PayFlex Systems USA
Reviews and Complaints

PayFlex is so frustrating. On hold for over 70 mins.

I have a charge that I’ve submitted everything they have requested. The letters I’ve received say that it’s not a proper charge and if I don’t pay the money back (they never reimbursed me) then they will notify the IRS that the amount should be considered in my income.

Ok. Do that, please! Do it and reactivate my card!

I’ve quickly taken the approach to submit claims one at a time and request a mailed check. How much waste is that costing PayFlex? I will continue this process until my card is reactivated.

There is two payments for $312.18 on May 04 which says ‘cancelled’ and the same amount on May 16. When we called Payflex representative said they have nothing to do with the debited amounts. However when I called KP.org they said they directed me back to Payflex to ask that the May 4th amount should be refunded. I am requesting Payflex to put back $312.18 for the transaction that says 'cancelled'. Payflex cannot take two amounts for ordering one prescription ONE time. This is unfair.

They are absolutely the worst health and dependent care reimbursement processing company I have dealt with in the last 20 or more years that I've been using the programs.

Your card gets suspended for any reason including for medical payments made at doctors offices, clinics, etc. that are not in-network for your insurance provider, event though you submit receipts and paperwork explaining services provided a number of times. It ridiculous that I have $2600 left in my accounts towards with three months left toward the end of the year when I have sufficient claims that they refuse to pay out. The most ridiculous was dental work done on right side of my mouth which they reimbursed me for the previous month but when I went to get the left side of my mouth worked on the next month, they refused it with the same description from the same office with the same documentation and receipts.

I will definitely rather pay the $500 or so in saving from taxes directly to the IRS rather than deal with this headache if my company insists of remaining with this company they switched to during the pandemic to save money. They already caused me to lose $3000 in parking reimbursements from the previous year! They cannot be trusted.

The company suspended my documents over wanting an EOB for a copay. It is so ridiculous. I hate their website, it always says my password is wrong even with the correct login. You can never get an agent and have to wait a long time. I need my card, and it's my MONEY. Thieves. I have called, and it's difficult to get an agent. I have to go and do the legwork, get the receipts to call these people to prove I used my OWN MONEY. I am still on the line trying to talk to someone.

I have submitted all the claim document months ago but yet i am still getting threatening mailers and demands to send them money. At this point this is a scam to have you send them money when all the required documents have already been submitted. They have already threaten to disable my card i am fine with that as long as they can stop withdrawing' money out of my paycheck. If they can't be bothered to read the claims documents then why send threatening mailers to get more money. At this point this is nothing but a scam and this company should be reported.

My FSA was switched to Payflex through my employer over a year ago. Since the switch I have not received a debit card. Ive called multiple times, have been on hold for over 2 hours at a time with no resolution when I do get a hold of somebody. 3 times they said they sent out a card with the verification of my mailing address. I cannot activate my FSA without the last 4 of my debit card, resulting in my inability to use my account. With this type of account, if I dont use the funds in lose them. This is essentially stealing my money.

For the record, it is July 12th, 2022. My current Payflex fsa account has been frozen due to alleged undocumented items from 2019. 2019! This is after I finally settled 2022 claims by submitted documentation THREE TIMES to get them to release my funds. They always screw this up. Who do I complain to in order to unfreeze my account because dealing with them is obviously not working.

I submitted claim on 3/15 2022 the doctor over charged I turned in all the paperwork, payflex said they over charged the doctor sent in the over amount I got the new paperwork from the doctor sent that in Payflex said they could not read it I sent it again it is now June Every time I talk to customer service I get a different answer

Now it is July and they still have not done anything and I can not get a straight answer from anyone

My card is still suspended

My companies runout period runs from 2/1/2022 to 4/15/2022 (plan year ended on 1/31/2022). I have approximately $970 still left in my account. My wife had dental services done on 4/7/22 within the grace period. I submitted a claim request with an EOB from my insurance provider. My claim was denied sighting that the balance had been transferred to my new administrator. I called PayFlex twice and was told to call the new administrator. The new administrator does not show any transfer. My reimbursement should have come from the PayFlex account since it was money paid to their account but I've got no where from Payflex. Can you help?

I recently changed employers in mid-April 2022. I opted in COBRA to continue my previous employer's medical insurance with Aetna because I didn't want to go through the hassle of prescriptions, procedures, and appointments with my current physician. I paid the premium for May 2022 and until today (June 20th, 2022) my Aetna insurance is still inactive. I've reached out to Payflex and Aetna multiple times and Payflex keeps telling me that they've sent my information and to give Aetna three to five business days to update their system. I just paid (Payflex) for the June 2022 premium. By July 1, 2022, my new employer's medical insurance will start.

My prescriptions need to be refilled and I've missed taking them for 3 weeks now. I just got billed for a procedure that wasn't covered by Aetna and I've rescheduled multiple appointments with my doctors.

Employers who might be looking at PayFlex to provide services for your company : PLEASE DO NOT! Their incompetence will reflect badly on you and cause you to lose good will with your employees.

PayFlex cannot get even the simplest things correct. The most recent example . . .

My password expired. With most websites, changing a password is a simple process, right? Not with PayFlex.

In my case, their system did not recognize my IP address so I had to go through an extra verification step of entering the last four of my SSN, received a code via email, entered it at their website and moved on to change my password. Except the website circled me back to the IP verification process again. Did that again. And again, can't change the password until I verify the IP address.

Gave up. Called PayFlex directly. They verified all of my info -- including home address -- but because I didn't have part of a number from a card they sent years ago, they would not reset my password or provide any information about my account. The only option is for them to mail another card to my home address and only when I have that in hand will they help. And yes, I posting this in the 21st, not 20th century.

I do business with PayFlex only because I have no other option and am angry with my employer for choosing a company that is clearly incompetent at the most basic levels, especially when there a LOTS of negative review here and elsewhere.

Again, PLEASE do not do business with PayFlex.

On May 31, 2022 at 9:17 am I spoke to an Agent by the name of Nate (Nathan). I was explaining the situation regarding "Urgent Action Needed" email that I received. Nate was rude, he kept speaking over me would not let me explain the reason for my call. When I asked him to let me speak to another representative or supervisor he still continued to speak over me and ignore anything that I said, finally he said that he would throw me into the Q, then came back to the call only to have the last word. This is unprofessional behavior and disappointing that this kind of behavior is tolerated. He is a "Thinks he knows it all" even before the situation is laid out. The representative I spoke to after Nate, Kelly showed outstanding professionalism. Listened to the issue then told me how we will go about resolving the issue.

Never again with this joke of a company! I had to bring my child in for stiches at the end of the year and went through the normal process with insurance and paid my bill with the payflex card when I received it which was in the next calendar year. A few months later I go to use my card and it's locked. So I go on and they want an EOB which I send to them. When I call to see what's going on they tell me I have to pay back the money because it happened in a previous year! So now my entire years contribution is being held hostage because I used my card as intended and because of a loophole and me not forcing the billing process to magically happen before the end of the year I'm stuck footing the bill for exactly what I have this card for. Fool me once Payflex, shame on me. Never again and I will be singing from the rooftops to inform all employees of this scam of a company.

This company shows a lack of competence, requiring it's customers to jump through hoops. I was told that I needed to pay money back or send documentation of claims. I immediately printed and faxed the Explanation of Benefits from Anthem, as Payflex requested. They refused the documents, as they stated that they did not have the dates on them. The dates are clearly marked on the first page of each EOB, along with my name, address and total amount of the bill. The pages that follow each set, detail what was done. The date is in approximately 14 font, so it shouldn't be so confusing for them and I am sure they have seen Anthem EOB's before. They resubmitted it to a Resolution Department and they only approved a couple of them, still stating that the others have no date and that I have to pay over $200 back of my money! I have now circled the date and put arrows and marked them "date of service". I also circled the amounts that are in approximately 18 font, to help them. The woman I spoke to, prior to me resubmitting the circled documents was loud, rude and condescending. She kept saying. "YOU DON'T UNDERSTAND, THERE IS NO DA

I have previously used flex spending accounts with other jobs that were wonderful. Payflex flex spending was the biggest headache and waste of time I have encountered. you put YOUR money on the account and then they refuse to cover YOUR medical / dental expenses, repeatedly asking for paperwork that you cannot get and then have the audacity to want you to pay them AGAIN. When you already paid them out of your paycheck. I will tell everyone I meet NEVER to sign up for this fraudulent BS.

I made two payments using my PayFlex card for two transactions that occurred in 2021. My PayFlex portal had an urgent action required pop-up, so I called the customer care line on the 03/31/2022 & an operator named Josh explained that the payments were done via the FSA account even though I intended them to be processed via the HSA account, & that they were rejected as they were processed via the FSA account. He further advised that I should make requests via my PayFlex portal, & I shared my screen with him, & he guided me through the process. He said that the payments should be done to the relevant two parties & like he advised I entered the direct details & addresses of the two merchants. He also checked the requests I made & assured that the issue will be sorted within 5 business days. As the status of my PayFlex account did not change, I called again on the 04/06/2022 & I got in touch with an operator named Kevin who told me that there was an issue with the system. He said he will open a ticket & gave me the ticket number as 453235 & said that this issue will be resolved within 5 business days. Then I received a letter saying that my PayFlex card was disabled, hence I called the customer service again on the 04/21/2022. The agent that answered this time was Jaquisha & her employee number was N826516. I had to explain everything to her again like I did with Kevin & once I gave the ticket number opened by Kevin, Jaquisha said that she could not locate it in the system. Thoroughly frustrated, I again asked Jaquisha to help me resolve my issue & she created the ticket R3-457443. She further promised that she will call me within a week to inform me of the status of the ticket created & I did not receive any call yet from either Jaquisha or Kevin. As the status of my PayFlex account hasn't changed, I contacted the customer service again on 05/19/2022 & an agent named Courtney (A599000) answered. She said that an update was received on the first week of May, but I was not informed of it until I called & asked why the status of my account is still the same. Then Courtney explained that I was never supposed to request to pay to the merchants directly via the portal. She also said that I had to contact the merchants & ask them to refund the payments back as they were duplicated. I told her how I was instructed & guided by Josh on the 03/31/2022 to make the payments directly to the merchants. This was rather tiring & frustrating because this was the 4th time I had to call & explain the situation. I had to stay on the phone while Courtney contacted the merchants & got the confirmation about the refunds being processed & then she also advised me to mail the checks to the Lexington Flex Department once I receive them. This issue has been going on for more than 3 months & I am extremely disappointed about your service. How can I trust you to h&le my funds when you cannot even locate a ticket number created by your own agents? Also, when one employee recommends one process another one completely contradicts it by saying that it was the wrong way to do it. Where is the reliability? How come there isn't one way to sort issues? If your own employees are clueless about sorting such issues, how do you manage people's hard-earned money with reliability? I am unhappy & tired of explaining your agents again & again about these two transactions. Resolve this immediately. I do not have any more time to waste on this trivial matter anymore!

This company is unfair and incapable of supporting its customers. It should get 0 stars. They have rejected three times a claim for dependent care reimbursement of my own money I paid for my children's daycare, because the receipt was not showing separate costs for each child, but had a total bill for both children for each week. What their hypocrisy is is that 5 previous times they approved claims with receipts with both children on them, and all of a sudden they cannot now. I called and they gave me false instructions how to submit another claim, and explain it is for two children. There is not such place to leave a comment. So they also lied. Finally, I requested a call from a manager, they sent an e-mail they will call back in 1-2 business days. They never called. This is the WORST company I have to use due to my employer. Otherwise, I wish they did not exist and I wish they go bankrupt.

PayFlex has over 1200.00 of my monies I contribute to the this plan thinking I could use it for out-of-pocket expenses when visiting the doctors, all of my claims have been denied because I needed to see a dermatologist for cradle cap which I developed by wearing the a mask during this pandemic. I turnedin/submmitted my EOB and prescription receipts and was told that there in thea plan my company should have given me information explaining what is covered and what is not. Knowing this now I would have never opted to have my money sent to this company with all of these restrictions they have set in place. I'm no longer affiliated with Payflex but as I mentioned they have over 1200.00 of my money I can not get access to. Please if there is a class action suit I would very much like to be a part of it... This is downright stealing...

Beware and do not sign up for the payflex health care account. For two years, I put in hundreds of dollars which I never used. I decided to close the account and they refused to give me back the money. It was finally agreed that they would send me a, debit card for 500 dollars which is only 30 percent of, what I had contributed. Well, when I tried to activate the card, it refused the activation. When I called customer service, they had deleted the account. You are better off to just open up a personal checking account for medical expenses. At least you can get back your money. This company is a ripoff.. Beware!

Every single claim I have ever paid with this card is denied and I have to pay it back, and spend hours on the phone with providers getting more and more personal health information to payflex to try to get them to approve a claim and release suspension of my account. Payflex is absolutely HORRIBLE! demanding PRIVATE personal health info and test results before they will pay. HIPAA DOES NOT APPLY TO THEM! THEY WILL SELL YOUR PERSONAL, PRIVATE INFO! RUN AWAY FROM PAYFLEX! Demand your employer find a different flexmed provider that does NOT excercise FRAUD like payflex