WEX Apologizes After “Data Limit” Breach Causes Major Fuel Card Failure

Nashville, TN – WEX is apologizing and offering an explanation for a “major systems issue” which caused a widespread fuel card outage negatively impacting thousands of drivers and carriers.

Multiple representatives with WEX confirmed to Transportation Nation Network (TNN) Wednesday morning the company began experiencing a “major systems issue” on Tuesday at approximately 8 p.m., preventing it from processing fuel purchases on its EFS, Fleet One, T-Check and TCH fuel cards.

As a result, thousands of drivers and carriers were unable to purchase fuel and many could not even login to their online accounts for much of the day on Wednesday.

 

WEX representative, Robert Gould, told TNN on Wednesday the company was experiencing “intermittent authorization issues on EFS and Fleet One cards at some of our locations.”

“We have been and are continuing to actively work to solve the problem,” Gould said. “In the meantime we humbly apologize for the inconvenience.”

The fallout began quickly Tuesday evening as multiple drivers took to social media to express their displeasure with some indicating they had to come out of pocket to purchase fuel to get home.

“If you have to pay cash, keep your receipt so you can get reimbursed,” a WEX representative advised to TNN.


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“Major Systems Issue” Causes Widespread Fuel Card Outage


Wait times on its customer service line extended up to an hour in some cases throughout the day and into the evening, according to multiple drivers TNN communicated with about their experience.

 

WEX sent the following message to customers Wednesday afternoon explaining the cause of the outage.

Last night we experienced an issue with our IBM Informix database where a ‘chunk’ of our tables and data exceeded the maximum Terabyte allowable by IBM.

This was an unknown limit by EFS/Fleet One and IBM and required significant troubleshooting by IBM to identify the problem.

Unfortunately during that timeframe we were unable to process transactions for you, our customer.

We have four (4) layers of redundancy and this expansion happened simultaneously to all four (4) EFS/Fleet One redundant systems which caused the issue and did not allow us to migrate to our secondary, tertiary and full DR systems.

Measures have been put in place to avoid this unforeseen issue from happening in the future.

We humbly apologize for any inconvenience that this may have caused you or your drivers and are happy to answer any questions that you may have.

On Thursday, Gould said the company was making progress and again extended apologies.

“We are authorizing transactions and working directly with our customers to resolve any outstanding issues. We extend our sincerest apologies to all of our customers for any inconvenience.”

 

It is unclear how many drivers and carriers remain negatively impacted at this time.

According to its website, EFS cards are accepted at over 15,000 truck stop locations across North America.

EFS touts working with some of trucking’s largest fleets such as Knight-Swift, Schneider National, Quality Distribution, Boyd Bros., TransAm Trucking, and Maverick Transportation, just to name a few.

Stay logged on to TransportationNation.com or follow us on social media for any new developments on this story.

Photo courtesy of WEX

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