ComplaintsforAmeriFlex

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hope this email finds you well. My name is ************************* and my Member ID Number is *******. I am writing to urgently request assistance with my COBRA benefits enrollment.Recently, I retrieved all of my mail from my previous residence and promptly contacted your office to sign up for my COBRA benefits. However, I was informed that I had missed the enrollment deadline. I was advised to submit an appeals letter outlining my circumstances, which I promptly did on two separate occasions, once in January and again in February.The reason for my delayed enrollment stems from challenges I faced after losing my job and relocating. Unfortunately, I encountered issues with the postal service's mail forwarding system, which resulted in a significant delay in receiving important correspondence. It was not until the end of 2023 that the postal service finally resolved the issue and forwarded all of my old mail to my current address.Given these circumstances, I kindly request your assistance in facilitating my enrollment in COBRA benefits. I understand the importance of maintaining healthcare coverage and assure you that I am committed to fulfilling all necessary requirements promptly.Your prompt attention to this matter would be greatly appreciated. Please do not hesitate to contact me at ************ or ******************* if any further information is required.Thank you for your understanding and assistance.

  Business response

  02/23/2024

  Dear Member,

  We apologize for any inconvenience you may have incurred.

  We regret that we are unable to enroll you due to Ameriflex no longer being the COBRA administrator for ************* Sources, LLC. Please kindly contact your new benefits administrator or your previous employer for further assistance. 

  Best regards,

  Ameriflex

• Initial Complaint

  01/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This company administers my employer's Flexible Spending Account program. I have been trying to get my money from claims last year since the deadline to file. I get different excuses every call (about 6 calls to date) and have been declined when I have asked to have my call escalated to a supervisor. They're 'not available.' I sent in the paperwork they requested after the first denial. Then I was given a different 'reason' to deny **** had the funds in my account available but since they're poor service, if they don't reimburse me, I lose the money I contributed. I have since retired from my employer, but have confirmed that I am *********** the reimbursement since I filed before the deadline after my employment terminated. I have seen the other complaints against them and seek your help. Regards, *************************

  Business response

  02/02/2024

  Hello Participant, I apologize about your frustration regarding this account. We were able to email you on 08/28/2023 and 12/04/2023 urgently requesting that you update the needed documentation that is needed to approve the service you were seeking reimbursement from before your deadline; however, we did not receive the updated document at all. I apologize that you were unable to submit the needed form to assist in your claim approval; however, as I advised when I spoke with you on the phone 1/30/2023, you have been reimbursed by what you contributed to the account. As I stated on the phone, you were able to receive even more of a distribution from the account than the amount you contributed. Your employer was able to offer you 3 months to file claims and Ameriflex was able to provide an additional 6 months to appeal a claim as well. You asked me to forward you the emails from August 2023 and December 2023 so you could be sure they were sent, and I forwarded them as soon as we disconnected from the phone line on 01/30/2024. Because the date listed on the Letter of Medical Necessity (LMN) you provided was after the date that the service took place, the claim was not able to be approved; therefore, you weren't able to provide the documentation the claims department needed to approve your claim. Since the claim denials occurred on 6/30/2023, there was a 180-day period during which appeals for the claims could have been filed. However, since the 180-day appeal period has now ended, there is no longer an available option to appeal these claims. 

  Customer response

  02/05/2024

  I have reviewed the Ameriflex response and accept this resolution. It is unfortunate that I was given so many assurances of reimbursement by at least 3 call center associates over the course of five months. It took several calls to finally get someone to give me the actual requirement. With this in mind, I accept the response and trust that the employees will be counseled per the recent phone conversation. I also hope that the availability of more knowledgeable associates increases. Being told my call could not be escalated was also frustrating. I accept my responsibility in the situation. Thank you BBB for your assistance. 

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  HSA card never sent to me as they claim.

  Business response

  12/05/2023

  Dear Participant,

  I apologize you have not received any of the three previous cards shipped. All show to have shipped within 1-3 days of the date they were requested. The fourth card was mailed 12/04/2023 and will arrive in a plain white envelope. 
  

  While you await receipt of your card, you may log in to your account to file claims to be reimbursed for eligible out-of-pocket expenses you have incurred. I recommend you update your reimbursement method to direct deposit while on the portal to avoid delays in receiving your reimbursement by mail. This can be accomplished by clicking on More, then Reimbursement Settings. 
  

  I advise you to update your reimbursement method prior to filing claims as all claims are automatically approved and no documentation is required. However, I recommend you keep all itemized receipts for your records.
  

  For a list of eligible items, please visit www.hsastore.com. 
  

  Please visit www.myameriflex.com to access your account. A link to the portal has also been emailed to the address on file.
  

  Sincerely,
  Ameriflex
  

  
  

  Customer response

  12/05/2023

  I am rejecting this response because: I dont want to have to be reimbursed.  I want the card.  To imply I can get reimbursed and take the focus off the fact that Im not receiving any of the cards sent.  It amazes me after so many months of not getting the card, Ameriflex cant overnight it to me, or send it registered requiring a signature. 

  Customer response

  02/15/2024

  I did not receive the replacement card. 

  Business response

  02/21/2024

  Dear Participant,

  We tried reaching you today via phone but received your voicemail, so sorry to have missed you. Please accept our most sincere apology in not receiving your Ameriflex Benefit card that we have mailed multiple times to your current address on file. Our solution would be with your permission to temporarily update your personal profile to our ********** office and issue a replacement, once we are in receipt of the card, we will ship it to you via First Class mail. We look forward to receiving your response with direct authorization to update the mailing address temporarily to our ********** office so that we may proceed with this resolution.  Once again we apologize for any inconvenience this may have caused.

  Sincerely,
  Ameriflex Participant Services

  
  

  Customer response

  02/21/2024

  I have reviewed the business response and accept this resolution. I can't contact them by phone so hopefully they will see this response and do as they said.

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  MY HSA CARD IS FROZEN AND HAS BEEN FROZEN FOR MONTHS. I HAVE EXPLINATION OF BENEFITS AND A DETAILED RECIEPT FROM THE PROVIDER. BOTH WHICH I WAS INSTRUCTED TO GET BY CUSTOMER SERVICE AND SUBMIT. BOTH OF WHICH I DID AND BOTH WERE DENIED. I HAVE ALSO BEEN DENIED A SUPERVISOR AND ONE PERSON TO DEAL WITH. I AM ALL DOCUMENTS NEEDED AS WELL AS EXTRA DOCUMENTS. MY CARD STILL ISNT ON! AFTER 27 CALLS AND BEING SPOKEN INTO CIRCLES I AM DONE the date of the transaction is 7/4/2024 my provider swiped the card which i cannot control. in numerous attempts to correct this I have been unsuccessful. I am happy to give you any documents needed.

  Business response

  09/28/2023

  Dear ***********,
   
  Thank you for contacting Amerifex. We have reviewed your account, and our records show that the receipt you submitted to substantiate a transaction in July 2023 was denied. The denial reason was due to the Date of Service occurring outside of the plan year.  The Date of Service occurred prior to June 30, 2023 in your previous plan year, whereas the card transaction in question pulled funds from your Health Reimbursement Account's current plan year that began July 1, 2023. In September 2023, you submitted a claim against your previous plan year utilizing the same documentation, and this claim was approved. The funds from your previous plan year have been issued to you via direct deposit. However, your provider's office was already paid for this service in July ******************************************** order to keep your account in compliance, we ask that you refund the current plan year account in the full amount of the original card transaction. The account can be refunded via our online portal or via our *********** Services phone line at ************. We deeply apologize for any inconvenience this may have caused.

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  elected Cobra continuation coverage started 7/8/2023 Ameriflex has never told United HEALTH CARE reinstate coverage for my wife and my self. Wife has a blood desease problem and needs to see doctor and have blood work done on a regular basis. Called Ameriflex was told we have insurance,scheduled appointments for doctors and a lab..Go there to find out we dont have insurance. **** afford to pay for these visits, have over ******* for month of July they wont pay, please help

  Business response

  09/05/2023

  Dear COBRA Member,

  In reviewing your account, we received a confirmation email from UHC (United Healthcare) advising the following "Your request has been completed to enroll *************************** and dep spouse onto Cobra coverage effective 7/8/23." Today I called UHC to inquire as to why we received a confrimation from them if coverage was not activated. The representative was able to determine that coverage was not activated correctly, but was able to do so while I waited on the phone. She also provided updated insurance card information which I have emailed to the address on file, due to the sensitive nature of the information. UHC also advised coverage is retroactive to 7/8/2023 and any denied claims can now be reprocessed. If you paid for any expenses out of pocket, you can file claims with them to be reimbursed amounts covered under your plan.

  We apologize for any inconvenience you may have incurred.

  Sincerely,

  Ameriflex COBRA Department

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  December 2022 - an email was sent to my employer from ***************************** stating "During a recent audit of our systems, Ameriflex identified an issue where a small participant population received excess funds in their Flexible Spending Account (FSA) and/or ************** Account (DCA) in error. This issue occurred because our system allowed annual election amounts to be increased above what the employee elected for the plan year. Since these participants received more than they elected, they were allowed to overspend on their accounts".My company was paid back by AmeriFlex, but I had to pay taxes on that money, so I got screwed due to a system error on their end. I did not approve the excess funds be deposited into my account. never received an apology, nothing, and that's a pretty big error for a company to be making. I sent an email asking if I would be paid back for the taxes and no one responded.January 2023 - a transaction was declined, I contacted a rep and was told it was due to the *** being in 2022 so I couldn't use my 2023 funds. Completely understood and left it at that. Paid the bill on my own. Now today, 7/26/23, I discover that someone allowed that transaction to go through, even though it has always been deemed ineligible, so now my card is locked and I'm expected to pay the money back, instead of just taking it from the remaining balance from my AmeriFlex account.

  Business response

  08/10/2023

  Dear Participant, 
  
  
  We apologize for the error which caused more funds to be deposited into the account, than what you elected for the plan year. The election amount for 12/01/2021 to 11/30/2022 was determined to be in the amount of $910.00 by the Plan Administrator.  Once the error was corrected it resulted in a negative balance due to overspending. The ************************ governs the terms of your Healthcare Spending Account and places legal responsibility on the participant to reimburse the account for any **************************.
  
  
  In regards to the transaction from 1/4/2023, every time you use your card, our system attempts to verify the charge with the information provided to us by the merchant. The card transaction went through because medical services are eligible under your plan. However, Once documentation was provided for our review, it was determined that the expense incurred in the previous plan year and was therefore deemed ineligible under the current plan. Per IRS regulations, you cannot use current year funds to pay for expenses from the previous plan year. 
  
  
  You have the option to offset the expense or repay the account for the expense. Offsetting allows you to substitute one or more receipts for an expense that incurred in the current plan year for which you paid out of pocket and did not use the card for and have not filed a claim for. If you choose to repay the account, you may do so from your online portal by expanding the details of the transaction and clicking Repay Transaction.

  Sincerely, 

  Ameriflex

  
  

  Customer response

  08/10/2023

  I am rejecting this response because:   This company is incompetent and all of their system errors are being put on me. You paid my employer back for those funds, and you should have a system in place that doesn't allow the balance to drop below the predetermined limit. 

  As for the other issue, I was told IMMEDIATELY that the transaction was not approved by someone that I chatted with. It wasn't until MUCH LATER that your system allowed it to go through and now, as usual, you want ME to pay you back instead of taking it from the balance. 

  Coincidentally, I just received another email regarding ANOTHER system error on your end:

  "Hello,
  
  Within the last few days, you may have received notices from Ameriflex requesting additional documentation for card transactions potentially dating back several weeks.  
  
  These notices should have gone out immediately after you swiped your Ameriflex card at the provider on the date of service or shortly after, but instead were sent several weeks later due to an isolated system error. While the card transactions would have required additional documentation regardless, the delayed timing of the notification to you may have caused some confusion."    

  When will you start taking responsibility for all of these system errors?? I will NEVER again use this "service" and encourage my coworkers to do the same. 
  
  

  Business response

  08/22/2023

  Dear Participant, 
  
  We apologize and understand how this can be a frustrating matter for you, as soon as we were aware of the error you were notified.  The Flexible Spending Account is an IRS regulated plan.  Theres also a responsibility on the part of the Participant to monitor the spending against the Annual Election. To deduct overspent funds that occurred in the previous plan year against the current plan year is not in compliance with the rules governing this plan. 
  
  We apologize for the notices received later than normal.  For your convenience all transactions requiring Substantiations are notated as such on the online portal. 
  
  Sincerely,
  
  Ameriflex
  
  

  Customer response

  08/22/2023

  I am rejecting this response because:   I did monitor my balance and reached out to your company and spoke with SEVERAL reps regarding the issue and every time I was told that it was an error on my employers part. So I went back and forth between your company and my employer and in the end, it WAS your fault and NOT my employer or myself! Please check your records for each time Ive contacted a rep regarding my balance and make sure you read the chat dialogue! 

  Business response

  09/01/2023

  Dear Member,
  
  I sincerely apologize for the confusion you've experienced. We value your diligence in monitoring your account and reaching out to us for clarity, and I regret the inconvenience this has caused you.
  
  The error was indeed from our side, and not from your employer. We're taking steps to ensure clearer communication in the future, and improving our system to prevent such errors. Your feedback is crucial in this process.

  Sincerely, 
  
  Ameriflex

  
  

  Customer response

  09/02/2023

  I am rejecting this response because:   You need to credit my account for the system errors that you experienced. Theres a positive balance left on my account so take it from there. Its my money, taken from my earnings, so there should be no issue with getting my account current again, on your end. 

  Business response

  09/07/2023

  Hello ***********,
  
  After reviewing the situation further, we would like to take the opportunity to discuss a resolution on this matter with you. Since doing so would involve discussing specific details of your account, it would be best to have this discussion over the phone with one of our supervisors in *********** Services in order to protect your privacy.
  
  We have attempted to reach out to you as of today and have left a voicemail message. So that we may help resolve this issue, please feel free to contact us back at ************** Monday-Friday from 8:00am-9:00pm EST or Saturday from 10:00am-2:00pm EST.
  
  Please let us know that you are returning a call from a supervisor, and we will be able to assist you further.
  
  Thank you,
  Ameriflex *********** Service

  Customer response

  09/14/2023

  I am rejecting this response because:   I spoke to supervisor ********* whole told me everything was rectified, rest assured my card isnt locked. They dont even have the ability to lock my card but I just tried making a purchase from the *** store and its not allowing me to!!! Why is this account and company such a hassle?! I even tried to call ********* back and cant get out of the automated loop to speak with someone! This is not fixed and I am not satisfied!! 

  Customer response

  10/20/2023

  Hi, 

  No, the issue has not been rectified, my card is still locked, and no one from AmeriFlex has contacted, and I can't reach a human when I call. It's an endless, automated loop.

  Business response

  10/30/2023

  Hello Participant, 
  
  Per our discussion today.
  
  The account is active to permit eligible transactions to post within the account's available balance.
  Thank you for processing a transaction while on the line with you to your preferred Merchant.
  
  
  Sincerely,
  Ameriflex

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My prior employer contracted with Ameriflex to handle servicing of COBRA accounts. My employment ended in ******* 2023 and health insurance was continued until 2.1.2023. However, when I registered and signed up for COBRA continuation Ameriflex told me their records showed it ended on 1.21.2023 which was my last day of employment. I needed confirmation of coverage so I paid the month of ******* and the month of February. Afterwards it was confirmed that they should not have charged me for ******* and they overcharged me for February. Internal tickets with Ameriflex were opened to resolve the issue *********************). Finally on March 6 I was able to confirm that they corrected the start date to 2.1.2023 and they overcharged me for February which created a refund due in the amount of $1,109.08 which i confirmed with them on the phone. They advised that the check would be mailed on 3.17.2023 in the amount listed above. On April 4th I contacted them and they said the check 'was in the mail' as it was mailed on 3.17.2023 and I should receive it any day. I have sense emailed them 2 more times and no reply. I need my refund. Any assistance you can provide would be greatly appreciated. My Member ID# with ********************** is ******* / *********************************** Should you have any questions please feel free to contact me at ************

  Business response

  04/25/2023

  Dear Participant,

  Thank you for bringing this issue to our attention. As you mentioned, our records had indicated that your refund check was issued to you on 3/17/2023; however, after you brought this issue to our attention on 4/19/2023, we investigated the matter further and determined that due to a previously-undiscovered issue, the refund check did not successfully print and mail on 3/17/2023 as intended. We successfully issued your refund check to you on 4/21/2023, and our records indicate that you have received and cashed the check as of 4/25/2023. We are extremely sorry for the delay that you experienced in receiving your refund check, and we are working to ensure that this does not happen again in the future. Please let us know if there is anything else we may assist you with, and we will be happy to help you.

   

  Sincerely,

  Ameriflex COBRA Department

• Initial Complaint

  12/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ameriflex appears to purposefully create accounting problems that delays payouts for their claims. They make it extremely difficult to contact them or deal with their online customer service to rectify these problems further preventing payout.

  Business response

  03/13/2023

  Business Response /* (1000, 5, 2022/12/09) */ Dear Participant, We issued reimbursement checks from your *** account on 04/29/2022, 05/02/2022, 05/16/2022, and 05/30/2022 to the address on file. It appears your address was incorrect, and later updated on 07/26/2022. Due to the address being incorrect the checks were issued to an incorrect address. On 06/06/2022 we were made aware that you did not receive the checks. we reissued you the funds via direct deposit to the bank account on file on 06/08/2022.

• Initial Complaint

  12/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ameriflex refuses to let me speak to a human about recovering the 2200 dollars in my flex spending account that they are withholding. They drag out the COBRA process so badly that it is unlikely to be resolved by the end of the year, thus resulting in me forfeiting money to them. There's a five letter word for taking someone's money that isn't yours.

  Business response

  03/06/2023

  Business Response /* (1000, 5, 2022/12/06) */ Dear Mr. ********, In reviewing your COBRA account, you elected to continue your FSA (Flexible Spending Account), which will allow you to continue to incur expenses, until 12/31/2022, and file claims towards the balance. In order to activate the FSA, we require the monthly premium payment of $98.71. You may also chose not to pay the premium and simply file claims towards the FSA for expenses incurred up to your termination date of 10/7/2022. Your previous employer allows 60 days to file claims, making 12/7/2022 the deadline for filing claims. Due to IRS regulations, we are unable to refund tax deferred funds without receiving claims for eligible expenses. You have three options, listed below, for filing claims: Via your online portal by attaching an itemized receipt and Explanation of Benefits. By emailing a claim form to [email protected] along with an itemized receipt and Explanation of Benefits. By faxing a claim form to 888-631-1038 along with an itemized receipt and Explanation of Benefits. A claim form can be printed from the resources page on our website, https://myameriflex.com/resources/ Please let us know if we can be of further assistance. Thank you, Ameriflex

• Initial Complaint

  10/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid for an acupuncture appointment on July 10, 2022 using my Ameriflex HSA card using Paypal. The appointment was cancelled by the acupuncturist and refunded through Paypal on July 18, 2022. The refund was issued via Paypal but the money was not refunded back into my Ameriflex account. I have spent countless hours over the last 3 months contacting Ameriflex and Paypal trying to get this resolved. Both parties tell me that I need to contact the other party. I still haven't gotten it resolved. I don't know what else to do. I am very unhappy with this company. I have lost $100 because of an error on their end and they refuse to fix it.

  Business response

  12/08/2022

  Business Response /* (1000, 5, 2022/10/06) */ Dear Ms. ****, I was unable to locate your account based on the information provided. Please provide the name of your employer so that I may locate your account to better assist you. Thank you, Ameriflex Participant Services

*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. ↩