PayFlex Systems USA
Reviews and Complaints

Payflex is constantly denying valid claims and suspending my account. After submitting the requested documentation for a root canal & crown, they continue to deny the claim and are requesting me to re-pay my $198 copay. These are covered expenses and customer service is horrible. I will be notifying my organization of the horrible experiences I have had with Payflex.

Payflex Issue – I have had a Payflex account under TD Ameritrade (TDA) for close to 15 years. TDA was acquired by Charles Schwab back in 2020, but they left our benefits including Payflex intact. My 2021 TDA account was valid form 1/1/2021 until 12/31/2021. Sometime in late December the account was rolled over to Schwab Payflex. At the time I had a $0.00 balance, but was waiting on a credit back from a provider for an incorrect charge from 2020 that Payflex processed against my 2021 Account in error.

A $539.77 credit was applied shortly after 1/1/2022 to my old TDA Account. I tried to process my final claims from 2021 totaling 539.77 against the old TDA account and all were denied.

1/10/2022 - Called Payflex Customer Service and spent over 2.5 hours trying to resolve. (do not have persons name, but requested to speak to a supervisor and was told I would get a call back) Call back never came

1/12/2022 – Called Customer Service again and had to go through ½ hour explanation of the situation and was finally able to speak with a Supervisor (Sonya). Was told all paperwork to correct the issue was submitted to a Manager at 1;30PM and I should expect resolution by EOD on 1/12/2022

1/13/2022 – Still no resolution, so called back to customer service went through ½ hour of explanations again with Joshua. Joshua informed me that there were no notes on my account, only to find them Finally asked him to find Sonya. Joshua had no idea who Sonya was, but after approx. an hour of being put on hold he finally figured out who Sonya is, but she wasn’t available. He did put a note in the case for Sonya to call me back. Never received a call back

1/18/2022 – Another call to customer service asked to speak to a manager, but still was subject to 45 minutes of explanations, then started checking for a manager. Approx 45 minutes later I was transferred to Janelle. Was told that TDA Payflex accounts were switched over to the Schwab account team and they would need to address, but in the mean time I could pay my claims via the 2021 Schwab account that has no funds. I put claims in per Janelle’s request and they were of course rejected due to lack of funds, which are still sitting on my 2021 TDA account.

1/26/2022 – Check Web to see if the claims went through and they had been denied. Still no money reflected on the Schwab Account, but there is on the TDA account, but that is end dated 1/1/2021, so cannot process claims there

1/31/2022 – Called customer service again and was put in touch with Janelle, who escalated to the Schwab account team.

2/14/2022 After several more escalations via customer service I finally got a call back from someone named Joe (Schwab account team?0 Phone # was [protected] telling me that he had figured out the issue and I would see a credit to my Schwab account of the Balance from the TDA account.

2/15/2022 – Credit reflected under transactions, but not on the Dashboard as available funds. Left several messages for Joe at [protected] asking if I could now enter my claims

3/1/2022 – Submitted all claims via website after receiving no call backs from Joe. All claims again rejected several days later due to no Funds.

Refusal to pay 2 separate charges from 2019, thus freezing and holding my account contribution of $2600.00 of my own money.

I have discovered after being a very busy person that I did have funds to use however the account was frozen back in 2019 buried in what they disclosed were mail pieces sent.

When I went to use in 2021 I was told I could not after many calls. I found what was needed from the medical provider and sent them the diagnosis. They still stalled and suggested these aren't qualified and i need to send them to the insurance company.

The expenses were for $15.00 for two visits to a Minute Clinic when I had strep throat.

This should be simple. It's only $15.00 and it was a valid charge. I also tried to pay this back online and was on the phone with someone who said I could but she could not get this to work.

Once again making this a challenge for me (who runs a business with over 600 employees) to spend more time jumping through hoops. I know this isn't new. I know allot of people have this challenge. They've made their profit off of me already.

I find this business model fraudulent and cannot believe they are still able to keep my $2600.00.

Please advise where else I can take this issue. I will file with anyone i can including BBB, and consumer orgs.

Thank you

I use payflex for both my HSA and FSA accounts. Looking at the payflex website it clearly shows that i have $2750.00 in my FSA account for the plan year 2021-01-01 to 2021-12-31 and clearly advertises that i have until march 15 2022 to spend the funds and until March 31 2022 to file the claim. On feburary 18 2022 i a made a phone call to Payflex to see why my card was not working to pre-pay some of my Lasic bill. The attendance on the other line stated that the card will not work because the plan year has ended but i am still eligible to file claims for the previous year through the website. This phone call has been recorded by payflex and a manager confirmed they have the recording but refused to review it with me. I proceeded with my apt based on this information & have attached a screenshot of the payflex website where i gathered this information and used it to make my decision to go through with the apt. I then submitted a claim to be reimbursed from my FSA account but payflex rejected the claim stating that my plan ended in the middle of 2021 because i left my job. Payflex has not reflected these changes on the website and cannot point any communications surrounding this change. Based on this i feel they have failed their fiduciary duty to update information in a reasonable time frame leading to the loss of my funds. They do not have any documentation to back up what they claim.

Payflex obviously knows they are in the wrong and can be proven by the fact they have changed the website to now back their claims but this was only done after my complaint. I luckily have a screenshot that I've attached proving my statement.

I have a limited FSA through my employer with Payflex. The limited FSA can be used on medical bills once the deductible is met. I broke my foot on 10/7 and was hospitalized. On 10/14, I had surgery. The deductible was met on the 10/7 hospital stay but because the hospital system billed the claims all at once and was not processed on 10/29, they will not let me use the 2nd claim for surgery to access my money. They decided on an arbitrary date of the claims processed which makes no sense and allows them to profit by keeping unclaimed money. I just want the money that is mine and I met the conditions. I have the paperwork showing that I met the deductible and the coinsurance kicked in but they refused to process it.

The process is infuriating- the website and the app are terrible. My card is "suspended" due to my "to do" list saying "verify card purchase" when I click on the action item it then says "No action needed. This card purchase has been verified". I have called and both times reps are unhelpful and dont know how to resolve this. They then tell me to fax or mail. How about fixing your user website and apps? This is insane and so very frustrating.

September 2021 I had a dental implant procedure. I payed for the service with the PayFlex debit card. A few weeks later, received an email from PayFlex they rejected the claim and I had to provide additional information. I submitted additional information and that was denied too. The card was suspended and I can’t use my hard earned money deducted from my employer to pay for my healthcare needs.

Fast forward to January 2022. I asked the hospital who performed the dental implant for exactly what PayFlex said they needed to satisfy the claim. The card remains suspended and PayFlex has not responded to correspondence.

I’ve made a handful of calls to the call center without resolution. I’ve request to speak to manager t without any escalation beyond the repressive level at the call center. Not sure what else to do so here I am filing a complaint.

The worst part is, almost 2 years ago, I had the same procedure on a different tooth and the documentation submitted was accepted by

Modern-day organized crime. I will never use this company ever again. They suspended my 2022 payflex card citing a charge from 2011! Unbelievable I don't have records nor does the MD office. Now they want me to pay $523.00. Forcing me to pay twice? I do not remember anything about this charge. This was my money in the first place. My card is constantly flagged. I am so angry.

Services I am complaining about the services. Open enrollment with my job started in November 2021 January 1 week of January 2022 I noticed I haven't received my card I have been calling every week sometimes twice in one week sometimes three times in one week and I continue to get the same thing first off they sent it to the wrong address my card they told me that it would take 10 days 10 business days OK bye every week when I spoke with someone they would tell me that they're sending it out they're mailing it out there mailing it out today is 25 January 2022 I received a card yesterday January 24, 2022 I tried to activate it I called come to find out they have the lock that card in issued another Wing out why I don't know they said that I call asking for a card I said I called every week actually axing for a card and yet I just received one yesterday 24 January I'm calling today the 25th come to find out they have locked it I cannot use it this is the car that they sent out in 2021 December so if it's supposed to come to me in 10 days come on now you do the math it obviously takes longer than 10 business days and I need my car money is coming out of my check for this card and I have yet to be able to use it so if I use my money if I don't take him for a day or taking so long to give me my card just imagine how long it's gonna take for them to reimburse me this system is freaking screwed up it sucks and I'm gonna complain to my employer so they will go with Another company cause this one here is not working at all it is full of crap and the people that's dri off the freaking screens.

Setup to make it difficult to access your funds. Starts ok, beginning of year, then they lock your account and want "proof" of a medical charge, more often than not a medical doctor office expense. Their system doesn't allow you to upload it into their website, calling in to support is almost impossible and then when you talk to somebody they are unknowledge, unhelpful and don't know (this is repeated). You ask for a supervisor, they can't transfer you, or won't but say one will call back in future (this has never, ever happened). This is all done on purpose, if you don't spend YOUR money by set date, they get to keep it. The company is a con, trying 100% to steal YOUR money. Impossible to contact anybody at the company to discuss, thus 100% you know they are doing this as a con.

This company does everything they can to try to keep your money.
They paid on a supposed 2020 bill with 2021 funds. Blocked me from being able to use my 2021 funds. Now they want me to pay them back for the ?2020? even though they stole my 2021 funds.

Extended wait times. Staff is not knowledgeable enough to overcome any issues presented independently. Placed on hold for 15+ minutes with no new information or solutions given when representative returns to call. There are many hoops they will make you jump through before reimbursing YOUR money for FSA. I spoke to a leader who confirmed that any funds not approved go directly to them for "administrative expenses". AKA, right to the companies bottom line. A literal direct company benefit to deny claims and profit from their access to your pre-tax, earned income... The FSA option was meant to help families get a portion of their money spent on childcare tax free. Payflex is a company that exists to make money off of those families who are knowledgeable and fortunate enough to have that option...

I have a flexible spending account with PayFlex. I have tried to login to my account and I'm having problems. The number I was given online is no longer in service. I looked up several other numbers. When I called those numbers, I have been on hold for an extremely long time. I even tried to call Aetna, the parent company and also my medical insurer, and I couldn't get through to a live person. This is totally unacceptable customer service. I'm starting with a complaint with your organization and I will look for other complaint avenues (including government agencies) if I can't get through.

Bradford Buck, email: [protected]@gmail.com, cell phone: [protected]

I tried to log into my flexible account, and I am not able to log into it even with the correct user name and pass word. I called several times and also emailed several times.

I also followed the instruction to reset my pass word and security questions three times, yet My issues has been not resolved. As a customer who put money into my account for medical expense, yet not being even able to log into my account!

It seems that the settings made so difficult for the users/customers, which I felt ridiculous. I have been trying to get helps from so many customer supports agents and from emails, feeling wasted so much time on my side, also Payflex stuffs' time, yet the problem is STILL THERE.

PayFlex offers investment option and chance to re-balance portfolio. Having done this is the past expected re-balance in Nov 2021 to happen as well. The web site says:
"One-time (rebalances on the next trading day, but it won't change or cancel your current rebalance plan)"
After 3 attempts and a week of waiting re-balance is not done. Daily calls (5 calls one a day Monday to Friday) to PayFlex to have their customer service rep walk me thru the process the re-balanced has not happened. Eight times now I have seen the web page report "SUCCESS..." for re-balance and 8 time not seen actual re-balance.

The reps have promised to have supervisor call me back 3 different times, still waiting. On Friday rep Shantel did says a case had been opened with IT on Thrusday and it would take 3 to 5 more days to resolve.

I put in my notice with the company I was working for at the end of July 2021. I tried using my card for expenses incurred after my last date of employment and my card was declined. I called the customer service number and they explained to me that my account/card was terminated on the last date of my employment and any remaining funds($352) was forfeited.

These are funds that I deposited via payroll deduction but yet they are keeping my money because I no longer work for the company. To me their practice is very wrong and fraudulent.

Payflex deposited my dependent care contribution of $575 into my FSA account. I have been trying to get this corrected for a month now. The people I speak to on the phone keep sending emails to the account managers for JPMC and they are not responding or doing anything to fix the issue. This not only is causing me to be out the reimbursement from my dependent care of $575 but is now also causing my FSA account to be over funded. It is ridiculous that these account managers are so unresponsive and unwilling to do anything also that the people I speak to on the phone have no idea who their supervisor is so they can even go over the account managers head to try and get something done. Now I have to call back with JPMC's HR on the phone to try and get this simple correction done. This is the worst service and I hope after going through this along with complaining to JPMC regarding PayFlex's lack of response and helpfulness with this PayFlex error something with be done to hold these account managers responsible.

Payflex is denying my HRA claim because i used 2021 funds for a 2020 expense. I have a 1700 dollar medical bill that i am desperately trying to pay down and i used the money to pay an eligible expense. Nowhere on the payflex website does it state i cannot use the funds to pay a prior year expense. Now they suspended my hra card and are harassing me to pay back the money. The customer service reps very annoying and unprofessional The money was used for a eligible and legitimate medical expense. You would think i used to for something illegal.

After several attempts, I am unable to create a profile for my HSA account. Not impressed with the mobile app. Reviews were not good. Therefore, I am unable to use my card and am STILL being charged a monthly fee. So I want to be reimbursed for $960. 28. The login process is not accepting my information no matter how I submit it. I DON'T NEED ANY MORE STRESS IN MY LIFE