Complaints

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:04/09/2025

  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.

  While checking my bank statements, I noticed I was charged twice by Business Solver and I did not sign up for their services. The amounts were $201.50 charged on 3/7/2025 and $2.50 charged on 4/7/2025. Last year I was being charged by them and I reported it to my bank and I thought the matter was taken care of but obviously not. When I tried to call them the recording said leave a message which I did but dont expect a response.

  Business Response

  Date: 04/11/2025

  Hi ********,
  Upon reviewing your account in our Businessolver system, we found several interactions that help clarify the situation:
  March 6, 2025: You contacted us about a bill related to dental services. During this call, our representative verified your identity and discovered payment issues due to outdated debit account information. In addition we found that on March 28, 2025: We sent you a letter concerning your Group Annuity Contract with ***********************************. This communication was meant to clarify that your Post Retirement Death Benefit under the ******************* Retirement Plan III is separate from your existing retiree life insurance benefits under the **************************** Plan, which remain unchanged.
  If you have any additional questions or require further assistance, please do not hesitate to reach out. You can also contact ******************************** at **************, Monday through Friday, between 8 a.m. and 5 p.m. CST for more support.
  Thank you for your understanding, and we look forward to resolving this for you.

• Initial Complaint

  Date:03/20/2025

  Type:Customer Service 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.

  This company handles *** accounts and they call it Mychoice. I have sent several emails trying to obtain a customer support phone number and all I receive is a form email telling me to read the brochure which contains no phone number . I tried 8 different numbers online and its been 2 hours of effort now. I have thousands of dollars of medical bills for reimbursement that I have a question about and I am unable to contact them in any way . It should be illegal to not have a customer care **** when you are handling medical bills . Right now I am upset and frustrated beyond belief and already cried. This is my only recourse. I need a phone number for the Mychoice FSA **** run by Businessolver. Thank you

  Business Response

  Date: 03/26/2025

  ********, we apologize for the frustration youve experienced while seeking support for your MyChoice FSA account. We understand how important it is to promptly and effectively address your medical reimbursement concerns.
  A member advocate attempted to contact you on March 19, 2025, and followed up the next day to ensure your questions were addressed.
  To make sure you have all the support you need, they left a contact number in their voicemails, which weve included here for your convenience: *************** at ************. You can also visit ********************* for additional resources.

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23089160
  
  I am rejecting this response because:
  Theee still is no way to speak with a person. 
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 04/07/2025

  Our goal is to support you in every way possible.
  Our member service representatives have left multiple voicemails with all the necessary details, including our contact information, your case number, and confirmation that the call was from. Additionally, we noticed you connected with ***** via chat on April 2, 2025, which is another way to reach us.
  We understand that communication issues can be frustratingwe have not received a response from you, and we want to make it easier for you. If youre having trouble with the automated system or prefer another method of contact, please let us know how we can best assist you.
  Thank you for your understandingand we hope to resolve your concerns soon.

• Initial Complaint

  Date:03/03/2025

  Type:Product 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.

  I filled out a form Retiree Health Reimbursement Account (HRA) on Social Security, RX, Dental and family Medical. I received all of the reimbursement checks. I did received family medical reimbursement check but it was not completely 100$. I requested around $5k for family medical reimbursement and I only got about $500. I contacted the union asking why I only got about $500 instead of $5k. They consulted me to call Lumen. I tried to contact Lumen several times and the situation did not get resolved for over a year now. HRA have not return my calls and has been taking long time to return my calls. Every time i contact them, they always give me reasons that did not make sense. I contacted **** ***** ( president of ***) and he said he will follow up. He haven't since. A volunteer name **** ***** from *** has been trying to help me but faced a lot of barriers with Lumen and was not able to help resolve for me.

  Business Response

  Date: 03/07/2025

  Thank you for your patience regarding your HRA. We understand your frustration with the reimbursement amount you received.
  We have been actively reviewing your case, and I can confirm that the team has updated your record to reflect the eligible amounts based on the documentation submitted. We reviewed your claims on 12/10/24, and made necessary adjustments to ensure all details were accurate. Additionally, we reviewed your claims again on 1/18/25, and approved an additional amount. We also advised on the ****, we can only approve the member responsibility amounts.
  To resolve this further, I recommend contacting the Lumen Health and ******************* at ************, Monday to Friday, from 7:00 AM to 7:00 PM CT. They can provide specific insights into your claims and verify any documentation needed for the remaining amounts you are seeking.
  Thank you for your patience and understanding as we work to support you through this. We value you as a member and are here to assist you.

• Initial Complaint

  Date:01/14/2025

  Type:Delivery 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.

  In order to receive COBRA benefits to continue insurance coverage, I paid Benefits Solver for coverage. I did not receive coverage and was unable to fill prescriptions and had appointments cancelled. They are unwilling to address the fraud I experienced.

  Business Response

  Date: 01/15/2025

  We truly empathize with your frustration regarding the non-coverage, especially concerning missed prescriptions and appointments. We want to assure you that we are dedicated to working on your case.
  As discussed on the call 1/13/25, your coverage is now retroactively effective from December 1st and we have submitted a request for a premium adjustment. Our team reached out to you on 1/14/25, on our second attempt to connect we provided details about your coverage.

  
  We appreciate your patience as we work through this together, and we are committed to helping you find a resolution. A benefits agent will be in contact with you to follow-up. If you need any further assistance, please dont hesitate to reach out to the *********************** at ************, Monday to Friday between 8 AM and 5 PM CST.

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22807557
  
  I am rejecting this response because:

  Retroactively approving coverage doesn't address being unable to fill prescriptions or having appointments cancelled. One Business Solver representative outright stated that 99.9% of all requests are denied. Accepting money for services not rendered isn't acceptable and neither is a vague denial stating that you simply cannot adjust, credit, or refund any part of a premium for services Business Solver did not provide but was paid for.

  
  Sincerely,
  
  ******* *******-ide

  Business Response

  Date: 01/23/2025

  While we understand your frustration, our business operates under the rules and guidelines set by your former employer. Unfortunately, based on these requirements, we are unable to process your request credit at this time. 
  We have passed the request on and should that rule change, we will reach out timely. 
  As ******* articulated in your recent call, we value your feedback and are happy to discuss this matter further to provide clarity. 
  Please dont hesitate to contact us directly at *********************** at ************, Monday to Friday between 8 AM and 5 PM CST if you have any additional questions or need further assistance.

• Initial Complaint

  Date:11/13/2024

  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 am trying to correct a billing issue on health insurance. I am a retiree from **********Their phone tree keeps asking for an employee number, I am retired, I do not have an employee *********** they said there would be over an hour wait. I have worked on ******** claims that put me on hold for 40 minutes.I have never had a phone tree with a plus 60 minute wait time. This level of service is unacceptable and should be noted for other users.

  Business Response

  Date: 11/13/2024

  Thank you for reaching out and sharing your feedback. We understand the importance of a smooth billing experience, and were here to help resolve any issues. Our team has been notified of your request and has made an attempt to reach out with the phone number youve provided. For immediate support, please feel free to contact the *************** directly at ************, Monday Friday, 8:00 AM 5:00 PM CST.

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22546895
  
  I am rejecting this response because:
  The company sent me to the same answering system , requesting an employee ID number, I am retired I do not have a employee Id number.

  they then put me in a waiting line with over an hours wait with a promise to call back at some time.

  The response is basically call back to the help line I complained about with the same issues and same wait time.

  They are not doing anything to make contact, just call again and maybe we will answer and maybe take care of you.

  Please note they did NOTHING to respond to my issues. Just call our number and get back in line.

  suggest someone call that number they list to see how responsive they are.

  This is a unresponsive company with no respect for their customers time or status.

  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 11/21/2024

  Our team has attempted to contact you twice using the phone number you've provided and left a voicemail each time, as the calls went unanswered. For immediate assistance, please feel free to reach out to the *************** directly at ************, Monday through Friday, from 8:00 AM to 5:00 PM CST.

• Initial Complaint

  Date:10/22/2024

  Type:Product 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.

  Nothing to do with health care providers... they are fantastic. It's all to do with My choice accounts by business solver. I have a 2024 "Limited Purpose Healthcare FSA" account, that I contribute money to every week. Each time I have had to use it at the dentist, eye doctor, or PCP I am expected to provide this company with documentation... I understand tax laws and all, but every single time is ridiculous. I made a purchase on 9/25/24 for contacts at the eye doctor, ran my card, it was approved at the eye doctor, emailed the detailed receipt from the eye doctor on 9/27/24 to the email *************************** and they have yet to "approve/post" the payment. If they aren't going to do their job correctly, then they should not expect someone to send in documentation every single time. Per the attachments, you can see I was being proactive with providing documentation, but yet, someone isn't doing their job. I also never receive any communications back on emails.

  Business Response

  Date: 10/25/2024

  After reviewing your account, we found that documentation was sent to an incorrect email address, *************************** rather than the correct **************************** This error likely led to the delays you experienced. The documentation has now been uploaded, reviewed, and approved as of 10/23, with no further action needed on your part. Please let us know if we can assist further.
  

  Customer Answer

  Date: 10/28/2024

   
  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.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:08/02/2024

  Type:Order 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.

  During June 2022 I was on short term disability due to transient osteoporosis of the hip. I was out from work until mid-August. During that time my premiums were being paid by auto-pay, they were taken out on exactly the 1st of August and September. After being at work for a week, my pain came back and I was on short term the rest of the year.During the rest of the year my premiums were apparently not being paid, even though I had auto pay set up. BenefitSolver continues to deny this. They also claim I was sent e-mails that my premiums were not being paid, again this is untrue, I didn't receive any from them. Then in December 2022, I received a letter that my coverage was terminated in Sept. I went through an entire appeals process with them. They still claim that an autopay was never set up, but would reinstate my benefits if I paid the $217.42.I paid the premiums, they cashed my check on 1/10/2022. Not until June of that year, did I receive a check for $217.42, no explanation what it was for. So they kept my money for 5 whole months and never reinstated my benefits as they told me they would.Now almost whole year after, I am being billed from services from almost 2 years ago, approximately $2,200 worth. I have tried several times to appeal this as well as going forward to the Pa Attorney General of *********** to no avail. They still claim that an autopay was never set, and try to brush off the fact that I had paid the premiums by check and their company held that money for 5 months without doing anything. Now I am being billed for services well past a statute of limitations because they will not accept any fault of their own in this situation.

  Business Response

  Date: 08/05/2024

  Thank you for reaching out with these details. We want to bring resolution as quickly as possible.
  Someone will reach out promptly to provide a resolution and ensure a quick resolution for you.

• Initial Complaint

  Date:07/26/2024

  Type:Service or Repair 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.

  My employer offboarded with this company in January, 2024 and there is a remaining balance of $444.11 that didn't transfer to the new HSA provider in March, which I have been requesting be returned to me for MONTHS, yet it still sits there and I am told the same thing each time I call and wait on hold forever - it's being looked into & allow 3-5 business ************** will get back to me. NO ONE ever gets back to me & each week that I call I get nowhere. I am SO frustrated. Just send me a check for MY money that is sitting in the account. Thank you for any assistance you can offer.

  Business Response

  Date: 08/05/2024

  We understand your concern and want to assure you that we are actively working on resolving this matter.
  Our agent, escalated your case and connected you with our escalation manager during your call, 7/25/24. The escalation manager explained the necessary steps due to IRS guidelines and assured you of a timely resolution. We are committed to following up and providing you with an update.
  We appreciate your patience and are dedicated to ensuring this issue is resolved promptly.

  Customer Answer

  Date: 08/13/2024

   
  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.
  
  Sincerely,
  
  *****/*****************

• Initial Complaint

  Date:07/15/2024

  Type:Customer Service 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.

  MyChoice has some of the most inconstistent customer service I have experienced. I called 3-5 times and messaged them at least 2-3 times trying to get a transit account re-added. I received conflicting information from multiple people and was told I believe at least 2 times that it was going to be added. Good thing I kept calling because no one was adding the transit account correctly, until the last person I talked to on 3/20 finally knew what to do.It was very frustrating because on the phone, the customer service representative was very friendly, but all they could do sometimes was create a ticket request. And the people who deal with the ticket requests would just respond with a message (that is hard to find since it doesn't go to email) and close the ticket without fixing the issue. Now I have hundreds of dollars in unreimbursed parking expenses they refuse to cover due to their mishandling. My account should've been activated on Feb 1st, but they would not allow the date to be adjusted, even though that first person should've been able to add the account correctly.For better service, I would recommend empowering their phone customer service agents to be able to do more so they don't have to submit a ticket request, especially for something as straightforward as enrolling in an account. And the people that handle the ticket requests should follow up with the customers to make sure that their request actually goes through.Even now after my account has been activated, I am getting issues. Claims might get denied with no detail about why the claim was denied, "not considered eligible under your employers plan" gives me no understanding of why it was denied. In another instance, I had a claim that said claim age exceeded, but the form says 90 days from end of month, which was well within the submission date.

  Business Response

  Date: 07/18/2024

  After reviewing your account, we have found that your Transit/parking plan was terminated when you went out on LOA. Once you return to work, if wanting to participate in it, an employee is required to reenroll. Once you reenroll, the plan is effective the first of the next month and cannot be made retroactive. Good news though - we spoke with your employer, and they agreed to update the re-enrollment date to match the day you signed up, which was 03/20/2024. A Businessolver representative left a voicemail this morning on 7/18/24 explaining all this in further detail. 
  
  We continue to take feedback such as this to improve our training and processes to ensure consistent information and better communication. For further assistance, please contact us at ************, Monday Friday between 7:00 AM 7:00 PM (CST).

• Initial Complaint

  Date:10/11/2023

  Type:Customer Service 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.

  In March/ April of ******************************************************************************************************************************************** the same year of 2023. I was provided incorrect information and was told that I could submit claims after through 2023. Relying on this information, I did not apply for FSA through my new employer. All of my claims that I submitted have been denied. **************** providing inaccurate information should be corrected.

  Business Response

  Date: 10/17/2023

  We deeply apologize for the unsatisfactory experience you have had. Ensuring accurate information, particularly pertaining to your FSA account, is of utmost importance to us. We greatly value and appreciate your feedback.

  
  

  Rest assured, we take your concerns seriously and see this as an opportunity to enhance our training. Your input will greatly contribute to improving our customer experience and providing superior service.