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:01/19/2023

  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.

  My choice has been deducting bi-weekly payments from my paycheck to cover a flexible spending account that apparently I can never use and I have no access to my funds. The card that they sent me remains blocked cannot be used at any location even flexible spending account approved items their phone number on the back of the card does not work it does not ring just picks up and hangs up the support by **** has agents telling us that they have no administrative access to the account so they cannot help us and they keep providing the phone number that does not help or that does not work. So I am asking where is my money going and now that I'm not able to cancel that card because it's part of my work insurance I am stuck getting this money deducted from my paycheck that I cannot use

  Business Response

  Date: 07/24/2023

  Thank you for your concerns, *****. We've reviewed our records and resolved the issue with ***'s support. If you have more questions, feel free to reach out. We're here to assist you.

• Initial Complaint

  Date:10/17/2022

  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.

  This company services my HSA through work. The card hardly ever works for medical expenses, not even at my pharmacy. At the advice of their customer service I paid out of pocket as it would only take 2 to 3 days to verify and I can do an instant transfer... followed their directions trying to resolved, confirmed with the bank that holds my funds and they know it is an issue on business solvers side. Account verifies then doesn't. I been trying to reach someone to help resolve but it is the same canned response to rinse and repeat the same process. Now they want me to remove the bank account, wait 24 hours, add it back, wait 72 hours dor deposits, once received wait another 24 hours before verifying... I just want access to the money I was told I would be able to access in 2 to 3 days. Now they will not even help me, telling me the issue is on my end and I am the problem. They do not have nor will escalate any issues, the can't transfer to department to support, and managers or supervisers will not take any calls. This whole thing has been a nightmare. I urge any company thinking about using this as a solution to stay away as all it will do is cause your employees tremendous pain and suffering, especially if they take their advice. After attempting this process multiple times I suspect all the money I have been contributing will never be accessed. They should not be in business with out a structure, escalation plan, and actual customer service. Business Solver solves nothing... save the money companies and go direct to the bank who actually holds the hsa funds. You can see in the video my account verifies then immediately unverifies... after a week trying to resolve I am sick of hearing this is my fault, this is my issue.

  Business Response

  Date: 06/27/2023

  Hi *****, We believe that your experience has been resolved. We know that benefits can be complex and requires input from multiple parties. In this case, we are operating under the requirements of multiple agreements. If there are additional questions on this process, please contact us at ************ so we can further explain the reasoning behind these requirements.

• Initial Complaint

  Date:09/12/2022

  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 had a phone call with ****** on Friday, September 10, 2022. I have a charge that is classified as a medical visit when it was actually a purchase of CPAP supplies.I had this issue twice before with other purchases made from a different store. In the past, I called in, explained that it was not a medical visit but was a purchase of masks, sent in my receipt and it was fine.On this call, ****** told me that the purchase could not be reclassified and that I had to send an EOB. While I was explaining to ****** that I had this issue before and that it was resolved in my favor, she spoke over me, repeating that it could not be done.I then requested to speak to a supervisor. ****** told me no supervisor would speak with me. She put me on hold, returned to the call, and said that the supervisor agreed with her and would not speak with me. I asked for more information and ****** said that the supervisor Perfect refused to come to the phone over team chat.I want this matter resolved as soon as possible. I also want to know what the policy is regarding supervisors speaking to customers.

  Business Response

  Date: 06/09/2023

  ******* - we apologize for your experience during this call, when reaching out to the service center. After the team reviewed the call they did reach out via voicemail and email to explain better and to help you understand the process.

   

  When you swipe your MyChoice Accounts card, the way that it is coded in our system, is going to be based on how it is set up at the *** (point of sale). This is set up with the provider and their *** vendor and we unfortunately do not have access to change this. Although the coding may not accurately reflect your purchase, it can still be verified.

   

  Before our processing team will request documentation from you, they first attempt to auto substantiate your transaction. If they are able to do this, you are not required to submit documentation. If they are unable to auto substantiate the transaction, they will request an itemized receipt or EOB.

   

  At the time of your call with ******, the required documentation had not been attached to the transaction, which was needed to clear the suspension on your account.

   

  We do know that your receipt was uploaded 09/09 and the processing team cleared the transaction to ensure your issue was resolved timely on 9/13.

   

  I hope that you have a better experience when reaching out to our service center again in. Please reach out at ************ if you have any further questions.

• Initial Complaint

  Date:07/19/2022

  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.

  Another complaint about Businessolver who took over reimbursement for retiree HRA accounts from Lumen. Nearly each time we submit a claim it's kicked back for some "made up" reason. The very first time we submitted we were told we did not have enough funds in the account to cover. We had over $13K in the account at the time. We called and we get "oh, yes, we see you have plenty in your account". We then get kicked back to the disbursement group. It seems to be a ploy to not pay us for as long as possible. Next issue is that we received a letter, months after BS took over the **** to advise we needed to put in our bank info again for direct deposit. We called and gave the info but the employee did not put it in correctly. We were sent checks. Had to make several calls to correct this situation. This time, we are told that ******* is not a dependent! We have been married 41 years. We call in to be told "oh, yes, we see ******* is on this account as dependent". Bayfront Claim submitted 7/8, on 7/13 it says "Processed but Cancelled due to processing issue" then "reprocessed". 7/18 spoke to BS chat, then phone call with ***** who was "supposedly" emailing with her boss ******? I was told I would receive a phone call from supervisor *************** about this issue by 5 pm, 7/18. I have yet to receive ANY communication from BS. We were told it was "referred" back to the processing department on 7/15. No reimbursement yet! It's unacceptable that any company is allowed to do business in this manner. We are retired seniors who should not have to fight to receive our earned retirement benefit.

  Business Response

  Date: 08/09/2022

  Hi *****,

  We are sorry to hear about your negative experience with Businessolver. We are looking into this right now, and a member of our team will be reaching out directly to help resolve the issue.

  Thank you for your time, we hope to make this right.

  Customer Answer

  Date: 08/10/2022

   
  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,
  
  ***************************