Complaints

This profile includes complaints for Chard Snyder, a WEX Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Chard Snyder, a WEX Company

  6867 Cintas Blvd Mason, OH 45040-9152

• 

  Chard Snyder, a WEX Company

  3510 Irwin Simpson Rd Mason, OH 45040-9744

• 

  Chard Snyder, a WEX Company

  P.O. Box 249 Ft Washington, PA 19034

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for this service in November 2024. I was supposed to receive a benefit card in January 2025. I’ve called several times and they keep saying my cards are still in production. This answer is unacceptable in February 2025. I want my cards now . I don’t think this is an unreasonable request. They are withholding my benefits.

  Business Response

  Date: 03/26/2025

  BBB Complaint #********
  Complainant Name: **** ***********
  
  Chard Snyder appreciates the opportunity to respond to this participant’s complaint. Chard places the
  utmost importance on customer service. It is our goal to provide high quality customer service while at
  the same time ensuring plan compliance.
  
  The participant contacted Chard on January 17, 2025 at which time a Chard Participant Services team
  member requested a replacement debit card for the participant. Due to a processing error, there was a
  delay in mailing the debit card. Chard mailed a replacement debit card to the participant on February
  28, 2025 to the address listed on his account. Chard sincerely apologizes for the frustration caused by
  this delay.
  
  Even prior to a participant receiving their debit card, a participant maintains access to funds in the
  account. Requests for reimbursement may be made by filing an online claim through the member
  portal, submitting an expense via the mobile app, or using an Out-of-Pocket Reimbursement Request
  Form.
  
  The participant can contact the Chard Participant Services team with questions or further information
  on claim substantiation.

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This account was opened unbeknownst to me, only known when I received debit cards in the mail. I never deposited funds or requested reimbursement. I have spoken with customer service to close the account. First I was told to send a letter requesting to close the account. I sent them the requested letter. Then I received an email stating I needed to fill out the "attached" form to close the account. No form was attached. I have since spoken to two customer service reps who told me they could do nothing, could not transfer me to the appropriate department, or do anything else. They are instructing me to email the company to request the form that wasn't attached. I shouldn't have to go through all this effort to close an account that I never opened in the first place.

  Business Response

  Date: 03/26/2025

  BBB Complaint #********
  Complainant Name: ***** ****
  
  Chard Snyder appreciates the opportunity to respond to this participant’s complaint. Chard
  places the utmost importance on customer service. It is our goal to provide high quality customer
  service while at the same time ensuring plan compliance.
  
  Chard is a third-party administrator that provides reimbursement account administrative services
  on behalf of employers pursuant to service contracts with the employer. A health savings account
  (HSA) is an individually owned trust account governed by IRS regulations.
  
  On the week of March 11, 2024, email notifications were sent to HSA participants informing
  them that effective Wednesday, May 1, 2024, former Third-Party Administrator was being
  rebranded to Chard Snyder, a WEX Company, and the participants benefits savings and spending
  accounts would migrate to the Chard Snyder technology platform, powered by WEX. New
  Chard Snyder benefit cards were sent to participants after this communication.
  
  Chard has conducted a thorough review of the participants account. Pursuant to the participants
  request, Chard has closed his HSA on February 28, 2025. No further action is required from the
  participant.
  
  The participant can contact the Chard Participant Services team for further information.

• Initial Complaint

  Date:01/31/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 31, 2024, at approximately 10:00 PM PST, I placed four orders through FSAstore.com totaling $1,500. Chard Snyder inappropriately authorized these purchases against my 2025 FSA funds, despite the transactions occurring in 2024. This error has: 1. Depleted my entire 2025 FSA balance prematurely 2. Left approximately $500 unusable in my 2024 account 3. Created significant hardship in resolving the issue due to inadequate customer service Attempt to Resolve: - Made approximately 8 separate phone calls to customer service - Requested supervisor intervention on each call - Received only one supervisor callback (Jen) on 01/14/2025 - Multiple promised callbacks were never received Specific Issues: 1. Improper fund allocation between calendar years 2. Inability to access supervisor-level support 3. Failed escalation procedures 4. Disconnected calls when recording was mentioned 5. Lack of transparency regarding refund allocation 6. No clear resolution path provided 7. Critical time sensitivity due to 30-day return window Customer Service Failures: - Two promised supervisor callbacks never occurred - Escalation request on 01/22/2025 was never processed - Customer service representative (Christine) terminated call when informed of recording - Unable to get direct supervisor access - 3-5 business day waiting periods for supervisor callbacks not honored - Foreign-based customer service unable to transfer calls to supervisors Impact: - Risk of losing $1,500 in 2025 FSA funds - Potential loss of $500 in 2024 funds - Time spent making multiple calls and attempts to resolve - Approaching return deadline without clear resolution Requested Resolution: 1. Immediate correction of the 2024/2025 funds 2. Written confirmation of proper fund allocation for returns 3. Extension of return window due to administrative delays 4. Implementation of proper escalation procedures 5. Compensation for time spent resolving this issue 6. Written apology for poor customer service

• Initial Complaint

  Date:01/16/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have our FSA through Chard-Snyder. We paid for COVERED DENTAL WORK with our flex card. Now they are denying the claim because we haven't submitted the 'required documents' to support the claim. We have submitted literally everything our dentist can give us, showing the dates, costs, payments, EXACTLY what was done and they still want us to pay it back. This is our money, to be used for medical expenses. We paid for fillings. When we called, we were answered by someone that said they would "escalate the issue to a supervisor" because they "don't have direct access to supervisors." This whole experience has been awful and completely unnecessary. They clearly do not care about their customers and they have nothing in place to actually deal with issues. The woman was nice but had absolutely no ability to accomplish anything. I don't know why the phone even rings to them, it should go to someone that is capable of resolving ANYTHING. We are considering a lawsuit.

• Initial Complaint

  Date:01/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Chard Snyder services my employer Health Savings Account. Chard Snyder is refusing to provide my tax documents unless I agree to "You agree to indemnify and hold us, and our parents and affiliates, harmless for any loss or damage caused by your access..." This is unnecessary and unreasonable to require me to agree to these terms in order to receive the tax documents which I need to file my state and federal income taxes. Chard Snyder pays a 3rd party to offer support from outside the county. They will not identify themselves or provide any method of contacting Chard Snyder.

  Business Response

  Date: 02/13/2025

  Complaint #********
  **** *******
  
  
  Chard Snyder (Chard) appreciates the opportunity to respond to this participant’s complaint. Chard places
  the utmost importance on customer service. It is our goal to provide high quality customer service while
  at the same time ensuring plan compliance. We understand that the various regulatory requirements can
  be confusing and are often frustrating to participants and their family members. We do our best to try to
  simplify and streamline the process to make it easier.
  
  Chard is a third-party administrator that provides reimbursement account administrative services on
  behalf of employers pursuant to service contracts with the employer. A health savings account (HSA) is
  an individually owned trust account governed by IRS regulations.
  
  As part of the enrollment process for an HSA, account holders are required to acknowledge and accept the
  Custodial Agreement and Disclosure Statement. The account holder acknowledged and accepted this
  Statement on April 15, 2024.
  
  Upon receipt of this complaint, Chard conducted a thorough review of the participant’s account. Our
  records indicate that the participant’s last log in to his online portal was April 15, 2024. There have been
  no subsequent login attempts.
  
  To assist with resolving this complaint, on January 30, 2025 Chard sent the participant via a secure e-mail
  his HSA tax documents for tax years 2023 and 2024.
  
  The participant can contact the Chard Participant Services team with any questions.

• Initial Complaint

  Date:11/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a claim denied 4 times since January due to insufficient receipts. After submitting everything Chard Snyder asked me to, including the entire itemized Explanation of Benefits, now I’m told the claim is denied because there is no date of service listed. Which is incorrect because that is found on the EOB. I have paid back this company almost $900 and can’t seem to get a penny back to help me.

  Business Response

  Date: 01/02/2025

  BBB Complaint #********
  

  ******** *****
  
  Chard Snyder appreciates the opportunity to respond to this participant’s complaint. Chard places the
  utmost importance on customer service. It is our goal to provide high quality customer service while at
  the same time ensuring plan compliance. We understand that the various regulatory requirements can
  be confusing and are often frustrating to participants and their family members. We do our best to try
  to simplify and streamline the process to make it easier.
  
  The plan in which this participant is enrolled is an employer-sponsored plan governed by IRS regulations
  and plan rules as defined in the employer’s plan documentation. Chard provides administrative services
  on behalf of employers pursuant to service contracts with the employer.
  
  IRS rules governing the account require that all claims be substantiated. The IRS requires that the
  documentation include the provider or merchant name, the date the service was incurred, the type of
  service, the cost of the service, and, when there is insurance, the amount insurance has paid. An
  Explanation of Benefits (EOB) from the insurance carrier would provide this required information. A
  receipt alone generally does not meet IRS requirements. Medical expenses are incurred when the
  employee (or the employee’s spouse or dependent) is provided with the medical care that gives rise to
  the expense, and not when the employee is formally billed, charged for, or pays for the medical care.
  
  This participant has submitted 2 claims in the 2024 plan year for the participant’s health FSA. Based on
  the substantiation provided, one claim has been approved. No further action is required from the
  participant for this claim. One claim remains denied as the portion of the Explanation of Benefits
  provided does not include the date and type of service as required by IRS regulations.
  
  The participant can contact the Chard Participant Services team with questions or further information
  on claim substantiation.
  

  
  

• Initial Complaint

  Date:11/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an HSA account through my old employer that has $190.xx in it. We have HSA debit cards to use for healthcare purchases such as medicine and copay. In early October, my husband (a covered dependent) has a dental appointment and forgot to take his HSA card with him. He paid the copay of $100 on his own personal debit card. I filed a reimbursement from the HSA and it was approved. I received an email on 10/18/2024 that a check was sent to our mailing address. I’ve been waiting and I have informed delivery from USPS and no check has arrived. I called Chard Snyder on 11/12 to report that I still haven’t received the check. They CONFIRMED that the check hasn’t been cashed and told me to email their [email protected] for further assistance. I emailed them that same day. I got a response from the HSA department today sending me a stop payment request form and stating I’d be charged $30 for cancelling the payment. I called customer service and explained that it’s not my fault that I didn’t receive the check in the mail and asked for the tracking number to get USPS involved. Surprise surprise, they didn’t have one. So this company is trying to charge me $30 for a stop payment for a check that I didn’t receive even after confirming my mailing address. They kept telling me “there’s nothing they can do, that I have to pay the $30 because it’s an HSA account”. So basically I did everything right and filed my reimbursement, but because the check got lost in the mail and they can’t even prove they sent it out, I have to pay $30 to get back the $100 that’s already been deducted from my HSA funds? Mind you, this isn’t the first time one of my HSA checks for lost in the mail and when it happened the first time in 2022, it was reissued immediately with no problems.

  Business Response

  Date: 12/18/2024

   
  Chard Snyder (Chard) appreciates the opportunity to respond to this participant’s complaint. Chard 
  places the utmost importance on customer service. It is our goal to provide high quality customer 
  service while at the same time ensuring plan compliance. 

  
  Chard is a third-party administrator that provides reimbursement account administrative services on 
  behalf of employers pursuant to service contracts with the employer. A health savings account (HSA) is 
  an individually owned trust account governed by IRS regulations.

  
  Chard received the account holder’s distribution request on October 16, 2024. On October 18, 2024, 
  Chard issued a check to the address listed on the account. Chard’s records indicate that the check was 
  deposited on Nov 26, 2024. 

  
  The participant can contact the Chard Participant Services team for further information

• Initial Complaint

  Date:08/23/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I became an employee of a company (I no longer work for) I joined and paid into the HSA program of Chard Synder. March 2022, my contract was absorbed by a different company. Since this time, I began getting letters in the mail as well as emails. I decided to call Chard Synder 04/2024 to inquire why I was receiving correspondence. I was told I had $550.00 HSA funds. I asked what needed to be done to get the remaining monies and to officially close the account. I have submitted 3 faxes with the form that Chard Synder sent (via email) with paid bills along with the bills from the participating providers for services rendered. I was just told again tonight my claim was denied with no explanation. I feel as though some fraudulent activity is being done within this company. I really want to recoup my $550.00 I have spent in health care bills from my HSA account and close this account with Chard Snyder.

  Business Response

  Date: 09/20/2024

  Chard Snyder appreciates the opportunity to respond to this participant’s complaint. Chard places the utmost importance on customer service. It is our goal to provide high quality customer service while at the same time ensuring plan compliance.
  
  According to Chard’s records, this participant was enrolled in a health flexible spending account (FSA). The plan in which this participant is enrolled is an employer-sponsored plan governed by IRS regulations and plan rules as defined in the employer’s plan document and summary plan description. Chard provides administrative services on behalf of employers pursuant to service contracts with the employer.
  
  The Health FSA Account Summaries statements are made available to participants each month and can be accessed via the participant’s online portal.
  
  This participant has submitted 4 claims. Two claims were denied as the substantiation documentation submitted to support the claims was illegible.  However, two of the four claims were approved and the participant has been reimbursed her full election amount of $550.00 for the plan year.
  
  We welcome the participant to contact Participant Services with any questions.

  Customer Answer

  Date: 09/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.  Thank you BBB and ***** ******** so much for your help.  This was completely satisfied the end of last week 9/20/2024.
  
  Regards,
  
  ******* *******
  

• Initial Complaint

  Date:08/09/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid 1220.92 to Chard Snyder for ***** Coverage. Paid to be covered by ****** ********** (***) for back dating from June 1st 2024 to July 31st 2024. Understood there would be a 15 business day waiting period before I could start using the insurance again. That didn't happen. Had to pay full price .. over $800 for my medicine. Contacted *** and they stated they could not find any correspondence from Chard Snyder. Contacted Chard Synder for an update, rep stated that they will do an emergency correspondence with ***. It would take 24 hours for the correspondence to go through then another 3 business days before I should see the change on ***. That was mid July. I'm filing this complaint on August 9th and as the screenshot shows. *** never got the message for June and July. Sent an email on the chard website and via one on my personal email to cancel August as my actual insurance with my new employer was activated and voice my displeasure and the desire for a refund. They responded to my email about the cancellation and to this day never responded about my grievances.

  Business Response

  Date: 08/28/2024

  Chard Snyder appreciates the opportunity to respond to this participant’s complaint. It is our goal to provide high quality customer service while at the same time ensuring plan compliance.
  
  Chard is a third party administrator that provides ***** administrative services on behalf of employers pursuant to service contracts with employers. Chard is not an insurance carrier and does not have access to or control of the records or processes of insurance carriers. Chard is obligated under its contracts with employers to communicate with carriers via the contacts and methods prescribed by the employer and carriers. Once we send notification to the authorized carrier contact, it is the carrier's responsibility to update its records. All premiums received by Chard are remitted monthly and are not retained by Chard.
  
  Chard processed the participant’s online ***** election on June 6, 2024 and received the participant’s full initial payment on June 12, 2024. Consistent with *****, upon receiving payment Chard notified the participant’s former employer of their ***** election on June 13, 2024, using the contact information and pursuant to the carrier notification process prescribed by the participant’s former employer.
  
  On July 17, 2024, the Chard Participant Services team received the participant’s call regarding the status of their coverage. In an effort to assist, Chard sent an urgent update request to the authorized carrier contact on July 18, 2024.
  
  Chard contacted the participant’s former employer and received approval to retroactively terminate the participant’s ***** coverage effective May 31, 2024 and refund the June 2024 and July 2024 premium payments. Because all premiums received by Chard are remitted monthly and are not retained by Chard, Chard will issue a refund to the participant once we receive the monthly premium funds from the participant’s former employer.
  
  The participant may contact our Participant Services team with any questions.
  
  

  Customer Answer

  Date: 08/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ****
  

• Initial Complaint

  Date:08/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. Multiple transactions from eligible providers flagged for receipts - a dental specialist, specifically. All services and products provided by eligible medical providers such as dental specialists are covered expenses as noted by law. 2. Charge for $256 on 6/7/2024 denied for eligible coverage using BetterHelp therapy/counseling services. ChardSnyder suspended my FSA card and now claims that I "owe" them $256. First, that's a covered service through an eligible provider AND THEY KNOW THIS. Second, suspending my card was a purely punitive action designed to deny medical care to me by causing an inability to pay. Third, I don't owe them a single penny because ineligible charges are filed with the IRS for taxes since I would owe taxes on that amount. I'm still contemplating legal action over this. 3. Transaction denied for an attempted purchase of pain relievers with that product being the only item in the transaction at a location well known for selling such OTC FSA covered items (Wal-Mart). I will be submitting the receipt for the second transaction (and Chard Snyder WILL cover it or I will involve lawyers) however this combined with the first problem indicates a pattern of deliberate rejections of transactions in order to hold onto *MY* money that I am legally entitled to. Chard Snyder needs to understand that the next time they pull this I will automatically involve lawyers and start legal proceedings against them.

  Business Response

  Date: 08/28/2024

  Chard Snyder appreciates the opportunity to respond to this participant’s complaint. Chard places the utmost importance on customer service. It is our goal to provide high quality customer service while at the same time ensuring plan compliance.
  
  The plan in which this participant is enrolled is an employer-sponsored plan governed by IRS regulations and plan rules as defined in the employer’s plan document and summary plan description. Chard provides administrative services on behalf of employers pursuant to service contracts with the employer.
  
  IRS rules governing flexible spending accounts require that all claims be substantiated, even those paid using a debit card. IRS rules require that the documentation used to substantiate claims include the provider or merchant name, date the service was incurred, type of service, cost of the service, and, when there is insurance, amount insurance has paid. An Explanation of Benefits (EOB) from the insurance carrier usually provides this required information.
  
  As the participant has not submitted documentation that meets the substantiation requirements for the denied claim, Chard is unable to approve the participant’s claim.
  
  Please note that even though debit card transactions may be denied due to lack of or insufficient documentation, the merchant remains paid. In addition, any funds that may remain in a participant’s account after the end of the plan year are forfeited to the plan and are not retained by Chard. 
  
  IRS regulations outline correction procedures that must be followed if a debit card transaction is not properly substantiated. The first step is to deactivate the debit card until documentation is received, the amount is repaid to the account, or the expense is offset with another eligible expense not paid using the debit card. When the debit card is suspended, a participant maintains access to funds in the account. Requests for reimbursement may be made by filing an online claim through the member portal, submitting an expense via the mobile app, or using an Out of Pocket Reimbursement Request Form.
  
  The participant can contact the Chard Participant Services team with questions or further information on claim substantiation.
  
  

  Customer Answer

  Date: 08/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  The laws of "IRS rules governing flexible spending accounts require that all claims be substantiated" is not being followed as there are multiple transactions from the same provider which are listed as " Receipt Status:
  Not Needed" while others list " Receipt Status: Required" despite being the same amount and same services provided. As such, they are arbitrarily deciding which claims they will audit and which they will not which is in violation of previous mentioned "IRS rules."
  "As the participant has not submitted documentation that meets the substantiation requirements for the denied claim, Chard is unable to approve the participant’s claim." Yet they did so on other transactions from the exact same provider for the exact same services for the exact same amount. See attached image from the company's website for evidence of this.
  
  If all transactions require receipts then they MUST require receipts *for all transactions.* Anything else is a lie. Because this is medical related, I will pursue this aggressively to the point of including agencies designated to provide oversight to prevent this exact kind of jiggery-pokery.
  "The participant can contact the Chard Participant Services team with questions or further information on claim substantiation." I have. Repeatedly. Their representatives are beyond unhelpful.
  
  Regards,
  
  ******* *****
  

  Business Response

  Date: 09/17/2024

  Chard Snyder appreciates the opportunity to respond to this participant’s complaint. Chard places the utmost importance on customer service. It is our goal to provide high quality customer service while at the same time ensuring plan compliance.
  
  The plan in which this participant is enrolled is an employer-sponsored plan governed by IRS regulations and plan rules as defined in the employer’s plan document and summary plan description. Chard provides administrative services on behalf of employers pursuant to service contracts with the employer.
  
  Some debit card transactions auto-substantiate through automatic approval processes that do not require additional documentation. IRS rules permit claims to be auto-substantiated at the point of sale based on health-care merchant category codes, IIAS, and copay matching. The use of inventory information approval system (IIAS) is permitted for auto-substantiating claims at merchants that do not have a healthcare MCC. The type of MCC is determined by the merchant and is outside the control of Chard.
  
  IRS rules governing flexible spending accounts require that all debit card transactions that cannot be auto approved through copay match or IIAS be substantiated, regardless of the amount of the claim.
  
  This participant has submitted 40 claims: 13 by debit card and 27 online. Of the 13 debit card claims, 10 were auto approved through copay match or IIAS approval that did not require additional substantiation documentation under IRS rules. 3 debit card claims required substantiation documentation: the participant submitted proper documentation for 2 claims.
  
  Chard conducted a thorough review of the participant's account and addressed concerns brought up by the participant in our previous responses. We welcome the participant to contact Participant Services with any questions. We consider this matter closed.

  Customer Answer

  Date: 09/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  1. "We consider the matter closed" is not appropriate even in kindergarten.
  2. Your numbers for submitted claims are wildly wrong.
  3. You consistently reject itemized receipts that have the exact information you've requested.
  4. I have attempted to contact your company directly in the past with no results or useful information HENCE INVOLVING THE BBB.

  I have attempted multiple times to speak with you regarding this issue and this is the most engagement I've gotten only to get a "we consider the matter closed." But yet you want me to contact you... ostensibly so you could tell me directly that you consider the matter closed. Again.

  
  Regards,
  
  ******* *****
  

  Customer Answer

  Date: 09/20/2024

  I have submitted receipts for all claims which noted a required receipt. To date, that would be 3 claims/debit transactions. As of this moment, there are 2 listed as "Denied".

  
  The receipts you require are attached to those claims however I have submitted them here as requested.
  

  The first one, dated 6/7/2024 (attachment #4 for that claim) is a PDF of the receipt, with highlighted areas listing what exactly what was needed for and claimed was not listed for that claim. If opened in a PDF viewer, you will see that there are annotations describing exactly what the denial claimed was needed. Further, the transaction on 7/5/2024 is from the exact same provider for the exact same amount for the exact same thing **using the exact same receipt** which was subsequently approved (this is the second claim the listed as receipts required). There is absolutely ZERO reason this claim/transaction should be denied. This single transaction is the cause of this entire chain of conversation and subsequent lack of progress with phone representatives. This is the entirety of the frustrations here.
  
  The third (outstanding) claim is for a transaction listed for 8/14/2024. The first denial listed absolutely no criteria that I could make sense of other than "New" which was the ONLY word in the denial reason I have access to and as far as I could tell maybe meant that the upload was corrupted. I reuploaded the same receipt and have been *finally* given a reason that it was a previous balance - I have attempted to contact the provider to get clarification as I believe they handed me the wrong receipt (there was no answer today when I called and I will attempt again tomorrow, barring that on Monday). When I have the listing for those services, I will reupload both receipts as the first will show the charges and the second will show the payment. It should be noted that the "previous balance" is a result of what insurance did not cover as I pay all outstanding debts at the time of my appointment.
  
  
  
  
  

  Business Response

  Date: 10/09/2024

  Chard Snyder appreciates the opportunity to respond to this participant’s complaint. Chard places the utmost importance on customer service. It is our goal to provide high quality customer service while at the same time ensuring plan compliance.
  
  As stated in our previous response, 3 debit card claims were initially denied as they required substantiation documentation in order to meet IRS requirements. The participant submitted proper documentation to substantiate 2 of the claims. 
  
  IRS rules require that the documentation used to substantiate claims include the provider or merchant name, date the service was incurred, type of service, cost of the service, and, when there is insurance, amount insurance has paid. An Explanation of Benefits (“EOB”) from the insurance carrier usually provides this required information. One of the participant’s claims remains denied as the documentation submitted for the claim does not provide the dates of service on which the expense was incurred.
  
  IRS regulations outline correction procedures that must be followed if a debit card transaction is not properly substantiated. The first step is to deactivate the debit card until documentation is received, the amount is repaid to the account, or the expense is offset with another eligible expense not paid using the debit card. When the debit card is suspended, a participant maintains access to funds in the account. Requests for reimbursement may be made by filing an online claim through the member portal, submitting an expense via the mobile app, or using an Out of Pocket Reimbursement Request Form.

  As the participant has a debit card transaction that has not been substantiated in accordance with IRS regulations, his debit card has been suspended. If the participant provides the required substantiation documentation, repays the account or offsets the claim with another eligible expense, the debit card will be reactivated.

  Even though debit card transactions may be denied due to lack of or insufficient documentation, the merchant remains paid. 
  
  As previously provided, any funds that may remain in a participant’s account after the end of the plan year are forfeited to the plan and are not retained by Chard.
  
  Chard conducted a thorough review of the participant's account and addressed concerns brought up by the participant in our previous responses. We welcome the participant to contact Participant Services with any questions. We consider this matter closed.

  Customer Answer

  Date: 10/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  AS STATED IN *MY* PREVIOUS RESPONSES, you are not fulfilling your legal requirements and actively refusing to properly approve claims. Hiding behind "technically correct" rhetoric does not absolve you of the difficulties and problems you have caused.
  
  You can repeat yourself all you want but at the end of the day, you refused to approve one claim that was identical to another claim except for the date. The receipt for both claims were identical (except for the dates), on the same document and sufficient for one claim but not the other. You only approved the second claim when documentation was requested by and provided to the BBB (information which you clearly already had access to) and even then only because now there's a third party involved. Repeating your statements and refusing to acknowledge that you messed up shows me plain and clear that you refuse to be responsible in your duties.Your stance in your reply tells me plain and clear that you will continue to be problematic so long as there is not a powerful third party to keep you straight.
  

  That said, any future problems will result in my immediate inclusion of legal counsel and oversight organizations which will force you to conduct business correctly.
  

  This was not at all the outcome you wanted.
  
  Regards,
  
  ******* *****