Compass Fleet & Merchant Services

Complaint: [redacted] I am rejecting this response because: I have attached a letter with our complaints still Plus there call logs don't line up On one our call on 9/6/ isn't even noted and on another Kristen was the one whom handled the call, Not *** We feel the least the company can do is refund us the final payment of $due to: no statements being mailed from Oct - Dec, yet a payment was taken from our account We have always been sto receive a paper bill and the moment we thought we where cancelled we stopped receiving statements and our company isn't sto get them on-line.Sincerely, [redacted] For [redacted] ***

To whom it may concern,We received two calls on 8/at 9:and another at 3:26, records would indicate that the merchant requested account closure information. Our procedure is to request a cancellation letter on the merchants letter head signed by the account holder, in return we send
a WEX termination letter to remove the customers name off of the WEX, “accepting locations” web-siteTermination letter also acts as proof for the customer that we have received their communication.The account closure info procedure was explained to the merchant as indicated in the attached.On 9/06/I received a cancellation letter, and forwarded it to our Admin *Alex S*** to send the customer a termination letter, (Alex is aware of our cancellation procedure) And close the account, which Alex failed to do. We don’t have any record of communication from *** until Friday 11/when Josh Paddock was made aware by Angel that the account had not been cancelled.Josh instructed Alex to close the account and the account was closed and confirmed with First American on 11/04.However Alex once again failed to send the termination letter.I received a call on 12/from the owner and made sure the termination letter was sent. We didn’t receive the letter until the 8th and apparently *** sent the letter directly to WEX instead of returning to us as instructed. Upon receipt a check was cut for to cover Oct/Nov fees or which included a reoccurring account fee and account minimum. FYI, We were all very apologetic for Alex’s failure to send the appropriate doc in a timely manner and never disputed the fees owed. I was shocked to receive a formal complaint and contacted *** who from what I understand made the complaint to see if she would with draw it after explaining that Alex is a disabled Veteran and was going through some personal issues that clearly were effecting his work. Merry Christmas!

The customer acknowledges in their response that they sent a cancellation letter on 9/and made a follow up call on 9/to insure that we had received
They acknowledge they had a clear understanding they would be receiving a WEX cancellation letter in a timely matter (typically e-mailed same day) that would act as confirmation that we had received their letter and by signing and returning would remove their name from the WEX accepting location web-site
With that understanding they acknowledge they waited approxmonths before contacting us (see call log) to let us know that they hadn’t received the WEX cancellation letter
Over the course of that time they would receive two separate ACH’s from their checking account in the amount of from the processing bank clearly indicating that the account hadn’t been closed
A letter was sent the third week in September (see attached) that indicated that the account hadn’t been closed and action needed to be taken for the merchant to view their account statement(s). No action was taken
When the account signer, *** *** contacted me in November to complain, we immediately researched the account notes and logs to see if any correspondence had been sent
Alex was the sole employee on the help desk at the time and couldn’t recall if the termination letter had been sent and had failed to note the account
Regardless of whose fault it was, our knee jerk reaction was to apologize for the error and let the customer know that we would immediately refund any over-charge. We would still require the cancellation letter but had closed the account and would cut a check upon receipt of the doc for any over-charge
At no point did we ever dispute or refuse a refund for the entire amount charged on the receipt of the first cancellation letter until the time the account was closed
We didn’t receive the WEX cancellation letter back for several days after rushing it when it was brought to our attentionWe contacted the customer and learned instead of returning it to us as instructed, it was sent directly to WEX without notification
That same day, it was determined that their name had been removed from the site and the funds were reimbursed by check
Statements are available on line for all month(s) activity. The December statement reflects November activity and so on and so forthThe account was used in September so those fees continue to apply
The refunded amount applied to October and November which was reimbursed in the amount of
In addition, the merchant had three months of free advertising on the WEX web-site which may or may not have been the goal
In regards to the call still being recorded after we believed to have hung up: We’re a tight knit office/groupWe joke with our customers and each other and admit when we mess upAlexwas responsible for this customer and acknowledged that he deserved to be “thrown under the bus.” But not tarred and feathered
In Alex’s defense, I explained to *** that Alexis a disabled Veteran that was going through personal issues at that time that were clearly effecting his performance*** replied, “it wasn’t her problem.” And she’s right, it isn’t her personal problem, its everybody’s problem
We hire and support disabled Veterans, sometimes they forget
*The WEX, “accepting location” site provides a service/value by advertising merchants contact info and location to approxmillion government and commercial fleets that carry a WEX card for the soul purpose of paying for automotive maintenance and repair services/fuel
It’s up to the fleet driver or company to choose which vendor they use. Most of our customers believe that the monthly fee is nominal compared to what they would pay otherwise for the exposure
In addition, we aren’t your typical MSP and go out of our way make our family of customers happyThis is our second complaint in years! Cheers!

Complaint: ***I am rejecting this response because: I have attached a letter with our complaints still. Plus there call logs don't line up. On one our call on 9/6/ isn't even noted and on another Kristen was the one whom handled the call, Not ***. We feel the least the company can do is refund us the final payment of $due to: no statements being mailed from Oct - Dec, yet a payment was taken from our account. We have always been sto receive a paper bill and the moment we thought we where cancelled we stopped receiving statements and our company isn't sto get them on-line.Sincerely,
*** ***
For
*** ***