PayFlex Systems USA
Reviews and Complaints

25 June 2018
Dear Payflex,
I am writing to tell you how unhappy and dissatisfied I am about the process and the outcome of my reimbursement from my Payflex account. I wish to file a grievance/complaint and a request that you review my account reimbursement submissions.
I submitted my Payflex-related medical and dental receipts in January 2018. I did not receive any communication from Payflex for six weeks. When I finally contacted Payflex, I was informed that my claim had been rejected because my documentation lacked either my name or the date of service. I was also told that an email had been sent to me previously to inform me of the decision, but it had not. I lost valuable time due to this miscommunication.
So, working under a considerable time constraint, I physically visited my doctor's and dentist's offices and obtained more detailed receipts and resubmitted my claim. Some of these receipts were accepted and I then received a check for $110 of the $300 I had set aside in my Payflex account. Upon my calling Payflex again for an explanation of the rejection of some of my receipts, I was told that because my dermatology receipts included both medical and cosmetic procedures, they were all summarily rejected.
I then recontacted Payflex by phone to ask if the medical procedures were separated from the cosmetic procedures, could I receive the rest of the money I had set aside in my flexible spending account. At that point, I was told no, the deadline for the claim had already passed. I asserted that I had already submitted my original claim and a second, more detailed set of receipts, as requested, before the March 31st deadline. My third submission of receipts could separate the medical procedures (which are reimbursable) from the cosmetic (which are not), since Payflex had rejected some receipts in my second submission for that reason. I was told that the resubmission would not be considered; the deadline had passed.
Thus, I have lost $190 to Payflex. It is my money; I submitted the claims in good faith, and tried to follow each successive request from Payflex to retrieve the funds I had set aside in my Payflex account. I am very angry with both the process and the outcome of my dealings with Payflex. I had been warned by a colleague to be wary of Payflex; she had lost her money several years ago. If I cannot resolve this in a way that is satisfactory to me, I shall never utilize Payflex again and will join my colleague in warning others not to use Payflex flexible spending accounts.

Dr. Sharon K. Davis
Professor of Sociology and Criminology
Department of Sociology and Anthropology
University of La Verne
1950 Third Street
La Verne, CA 91711
[protected]
[protected]@laverne. edu

I received a notice from Payflex that my card was suspended for lack of submitting required documentation. I know that I faced the requested documentation months ago.
When I called to speak to someone about this, I was told the documentation I said I faxed was not found.
I replied that I sent the requested itemized receipt in lieu of an EOB, which I hadn't yet received from my insurance provider. On further inspection, oh yes, I see the itemized receipt but we still need the EOB showing final amount.
Payflex, you need to be more clear in your communication to customers. Sending me THE SAME letter over and over doesn't let me know what you need...especially when I already sent the itemized receipt which is one of the documents you state in your letter is acceptable is no EOB is available. If you want/need something different from me, you need to let me know what you've received and why you now need something different from me. Just a bit of common sense communication goes a long way. You also need to communicate if I receive a check (for over payment) made out to me from my provider, I need to reimburse Payflex for that amount. I'm happy to comply with your requests but I'm not a mind reader.
I decided to try Payflex this year but because of very poor customer communication, I will not use the Payflex system again!

I am beyond frustrated.
Since April 6, 2018, I have made NINE phone calls trying to settle six unverified charges.
On May 10, 2018, I spoke directly with Alex, a supervisor. Some progress has been made, but
all issues have not been settled. She promised to call me within five days when all was settled.
I have received no such call.

I've spoken with
Angle
Regina
Paige
Jessica
Karina
Karen
Pat
Regina
Jove
Alex

Here are a few issues I have encountered:
- I have made nine phone calls to PayFlex support seeking help in
providing documentation for unverified charges.
- difficulty matching charges with PEIA EOBs.
- had to ask for a supervisor while speaking with a rude employee
- submitted five EOBs, only two were accepted
- I received NO notification that three EOBs were not processed.
- PayFlex routed three of the EOBs improperly in their system
- In trying to clear the problem just mentioned, I was told incorrectly to resubmit the EOBs.
Not only was resubmission not necessary, I was given the wrong process for resubmission
- Repaid one charge for which I could find no EOB. Payment was received and
credited, but the unverified charge was not cleared from my account
- I'm consistently told, "I have no idea what went wrong."
- My account is still frozen

If I had a choice, I would not use PayFlex.

I'm looking for every opportunity to let others what a
difficult time I'm having with PayFlex.

They have multiple problems from management to structure. I have had set up FSA accounts with them through my employer since 2015. My experience with them has been a nightmare! Incidents just to list a few below.
1. Their attitude seems to be choosing not to pay for claims so the money in the savings accounts will be forfeited and they maximize their profit in a despicable way. They give you so many hoops to jump through so you can never finalize your claims in time.
2. I claimed my benefits of 2015 in 2016 a few days before the deadline. I specifically requested to claim it from the savings from 2015 but instead, they paid it from 2016. That caused the waste of my balance in 2015.
3. The claim system is extremely not reliable or perhaps the people on the other end are not reliable. Once the receipts were uploaded and it said uploading successfully, you would think they will receive the documents. Eventually, they said they had not received them. That makes you wonder if they indeed did not receive the documents or just claimed so.
4. Representatives can't get things done as they promised.
5. Lots of mistake in the system. For example, they have the benefit period listed as 1/1/2017 to 1/1/2017. Does it even make sense?

In conclusion, I had a bad experience with them. I am so surprised that they are still in business and torturing all the employees who try to file a claim!

Claire
email address: [protected]@gmail.com

Payflex makes it very difficult and slow to find out how many funds are left in one's HSA account as one approaches the end of the year. Of course, for them the benefit is that, if you don't know you have funds, you won't spend them and, from their point of view, "IF you don't use it, you lose it."

Nice sleazy philosophy of business, and it is all legal. They never inform you of your outstanding funds, because it is in their own financial interest not to.

In the future, I'd rather take my full salary rather than allow these "tax free" dollars to go to PayFlex. I'd rather give the money as taxes to Uncle Sam, with the ever so slight hope that they might be used wisely, rather than the certainty that they will go to the owners nd executives of Pay Flex.

Payflex sent me a notice in July 2016 stating that I had not accessed my account and must log in or I risked having the account closed. I immediately logged in on the site.
They sent another notice in October stating the same thing, so I logged in again.
In January 2017 they notified that escheatment had been begun and my account closed. I called and was able to get the funds returned but was told that I couldn't open a new account. For some unknown reason my logins didn't count. I received a check for the proceeds and my tax accountant advised me to hold the check and try to have my employer open a new HSA. Repeated calls to my employer and Payflex were unsuccessful.
The tax liability will make a big hole in my savings, which is hard when you're retired. This is very poor service on the part of Payflex.

WOW, PayFlex is absolutely the worst FSA/HSA company out there. I'm having access issues to my online account, to where I need to request for a new username/password, and there's no way for the customer reps to track the ticket, follow up, escalate, or even talk to IT about this. All they can do is submit the ticket, and wait for IT to respond. I've been trying to set up my account for over a month, and now they're telling me that every ticket (time I call) that they submit overrides the previous ticket, which essentially means I have to wait another 3-5 business days for them to actually work on a ticket. Is this the worst IT system out there or what?! All I'm trying to do is for them to create a username and password for me. It's my money in my own HSA account, and they're holding it hostage! DO NOT USE PAYFLEX, and if you do, spread the word that they are terrible!

Payflex stole the $3, 679.14 I had deposited into my accounts there! I had $3, 679.14 paid into my health care FSA and dependent care accounts for the year of 2016. Health care and dependent reimbursement claims for 2016 are due anytime up until Jan. 30th 2017. My employer suddenly went out of business mid year.. (300+ employees immediately terminated via one email on a sunday night) A few weeks later (Oct 2016) I filed a dependent care claim to payflex. Payflex denied the claim stating that it was because my employer was out of business and that they did not have to honor any of my claims I make now. The $3, 679.14 were funds I paid into the accounts out of my own paycheck / income. Payflex is steeling $3.6k from me. What a terrible, terrible company!

I am so sorry I ever agreed to sign on with this company. I've had multiple situations where I have not been able to obtain reimbursement of MY MONEY because, even though I upload my dentist's description of services rendered, they keep asking me for the same paperwork again. I even sent them a certified letter, but never received a signed US mail post card back. They make it very difficult to get back your own money. Oh, and I see that now you can't get most OTC medicines unless you have your doctor sign off on them. So I can't get a simple expectorant medicine like Robitussin without having to schedule a visit with my doctor. What a crock! People DO NOT sign on for a HSA with this crappy company. Add me to a class action suit WHEN it happens!

It is shocking that a company this inept is still in business and they hide behind a veil of "compliance with IRS/regulations on HSA accounts". My husband and I have had only headaches and increase in blood pressure with this company. We've had this company on/off for our FSA for past few years. Few times, I deliberated not having a FSA because I knew it'd be PayFlex however succumbed to my sorrow. I've had Discovery Benefits thru a previous employer and never had the headaches that I've had with this Payflex. They are constantly requesting receipts for ever service but worst than that is that I'd fax and upload Explanation of Benefits/receipts and they'd conveniently not be received by them. Therefore Payflex would lock our account and next time we needed to use it, was a hassle. I've learned to keep all documentation's including fax confirmations to retaliate. Have had to take issue back to Human Resource several times. I just wish they'd change companies. Finally, to top it all off, 2 days ago, without any email alert or any information in our site, Payflex locked our card so my husband could not make a payment at the dentist's office. My husband called them and was told it was due to a $38.20 over payment from March 2014. Mind you, this is January 2016. After several and lengthy calls to them, they were able to release card to make payment to said dentist but not for future payments. Today, after 1 1/2 hours on phone w/ Customer Service and a manager, none of which were able to explain where this over payment has come from, nothing was accomplished. My husband will have to take the issue to his Human Resource tomorrow along with the documentation that I have saved from 2014. It's ridiculous that we have to defend ourselves from this company that holds our monies hostage. My sentiments are the same: I wish there was an option to give Payflex no stars!

I have had ongoing issues with PayFlex. They are the most incompetent company I have ever done business with. For 7 months, they have continued to send me letters about an overpayment. I have submitted my child's orthodontia benefits statement/plan multiple times. They continuually lose it. I've filed it as a claim and faxed it multiple times. Still they don't acknowledge they've received it. I have spent over 15 hours of my life on the phone with them on this one issue. Each time I call they give me a different response. Once they said their computer system is malfunctioning and they can't get it to stop sending me letters. I call again, and they tell me to send in my orthodontia benefits/plan. I call in again and they tell me they had me enrolled wrong with by benenfits starting one day and ending the next day. Each time I call a different story. Nobody is competent to help me with my problem. This is one of the most frustrating experiences of my life. I will never, ever, ever, ever deal with with PayFlex again. If my employer covers it, I would rather pay for all my expenses rather than deal with this company. It is not worth the time and emotional strain. I am talking about calling them ever 2-3 weeks for 7 months with no resolution.

I would like to know how to file a legal claim against Payflex. Money is deducted from my payroll that goes to payflex. They then send me a commuter voucher check to pay for my monthly PACE vanpool. In August, I did not receive my voucher to pay the September bill. I called them before the first, they said call back after the first. I called back after the first, they said send in a claim form, buy another pass and send in the receipt. I explained that I don't get a pass or a card. It's a monthly bill that works like a utility bill, there is no receipt. I sent the claim form with this same explanation. They denied the claim stating I must have a receipt. I sent the pace statement showing my September payment and my canceled check showing front and back. They still denied it saying they did not receive it by the 10th. I think they were making excuses not to refund my money. I paid twice for the month, once to payflex and then out of pocket to PACE. An now Payflex will not give me my money back. They are ripping us off at will. Something needs to be done about them!

On 9/9/15 I selected to continue Cobra coverage on-line via the PayFlex (HealthHub) portal, and the amount shown was incorrectly stated. My separation agreement clearly states that my previous employer, Iron Mountain, will continue to pay the employer portion through 7/21/16 and I am responsible for the employee portion. PayFlex indicated that I was responsible for the entire cost of health care benefits.

The site also stated that it was not necessary for me to make payment at the time, and I had 45 days to make a payment.

On 9/1715, I received a letter from PayFlex Systems USA, Inc (dated 9/10/15) stating that since they did not receive payment, my benefits were suspended until full payment was made.

On 9/18/15, I contacted Iron Mountain and confirmed the correct payment amounts, and was told that PayFlex sent me incorrect payment coupons.

On 9/18/15, I used Quicken to send 3 checks to PayFlex, covering August, Sept and October 2015 charges. The checks are scheduled to arrive on 9/24 and I shared the amounts and check numbers with PayFlex.

On 9/22/15, I went on-line to Cigna Tel-Drug to renew 6 prescriptions for my wife, who recently suffered a heart attack, and found that my insurance was suspended. I then contacted PayFlex and was escalated to a Supervisor (Shana - employee ID A639055) and explained the entire situation. She told me that she could not reinstate my coverage until PayFlex received the payments, even though PayFlex caused the delay by sharing incorrect costs via the payment coupons and payments for August, Sept and October 2015 were in route. She suggested that I pay for the prescriptions out of pocket and seek reimbursement after payments are received. I let her know that this was not an option because I do not have the physical prescriptions to renew. I use Cigna Tel-Drug, who has possession of the physical prescriptions. I also explained that the medications are for complications due to a heart attack, and are not items that my wife can do without. I asked to speak to a Manager or her superior and she told me there is NO ONE that could/would speak to me that is above her. I asked a second time to confirm and she told me I could send a letter, but there was no option to escalate via phone or email, even though PayFlex initiated the problem through their billing error and this is a life-threatening situation. She told me if I made another payment to bring the account up to date on-line, she would forward an urgent reinstate request to Cigna, which she told me will take between 24 and 48 hours. With no other options, I made the payments for Aug and Sept again (on line) and am now waiting for reinstatement. My wife of 27 years will run out of heart medications tomorrow, so I'm not exactly sure what we will do. I guess we will need to contact her 1. Surgeon 2. Heart Specialist and 3. GP and attempt to get new prescriptions written and filled post haste.

IF YOU ARE AN EMPLOYER CONSIDERING USING PAYFLEX USA, I STRONGLY recommend choosing a different option.

I made a purchase back on 7/11/15 at a Walgreens, and as I was walking out of the store and looked at my receipt I noticed that some of my purchases could have been applied to the FSA acct. So, I go back in and they were going to refund my debit card the whole purchase and then charge PayFlex what could be paid by them and the bal. to my debit card. Well, Walgreens made the mistake of giving the refund to PayFlex instead of my personal checking acct. (debit card)! PayFlex is refusing to give me back this money - THAT DOES NOT BELONG TO THEM! I understand that Walgreens made the mistake, but they can't go back in and get the money back either! I'm not making a purchase! PayFlex said I could just just this towards medical expenses! You don't understand, we have that money deducted from my husband's pay check each pay period...that is MY personal money and you should give back what DOES NOT BELONG TO YOU! They said they couldn't do that. Yes, you can! You know it was a mistake! There's proof! This is not the first time we've had issues with them. They have the very worst Customer Service I've ever experienced with any company. The supervisor would not let me talk with any higher ups, after I asked SEVERAL times! "Vanessa" said that there wasn't anybody else I could talk to. I talk her that there was her boss, and she still refused to transfer me or give a number to call someone else.

I submitted EOBs to Payflex (administrator of my company's FSA) which were initially rejected, with a comment saying that I needed to submit the EOBs (which I already did). I filed an appeal with the same EOBs resubmitted, except this time I highlighted the amounts on the EOBs and wrote THEIR claim number on the EOBs for simple cross reference, chalking it up to a simple initial clerical error. In the appeal reason section, I put my explanation as well as my phone number to contact me if there was ANY additional information they needed to process my valid claim. After a week, I went back on the website and found that my appeal had been denied for the reason listed in the initial denial. No other explanation, no call, nothing. So I called their help line. It is a circular mess that takes 5+ minutes to get to a live person. They ask you to choose from a menu, including "Claims submissions" and a bunch of other completely unrelated topics. When you choose claims submission, they ask if you have submitted a claim the past 48 hours and if you say no, it takes you back to the main menu. If you say yes, it tells you claims should be processed in 48 hours. Finally I just waited and didn't dial or say anything, and it eventually took me to a live person. That live person was able to look at my account and determine that I had done everything right and she would resubmit it "as is" with a note to contact me if there was ANY problem. We'll see what happens with that. I am just a few days til the end of the year, and if I don't get all of the money in my account spent by 12/31 (MY MONEY THAT I PAID INTO THE SYSTEM!) I will lose my new HSA for the first three months of next year due to federal guidelines. Either way, their appeals process is an absolute fraud. I am heavily considering contacting a lawyer, and will definitely do so if I lose my ability to contribute to my HSA next year.

I have read the reviews and here's my opinion. Those of you who are backing PayFlex this is for you. I've been a member for 6 months and I too am dissatisfied with the level of service. Their website is uninformative and difficult to navigate through, and the customer service representatives are uneducated. I realize that the laws have changed and not for the better. Some network providers won't provide the correct information for you to submit to PayFlex and if you submit what was given to you I think PayFlex should be responsible in chasing down the correct documentation. If I go and have my eyes examined and VSP doesn't provide an EOB, my claim shouldn't be denied because of it. I've submitted what the network provider given to me and PayFlex should contact VSP for the correct information and the claim should be honored. I also think it's a way to earn revenue annually by denying all of these claims so they can keep your money at the end of the year. I have $349 left and I hope that they honor my last claim and after December 2014 I'm done with PayFlex!

Jim Portale
11 Bluebeard Way
Waretown, NJ 08758

PayFlex Systems USA, Inc for
Anheuser-Busch
PO Box 2239
Omaha, NE [protected]

Oct 27, 2011

Ref: Your letter to Augustus P Johnson, Jr

I am in receipt of your letter to Augustus Johnson dated Oct 21, 2011.
I find the letter insulting, ignorant and highly unprofessional. I
find it necessary to send copies of your letter to the complaint board.
After researching your poor rating on the BBB I've decided to file
a complaint there as well and to send a copy to Anheuser Busch. Lastly,
I'm posting it to every web site that discusses PayFlex. Your customer
service is horrible.

The person responsible for writing the letter should be terminated
from his/her position. There is no excuse for this ignorance.

First of all, I have been Augustus Johnson's POA for 7 years and I
am the one who set up his PayFlex recurring payments from TD Bank
every month for an amount equal to $50. After receiving your insulting
letter I reviewed the TD Bank Statements and I see that PayFlex has
received and cashed the payments every month up through August, 2011

You did not receive the September payment because Augustus Johnson
is dead. As the estate executor I have notified Anheuser-Busch of
Gus's passing and we discussed the termination of his health care,
pension, RX, and all benefits as of the death of his dead, Sep 12,
2011. I have been in touch with all benefits departments INCLUDING
PAYFLEX during the middle of Sep 2011 when I canceled the PayFlex
recurring payments.

PayFlex has 'FAILED" to comprehend the meaning of a death notice.
You are right in that his health plan should be terminated as of Sep
13th but not for the reasons you stated in your rude letter. How dare
you state that you are terminating his plan due to his 'failure' to
pay, Do your homework before you write such an inaccurate and foolish
letter.

Most sincerely,

James Portale, Executor
Estate of Augustus P Johnson, Jr

Following a release from my job I tried to apply for approved flex medical payments reimbursements and was denied. I had not been informed there was a 60 day limit that I had to file for reimbursement. Compensation Solutions, our PEO, will not provide any assistance, even though they recognize they did not provide me with the required information. I am now losing money I had paid in for medical bills because of CompSolutions.