ComplaintsforMidAmerica Administrative & Retirement Solutions, LLC

• Initial Complaint

  01/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  MidAmerica is a company overseeing HRA/HSA programs. They give out a card to use to access OUR money. I used the card and MidAmerica requested additional information four time without giving any additional questions. I provided the required information(as requested in their email) on three different occasions. The bill clearly delineated the surgery provided and the cost, yet MidAmerica continues to ask for more information without specifics. The bill is for a ******* and the card was charged that amount. There was a $50 charge listed on the bill that WAS NOT CHARGED TO MidAmerica, but they want to hold up the bill even though I PAID THE $50 myself weeks ago.

  Business response

  03/18/2024

  Thank you for bringing your concerns to our attention, we take all feedback seriously and are committed to resolving any issues our customers may encounter.
  
  We acknowledge receipt of your complaint and want to assure you that we are actively investigating the matter. Our team is dedicated to addressing your concerns promptly and thoroughly.
  
  Please rest assured that we will provide you with a follow-up as soon as we have completed our investigation and reached a resolution. We value your business and appreciate your patience throughout this process.
  
  Should you have any further questions or additional information to share, please feel free to contact us directly at ****************************************************.
  
  Thank you for your understanding and cooperation.

  Sincerely,
  Calvis
  Director, Participant Services

  Customer response

  03/18/2024

   
  Complaint: 21194967
  
  I am rejecting this response because:

   

  The answer provided by MidAmerica is a standard response.  It did not address the harassment from them on an issue about which they were wrong.  Our paperwork provided the proper evidence of medical use and they repeatedly rejected the correct paperwork because they didnt look closely at the information.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted MidAmerica in May of 2023, and requested assistance in cashing out the small retirement fund I had with them. It was an account that was opened twenty-years ago, before I graduated high school. I noted that the birthdate was wrong, but I sent them a piece of my mail with all of my information including the incorrect birth date. When I finally received a response, the agent told me I would need to provide a copy of my ID with my current address. I requested a secure method to provide it, as I did not want to provide a copy of my ID over an unsecured email.I was sent a link, it didn't work. I was sent another link, it didn't work. Then I never heard from them again. I sent too many different emails and have numerous chains. I would just like to close this out and cash out who responds in a timely fashion, versus weeks later.

  Business response

  02/05/2024

  Hello ******,
  
  I apologize for the inconvenience you've experienced. We take your concerns seriously, and I want to assure you that we are actively addressing the issue. Our team is working on resolving this matter promptly. Expect a follow-up phone call from us shortly to ensure a smoother resolution.
  
  

  Customer response

  02/15/2024

  I havent received anything from the business. Absolutely nothing has been done and my complaint still stands.

• Initial Complaint

  12/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted a claim for reimbursement on 12/1/23 (medical ins. Premiums) for $******** The Claim was denied by Mid-******* ( wrong paperwork).I Submitted claim again on 12/5/23 with correct paperwork. My Mid-******* app. said the claim was paid. Then, I noticed that Mid-******* deducted my account by 2 X ******** by mistake. I called Mid -******* on 12/6/23 (ref. # ********) and Mid- ******* said they would fix this error and input the correct amount on my HRA account. The Rep. at Mid ******* said it would take three days to fix. First, my Mid ******* App said denial for one claim. The second claim said pending reimbursement. On 12/7, they both said paid. So I called again on 12/7, and they said somebody had removed the note to cancel the duplicate. On 12/8, I got a note saying I had to pay them back for $******** when no money had been deposited into my checking account. I would like the following to be resolved as soon as possible:1.Not have to pay $******** to Mid-******* that I do not owe.2.Have my claim for $******** deposited into my checking account as soon as possible.

  Business response

  04/24/2024

  *********************** called on 4/10 to find out about emails she received from MidAmerica, letting her know the provider refund was received.Due to the refund, ****************** denial has been cancelled and submitted to satisfy the repayment. This issue has been resolved. 

  Customer response

  05/04/2024

  Yes, this has been resolved. However, it was a frustrating experience; their mobile app does not interface with their online portal, but they do not tell this to their clients.
  Thank you for your support.  

• Initial Complaint

  11/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I contacted Mid America for the disbursement of funds from my retirement account in June of 2023. Not receiving the funds I followed up with Mid America in August 2023 and was told to submit a claim. I did on August 8th. I did not receive any response. I then contacted Mid America by phone and informed them that I had not received my disbursement. I had concerns that the check might have been stolen out of my mailbox and cashed. I requested their help to determine if the check had been cashed. I did not get any information regarding the status of the check. So I called back on the following dates asking for assistance: 9/5, 9/14,9/18, 9/20, 10/9, and 10/27 each call resulted in no answer as to the status of the check, and more information was requested from me so that they may "resolve this issue". During each contact, I stressed that I believe someone had stolen my check and cashed it. Assurance was given to me that they would follow up and inform we as to the status. I contacted them again on 11/14/23 and asked again what the status of my claim was. I was finally informed that the check was cashed on July 11, 2023, to which I informed Mid America that I did not cash the check. They sent me the canceled check with a forged signature on the back. I asked if there was anything they could do to help with this fraud, they stated I would need to take it up with the bank that cashed the check. I am out a large sum of money and Mid America has done nothing to help with this fraud.

  Business response

  11/27/2023

  Hello ******** 

  I want to express my sincere apologies for the challenges you've faced regarding the disbursement of funds from your retirement account. I understand the frustration and concern this situation has caused you, and I want to assure you that we take this matter seriously. Please be assured that we are doing everything in our power to rectify the situation promptly. I will personally oversee the progress and keep you updated on any developments.

• Initial Complaint

  06/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  MidAmerica CASE # ******** OR CASE # ******** June 7, 2023 Wednesday Due to MidAmerica NOT taking pro-active steps to correct and resolve the use of my MidAmerica 3121 Savings account being used by someone else, after many days, I am requesting the BBB to contact the MidAmerica Plan Administrator/Supervisor, and quickly and proactively REMOVE the other person showing on my account for Caddo Parish School Board, from my MidAmerica 3121 Savings Account. I HAVE REQUESTED THE MIDAMERICA PLAN ADMINISTRATOR AND SUPERVISOR TO CALL ME SINCE FRIDAY, JUNE 2, 2023 WHEN I DISCOVERED CADDO PARISH SCHOOL BOARD ON MY MIDAMERICA 3121 SAVINGS ACCOUNT, AND I CALLED MIDAMERICA AT THAT TIME TO REPORT A SCHOOL DISTRICT ON MY ACCOUNT WHERE I HAVE NEVER WORKED. I have never worked for Caddo Parish School Board. NO PLAN ADMINISTRATOR, NO SUPERVISOR HAS CALLED ME AFTER MY REPEATED REQUESTS TO CALL ME. When I have called MidAmerica, I have been told the SAME following statements: First: “We are waiting to hear from Caddo Parish School Board if they are using your Social Security Number. Second: “We are waiting to hear from the Contributions department if we made the mistake and entered the wrong school district” MidAmerica Plan Administrator should be PROACTIVELY MAKING PHONE CALLS TO CADDO PARISH SCHOOL BOARD, AND ALSO PHYSICALLY CALLING THE CONTRIBUTIONS DEPARTMENT SUPERVISOR, NOT WAITING FOR EMAIL RESPONSES THAT MAY NEVER ARRIVE. I am still waiting for a phone call from MidAmerica. I have been a MidAmerica customer with my money at MidAmerica for 13 years. ********* ** ***** **** ** ********** *** *** ********** ** ***** ****** ***** ******** ****** ***************** **** ** ****** ********

  Customer response

  06/08/2023

  I would greatly appreciate your closing this complaint case against MidAmerica. Today I spoke with a Senior vice president, who has assured me that he will resolve this problem.
  
  Thank you very much for your help.
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  05/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 2/9/2023 I submitted a claim for reimbursement from my HRA for health premiums account and set up automatic deposits for the year. It was pretty straightforward: premiums for my husband and myself for Medicare, supplemental insurance and drug plan. When I did not hear from them - no email confirming receipt or progress on the claim - I called. Since then, I have had no communication from them other than the five or six calls I have initiated. It is now the middle of May, and I have talked to several different customer service persons. Each tells me a different story: “everything is approved except for $66.” “Nothing has been approved yet.” “I have escalated your case to the highest level.” “You need to send another document.” And so on. I have done everything they have asked. Each person has told me something different regarding approval, paperwork needed, email address to send more information to, and so forth. I have tried as best I can to submit everything they are asking for, even asking for special letters from my supplemental insurance company. It is evident that those dealing with my case are not familiar with Medicare, Medicare supplements, and Medicare drug plans. I finally got two payments this week deposited in my bank, but there is no correspondence as to what they were for and what they might or might not still need from me, or when I might see the rest of the money from the claim. I am talking about thousands of dollars now. I have no idea what to do next as there is no additional number I can call. I would like some communication, consistency, and timeliness in distribution of funds to my bank. My spouse and I are retired. We are extremely frustrated with the hours - no exaggeration when I say many many hours it is taking to try to resolve this.

  Business response

  05/30/2023

  We have reviewed this complaint and are working diligently to get this matter resolved in a timely fashion. We have communicated with Mrs. ******* and she will be providing the necessary documentation for a quick resolution. We apologize for any inconvenience this may have caused and will ensure this moving forward the a unified message is presented to Mrs. ******* on any future communication. 

  Business response

  07/05/2023

  This complaint has been resolved.

  Customer response

  07/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID *********

  The money that was initially due has been distributed to us in payment through June. I do not have evidence yet that the future monthly amounts will be distributed in an accurate or timely way nor do I know if email notifications will be sent and received accurately. I will not know these things until later this month.

  
  Sincerely,
  
  ******** *******

• Initial Complaint

  09/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Took the early retirement package that the college I worked for for 15 years ******* ***** ********* ******* - ******** ****** Part of the package was a 13,000.00 stipend to be held by this company until I decided to withdraw some or all of the funds. I received a letter from the company with instructions on how to make a withdrawal and did so on the 6th of September. I provided all requested documentation for a transfer of funds to my baking institution. After having called and sent several emails, I have still had no information regarding when I will receive my money. I was told it would take 48 to 72 hours to process the information and another 7 days to get me my money. Today is the 20th of September and am highly concerned that this is some type of scam by an unscrupulous company and an unknowing institution that chose a very poor liason for the transfer of my money.

  Business response

  11/08/2022

  Consumer Response /* (2000, 9, 2022/10/03) */ ****** ***** Tue, Sep 27, 12:32 PM (6 days ago) to *********** ************@indianhills.edu, me The money has finally arrived in my account. Thank you. Sent from Mail for Windows

• Initial Complaint

  07/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Date: 10-1-2021. I do not know how much money as my money was deposited without my consent. I have learned a 401(a) type account. They have not released my money as of yet. They claim that my "check is in the mail. I retired from the city of New Orleans at which time I was required to fill out paperwork for MidAmerica. Paperwork included 2 pages of their paperwork, a W-9, and a W-4P, accompanied by a voided check. As ordered filled out forms making sure that I instructed my human resource person I wanted a check for the funds owed to me. I was never advised how much money I was owed. Expecting my payment and never receiving it or anything from MidAmerica advising me how much money I "deposited" with them, I became concerned. I contacted the liaison, Johnny ******, he advised no problem getting my money and sent the required forms, the same forms I had completed at my retirement meeting with HR. I again filled out the paperwork requesting my money and sent it in on 9 June. Could not send it with tracking because the address is a post office box. 14 June I receive an email stating that my forms have been received, they are correct, and if anything else is needed they would contact. I began checking my account, but no deposit. I called on 24 June and was advised that a check was going to be cut and mailed to me. I advised I wanted a direct deposit. She advised they could not because they didn't have a voided check to obtain the account number and routing number (both of which are on the forms sent in). I advised I had sent one in with the original paperwork which she claimed they never received. (apparently got all my personal info to open the account from Santa). She advised that they had 10 working days to get the check out. I requested to speak to a supervisor. She advised none were available but one would call back. The supervisor called back and advised me that "the check is in the mail" (on 6-24-22). As of today, no check.

  Business response

  08/04/2022

  Consumer Response /* (2000, 6, 2022/07/06) */ The company has made good and direct deposited the funds this morning, July 6th. As far as I am concerned the complaint is closed. Thank you for your assistance in this matter.

• Initial Complaint

  07/12/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In January of 2021, MidAmerica issued a charge card. I contacted my insurance company (******) at that time to see if they could use this card to take my premiums. At that time they were not set up to do this. Up until this time, I had sent a check to them for the premiums, and was reimbursed by MidAmerica. At the end of May 2021, I had sent the check to them which they cashed. Without any notification, they also took the premium off of my MidAmerica charge card. This is where the latest problem with MidAmerica has started. MidAmerica is insisting that I send them documentation about this transaction. I have always been on a recurring cycle of payment with them, so for the previous 11 months, (July2020-July2021) they have all of the documentation that is necessary to reimburse me and have done so. I realize be using the card, I won't be reimbursed. The money will be taken from them directly. I've been trying to solve this issue for about 6 weeks. They have now suspended my c

  Business response

  10/13/2021

  Business Response /* (1000, 8, 2021/07/30) */ MidAmerica has provided************** with a response to this complaint. The disputed issues have been addressed and this complaint has been resolved. Consumer Response /* (3000, 15, 2021/08/11) */ I thought I had until the 12th to respond. The issue has not been resolved. This company continues to request information and is holding up reimbursements, because of this info. You heard from Louis that said everything was in place. On Aug. 6th I received another email from MidAmerica for more information. I made a call to ****** Insurance and had a conference call with myself, my representative , and Layla, from MidA. She asked for additional info from myself and ******. This seems to be happening this week. My ****** rep. remarked today that this company already has the information that they keep requesting. This has been my stance for this whole time. Each time I make a call I get a different rep. No one knows what's going on there. They will not allow me to talk with someone in management to find out exactly what I'm suppose to do. Business Response /* (4000, 17, 2021/08/26) */ MidAmerica has attempted to contact the participant on multiple occasions, via phone, voicemail, and email, following our receipt of this claim. We have thus far been unsuccessful in establishing contact via these channels. We invite the participant to contact us directly at 800-430-7999 or 863-688-4500, or via email at [email protected]. We look forward to providing a prompt resolution upon establishing contact with the participant. Consumer Response /* (4200, 19, 2021/08/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) On July 26, 2021, Louis from MidAmerica, myself, and ******, my insurance company had a conference call. At this time Louis assured me and *****, the ****** representative, that the situation that I originally wrote you about was fixed. I have since faxed more requested info to MidAmerica on 8/12/21 at 1:18 p.m. Since I hadn't heard anything from MidAmerica, I assumed that everything was okay. On 8/14 and 8/21 I sent in requests for reimbursements for my LTC premiums, both in the amts of $347.63. On 8/18 and 8/25 I received an email from MidAmerica that theses requests were successfully submitted for the service dates of 7/20/21 and 8/20/21. On 8/26/21 I received another email from MidAmerica that said, "My filed claims have been applied to my outstanding repayments." I do not owe them any money!! I immediately called MidAmerica and told them that I don't owe them any money and a few other things about their company. I was finally allowed to speak to a manager, Jessie R*****. She said she would contact other areas in their company and get back to me. The next day she sent me a letter of apology. First time that has ever happened! She called me on 8/27, and told me my reimbursement would be in my account next week in the full amount of $347.63, and told me the situation has been fixed, as she told you. I have nothing in writing that the original problem has been resolved . This morning I received another email saying that "my filed claims have been applied to my outstanding repayments. So, no there is no solution settled from my end of things. I do not trust that any of this is completely fixed. They sent me that apology letter so you would close the complaint. I would like full documentation from them that the whole situation from my original complaint is fixed and won't show up on any other emails or conversations with them! Please do not close this complaint until they send me the complete documentation . Business Response /* (4000, 27, 2021/09/22) */ MidAmerica has distributed the proper funds to**************, confirmed via telephone conversation with a Participant Services Representative on 9/14/2021. The disputed issues have been addressed and this complaint has been resolved. Consumer Response /* (2000, 29, 2021/09/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) MidAmerica has accepted the paperwork from my insurance company, ******, for the recent charge on their (which was issued to me) charge card. This was the final medical premium for the month of Sept. 2021 $809.37 I will no longer be paying this, as I'm going on Medicare Nov. 1 2021.

• Initial Complaint

  06/27/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been attempting to contact Mid America Administrative Services for several months. I have mailed them and made numerous phone calls to their office in Lakeland, Florida. My last contact was over a year ago; when I changed some information on my plan. However, I have not received documentation of this change, nor have I been able to speak with someone from their office. This is concering considering their reviews. Ryan L**** 3 years ago 1 star rating. The customer service team never responds to inquires, claims take months to process, one of the worst experiences I have ever had with an FSA account. Bob S******* 8 months ago 1 star rating. Terrible customer service even when you consider how bad customer serice is at most places today. This place is a new low. GR a year ago 1 star. Rude to say the least. I have no idea why our employer uses these people. They can't even get the contributions right and then when you call them--they tell you that they're waiting for a response.

  Business response

  08/02/2021

  Business Response /* (1000, 5, 2021/07/08) */ MidAmerica has attempted to contact the participant on multiple occasions, via phone, voicemail, and email, following our receipt of this claim. We have thus far been unsuccessful in establishing contact via these channels. We invite the participant to contact us directly at 800-430-7999 or 863-688-4500, or via email at [email protected]. We look forward to providing a prompt resolution upon establishing contact with the participant.

*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. ↩