COBRA + Direct Bill by WEX 4+

Had not had any issues with the app until yesterday. Suddenly i was logged out and have been unable to log back in on the app since. I did manage to finally get access via the website, but only after it forcing me to change my password from the one I had been using previously. Have stopped paying online due to the additional $20 fee that is charged doing so. Have checks from an address 12 yrs ago i found and have begun mailing in my payment to save myself the $20. It's very difficult to reach a live person by phone who can help you. Like my prior employer, Wex is in it for only the money, not the customer.

The customer service is bad and unprofessional, unwilling to help. They made me pay the insurance that I didn’t receive benefits since they mailed the register package late February which my employer terminated it on 2/4. I didn’t get coverage at all in February, more crazy thing about it, the customer services staffs unwilling to help, gave roundabouts answers, kept repeating the same things over and wanted to hang up. If you have to buy their insurance you will have to pay whatever the month that they set first month despite you have benefits or not, and plus $20 convenient fees each month if you want to pay online. Plus, wait for 15 days for processing. Which means you have to pay first two months insurance fees for half month benefits. This is the worse company and app ! If there is negative rating should be taken instead of 1 star, this company doesn’t deserve a positive rating, not even one star.

Poor design. When logging in for the first time, the page asks for your information to be entered. One of the fields asks for Member ID. If you fill in this field, it will not work. After 2 hours on hold with Wex customer service, she said “do not fill in this field”. In teeny tiny letters under the words “Member ID” it reads Not Required. Then I remembered I did the same thing last year and had to call Customer Service. Please fix this.

My security questions never work. The page does not allow you to see what you entered or give you a page to review before sending. Nonetheless I was sure I entered correctly. It turns out that all dates should be entered with a back slash instead of a front slash. For example, I entered my mother’s birthday as 04/04 like any normal person. It requires you to enter 04\04. Please fix this.