Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/28/2026

  Type:Product 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.

  BASIC is the third-party administrator responsible for managing Commuter Transit benefits under Section 132(f) of the Internal Revenue Code.For the 2025 plan year, I had a remaining balance of $156.40 that should have been carried over into the 2026 plan year and remained available for eligible reimbursement expenses.On April 24, 2026, I submitted several reimbursement requests, including one for $156.40, which should have been processed from the carried-over balance. However, BASIC repeatedly delayed processing the reimbursement until July 8, 2026, at which point the funds appear to have been forfeited.During this period, I contacted BASIC several times to inquire about the status of my reimbursement. On each occasion, BASIC representatives advised me that, under the contract, the funds would not be available until a later date. The expected availability date changed multiple timesfrom after April 1, 2026, to June 2026, and then to July 1, 2026.During my most recent call on July 1, 2026, I was informed that the funds were still being held on the employer's side and were therefore not yet available for reimbursement. However, according to the account activity posted on July 8, 2026, the balance appears to have been forfeited instead.I respectfully request your assistance in reviewing this matter and determining whether BASIC handled the administration of these benefits fairly and in accordance with the applicable plan terms. I appreciate your time, attention, and assistance in resolving this issue.Thank you!!

  Business Response

  Date: 07/30/2026

  Hello,

  BASIC assigned a Resolution Specialist to this case. The Specialist notified Mr. REMOVEDon 07/30/2026 via email that his 2025 transit carryover funds are in his REMOVEDaccount. The Specialist advised he could log in and transfer the funds to his personal bank account or he could provide the Specialist with his mailing address and BASIC would mail him a check.

  Thank you.

   

  Customer Answer

  Date: 08/03/2026

  [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.]
  
  Dear Better Business Bureau team:
  

  Thank you for your amazing action in getting resolution and the refund of my transit money from BASIC company.  The reimbursement money has cleared to my bank account and the resolution is satisfactory to me.  For reference, this complain ID is 25096829, and I have also emailed the BASIC company customer support representative to confirmed the resolution is satisfactory.

  Thank you again for all your help in this matter and please let me know if there is anything else needed on my part.

  
  Best regards,
  REMOVEDMa

  
  

• Initial Complaint

  Date:07/13/2026

  Type:Product 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 have been trying for more than 30 days to resolve a $404.20 payment administered by BASIC that was never paid to the provider. My account history showed that the payment had been completed and that everything was correct, until the provider contacted me requesting payment of that amount.From that point on, I began a long effort to obtain a simple answer from BASIC regarding what happened. I opened two support requests more than 30 days ago and did not receive a concrete response until today.On July 13, 2026, BASIC stated that check #REMOVEDhad been voided on July 6, 2026, and that it may have been returned to them. This response does not explain why the check was voided, whether it was actually returned, where the money is, or when a replacement payment will be issued.The support requests include WRF-REMOVEDand WRF-REMOVED, but I continue to receive vague, incomplete, and contradictory responses.I am filing this complaint to determine whether, through the BBB, I can finally receive a clear answer and a concrete resolution, since BASIC has not treated its customers with the seriousness this matter requires.

  Business Response

  Date: 07/21/2026

  Hello,

  BASIC check #REMOVEDin the amount of $404.20 was voided as Mr. REMOVEDreported that his provider had not received the check.

  BASIC has assigned a Resolution Specialist to this case and the Specialist has reached out to Mr. REMOVEDto confirm his mailing address in order to send the check directly to him with tracking.

  The Specialist will work directly with Mr. REMOVEDto resolve this issue and confirm he has received the check.

  Thank you.

   

• Initial Complaint

  Date:04/30/2026

  Type:Product 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.

  Probably the opposite of most complaints... I am having a problem paying the business. I put in a digital request online, and Never once heard back from that one. So then I called sometime in March to ask why I had a denial on a payment for my daughters glasses. They said a warranty on the glasses was not eligible. Ok, fine. How do I pay you? They say they'll send me an email within 48 hours(why does it take 48 hours to get an email?) with the form and instructions to send a check. Never received the email. Called back a week or two later, same thing. I say can't you just give me the address, they say oh, no, we have to send you the form. You'll receive the email within 48 hours. Never once did i receive an email. and I know for a fact they just didn't send it, because whenever they sent me the verification codes, they went straight through to that email. I just want this off my account so they don't freeze my card or something because I "haven't paid". Very frustrating.

  Business Response

  Date: 05/05/2026

  Hello,

  Attached is Benefit Account Repayment REMOVEDrequested.

  This was also emailed directly to her on 05/05/2026 at REMOVED.

  Thank you.

• Initial Complaint

  Date:01/15/2026

  Type:Sales and Advertising 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.

  Was given false information by customer service which lead to me having to use my own personal credit card to pay for a dental visit. I purposely waited until January 10 to make sure it got paid but apparently I had to wait until January 15 because that is the time that my cash became available. I will not be renewing with them.

  Business Response

  Date: 02/19/2026

  Hello,

  Please provide us with your 12-digit BASIC ID as we only have one REMOVEDin our system and the address, email and phone number does not match the information give in this complaint. If the account is under another name, please provide the account holder's name and BASIC ID as well as the name of their employer.

  Thank you.

• Initial Complaint

  Date:01/07/2026

  Type:Product 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.

  After leaving my place of employment I requested REMOVED. I was told it was going to be through BASIC. From the beginning my termination date was inaccurate and although I had paid the insurance they were saying I owed more money. After approx. 45days the date was corrected. It should be noted that during that time I was unable to use my insurance. On 9/19/25 In received two separate letters one for Termination of benefits and another for Rate Change for continuation of benefits. It also stated I had a credit of $621.61. On 9/20/25 I received another letter from BASIC regarding Rate and/or Plan change for continuation Benefits still stating I had a balance of $621.61. I called BASIC and was told by customer service that $128.76 for September 2025 and $1419.02 for October 2025. After that call I paid a total of $1547.98 to BASIC as an ACH payment. When I reached out to REMOVEDBlue Shield, I was informed that my insurance was terminated on October 2 and they were not paid by BASIC. (I have it in writing from REMOVED). I then sent a second letter to the REMOVEDat BASIC requesting a refund of my October payment. The only thing I have received from BASIC was a letter dated 12/24/2025 stating you are hereby notified that your continuation coverage for the following plans through REMOVEDhas been cancelled. There was no mention of the September or October payments that I made. I would like help resolving this accounting issue and receiving my refund for my October payment for health insurance coverage I did not receive. It should be noted when I called BASIC customer service last week the REMOVEDtold me my last payment was in August, I told him my bank records prove it was October 7., 2025. Please let me know if you need additional information.

  Business Response

  Date: 01/13/2026

  Hello,

  A Resolution Ticket has been opened and a Specialist has been assigned to work directly with Ms. REMOVEDfor resolution. The Specialist has already reached out to Ms. REMOVEDvia email.

  Please let us know if you need additional information.

  Thank you.

   

   

   

  Customer Answer

  Date: 01/16/2026

  [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 REMOVED, and find that this resolution is satisfactory to me.  I have received a refund from BASIC for the amount I requested and I am satisfied. Thank you. 
  
  Regards,
  
  REMOVED
  

• Initial Complaint

  Date:10/14/2025

  Type:Sales and Advertising 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.

  BasicOnline failed to process my COBRA continuation coverage for over two months despite receiving full premium payments, leaving me uninsured and causing significant stress.After leaving my job at Rare Carat in July 2025, I elected COBRA through BasicOnline starting August 1 to continue my REMOVEDBlue Shield of REMOVEDcoverage. I paid $1,573.41 total (three months at $524.47 each), but my coverage was never activated.For nearly three months, I had no insurance I had to cancel medical appointments, couldnt pick up prescriptions, and was unable to get care when I had COVID. Each time I contacted BasicOnline, they claimed they were resending my information, but REMOVEDconfirmed they never received REMOVEDof mid-October, my coverage appears to have been reinstated retroactively, but only after months of unnecessary delay, poor communication, threatening legal action, and serious REMOVEDrequesting written confirmation that my payments were properly applied, an explanation for the delay, and a credit for the time I was unable to use my health insurance, despite having chronic illnesses for which I require prescription medications - that I was NOT able to pick up.

  Business Response

  Date: 10/17/2025

  Hello,

  BASIC is the 3rd Party administrator for COBRA benefits for Ms. REMOVEDformer employer. As the third party administrator, BASIC collects the premiums and forwards the premiums to her former employer who then forwards the payment to her insurance carrier. Once the member makes the first premium payment, BASIC notifies the contact provided by Ms. REMOVEDformer employer that payment of the premium have been made and that contact then notifies the insurance carrier to reinstated coverage. As BASIC does not notify the carrier directly but sends the reinstatement notification to the contact provided by her former employer, who then notifies the carrier, we advise that it can take 2-4 weeks before the member shows active coverage in the carrier's system.

  BASIC can confirm that Ms. REMOVEDmade a premium payment in the amount of $524.47 on 08/01/2025, 09/01/2025 and 10/01/2025 making her paid through 10/31/2025. Upon Ms. REMOVEDinitial payment on 08/01/2025, BASIC sent the initial reinstatement to the contact provided by her former employer on 08/01/2025. Ms. REMOVEDsubmitted support request WRF-REMOVEDon 09/04/2025 stating that she is still not active with the carrier. BASIC sent a second reinstatement notification to the contact on 09/09/2025. On 10/05/2025 Ms. REMOVEDsubmitted support request WRF-REMOVEDstating her coverage was still not active with the carrier. BASIC sent a third reinstatement request to Ms. REMOVEDformer employer's COBRA contact and again informed them that Ms. REMOVEDmade her premium payments and that they need to reinstate her coverage with the carrier effective 08/01/2025. 

  Per Ms. REMOVEDcomplaint, she has confirmed her coverage is now active with the carrier retroactively, effective 08/01/2025. 

  This is written confirmation that Ms. REMOVEDhas made three payments in the amount of $524.47 making her paid through 10/31/2025. BASIC did our part as the 3rd party administrator and the delay was not on BASIC's side. BASIC forwards Ms. REMOVEDpremium payments to her former employer who then forwards the payments to the carrier. As her coverage is active and is effective 08/01/2025 there is no credit/refund due. If Ms. REMOVEDpaid out of pocket for any medications or services, she will need to contact the carrier to get instructions from REMOVEDon submitting a request for reimbursement.

  Please let us know if you need additional information.

  Thank you.

   

• Initial Complaint

  Date:10/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BASIC has been holding my REMOVEDhostage for several months without giving any guidance on how to get access to my funds. This all started with support ticket #WRF-1001578962; I called in and did not receive any response whatsoever. This is followed up by support ticket #WRF-REMOVED, which was forwarded for review and then marked "complete" with no resolution at all. After this came #WRF-1001767162 and #WRF-1001832727. There has been no resolution to this at all. How can I regain access to my funds? I've provided all the documentation as per #WRF-REMOVEDand no response whatsoever. Why was WRF-REMOVEDmarked complete with no resolution? I was told there was another ticket, OSD-REMOVED, but it does not show up in my account whatsoever. I followed ALL the instructions that support sent me, and BASIC is still holding my account hostage. What is going on here? Can you please help restore my funds? Thank you.

  Business Response

  Date: 10/05/2025

  Hello,

  BASIC has assigned a Resolution Specialist to this case. The Specialist has contacted Mr. REMOVEDby email notifying him that BASIC is restoring his HSA Balance in the amount of $3162.39. 

  The root cause of this issue was the failure of Mr. REMOVEDidentity verification. BASIC did notify his former employer of the identity verification failure as an email for Mr. REMOVEDwas not provided.

  BASIC did review all calls to our REMOVEDTeam and found that he was given incorrect information on 03/11/2025 in which Mr. REMOVEDwas told that he lost his funds because he did not use them before his former employer cancelled with BASIC. While in some cases this can be true for a Healthcare FSA, it is not the case for a Health Saving Account. REMOVEDhas initiated internal corrective actions for this agent. 

  BASIC has informed Mr. REMOVEDthat his funds should be restored by the end of the week and the Resolution Specialist will notify him via email as soon as the funds are in his account.

  Please let us know if you need additional information.

  Thank you.

   

• Initial Complaint

  Date:08/22/2025

  Type:Product 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.

  Hello,,, i contributed, through my employer, a small monthly healthcare savings of some sort,,, I actually didnt know I had this & funds do not roll over after a REMOVEDlost a few hundred dollars,, I was never sent information or a Basic Card. In 2025 I was actually sent a Basic card so I looked into it & found I had about $800 and I needed to spend a large amount of that in a short time or I was going to lose more funds cause again they dont roll over. So I jumped on it & tried to start buying things,,, some in store & some online. I was to only buy products with REMOVEDmaybe another one) ,,, they had a couple online stores I could purchase from but it seemed expensive and I felt I could get more for my money by going outside the suggested stores, which was allowed as long as it met the fsa/hsa,, so I searched & searched fast , I think I had 3 weeks. I went to specific REMOVEDonly REMOVEDsites,, & was denied repeatedly or needed approval,, a couple purchases stayed in pending status & never changed & I never got product I ordered,,, I was able to go to REMOVEDworked with help of the pharmacist,, then I tried again with help from a pharmacist and it declined,, I bought only the specific allowed REMOVEDdeclined,, i tried to buy what I bought previously & it declined. So I called customer service several REMOVEDdidnt get any help,,, they just told me what I already knew,, to look for specific products. Im running out of time but managed to not lose any of the funds but I still have $619 on this basic card. I tried several more times ,, going by product codes in stores that said REMOVEDon them & still declined. Frustrated I stopped putting money into it since I wasnt able to use REMOVEDdidnt want to lose my money. I cannot afford to purchase & get reimbursed. There was never an explaination given as to why my purchases were declining other than to try again, Id like a check for the full amount OR the card opened back up to use

  Business Response

  Date: 08/22/2025

  Hello,

  It is unfortunate that Ms. REMOVEDwas unaware that she enrolled in the REMOVEDHealthcare FSA and the REMOVEDHealthcare FSA. In REMOVEDMs. REMOVEDcontributed $108.00 and did not submit any request for reimbursements. Ms. REMOVEDis incorrect that her funds did not rollover. The unused $108.00 from the REMOVEDplan year did indeed rollover to the REMOVEDHealthcare FSA on 10/22/2024 at the end of the runout period.

  Ms. REMOVEDenrolled in the REMOVEDHealthcare REMOVEDwith eligibility dates from 07/01/2024 through 06/30/2025 and runout until 09/30/2025. Ms. REMOVEDhas until 09/30/2025 to request reimbursement for eligible expenses incurred between 07/01/2024 and 06/30/2025. She elected $780.00 total for the year and with the $108.00 rollover, she had a total $888.00 in her REMOVEDHealthcare FSA. Her available balance as of today, 08/22/2025 is $619.63. If Ms. REMOVEDdoes not request a reimbursement, the $619.63 will rollover regardless of if she enrolls in the REMOVEDHealthcare FSA. Is she does not enroll in the REMOVEDplan year and has rollover funds, a REMOVEDHealthcare REMOVEDwill be opened in order for Ms. REMOVEDto use her funds. The funds will continue to rollover from plan year to plan year until Ms. REMOVEDuses all her funds or her employer amends the plan to not allow rollover.

  Ms. REMOVEDcard has been blocked for suspicious activity as she tried running the card several times at shoe stores and REMOVEDClub. BASIC is unable to see what she tried to purchase from REMOVEDClub but the code the merchant transmitted is REMOVEDand this is not an FSA eligible Merchant Category Code so the card transaction was denied. If Ms. REMOVEDpurchased eligible REMOVEDitems from REMOVED, she can log on and submit a manual request for reimbursement. The card transaction to Dr. REMOVEDShoes was also denied as the Merchant Category Code transmitted by this merchant is "Shoe Store" and this is not an FSA eligible Merchant Category Code. While orthopedic shoes can be FSA eligible, Ms. REMOVEDmust submit a manual request online and she must provide an prescription and Letter of Medical Necessity for the Orthopedic shoes as well as an itemized receipt from the merchant and then only the portion that is orthopedic component is eligible not the cost of the entire shoe as outlined in the REMOVEDPublication 502 (attached). There were two card transactions to REMOVEDthat were denied as the merchant transmitted an invalid Merchant Category Code. If Ms. REMOVEDpurchased FSA eligible items and paid out of pocket, she can request reimbursement with an itemized receipt. 

  Ms. REMOVEDwas sent an email on 07/18/2025 notifying her of unusual activity on her BASIC card. She was instructed to login and review he account. She was instructed to call BASIC at REMOVEDto confirm her transactions so that we could unblock her card.

  We recommend that Ms. REMOVEDreview her enrollments into the REMOVEDbenefit with her employer. She is welcome to call BASIC's REMOVEDTeam at REMOVEDif she needs login assistance, has questions about what documents would be needed to file a manual request for reimbursement online or through the mobile app or has questions about an item being FSA eligible.

  Please let us know if you need additional information.

  Thank you.

   

   

   

   

   

   

  Customer Answer

  Date: 08/29/2025

  Better Business Bureau:09/07/2025

  Hello,

  The IRS Guidelines do not allow BASIC to simply return Ms. REMOVEDmoney as the funds were contributed pre-tax. BASIC encourages Ms. REMOVEDto contact her employer in order to sort out how tax-free contributions were deducted from her pay check for Healthcare FSA as Ms. REMOVEDhas stated she was unaware she was enrolled in this plan.

  Ms. REMOVEDcurrent REMOVEDHealthcare FSA is in runout until 09/30/2025. This means that she can log into her account and submit request for reimbursements until 09/30/2025 for eligible expenses from 07/01/2024 through 06/30/2025. If she does not submit claims totaling her available balance of $619.63, her balance will be rolled over to the 07/01/2025 - 06/30/2026 plan year. She will then be able to submit request for reimbursements for eligible healthcare expenses incurred from 07/01/2025 - 06/30/2026.

  We recommend that Ms. REMOVEDreview her enrollments into the REMOVEDbenefit with her employer. She is welcome to call BASIC's REMOVEDTeam at REMOVEDif she needs login assistance, has questions about what documents would be needed to file a manual request for reimbursement online or through the mobile app or has questions about an item being FSA eligible.

  Please let us know if you need additional information.

  Thank you.

  Customer Answer

  Date: 09/08/2025

  Better Business Bureau::

  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.

  The company I am complaining about is a company that holds my money from my employer and then verifies and reimburses me for medical, dental, and vison expenses. However, they are not reimbursing me for expenses that meet this criteria. I have changed our plan type and spoken to managers who told me what to supply for documentation and I have done so but they are still denying my requests, keeping in mind they are not the provider and the money is 100% mine. They continue to reject my claims and do not provide me with clear answers as to what they want and have denied it for different reasons during different requests. The last time I gave them exactly what they asked for, but they still denied it. I need help because they do not give me clear answers and ask for documents that do not exist and have even made comments that I should fabricate these myself which is fraud. I even have asked them simple questions like "If i pay out of pocket for a dental cleaning is that covered?" and I get no clear answer and this has caused me to miss and put off a variety of things necessary to my care. I have had to stop therapy, dentist, xrays ect.. They have said my dental cleaning would likely not be covered if I paid ou of pocket and I would need to pay through insurance premiums to have it covered which makes no sense because I elect to pay out of pocket since that is less than insurance. Please help because this company is holding my money hostage and they won't even answer what happens to my unused funds. Please remember the money in this account is 100% mine. Thank you!

  Business Response

  Date: 03/25/2025

  Hello,

  Mr. REMOVEDemployer initially set up the Individual Coverage HRA (ICHRA) to reimburse for insurance premiums only. In February 2025, his employer updated the plan to cover insurance premiums as well as medical, dental and vision coinsurance, deductibles, copay, prescriptions and medical travel. In addition, dental covers orthodontia, medical covers emergency room, laboratory services, x-ray and other diagnostic services and vision covers eyewear. This was sent to Mr. REMOVEDon 02/24/2025 in response to support request WRF-REMOVED(attachment 1).

  Mr. REMOVEDinitial request for reimbursement for the $80.00 application fee was just a screenshot showing $80.00 to America First App Fee but did not have Mr. REMOVEDname anywhere on the screenshot. All requests for reimbursements must have 5 items as required by the REMOVEDGuidelines:

  1. Name of Provider

  2. Name of Patient

  3. Amount of Service

  4. Date of Service

  5. Description of Service

  BASIC has re-processed the $80.00 application fee and it has paid and in in Mr. REMOVED MyCash account. Counseling/Therapy is specifically excluded from the REMOVEDper Mr. REMOVEDemployer. The only way any portion of the $130.00 request will be eligible for reimbursement is if Mr. REMOVEDprovides an Explanation of Benefits (EOB) from his insurance company showing the $130.00 falls under copay, coinsurance or deductible. 

  Please let us know if you need additional information.

  Thank you.

   

   

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husbands (REMOVED) employer (REMOVED) used BASIC for their HSA accounts. At the beginning of the year they changed REMOVEDbenefit companies. My husband submitted an online ticket to have the funds withdrawn from our BASIC HSA account and transferred to the new REMOVEDaccount.On 3/3/25 we received a letter from the new REMOVEDcompany enclosing BASICs check of our HSA balance indicating they are not able to cash BASICs check and there is a different procedure to follow to get the funds transferred. I contacted BASIC on 3/3/25 and explained this to two different REMOVEDThe second rep advised me that a ticket was opened (ticket WRF-REMOVED) and that BASIC would cancel the check and redeposit the funds into our BASIC HSA. Once this was completed if we wished to transfer the funds out she explained the process to do so. She told me the process to cancel the check and re deposit would take 5 business days. I called BASIC again on 3/13/25 and was told by the representative this process could actually take 7-10 business days and the funds should be available in our HSA account 3/14/25 or latest 3/17/25.I called again today, 3/18/25, as the funds still have not been redeposited, and was told there is NO actual completion time frame for this request. Obviously this is not an acceptable answer. This is over $4,000. She hoped it would be fixed by the end of the week but that is not a guarantee. At this point I need the check cancelled and funds redeposited into our BASIC HSA account. I physically have BASICs check and cannot cash it as it is not made out to my husband but can provide proof of having the physical check.

  Business Response

  Date: 03/25/2025

  Hello,

  Check #REMOVEDmade out to Alight Smart FBO REMOVEDin the amount of $4.REMOVEDwas made out correctly as provided on the attached BASIC Distribution Request Form that was submitted to BASIC via support request WRF-REMOVED. Mr. REMOVEDwife, REMOVEDwas very clear on all her calls to our REMOVEDTeam that the reason that the check was returned to Mr. REMOVEDwas due to the new administrator's practices and procedures for transferring HSA funds to Alight Smart Choice as they require their form to be filled out. This is not as clear in the Better Business Bureau Complaint. The issue of the new administrator not cashing the check was not as a result of an error on the part of BASIC.

  BASIC has review all calls Mrs. REMOVEDmade to our REMOVEDTeam in which she asked what she needed to do with the BASIC check she has in her possession and how Mr. REMOVEDHSA funds could be put back in his BASIC HSA so that he could submit Alight Smart Choice Form to BASIC in order to transfer the funds to the new administrator in a manner acceptable to the new administrator. In reviewing the calls, BASIC representative(s) gave Mrs. REMOVEDan incorrect support request processing timeframe of 4-5 business days. In addition, Mrs. REMOVEDhad to give the same information she provided at the onset of the call several times to a couple of our representatives. These representative have been given coaching and re-training based on the review of the call(s). BASIC sincerely apologizes to Mrs. REMOVEDfor any frustration this caused and appreciates her kindness and patience throughout the calls.

  Work order WRF-REMOVEDhas been completed. Check #REMOVEDmade out to Alight Smart FBO REMOVEDin the amount of $4.REMOVEDhas been voided at our bank and the funds are now back in Mr. REMOVEDBASIC HSA account. We apologize for the delay in the 7-10 business day processing timeframe.

  Mr. REMOVEDshould now submit the support request online through the BASIC portal to transfer the $4, REMOVEDfrom BASIC to his new administrator. When he submits the support request he will be provided with the support request number which will begin with REMOVED. Please take note of the support request number. Mr. REMOVEDshould be sure to attach the new administrator's transfer form to this support request.

  Please let us know if you need additional information.

  Thank you.

   

   

   

   

   

   

   

  Customer Answer

  Date: 03/25/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.

  To clarify on BASICs response, I have never said we didnt initially initiate the transfer out, we did and I believe I said that in the complaint. I also didnt say that BASIC didnt do what they were told in regard to the transfer out, they did. We were provided incorrect information by REMOVEDregarding the transfer out process to Alight to begin with. So none of that is disputed.
  

  My only issue and whats been the issue from the beginning was the process in which it took BASIC to complete the ticket that was originally created on 3/3 for canceling the check and returning the funds. Then of course the subsequent follow REMOVEDand information that was given to me when I called. The REMOVEDI spoke with on 3/3 to fix all of this was amazing and she did give me all info I needed to ensure if we decided, which we will not, to complete it how it should be done.  Overall I appreciate them listening to all the calls and ensuring this doesnt happen to someone else!

  Regards,
  
  REMOVED