Complaints

This profile includes complaints for Chard Snyder, a WEX Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Chard Snyder, a WEX Company

  6867 Cintas Blvd Mason, OH 45040-9152

• 

  Chard Snyder, a WEX Company

  3510 Irwin Simpson Rd Mason, OH 45040-9744

• 

  Chard Snyder, a WEX Company

  P.O. Box 249 Ft Washington, PA 19034

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:08/23/2024

  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.

  When I became an employee of a company (I no longer work for) I joined and paid into the HSA program of Chard Synder. March 2022, my contract was absorbed by a different company. Since this time, I began getting letters in the mail as well as emails. I decided to call Chard Synder 04/2024 to inquire why I was receiving correspondence. I was told I had $550.00 HSA funds. I asked what needed to be done to get the remaining monies and to officially close the account. I have submitted 3 faxes with the form that Chard Synder sent (via email) with paid bills along with the bills from the participating providers for services rendered. I was just told again tonight my claim was denied with no explanation. I feel as though some fraudulent activity is being done within this company. I really want to recoup my $550.00 I have spent in health care bills from my HSA account and close this account with Chard Snyder.

  Business Response

  Date: 09/20/2024

  Chard Snyder
  appreciates the opportunity to respond to this participant’s complaint. Chard
  places the utmost importance on customer service. It is our goal to provide
  high quality customer service while at the same time ensuring plan compliance.
  
  According to
  Chard’s records, this participant was enrolled in a health flexible spending
  account (FSA). The plan in which this participant is enrolled is an
  employer-sponsored plan governed by IRS regulations and plan rules as defined
  in the employer’s plan document and summary plan description. Chard provides
  administrative services on behalf of employers pursuant to service contracts
  with the employer.
  
  The Health
  FSA Account Summaries statements are made available to participants each month
  and can be accessed via the participant’s online portal.
  
  This
  participant has submitted 4 claims. Two claims were denied as the
  substantiation documentation submitted to support the claims was
  illegible.  However, two of the four claims
  were approved and the participant has been reimbursed her full election amount
  of $550.00 for the plan year.
  
  We welcome
  the participant to contact Participant Services with any questions.

  Customer Answer

  Date: 09/24/2024

  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.  Thank you BBB and ***** ******** so much for your help.  This was completely satisfied the end of last week 9/20/2024.
  
  
  
  Regards,
  
  
  
  ******* *******
  

• Initial Complaint

  Date:08/09/2024

  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.

  Paid 1220.92 to Chard Snyder for ***** Coverage.
  
  Paid to be covered by ****** ********** (***) for back dating from June 1st 2024 to July 31st 2024.
  
  Understood there would be a 15 business day waiting period before I could start using the insurance again. That didn't happen. Had to pay full price .. over $800 for my medicine. Contacted *** and they stated they could not find any correspondence from Chard Snyder.
  
  Contacted Chard Synder for an update, rep stated that they will do an emergency correspondence with ***. It would take 24 hours for the correspondence to go through then another 3 business days before I should see the change on ***. That was mid July. I'm filing this complaint on August 9th and as the screenshot shows. *** never got the message for June and July.
  
  Sent an email on the chard website and via one on my personal email to cancel August as my actual insurance with my new employer was activated and voice my displeasure and the desire for a refund. They responded to my email about the cancellation and to this day never responded about my grievances.

  Business Response

  Date: 08/28/2024

  Chard Snyder appreciates the opportunity to respond to this participant’s complaint. It is our goal to provide high quality customer service while at the same time ensuring plan compliance.
  
  Chard is a third party administrator that provides ***** administrative services on behalf of employers pursuant to service contracts with employers. Chard is not an insurance carrier and does not have access to or control of the records or processes of insurance carriers. Chard is obligated under its contracts with employers to communicate with carriers via the contacts and methods prescribed by the employer and carriers. Once we send notification to the authorized carrier contact, it is the carrier's responsibility to update its records. All premiums received by Chard are remitted monthly and are not retained by Chard.
  
  Chard processed the participant’s online ***** election on June 6, 2024 and received the participant’s full initial payment on June 12, 2024. Consistent with *****, upon receiving payment Chard notified the participant’s former employer of their ***** election on June 13, 2024, using the contact information and pursuant to the carrier notification process prescribed by the participant’s former employer.
  
  On July 17, 2024, the Chard Participant Services team received the participant’s call regarding the status of their coverage. In an effort to assist, Chard sent an urgent update request to the authorized carrier contact on July 18, 2024.
  
  Chard contacted the participant’s former employer and received approval to retroactively terminate the participant’s ***** coverage effective May 31, 2024 and refund the June 2024 and July 2024 premium payments. Because all premiums received by Chard are remitted monthly and are not retained by Chard, Chard will issue a refund to the participant once we receive the monthly premium funds from the participant’s former employer.
  
  The participant may contact our Participant Services team with any questions.
  
  

  Customer Answer

  Date: 08/28/2024

  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. 
  
  
  
  Regards,
  
  
  
  ***** ****
  

• Initial Complaint

  Date:08/09/2024

  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.

  1. Multiple transactions from eligible providers flagged for receipts - a dental specialist, specifically. All services and products provided by eligible medical providers such as dental specialists are covered expenses as noted by law.
  2. Charge for $256 on 6/7/2024 denied for eligible coverage using BetterHelp therapy/counseling services. ChardSnyder suspended my FSA card and now claims that I "owe" them $256. First, that's a covered service through an eligible provider AND THEY KNOW THIS. Second, suspending my card was a purely punitive action designed to deny medical care to me by causing an inability to pay. Third, I don't owe them a single penny because ineligible charges are filed with the IRS for taxes since I would owe taxes on that amount. I'm still contemplating legal action over this.
  3. Transaction denied for an attempted purchase of pain relievers with that product being the only item in the transaction at a location well known for selling such OTC FSA covered items (Wal-Mart).
  
  I will be submitting the receipt for the second transaction (and Chard Snyder WILL cover it or I will involve lawyers) however this combined with the first problem indicates a pattern of deliberate rejections of transactions in order to hold onto *MY* money that I am legally entitled to.
  
  Chard Snyder needs to understand that the next time they pull this I will automatically involve lawyers and start legal proceedings against them.

  Business Response

  Date: 08/28/2024

  Chard Snyder appreciates the opportunity to respond to this participant’s complaint. Chard places the utmost importance on customer service. It is our goal to provide high quality customer service while at the same time ensuring plan compliance.
  
  The plan in which this participant is enrolled is an employer-sponsored plan governed by IRS regulations and plan rules as defined in the employer’s plan document and summary plan description. Chard provides administrative services on behalf of employers pursuant to service contracts with the employer.
  
  IRS rules governing flexible spending accounts require that all claims be substantiated, even those paid using a debit card. IRS rules require that the documentation used to substantiate claims include the provider or merchant name, date the service was incurred, type of service, cost of the service, and, when there is insurance, amount insurance has paid. An Explanation of Benefits (EOB) from the insurance carrier usually provides this required information.
  
  As the participant has not submitted documentation that meets the substantiation requirements for the denied claim, Chard is unable to approve the participant’s claim.
  
  Please note that even though debit card transactions may be denied due to lack of or insufficient documentation, the merchant remains paid. In addition, any funds that may remain in a participant’s account after the end of the plan year are forfeited to the plan and are not retained by Chard. 
  
  IRS regulations outline correction procedures that must be followed if a debit card transaction is not properly substantiated. The first step is to deactivate the debit card until documentation is received, the amount is repaid to the account, or the expense is offset with another eligible expense not paid using the debit card. When the debit card is suspended, a participant maintains access to funds in the account. Requests for reimbursement may be made by filing an online claim through the member portal, submitting an expense via the mobile app, or using an Out of Pocket Reimbursement Request Form.
  
  The participant can contact the Chard Participant Services team with questions or further information on claim substantiation.
  
  

  Customer Answer

  Date: 08/29/2024

  Better Business Bureau:
  
  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, reasons for rejection are included
  below.
  The laws of "IRS rules governing flexible spending accounts
  require that all claims be substantiated" is not being followed as
  there are multiple transactions from the same provider which are listed
  as " Receipt Status:
  
  Not Needed" while others list "
  Receipt Status:
  Required" despite being the same amount and same
  services provided. As such, they are arbitrarily deciding which claims
  they will audit and which they will not which is in violation of
  previous mentioned "IRS rules."
  "As the participant has not
  submitted documentation that meets the substantiation requirements for
  the denied claim, Chard is unable to approve the participant’s claim."
  Yet they did so on other transactions from the exact same provider for
  the exact same services for the exact same amount. See attached image
  from the company's website for evidence of this.
  
  If all
  transactions require receipts then they MUST require receipts *for all
  transactions.* Anything else is a lie. Because this is medical related, I
  will pursue this aggressively to the point of including agencies
  designated to provide oversight to prevent this exact kind of
  jiggery-pokery.
  "The participant can contact the Chard Participant
  Services team with questions or further information on claim
  substantiation." I have. Repeatedly. Their representatives are beyond
  unhelpful.
  
  Regards,
  
  ******* *****
  

  Business Response

  Date: 09/17/2024

  Chard Snyder
  appreciates the opportunity to respond to this participant’s complaint. Chard
  places the utmost importance on customer service. It is our goal to provide
  high quality customer service while at the same time ensuring plan compliance.
  
  The plan in
  which this participant is enrolled is an employer-sponsored plan governed by
  IRS regulations and plan rules as defined in the employer’s plan document and
  summary plan description. Chard provides administrative services on behalf of
  employers pursuant to service contracts with the employer.
  
  Some debit
  card transactions auto-substantiate through automatic approval processes that
  do not require additional documentation. IRS rules permit claims to be
  auto-substantiated at the point of sale based on health-care merchant category
  codes, IIAS, and copay matching. The use of inventory information approval
  system (IIAS) is permitted for auto-substantiating claims at merchants that do
  not have a healthcare MCC. The type of MCC is determined by the merchant and is
  outside the control of Chard.
  
  IRS rules
  governing flexible spending accounts require that all debit card transactions
  that cannot be auto approved through copay match or IIAS be substantiated, regardless
  of the amount of the claim.
  
  This
  participant has submitted 40 claims: 13 by debit card and 27 online. Of the 13
  debit card claims, 10 were auto approved through copay match or IIAS approval
  that did not require additional substantiation documentation under IRS rules. 3
  debit card claims required substantiation documentation: the participant
  submitted proper documentation for 2 claims.
  
  Chard
  conducted a thorough review of the participant's account and addressed concerns
  brought up by the participant in our previous responses. We welcome the
  participant to contact Participant Services with any questions. We consider
  this matter closed.

  Customer Answer

  Date: 09/18/2024

  Better Business Bureau:
  
  
  
  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, reasons for rejection are included below.
  
  1. "We consider the matter closed" is not appropriate even in kindergarten.
  2. Your numbers for submitted claims are wildly wrong.
  3. You consistently reject itemized receipts that have the exact information you've requested.
  4. I have attempted to contact your company directly in the past with no results or useful information HENCE INVOLVING THE BBB.

  I have attempted multiple times to speak with you regarding this issue and this is the most engagement I've gotten only to get a "we consider the matter closed." But yet you want me to contact you... ostensibly so you could tell me directly that you consider the matter closed. Again.

  
  Regards,
  
  
  
  ******* *****
  
  

  Customer Answer

  Date: 09/20/2024

  I have submitted receipts for all claims which noted a required
  receipt. To date, that would be 3 claims/debit transactions. As of this
  moment, there are 2 listed as "Denied".

  
  The receipts you require are attached to those claims however I have submitted them here as requested.
  

  The
  first one, dated 6/7/2024 (attachment #4 for that claim) is a PDF of the receipt, with
  highlighted areas listing what exactly what was needed for and claimed was not listed for that claim. If opened in a
  PDF viewer, you will see that there are annotations describing exactly
  what the denial claimed was needed. Further, the transaction on 7/5/2024
  is from the exact same provider for the exact same amount for the exact
  same thing **using the exact same receipt** which was subsequently
  approved (this is the second claim the listed as receipts required). There is absolutely ZERO reason this claim/transaction should
  be denied. This single transaction is the cause of this entire chain of
  conversation and subsequent lack of progress with phone representatives.
  This is the entirety of the frustrations here.
  
  The third (outstanding) claim is for a transaction listed for 8/14/2024. The first
  denial listed absolutely no criteria that I could make sense of other
  than "New" which was the ONLY word in the denial reason I have access to
  and as far as I could tell maybe meant that the upload was corrupted. I
  reuploaded the same receipt and have been *finally* given a reason that
  it was a previous balance - I have attempted to contact the provider to
  get clarification as I believe they handed me the wrong receipt (there
  was no answer today when I called and I will attempt again tomorrow,
  barring that on Monday). When I have the listing for those services, I will reupload both receipts as the first will show the charges and the second will show the payment. It should be noted that the "previous balance" is a result of what insurance did not cover as I pay all outstanding debts at the time of my appointment.
  
  
  
  
  

  Business Response

  Date: 10/09/2024

  Chard Snyder appreciates the
  opportunity to respond to this participant’s complaint. Chard places the utmost
  importance on customer service. It is our goal to provide high quality customer
  service while at the same time ensuring plan compliance.
  
  As stated in our previous response,
  3 debit card claims were initially denied as they required substantiation documentation
  in order to meet IRS requirements. The participant submitted proper documentation
  to substantiate 2 of the claims. 
  
  IRS rules require that the
  documentation used to substantiate claims include the provider or merchant
  name, date the service was incurred, type of service, cost of the service, and,
  when there is insurance, amount insurance has paid. An Explanation of Benefits
  (“EOB”) from the insurance carrier usually provides this required information.
  One of the participant’s claims remains denied as the documentation submitted
  for the claim does not provide the dates of service on which the expense was
  incurred.
  
  IRS
  regulations outline correction procedures that must be followed if a debit card
  transaction is not properly substantiated. The first step is to deactivate the
  debit card until documentation is received, the amount is repaid to the
  account, or the expense is offset with another eligible expense not paid using
  the debit card. When the debit card is suspended, a participant maintains
  access to funds in the account. Requests for reimbursement may be made by
  filing an online claim through the member portal, submitting an expense via the
  mobile app, or using an Out of Pocket Reimbursement Request Form.

  As the participant has a debit card
  transaction that has not been substantiated in accordance with IRS regulations,
  his debit card has been suspended. If the participant provides the required
  substantiation documentation, repays the account or offsets the claim with
  another eligible expense, the debit card will be reactivated.

  Even
  though debit card transactions may be denied due to lack of or insufficient
  documentation, the merchant remains paid. 
  
  As
  previously provided, any funds that may remain in a participant’s account after
  the end of the plan year are forfeited to the plan and are not retained by
  Chard.
  
  Chard conducted a thorough review
  of the participant's account and addressed concerns brought up by the
  participant in our previous responses. We welcome the participant to contact
  Participant Services with any questions. We consider this matter closed.

  Customer Answer

  Date: 10/12/2024

  Better Business Bureau:
  
  
  
  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, reasons for rejection are included below.

  AS STATED IN *MY* PREVIOUS RESPONSES, you are not fulfilling your legal requirements and actively refusing to properly approve claims. Hiding behind "technically correct" rhetoric does not absolve you of the difficulties and problems you have caused.
  
  You can repeat yourself all you want but at the end of the day, you refused to approve one claim that was identical to another claim except for the date. The receipt for both claims were identical (except for the dates), on the same document and sufficient for one claim but not the other. You only approved the second claim when documentation was requested by and provided to the BBB (information which you clearly already had access to) and even then only because now there's a third party involved. Repeating your statements and refusing to acknowledge that you messed up shows me plain and clear that you refuse to be responsible in your duties.Your stance in your reply tells me plain and clear that you will continue to be problematic so long as there is not a powerful third party to keep you straight.
  

  That said, any future problems will result in my immediate inclusion of legal counsel and oversight organizations which will force you to conduct business correctly.
  

  This was not at all the outcome you wanted.
  
  
  Regards,
  
  
  
  ******* *****
  
  

• Initial Complaint

  Date:08/05/2024

  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 work at ***** ****** and this Health Care uses Chard-Synder as a 3rd party payer for flex spending.
  I submitted a claim for expenses that occurred in 2023 as per representee on the phone. This was done March 2024. She stated at the time I would get my refund for 335.00. Since that time, I have called 5 times to find out why I had not received my refund. Each time the customer service person (H*****) stated it was denied and she would have a supervisor call me. I have never received a phone call back the person on phone cannot help me. They are no other number to call other than the one I have called with no results. I am very frustrated and do not have any other option to try and get my money back.

  Business Response

  Date: 08/14/2024

  Chard Snyder
  (Chard) appreciates the opportunity to respond to this participant’s complaint.
  Chard places the utmost importance on customer service. It is our goal to
  provide high quality customer service while at the same time ensuring plan
  compliance. We do our best to try to simplify and streamline the process to
  make it easier. Unfortunately, this participant’s experience was not a smooth
  one and for that, we apologize.
  
  Based on the
  substantiation provided, the participant's claim has been approved. No further
  action is required from her for this claim.
  
  On August
  12, 2024, a member of the Chard Participant Services team called the
  participant to advise her of this information. As the participant did not
  answer, the team member left a voicemail.

• Initial Complaint

  Date:07/22/2024

  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.

  To whom it may concern,
  
  I am extremely frustrated with Chard Snyder because of their lack of professionalism and
  communication. In June of 2024, I learned my healthcare benefits were discontinued. I had
  been making automatic ACH payments since my retirement in January of 2021, through their
  portal. I am retired from the ******* ****** Department in *******, *******. I have contacted
  Chard Snyder repeatedly and have received no response from an appropriate person that could
  look into this matter further. I have made several attempts to resolve this issue. Writing two
  emails the first June 20, 2024 and second July 5, 2024. Both appeals were denied. The re****s
  were vague. I would like an independent third party to view my appeal made by the company..
  The same person at Chard Snyder Haley, no last name or department in the email, has denied
  my claims.
  I have called Chard Snyder four to six times this month alone. I am unable to fully give an
  explanation because of the lack of effort on their part. Also they were vague denials. I verbally
  asked a Manager, C******, what the policy states for appeals to be overturned. Again no
  information as to the protocol or policy for Chard Snyder. Recently on July 15, 2024 I spoke to
  a Manager Michelle W. who was unable to assist me with my appeal as the first Manager was
  not also. She assured me that she would speak to Lisa, a Manager in Administration. As of
  today's date I have not received a phone call. I have attached a copy of my third appeal attempt.
  Thank you

  Business Response

  Date: 08/28/2024

  Chard Snyder appreciates the opportunity to respond to this participant’s complaint. It is our goal to provide high quality customer service while at the same time ensuring plan compliance.

  Chard is a third-party administrator that provides retiree benefit administrative services on behalf of employers pursuant to service contracts with employers. Chard is not an insurance carrier and does not have access to or control of the records or processes of insurance carriers.  

  By enrolling into the recurring ACH option, the participant authorized Chard to make monthly retiree benefit premium payments by ACH withdrawal from the participant’s bank account. When enrolling in recurring ACH payments, the participant chose to begin the recurring payments on March 1, 2023 and selected an end date of December 31,2023.

  The participant enrolled in paperless notices on February 2, 2023. The January Payment Reminder Notice was emailed on December 18, 2023 and a February Payment Reminder Notice was emailed on January 16, 2024.

  Chard did not receive the participant’s January 2024 premium within the grace period allowed and the Retiree benefit services were terminated effective December 31, 2024 and cannot be reinstated. Chard mailed a Termination Notice to the participant on March 9, 2024 with a termination date of December 31, 2024. 

  Chard contacted the participant’s former employer to see if a one-time exception to reinstate the participant’s coverage would be granted. The participant’s former employer did not approve the exception request.

  The participant may contact our Participant Services team with any questions.

  
  

  Business Response

  Date: 10/08/2024

  This
  submission is to clarify Chard's initial response to this participant's
  complaint. The applicable Retiree plan does not permit one-time exceptions for
  late payment beyond the grace period and Chard administers the Retiree plan in
  accordance with the plan rules. Therefore, while the former employer was made
  aware of the participant's complaint and appeal, a one-time exception was not
  requested of the participant’s former employer pursuant to the Retiree plan's
  established zero tolerance policy for late payment. 
  
  Chard conducted a thorough review of the
  participant's Retiree account and addressed concerns brought up by the
  participant in our previous responses. 
  We consider this matter closed.

  Customer Answer

  Date: 10/11/2024

  Better Business Bureau:
  
  
  
  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, re****s for rejection are included below. There needs to be an agreement between the City of ******* and Chard Snyder. Otherwise, what is the point of having an appeal process? The appeal is to overturn a decision based on the complaintaints re****.
  
  
  Regards,
  
  
  
  ***** ****
  

• Initial Complaint

  Date:05/31/2024

  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.

  On 4/9/24 I submitted a Dependent Care claim for 2,326.40. The request was denied on 4/12/24 due to receipt blurriness, per Chard Snyder. During the week of 5/14/24, I added my checking account for direct deposit (which was approved by Chard Snyder). On 5/22/24, I submitted a new claim for 3,055.56. On 5/24/24, I called Chard Snyder to confirm 1. that there were no issues with the receipt I uploaded and also that my claim would be reimbursed via direct deposit. The associate I spoke with stated she reviewed AND approved my claim while on the phone. She also confirmed that my reimbursement would be issued via direct deposit on 5/27/24 but the day is Holiday so I would see my funds on 5/28/24. As of 5/30/24, I still did not see my funds, so I called Chard Snyder back. On 5/30/24 I spoke with A***** (female) who, at first, told me my claim was still being reviewed. My portal showed the claim as "Paid". After A***** further reviewed my account, she stated she did see that the claim was paid but it was issued as a Check. She stated she would request the check to be voided and a direct deposit to be issued the same day. As of 5/31/24 I still do not see my funds, so I called again, this time speaking with G***. G*** stated the check was mailed today, 5/31/24 (which is different than what the prior 2 associates stated). On 5/31/24 I asked to speak to a supervisor to 1. determine where my funds are 2. determine why my original claim (submitted 4/9/24) was denied 3. determine why my direct deposit request wasn't fulfilled (as they issued a check without my direction) and 4. issue the direct deposit immediately as they are sitting on $3,055.56 of my money.

• Initial Complaint

  Date:05/23/2024

  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.

  Chard Snyder purchased our HSA provider so we are forced to do business with them. For over a month (when Chard Snyder purchased our old HSA provider) they have taken employee paycheck contributions (as well as employer contributions) for employee HSA accounts. However all accounts still have a $0 balance. When you contact the company they say they have received the payments but have "no estimate as to when they will process them". They are illegally holding and denying access to our money. Some people have thousands of dollars being withheld from them. Go look at their google reviews. We are not the only ones with this problem.

  Business Response

  Date: 06/07/2024

  Chard Snyder (Chard) appreciates the
  opportunity to respond to this participant’s complaint. Chard places the utmost
  importance on customer service. It is our goal to provide high quality customer
  service while at the same time ensuring plan compliance. 

  Chard is a third-party
  administrator that provides reimbursement account administrative services on
  behalf of employers pursuant to service contracts with the employer. A health
  savings account (HSA) is an individually owned trust account governed by IRS
  regulations.
  
  On April 24, 2024, Chard initiated a blackout
  period as part of a transfer of custodial accounts from a prior administrator
  and custodian. Communications were sent via email to participants to inform them
  of the transfer and the blackout period. The blackout period ended on May 1,
  2024.

  Chard did not receive the HSA contribution from
  the employer’s payroll vendor until May 31, 2024. As of June 4, 2024 funds were
  reflected as available in the account holder’s account.
  

  The account holder can
  contact the Chard Participant Services team with any questions.

• Initial Complaint

  Date:04/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Chard Snyder company bought out ** **********, who held the HSA accounts through my employer. Chard Snyder has sent ambiguous messaging for the past months about this. They specifically said that HSA funds would not be affected by a blackout period. As of this morning, I cannot access my HSA funds; I spoke with a representative with ** **********, who confirmed that my account was closed - it was supposed to be open until 5/1/24.
  
  Additionally, Chard Snyder has the audacity to charge a $25 transfer fee on our HSA accounts - we did not choose this transfer, a fee is preposterous and a blatant money-grab.
  
  I have medical expenses to pay between now and 5/1 - medical expenses that my HSA is for. My employer has also been blindsided by this account closure.
  
  I never submitted authorization for a transfer - if I am charged a fee, that needs to be refunded.

• Initial Complaint

  Date:04/21/2024

  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.

  Despite having ample information as suggested by the *** On their website. My claim for therapy costs for treatment of a disabled veteran who had documented PTSD and treatment for it, anxiety and depression in the form of a letter, payments made, and the confirmation diagnosis from the ******** **************. ALl of this documentation is acceptable to the ***. But, chard snyder still denied to the tune of $1800 and it is too late to provide any further information. My therapist doesn't use insurance and doesn't provide super bills. She will now for us becuase of this loss. However, her contact infromation, signature, and treatment plan and diagnosis outlined in the letter were all they needed. They still denied the claim. They provide misinformation all the time. They deny appropriate claims all the time. They are arbitrary in approval. They are a mess.

  Business Response

  Date: 06/04/2024

  
  BBB Complaint #********
  Complainant Name ***** *****
  
  
  Chard Snyder appreciates the opportunity to respond to this participant’s complaint. Chard places the
  utmost importance on customer service. It is our goal to provide high quality customer service while at
  the same time ensuring plan compliance. We understand that the various regulatory requirements can be
  confusing and are often frustrating to participants and their family members. We do our best to try to
  simplify and streamline the process to make it easier.
  The plan in which this participant is enrolled is an employer-sponsored plan governed by IRS regulations
  and plan rules as defined in the employer’s plan documentation. Chard provides administrative services
  on behalf of employers pursuant to service contracts with the employer.
  
  IRS rules governing the account require that all claims be substantiated. The IRS requires that the
  documentation include the provider or merchant name, the date the service was incurred, the type of
  service, the cost of the service, and, when there is insurance, the amount insurance has paid. An
  Explanation of Benefits (EOB) from the insurance carrier would provide this required information. A
  receipt alone generally does not meet IRS requirements. Medical expenses are incurred when the
  employee (or the employee’s spouse or dependent) is provided with the medical care that gives rise to the
  expense, and not when the employee is formally billed, charged for, or pays for the medical care.
  
  According to the employer’s plan design, the final date to incur expenses (final service date) was
  December 31, 2021. The final date to submit eligible expenses (final filing date) was April 18, 2023. As
  the final filing date for this plan has passed, Chard is no longer able to accept requests for the 2021 plan
  year.
  In accordance with IRS rules, any funds that may remain in a participant’s account after the end of the
  plan year are forfeited to the employer-sponsored plan and are not retained by Chard.

• Initial Complaint

  Date:04/16/2024

  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.

  I have $1550.92 direct deposited from my state pension check to Chard-Snyder for family health coverage, and have been paying them directly since October 2020. The company cancelled my wife and daughters health coverage in March retroactive to January 1, 2024 claiming the premium hasn't been applied from the pension check. Numerous phone calls reinstated the health insurance but the company is again getting ready to send a termination of coverage letter saying they haven't been paid. My wife and daughters account number is *******, mine is *******. Mine also has the incorrect amount taken out for the premium and shows a balance due, as does theirs. Numerous additional calls from myself and the administrator for ******* County where I'm retired from have not rectified the situation, and if it's not fixed soon, their insurance will be terminated again. The administrator for ******* County said it looked like the account may have been changed from direct deposit to pay by check, however I never changed anything, and the $1550.92 is coming out of the pension check, so where has the money gone. It is impossible to contact the administrator for ******* County at Chard-Snyder, Haley (or Devon) to get an explanation. The people answering the phones when I call in say someone is working on it and it's being escalated. Even the administrator for Human Resources at ******* County can't contact Haley by phone, only email. This issue started on March 25th and it's now April 16th and it's still not fixed. Per the administrator at Human Resources for ******* County, several others have had a similar issue with Chard-Snyder recently.

  Business Response

  Date: 05/20/2024

  BBB Complaint # ******** 
  *** ******* 
   
   
  Chard Snyder appreciates the opportunity to respond to this participant’s complaint. It is our goal to 
  provide high quality customer service while at the same time ensuring plan compliance.  
   
  Chard is a third party administrator that provides Retiree administrative services on behalf of employers 
  pursuant to service contracts with employers. Chard is not an insurance carrier and does not have 
  access to or control of the records or processes of insurance carriers.  
   
  Chard did not receive the participant’s March 2024 premium within the grace period allowed and the 
  spouse’s COBRA was terminated effective February 29, 2024.  Chard mailed the participant on April 13, 
  2024 a Notice of Termination of Billing Coverage indicating a termination date of February 29, 2024.   
   
  Chard received the participants payment from a third-party. As the participants Retiree account was in a 
  terminated status at the time, the check could not immediately be applied but was reviewed by our 
  processing center to determine if the payment could be accepted. It was determined that the 
  participants payment could be accepted and it was applied to the account on May 1, 2024. This payment 
  satisfied the participant’s April 2024 premium in full.   
   
  The participant’s plans have been reinstated with a paid through date of April 30, 2024.  
   
  The participant may contact our Participant Services team with any questions. 

  Customer Answer

  Date: 05/21/2024

  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. However the facts are not exactly correct. We realized the insurance had been cancelled on March 25, 2024 when my wife tried to pick up a prescription and she was told she had no insurance. When I called them I was advised by Chard Snyder the insurance was retroactively terminated back to January 31st and the letter I received advising the insurance had been terminated was received by me on March 25, 2024. It was dated March 15, 2024. Another letter dated April 13, 2024 saying the insurance was again going to be terminated was received, but I was told not to worry about it because the issue was in the process of being fixed. The premium is paid by a state pension check deduction, there should be no reason for the insurance to have been terminated. Every retired employee from my county who contracts with Chard Snyder for insurance, who has their premium deducted from their pension check, is sent to Chard Snyder in one lump sum every month. By direct deposit to them per the state retirement system. Why they couldn't seem to find my money is unacceptable. I have been paying by direct deposit since October 2020. The issue is fixed for now, after many phone calls between March 25 and May 2, 2024. The insurance has been reinstated, and the resolution is satisfactory.
  
  
  
  Regards,
  
  
  
  *** *******