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:05/27/2025

  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 am filling a complaint a gainst the P&A Group for with holding access to my benefits card
  I am a state employee, using the ********
  In 2024 the card was blocked for a request of BOC or claim Documentation
  the Documentation was sent and received, months and the card is still blocked.
  I have called they keep saying its under review.
  the my election amount $1000
  the amount contributed $416.0
  my caryover amount$452.33
  My total amount $869.02
  My ** **** Member ID ******  My account status reads Active, But card is still blocked!!
  I will lose anything over $500.00 by the end of the year!

  Business Response

  Date: 05/27/2025

  Dear BBB, Thank you for the opportunity to reply to this email.  We are very sorry for the frustration the participant is experiencing.  This has been approved, and the card is active. Sincerely, P&A Group 

• Initial Complaint

  Date:05/23/2025

  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.

  They shut our fsa hsa card off with out a warning. We provided numerous faxes and documentation. The management there needs an enema. The hang the phone up on me. The refuse to cooperate. Because if there actions I can not get my expensive medication filled and have been with out it for two weeks. We have tried to explain provide documentation. We are akways targeted. Over a dentist appt. It’s sick and abusive how they treat us. It’s disrespectful and all in the means if a promise to save the employer money and then they get a kickback while they jerk your earned mi ey around. His business isn’t a business it’s the mafia or a cartel. They are not reasonable people. It’s not reasonable to have account holders jumping through hoops for months and for zero help with a resolution. I am going to have no other recourse than contacting my atty and making everyone and anyone aware just how slimy and illegal unethical illegitimate business practices the company runs. It’s deplorable and I know why those employees are not happy with their job. It’s a collection agency for the mafia. I want them to stop ripping woman, children and hardworking men off for their jollies. I want them to no longer be in business. It’s harassment and abuse what they try to do and say they are helping you. They are giving you a migraine and making you work extra hours at your employers office doing **** that’s counterproductive.. They hold people’s daycare money and they make people’s lives a living ****. They say we owe them $883.80 but I’ve spoken to other level headed people from that company that say we don’t. How am I to ***** our money I was never given. I offered a check for $198.10 but I refuse to pay it when I’ve spent that and then some on my own healthcare and they refuse to reimburse me. They think I owe them the full amount of a dentist claim where I’ve provided numerous fax that clearly show we dont.. I want the blood and life they took from me. I want compensation with the manager.

  Business Response

  Date: 05/23/2025

  Dear BBB, Thank you for allowing us to review this complaint.  To resolve the documentation request, we have requested an updated EOB from the participant's carrier to compare to the charge. P&A
  Group’s role as the employer’s
  Third-Party Administrator is to administer the Plan following the
  guidelines established by the Plan so
  that it remains in compliance.  The IRS requires that claims be substantiated by
  an independent third party.  If the information that the Claims Administrator
  receives electronically about an expense is not sufficient, then participants
  are required to provide the missing information.   Thank you. 

• Initial Complaint

  Date:04/19/2025

  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 started a P and A Group account for the first time in 2024 to cover Dependent Care costs. I was very disappointed to find that the web site had misleading information on it. As you can see in *************** it looks as though my submitted claims exceed my amount contributed. I thought everything was fine and that payment would come at a later date until I discovered the dashboard on the web site includes denied claims as well.
  
  To my surprise after the claim period was over, a denied claim was why I had money leftover. At the guidance of customer support I submitted a late claim in the hopes of an appeal, only to find there is no instruction on the web site to file the appeal. It has become increasingly clear P and A Group has engaged in misleading practices that led me to believe a) my claims would eventually be paid out (see the December 30th reimbursement that does not indicate any further instruction on remaining funds along with *************** for the misleading dashboard) and b) there does not appear to be any recourse to fix incorrect claims.
  
  Also, as you will see in MissingDenialLetter.png, I never received an email indicating the original missing claim (confirmation **********) was ever denied.
  
  I would like P and A group to issue the remaining $700 on my account for misleading claims since I have clearly submitted enough valid statements for the Dependent Care fund.
  
  Thank you for your time and I appreciate your attention to this matter,
  ******

  Business Response

  Date: 04/28/2025

  Thank you very much for the opportunity to respond to this complaint.  Thank you for your patience, during this time we researched the claim and discussed it with our client.  It has been concluded that the client has reviewed the information provided by P&A and have concluded that the denial should be upheld. As correctly stated by P&A, under the plan guidelines, all claims need to be submitted by 03/31/2025 for the 2024 plan year.

  Sincerely,

  P&A Group

  Customer Answer

  Date: 04/28/2025

  Better Business Bureau:
  
  I appreciate your support and attention in this matter.
  
  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, details of the offer I reviewed appear below.
  
  I understand what P and A has stated in regard to the deadline but they have not addressed how misleading their dashboard is leading me to believe my claims were maxed out when they were not. Screenshots are attached once again and P & A has still not addressed the misleading nature of including denied claims in a dashboard that indicates the claims are complete.
  
  Regards,
  
  ****** ***
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/07/2025

  Thank you for allowing us the opportunity to respond to this claim.  The denial will stand. The situation was reviewed with the client, who is also the Planholder, and they agree the
  claim should be denied. The participant had many options to verify and confirm
  their account information including calling into our Participant Support Center or doing live chat with a representative or reviewing internally with their benefits department.

  Sincerely,

  P&A Group

• Initial Complaint

  Date:03/12/2025

  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.

  On January 5th, 2025, my husband received dental treatment for an extraction, bone graft, and implant. I used our FSA card for this transaction, as it was medically necessary treatment, and therefore covered by our FSA. Because not all of the treatment was covered by dental benefits, we used our FSA. P&A group requested additional information, and I provided the itemized receipt as well as treatment plan to P&A group on February 19th, 2025. P&A group also asked for information from our dental coverage, and I provided this to them as well on February 26th, 2025. On March 6th, 2025, P&A group stated that part of the transaction was ineligible, and that we would be required to refund them 998.48. I called P&A Group and spoke to a customer service representative for 40 minutes, but she was unable to explain to me why P&A Group would deny coverage for medically necessary treatment, as our plan states this is always covered. In addition, she referred me to customer service email. I have been in communication with P&A Group customer service email since March 6th, 2025. I asked specifically for P&A's documentation regarding requiring insurance paperwork, and what is required from P&A in detail in order to approve claims. I also asked where this information is available for P&A group customers. The customer service rep has not answered this question, nor has she been able to explain to me why P&A Group would deny a claim for medically necessary treatment. My next step will be to reach out to my employer to let them know that P&A Group is defrauding their customers.

  Business Response

  Date: 03/25/2025

  Dear BBB,

  Thank you for allowing us the opportunity to respond to this complaint.  We truly appreciate it.  The requested items were sent to the participant prior to receiving this complaint. We are working with the participant and reviewing the required documents as they are being provided to us.  A determination will be made once the EOB is received.  Thank you.

  Customer Answer

  Date: 03/26/2025

  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.  P&A Group has done the right thing and approved the transaction as of 3/25/25.
  
  Regards,
  
  ****** ****** 

• Initial Complaint

  Date:02/04/2025

  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.

  I had to resign from my previous work due to my husband's illness, and I am a sole caregiver. I got COBRA with P & A Group, and I have active COBRA account with this group as of 10/12/24. I have contacted them numerous times in order to get my coverage at ****** ***, and they told me each time that they have sent my information to ****** **** However, ****** *** side does not show my active membership, all the while P & A group has been charging me over $800 a month for now 4 months. I even got a phone number of ****** *** COBRA department phone number and asked P & A to cal them, but P & A told me that they cannot call. I refuse to pay out of pocket for medical appointments and deal with ****** *** and P & A Group, not knowing if I will even get them reimbursed. I am not able to fill my important prescription medications.

  Business Response

  Date: 02/12/2025

  Dear BBB,Thank you for the opportunity to research this concern and for your patience.  We were able to loop in other contacts at the carrier and with the help of the employer, we can confirm the coverage is in place.  If this is not satisfactory, please let us know what further we can do.  Thank you, P&A Group

  Customer Answer

  Date: 02/13/2025

  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:01/21/2025

  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.

  Good Morning.
  
  I claimed the request form on 01/06/25 and I checked in my account in website on 01/13/25. I saw my documents. The next day, 01/14/25, my documents are disappeared in my account in their website. I started asking and they said that 1 or 2 business days, they will make the decision to it. 01/17/25, I have never got anything about what is going on? I called them back and they said they could not find and I requested them to check deep dive. They told me that my request is denied (not eligible) but never told me why? If I resubmit again with the word changes in invoice (I can request the word to the service providers), it may be eligible or it may not be eligible again. There was no solid answer for it even though, before I signed up, they were saying that the word afterschool is the key to get the money back. Anyway, I upload the same documents again in their website and I expected to have the same result but I would like to complaint because I have already spent so much time with customer service for my own money back.
  
  This is the employer pre-tax dependent care program that I put $3000 for my son afterschool program. After I put $3000 for pre-tax amount in 2024, I have two invoices of afterschool programs (stated differently in the invoices because people write differently) and P&A group is not willing to pay me back $3000 that I am trying to save money in income taxes only. If I know that very difficult to get my $3000 back, I would not put in that program. They said that whatever I provided the receipts, (it can be called invoices, statements) and it said in-eligible. This is truly afterschool program. I feel like this is based on the P&A group evaluator's decision that if he/she feels eligible, it will be eligible. If he/she is feels not eligible, it will be in-eligible. My P&A group Member ID: ******. Attached is my invoice of Monday-Friday Afterschool program and another one is Tuesday only afterschool program of extra learning.

  Business Response

  Date: 01/23/2025

  Thank you for allowing us to research this complaint.  The desired settlement has been resolved.  The claim was reviewed and paid out.  Thank you.

  Customer Answer

  Date: 01/24/2025

  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, "BBB". They gave me $3000 back and Thanks to BBB. With BBB, they do care about my claim. When I contacted myself, they didn't care about me and never get responded. Thanks a lot "BBB". 
  
  Regards,
  
  **** **

• Initial Complaint

  Date:09/09/2024

  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.

  P & A Group has numerous complaints of not accepting claims related to FSA or HSA accounts, even though all required information has been provided. Most recently, they are refusing to provided original copies of denied claims with all original attachments provided. Right now, they are holding $1000 of my money hostage when they have approved smaller claims using the same receipts from the same child care facility (A government facility) in previous claims. They seem to be holding this money hostage in an attempt to keep it as the account is closed, but the original claim was submitted before the closing date. If you review the Google reviews, you will find a very similar complaint that was posted just hours before mine. Lots of complaints about the exact same issues. It almost appears as though they are scamming hard-working people out of their own money by declining claims. This has to be looked into.

  Business Response

  Date: 09/10/2024

  Thank you very much for allowing P&A Group to look into this issue.  The claim was properly denied because it does not contain start and end dates of service on the receipt.  Please see below from our website on how to file a claim.  Once the claim is resubmitted with the dates of service, we will process it accordingly.  Thank you.Checklist: What You Need to Include with Your Dependent Care FSA Claim Dependent Care claims must include the following documentation:Completed claim form with employee signature Invoice/receipt from service provider* (see below)If an invoice/receipt from your provider is unavailable or does not include all the info below, ask your provider to sign your claim form in the provider signature box. The claim form must include service start and end dates. The provider-signed claim form will be accepted in lieu of an invoice/receipt. To access your claim form, log into your P&A Group account and select Claim Form under Quick Links.*Your itemized invoice/receipt from your service provider must include:Service start/end dates Provider name Service description Amount

• Initial Complaint

  Date:08/02/2024

  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 submitted claims for acne peels and acne laser treatment for reimbursement using my flexible spending account. After the initial denial, I submitted the required letter of medical necessity from my doctor. The claims are still denied indicating a cosmetic procedure and a non-covered expense. These are treatments for acne - the medical necessity letter indicates that.
  
  Last year, I sent a medical necessity letter and the treatments were still denied. I made numerous phone calls and never received reimbursement (even though I was told verbally that the laser treatments would be covered). I spoke to a supervisor and she confirmed that the claims processor does not have medical training and is not a medical professional.
  
  This year, I was given an option to pursue an appeal but I've already submitted the letter of medical necessity. If a doctor indicates the treatment is not cosmetic, how can this be denied as cosmetic? How can a processing firm employee (without medical training or a medical license) overrule a statement from a medical doctor?
  
  I have received acne peels and acne laser treatments from this provider for approximately five years and I've never had a problem with these being covered (when my employer used a different flexible spending processing firm). How can one flexible spending processing firm reimburse the claimant and the other claim it's not covered?
  
  I am requesting full reimbursement using my flexible spending account for these medical expenses.

  Business Response

  Date: 08/16/2024

  Dear BBB,

  Thank you for the opportunity to respond to this complaint. We
  are very sorry for the participant's frustration. The claim, receipt, and LOMN
  have been carefully reviewed, and the services provided are not covered under
  213(d) eligible expenses. They are deemed cosmetic in nature. The LOMN does not
  contain a referring physician, physician license number, or signature. 

  Thank you,
  P&A Group Reimbursement Account Services

   

• Initial Complaint

  Date:07/17/2024

  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 opened an FSA account through P&A (sadly). I have had nothing but issues since I have opened this account, though primarily they make it incredibly difficult to solve any issues you may have. I used my FSA card to pay medical bills, though was told only 1 of my bills was declined. I attempted to fight this with further documentation but was unsuccessful. Thus, was told my options are: submit offsetting claims, have my medical office issue a refund or I could personally send a money order/check. I was recommended by P&A staff to use the "easiest and quickest" option and have a refund issued (of note, there is no way to deposit directly into the account to "pay back" the declined claim). The problem is, the customer service rep I spoke with originally did not mention that you are required to call P&A WHILE on the phone with billing staff to have your account unlocked PRIOR to a refund being issued. This was not mentioned once. My medical office issued the refund, though as my P&A account was "temporarily inactive", the refund ($1091.04) is lost. So now I'm attempting to get my account unlocked, though P&A have no evidence that a refund was placed, while my medical office has "refund complete" on their end, and are unable to provide an additional refund. This accidental omission of information has lead to hours of frustrating calls and messages in attempt to get my funds unlocked. I now am unable to use my account at all and due to it being an FSA, can not halt contributions or pull my money from this account. I do NOT recommend P&A as they are wholly unable to solve issues they create.

  Business Response

  Date: 07/22/2024

  Thank you for the opportunity to review this concern and for your patience.  We apologize for any frustration that the participant experienced.  After research, we can confirm that the refund posted on 7/21/2024; our records show the transactions have been
  approved 7/22/2024. The account and card are no longer suspended, and the funds
  has been added to the available balance. We believe this is resolved.  

• Initial Complaint

  Date:07/11/2024

  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.

  I started working for the Town of **** in North Carolina on 6/17/24. The town offers "Lifestyle" reimbursements through P&A Group each fiscal year for health and wellness related charges or expenses such as exercise equipment, gym memberships, etc. For our town, the new FY starts on 7/01/24. However the reimbursement funds for 2023 to 2024 are supposed to be available to me as of day one on my date of hire since I started in the previous FY. So I make purchases that fall under the Lifestyle reimbursement for the previous FY, I get verification from P&A Group reps and my HR Dept that the funds for the 23 / 24 FY should be available in my account. But they aren't. I am running out of time to submit my receipts for these claims and at this point I am certain this is purposeful because I have called P&A Group 4 times with promises from their customer service reps that they are reaching out to some claims plan administrator for my town. However when I verify this with my employer they don't know who P&A Group is talking about and neither do I. I am tired of getting the run-around from P&A Group. I made valid Lifestyle account purchases with the promise of reimbursement and still no funds have been made available to my account for the previous FY for which I was employed during. I feel like P & A Group is trying to run the clock down so that they can claim I am out of time and can no longer submit my receipts.

  Business Response

  Date: 07/12/2024

  Thank you for allowing us the opportunity to respond and we're sorry for the inconvenience you experienced while we worked with our client to review this account.  The plan is now available to submit claims for review.  Thank you,

  Business Response

  Date: 07/22/2024

  Thank you for your patience while this was being reviewed and for the opportunity to follow up on the participant's concerns.  The claim was approved and is currently pending payment. Lifestyle account claims are released based off of a custom reimbursement schedule
  that the employer sends us at the time of the enrollment. The next “advise to pay”
  file is scheduled for 7/26/2024. On this date the file will be provided to the
  employer and the funds will be applied to their paycheck shortly after.  Thank you.

  Customer Answer

  Date: 07/31/2024

  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 in the event my funds actually reach my paycheck. I am willing to wait and see but if my money isnt there and these games continue when I receive my next paycheck you can expect more responses. You had the eligibility requirements prior for my purchases, you had my hire dates, and your rep even said that usually during the first round these claims are denied. Why put people through this hoping they wont pursue their due reimbursements?
  
  
  
  **** ******