WEX Avis 129

I have never had so much trouble with an FSA account. No matter how many receipts or letter of medical necessity, or proof from my doctors office I upload the system still tells me it's not enough. Calling customer service is good for nothing more than talking in circles. Honestly I would rather pay taxes on my FSA funds than use Wex.

If I could give this business zero stars I would. I reached out to their phone line customer service about changing my password because the verifcation steps were no longer valid. I was told to email them an ID verification form and someone would get back to me in 24 hours. Keeping in mind I needed to access my account for tax purposes. I submitted my forms and did not hear from anyone for over a week. I had to reply to my own email in order to get a response. I was told that the form was to be sent to someone else. Maybe if I had received a response sooner, I could have not wasted time. I resubmitted forms to the correct email and still a week later they are "still reviewing my paperwork". LIKE WHAT???? Taxes are due today. Thank god I had my own ability to go back and find my receipts for my FSA because the utter lack of response time from anyone there is frustrating. I thank god every single day that I no longer need to deal with WEX.

My case is unique and WEX did not have any legal counsel to consult. My case has been pending for 5 months now.

Denial of claim despite multiple receipts uploaded. Denial letter not available on app. Called in and WEX could not explain why, but would open a ticket. Sent to some off-shore customer service that couldn't understand my concerns.

One late payment(completely my fault due to oversite) and the fees were just south of $700! Keep in mind, this was only a $3800 bill!

There have been many times when I could not log in, no matter which browser I used. The app also doesn't work. When I request a new password, I get an error message. When I call customer service, the automated system does not recognize my last 4 SSN and birth date. It's ridiculous that a large employer like Vanderbilt University Medical Center requires its employees to use this service for FSA claims.

Very poor customer service and unclear, confusing processes. Communication was frustrating, and responses were often unhelpful and dismissive. Overall, a very negative experience, and we are in the process of cancelling our account.

PATHETIC
Zero customer service. Allowing the transaction for medical use with the card, 6 months later they want a receipt, every business in the world who take credit cards the transaction is the receipt, there is nothing I can give them other than what they already have, customer service, could not understand a word she was saying, what country are they in, tried to explain the way it work in the USA all I got repeatedly was we will cancel the use of your card, this company for some reason thinks they are more important the J P Morgan and all the rest of the real businesses, cannot wait to get rid of this balance, I will be waste spending this to get out

Vastly inferior technology behind their benefits platform, demonstrates a lack of commitment to provide a modern, efficient service. It will not scale well. Additionally, leadership is extremely overpaid through stock awards. Employers should think twice about supporting this company.

Their processes that require full SSN over inherently insecure methods of communication (email, mail, fax) displays a level of incompetence that I haven’t seen in years. At some point, the organization may be held accountable for forcing people to follow this process due to a data breach.

If I could give no stars I would. This company is a rip off and scam. They approved two of my claims and then I find out later they were denied again, they wanted another receipt after I already supplied them with 3. The new reason they denied was because one showed a previous balance, then after disputing with them they realized only one showed a previous balance and that I need to send an EOB for the one balance now. Everytime I call in it’s something new they want. They just don’t want to pay out, they denied all my claims. I’ve never had them pay out even after giving them all the documentation they requested.
If you go with this company, you won’t get a dime of your money back. Avoid them at all costs.

terrible UX, customer support and bad overall experience

They intentionally make it difficult for you to use your own funds via teh card and equally as difficult to get reimbursed from your own funds when you purchase an FSa item OR a service that is approved. It's clearly intentional and disgraceful.

I canceled my FSA card and was waiting on new card to be delivered, in the meantime my date of service came due on the 15th of april. I found out this company issued a refund onto the canceled card and noe, 4/16/26 will not allow me to use thes funds that never chould have been allowed to be refunded on a cancelled card. I tried to make a purchase on my amazon accountprior to the 15th and it was , of course denied, yet WEX did not afford me the courtesy of one day.

My card was declined as I went to buy my monthly train pass. Unable to just 'not go to work' as an option, I purchased the ticket on my own and figured I would file for reimbursement, as I've done for parking without issue. However, the option was greyed out online and I had multiple reps over the course of a week advise me on how to file a claim form, even one saying they were handling it personally and I would see the funds in 5 business days. 5 Business days later, I had to call to find the claim was silently denied. I was then told it is because my company has disabled the option I need to talk to them.... Turns out it is against IRS regulations and apparently WEX is entirely unaware of the regulations that its business operates within, which raises a lot of concerns.
This is little whoopsie not only compounded the cost of my commute by essentially doubling the cost of my ticket (funds in the account I can't access, the funds I paid for the ticket), all for the tax benefit that is instantly eroded by a single mistake like this.
Now, I must work with my HR to try and get this resolved with no guarantee of anything besides more time I will be wasting because of the initial issue of the card not working properly, creating a waterfall of misfortunes that cost me real money and all of my trust in your business.
If this concludes such that I essentially lose over half a thousand dollars, I will make it my personal and professional mission to ensure my company takes it's millions in benefits to another provider who will happily accept new business.

Absolutely terrible customer service for Fleet cards. They disconnect you if you ask too many questions. No one can answer a question with a straight forward answer. Charge outrageous fees that they can't explain. If you do need to get a hold of someone you have to jump through all the different options just to try and reach someone sometimes.

I am a benefits manager and implemented WEX at a former company because they had a great pitch of their services and capabilities. I regretted it almost immediately once we went live. Their website has constant issues, customer support is nonexistent, and they routinely deny claims that should be eligible. I'm now trying to roll my WEX HSA over to my new employer and it's taken over three months, WEX keeps denying my request with zero communication as to why.

For other benefits teams considering WEX: please don't.

Terrible customer service. Allowing the transaction for medical use with the card then wanting receipts much later. Isn't the transaction the receipt? Lack of information. It feels like a scam to basically steal your prepaid money.never will use it again

I wish I could give 0 stars. Awful website. Awful support. Waited 2 weeks to be told I can't transfer my old job's HSA because I got the name wrong (The company has been bought out 3 times in the last 2 years), then have to wait another 2 weeks for the new form to process. Garbage.

Truly one of the worst companies I've ever had the displeasure of using. There are too many things to mention! After being locked out of my account while trying to pay my bill early, and spending more than a week via emails and phone calls to re-establish 2FA, my bill became due and I was assessed an exorbitant $75 late fee. No mercy was shown due to these extenuating circumstances. But it seems like every experience that I had with this company was pure drama. Absolutely awful company to work with. There's a million other choices for fuel cards, my friends

I signed up for a retiree medical health insurance and paid the first two months only to have that policy cancelled. Called customer service (Ashley) and was told that I had been paying on a current employee policy and was given another registration code to activate retiree policy. Red tape delay wouldn't let them credit retiree policy for the same two months, so I paid again for the retiree policy. Recurring payment will deduct the 5th monthly payment tomorrow (3/1/2026) for 7 weeks of insurance. Have contacted customer service a total of 4 times (Ashley, Noe, David, and John) and also contacted corporate HR of my former employer. All avenues have proven to be useless. WEX hides behind the customer having no means to contact anyone but work-from-home telephone reps. Employer HR must be facing the same firewall put up between WEX and customers. WEX is useless and should be investigated for ripping off their customers. Any company that would sign up for such substandard services as is offered by WEX should be ashamed to put their employees through such a fiasco! WEX is nothing but a total waste!