BASIC
reviews and complaints

Used both as an administrator and a user for a small employer HRA. Here are some of the issues I've had:

1. Clunky admin platform: difficult to navigate, seems like it's about 10 years out of date. Reports in particular are difficult to use - they have to be pulled manually, take a long time to load, and show up in a reporting area distinguished only by the date they were created. It's a headache to get information out of the system. In the past few months the entire reporting system was down for several days with no status updates or notice on their website.

2. Poor business practices: In general reimbursements are auto-deducted from a linked account. For some reason last year we had a balance of $90.00 from the prior year. The website stated that the amount would be auto-deducted if an account was already linked. But the amount was never deducted: instead we were sent a notice that a physical check had to be mailed or the account would be suspended in three days. So we cut a check and called their customer service to let them know and request that the account not be suspended - the rep told us everything was fine and it was some sort of auto notice and that the account wouldn't be suspended. Of course it was suspended. Then they deposited the check, but never re-instated the account! Had to contact them again and got lame excuse before they re-instated several weeks after they deposited the check. A bunch of wasted time over $90 that they could have easily auto-deducted.

3. Bad for users: This is based on my personal experience actually trying to request reimbursements. I have healthcare through my spouse, which should be eligible for reimbursement. I sent in the first few reimbursement requests and they were processed without issue. After a couple of months the requests started being denied for insufficient documentation - I contacted customer service and asked them what documentation they needed and was told to get a letter from the insurance company with some specific information. Got the letter and re-submitted the request - denied without explanation. Contacted customer service and they told me I actually needed to get information from the insurance company that was different from what they originally told me. I told them I had already contacted the insurer and that the type of info they were asking for wasn't available and offered to provide paystubs with dates and amounts in addition to a letter verifying coverage. They said they would forward to another department for a review. That was a month ago. Have reached out several times asking for a status update and received no reply.

Overall, I would say this is an awful company to do business with. Find a different HRA provider - it might cost more, but you will save a lot of time and hassle.

They are the servicer of my COBRA plan. They have a decent online portal which they said I can use to pay for my COBRA premiums instead of sending some ancient paper checks and money orders. I figured, that's nice... until they try to jack me for $20 online "convenience" fee. what? that's standard procedure at this point for virtually every business. what a ripoff company. 1 star.

Worst company, do not recommend using. Used my card for lab services, now they're requesting specific information about the labs which violates HIPPA and not to mention many businesses are closed because of covid so I can't even reach out to the labs department for assistance. My card has been disable until I comply with there demand, I have money on the card I can not use for medical expenses.

Horrible customer service. I paid for orthopedic expenses with my FSA card using my money. They kept denying the claim and every time they ask for something i submit then they deny and ask for something else. Why not asking for that in the first place? Wasting lots of time to get resolution. Their generated messages asking you to log in and review are annoying. No real human interaction! They get 0 star if I compare them to our previous service provider.

BASIC administered my Delta Dental Cobra plan. They had previously sent me a letter saying my coverage would end 9/1, giving me plenty of time to find a new plan. Then on 6/30 they send a letter telling me that my coverage ended as of 7/1, which I received after 7/1 of course, and so even if I sign up for a private plan right away I have a lapse in coverage. There is no way to reach BASIC and I cannot log in to the web portal, no matter what I do. What a horrible experience.

Basic Neo blocks my debit card every year for no reason, denying qualified expenses . They are impossible to contact to be able to unblock the debit card . There are no savings in taxes since your money will be lost and unable to use . Usually no one answer their phone any day and any time . Info on website is confusing! They block my card every year around September. There are always changes that nobody know about, the website, the system , the cards - for some reason your account will not work at some point.

Dependent care FSA is a scam. I cannot use the money until I actually spend the amount of money I put in. For example. If I want my kids to be in summer camp, I have to put in the money in to Basic, say 1k, and then go out and pay for the entire summer camp, say 1k, and then get reimbursed. What is the point of having FSA if I cannot have the money right away. At that point I might as well pay for summer camp. no point in having FSA. Also getting in touch with someone in customer service is as bad as Verizon! I was on hold for 15 minutes, got silence, and I had to hang up after 7 minutes of silence. Called again and I am still on hold right now as we speak after 13 minutes and 13 seconds still waiting on a representative. this is the not the first time this happens. I have had to deal with them since the beginning of the year with the same long holds. I can never log in to my account. Communication and the program itself is horrible. I am trying to obtain information on my account because I have quit my previous job and need to see if I can get the money already put in back. I pray someone gets back to me as there are 600 dollars in my FSA that BASIC might just keep for their pockets! DONT WASTE YOUR MONEY people!

WORST customer service ever. The whole system switch for HSA accounts was so poorly executed. While most debit cards are not turned off until the new card is activated or the card itself expires, They shut of cards/closed accounts. All prior to new ones getting activated by the customer, leaving people without access to the funds they set aside for out of pocket medical expenses. I was told that they are doing everything they can to work out the issues with this transition, but basically, I'm out of luck in accessing my money needed for an appointment this week. Great... especially during Christmas, I'm happy to wait forever for reimbursement of my own money. What's better? They fully acknowledge that many employers have strict filtering systems in place for employee emails and that the email notification sent out of all these changes can easily be overlooked. They could have utilized the message center on the old log in portal to provide customers with this information but didn't. Tell me again that they are doing everything they can to sort this out. Upon discovering all this today, I spent over two hours on hold in an attempt to sort it all out. Based on that wait time and previous reviews... It seems I'm not the only person they have left in the dark. It didn't do anything but waste my time. No one could tell me exactly WHAT they are doing to correct these issues that they have obviously been aware of for quite some time and offer no solutions to ease the complications that their negligence has caused. Unless some SERIOUS improvements are made I highly suggest just setting the money aside yourself instead of utilizing their services.

purchased at CVS on 12/30 and returned on 12/30. Refund was to go back to BASIC credit card for $91. Called 4 times. No refund. It has been a month. Purchased items using Basic Credit card at CVS on 12/30. Returned same day and refund went back to Basic Credit card in amount of $91.96. Have called 4 times trying to get MY $91 back. I have submitted the CVS return slip that says I returned it back to the Basic credit card. No refund. Just keep getting run around and they keep saying for me to submit the verification which I have over and over again. It is my money that is owed to ME for $91. 96. This is POOR customer service. I am owed my refund. They are keeping MY money. It seems very shady business practices. I am attaching my refund slip from CVS.

On May 17, I left the employment of one of BASIC's contracted businesses. On June 1st, I mailed my paperwork and first payment to opt into COBRA coverage through BASIC. On June 26, BASIC cashed my check. BASIC allowed my health and prescription insurance to lapse and have not reinstated it. On August 13, they cashed my 3rd check. I used the contact form on BASIC's website to ask that they reinstate my insurance, as I had paid them to do. On August I used my debit card for another payment. I have talked to them countless times, I sent an email with this information showing the two canceled checks that they have cashed. I have asked for a supervisor to call me or talk to me and I have not received any update on my account. I have paid them over $2,300.00 and I have No insurance at this time! This is fraud, I have called my Insurance company and they say Basic canceled my Insurance after taking my payments month after month.

I have had nothing but problems with this company since right before the new year 2021. Started with my first contribution (a payroll deduction of my own money) pending for almost a month. Kept being told they were working on it if I managed to get someone on the phone OR web requests were ignored. Then reimbursement requests kept requiring new verification. Items they accepted for months were no longer acceptable. Even when I ensured it met the requirements they denied it wanting their form that their own website says shouldn't be needed with the consumer driven account (CDA). I made several phone calls and it wasn't until the 4th person who relayed this too. Now I have another contribution pending. Again a payroll deduction this time from 9/3 - It is 9/14 which is 6 business days later and unacceptable. It is my DEPENDENT CARE ACCOUNT that I use to pay for daycare weekly. What is the point if I cannot access my money?

My former employer uses Basic Pacific to coordinate COBRA coverage. April 15 was my last day of work. The election form arrived 4/30. The deadline to elect coverage was 6/30. On 5/21 I received a notice from stating that I would now need to elect coverage by using the online portal. I tried several times to log on with the provided log in info with no luck. After finally getting through, they realized my SS was input wrong. She fixed the mistake and assured me that I would be able to log on after (2-3) business days and elect coverage. Two weeks later, I was FINALLY able to log in only to see that I couldn't elect for coverage. I called Basic 6/28 AGAIN and they had me fill out the original election & AEI form and scan it over 6/28. She assured me I didn't miss the deadline and all the paperwork was in. I called on 6/29 to confirm and was told there would be a delay of 7-10 business days. Our insurance is STILL not reinstated.

I left my job in July. I sent my *** payment to Basic services. Over a month latter, after Basic cashed my check, I still do not have any continued health care coverage. I have missed an important medical procedure and now mired in medical payments and debt. Basic Benefits LLC was ok taking my money, cashing it the day after it was received but not offering any immediate services. 1. They cashed my check on July 22nd. 2. They claimed they did not have it. 3. I had to prove the check was cashed. 4. They stated it takes 28 days after they received the *** extension form to process and restart my healthcare. 5. Its been over 28 days since my check was cashed and my *** health coverage has not been reinstated. The whole process is a scam. You have to wait for basic to Snail Mail your *** form. That takes a week. Then you have to SNAIL MAIL the form and payment to a PO box. You cannot track it, you cannot confirm receipt. The only way I was able to confirm by the check cas

First on September 21 I paid $467.74 to them for the first month's fee which was taken from my account, and they refused to complete the processing of my paperwork. I called them more than 8 times, each time I was put on hold for over 30 minutes, sometimes up to an hour. On October 2, I paid again, another $467.74, which was again taken from my account, and they have still refused to process the paperwork required for my service. I have called 3 more times since October 2 and the last time, I was put on hold for 30 minutes, and when I got ahold of the service representative again, he told me that he was working on it, but could not provide details on how he was working on it. Then he hung up on me. All that is required for this company to provide the service they said they would provide is an email or fax to the subcompany and I can take it from there. I have told them this several times, but every time they keep telling me that they will do it. They have not

In 2018, Basic was benefits administrator for my *** (***) COBRA medical coverage. Basic mishandled the termination of that coverage. On 12/12, I requested Basic to terminate the coverage as of 12/31. In 7, a medical clinic informed me that I am liable for the cost of a service provided in 4. This arose because Basic did not inform *** of the end of my coverage, so *** viewed me as covered by them throughout 2019. The service provider billed both *** and *** (my actual insurer) for the cost of this service. Both insurers claim that the other was "primary" and, since there was no coordination of benefits between them, both have refused to pay for the service, leaving me responsible for the cost ($549.33). *** has told me that this can be corrected only if Basic directs them that the coverage was to have been terminated as of 12/31. I have made several requests to Basic over the past month to correct this error, but have received no reply.

My former employer uses Basic Pacific to coordinate COBRA coverage. On 5/28 I fell off the employer plan and intended to continue coverage. I reached out to Basic Pacific several times and was told that they either they had not received my qualifying event letter and they were behind due to the "migration". I was told to keep checking back. On 7/2 I contacted Basic and was informed by the representative that they had not received the qualifying letter from my previous employer. The employee told me that Basic Pacific would reach out to my previous employee to get the letter needed. The employee notified me that I should get an email the following week. I called back on 7/9 as I had not received any email. When I finally reached a representative this representative informed me that there was no notes in my file and that they do not reach out to previous employers. They stated she was unable to see if my letter was received as that was a different department. I need help!

On June 10, BASIC informed me by email about how to enroll in their COBRA system. Their system did not work, and I informed BASIC by email. They did not respond. I tried many times with the same result. I phoned Customer Service. I was told that my name was in one part of the system and not another, but soon all would be well. After more phone calls, emails, and "Contact Us" messages on their website, I received just one reply: Send us a check. I mailed my COBRA election form and a check for over $2000. But BASIC did not acknowledge my form nor check. They DID NOT ACTIVATE MY INSURANCE, but they did deposit my check. I contacted my former employer's benefits broker. She quickly activated my COBRA insurance! Later, I reached an actual BASIC person by email. She said that they received my form and check. She said on July 27 that IT would work on this problem. As of today, August 4, my account is still not working despite many promises and almost two months have gone by.

I terminated my employment with my former job on July 30. I applied for Cobra insurance for my daughter and I and returned the forms and payment and talked to a representative after a 30 minute hold. I was assured my insurance would be active in 2 weeks. I tried to fill a prescription on 8/23 and my insurance was not reinstated yet premium check was cashed withing 2 days of it being received. I called basic the same day and after a 45 minute hold, I was told it may take another week or so to reinstated and to pay out of pocket and resubmit to the insurance and to go ahead and send in new payment for the 2nd month so there wasn't a delay once it was processed. They again, cashed the check within a few days. I called again a week later and my insurance was still not reinstated and in fact they had to find my file by looking up check numbers and amounts. I was told a supervisor would call me back. I did not hear from a supervisor. I called the following day and requested a refund

This company is awful. I have had multiple complaints with them over the last year. They manage my medical ***, ***, and *** Account. The card they have issued is supposed to be able to deduct from all these accounts, (which how it chooses if the charge is a medical service payment vs a prescription vs reimbursement funds from the *** account, I don't think they can explain). It never works for the expenses it says that it should. So, then once I've paid for the expenses with my own credit card, I try to submit these for reimbursement and they have denied every single one this year. I call and they tell me they can't read the receipt (which is not true. I can definitely read it). So I go get a new receipt, specific to the one they recommended on the phone, and then they deny that too. I try to call during their posted office hours (until 7pm EST is what the website says) & the message says they close at 5pm. What an I supposed to do living in Pacific Time, call before 2pm at work?!

I feel very disappointed in the way they advise me. I was advised that I would be reimbursed for the transit expense, but in reality I did not. I have claim for a reimbursement for travel expenses, however they did not process my request. They changed their system and my entire request was not transferred to the new system and asked me to file another claim. The last date I could claim was 7/31, but when I submitted my reimbursement claim on 07/19 it was declined on the grounds that the last date "had passed". They told me that was on 6/30. This is an incorrect date because on their site they said that I have up to 1 year since the last I work. I don't know what they're doing here. I contacted and was told that why I didn't follow up to check, and the IRS has changed its policy and does not allow to reimburse this expense. I no longer use Bart to go to work in ***, and they are still holding me $400+. How do I get the amount deducted from each of my paychecks?

FSA expiring 8/31 and I cannot get BASIC to reimburse my $2700 I joined the BASIC FSA in Nov 2019. I put in the full $2700 to be used before 6. Their website login rarely works. I'll enter the same credentials on different days and maybe get in 20% of the time. I can't reset my password. If I try, it tells me to call BASIC. Calls to the service number remain on hold, with no answer. I've tried emailing the email address on the site. My email about access problems was ignored for months, until I sent a physical letter through the mail in July. Suddenly, I received a response a week later to help me login. I ended up sending pages of claims, totaling over $2700, via mail with my letter and using their form, because there has been no other way to get access to the funds (they said they sent a debit card, but I never received it). As I said, my email was finally answered after sending the letter. I was able to login. None of the pages of claims I sent were entered, so BASIC still has my $2700. I want my money. The reimbursement period is about to expire. I'm back to being unable to login and calling a number that isn't answered. The whole thing feels like a scam. I should not have to spend hours over months to try to get access to my FSA funds.

I have a basic Visa card to pay for medicinal needs. The card has been declined and they are gone for a week to a Business mtg. No customer service ! I have medical bills that need to be paid and I use my HSA Basic Pacific Visa card to pay for these bills. My card has been declined 3 times on 03/11. Their is money in my HSA account. I call Basic Pacific on 03/11 and the voice mail says Thanks for Basic Pacific but we are at a company meeting and will return on 03/16 The week of 03/09 the whole company shuts down and goes on this company/vacation. The world does not stop just because a company decides to shut down ! Who in there right mind shuts down and leaves for a week that is in a SERVICE Business ! This is not CUSTOMER Service ! Hospitals and Doctors and medical supply places do not stop wanting money paid to them for SERVICES rendered ! On top of this by the time Basic Pacific gets back from their vacation meeting my bill will be late ! Yep now their is going to be a late charge ! Is Basic Pacific going to pay that late charge ? I am sure when they get back on Monday and contact them and ask that very question that answer will be no ! I will be reporting them as well to the *** Commissioners Office as well !

Reimbursement for my company's benefits was delayed by 4 months & counting due to Basic's poor online system and customer service unresponsiveness. Basic is the company that handles my company's medical claims and deductible reimbursement benefits. In May , I submitted multiple documents that showed I had met the $6K health insurance deductible, which qualified me for a $1K reimbursement. As of today (8/30), I still have not fully been reimbursed for this. Basic's online system does not allow multiple claims documents to be submitted, nor provide a clear explanation about why my claims were repeatedly denied. I and an Insurance representative contacted Basic every week over a period of 3 months by phone and email, and kept receiving delays, no responses, and responses requesting more documents. Finally, a Basic manager became involved, and said that all claims for the $6K deductible needed to be submitted to process the reimbursement. This seems like a breach of privacy, because I already submitted multiple EOBs from my BCBSAZ insurance showing that the $6K deductible had been met. Why does Basic have the right to all my detailed medical claims when the specific benefit is about *deductiblereimbursement, NOT medical claim expense reimbursement? It is unprofessional and unacceptable for Basic to take over 4 months to respond to inquiries about what was needed for this automatic company benefit of a $1K deductible reimbursement.

Basic Pacific accepted my *** contract and deposited my first month's payment check on 7 May, but we still do not have insurance coverage. On 30 March , my employment with *** was terminated; two days later, *** switched medical coverage from *** to inferior insurance with ***. On 1 May , the day my medical insurance coverage ended, I accepted and returned the *** contract Basic Pacific sent to me, for coverage for my wife and me. On 7 May Basic Pacific received my check #*** for the first month's premium of $2197.58/month. On 17 May, Basic Pacific acknowledged both the contract and the payment. On 18 May, Basic Pacific issued me a registration code. On the same date, I asked why the *** web site still show my coverage as terminated, and pointed out again that my former employer switched insurers after my termination. On 27 May, Ms *** of Basic Pacific replied to my email: "There is an issue with the group number, so I have gotten the broker involved so we can get your enrollment processed ASAP. I am pushing this through as quickly as I can! I have both myself and my account manager working on this now as well as the broker so we will have you enrolled soon." On 2 June, I asked why *** still said that I had no insurance coverage. Ms *** responded: "We have recently in the past few days learned we are no longer the third party administrator for this group as of 4/30. This is the reason I have been having difficulties getting your enrollment processed." I pointed out that "Basic Pacific was the administrator as of my termination date (3/30), and accepted my *** contract and first month's payment check, which has cleared." I have contacted Basic Pacific several times since then, but they have stopped responding.