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:03/15/2023

  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.

  BenefitSolver handles my 2022 FSA for my employer which elected the 2.5 month grace ****** for my account. I submitted multiple claims for costs incurred within 2022 and also the 2.5 month grace ****** that ends today 15 March 2023. Most of those claims have been denied. I contacted BenefitSolver today to inquire and was advised that most of these claims were denied because the costs were incured between 1 January 2023 and Today. They advised that the 2.5 month grace ****** is exclusively for submitting documentation for costs incured within calendar year 2022.In response, I cited and quoted IRS Publication 969:"The plan can provide for a grace ****** of up to 2 1/2 months after the end of the plan year. If there is a grace******, any qualified medical expenses incurred in that ****** can be paid from any amounts left in the account at the end of the previous year. Your employer isn't permitted to refund any part of the **************." (Publication 969 Cat. No. 24216S ************** Accounts and Other Tax-Favored Health Plans-2022)BenefitSolver responded that they are "sorry I feel this way," meaning they will not follow IRS guidelines in managing FSA's. I cannot even begin to articulate the level of conflict of interest this presents, but I'll try: BenefitSolver tightens the conditions for FSA payouts to the detriment of employees; employers keep the excess but are limited to use those funds for FSA administration, i.e. BenefitSolver contracts, easing the burden on employers who are more open to a padded contract bill by BenefitSolver under the guise of new administrative techniques. There is only one loser under the scneario unless BenefitSolver is held to account.

  Business Response

  Date: 06/08/2023

  We shared with ***** that the rules from "The plan can provide for a grace ****** of up to 2 1/2 months after the end of the plan year. If there is a grace ******, any qualified medical expenses incurred in that ****** can be paid from any amounts left in the account at the end of the previous year. Your employer isn't permitted to refund any part of the **************." (Publication 969 Cat. No. 24216S ************** Accounts and Other Tax-Favored Health Plans-2022)"  The 2.5 month extension exists so that individuals had more time to submit claims from the 2022 plan year (Jan 1, 2022 - Dec 31, 2022). The claims that ***** was trying to request reimbursement for were dated after Jan 1, 2023 which are not eligible for reimbursement under the extension guidelines. He would have to use his 2023 funds for these claims, and that is why his claims were denied. We executed the rules as defined by the *** guidelines.

• Initial Complaint

  Date:01/30/2023

  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.

  I used my My Choice Debit card to pay for dr ***** that occurred in 2022, they were paid for in 2023. These are using 2023 FSA dollars instead of 2022 dollars. The agent I chatted with that they cannot update transactions to use 2022 dollars. The agent said I was supposed to know to use a manual claim form, instead of the debit card. I sent the agent the message on the website that does NOT indicate that I needed to submit them manually. (WEBSITE MESSAGE: Warning 2022 Remaining Balance!You have a remaining balance of $1,744.57 for your 2022 plan year. You have until February 28, 2023 to submit any reimbursements or provider payment requests incurred by December 31, 2022.You may be eligible to carryover $550.00 to your new plan year on or around March 11, 2023. Any remaining balance not claimed by February 28, 2023 may be forfeited.) I asked the agent to send me the information where it indicates I needed to submit manually, they could not. The opened a case, and said they are asking my employer for documentation. I NEED ****** to use 2022 FSA dollars and not 2023 dollars.

  Business Response

  Date: 02/10/2023

  We apologize for your negative experience and would like the chance to make it right. Please contact us at ************** so we may look into this for you. Our hours of operation are Monday-Friday 7am-7pm CST, thank you.

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 18951203
  
  I am rejecting this response because:  Th issue is not resolved yet.  Progress has been made, but the funds have not been transferred yet. 

  1.  I did call the number in this complaint last Friday.  The number is answered as the ***** center, which is not what this issue is about.  I explained my issue to the agent, who was very nice.  She said that she would be able to help and I would receive a message in the message center of ******* Solver within 3-5 days with my case number and next steps. 

  2.  Today - 5 business days since I called, I did get a message in the ******* Solver message center, saying "We cannot move the funds without documentation showing that the expenses were for 2022.  If you do not want to submit documentation, you could have the provider refund the expense to the card.  When using the card, it can only be used for expense incurred in the current plan year. If you should need further assistance, please reach out to the Medtronic *******s Center at ************, Monday Friday between 7:00 AM 7:00 PM ***************** Time)."

  3.  Notice that message doesn't indicate how I should submit documentation

  4.  I called the number and talked to a Medtronic benefits agent, who said I need email *************************** with the subject Medtronic ***************************, and include the Claim ID, $, and date of service for each item. 

  5.  I am putting together that email now, however please note that the documentation that the $ and date of service IS ALREADY ON EACH CLAIM.  I don't know why I have to waste my time resubmitting the same documentation over and over. 

  I do not want to close this inquiry until the 6 claims are paid for by FSA 2022 dollars. 

  For reference, here is the claims and amounts:

  My *******Solver Case: 257790723

  $442.05 -> ADJ0018202664 -> Date of Service:  12/9/2022
  $70.12 -> ADJ0018100236 -> Date of Service:  12/9/2022
  $158.23 -> ADJ0018145497 -> Dates of Service:  11/14/22, 10/5/22, 11/9/22, 12/13/22
  $41.62 -> ADJ0018202663 -> Date of Service:  9/22/22
  $34.39 ->  ADJ0018202662 -> Date of Service:  12/6/22
  $105.61 -> ADJ0018492615 -> Date of Service:  11/17/22
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/08/2023

  We appreciate ******** sharing this feedback. Over the course of the first few months of the year, we were able to bring resolution to ensure that ******** was aware of how this specific plan worked. After the first of the year the card switches to the 2023 plan year rather than 2022, even though there is a grace ****** for claims submitted. So rather than using the card to pay for those claims from 2022, we needed to manually address those, of which has been completely closed out and remedied on 4/6.

• 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.