ComplaintsforPrimePay

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We notified PrimePay that we were canceling service in January of this year. We also told them that we knew there would be fees for them to process W2s for 2022 and we were prepared to pay them. They have repeatedly sent us invoices for each month in 2023 that has ridiculous charges that we keep disputing. They have refunded us only once and they keep sending us an invoice. We created a ticket in March to resolve this and it wasn't resolved. We were just invoiced again in April and I notified them via email to stop invoicing us and to issue refunds from February through April. In the attachments, we need a full refund for February and March 2023. For the January 2023 invoice, we need a refund for the $75 minimum charge for each business.

  Business response

  05/10/2023

  Good morning,

  We are in receipt of the notice of complaint ID ********. 
  
  Immediately upon receipt of the notification, we reached out to ******* to address his concerns with invoicing. A review of his account was completed to ensure that it was properly closed out moving forward, and credits were issued for the charges that occurred in error. ******* has been provided with the contact information for the manager of the service team should he have any further issues to address. This matter is considered resolved. 

  Thank you!

  Customer response

  05/24/2023

  Hi, yes. We received refunds. Thanks for helping with this matter. 

• Initial Complaint

  02/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a very small business, ********************* Evidently too small for Primepay to do what they have charged me for. I have received failure to file notices from ******* Department of Revenue for filings they were suppposed to do. I paid for payroll and shipping for 4th quarter of 2022 however never received it. They will not respond to my emails & now apparently have blocked my phone number. I get a recording *************) that states something to the effect that they are not accepting calls from this area. I have asked repeatedly as to when I will receive my payroll from last year. On 2/1/2023 I also asked what I need to do to terminate service with them, 2022 being the final year they will do services and filings for me. These questions have gone unanswered and unresponded.  I am going to stop payment for the invoice they will try to draft from my account 2/10/2023.

  Business response

  02/15/2023

  Prior to the receipt of this notice, our team was already engaged and actively working with **************** to address his concerns. All tax returns requested were provided to ****************. The account has been terminated per his request and all outstanding issues are resolved. **************** has the proper phone number to contact us on moving forward, as the number stated was not our accurate number which lead to the issue of not being able to reach us.

  Customer response

  02/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  My concerns were not addressed prior to the BBB complaint, I contacted ***************** listed as a new account contact, he was very responsive and escalated to ****************************

  *************************** was exceptional in sharp contrast to others.

  It is a shame that I had to go to this length to get someone who would help.

  Regards,

  *********************

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Primepay runs the FSA benefit from my employer. I have been using a particular provider for longer than I have had this benefit though they consistently demand extra receipt verification which requires the provider to have to provide the required verification because the payment receipt is not accepted. This has become a hinderance and frustration to myself and the provider. Primepay consistently states they will put this provider on a permanent approval list though I get another receipt request. Both my wife and I use this FSA and provider every other week resulting in a weekly receipt request. Primepay states this is their policy despite stating they will make it a permanent approval. I called 2x last week and got the same permanent approval while receiving another request this morning. When I called, 1st try: call center hung up the phone without speaking, 2nd try: ******* became combative and argumentative, 3rd try ***** put me on hold for an extended period of time only to return to say her Supervisor would call in 24-48 hours.

  Business response

  03/08/2023

  March 8, 2023

  Dear *** *******:

  PrimePay services employers with payroll and related services.  Client service is of critical importance at PrimePay, and we appreciate the opportunity to respond to this complaint. 
  PrimePay administers a Flexible Spending Account (FSA) plan for ***** *******’s employer, and *** ******* has participated in the plan since at least 2020. FSA’s are pre-tax reimbursement accounts governed by the Internal Revenue Code.  IRS tax code requires all pre-tax reimbursement account claims be substantiated to ensure only legitimate claims are paid. If the substantiation requirement is not met, the IRS could disqualify the plan and treat all reimbursements as taxable.  As the third-party administrator, PrimePay must require proper documentation to substantiate any claim for reimbursement.  If proper documentation is not submitted, then PrimePay must deny the claim.

  Due to HIPAA restrictions, PrimePay cannot comment in our response to BBB Complaint ******** about *** *******’s specific claims and why ongoing substantiation has been required.  We will, however, have our Participant Success Team Lead reach out to *** ******* and determine if a recurring claim can be accommodated, and if this is not possible due to IRS regulations, explain this to him.

  Thank you for bringing this customer dissatisfaction to our attention and allowing us to reply to this complaint, as our focus is on continuous improvement in all areas.  Please let me know if you have additional questions.
  

  Kind Regards,
  
  Brooke L*****
  Vice President, Benefit Services
  

  Customer response

  03/09/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  Complaint: ********
  
  I am rejecting this response because:
  This is an ongoing issue. I have been advised this would be a recurring approval due to the nature of its consistency repeatedly over the years. I have been advised repeatedly someone would call though no one does as recently as on or about the date of this initial complaint and per their current response. They continue to use "broken record" claiming IRS requirements as a reason to not be trained or understand the mechanics of this process, though after a few complaints they suddenly figure out how to stop the receipt requests for a period of time. They are well aware that this service is an approved service and provider as they continue to approve it though needlessly require a new detailed receipt placing undue burden on the client and provider. I would like to be provided a copy of all policies and regulations, both internally and per IRS, that state that a receipt is required for every use and also the policies and regulations permitting an auto-acceptance as has been offered verbally via customer service and noted as potential here in their response. The company does not operate as they state they will and have become a nuisance. I am also requesting an explanation in writing as to why this has not been set as a permanent approval, as advised would occur, and why no one has contacted me as I was advised they would within 24-48 hours after my last call to customer service. 

  
  

  There is no reason to require a receipt for the same service by the same provider consistently. Kicking the can and avoiding appropriate communications shows an extreme lack of professionalism in the administration of a service that is supposed to provide benefits. Also, HIPAA is being used inappropriately. HIPAA is not professional secret keeping, It is designed to facilitate sharing of information appropriately. PrimePay is exposing their ignorance and exploiting the ignorance of those involved in this complaint in efforts to avoid responding appropriately. 
  
  Regards,
  
  ***** *******
  

• Initial Complaint

  01/13/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Primepay filed the third quarter UC2 tax return with the state of Connecticut for my company, ***************** stating that the balance owed was 3752.82, they paid 2630.33. The amount deducted from my checking for this tax was 3752.82. In November ,2022 I received a penalty notice from St of CT and became aware of this error. I immediately notified primepay and send a copy of this delinquency notice. I have contacted them numerous time since and have received no response.

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On December 30, 2022, Primepay ran payroll for me, and due to a bank error, the payroll tax check went NSF. Not Primepay's problem. I fixed the problem at the bank, and contacted my payroll specialist at Primepay to run the tax check again. That person could not seem to understand what was needed, and kept answering with non sequiturs such as "do you want to run payroll now?" So I asked her for a supervisor. She said a supervisor would call me. But they did not. SO the next day i called and spoke to another person in customer support, and he said that he would forward me wire instructions to send the tax amount in to Primepay. I have no problem with that. But more days past and nothing, so I was going to try to pay the tax to the government directly, when I received an email with wiring instructions> I wired the money as instructed, and thought the matter was concluded.On 1-9-23, I cancelled Primepay service and went with another payroll company. That person (I and withholding the name to avoid embarrassment) said that everything was canceled as of the last payroll on December 30th. But on 1-12 I received an email from Primepay saying they ran payroll. I immediately called and spoke with a person (name withheld) that acknowledged the mistake, and said she would correct it as it had not yet been run, and if run, she would reverse it. Today I checked my account and found that not only did run it , they reversed the previously wired tax payment by mistake, and left the paycheck deposited, compounding the problem. To add insult to injury, I now had to pay a new wire fee to my bank for their mistake. So now I have paychecks from both payroll companies, and the 12-30-22 tax payment has not been paid to IRS. At this point, I am afraid to even call them to fix the problem, wondering what new and unusual error they will make in that attempt and make matters even worse. I feel like I am dealing with 10 year old's playing on the computer.

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am trying to be reimbursed for medical things that are supposed to be reimbursed and I get a new reason why they are denying it every couple days. They are welcome to verify it with the Dr if they need more information; I have offered to sign whatever waiver I can... but seeing it was a mistake on their end that I have to back date 3 months of Dr paperwork  I simply do not have the time to gather what they need. Their mistake, they should spend the time and verify what they need. These are valid medical payments I made that are supposed to be reimbursed and can be verified. I have 4 denied claims right now and sent them all of the EOB that I have being it was later than the apt ** I still have not received my card that I was supposed to get mailed over 3 months ago, etc.

  Business response

  12/13/2022

  December 13, 2022

  Dear *** *******:

  PrimePay services employers with payroll and related services. Client service is of critical importance at PrimePay and we  appreciate the opportunity to respond to this complaint. 
  PrimePay administered a Health Reimbursement Account (HRA) plan for ***** ********’s employer, and *** ********  participated in the plan during 2022 and 2023. As the third-party administrator, PrimePay must require proper  documentation to substantiate any claim for reimbursement. If proper documentation is not submitted, then PrimePay must  deny the claim. 
  *** ******** was enrolled into Health Reimbursement Account plan during plan year effective date of 8/1/22-7/31/23. 
  In the Enrollment Confirmation notice sent to *** ******** on 11/22/22, there were clear instructions provided on what documentation is needed when a claim is submitted for reimbursement from her employer’s HRA plan. 
  As it stands today 7 claims are still needing Explanation of Benefits (EOBs) from the insurance carrier to be submitted to  PrimePay for substantiation purposes, and *** ******** may upload these to our portal. These details have been provided  to *** ******** via email and through the task notification located directly on the portal. 
  Thank you for allowing us to reply to this complaint. Please let me know if you have additional questions. Kind Regards, 
  Joshua L** 
  Client Success Manager, Benefit Services
  
  

  Customer response

  12/14/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I have sent all the info I have. If there is no EOB that they like then they need to contact the Dr office for it. It is all verifiable medical expenses. It is not my fault that I just received my cards yet I have been paying since August. Now if they want to refund me the $65 a week I have been paying since August for their mistake of just getting me a sign in online and just getting my cards then I am ok with that also otherwise my expenses need to be reimbursed. This company has been terrible to deal with. Even our broker said they do not like dealing with them. I don't care whose fault the mess up was but I want to be reimbursed for the service I am paying for weekly since August!! Telling me to send an EOB is not an acceptable response. 
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

  Customer response

  12/15/2022

  Please note that this is what I am getting from PrimePay. They are completely missing the point! Yes I was enrolled and starting paying out of my weekly paycheck, $65 per week for my medical plan in August of 2022. Unfortunately, whether it was Prime pay or the broker they dealt with, I never got a welcome email to register until November 2022 (therefore I do not know how I was enrolled from August to November but I had no access to the service I was paying for) and I just got my card in December 2022. I paid out of my pocket bc I did not have my insurance information at the time of the appointment even though I was having it deducted weekly. In September, I contacted my broker and let them know I still did not have my medical cards. Again in October and November and when I finally contacted the BBB I got my Prime Pay card. I have now spent hours, days trying to be reimbursed for LEGITIMATE medical expenses. I can not send an EOB bc I never had my ****** card to give to the dr at the time of the apt for them to bill through. Therefore I have my statement, which PP says is not acceptable, and the emails from the Drs confirming everything. I have told them they are welcome to contact them and get whatever information they are missing and that I would cooperate and sign a waiver so they can get the information they need. I do not feel it is my job to spend the time for someone else's mistake. Now had I had my cards and enrollment information in August when I started paying weekly out of my check, then I would be at fault for not following the process but I didn't even know the process then. I am ok if they want to credit me my weekly amount of $65 per paycheck that was taken out from August to the time I received my enrollment email on 11/21/22. Or they can verify and pay my claims that I submitted that I paid out of pocket due to lack of insurance information from August to November. The medical field takes advantage and it needs to stop! I appreciate your help with this. Feel free to email me if you need any other information. Thank you!
  
  
  *************************** | 
  
  ********* ********* to *******************
  
  * **********, **********, ** *****
  P: ******************
  D: ************
  E: ******************
  *************************;
  ---------- Forwarded message ---------
  From: PrimePay <**********************************>
  Date: Tue, Dec 13, 2022 at 10:37 AM
  Subject: RE: We have received your request: Ticket #: ******** [ ***:***********************:*** ]
  To: ****************** <******************>
  
  Hello *****:
  
  I wanted to reach out to you as one of the Manager's to address your questions/concerns that you are having with your claims submissions to us and acknowledge your letter sent to the Better Business Bureau.
  
  In review of your account, it appears that there are some needed itemized receipts or EOBs needing to be uploaded in order to have the claims processed.  I am listing them below and you are able to upload the needed receipts or EOBs directly through our portal.  
   
  11/21/2022 HRA ********* *************************** $210.13 New Needed Details EOB needed
  10/31/2022 HRA ****** **** *************************** $39.00 New Needed Details EOB needed
  10/28/2022 HRA *************** *************************** $81.95 New Needed Details Itemized receipt needed
  9/13/2022 HRA *** **** ****************** *************************** $278.00 New Needed Details EOB needed
  8/29/2022 HRA *** Medical *************************** $399.00 New Needed Details EOB needed
  8/26/2022 HRA *** **** ****************** *************************** $50.00 New Needed Details EOB needed
  8/14/2022 - 11/25/2022 HRA ***/*** ****/****** *************************** $766.00 New Needed Details EOB needed
  
  Please submit or upload these through the portal as soon as you are able.  Please let me know if you have any additional questions or concerns.
  Thank you,
  ******************* | Client Success Manager, Benefit Services
  Call:  ************ | Fax: ************
  ******** | ********* | ******** | *******

  --------------- Original Message ---------------
  From: PrimePay [**********************************]
  Sent: 12/7/2022 9:37 AM
  To: ******************
  Subject: We have received your request: Ticket #: ********
  
  ##- Please type your reply above this line -##
  
  Thank you for contacting us!
  
  We have received your request and a ticket has been created.
  
  Subject: Prime Pay
  
  Our Client Success Team will review your request and respond as soon as possible.
  
  Need to update your ticket? Simply reply to this email. You may also search our Knowledge Base at *********************************************.
  
  Thank you,
  PrimePays Client Success Team

  Business response

  12/22/2022

  December 21, 2022

  Dear Ms. Cameron:

  *** ******** was reached out to by two different Manager’s in regard to the required Explanation of Benefits (EOB’s) on  12/12/22 and 12/13/22 with a more detailed explanation. PrimePay is not able to contact any Physician’s office on behalf of  any participant due to the HIPAA regulations. Her request for us to do that on her behalf cannot be granted. 
  As a review of the previously communicated information: 
  PrimePay administered a Health Reimbursement Account (HRA) plan for ***** ********’s employer, and *** ********  participated in the plan during 2022 and 2023. As the third-party administrator, PrimePay must require proper  documentation to substantiate any claim for reimbursement. If proper documentation is not submitted, then PrimePay must  deny the claim. 
  *** ******** was enrolled into Health Reimbursement Account plan during plan year effective date of 8/1/22-7/31/23. 
  In the Enrollment Confirmation notice sent to *** ******** on 11/22/22, there were clear instructions provided on what documentation is needed when a claim is submitted for reimbursement from her employer’s HRA plan. 
  As it stands today 7 claims are still needing Explanation of Benefits (EOBs) from the insurance carrier to be submitted to  PrimePay for substantiation purposes, and *** ******** may upload these to our portal. These details have been provided  to *** ******** via email and through the task notification located directly on the portal. 
  Thank you for allowing us to reply to this complaint. Please let me know if you have additional questions.

  Kind Regards, 
  Joshua L** 
  Client Success Manager, Benefit Services
  

  Customer response

  12/22/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: As per their letter, they even say I was paying since August of 2022 but not enrolled until November 2022...let the common sense kick in!!!! and tell you if I should be reimbursed from August to November since I paid for a service that I didn't have access to at no fault of mine. I am not sure who's responsibility it is to make sure people are enrolled and have their insurance information at time of payment but that is no fault of mine that they did their job 3 months later and no in August when it should have been done! I understand their policy since November and now that I have the information I will follow the policy. I pay $65 per week for medical coverage that I wasn't able to use! So if I go off their email and total what  I paid to them from 8/1/22 to 11/22/2022 when I was FINALLY enrolled and able to use the service the amount they would owe me is $65 x 16 weeks of unusable pd service = $1040.00. I am tired of the back and forth please finalize this and send me my refund. Thank you!
  
  Regards,
  
  ***************************
  

  Business response

  01/12/2023

  January 5, 2023

  Dear *** *******: 
  
  PrimePay has reviewed *** ********’s additional rejection of PrimePay’s response to her complaint and have provided  additional feedback below.  
  The Health Reimbursement Arrangements (HRAs) are 100% Employer Funded, pre-tax benefit programs. As such, the  Employer (Plan Sponsor) has discretion to dictate exactly what expenses are eligible for reimbursement through the benefit  program. According to the Plan Documents of the HRA sponsored by *** ********’s Employer, the benefit offers  reimbursement of deductible, co-insurance, and co-payment expenses associated with her Group Health Plan and is set to  reimburse 50% of each eligible expense up to an annual benefit of $3,275.00. 
  *** ******** cited in the letter drafted to PrimePay on December 22, 2022, a request for reimbursement of an amount  totaling $1,040 and we are happy to report a Direct Deposit payment of $1,090.24 was approved on December 30, 2022. The  funds should have been successfully posted to the balance of the ** ****** ***** Bank account we have on file for ***  ******** on December 31, 2022. 
  PrimePay has also inquired with *** ********’s Employer, as well as their Benefits Broker, to secure a confirmation of eligible  deductible/co-insurance/co-payment expenses incurred by *** ******** since August 1, 2022. We sent a message on 1/4/23  and a follow-up today, 1/5/23. If we’re able to obtain her current medical insurance out-of-pocket (OOP) totals from 8/1/22  to current, we can utilize this information to process additional claims/issue additional reimbursement to her that may still be  due. 
  *** ******** receives the HRA benefit free of charge for her participation in the Employer sponsored Group Medical Plan.  *** ******** cites contributing $65.00 per week for medical coverage and we do want to clarify this is not to secure her HRA  coverage. HRA eligibility is directly integrated with enrollment in the Group Health Plan sponsored by *** ********’s  Employer. 
  Thank you for allowing us to reply to this complaint. Please let me know if you have additional questions. Kind Regards, 
  John T**** 
  Director, Client Success – PrimePay Benefit Services
  
  

  Customer response

  01/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  11/30/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have continued issues from this FSA provider. 1) They have been withdrawing more than the amount I signed up for from my paycheck. I do not know if this is PrimePay or my employer's fault, but no one seems to be able to resolve this. After months of back and forth and having my request to terminate denied, the open enrollment period returned and I was finally able to discontinue as of Dec 3 2022. 2) My FSA spending card is repeatedly rejected at multiple places for qualified expenses. I can't spend down my amount because they don't allow it.3) When I try to login to my account to manage things, it says I don't have an account. Even though I am utilizing the link attached to the email they send me regarding my account and have tried using their "forgot" links.4) When I try calling, I am left on hold like a typical call center - however, after about 15 minutes, it just hangs up on me. I cannot do anything with this company; They have essentially blocked out all communication channels, prevent me from using my funds, of which they are removing and additional 125% over the amount that I elected on the enrollment form I signed. I have a feeling I will have to forfeit my funds at year end, but I cannot even verify because none of their self-service features work and they don't provide representatives to contact.

  Business response

  12/06/2022

  December 6, 2022 
  
  Dear *** *******: 
  
  PrimePay services employers with payroll and related services. Client service is of critical importance at PrimePay, we and  appreciate the opportunity to respond to this complaint. 
  PrimePay administered a Flexible Spending Account (FSA) plan for ******* ************’s employer, and *** ************ participated in the plan during 2021 and 2022. FSA’s are pre-tax reimbursement accounts governed by the Internal Revenue  Code. IRS tax code requires all pre-tax reimbursement account claims be substantiated to ensure only legitimate claims are  paid. If the substantiation requirement is not met, the IRS could disqualify the plan and treat all reimbursements as taxable .  As the third-party administrator, PrimePay must require proper documentation to substantiate any claim for reimbursement.  If proper documentation is not submitted, then PrimePay must deny the claim. 
  *** ************ was enrolled into Flexible Spending Account plan during plan year effective date of 10/1/21 -9/30/22. The  selected amount at the time of enrollment was $1,560 frontloaded for the plan year, equating to $65 per pay period over 24  payroll cycles. 
  Participant was able to successfully file 10 claims over the course of the plan year which were successfully processed. 
  As it stands today 2 claims are still needing receipts to be uploaded to the portal for substantiation purposes for the following  amounts and dates of service: 
  • Date of service 4/20/22 $204.44 Provider-******* 
  • Date of Service 5/20/22 $72.40 Provider-***** ****** Dentistry 
  As far as the denied card transactions go, the only denials occurred on 11/30/22 from ******* as the dates of service are  outside of the plan year as the dates of service must be within the plan year of 10/1/21 to 9/30/22. 
  The remaining funds available in the FSA account are $335.06, which would allow to be used if the dates of service are within  the plan year, they can be filed until 12/29/22. 
  Thank you for allowing us to reply to this complaint. Please let me know if you have additional questions. 
  

  Kind Regards, 
   
  Brooke L***** 
  Vice President, Benefit Services

  Customer response

  12/06/2022

  Dear Better Business Bureau,
  
  I wasn't expecting such a formal response letter and have chosen to accept it to exclude BBB from any further discussions, as I wasn't aware of how this service worked.
  
  That said, I am still really hoping this business will review my attachment and choose to reach out to me.
  
  Thank you
  
  

• Initial Complaint

  11/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  PrimePay has done my payroll for the past three years. Over a month ago they sent out a letter saying the company was changing delivery service. I contacted them to have the payroll package sent to our PO Box. They informed me it could be done by regular mail. As of this writing, 11/15/2022, we have not received the payroll package for the current month. Emails are not answered. Phone calls are sent to voice mail and are not answered. There address in West Chester appears to consist of one person answering the phone.

  Business response

  12/12/2022

  Immediately upon receipt of the notification, we reached out to ******* to address his concerns with delivery. ******* was provided with the contact information for the manager of the service team should he have any further issues to address. This matter is considered resolved.
  
   

  Customer response

  12/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  
  *******************************
  

  Business response

  02/14/2023

  Immediately upon receipt of the notification, we reached out to ****** **** to address his concerns. Our team worked with ****** and were able to ensure that the proper funds were sent to PrimePay for us to close out the tax filings needed for the 2022 year and ****** was not owed any additional funds back. ****** confirmed the issue was resolved and if further action were to be needed, he would follow up with our team directly.
  
   

• Initial Complaint

  09/23/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Immediate action requiring that my health spending account be placed in active status.

  Business response

  10/05/2022

  October 5, 2022

  Dear *** *******: 

  PrimePay received your September 23, 2022 letter outlining a complaint from ******* ******, and we  appreciate the opportunity to reply. 
  *** ****** scheduled a payment to PrimePay from her **** ** ******* account on August 16, 2022  (Check #********). On September 23rd, *** ****** contacted PrimePay’s Participant Success Team to  inquire about the status of her account and the payment sent to PrimePay. PrimePay confirmed that  the check was not received and requested a copy of the cleared check to research. Additionally,  PrimePay’s payment processing team searched the bank account for a deposited check matching the  amount of *** ******’s check and did not find a matching deposit. On September 28th, *** ******  provided written confirmation from **** ** ******* that the check was still outstanding. PrimePay’s  Participant Success Manager assisted *** ****** with re-issuing payment to PrimePay. **** ** *******  confirmed that *** ****** would not inquire a fee to cancel payment on Check ********. PrimePay  considers the matter closed.  
  Thank you for the opportunity to respond to *** ******’s complaint. Please contact us if you need  additional information. 
  

  Sincerely, 
  

  Brooke *. L***** 
  Vice President, Benefit Services
  

  Customer response

  10/06/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  

  I am rejecting this response because: The response provided is incorrect factually. On September 21st, I contacted Prime pay inquiring as to why Prime Pay was not allowing me to process payments on the card despite there being an available balance. I was informed by ******** that there were 2 charges that had not been authorized by prime pay and that they were not in receipt of payment. I notified ********, that **** of ******* issued payment on August 16th through bill pay. I also confirmed with ******** that the address provided by another Prime Pay representative was accurate. I inquired as to why I was not provided notice that my account was placed on hold and was informed by ******** that notice is given through the online account. I notified them that I don't have an online account and she said they don't provide written notice and that I was obligated to create an online account. To which I replied, where is there notice that I must create an online account and when you reject my charges you provide me with written notice. ******** did not have an answer except to provide attitude that they don't given written notice and that I should create an online account. ******** placed me on hold and attempted to contact ******* from accounting. She was unable to get a hold of ******* and ******** promised she would follow up with me that same afternoon. ******** never returned my call so the next day, September 22, I attempted to contact ********, but she was unavailable. Instead I was connected with *******. ******* did not have any information. Apparently there were no notes regarding my prior call either. *******  was updated on the recent events and attempted to contact *******, but no response. After multiple conversations back and forth with whom she claimed was her supervisor, ************** was asked to provide proof of the check through a bank statement. Neither ******** or ******* could confirm that my check was or was not received.  I provided this information within 10 minutes of their request as I was directed to submit through the prime pay email. ******* advised that once she was in receipt of the document that it would be reviewed and she would contact me. I submitted this documentation approximately at 11 am and 2 hours later at 1 pm I had still not been contacted. I contacted ******* and notified her that it was remtted at 11 am. ******* indicated that she was not in receipt of my documentation. I provided her the ticket number to prove to her that the documentation was once again submitted and confirmed that it had in fact been received. ******* placed me on hold and spoke with ****** and informed me via phone that since they were in receipt of the statement showing that the check had been issued and they had not yet spoken to ******* that they would make the funds available by the next morning. I thanked ******* and informed the doctor's ****** that I authorized on 3 separate occasions that they could charge the card that next morning. Approximately 1 1/2 hours after my call confirming that my funds would be available, I received the following email from ******* at approximately 6:30 pm that evening. 
  

  
  

  Hi *******, 
  
  I was able to reinstate your Credit card with the permission with the Supervisor and was advised that your card would be working by tomorrow morning. 
  
  However, I am not able to remove the states showing that you still owed us money I do not have access to that. And that may cause the system to void your credit card activation. So I have forwarded your information to accounting so that they can expedite the search of the check that your bank sent us. 
  
  I will email you once I have an update. 
  
  Thank you for your patience!

  
  

  Clearly, *******'s email was now sharing different information then what I was told over the phone. Well low and behold, when the doctor's ****** attempted to charge the card the next day on September 23rd it once again was declined. I immediately called ******* who admitted that following our call she was told different information, which is why she emailed me as she expected I would encounter an issue. I requested to speak with ****** and was advised she was unavailable. I then was connected with **** who had no background on this situation except to ultimately advise for the first time that ******* was no longer working at the job as of Thursday the 22nd. I reiterated what had happened thus far, why this was unacceptable to put a delay on my card without notice to the user especially since these are my funds and not once could Prime pay establish whether they had the check or not. The fact that the company claims the following "Additionally, PrimePays payment processing team searched the bank account for a deposited check matching the amount of **. ******* check and did not find a matching deposit. " IS FALSE.
  

  
  

  Prime pay was never able to confirm whether they received the check or a matching deposit. Neither ********, ******* or ****, which is why they kept on asking me for further documentation.
  

  
  

  In fact, I was then informed I could simply walk into the bank and get a copy of the check. I explained that I had been dealing with this since Wednesday, that I am getting the run around and that I demanded to speak to a higher supervisor immediately and that I was not waiting another day. Simultaneously I wrote to my bank inquiring if they could establish whether the check was delivered and whether it had been cashed since **** and Prime pay needed this proof.Ultimately, **** resolved the issue to the extent that he granted that the funds be available. The run around and misinformation I had been provided for 3 days was unacceptable. In fact, **** apologized and confirmed that the way I was dealt with should not have been the case. Funny as it *** be they are now contesting the charge I was finally able to make. Now the viscous cycle will repeat.
  

  
  

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

• Initial Complaint

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As I was instructed to do, I sent a claim to PrimePay back on October 28, 2021. In the email and fax I sent, I Included the claim form and the full Explanation of Benefits. According to one of the representatives I spoke to, due to my company ending our contract with PrimePay, my claim was originally incorrectly denied. According to the representative, the claim was denied because they erroneously placed our companys status in what they called a hard stop. It was supposed to be placed on a soft stop meaning claims were meant to continue for a period of time after the contract ended. According to ***** (one of the representatives I spoke to) my claim was sent the day before the cutoff and it was straightforward. Multiple representatives admitted the error was on the companys side, and that the claim in the amount of $2224.08 should have been paid out. At one point during the process I was told the claim was incorrectly placed in a paid status and they had to correct it. I have been told the error(s) were corrected and that the claim was approved on multiple occasions. The last of these occasions was on January 27th. On that date I was told not only was the claim approved, but the check would be in the mail and would arrive to me no later than the next Monday. I waited an additional 3 days for the supervisor to call before calling again. On Friday 2/18, ***** (representative) told me that the issue with processing the claim at this point was because they no longer have access to my employers account. I have made multiple calls to PrimePay and have been transferred and placed on hold on many occasions. I have been told supervisors would call me back and have not received call backs. The last of these broken promises was made on 2/18/2022. I still have not heard from a supervisor. I am unsure of what to do next as multiple representatives have admitted that I completed the claims process on time and correctly, and that the error in processing was on their side.

  Business response

  03/21/2022

  Re: Complaint ID ********
  To Whom it May Concern,
  The claims submitted were for the plan year that ended 8/31/2021 and the runout period for that plan
  year was 10/29/2021. The employer of the Health Reimbursement Arrangement terminated services
  with PrimePay as of 8/31/2021 and allowed a runout for processing through 10/29/2021. After this date,
  PrimePay would not be able to process claims for this group due to the fact that system access was
  terminated, and funds were not available since the banking was also terminated.
  Since this employee sent in their request on 10/28/2021 and the claim processing team did not receive
  the request until 11/1/2021, the claim was not able to be processed without permission from the
  employer.
  I have reached out to the employer asking for either pemnission to push the claim through the system,
  or permission to send the employee to the group to inquire if the claim can be processed with the new
  Third Party Administrator. I have sent two emails this week asking for guidance and have called a couple
  of times and the calls were disconnected before l had an opportunity to speak with anyone.
  PrimePay would like to get the reimbursements resolved for this participant but can not move forward
  without guidance from their employer.
  Sandy R***l Client Success Representative, Supervisor, Bene?t Services

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