Business Profile

Credit Cards and Plans

Corpay

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

190 total complaints in the last 3 years.
20 complaints closed in the last 12 months.

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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:01/18/2024
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.
The original company was sold and we tried to transfer the credit card account. We were unable to do this, and our on-line access was cancelled but the cards still worked so we used them until we were able to get cards from a different company.We signed up for paperless invoices. Our account was locked and we no long have access. We have been unable to get any paper invoices or speak to anyone on the phone that could help us know what we owe in order to pay the final bill.The previous owner as called as well, and has been stone walled by customer service. We just want a paper copy of an invoice so we can pay.
Business Response
Date: 01/19/2024
*********,

Thank you for allowing us the opportunity to improve your experience with us. I have resolved your issue by taking the following actions:

I have closed the account per our conversation. Since the tax ID number of the company you sold to is not the same, the account can't be transferred to the new owner.
The current invoice has been provided to you in a separate email.
There was a transaction this morning, 1/19, for the amount of $55.26.

Your statement will be generated on 2/18/24. I have provided you with my direct email address. Please send me an email and I will provide you with the report.

In the event you will need further assistance, you may send an email to *************************************** and enter your account number and ********************** name in the subject line and your request in the body of the email. Your reference number is MH15451654.

Warm regards,
Executive Response Team
Initial Complaint
Date:01/15/2024
Type:Product Issues
Status:
ResolvedMore 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 canceled my account in September ************************************************ the amount of $100.00 for a credit I had on my Corp account. I've done everything Fleetcor has requested I do, including 5+ calls and 5+ emails, however no one will respond to my requests.
Business Response
Date: 01/18/2024
Greetings,
Thank you for allowing us the opportunity to improve your experience with us. I have resolved your issue by taking the following actions:

Reviewed your account and confirmed there was a credit balance of $100.00.
The refund was debited from the account on 1/10/2024 and a check was mailed to the address on the account on 1/12/2024.

I have made several attempts to reach by phone and email to provide you with the refund information.
If you need further assistance regarding this matter, please send an email to *************************************** and enter your account number and ********************** name in the subject line, and your request in the body of the email. Your reference number is MH15415967.

Warm regards,
Executive Response Team
Customer Answer
Date: 01/18/2024

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,

Ford *****
Initial Complaint
Date:01/11/2024
Type:Customer Service 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 charged several fees by Fleetcor Credit Card . I have made several attempts to Cancel My Credit Card which is an Arco Fleet Credit Card and They wont do it! Its frustrating spending hours on the phone and I am not getting any action.Their Policy states "You may terminate your Account for any reason by calling customer service or by providing written notice of the termination to us. You remain obligated to pay for any and all transactions, balances, fees, and other amounts incurred up until midnight of the day we receive notice of such termination". How do I contact ARCO? **************
Business Response
Date: 01/16/2024
Greetings,
Thank you for allowing us the opportunity to improve your experience with us. I have resolved your issue by taking the following actions:

I confirmed the address on the account has been updated.
**** has been removed as an administrator and ****** has been added to the account.
I created a new online access for ****** in which she will receive the code to log in instead of you.

I spoke to ****** and she was able to log in and open the payment window.

A credit for the late fee was submitted in the amount of $150.99. The credit will be posted to the account within one to two billing cycles. It may be posted on the next report date.

We offer auto-pay. ****** has the form and will discuss auto-pay with you.

If you need further assistance with this matter, you may send an email to *************************************** and enter your account number and ********************** name in the subject line and your request in the body of the email. Your reference number is MH15389947.

Warm regards,
Executive Response Team
Initial Complaint
Date:01/04/2024
Type:Service or Repair Issues
Status:
ResolvedMore 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.
Constant robo calls throughout the day to collect an unpaid invoice from a company. We have never received a bill via email nor postal. When we confronted the company about the issue, they proceeded with a verification process to identify the account owner. When he could not answer the information about how much was the credit limit. We were informed they could not identify him, but we could go ahead and pay the bill. We insisted that they send the bill to the address that was on the account and we'll pay by mail. They agreed but as soon as we disconnected the robo calls began again. I called the next day and asked to speak to a supervisor. Once I figured I was passed to someone who was pretending to be the supervisor this made me very furious. I called again and asked to speak to a Supervisor. I was told the procedure is to escalate the concern to the supervisor and they will respond. I told the representative this call is escalated and I would like to speak to the supervisor please tell them I would like to pay the bill. The representative told me if I pay the bill with him he could provide a supervisor on the call. I kept calling until I could finally get someone to send an invoice via email. We mailed in the full balance due.
Business Response
Date: 01/10/2024
A *****,
Thank you for taking the time to speak with us regarding your concerns.
While speaking with us, you advised customer service was able to update your statement delivery details and provide copies of your invoice for you to review prior to submitting payment. During this call, you further advised you no longer plan to use the cards but do not wish to close the account. As of this response, your account is still active and open.
If you require additional follow-up or assistance, feel free to contact ******** at the phone number provided during email communication and he will be happy to assist.
Best regards,
Executive Response
Customer Answer
Date: 01/11/2024

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,

A *****
Initial Complaint
Date:01/02/2024
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 received a call from **************** stating my account was past due. The representative advised I had a pass due payment. I told the representative payment are bi weekly and that I just made a payment on 12/21/23 the next payment should not be due I still 01/04/24. FleetCor has an unethical practice of not notifying customers in writing, changing due dates to charge ridiculous fees and on the account. When I inquired why this is ongoing issue ******* stated she needed to generate a ticket.
Customer Answer
Date: 01/05/2024
***** talked with ************************* an Executive Response Analyst she advised she sent a letter uo to the credit department about changing the due date. It was no sense of urgency that the company she works for changed the due date without written notification and sent a bill out on Christmas 12/25/23 with a four day notice for payment due on 12/29/23. The original invoice date was 01/01/24. On today January 04, **** the account was locked bye Fleetcor after we talked with *******, She emailed she was waiting on credit department to change the due date back. I closed the Mastercard account for this same reason. ******* asked to give her chance to fix the issues, however the problem is getting worse. I have not received a response about the Mastercard account that's closed. It seems to be no urgency. I called **************** was told that the account was approved to be unlocked, however the *** said once she reinstated the account it locked again she could not give me a reason. So to date my accounted is paid and locked bye fleetcor. It's just ongoing issues going to close this account too. They just need to waive the late fees they charged me bye changing my account without legal proper notification.
Business Response
Date: 01/17/2024
******************,
Thank you for allowing us the opportunity to improve your experience with us. I have resolved your issue by taking the following actions:

You have two accounts.
BP543 and 2385243
BP543 has received a credit for the late fee and interest charge in the amount of $472.89 on 1/05. The credit will not be applied until the 2/05 report date.
We have placed the account on the do not call list and will leave it unlocked until the credit has been posted.
******************* decided to keep both accounts open since we have resolved the issues.
Both accounts will remain on the terms they were on.

Account ******* was changed to a net 7 in error. We have changed the terms back to a net 10.
The due date on the 12/25 report was 12/29 because the due date would have been on 1/01 since the terms were changed to net 7. However, 1/01 is a bank holiday so the due date was changed to one active business day prior: 12/29.
There was not a late fee assessed to this account.
A credit risk fee was assessed and credits have been submitted.
The fee has been approved to be exempt at this time.
I have remained in contact with ******************* and she has my direct phone number in the event she will need further assistance.

If you need further assistance, please send an email to *************************************** and enter your account number and ********************** name in the subject line and your request in the body of the email. Your reference number is MH15438150.

Thank you for your time and patience. We value your business.

Warm regards,
Executive Response Analyst
Initial Complaint
Date:12/26/2023
Type:Customer Service 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.
The company has had the account disorganized for years, however the last month it has gotten a lot worse. We have a corporate account with them for our business (Microvision Technologies) and we have been paying for cards that don't work for years but paying the bill on time every month for the cards that do work online. In the last month or so the account has been locked and I have been able to pay the bill online (there has been no explanation for the account being locked) I tried to log in and pay online as usual and could not in November. I did pay it once over the phone (in November), but I just need the cards to all work because we are paying for them and I need to access my online account to review and pay the bill like I have done for years. We keep calling the company and every time we get a different answer, they say you are not the administrator and that is not true, then they say I can't find the account, then they say just pay over the phone. Then they ask us how much the bill is. We don't know because we cannot access our account. The company has always had horrible customer service and things never work correctly, but we have been trying with them for years, however not being able to access the account or pay the bill is ridiculous. We want the account unlocked to review and pay the bill without any extra fees because it is their fault and we already pay to have several cards that don't work. I would like to be refunded for the fees for the cards that don't work and never have worked and would like working cards. Until the issue with accessing the account we have always paid the bills and on time. If we cannot access the account and have working cards with decent customer service (customer service is horrible and never correct an issue) the account is more of a headache than a help. I would advise anyone not to use this company unless they can get organized so that things work properly and customer service improves. No negative credit reporting.
Business Response
Date: 01/03/2024
*******,

We hate to hear about your issues with our online portal. We have submitted a request to the customer care team that handles your account type. In the request, we included the issues presented in your complaint and a supervisor was assigned.

Unfortunately, we were unable to reach you by phone this afternoon to confirm if the issue has been resolved. An email was sent containing our contact information, should a follow-up be necessary.

Thank you for your time and patience while we work to improve your experience with our company.

Best regards,

Executive Response
Initial Complaint
Date:11/29/2023
Type:Customer Service 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 more than one occasion, the login process for the website failed to operate properly and prevented me from accessing the account. Multiple attempts to reach customer service were met with the same solution that continued to fail. The company would provide a temporary password and close the case, failing to investigate that the problem occurred on the "change password" portion of the process. Multiple attempts to elevate my requests for help were ignored. Phone support failed to resolve the issue. This, on several separate occasions, prevented me from accessing my account to pay bills and view charges. This resulted in extra fees.This is primarily a website flaw compounded by a non-responsive customer service issue, it led to extra fees on more than one occasion. I cancelled the credit card service in writing.
Business Response
Date: 12/07/2023
Greetings!
We received a complaint from the BBB on your behalf referencing complications with accessing the online portal which subjected you to late fees. Please be advised that we offer ********************************************** order to reach customer service, please be encouraged to call the number on the back of your card for assistance.
We attempted to contact you, but you were unavailable. There was also reference made to a correction to a credit report. If a correction to your credit report is needed, please file a dispute w/ the appropriate credit bureaus.
If additional assistance is still needed, please feel free to reach out to a member of the team.
Thank you,
Executive Response Team
Initial Complaint
Date:11/28/2023
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.
I have reached out since April 2023 that my address has changed and my email /contact information to my accounts manager ******************************* via emails, which I still have, to request my deposit refund made when I opened account with ********************. My account is closed and paid in full, but i had not received my refund. They responded after months of attempts to request my refund, and stated it was sent to a previous address i lived at. And i never received it the address on the check was incorrect and not my forwarding address. Former address was ****************************************************************************, they sent me copy of a check addressed to ****************************************************. *** says the check was cashed. Refusing to send me my deposit. I had given them ample notice of address update, plus I have a old statement with my previous address listed on it so they should have my old address on file and check would have been returned to them because of mail forwarding. Something is off and they are not accommodating my request Resolution Sought I want a full refund, expedited to my new address in ******* Oaks, ** *****
Business Response
Date: 12/04/2023
Greetings,
Thank you for giving us the chance to address your concern regarding the $200.00 security deposit. Following a thorough review of the matter, here are our findings and the resolution:
The check was mailed to the correct address. We understand that the address on the check is apartment 2N/A.
The check was written out to your company name on 7/25/2023 and cashed on 8/22/2023.
The check *** have been intercepted.
I attached the check in a separate email sent to you today.
Given that the check was written in your company name, the establishment that cashed the check should have ensured the account holder who was performing the transaction, is valid.
Please file a police report and a dispute with the establishment who cashed the check.
We apologize that this is not the outcome you had hoped for. However, have done everything we were obligated to do.

For additional support on this matter, kindly email **************************************** Include your account information in the subject line, reference number ******** in the email body, and provide a concise description of your request. An agent will reach out to you promptly.

Warm regards,
Executive Response Analyst
Customer Answer
Date: 12/04/2023

Complaint: 20924955

I am rejecting this response because:

Sincerely,

*****************************
Business Response
Date: 12/08/2023
Greetings,
Thank you for the opportunity to review the matter of your security deposit in the amount of $200.00. We have completed your rejection and our conclusion is outlined below:

The check was mailed to the old address on the account with the correct apartment number 2. Apartment 2 N/A. N/A means non-applicable.
The check was delivered and cashed.
Given your statement that the check was intercepted, please file a police report since the individual committed fraud.

We understand that the outcome is not what you had hoped for and we sincerely apologize.

If you will need further assistance, please send an email to **************************************** Your reference number is 5803MHBF15181996.

Respectfully,
Fleetcor
Customer Answer
Date: 12/09/2023

Complaint: 20924955

I am rejecting this response because:
I have contacted Fuelman/Fleetcor numerous times, regarding my address update in 2022, also ***** to account managee/contact ******** over the phone at her extension, emauled Fleetcor to email on website as well, emails are attached. I called the bank on the check, your bank PNC closest location to my home is one hour away, this is an inconvience. Where is the accountability of this company when I have communicated with Fuelman, via emails and calls prior to the check disbursement thar never reached me at my new address as informed in emails and calls to ********************

Sincerely,

*****************************
Business Response
Date: 12/18/2023
Greetings!
We would like to apologize for the inconvenience. However, a check was sent to the listed address. Our records indicate that the check was cashed. Due to this, we would be unable to provide any additional assistance. We would like to encourage you to pursue action against the party that cashed the check.
We know this is not the desired outcome and hope this helps. 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
Customer Answer
Date: 12/18/2023

Complaint: 20924955

I am rejecting this response because:

Sincerely,

*****************************
Customer Answer
Date: 12/19/2023
I have contacted PNC bank and was advised to contact Fleetcor.
Business Response
Date: 12/20/2023
Greetings,
Thank you for allowing us the opportunity to review your complaint. As previously discussed, the check was mailed to the correct address with the apartment number listed as apartment 2 but N/A was included. This should not have deterred the check from being delivered to the correct address and if so, it would have been returned to us.

Given that the check was intercepted and cashed, please file a police report since this is considered fraud.
PNC bank will be able to provide you with the merchant who cashed the check.

We understand that this is not the outcome you have anticipated and sincerely apologize.

You may contact our support team at *************************************** and enter your reference number MH15258891 in the subject line. Include your account number and ********************** name in the subject line. An agent will contact you as soon as possible.

Warm regards,
Executive Response Team
Customer Answer
Date: 12/20/2023

Complaint: 20924955

I am rejecting this response because:
I am going in circles with this complaint, i continue to get same reply, and cobtacted PNC bank on ******** in ***********, was infirmed to follow yp with Fleetcor
Sincerely,

*****************************
Business Response
Date: 12/27/2023
Greetings!
We wanted to provide the necessary clarification in an attempt to diffuse any frustrations.
Upon review of your complaint, we've identified the following:
- A check was processed and sent to the address requested.
- We were later informed the check was intercepted from the requested address and our records indicate it was successfully cashed. We understand this is unfortunate, however, the party requesting the check should've been properly verified before proceeding with the cashing of the check.
- Due to this, it is necessary for you to seek legal action against the party that confiscated the check. Please be encouraged to follow the appropriate steps to seek legal assistance for resolution.
At this time, there is no further reimbursement to extend.
We would to apologize for the confusion and inconvenience. If assistance is needed regarding another matter, please feel free to reach out to a member of the team.
Thank you,
Executive Response Team
Customer Answer
Date: 12/27/2023

Complaint: 20924955

I am rejecting this response because:
I contacted PNC Bank, they informed because Fleetcor is the customer, ********************** must file a claim, and settle the matter with me., I am not a PNC Bank customer and cannot retrueve information on where check was cashed, who casshed it and so on. Only Fleetcor Technologies and PNC Bank has access to that information.
How do I seek legal action against anyone when I dont know how or who cashed the check, I do not have this information, Icam contuniung to seek my full refund from Fleetcor until paid.
Fleetcor did not follow through on my address update as stated in emails between the Fleetcor representative, ***************** and myself emails were previously attached showing i provided an address update prior to check disbursement.
Sincerely,

*****************************
Business Response
Date: 01/05/2024
Greetings,
Thank you for allowing us the opportunity to improve your experience with us. I have resolved your issue by taking the following actions:

PNC Bank will provide us with the forms for you to complete so they may start their investigation to recover the funds.
Once I receive the forms, I will email them to you along with instructions.
When Fleetcor receives the funds from PNC Bank, a new refund check will be mailed to your new address.

In the event you need to contact us you may send an email to *************************************** and enter your account number and ********************** name in the subject line. Your reference number is MH15309099
I have provided you with my direct phone number and email address. Please do not hesitate to contact me.

We appreciate your time and patience.

Respectfully,
Fleetcor
Customer Answer
Date: 01/09/2024

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. If not resolved as mentioned I will open a new complaint.

Sincerely,

*****************************
Customer Answer
Date: 03/25/2024

Complaint: 20924955

I am rejecting this response because: I opened an account for fuel credit card through Fleetcor. ****** was required to open accpunt. I paid balance in full and requested my deposit of 200 to be refunded after accpunt was closed. It has been over 8 months. A check was sent to a previous address of mine, after I had informed my fleetcor contact of update on address. The check was intercepted, issued by PNC bank. I filled out a claim form but still have not received my refund. It has been four weeks and nothing resolved yet. I have emails as a papertrail of communication with Fleetcor rep ************************************************************************** class="ctc-tooltip">
Business Response
Date: 04/02/2024
Greetings,
Thank you for giving us the chance to address your concern regarding the $200.00 security deposit. Following a thorough review of the matter, here are our findings and the resolution:

The check was mailed to the correct address. We understand that the address on the check is apartment 2N/A.
The check was written out to your company name on 7/25/2023 and cashed on 8/22/2023.
The check *** have been intercepted.
I attached the check in a separate email sent to you today.
Given that the check was written in your company name, the establishment that cashed the check should have ensured the account holder who was performing the transaction, is valid.
Please file a police report and a dispute with the establishment who cashed the check.
We apologize that this is not the outcome you had hoped for. However, have done everything we were obligated to do.

For additional support on this matter, kindly email ***************************************. Include your account information in the subject line, reference number ******** in the email body, and provide a concise description of your request. An agent will reach out to you promptly.
An inquiry was sent to our **************** on the next steps to provide resolution and to request any additional updates. It was stated that we are currently awaiting funds to be received to our bank. This process can take 120+ days. We are at a standstill until this has been completed.

Warm regards,
Executive Response Team
Customer Answer
Date: 04/03/2024

Complaint: 20924955

I am rejecting this response because: I will keep conplaint open until this is resolved.

Sincerely,

*****************************

Initial Complaint

Date:11/21/2023

Type:Product Issues

Status:

Answered

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.

Attempted to male a payment, rep hung up on me. Called back and asked to speak to a supervisor. Rang over 100 times and no one picked up. Business has ethically questionable business practices that are praying on card holders

Business Response

Date: 12/07/2023

*****,

We hate to hear about your customer service experience with our agents. After reviewing phone calls and account notes, along with further concerns you addressed during phone conversations, we have notated the following points:

- The account was locked in January-February 2023 for return payment NSF.

- ************************ reinstated the account after the return payment amount was recovered at a reduced credit limit. This reduction was due to reviewing card usage history and payment history.

- No account update form or case with an update request was received and linked to your account, resulting in possible outdated information being present in our customer service systems.

- The agent(s) prompting your BBB complaint will be coached after finding areas of opportunity with call handling, tone, and procedures.

The agent handling this complaint has provided a direct email containing the above information as well as their direct contact information if you feel further assistance is required.

Thank you for your patience while we researched and awaited call pull results.

Best regards!

Customer Answer

Date: 12/11/2023

Complaint: 20900572

I am rejecting this response because:

*****,

Below are our account findings from research and call pulls, some of this information was shared directly with our BBB response as well.

- ************************ reinstated the account after the return payment amount was recovered at a reduced credit limit. This reduction was due to reviewing card usage history and payment history.

GB: after repeated calls, talking to numerous departments, receiving repeated disrespect from call center representatives, NO one provided me any explanation as to why there was a reduction in my credit limit.

- No account update form or case with an update request was received and linked to your account, resulting in possible outdated information being present in our customer service systems.

GB: Did you review all calls linked to my account? I was told by many of your representatives that all calls were recorded. If you had pulled these recorded calls, you would have found the request. You system failed you in your research and to support me in finding answers.

- The agent(s) prompting your BBB complaint will be coached after finding areas of opportunity with call handling, tone, and procedures.

GB: the agent(s) were the tip of the iceberg that prompted the outreach. Your company still did not provide any actionable information or reason why any of the above was happening. I asked for my time, wasted time, energy, and effort to be compensated for the problems your agents caused. This is what I need.

Sincerely,

***** Brain

Business Response

Date: 12/18/2023

Greetings!

We want to apologize for any confusion and wanted to provide the necessary clarification. Accounts are subject for review every 90 days. Upon review, limits were extended according to the true usage. Correspondence of this decision was sent via email to provide the update.

The exchanges on your account were all reviewed to identify any ****************** opportunities. We would like to also apologize for the extensive time utilized to find resolution. However, we do not offer compensation to customers for potential loss of wages or time.

At this time, we hope we have provided the necessary clarification. If not, please feel free to reach out to a member of the team.

Thank you,

Executive Response Team

Customer Answer

Date: 12/18/2023

Complaint: 20900572

I am rejecting this response because:

This reply is deflecting the reality of what happen. NO ONE has been able to explain the reason used to reduce my credit limit, then suddenly increase it - all done with zero notice to me. Since I have brought this to a public attention, the company is attempting to provide an answer. The answer is not a legal or satisfactory one.

I wasted hours of time, energy, and money to find answers and still do not have an *********************** compensation is the only solution here.

***** Brain

Initial Complaint

Date:11/19/2023

Type:Billing Issues

Status:

Answered

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.

BP543 is the Mastercard account, I have reset billing date of the 19th of each month. Agreed upon bye the business to keep my business, I was going to close my account because of some of the new billing policies. They agreed to leave my due date as a fixed date. well this month I noticed my due date was moved up to the 17th. I emailed was told they did it because the 19th a Sunday. Said the due date should be 20th if it fell on Sunday. I was told that my account would be charged a ****** fee. That is ridiculous an I refuse to pay it. Then I was told my other Gas account regular fuel man Account was charged Risk based fee 27. 73 for account *******. I have had the account 10 plus years it's no risk. After the fees issues are resolved I will be closing all my accounts with this company this is it. Please see all the additional fees just charged for sake if fees.Extended Network Pricing $30.00 Regular Package Fee $25.00Risk Based Pricing $ *****

Business Response

Date: 11/22/2023

Greetings!

We received the complaint and would like to thank you for the opportunity to address.

Successful contact was made where we discussed the drafting of the account when holidays occur. Clarification was provided of our process and the customer understood. '

No additional questions, concerns, or issues were referenced.

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

Thank you,

Executive Response Team

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