WageWorks
Reviews and Complaints

As someone who has interacted with WageWorks, I must say that my experience has been quite mixed. While some aspects of their service were satisfactory, there were significant issues that cannot be overlooked. The customer service, in particular, left much to be desired. I encountered challenges with communication and resolution of issues, which was frustrating. On the positive side, the online portal was user-friendly and provided relevant information. However, the overall experience was marred by inconsistencies and delays. It's essential for WageWorks to address these issues promptly to enhance customer satisfaction and trust.

Each month I make automatic payment to WW on the 1st of the month. On the 30th or 31st each month my benefits get terminated and I am not covered for RX and vision services. Then I have to wait 7+days for it to be reactivated. So I'm unable to use the benefits I've paid for.They will only let you do auto pay on the 1st. I have spend countless days dealing with this. I have no choice but to use them and I'm furious that they can't fix this issue. Not to mention I never get the same answer twice.

Wageworks/Health Equity is a terrible organization that makes it extremely and painfully difficult to spend your own money on legitimate medical expenses. I have encountered numerous issues with valid receipts being declined, denials of claims and suspensions of cards with absolutely no communication whatsoever, lack of guidance and/or direction on what is needed in order to rectify issues or any steps on resolution processes, etc…. As mentioned, it shouldn’t be this difficult to spend your own money on medical expenses just to save a few bucks on taxes. I do not plan on re-enrolling in future years and would caution others before enrolling as well.

I recently got an FSA account with my employer and they use Wageworks. I am an cancer patient and am being asked repeatedly to provide co-pay receipts for my Oncologist doctor visits and treatments in the amount of $36.00. I have provided documentation to Wage works to verify the services and the copay amount, but they repeatedly keep asking for proof the $36 payment every time I is a medical expense. It is my understanding that if documentation is provided to verify what the copayment is than wageworks is not required to ask for future documentation, however, I have 4 charges of $36 that they are asking additional documentation for. They are also telling me that they do not auto adjudicate the medical codes that is submitted with the charge goes through. I know that this is not the case because all of my prescriptions are automatically paid for and I do not require a receipt. This is extremely frustrating. You cannot talk to anyone that will help you and when you talk to a supervisor then just say you need to provide the receipt. I had a previous FSA account with a different employer and never had to provide one receipt. What if anything can be done about this?

The wage works website offer choosing the year of the accounts and once you click that, you click the reimbursement selection. So I have 2021 and the 2022 FSA accounts and Dependent Care Accounts. Each account is separate. Due to covid, the dates of the 2021 FSA reimbursement was extended to 2022. When I put in a 2022 receipt on the website to get reimbursement from my 2022 account, they used my 2021 account to reimburse me. Now I can't use more of my 2021 receipts to get reimbursement from my 2021 account, and I don't have enough 2022 receipts to get my 2022 account reimbursed because they use the receipt to reimburse me from 2021 account. I have $106.56 that was suppose to be reimbursed from my 2022 account and they used it from my 2021 account. So if I don't have enough receipts from 2022 FSA to be reimbursed from my 2022 account, the wagework just take the money from my 2022 account.

They did the same thing for my Dependent Care Account. I have a 2022 receipt and clicked onto my 2022 account for reimbursement. But of course due to the extension, they reimbursement me from my 2021 account. Now I still have not use my 2021 receipt for reimbursement from the account. So wageworks will eventually get to keep $600 from my 2022 account because they said my 2021 receipt will not allow to be used for 2022 account. Which I think that is a way for the company to steal money from clients. Because they don't care which selection I have chosen, their excuse is because of the extension, it is up to them to pay me till 2021 account is used up, even though I selected 2022 for reimbursement with my 2022 receipt.

Recently, I used my flex card to pay for my copay for my surgery. I got a message back that it was denied as was a receipt for an x-ray, and a few copays. My card was also locked for receipts needed from 2017! I was incredulous and beyond aggravated. Then I called and was told by this supposed supervisor named Sabrina that my receipt from the hospital wasn't good enough. they needed an itemized list of what I had done. My records are private and I did not sign anything agreeing to personal medical records being given to them. This was Wageworks and not a disability company. My personal records are not their concern. Thats why my doctor's office stopped adding that information to receipts. Sabrina also lied and specifically said that this was how it always was and I can say beyond a doubt that it wasn't. I am so livid right now. I am disabled and use the card to pay for my numerous copays. I don't feel I was treated fairly and the company is exceeding its authority asking for itemized listing of medical services.

I was double billed by my doctor’s office in September 2021. I had used my FSA card for the billing. When I could not find the receipt to send to Wageworks, I contacted my doctor’s office and they corrected the double billing. My doctor’s office sent me a check in the amount of $138.41. At that point I sent a personal check to Wageworks for $138.41. After 6 weeks of tracking down the check, they found it and mailed it back to me saying they couldn’t cash the check. I sent a 2nd personal check which was cashed on 3/2/22 but never applies to my FSA account. I was issued a check from Wageworks for $138.41 but the check was made out in my husbands name and not my name. When I called up Wageworks on 7/28/22 I was told since the check did not come from my account there is nothing they can do. My husband can try and cash the check but Wageworks will come after my husband for cashing a check that is not his. On the 7/28 call I was transferred to 5 different people and eventually disconnected. I work hard for my money and want what is rightfully mine. If need be, I will be filing a complaint with the BBB as well as my local Chicago news stations. All I want is my $138.41 back.

I havesent receipt and explanation of benefits for the us of my money several times and my card has been suspended almost entire year as I was not able to purchase neede meds and the bill I sent them was from labs at San Antonio Medical center last year I paid online in December 2021 .this is horrible an causing even more health issues i have never seen anything like this and i dont hve funds to fax or mail anything this card was used for medical expense and i am responsible for IRS myself for my money

I left my employer in December 2021 and my commuter card expired in January 2022. I was sent a new commuter card in January which I was not able to activate because I was no longer with my employer. I called and spoke with someone I think named Megan but she would not tell me her last name "due to security reasons" (claim # [protected]). She said I have 90 days after leaving my employer to access these funds, but my card was not able to be activated so I did not have access to use my remaining money during this window. She refused to connect me with anyone who would help me, told me to Google IRS laws, and only used the word "no" over and over again. It was the worst customer experience I have ever received. She was completely unwilling to even understand my question. I want the money to be returned to me that I invested in these commuter funds that I was not able to access because my card expired in January. My new card, which I cannot activate, has an expiration date of 11/26, and I was not informed of this "90 day window" to finish using the money I had invested, but I was not able to access it anyway because I did not have an active card. She clearly did not understand my issue and did not offer any assistance other than reminding me how often she can use the word no. I will never invest in these services or recommend them in the future if I cannot access money that I have invested. I do not know how to receive help from someone at this company. This should be illegal.

These people are thieves. Have taken our money, but will not allow us access to it. Have requested resolution multiple times and have gotten nowhere.

My Cobra insurance switched from WageWorks to NTTDatabenefitsus on January 1, 2022. I accidentally paid WageWorks the January premium - they cashed a check on 12/29/21 for $1905.68.

When I realized the mistake on 1/18/22, I contacted Wageworks to get a refund of the payment. They said they wouldn't refund the payment, they would just forward the $1905.68 to NTTData. That has not happened. Since then, I have contacted Wageworks numerous times, and every time they say someone will look into it and get back to me and no one does. They open and shut cases and nothing gets resolved. All correspondence has been done through my account on their website, and now they have locked my out of my account.

Multiple DC FSA claims were denied because they didn't know how to interpret service dates on receipts correctly! After spending several hours with them on live chat and the phone, they said they see where the confusion was and they'll reprocess the claims and fund me, its been over 2 weeks without any action taken. This company is fraudulent.

Wageworks is in the process of conducting an internal system transfer from their old system to their new system (Health Equity). As part of the system change they have delayed the carry over of remaining 2021 into 2022 from February to the middle of May. They have not informed their customers of this and when I contacted them via phone and spoke to a representative, prior to paying to a procedure, to find out exactly what they needed me to do I was given information that has turned out to be horribly incorrect. I have now spoken to 3 other customer service representatives (rep, supervisor, escalation team) and gotten different information from the rep and then the supervisor. They're with holding access to all customers money in the old system for 2022 claims for 135 days without informing us that they were doing so. If you have a 2021 claim for the old system you're perfectly fine. Or if you have 2022 claim for the new system you're perfectly fine. It's only if you need the unused 2021 money to carry over that you will have a problem. I'm in no mans land and 'they can't help me' gain access to my funds 'due to the system change over'.

The company denied multiple claims that were made timely and appropriately, when asked they said now the time is over, you can't get your money. Round Rosie- no one knows if you'd re in the system and then they drop the call of they hear any issues. The worst business to work with grubbing hard earned dollars from American in the name of IRS rules. They should be sued and closed! What a shame that they are not ashamed to run this kind of shoddy business! This needs to stop.

Trying to find out why I get no answer when I try to find out what's going on at Wageworks.

Wageworks charged me $1, 635 too much and have refused to refund me. I've called them every week for 5 months and they just continue to blow me off. I understand the COVID relief is a difficult administrative hurdle, but if I didn't pay my premium for 5 months I promise they would have canceled my coverage. Absolutely abhorrent company to deal with.

Totally crap company.
I left my employer April 12th 2021 and Wageworks shut down all of the ways to get my money out. I was enrolled prior to the pandemic in a commuter plan and had a cash balance of $320. The company knows that you have 90 days in which to get your funds but they put up every block you can imagine to deprive me of my money. It's so bad that I start to feel bad for the operators who answer calls and messages, as they must try to make this sound legitimate. I leave behind $320 in transit money. They gave me a master card that doesn't work with WMATA or VRE. They will not compensate for tickets purchased out of pocket.

Sent receipt for MRI from 12/28 and was denied. No explanation given so I called. The reason stated to me was the 2021 card was used instead of 2020 by the company. I had to pay $391.30 so they could file on the correct year, which I did, by March 31st. Claim denied yet again after filing Pay Me Back. The reason for denial was not even clear to the representative I spoke with. She said she would resubmit claim and it would be taken care of. I even asked her what would happen if it wasn't and she said there was no reason it should be denied. BUT, yes, it was denied a third time so I called AGAIN. On my receipt given to me it shows explanation of what I paid and why. I'm being told the reason was it did not explain what the procedure was and what for. I can clearly see it on the receipt and not sure why they can't. She said I could contact BCBS and get a better explanation of my MRI, but after asking 3 times if I could still do that or was it closed, she then said it was final and closed so now I am out of pocket almost $400. If I had known they needed a better explanation then I would have taken care of that.

Never... Ever... Ever use wageworks, if you can use covered ca or try to pay for your own plan. I have never dealt with such a dishonest and or maybe incompetent company before. I thought it might have just been a one-off issue with us but apparently not. Due to covid, my husband lost his job of over 20 years and his company sent us information to keep our health, dental and vision plan going with wageworks. I knew from the costs we were offered, it was too good to be true. We started off paying all three plans through wageworks approx. $350 january 2021. I understand it could take some time to get things rolling again, but I knew something was up when come end of january nothing had been reinstated. And given during this whole month my husband calling weekly on the phone for hours with wageworks just for them to give a spiel that it could take weeks but they have already sent urgent message to our insurance providers. February comes and my husband's new job starts our health so seeing we still had no blue cross back we canceled, which was the only easy thing to come of this. We kept our vsp vision and metlife dental going paying around $80 a month. Both vsp and metlife finally showed our plans active starting that month and our dentist offices confirming that as well, so we started getting our usual beginning of the month dental work and my husband finally getting a crown fixed. Come beginning of march I started noticing around $1500 worth of claims were being returned unpaid to our dentists and our dentists confirmed that as well. After hours on the phone with metlife they finally tell us plan was reinstated as of 01/01/2021 but there was no coverage, we would need to get it worked out with wageworks. Again, after hours on the phone they explained to my husband that they still showed him as a current employee of his old job... Funny because adp shows him terminated and why take our money for months. We honestly both do not have the time (with him at a new job) dealing with this clown of a company. Luckily our dentist offices are working with us to pay back the unpaid claims and are now paying four our own plans. But we are chalking this up as a life lesson we hopefully never have to learn again. One thing that has stumped me is that his old job is supposed to be paying part of the plans, so they are losing as well. Please be warned this company is crooked and will give you every reason to take your money and not provide the service they are based around.

On 1/1/2021 I paid $1, 794.69 to Wage Works, a company that manages the COBRA coverage for Myrtle Consulting Group out of Houston, Texas. This amount was to be retroactive from 11/1/2020, or when my health coverage terminated. The coverage is through BCBS. Wage Works claims they sent the request to BCBS to activate my health coverage on 1/1/2021 when payment was made. I spoke to Wage Works a second time on 1/15 at which time they claim to have sent an urgent request to BCBS as result of our conversation. As of today, 1/19/2021 BCBS says they have not received anything from Wage Works. I'm out of pocket almost $1800 and still do not have insurance coverage. I'm having a major surgery on 2/11/2021 that has already been rescheduled one time due to this delay. Authorization for this surgery takes at least a week since preop tests have to be done the week prior.

Claim ID: [protected]

I am filing this compliant to report a situation regarding my claim that had been denied in January 2020 when all the supporting documents were provided and also I was not being contacted properly regarding the claim status. I submitted a dependent claim on 1/28/20 and provided all documents. On 1/30/20, I received an email from WageWorks indicating that my claim has been processed. I haven't been logging into my Wageworks account since then until October when I logged in for enrollment. I realized that the claim was denied and I didn't get my money back. I called customer service to reprocess the claim. However, the response I got is that I passed the deadline for this claim.

I am very frustrated because I was not communicated properly regarding the claim that was being denied. Otherwise, I could have taken care of it on time. Besides that, all of the information I have provided is good enough for the claim to be approved. I submitted two cashed checks copies from the banks showing the amount I pay for the summer program with my kids' name on it and a letter showed that it is an elementary school summer program and the dates of the program. There is no way the claim would be denied. When I called the customer service, the agent told me that she will be able to reprocess the claim with the same documents if I call in before the deadline. It left me speechless. It is $1300 of my money and I need to get it back.

Thank you and I hope someone will contact me soon regarding this case.

With respect,

San San Choi
[protected], [protected]@sfusd. edu
11/15/2020