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Reviews FleetCor Technologies

FleetCor Technologies Reviews (19)

Initial Business Response / [redacted] (1000, 5, 2014/05/10) */ Please provide a company name and account number that we may further research Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company gave no resolution yetTheir response was that they need more infoSo in response to their further inquiry, our company name is [redacted] and our acct number is XXXXXXXXXX Last month we made our payment at 11:am PST and called in to ensure it was posted on time and the rep told us yesThen we were still charged a late fee which we had to call back, argue and threaten cancellation of our acct to get refundedOur print out confirmation of our payment shows it to be on time This latest month, our bill was due on 5/3/so we made the payment at 9:am on 5/3/only to be told that because it was a Sat, it posts the next business day making us late againThere is no such disclosure online when making a payment to the account, only that it has to be made prior to pm EST which we complied with We are happy to have our bill taken out automatically to avoid this continual back and forth with FleetcorHowever, for some reason, we have to apply to be considered for this convenience!!!! I know of no other credit card organization that has policies like thisI'm sure this can only be because they try to discourage the automatic payment process in the hopes of increasing revenue through late feesSomething is very wrong with this process at Fleetcor Final Business Response / [redacted] (4000, 9, 2014/05/23) */ Revdex.com Complaint # XXXXXXXX Account number # XXXXXXXXXX This is in response to the Revdex.com complaint we receivedWe appreciate the opportunity to respondThe Chevron and Texaco Business Card Account is a business account restricted to business useFleetCor Technologies Operating Company, LLC (FleetCor) operates the Chevron and Texaco Business Card fleet card programTherefore, your letter has been forwarded to our office for reply In the Complaint, the customer raises concerns in regards to late fees being charged to the account and difficulties experienced when trying to get Automatic Payment Service The fees in question were charged for payments being received past the due day due to confusion with the business day cut off time for the on-line payment service The customer had been charged four fees in total, two had already been previously reversed as courtesy reversalsWhen we spoke to the customer on 5/23/we entered a reversal for a third courtesy fee reversal of the amount of $ We had also obtained approval for the Automatic Payment Service set upWe explained the service to the customer who stated he still had interest in the service and we sent him the necessary form, via email per his request, to have the service set up Customer was satisfied with the actions taken at time of call on 5/23/ Thank you for taking time to share your concerns

Initial Business Response / [redacted] (1000, 16, 2015/07/21) */ We received a Revdex.com complaint from Chevron corporate but as the fleet card issuer, addressed the complaint (response below)Please consider this our formal response and let me know if you have any questions 1/16/- [redacted] *** called to dispute chargesCustomer Service Agent sent DTW, but it appears she sent the wrong DTW 4/9/- We (Fleetcor Fraud Dept) received the claim via faxThe customer never actually filled out the correct form, but we reviewed the claim anywayOur investigation was as follows: o Charges were found to be outside the customer's previously established fueling pattern in regards to location, fuel type, dollar amount, and method (counter vs pump) o Charges were determined to be typical of counterfeit activity o Customer has more than active cards on the account 4/30/- Fraud Dept reviewed claim with High Dollar committeeDespite the charges following a typical counterfeit activity pattern, the committed ruled the claim would be denied per the Terms and Conditions of the Cardmember agreementcard rule Customer was notified via email on 5/12/that his claim was deniedNo provisional credit was issued Please let me know if you have any other questions Thank You, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 18, 2015/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was not informed of the card policy Final Business Response / [redacted] (4000, 21, 2015/08/03) */ The customer did not receive email notification regarding the card rule, rather Terms and Conditions that were issued by mail Here is the response to the customer's latest comments 7/- At the time this account was sthe customer received Terms and ConditionsIn addition, revised T&C's are sent out periodicallyThe last revision was sent out in January Please refer to Section Lost and Stolen Cards - "Customer understands that it is liable for unauthorized use of the Account and Cards to the fullest extent permitted by applicable lawCustomer agrees in any event that if at any time Customer has been issued ten (10) or more Cards at Customer's request, then Customer waives any and all limitations of liability for unauthorized use of such Cards." Please let me know if you need any additional information Kind regards, ***

Initial Business Response / [redacted] (1000, 5, 2014/05/01) */ Please provide an account number and company name that we may further research Final Business Response / [redacted] (4000, 8, 2014/05/05) */ Revdex.com Complaint # XXXXXXXX Account number # [redacted] This is in response to the Revdex.com complaint we receivedWe appreciate the opportunity to respondThe Chevron Texaco Business Card Account is a business account restricted to business useFleetCor Technologies Operating Company, LLC (FleetCor) operates the Chevron and Texaco Business Card fleet card programTherefore, your letter has been forwarded to our office for reply In the Complaint, the customer raises concerns in regards to Business day cut off times for telephone paymentsWe explained the cut off time is 2:pm Eastern Standard time (11:am Pacific Standard Time) Customer stated she was told she was making partial payments when she is notWe explained by making payments on the due day which is her statement cycle day, the new statements will reflect no previous payment and may appear as only partial payments being received Customer stated on billing cycle where she was billed a late fee but there was no activityWe explained that with her weekly billing cycle the activity for the past due payment in question was the prior week's billingExplained payment in question was due on 4/14/and was not received until 4/17/ Thank you for taking time to share your concerns

Initial Business Response /* (1000, 8, 2015/04/13) */
Account number # XXXXXXXXXX
Mr***,
This is in response to the Revdex.com complaint we receivedWe appreciate the opportunity to respondThe Chevron and Texaco Business Card Account is a business account restricted to business use
FleetCor Technologies Operating Company, LLC (FleetCor) operates the Chevron and Texaco Business Card fleet card programTherefore, your letter has been forwarded to our office for reply
In the Complaint, the customer raises concerns in regards fees charged to the account as a result of payments not being receivedThe customer stated they were not getting statements and associates were filing the information to correct the billing issue and take action on the feesUnfortunately the reversals did not postCustomer communicated the information again and reversals have already been entered to the account for the three Late Fees and Finance Charges in question in full ($for the three Late Fees and $for the three Finance Charges)The reversals posted to the account on 3/27/
Thank you for taking time to share your concerns
Initial Consumer Rebuttal /* (2000, 10, 2015/04/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/10/06) */
This is in response to the Revdex.com complaint we receivedWe appreciate the opportunity to respond and regret the delay in our reply
The ARCO Business Solutions Account is a business account restricted to business useFleetCor
Technologies Operating Company, LLC (FleetCor) operates the ARCO Business Solutions fleet card programTherefore, your letter has been forwarded to our office for reply
Customer submitted his dispute to the Comdata organizationComdata submitted his dispute electronically to Fleetcor on 8/26/The customer disputed $in transactions with a date range of 8/3/through 8/20/The claim was reviewed, denied, and the customer was sent notification via postal mail by 9/4/
The letter sent indicated that his claim was denied per the Terms and Conditions of the Card Member Agreement which state that the card holder "waives any and all limitations on liability (if he has) or more active cards" on the accountThe customer references previous fraud claims that were paid out, but Fleetcor was unable to identify any such claims without further details from the customerFleetcor does reserve the right to pay out fraud claims to customers with or more active cards, but has elected not to do regarding this claim
Regarding his contention that the charges should not have gone through without the PIN, he would be correct as long as the card is used at a location that has PIN protection technologyHowever, there are many gas stations through the country that still do not have the technology to prompt for a PINThis account was set up to require a PIN at stations that have the technology to PIN prompt, but also to allow transactions at stations that do not have the technology to prompt for a PIN
The customer was not happy with the decision to deny his claim, so he contacted Karen Waller of the Comdata Corporation (with whom he had dealings in regarding a separate issue)She informed him that she could not help him, and forwarded his email to the Fleetcor Fraud Dept
We have received his request to "re-examine" his claimThough we have not yet responded to his request to review the claim a second time, the outcome will be the samePer the Terms and Conditions of his card member agreement as dictated in our original letter, the customer waives his limitation on liability if he has more than active cards
Initial Consumer Rebuttal /* (3000, 7, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When we were first approached by ARCO to sign up with their card, we were clrealy told there would be no fraud liabilityWe started with two or three cards and they were only for use at Arco Gas stations, which was fineAs our Business grew we added more cards, and not once were we notified of the card rule - otherwise we would not have added the cardsAT some point Arco decided to "Upgrade" our account to Universal which enabled filling up at other than Arco gas stations, this was not something we asked forWe were happy with the cards being limited to Arco Gas Stations with the PIN requirement, again no notification was made by Fleetcor of the added liability of fraud at Gas Stations other than ArcoThese were "Slipped in" as a matter fact, shifting liability to our Company without our Clear KnowledgeTo Re-iterate, all the fraud has been at other than Arco Stations, and out of our service area of San Diego, These Transactions should have been Flagged by Fleetcor and Comdata which is owned by Fleetcor, as they were obviously out of town AND for amounts very large and different from what we normally charge
This is the First response we have had in days of follow upWe stand firm in our decision to receive full credit for all the fraudulent charges as they should have been flagged by Fleetcor and Comdata fraud detection teams, regardless of card rule - that we were never made aware of as the business grew and more cards were neededWe would like to see a signed agreement by our Authorized Company Officer, of the card ruleWe do not have signed agreement showing we accepted these "new" terms, which are completely different from what we were told when Arco solicited our Business about years ago
We were were specifically told there would be no Fraud Liability to our company when we signed up
Final Business Response /* (4000, 9, 2015/10/12) */
We have no signed contractsOur customers have no contractual obligation to use the cardInstead, we have a terms and agreements page that states if the customer uses the cards, they are accepting the terms and conditions as they are writtenBy using the card and paying for services, the customer acknowledges that he accepts the terms and conditions as they are writtenEvery statement (both for ARCO proprietary and ARCO MasterCard) has the card rule on the back of the first page of the statement with other terms and conditionsPlease provide documentation guaranteeing no fraud liability for further research
Final Consumer Response /* (4200, 11, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is obviously not going anywhereFleetcor has as of today not returned any calls or Emails to us directly to resolve this issueWe were specifically told at initial sign up that there would be no fraud liability - otherwise we simply would not have signed up with them!Over time they have "slipped in" new terms and conditions without any signed contracts showing that our company accepts these changes, it's classic "Bait and Switch" tactics
In retaliation they have closed our account
We will go with another Fleetcard program that offers better protection from no fault fraud
At this point We will let our Attorney handle this going forward
I thank the Revdex.com for taking our complaint, and the Revdex.com's ability to extract a response from Fleetcor
Unfortunately this is just another example of "Big" business taking advantage of "Small" business

I had a fee of $on Aug and ifleet added a late fee that I wasn't aware of so it accumulated of the next few weeks to $on Sept 26th I didn't see this until Oct which I paid it in fullI then got a call on Oct Stating I was past dueI checked my account and saw that I was given yet another late fee for $Which I tried to disputeThe customer service rep that called me stated that because I had continuous late fees for the month of SeptI would have to pay the new late fee as wellI paid it today Sat Oct at 1:pm MST
This is not the first time that this company has charge late fees and refused to fix the problemThis is a weekly payment system for business and I highly recommend to other businesses that you stay clear from this company

Initial Business Response /* (1000, 5, 2014/07/01) */
Revdex.com Complaint # XXXXXXXX
Account number # ***
This is in response to the Revdex.com complaint we receivedWe appreciate the opportunity to respondThe Chevron and Texaco Business Card Account is a business account restricted to business
useFleetCor Technologies Operating Company, LLC (FleetCor) operates the Chevron and Texaco Business Card fleet card programTherefore, your letter has been forwarded to our office for reply
In the Complaint, the customer raises concerns in regards to his account being closedThe account was deemed as a High Risk accountTransactions for his fuel card were processed through his company's Square card readerThis practice is prohibited per the Terms and Conditions of this account
The customer expressed concerns in regards to his experience with our Customer Service associatesOur telephone systems indicated two calls were placed by the customerOn the first call he was placed on hold while the associate retrieved information and the line went deadIt could not be determined if the associate or the customer disconnected the callThe second call was transferred to the appropriate departments to address the matterThe customer spoke to the Fraud department, who was dealing with the situation, and he was provided all the correct information at the time of the callMembers of the management team have listened to the calls in question and the associates were deemed to have acted in a courteous and professional mannerThe customer is being contacted directly as a result of this complaint to try to clarify any information the customer may still have questions about
Thank you for taking time to share your concerns

Initial Business Response /* (1000, 5, 2014/05/06) */
Revdex.com Complaint # XXXXXXXX
Account number # ***
This is in response to the Revdex.com complaint we receivedWe appreciate the opportunity to respondThe Chevron Texaco Business Card Account is a business account restricted to business use
FleetCor Technologies Operating Company, LLC (FleetCor) operates the Chevron Texaco Business Card fleet card programTherefore, your letter has been forwarded to our office for reply
In the Complaint, the customer raises concerns in regards to late fees being charged to the account since Our Terms and Conditions state that a customer has days to dispute any transactions and/or charges, after that it is deemed as undisputed
Customer may contact customer service to initiate a dispute
The fees in question were charged for payments being received past the due day
Payment was due on 2/05/in the amount of $3,and payment was not received until 2/08/
Payment was due on 1/05/in the amount of $4,and payment was not received until 1/08/
As a gesture of good will, we issued two credits for the Late Fees and Finance Charges of $and $747.62, which show on the last billing statementPrior to the account being closed, we had also extended the original payment terms of the account from the standard NETto NETin order provide a greater opportunity to ensure payments arrived on time, and the in the course of the last conversation we mentioned the free options to receive statements via email and our free online payment service to reduce mail time
Thank you for taking time to share your concerns
Initial Consumer Rebuttal /* (3000, 7, 2014/05/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have contacted customer service for a dispute numerous times and they have not been helpfulThey had a representative tell me that some of the payments were not late! yet they can't do anything to reverse these fees because they are past the daysthis company has our contact information and has the power to make things rightI am willing to come to an agreement in the middle, but they need to offer something to usthey changed the account to a net after we were already closing accounti also requested online bill access times and to date have not received the informationi have documented proof of when bills are received and paidsomething is not right with this companyi don't understand how they take days to get our paymentswe send the payment out within 1-days after receiving the billwe have no other issues with vendors and we have been in business for yearssomeone needs to stop this company from their sneaky practices
Final Business Response /* (4000, 9, 2014/05/22) */
Revdex.com Complaint # XXXXXXXX
Account number # ***
This is in response to the Revdex.com complaint rebuttal we receivedWe appreciate the opportunity to respondThe Chevron and Texaco Business Card Account is a business account restricted to business useFleetCor Technologies Operating Company, LLC (FleetCor) operates the Chevron and Texaco Business Card fleet card programTherefore, your letter has been forwarded to our office for reply
Our Terms and Conditions state that a customer has days to dispute any transactions and/or charges, after that it is deemed as undisputedCustomer may contact customer service to initiate a disputeThe customer did not start to inquire about late fees charged to the account until well after that time frame
Customer indicated in a conversation with Fleetcor management on 3/31/that she just recently started to review the entire statement as it was brought to her attention that they were receiving fees*** mentioned they have received fees for a few yearsWhile it is the responsibility of the customer to review their statements monthly and to make payments appropriately, we did agreed to do a reconciliation of the payments and to audit each check received separately, noting the received dates stamped on the back to confirm the dates of receiptIt was determined out of of these payments were confirmed as being received late, we did reverse late fees as a courtesyIn our audit it was confirmed the number of days late were anywhere from 2-days, averaging daysThe company continues to dispute the fees even though the documentation they sent to us confirmed no errors were made on our part
The fees were charged for payments being received past the due dayCustomer was provided with information as to the due dates and the dates of receipt of payments that had a late fee chargedOur Terms clearly state we cannot go by the post mark date of a paymentWe go by the date a payment is received
As a gesture of good will, we issued two credits for the Late Fees and Finance Charges of $and $747.62, which show on the last billing statementPrior to the customer choosing to close the account, we had also extended the original payment terms of the account from the standard NETto NETin order provide a greater opportunity to ensure payments arrived on time, and the in the course of the last conversation we mentioned the free options to receive statements via email and our free online payment service to reduce mail time
Thank you for taking time to share your concerns

I am a business ownerI had a fuel card with *** which hires Fleetcor to do their billingMy office manager neglected to tell me he hadn't keep up with billUpon review for example; I found an invoice for dollars upon which they assessed a dollar late fee
I made an agreement to pay payments of with *** *** one of their claims agentsThose payments were madeNow they continue to extract money from my business account and *** fails to return my calls
This company is fraudulent and if possible I suggest anyone steer clear

Initial Business Response /* (1000, 7, 2015/09/02) */
[redacted],
We responded to your complaint on 8/10/15 prior to case transfer. We are sending here again. Please see details below.
8/10/2015
[redacted] ...

XXXXX
Compliant # XXXXXXXX
Account # [redacted]
Dear [redacted],
This letter is in response to the Revdex.com complaint we received. We appreciate the opportunity to respond and regret the delay in our reply.
The Chevron Universal MasterCard Account is a business account restricted to business use. FleetCor Technologies Operating Company, LLC (FleetCor) operates the Chevron Universal MasterCard fleet card program. Therefore, your letter has been forwarded to our office for reply.
In the rebuttal the customer raised the following concerns:
1. Texaco/Chevron failed to send any of my paper statements as required
6/1/15 - During the set up, it appears that the address required 2 lines - the apartment number was cut off reading Apt 1 rather than Apt 101. Statements were promptly sent once we were aware of this issue.

2. Texaco/Chevron cancelled my cards for Fraud that did not exist without notice
7/28/15 - Our Fraud Department determined there was suspicious activity and blocked the cards - at the same time they ordered a replacement cards which should have arrived within 3-5 business days and sent the customer an email informing her of this action. Due to the address issue the cards were sent back to us as undeliverable.
3. Texaco/Chevron sent four sets of cards with one set not requiring signature by Fed Ex & laid on my door in my apt. complex
Appears the original set of 2 cards was never received. On 6/8/15 customer ordered replacement cards. According to Fed Ex cards were delivered to someone named [redacted] (unknown individual) - cards not received. Replacement cards were again reordered on 6/18/15 with the corrected address manually entered into the system. Again customer never received those cards. The 4th set of cards (2), were requested by our Fraud Department on 7/28/15 to replace the cards locked for fraud. That package was returned to us on 8/4/15 due to the address issue.
4. When I called to close the account the representative was rude & totally un helpful
8/5/15 - Agent attempted to inform the customer of our process and advised he would email her the form. She insisted that he close the account immediately. Every time the Agent tried to speak the customer would start yelling at him to close the account now. Agent attempted to inform her that he was locking all the cards so that the cards could not be used and that we would wait for the close request in writing. At this point the customer was talking over the agent. The customer asked to speak to a Supervisor and Agent informed her that at that moment there were no Supervisors available, but offered to have this issue escalated and have someone call her back. She refused and indicated she would call back.
Customer immediately called back and the call went to the same Agent. As soon as he indicated who he was she disconnected the call.
5. Statements showed current activity with no transaction historytherefore I sent a dispute requesting transactions & receipts as required by Fair Credit reporting actinstead of honoring my request I received 6 emails with transactions no receiptsfinally I had to tell customer service rep for the 4th time this was disputed send as required by law to disputed section
At the time of billing two reports are delivered to the customer: the monthly statement which shows the amount due and the Fleet Management report which shows all the transaction for which the customer is being billed. On 8/5/15 the customer reported she was not receiving her statements. The Agent emailed her both the statements and reports which included the individual transactions. There are no notes indicating the customer requested receipts. We only receive the transactions electronically from the merchants, we do not have receipts. Had the customer asked for receipts, she would have been advised that she would need to get those from the merchant.
6. It took 3 emails to find out if account was closed as I requested
8/5/15 - Customer emailed 3 times on the same day 8/5/2015 as the cards were being blocked and the credit limit was zeroed out in our system so that no one could use the cards or charge on the account. The customer may not have heard the agent in the previous call stating he was locking all cards and emailing the Account Closure Request Form to the customer for completion.
7. Even after asking Customer Service Rep to discontinue sending me emails with same info over & overit continued to be sent
No notes in our system indicating duplicate information being sent to the customer with the exception of the Account Closure Request Form.
8. The balance quoted in three emails by customer service rep was wrong as I made a payment of $79.00.
To date there have been no payments made on this account. On 8/5/15 the customer was sent an email indicating the late fee, interest charge and paper statement fee had been reversed leaving her with a balance of $152.03. In addition, the Transaction Report was emailed to her for review which has the transactions to back up the balance due.
9. Customer Service is by far the absolute worse I have ever seen at Chevron/Texaco to the point I will not be using their gas stations to even buy fuel
We are sorry that your experience has not been a pleasant one. We take our service seriously and will definitely provide coaching to ensure these types of issues do not reoccur. Please accept our sincere apology for any frustration you have experienced.
Sincerely,
[redacted]
Customer Service Supervisor
Chevron Universal MasterCard
PO Box XXXXXX
[redacted] XXXXX
Initial Consumer Rebuttal /* (3000, 9, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear [redacted],
This letter is in response to the Revdex.com complaint we received. We appreciate the opportunity to respond and regret the delay in our reply.
The Chevron Universal MasterCard Account is a business account restricted to business use. FleetCor Technologies Operating Company, LLC (FleetCor) operates the Chevron Universal MasterCard fleet card program. Therefore, your letter has been forwarded to our office for reply.
In the rebuttal the customer raised the following concerns:
1. Texaco/Chevron failed to send any of my paper statements as required
6/1/15 - During the set up, it appears that the address required 2 lines - the apartment number was cut off reading Apt 1 rather than Apt 101. Statements were promptly sent once we were aware of this issue.
Answer: To date I have not received any paper bills from Chevron as required by law Fair Credit Reporting Act
2. Texaco/Chevron cancelled my cards for Fraud that did not exist without notice
7/28/15 - Our Fraud Department determined there was suspicious activity and blocked the cards - at the same time they ordered a replacement cards which should have arrived within 3-5 business days and sent the customer an email informing her of this action. Due to the address issue the cards were sent back to us as undeliverable.
Answer: For the fourth time they were sent to the wrong address I was at the place of business when they said they attempted deliverythere was no attempt
3. Texaco/Chevron sent four sets of cards with one set not requiring signature by Fed Ex & laid on my door in my apt. complex
Appears the original set of 2 cards was never received. On 6/8/15 customer ordered replacement cards. According to Fed Ex cards were delivered to someone named [redacted] (unknown individual) - cards not received. Replacement cards were again reordered on 6/18/15 with the corrected address manually entered into the system. Again customer never received those cards. The 4th set of cards (2), were requested by our Fraud Department on 7/28/15 to replace the cards locked for fraud. That package was returned to us on 8/4/15 due to the address issue.
Answer: See Response above
4. When I called to close the account the representative was rude & totally un helpful
8/5/15 - Agent attempted to inform the customer of our process and advised he would email her the form. She insisted that he close the account immediately. Every time the Agent tried to speak the customer would start yelling at him to close the account now. Agent attempted to inform her that he was locking all the cards so that the cards could not be used and that we would wait for the close request in writing. At this point the customer was talking over the agent. The customer asked to speak to a Supervisor and Agent informed her that at that moment there were no Supervisors available, but offered to have this issue escalated and have someone call her back. She refused and indicated she would call back.
Customer immediately called back and the call went to the same Agent. As soon as he indicated who he was she disconnected the call.
Answer: Listen to the call the agent hung up on me why would I speak to someone who hung up on me.
5. Statements showed current activity with no transaction historytherefore I sent a dispute requesting transactions & receipts as required by Fair Credit reporting actinstead of honoring my request I received 6 emails with transactions no receiptsfinally I had to tell customer service rep for the 4th time this was disputed send as required by law to disputed section
At the time of billing two reports are delivered to the customer: the monthly statement which shows the amount due and the Fleet Management report which shows all the transaction for which the customer is being billed. On 8/5/15 the customer reported she was not receiving her statements. The Agent emailed her both the statements and reports which included the individual transactions. There are no notes indicating the customer requested receipts. We only receive the transactions electronically from the merchants, we do not have receipts. Had the customer asked for receipts, she would have been advised that she would need to get those from the merchant.
Answer: I have 10 emails requesting receipts of transactions as I did not charge $153.00 in gas & per the Fair Credit Reporting ActBusiness has the burden to show proof of purchase when requested by card holder not customer. These transactions are fraudulent & Texaco/Chevron must verify when disputed.
6. It took 3 emails to find out if account was closed as I requested
8/5/15 - Customer emailed 3 times on the same day 8/5/2015 as the cards were being blocked and the credit limit was zeroed out in our system so that no one could use the cards or charge on the account. The customer may not have heard the agent in the previous call stating he was locking all cards and emailing the Account Closure Request Form to the customer for completion.
Answer: 3 emails as stated to get verification
7. Even after asking Customer Service Rep to discontinue sending me emails with same info over & overit continued to be sent
No notes in our system indicating duplicate information being sent to the customer with the exception of the Account Closure Request Form.
Answer: I have copies of all emails & have contacted other customer with a copy of their bill sent to me.
8. The balance quoted in three emails by customer service rep was wrong as I made a payment of $79.00.
To date there have been no payments made on this account. On 8/5/15 the customer was sent an email indicating the late fee, interest charge and paper statement fee had been reversed leaving her with a balance of $152.03. In addition, the Transaction Report was emailed to her for review which has the transactions to back up the balance due.
Answer: There was a $79.00 payment made on this account & I have it showing in my bank account & this again states Fraud on behalf of FleetCOR because I sent them an email showing the receipt:
08/06/2015 Auto Deduct CARD SERVICES ONLINE PMT 79.00
9. Customer Service is by far the absolute worse I have ever seen at Chevron/Texaco to the point I will not be using their gas stations to even buy fuel
We are sorry that your experience has not been a pleasant one. We take our service seriously and will definitely provide coaching to ensure these types of issues do not reoccur. Please accept our sincere apology for any frustration you have experienced.
Answer: I also have emails from [redacted] stating all fees, interest, and wrong charges were credited.
As I clearly see from the notes above this is a case of inside Fraud & I request Texaco/Chevron deal with this case & investigate.
My request has not changed & I request response no later than Friday Sept 4th as this has been very delayed & inaccurate.
Sincerely,
[redacted]
Customer Service Supervisor
Chevron Universal MasterCard
PO Box XXXXXX
[redacted] XXXXX
Final Business Response /* (4000, 14, 2015/09/17) */
9/17/2015
[redacted] XXXXX
Compliant # XXXXXXXX - Customer Rebuttal
Account # [redacted]
Dear [redacted],
This letter is in response to the Revdex.com complaint rebuttal we received. We appreciate the opportunity to respond and regret the delay in our reply.
The Chevron Universal MasterCard Account is a business account restricted to business use. FleetCor Technologies Operating Company, LLC (FleetCor) operates the Chevron Universal MasterCard fleet card program. Therefore, your letter has been forwarded to our office for reply. The Fair Credit Reporting Act laws are only applied to "consumer accounts" not business accounts.
In your rebuttal you requested the following:
Billing Adjustment - This is what I am requesting:
1. Due to their errors on cards, bills, invoices Chevron credit the remaining $153.00 on this account.
We received your payment in the amount of $79.00 leaving a balance of $73.03. Your account has been credited for the remaining balance of $73.03. It now has a zero balance and is closed.
2. Chevron contact credit companies & insure nothing erroneous has been reported if so remove it.
No negative information was ever reported to Credit Agencies.
3. Send me a letter of apology from CEO stating my account is completely clear & there are no more lates.
As stated in our response letter dated 8/10/15 - We are sorry that your experience has not been a pleasant one. We take our customer service seriously and will definitely provide coaching to ensure these types of issues do not reoccur. Please accept our sincere apology for any frustration you have experienced. As stated above your account is currently at a zero balance and is closed. No further transactions will be placed on the account.
4. Insure all cards with my name or companies closed & cannot be used.
All cards have been blocked and the account itself has been closed and cannot be used.
5. Send copies of all receipts & invoices as none were ever sent.
As explained in the letter dated 8/10/15 we are unable to provide receipts for transactions as they are not sent to us from the Merchants. You must go to the individual Merchants to obtain copies of receipts. Invoices were emailed to you on 8/5/15.
Let me again apologize for your inconvenience and frustration.
Sincerely,
[redacted]
Customer Service Supervisor
Chevron Universal MasterCard
PO Box XXXXXX
[redacted] XXXXX
Final Consumer Response /* (2000, 16, 2015/09/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your time I accept the companies credit of $73.03 the remainder of the bill leaving a zero balance I accept the companies apology, & I accept that the company has not reported anything negative to the Credit Bureaus. I accept this response & the case is closed.
Thank you
[redacted] J [redacted]

Initial Business Response /* (1000, 5, 2014/07/30) */
Please provide an account code and company name that we may further research.
Initial Consumer Rebuttal /* (3000, 7, 2014/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Cvve385...

national tax group inc
Final Business Response /* (4000, 9, 2014/08/05) */
Revdex.com Complaint # XXXXXXXX
Account number # [redacted]
This is in response to the Revdex.com complaint we received. We appreciate the opportunity to respond. The Chevron and Texaco Business Card Account is a business account restricted to business use. FleetCor Technologies Operating Company, LLC (FleetCor) operates the Chevron Texaco Business Card fleet card program. Therefore, your letter has been forwarded to our office for reply.
In the Complaint, the customer raises concerns in regards to their account being closed due to risk management. The customer was upset about the impact the closure of the account would have on their ability to maintain a good credit history and was concerned with some of the verbiage used such as the term "adverse reasons". Customer also was upset as they felt that there had not been a legitimate reason for the account closure and that the reason was actually due to gender and ethnicity bias.
We called and spoke with [redacted] regarding the closure of [redacted] and BG-XXXXXXX. She immediately handed the phone to [redacted], who was the speaking party for the majority of the conversation.
We first addressed his concerns about the account being closed for adverse reasons. We advised him that adverse actions are NSFs, late payments, being placed with a collection agency, etc., and that none of these reasons were the reason that his account was closed. I also advised him that simply closing a business account does not equal an adverse "hit" on his business credit report.
We detailed the reasons that their accounts were closed. The reasons were as follows:
Account(s) [redacted] and BG-XXXXXXX were closed due to High Risk (potential Identity Theft)
o The closures were prompted due to account [redacted] (opened 6/19/14) requesting a card to be shipped to an address that was not listed on the application (nor verifiable to the business) less than 30 days after the account was opened. We closed the account (as well as [redacted] on 7/17/14 as a precaution based on the following factors:
Different applications for the same business with two different addresses
Customer requesting cards to be shipped to a third address (unverified to business) shortly after account was opened.
Personal Guarantor's credit report had multiple inquires over a short period of time as well as a Victim of Fraud alert on the FICO Experian Consumer report, factors that are often indicators of identity theft.
We reviewed telephone calls the customer placed. In the telephone calls we were able to listen to, we heard only [redacted] (who stated he is [redacted]'s husband and the VP of the business). We did not hear any of the Fraud or Customer Service representatives making any comments that belittled Mr. [redacted] Mrs. [redacted], or National Tax Service. We asked Mr. [redacted] and Mrs. [redacted] if they could give us details as to what made them think we were discriminating against them based on the phone records we had reviewed. They could not provide specific examples. In speaking with Mr. [redacted] he did state he called "a third party who takes care of your (Fleetcor) initial fraud alerts" He could not identify the name of the business, but it is possible that he spoke to [redacted], the system administrators of the iConnect website. Mr. [redacted] may have taken issue with his conversation(s) with [redacted]. We also discovered that the customer may have contacted us from at least 4 different phone lines so there may be additional phone recordings that we have not reviewed yet.
Thank you for taking time to share your concerns.

Initial Business Response /* (1000, 5, 2015/10/06) */
This is in response to the Revdex.com complaint we received. We appreciate the opportunity to respond and regret the delay in our reply.
The ARCO Business Solutions Account is a business account restricted to business use. FleetCor Technologies...

Operating Company, LLC (FleetCor) operates the ARCO Business Solutions fleet card program. Therefore, your letter has been forwarded to our office for reply.
Customer submitted his dispute to the Comdata organization. Comdata submitted his dispute electronically to Fleetcor on 8/26/15. The customer disputed $1372 in transactions with a date range of 8/3/15 through 8/20/15. The claim was reviewed, denied, and the customer was sent notification via postal mail by 9/4/15.
The letter sent indicated that his claim was denied per the Terms and Conditions of the Card Member Agreement which state that the card holder "waives any and all limitations on liability (if he has) 10 or more active cards" on the account. The customer references previous fraud claims that were paid out, but Fleetcor was unable to identify any such claims without further details from the customer. Fleetcor does reserve the right to pay out fraud claims to customers with 10 or more active cards, but has elected not to do regarding this claim.
Regarding his contention that the charges should not have gone through without the PIN, he would be correct as long as the card is used at a location that has PIN protection technology. However, there are many gas stations through the country that still do not have the technology to prompt for a PIN. This account was set up to require a PIN at stations that have the technology to PIN prompt, but also to allow transactions at stations that do not have the technology to prompt for a PIN.
The customer was not happy with the decision to deny his claim, so he contacted Karen Waller of the Comdata Corporation (with whom he had dealings in 2013 regarding a separate issue). She informed him that she could not help him, and forwarded his email to the Fleetcor Fraud Dept.
We have received his request to "re-examine" his claim. Though we have not yet responded to his request to review the claim a second time, the outcome will be the same. Per the Terms and Conditions of his card member agreement as dictated in our original letter, the customer waives his limitation on liability if he has more than 10 active cards.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When we were first approached by ARCO to sign up with their card, we were clrealy told there would be no fraud liability. We started with two or three cards and they were only for use at Arco Gas stations, which was fine. As our Business grew we added more cards, and not once were we notified of the 10 card rule - otherwise we would not have added the cards. AT some point Arco decided to "Upgrade" our account to Universal which enabled filling up at other than Arco gas stations, this was not something we asked for. We were happy with the cards being limited to Arco Gas Stations with the PIN requirement, again no notification was made by Fleetcor of the added liability of fraud at Gas Stations other than Arco. These were "Slipped in" as a matter fact, shifting liability to our Company without our Clear Knowledge. To Re-iterate, all the fraud has been at other than Arco Stations, and out of our service area of San Diego, These Transactions should have been Flagged by Fleetcor and Comdata which is owned by Fleetcor, as they were obviously out of town AND for amounts very large and different from what we normally charge.
This is the First response we have had in 30 days of follow up. We stand firm in our decision to receive full credit for all the fraudulent charges as they should have been flagged by Fleetcor and Comdata fraud detection teams, regardless of 10 card rule - that we were never made aware of as the business grew and more cards were needed. We would like to see a signed agreement by our Authorized Company Officer, of the 10 card rule. We do not have signed agreement showing we accepted these "new" terms, which are completely different from what we were told when Arco solicited our Business about 10 years ago.
We were were specifically told there would be no Fraud Liability to our company when we signed up.
Final Business Response /* (4000, 9, 2015/10/12) */
We have no signed contracts. Our customers have no contractual obligation to use the card. Instead, we have a terms and agreements page that states if the customer uses the cards, they are accepting the terms and conditions as they are written. By using the card and paying for services, the customer acknowledges that he accepts the terms and conditions as they are written. Every statement (both for ARCO proprietary and ARCO MasterCard) has the 10 card rule on the back of the first page of the statement with other terms and conditions. Please provide documentation guaranteeing no fraud liability for further research.
Final Consumer Response /* (4200, 11, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is obviously not going anywhere. Fleetcor has as of today not returned any calls or Emails to us directly to resolve this issue. We were specifically told at initial sign up that there would be no fraud liability - otherwise we simply would not have signed up with them!. Over time they have "slipped in" new terms and conditions without any signed contracts showing that our company accepts these changes, it's classic "Bait and Switch" tactics.
In retaliation they have closed our account.
We will go with another Fleetcard program that offers better protection from no fault fraud.
At this point We will let our Attorney handle this going forward.
I thank the Revdex.com for taking our complaint, and the Revdex.com's ability to extract a response from Fleetcor.
Unfortunately this is just another example of "Big" business taking advantage of "Small" business.

This company is horrible.
I applied for a business account and had our cards for just 1.5 months when they locked and closed our account. They did this without contacting me first, all because I sent a courtesy email letting them know we would be moving in a month.
The first phone call I made, when I realized our account was locked, was to [redacted] - the man who answered said "this isn't my department" and hung up on me. I called several numbers and finally got someone who told me that they could see my email on the account, and that the move date clearly shows May 16th, but the Fraud Department locked us because the new address was entered already and the records didn't match. She told me she would have the account unlocked, that I would have to send in an address change form, changing our address back to the old address. I did this. She promised me the accounts would be unlocked. WITHOUT A PHONE CALL, they closed our account! I had already told the cardholders that the account was unlocked. Thank goodness I checked before they used them again and got embarrassed when they weren't working.
Bottom line - none of this should have happened. I sent an email letting them know far in advance and clearly stated we hadn't moved yet. Then we get our account locked and closed. Noone has contacted me about this issue. I don't want to use Chevron ever again because of all of this. We have already applied for fleet card with Petro Canada now. I just want others to know that Fleetcor don't seem to care about Chevron customers at all. Really sloppy and careless.

Initial Business Response /* (1000, 16, 2015/07/21) */
We received a Revdex.com complaint from Chevron corporate but as the fleet card issuer, addressed the complaint (response below). Please consider this our formal response and let me know if you have any questions.
1/16/15 - [redacted]...

called to dispute charges. Customer Service Agent sent DTW, but it appears she sent the wrong DTW.
4/9/15 - We (Fleetcor Fraud Dept) received the claim via fax. The customer never actually filled out the correct form, but we reviewed the claim anyway. Our investigation was as follows:
o Charges were found to be outside the customer's previously established normal fueling pattern in regards to location, fuel type, dollar amount, and method (counter vs pump).
o Charges were determined to be typical of counterfeit activity
o Customer has more than 10 active cards on the account
4/30/15 - Fraud Dept reviewed claim with High Dollar committee. Despite the charges following a typical counterfeit activity pattern, the committed ruled the claim would be denied per the Terms and Conditions of the Cardmember agreement. 10 card rule.
Customer was notified via email on 5/12/15 that his claim was denied. No provisional credit was issued.
Please let me know if you have any other questions.
Thank You,
[redacted]
Initial Consumer Rebuttal /* (3000, 18, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was not informed of the 10 card policy.
Final Business Response /* (4000, 21, 2015/08/03) */
The customer did not receive email notification regarding the 10 card rule, rather Terms and Conditions that were issued by mail.
Here is the response to the customer's latest comments.
7/30 - At the time this account was set-up the customer received Terms and Conditions. In addition, revised T&C's are sent out periodically. The last revision was sent out in January 2015. Please refer to Section 19. Lost and Stolen Cards - "Customer understands that it is liable for unauthorized use of the Account and Cards to the fullest extent permitted by applicable law. Customer agrees in any event that if at any time Customer has been issued ten (10) or more Cards at Customer's request, then Customer waives any and all limitations of liability for unauthorized use of such Cards."
Please let me know if you need any additional information.
Kind regards,
[redacted]

Initial Business Response /* (1000, 16, 2015/07/21) */
We received a Revdex.com complaint from Chevron corporate but as the fleet card issuer, addressed the complaint (response below). Please consider this our formal response and let me know if you have any questions.
1/16/15 - [redacted] called...

to dispute charges. Customer Service Agent sent DTW, but it appears she sent the wrong DTW.
4/9/15 - We (Fleetcor Fraud Dept) received the claim via fax. The customer never actually filled out the correct form, but we reviewed the claim anyway. Our investigation was as follows:
o Charges were found to be outside the customer's previously established normal fueling pattern in regards to location, fuel type, dollar amount, and method (counter vs pump).
o Charges were determined to be typical of counterfeit activity
o Customer has more than 10 active cards on the account
4/30/15 - Fraud Dept reviewed claim with High Dollar committee. Despite the charges following a typical counterfeit activity pattern, the committed ruled the claim would be denied per the Terms and Conditions of the Cardmember agreement. 10 card rule.
Customer was notified via email on 5/12/15 that his claim was denied. No provisional credit was issued.
Please let me know if you have any other questions.
Thank You,
[redacted]
Initial Consumer Rebuttal /* (3000, 18, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was not informed of the 10 card policy.
Final Business Response /* (4000, 21, 2015/08/03) */
The customer did not receive email notification regarding the 10 card rule, rather Terms and Conditions that were issued by mail.
Here is the response to the customer's latest comments.
7/30 - At the time this account was set-up the customer received Terms and Conditions. In addition, revised T&C's are sent out periodically. The last revision was sent out in January 2015. Please refer to Section 19. Lost and Stolen Cards - "Customer understands that it is liable for unauthorized use of the Account and Cards to the fullest extent permitted by applicable law. Customer agrees in any event that if at any time Customer has been issued ten (10) or more Cards at Customer's request, then Customer waives any and all limitations of liability for unauthorized use of such Cards."
Please let me know if you need any additional information.
Kind regards,
[redacted]

Initial Business Response /* (1000, 5, 2014/05/10) */
Please provide a company name and account number that we may further research.
Initial Consumer Rebuttal /* (3000, 7, 2014/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company...

gave no resolution yet. Their response was that they need more info. So in response to their further inquiry, our company name is [redacted] and our acct number is XXXXXXXXXX.
Last month we made our payment at 11:59 am PST and called in to ensure it was posted on time and the rep told us yes. Then we were still charged a late fee which we had to call back, argue and threaten cancellation of our acct to get refunded. Our print out confirmation of our payment shows it to be on time.
This latest month, our bill was due on 5/3/14 so we made the payment at 9:00 am on 5/3/14 only to be told that because it was a Sat, it posts the next business day making us late again. There is no such disclosure online when making a payment to the account, only that it has to be made prior to 3 pm EST which we complied with.
We are happy to have our bill taken out automatically to avoid this continual back and forth with Fleetcor. However, for some reason, we have to apply to be considered for this convenience!!!! I know of no other credit card organization that has policies like this. I'm sure this can only be because they try to discourage the automatic payment process in the hopes of increasing revenue through late fees. Something is very wrong with this process at Fleetcor.
Final Business Response /* (4000, 9, 2014/05/23) */
Revdex.com Complaint # XXXXXXXX
Account number # XXXXXXXXXX
This is in response to the Revdex.com complaint we received. We appreciate the opportunity to respond. The Chevron and Texaco Business Card Account is a business account restricted to business use. FleetCor Technologies Operating Company, LLC (FleetCor) operates the Chevron and Texaco Business Card fleet card program. Therefore, your letter has been forwarded to our office for reply.
In the Complaint, the customer raises concerns in regards to late fees being charged to the account and difficulties experienced when trying to get Automatic Payment Service.
The fees in question were charged for payments being received past the due day due to confusion with the business day cut off time for the on-line payment service.
The customer had been charged four fees in total, two had already been previously reversed as courtesy reversals. When we spoke to the customer on 5/23/14 we entered a reversal for a third courtesy fee reversal of the amount of $177.11.
We had also obtained approval for the Automatic Payment Service set up. We explained the service to the customer who stated he still had interest in the service and we sent him the necessary form, via email per his request, to have the service set up.
Customer was satisfied with the actions taken at time of call on 5/23/2014.
Thank you for taking time to share your concerns.

Initial Business Response /* (1000, 5, 2014/05/01) */
Please provide an account number and company name that we may further research.
Final Business Response /* (4000, 8, 2014/05/05) */
Revdex.com Complaint # XXXXXXXX
Account number #[redacted]
This is in response to the Revdex.com complaint we...

received. We appreciate the opportunity to respond. The Chevron Texaco Business Card Account is a business account restricted to business use. FleetCor Technologies Operating Company, LLC (FleetCor) operates the Chevron and Texaco Business Card fleet card program. Therefore, your letter has been forwarded to our office for reply.
In the Complaint, the customer raises concerns in regards to Business day cut off times for telephone payments. We explained the cut off time is 2:00 pm Eastern Standard time (11:00 am Pacific Standard Time).
Customer stated she was told she was making partial payments when she is not. We explained by making payments on the due day which is her statement cycle day, the new statements will reflect no previous payment and may appear as only partial payments being received.
Customer stated on billing cycle where she was billed a late fee but there was no activity. We explained that with her weekly billing cycle the activity for the past due payment in question was the prior week's billing. Explained payment in question was due on 4/14/2014 and was not received until 4/17/2014.
Thank you for taking time to share your concerns.

Initial Business Response /* (1000, 8, 2014/09/26) */
Revdex.com Complaint # XXXXXXXX
Account number # XXXXXXXXXX
This is in response to the Revdex.com complaint we received. We appreciate the opportunity to respond. The Chevron and Texaco Business Card Account is a business account restricted to...

business use. FleetCor Technologies Operating Company, LLC (FleetCor) operates the Chevron Texaco Business Card fleet card program. Therefore, your letter has been forwarded to our office for reply.
In the Complaint, the customer raises concerns in regards collection calls he was receiving. The customer thought the calls were in regards to their Universal Master Card account [redacted]. This account was had been paid in full and on time. When the customer called to question the collection calls, the associates he spoke to confirmed this account was in good standing and he should not receive collection calls. They attempted to stop the calls by contacting the collections department to make them aware that the account was current. When the calls did not stop the customer closed the account. The calls still continued.
Upon further research, we discovered the customer had a previous standard business account that was still open. When speaking to the customer we explained the account had an outstanding balance generated by some purchases. The customer had not realized he had provided a card to the old account in error to one of his drivers and was not aware of the purchases made on that account. When that balance from July 2014 went unpaid the account was charged a late fee in August. When a payment was not received in September, another fee was charged. We provided the customer copies of the July, August, and September statements. The last statement detailed the balance of $261.18. That balance was made up of two Late Fees and Finance Charges totaling $155.58 and purchases made by the customer of $105.60.
As a gesture of good will, we issued two credits for the Late Fees and Finance Charges of $77.06 and $78.52, for the total of $155.58. The customer issued a payment for the outstanding balance of $105.60. This will take care of the balance of $261.18 and no further collection efforts will be made on the account.
Thank you for taking time to share your concerns.

Initial Business Response /* (1000, 5, 2014/05/20) */
Please provide an account number and company name that we may further research.
Initial Consumer Rebuttal /* (3000, 7, 2014/05/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Name...

Is [redacted] account number is XXXXXXX
Final Business Response /* (4000, 9, 2014/05/30) */
Revdex.com Complaint# XXXXXXXX
Account # [redacted]
This is in response to the Revdex.com complaint we received. We appreciate the opportunity to respond. The [redacted] account is a business account for business use. Fleetcor Technologies Operating Company, LLC (Fleetcor) operates the Fuelman Business Card fleet card program. Therefore, your letter has been forwarded to our office for reply.
In the complaint, the customer raises concerns in regards to their account being closed. The account was closed as high risk as a fraud prevention deterrent. The customer submitted multiple web based applications over a one week time frame for our Fuel Products, typically consistent with application fraud. We never respond to credit bureaus about the reason of closing the account. So, the customer concern regarding account being closed for fraud is irrelevant.
Thank you for taking time to share your concerns.

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Address: 241 Treble Cove Rd, North Billerica, Massachusetts, United States, 01862

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