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:04/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were told the insurance that we would receive would be effective immediately. Once paid, we were told that it would be two weeks until the insurance would take effect. Two weeks that we need the insurance we were promised. I want a refund immediately for services we are not receiving. Every time we have called, we have gotten the run around by the company. Every. Time.

  Business Response

  Date: 04/16/2024

  We cannot investigate this complaint further without more information:

  Is *** ******* receiving COBRA or benefit services?

  Who is her former employer or spouse's former employer?
  

  Who is the insurance carrier?

• Initial Complaint

  Date:04/07/2024

  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.

  Chard Snyder refuses to help people with chronic health conditions and makes it incredibly difficult financially for them, which I believe is purposeful and targeted discrimination. Despite being in appeals with both their internal customer service and my HR, they have ignored both and suspended my FSA account without due process.
  
  Two different charges from a sleep study and sleep medical provider, totalling several hundred dollars (I now can't see how much, as they deleted my account conveniently, but both charges were at least $300) were denied immediately despite having several itemized receipts, EOB's, and everything else that was requested. They did not make it clear if there was a different EOB for durable medical equipment, nor did they explain anything beyond one claim not yet being processed by my insurance (they didn't tell me which one).
  
  The two claims were eventually denied and they demanded repayment. Comfused, I called the sleep study office and DME provider and requested itemized receipts, which were then emailed to Chard Snyder's customer support. I was then ghosted for two months by their customer support team after being told they would appeal it with the new information. Confused, I attempted to add EOB's, but even the EOB's charges are confusing and almost seemed like they might not be correct, but it was all I had for the date range Chard Snyder was demanding repeatedly. No further help or information was ever provided to me by Chard Snyder, my account was simply closed and cancelled despite me ASKING for help.
  
  This is my last ditch effort to get some help before I go to the ******* State Attorney General and advise my HR that Chard Snyder is discriminatory against those who work full time and have chronic medical conditions that require specialty care and struggle with the clearly precise details that they expect. This is no way to do business, and Chard Snyder should be shut down for attempting to make money off chronically ill people.

• Initial Complaint

  Date:02/01/2024

  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.

  Chard Synder was handling my insurance payments while I was disabled at ******** ****** and took out $248.16 a month which they also took a extra payment they were suppose to reimburse me. They wouldn't credit my account at the time but said they have to wait a month to issue a check which was 2 years ago. Somehow we have never received the check that they supposedly issued and it's been 2 years since they claimed they did. I don't know why they just didn't credit our account at the time. They sent me an email saying check hasn't been cashed and since we have chanded banks from **** ** ******* to *** bank of which I will not give my info over the phone or mail. I asked them to send a check out their response was we don't have any checks for that account. Please step in and resolve this matter for us they have our address and there is no reason the couldn't issue another check. I seriously don't think they ever sent us a check and we almost forgot about this. Her name is Gina W****** ###-###-####

  Business Response

  Date: 02/05/2024

  Chard Snyder conducted an investigation of the complaint for *** ****.

  Our discovery was check # ***** for $248.16 mailed on 7/15/22 had not been cashed by the recipient.

  *** **** spoke with a member of our payment processing team who offered an ACH transaction but he requested a check instead.

  The check #***** was voided from the original bank and funds were transferred to a new account from which to issue cash reimbursements in the form of check.  This was completed on 2/5/24.  *** **** will be refunded his payment via paper check. Please allow 30 days for payment processing.

  Business Response

  Date: 02/06/2024

  The check runs are weekly and a check should be issued the week of February 12, 2024. No check number or print date is available at the time of this response.

  An ACH was offered to make refund more expedient, but that option is not available once a check is ordered.

• Initial Complaint

  Date:08/28/2023

  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.

  Chard Snyder (CS) is the ***** plan administrator for our vision care insurance with ***. We have paid CS monthly premiums for *** for the last 6 months, and when my husband visited our eye doctor recently we were told that *** did not recognize us as a client. We have now called CS four separate times to resolve the matter. Each time were told they were fixing it, a manager would call us, etc. etc. Still *** has had no contact from CS and we have no vision insurance after paying 6 months of premiums to CS.

  Business Response

  Date: 08/28/2023

  We apologize for your frustration, *****.  We are investigating your account, and our team will reach out to you with more information soon. 

  Business Response

  Date: 08/29/2023

  Our customer service team manager Michelle ****** has already called ***** and provided an update.  We are awaiting further confirmation from *** that the coverage will be reinstated back to 1/28/23. We will confirm with ***** once we have a final update from ***.

  Customer Answer

  Date: 08/30/2023

  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.

  i would like a full refund of premiums paid.  We do not wish to continue doing business with this company and will seek another provider.
  
  
  Regards,
  
  
  
  ***** *******
  
  

  Business Response

  Date: 09/06/2023

  We have gained approval from both the employer and *** to
  retroactively terminate the *** coverage and issue a refund.
  
  We are working to expedite the refund.
  
  Customer Service has contacted ***** to update her on the status.
  
  We informed ***** we would call her back one we have confirmation the refund is sent.

• Initial Complaint

  Date:06/13/2023

  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 set up monthly auto payments with Chard Snyder as my ***** medical insurance administrator. They've been auto debiting my account every single month on the 5th of the month. In April & May, Chard Snyder neglected to auto debit my checking account. This failure by Chard Snyder to debit my account was completely unbeknownst to me, who had set up auto debits for the remainder of my ***** contract through March 31 of 2024. There was no communication from Chard Snyder that they neglected to process my auto debits. The only way I found out was that I received an Explanation of Benefits from a medical provider stating that my medical insurance policy was not active. I believed this to be a mistake and called Chard Snyder today. Only then did I learn that my ***** health insurance (which I rely on) had been retroactively terminated as of June 1 for non-payment! I haven't even received a letter of termination from Chard Snyder! I told Chard Snyder's rep that there was no way I haven't paid because I'm set up for auto-debit. Chard Snyder's rep told me that I could file an appeal but that it would take 60 days. I cannot be WITHOUT medical insurance (very expensive insurance) for 60 days due to Chard Snyder's own wrongful termination of my ***** benefits when they neglected to auto-debit my account. My ***** benefits need to be reinstated immediately! I have medical appointments coming up that I've waited over 6 months for. To cancel these appointments and wait another 6 months could put my health in jeopardy and going WITHOUT medical insurance for 60 days is ridiculously risky. In fact, I noticed another BBB complaint dated 2/6/23 in which Chard Snyder neglected to auto debit and then canceled the account of another customer. I'm beginning to wonder if this is done purposefully in bad faith. I need an IMMEDIATE resolution! Reinstate my ***** insurance effective immediately so I'm not forced to open a case with the Superintendent of Insurance at the State Office.

  Business Response

  Date: 06/16/2023

  We apologize for your frustration, ******.  We have investigated your account and a manager will contact you to help resolve your issue. Thank you.

• Initial Complaint

  Date:03/24/2023

  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.

  In the app and website, the details state the last service date for account in grace period is 3/15/2023. It states the last date to file is 3/31/2023.
  
  I had unknown copays due from my daughter’s counseling appointments, all of which were before the last service date. I paid those using my FSA account before 3/31/2023.
  
  The 16 payments totaling over $500 came out of my new account period and didn’t touch the $481 in the account in grace period. This was on 3/20/2023.
  
  I called to have it corrected and was told it has to be a clam and can’t use the FSA card.
  
  The information provided from Chard Snyder doesn’t specify any difference. It just provides the dates.
  
  So, I’m out $481 from a poorly ran business that should be helping and supporting its consumers. I’ve had many issues with them in the past and the services are horrible. I’m tired of every time have to call them knowing it’s going to be a horrible experience and a complete waste of my time. I’m about to tell by employer to just stop putting my money in that nonfunctional business.

  Business Response

  Date: 04/10/2023

  We apologize for your frustration, *******. We are investigating your account. A team member will call you soon to get more information and work to help you resolve this issue. Thank you. 

  Customer Answer

  Date: 04/10/2023

  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 response was only advising they are looking into the complaint. The option to accept seems as a means of stating that I am satisfied with the situation when nothing has been resolved yet.  

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

  Business Response

  Date: 04/10/2023

  Our Participant Services Manager Kirill L**** called and spoke with ******* today to explain next steps for his claims. ******* is sending Kirill documentation to verify the service dates so that appropriate claims can be applied to the previous year's funds. Once this happens we can provide another update. Thank you.

  Customer Answer

  Date: 04/11/2023

  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.
  
  I did receive a call and emailed the receipt/bill for the services in question yesterday. As of now, I have not heard back and no change to the situation. I do accept the correction to the account funds, but not until it’s actually corrected. 

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

  Business Response

  Date: 04/12/2023

  We received the documents from ******* and moved the submitted claims to the appropriate years. The account balance for 2023 has been corrected. ******* responded to an email from our team member Kirill L**** with this information on April 11 and stated this was his only issue and thanked us for the correction. If there is an additional issue, ******* can contact Kirill directly for further assistance.  Thank you. 

  Customer Answer

  Date: 04/13/2023

  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:02/24/2023

  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.

  Beginning 9/1/2022, Chard Snyder, administrator for ***** ****** medical insurance has erroneously billed and applied payments inaccurately. This led to them choosing to terminate my policy without any notice. I found out when I attempted to order and pick up needed medicines from pharmacies. I was billed $0 in both Sept and Oct 2022. I reached out to question this in Nov 2022, as a large balance appeared with no explanation. All bills were paid using online platform, where all billing and payment occurred until Nov 2022. Paper bills began after that. My multiple messages/questions were ignored until I received a message in late Dec 2022 stating that the issue had been resolved. Rick C***, the rep handling my account, was made aware of the issues, and never explained anything. He simply said I owe thousands of dollars, even though I paid every month as billed. I spent most of Feb 2023 with no coverage available, couldn’t get needed meds or see my drs. I reached out daily to Rick C*** and often to ******, who said Chard Snyder had terminated and not reinstated the policy. I have asked for adjusted accurate billing to account for the time that no coverage was provided, and I have been told that nothing will be done. My policy was just reinstated today, 2/24/23.
  Bills paid as billed for 11/22-1/23 were applied to the months that were billed at $0. All bills were paid as requested from Chard, and then they terminated coverage without notice, taking weeks to reinstate it. When I paid the Feb 2023 bill online ( even though there was no active policy at the time) it appeared to process it, but I eventually found that it was rejected after I was accused of not actually having paid it by Rick C***. Why are health care providers able to bill for services not provided? Bill and apply payments inaccurately? Ignore customer contacts?
  After reading other complaints, this seems like a plan rather than a mistake by CS!

  Business Response

  Date: 03/01/2023

  We apologize for your frustration, *******. We have investigated your account and one of our team managers will call you today to discuss our findings and resolution with you.

  Customer Answer

  Date: 03/03/2023

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

  Has the company addressed the issues of this dispute?  No
       * If not, why? A customer service rep called yesterday and was quite clear that there was nothing at all that would be done, and if the requested upcoming payment was not made that the policy would be terminated. She stated that she understood that were weeks that my policy could not be used but that the full payment for that period must be paid. I also had to pay for the months that I was billed $0 for. She said that they could not post date payments, yet that’s exactly what they did after they decided to change my billing retroactively in Nov. I asked to escalate the issue and was told that there was no one else to speak to and I was eventually hung up on intentionally. This was all by phone. I’ve received no response to the many emails and online platform messages sent, only in Dec that the issues had been resolved. 
  I again asked yesterday why my policy was terminated without notice of any kind. She boldly denied that and said a Notice of Expiration had been mailed in Jan and she was sorry if it had been lost. I did receive a Notice of Expiration then which had absolutely nothing to do with these issues. It was notifying me that the end of my ***** qualifying period is in June 2023. She knew that and chose to try to mislead. 
       * If an offer of resolution was made, has the company fulfilled the proposed offer? 
  
  

  Business Response

  Date: 03/08/2023

  Our ***** department manager spoke with *** ***** on 3/7 and we agreed on an approach to resolve this issue. We will follow up with *** ***** in writing via email soon with final details. Thank you.

• Initial Complaint

  Date:02/06/2023

  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 set up monthly auto payments through my bank as soon as my ***** coverage by this company began in August of 2022. All of my monthly auto payments went through up through October 2022. Sometime in November, the autopayments stopped being accepted by Chard Snyder. There was no error or change on my end or through my bank, as I have confirmed this with them. I was not informed that this happened or that I owed back pay in any form by Chard Snyder, despite them having all of my contact info (address, phone, email). I was subsequently dropped by Chard Snyder which I was also never was informed about. I only discovered it on my own this January, 2023, when my doctor asked about us not having any coverage. I have been trying to get reinstated since January 23, calling their customer service center, and making requests to be allowed to back pay and get my insurance back. Each time they told me it would be corrected within 48 hours. They have notes on all my exchanges in their customer service files. Each time I asked to speak with a manager and was told there wasn't anyone available and there was no person I could contact higher up. In the meantime, we have had to cancel and/or cannot pay for important medical appointments that were on our calendar for months, and are very necessary for our health, including endoscopy procedures, and heart medications that my spouse must have but we can't afford out of pocket. I am getting nowhere with this company and it's creating a medical situation that is unsafe. Please help.

  Business Response

  Date: 02/09/2023

  We are sorry for your frustration, ********.  We are actively investigating your account now and working to reinstate your coverage. A manager will call you soon to confirm and answer any questions you may have.  Thank you. 

  Customer Answer

  Date: 02/15/2023

  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:01/27/2023

  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.

  Chard Snyder is the company that manages Flexible Spending Accounts for my employer. Valid claims for dental services with appropriate documentation submitted are almost always automatically rejected and require phonecalls, intervention from employer representative, and email to resolve. Most recently, a claim submitted on 1/20/2023 and 1/25/2023 are examples of this. My account number with Chard Snyder is *********, and for the past two years there have been multiple examples as well. There is always some excuse about human error, untrained employees, careful review to comply with IRS reviews, etc--but nearly never additional documentation or explanation that's not part of the initial submission is necessary.

  Business Response

  Date: 02/02/2023

  We reviewed ******* account and a manager reached out to him today to discuss the issues he is having with submitting claims. He now has a direct contact to reach out to for any future questions.

  Customer Answer

  Date: 02/03/2023

  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. 
  
  The business manager shared contact information to notify her regarding future transactions so that she can ensure everything goes smoothly and without wasting unnecessary time and effort, as the past few transactions have.

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

• Initial Complaint

  Date:01/14/2023

  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 transferred money to my checking account but it never showed up last week.

  Customer Answer

  Date: 01/17/2023

  Yes I've contacted them every day last week and this week and they just say there's nothing they can do about my missing money. I closed my account last week.

  Business Response

  Date: 01/17/2023

  We are investigating *** ******** account.  We will reach out to him and also post an update here as soon as we are able to determine what has happened and steps being taken to resolve the issue.  Thank you!