your agent, **********************. Ive tried using the portal to make the payment. You must not have read my complaint. This system that your company has for these cards do not work for me. It is an inconvenience and very stressful. My whole reason for getting these cards is it to make it easier to keep up with receipts? My company spends anywhere from $200-$600 daily in fuel And I would appreciate if it was a working system to make the payment to keep my driver going
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,Aleaf
Customer response
02/15/2024
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.
{ ive already wasted too much time waiting on the phone over an hour trying to call that number. Ive been insulted and antagonize by your agent, **********************. Ive tried using the portal to make the payment. You must not have read my complaint. This system that your company has for these cards do not work for me. It is an inconvenience and very stressful. My whole reason for getting these cards is it to make it easier to keep up with receipts? My company spends anywhere from $200-$600 daily in fuel And I would appreciate if it was a working system to make the payment to keep my driver going
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,Aleaf
Business response
02/26/2024
Please accept this response to the complaint filed by ************************.
Our records show that the customer contacted a ********************** sales representative for assistance with making a payment, and the customer was provided with the contact information for the WEX customer service team for further assistance.
As explained in our previous response, the option to submit payments online is not available until the customers first billing cycle closes. The customer's first billing cycle closed on February 23, 2024, and the customer now has the option to submit payments online.
The customer may contact the ********************** ******** Services team with any questions at ************.
Initial Complaint
02/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My company assists individuals reclaim unclaimed property from various *************** My client, *******************************, is in process of retreiving an account turned over by Wex Bank to the *****************. The ***************** requires the claimant to provide "documentation from your own files provided the the reported property owner lived or had a connection to the address as reported by the holder." My client does not have proof of the address Wex Bank reported as it was his college PO Box. He tried contacting Wex Bank to get a address verification letter or a copy of his last statement and he was told they could not locate the account. Without ********************* assitance we will not be able to retrieve this account. We need either a letter verifying the address, the unclaimed property due diligence letter that woud have been sent to the last know address (required by law), the last statment or some other coorespondance to him at the reported address. The address is partially redacted by the State. The address should be a PO Box **6, *******, ** 81102.I have attached my agreement to work on *******'s behalf, the claim filed with the State, and the most recent request from the State.Business response
02/13/2024
Please accept this response to the complaint filed by ***************************** on behalf of *******************************. 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 the customer to respond through the ******************** with additional information to help locate the customer.
Customer response
02/13/2024
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.
[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.]
Customers full name is ************************************
DOB: 03/22/1988
The property in qustion was turned over in 2016 to the *****************, the description of thee account is Checking Account in the amount of $2,912.76.
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
02/27/2024
Please accept this response to the complaint filed by ***************************** on behalf of *******************************.
WEX conducted a thorough review of our systems using the information provided to WEX through the Better Business Bureau complaint, and we are still unable to locate the customer in our records. As such, we are unable to respond to the complaint.
Initial Complaint
01/22/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I applied for 3 cards in December 2023. Was approved and had not recieved the cards yet when I was emailed a late notice on $6.00 of charges. After many attempts to talk with someone I finaly was able to talk with a rep that said the charge was a $2.00 per card charge for managing the acct. I explained I hadnt even gotten the cards yet and that they should send me a bill before sending me a late notice and fee. As expected they agreed. Fast forward to Jan 10th ****. I get another late notice without ever even getting a bill! Tried calling many times from the number on back of the card and after holding for a very long time would get hung up on " Very aggrevating and a huge waste of my time ". Now January 17th **** I get an email that they have stopped all charges to my card untill payment! As I sit here and write this complaint I have been on hold for almost an half hour I expect to hear that familiar beepbeeepbeep sound of being cut off. My question is why is it so hard to send me a email on my bill or a bill in the mail " They have both my email and mailing address " Is that not protocol to follow before sending a company a late notice? NOTE to whomever is reading this at WEX, Do something to fix this! The aggrevation your company has caused should be noticed and resolved!Business response
01/31/2024
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 opened a ********************** account on November 2, 2023, and cards were mailed to the customer on November 3, 2023.
Pursuant to the terms of the ***** COMPANY BUSINESS ACCOUNT AGREEMENT, payment is due 15 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 (****%). 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.
The customers November ********************************************* the amount of $6.00. As requested by the customer, ********************** approved a one time waiver of the card charges in the amount of $6.00. The credit was reflected on the customers December 2023 Invoice Statement.
The customers payment for the December 2023 Invoice Statement was due on January 5, ****. As WEX had not received payment from the customer, their account was suspended on January 16, ****.
The customers payment for the December 2023 Invoice Statement was received on January 22, ****, and their account was reactivated the same day. As the customer submitted payment to ********************** after the bill due date for the December 2023 Invoice Statement, a finance charge was assessed in accordance with the terms of the Agreement.
The monthly Invoice Statements are mailed to the customer on the business day after the billing cycle closing date. The customer can go to ******************************************************* to manage their account and view their account activity. Additionally, the customer has the option through their online account to select paperless billing or to select the option to receive notification when the monthly Invoice Statement is ready to be viewed.
The customer may contact the ********************** ******** Services team with any questions at ************.
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