ComplaintsforCorpay

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Great States Logistics has made numerous professional attempts to have an unjustified late fee resolved from our account, all to zero replies from Fleetcor/Corpay. We followed every direction, including physical mail, account **** emails on a letterhead and signed in blue ink. We pre-paid our account to any potential of a late fee, but was still hit with a near $1,000 late fee. We were making payments to our account weekly, but yet by the time a statement was sent to us, it would automatically say we're late. Additionally, numerous transactions made inside the Fuelman Network would post greater on our statement that the receipt would show at the pump. ***** ****** has not responded to any of our dozens of emails to attempt resolve. We have requested dozens of times to have our late fee waived and our account permanently closed.

  Business response

  10/01/2024

  Greetings!

  We would like to thank you for the opportunity to resolve your issue. Your complaint expressed your grievance of a late fee assessment and difficulty with receiving assistance. 

  We've made successful contact to apologize for this inconvenience as well as to inform that a one time courtesy credit would be extended. Please be advised that a credit has been submitted in the amount of: $953.33. Please allow 1-2 billing cycles for the credit to reflect on your account with us. 

  If assistance is needed regarding any other matter, please feel free to reach out to a member of the team. 

  Thank you, 

  Executive Response Team 

• Initial Complaint

  09/24/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Paid for parking using cash money and there is no sign on the actual kiosk nr during the transaction that no cash back will be provided. I put in a $20 for 3 hours, which is the max allowed, at $3.50 per hour and didnt give me any change. Photos of the actual Paybyphone location and copy of receipt issued are attached. I demand to be reimbursed.

  Business response

  09/26/2024

  Greetings!

  Thank you for the opportunity to assist you regarding this matter. Please see our findings below.

  It was identified that this is not an entity of Corpay, so this would not be a matter we could assist with. However, we wanted to at least point you in the right direction to find resolution. 
  
  
  Flowbird is the parking company that owns the kiosk for the transaction being referenced. I reached out to them on your behalf and spoke with an agent that stated you would have to contact your local parking organization near you. 
  
  
  I researched on your behalf and identified that you were in ****************************
  
  
  It appears you would need to contact: Miami Parking Authority. 
  
  
  Miami Parking Authority
  ****************************************************************************
  ************
  
  
  
  We hope this helps you find the anticipated resolution for your issue. 
  
  
  
  Thank you, 
  
  

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went online inquiring about fuel cards entered in my information to find out right and then I had a few card sent to me in the mail I contacted fuel man to let them know that I never meant to apply for this card I was simply inquiring and I'd like it to be canceled I was told several times to just use the card and I didn't have to worry about any fees for the first 3 months I explained multiple times upon a customer service representative asking me to use the card and calling me periodically every week asking me to use the card I kept explaining that I wanted it canceled and closed I don't want to use this card I need this closed to which I was told it was closed then I got to call a few months later stating that I had a card fee of $49 on the account I explained that I already canceled and closed it and then they refunded defeat and make sure the account was closed then in December 20th of 2023 I received another statement stating that I owed $98 for 2 months to 49 card fees I contacted the company again and was told that they would credit the account that the account was already closed. Then in May of 2024 I got a call from the company stating that now I owe $245 I explained that I never use this card this card was closed and how can you keep charging me card fees on an account that was closed I received an email from the customer service representative that she had forwarded an email to the finance department to credit the account that I never used the card in the account was closed then on June 12th I got referred to a collections agency where now I owed $408.17. I explained once again and forwarded the email to the collection agency that I never use this card that this was a closed account and I was being charged to card fees on a closed account and now collection agency fees. The collection agency said they'd look into it now two days later i'm being referred to leviton law firm. I cannot believe that they charged me fees on a closed account and never used.

  Business response

  08/28/2024

  ********,

  We hate to hear about your experience with our company. Upon reviewing your account, we have taken the following actions to resolve your concerns with our collections process:

  - We have reviewed your account history, including transactions, billing, and payments.

  - After completing our review, the ********************** submitted a request to close the file for your account and cease further collections attempts.

  - Any balance showing as owed/past due was credited to zero-out the account total. 

  - If you recognize incorrect credit reporting, this will need to be disputed directly to the bureau. Once the dispute is filed, our credit department will be contacted for investigation to make necessary corrections.

  - The agent assigned this case has provided their direct contact information, should you have further concerns that need to be addressed. 

  We appreciate your patience while we worked to resolve your concerns and hope you find our response satisfactory.

  Thank you

  Executive Response

• Initial Complaint

  08/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  canceled account 5 months ago still billing me

  Business response

  08/15/2024

  Greetings, 

  Thank you for allowing us the opportunity to improve your experience with us. I have resolved your issue by taking the following actions:
  
  In reviewing the request to close the account on 5/6/24. The agent emailed you to advise that we will need the account closure form filled out or to speak to the proper department directly. 
  The fee of $39.00 continued since the account wasn't closed. 
  A credit of $156.50 has been applied to your account. Your account is now closed and has a zero balance. 
  
  If you need further assistance, please email our support team at **************************************** Enter your account number and ********************** name in the subject line and your request in the body of the email. Your reference number is 17476241.
  
  Best regards, 
  Corpay^

• Initial Complaint

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I PREVIOUSLY HAD AN ACCOUNT WITH THIS COMPANY THAT WAS CLOSED IN JANUARY 2024. THE COMPANY WAS OVERPAID WHICH CREATED A REFUND TO ME OF *****. I HAVE CALLED MULTIPLE TIMES FOR THE REFUND AND THEY CONTINUE TO GIVE ME EXCUSE AS TO WHY I AS NOT REFUNDED

  Business response

  08/08/2024

  Greetings!

  We would like to thank you for the opportunity to address and resolve your concerns. 

  You filed a complaint expressing your frustrations with receiving assistance with obtaining a credit on the account. The following was completed to provide resolution for your issue:

  *Credit was confirmed on the account as: $49.65. Collaborations were made to process a check request for reimbursement for this amount. 

  *This is scheduled to be mailed out on: 8/9/2024 to the associated physical address on file. 

  There were no additional questions, concerns, or issues to address per your verbal confirmation. 

  If assistance is needed regarding any other matter, please feel free to reach out for assistance. A member of the team will be happy to assist. 

  Thank you, 

  Executive Response Team

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 07/06/24 at 1:58 pm I went to the location and requested to fill 4 of my propane tanks . The sign posted outside near the propane area showed a charge of $4.99 per gallon plus tax . I was charged up front for 20 gallons. However I once they were filled I only used 12.7 gallons of propane. I went inside to ask for the difference but the store owner said he charges based on the tank not how much is used. This is contrary to what is posted and should be illegal to charge someone for unused product.

  Business response

  07/17/2024

  ******,
  
  We hate to hear about your recent experience at a local *************
  
  However, Corpay is not involved with business practice decisions of fueling locations. Your complaint will need to be filed against the location's ownership entity.
  
  We thank you for your patience while we reviewed your concerns.
  
  Best regards

• Initial Complaint

  06/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 8/10/23 our company A-Team Logistics, Inc.requested an account through ********************/Fleetcor set up by ***************************** w/ ***********************************.Our initial acct.mgr was ****** Andrews&Patricia ****** was added as an account manager. Our 1st cust.svc call was 8/28/23,we had not rec'd our fuel cards,&we called to verify the mailing address was correct. We were told to "call back if we had not received our cards by 9/1/23. On 9/20/23 we called cust. svc. to register the online account. ************** had to be added a 2nd time as an acct.mgr.On 9/22/23, a repr.named ***************************** emailed& called us to introduce herself as our new acct.mgr. This communication was directly with ***************************** each time. After receiving several emails&calls &conflicting information we decided to cancel our account with ********************/Fleetcor. On 11/16/23 at 3.36 we emailed a "Close Account Request Form"&all fees were paid. On 12/20/23, we received an invoice even though our account had been paid &closed. We were told"acct. was closed& no money was expected because the account had been paid off". On 1/23/24, we rec'd another invoice, we were told that "it was an error". On 2/19/24 we called &spoke with *****," you need to speak with the sales department, they are the only ones that can resolve this issue". We called ************& were unsuccessful with speaking with anyone after getting transferred several times. On 2/20/24 ************** called& spoke w/ ************ "you will have to call & speak with a Fleet Advisor to resolve your issue". 3/8/24 spoke w/******,was transferred 3x,spoke w/***, then to a suoervisor ****,"your company will no longer receive invoices". We have received an invoice every month.6/25/24 called to ask for no more invoices & had to verify acct 3x with 3 different people including a supervisor who only wanted to speak to ********************* ¬ *****************************. We are requesting to be removed from this companies invoice system& for the account to be fully closed as requested 11/16/23.

  Business response

  07/03/2024

  Greetings! 

  We have received the customers complaint and would like to apologize for the inconvenience. 

  P,lease  be advised that your account has been closed per your request and you shouldn't receive any future correspondences regarding a balance. 

   

  Thank you,

  Executive Response Team 

  Customer response

  07/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We are trying to add administrators to our account. We have filled out the documentation, but each time we call, Fleetcor adds additional requirements, refuses to put those requirements in writing, refuses to add our administrators. This is causing us to not receive our monthly bills and causing us to incur finance charges.

  Business response

  07/01/2024

  Goodwill Solac,

  We hate to hear about your ongoing concern with the account update process, and your experience with our support team members.

  After reviewing your complaint, our team has contacted you via phone and email to obtain the necessary documents for an account update.

  As stated during our call, please expect the account update to be completed within 48 business hours of us receiving the required documents. Once the update is completed, a follow-up call will be scheduled to discuss any billing concerns you may have and to offer any necessary assistance with questions regarding account management or expectations going forward. Our agent has provided their direct number and office hours via email communication. 

  Again, we apologize for any inconvenience and hope you find our response and the outlined steps for resolution agreeable. Thank you for taking the time to leave your feedback for us. 
  
  Best regards

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  FleetCor (Fuelman) alleged late payment on our account in March 2024 despite the payment being made online and evidence in the form of screenshots clearly demonstrating a $0.00 balance on March 25, 2024. They then assessed "late fees" of $529.95 in April, $684.64 in May, and $606.55 in June. Based upon the multitudes of BBB complaints, ************************ (***) complaints, and the *** federal court case against them it appears as though we are not the only victim of their unscrupulous business practices.We attempted to communicate with FleetCor via written letter and via call to their customer service line yet the "late fees" keep being assessed and nothing has been done on FleetCor's end. We have completely stopped using the cards and no future charges on our side should be coming.Dolphin **** Services is seeking: 1) A complete waiver of any and all current or future "late fees" assessed and written confirmation of such, and 2) A full and complete closure of the account with written confirmation of such.

  Business response

  06/21/2024

  ******, 
  
  We hate to hear you have experienced issues with our company's fee policy. 
  
  After reviewing your account and the recent billing and payment history, we have compiled the following data:
  
  Invoice Date: 03/01/2024
  Due Date: 03/14/2024
  Amount Due: $1812.24
  Payment Date:03/29/2024
  Payment Amount: $1812.24 (Online)
  
  Invoice Date: 04/01/2024
  Due Date: 04/11/2024
  Amount Due: $2351.67
  Payment Date: 04/16/2024
  Payment Amount: $1821.72 (Mailed to office)
  
  Invoice Date: 05/01/2024
  Due Date: 05/16/2024
  Amount Due: $3007.45
  Payment Date: 05/20/2024
  Payment Amount: $2322.81 (Mailed to office)
  
  Invoice Date: 06/01/2024
  Due Date: 06/13/2024
  Amount Due: $2410.97
  Payment Date: 06/15/2024
  Payment Amount: $589.83
  
  Due to the above payment history, the late fees charged are valid and were charged according to the T&C's of your cardholder agreement. Currently the account does not have any Late Fee waiver offers available without package upgrades. After the most recent payment of $589.83, a balance due of $1821.14 remains owed on the account.
  
  The account in question has been closed per your request, and a close confirmation email was sent on 06/21/2024 to the email address on file.
  If you have further questions or concerns, please contact our customer care team at **************.
  
  Best regards
  

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday May 6th we happened to see (no Fraud Alert arrived) on our statement that fraudulent charges were being made on one of our cards (which was not lost, but always in our possession). Fleetcor started allowing the card number to be used (without the physical card AND without the use of a valid PIN) at multiple ****** fuel stations in ********. We called and were told to report it as unarthorized charges and BLOCK the card on their Universal Premium site... both of which we did immediately. This was on May 6th. Fleetcor/Univerasl Premium then really messed up. They reissued us a new card WITH THE SAME NUMBER which reopened the card and allowed MORE fraudulent charges to happen. Again, we called and were told to go back online and **** these as unarthorized charges and BLOCK the card on their Universal Premium site... both of which we did immediately. This was on May 8th. Again, fraud charges continued to be charged to us! Finally we called May 10th and Fleetcor/UP FINALLY got the card CANCELED in such a way that the card number couldn't be used again. By then over $2500 had been charged to our account. ********************** takes ZERO responsibility for any of this, despite allowing charges without the **** reissuing a card in the SAME number despite us reporting that this card had unauthorized charges, and FAILING to BLOCK the card despite us BLOCKING it online both on May 6th and on May 8th. FLEETCOR refuses to reimburse us for ANY of the losses from their multiple systems failures. After arguing for 2 weeks and opening cases with them, reporting this to the BBB is our last resort. I will also add that we've been customers for 10 YEARS and have spent MILLIONS with their fuel card program, but they will do nothing to help us out when their systems screwed up.

  Business response

  06/10/2024

  *****************************,
  
  After reviewing your recent dispute, it was determined that the denial is within company policy. Please see the details below:
  
  - Card PIN restrictions are not part of the default card settings, however, these can be updated and added through our customer service team. **************** may be reached at **************.
  
  - The card changes performed by the online user account on 05/06/24, and 05/08/2024 were for card replacement only and resulted in a delay in successfully blocking the card/card number for future purchases.
  
  - Your account had ***************************************************************************** our fraud protection program.
  
  - The location(s) of the disputed transactions are within the normal travel range, therefore not generating a fraud alert.
  
  While we understand this may not be the desired outcome, we hope you find our response satisfactory.
  
  Best regards

  Customer response

  06/11/2024

   
  Complaint: 21801914
  
  I am rejecting this response because:

  On May 6th, the day we noticed these unauthorized charges, we did in fact call Fleetcor's customer service and were told to go into their Universal Preimium website and block the card and report the unauthorized charges. We did so. Please see the attached screenshot.  As you can see, one of the final steps states: "Block the Card(s)?  Your card will be blocked permanently.  Press CONFIRM to continue".  We pressed the "CONFIRM" button which should have caused Fleetcor/Universal Preimium to block the fuel card ... as their message states!  However, their system failed to properly block the card.  We did our part as instructed - we pressed "confirm" to block card 0425.  It is not at all our fault that UP/FleetCor not only did NOT block the card after we reported unauthorized charges, but then reissued the same card with the EXACT same number which allowed more fraudulent charges to process for several more days!  Again, these additional charges happened AFTER we disputed the card transactions and clicked "confirm" to block the card.  Their website told us the card was going to be "blocked permanently" when we hit "confirm" but they did not do that.  That FleetCor issued a new card with the same number makes no sense and it was not done at our request, but by a Fleetcor internal systems error or a human error on their end. They again repeated this entire error 2 days later on May 8th when we saw more charges coming through and again called and were again told to repeat the online blocking process.  Only on the 3rd call from us did Fleetcor actually CANCEL the card.  This is NOT OUR FAULT, but a systems error. 

  Also, PINS are definitely required for all charges. In the 10 years we have used these fuel cards, not once has a charge ever gone through without a PIN. Our cards are set up with "prompt only restrictions" according to Universal Premium customer service so they should not be able to be used without a PIN (there are some stations that do not require a PIN, but we contacted the ******** fuel station and their corporate office claims all their stations do require a PIN.  Also, in section 6.4 of the Account Agreement & Account/Card Use Terms, "All transactions in which a valid/unlocked Card number was used in conjunction with a valid/active identification number will be considered to be authorized transactions in which you are fully responsible for payment."  The fuel card ending 0425 was not used with a valid/active identification number.  

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

  Business response

  06/18/2024

  *****************************,
  
  After reviewing your recent dispute, it was determined that the denial is within company policy. Please see the details below:
  
  - Card PIN restrictions are not part of the default card settings, however, these can be updated and added through our customer service team. **************** may be reached at **************.
  
  - The card changes performed by the online user account on 05/06/24, and 05/08/2024 were for card replacement only and resulted in a delay in successfully blocking the card/card number for future purchases.
  
  - Your account had ***************************************************************************** our fraud protection program.
  
  - The location(s) of the disputed transactions are within the normal travel range, therefore not generating a fraud alert.
  
  While we understand this may not be the desired outcome, we hope you find our response satisfactory.
  
  Best regards

  Customer response

  06/21/2024

   
  Complaint: 21801914
  
  I am rejecting this response because:

  This is completely deceptive and untrue: 

  - The card changes performed by the online user account on 05/06/24, and 05/08/2024 were for card replacement only and resulted in a delay in successfully blocking the card/card number for future purchases.

  No, we phoned their customer service line and told them the charges were fraud. Fleetcor TOLD US both on May 6th and May 8th to go online to their website to file a dispute (citing the reason "unauthorized charges") and we were told that this would BLOCK the card.  BLOCK means BLOCK, not we will replace it with same number so fraud can continue! 

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

*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. ↩