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PayFlex Systems USA

PayFlex Systems USA review: Refusal to pay after submitting appropreciate docs 75

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1:38 pm EDT
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I have a complaint that I want to submit to the government agency that manages the Flex insurance carriers, but do not know who to contact.

My complaint is with PayFlex Systems USA, Inc. I have submitted a stack of receipts and co-pay charges from my doctors office, with legitimate letter head, and PayFlex has refused to pay. Now I can understand refusing to pay from the charge receipts, since they can be from anywhere, but the receipts I sent listed date of service, what service was for, my co-pay charge, and the amount billed to insurance. That is a legitimate receipt; at least, it has been the accepted form of receipt from Flex insurance companies in the last 10 years. Has a law changed? Has anyone else noticed that it has become harder and harder to get the money you contribute to Flex to get it out?

An inquiring mind would like to know.
Pam Schlutt

Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

75 comments
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Sduke222
Wallingford, US
Oct 11, 2023 10:58 am EDT

I have requested an FSA card to access my available funds three times and still have not received a card. Every time I request another card the customer service representative tells me they have sent the card to the address on file.

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Wassim Rahi
Charlotte, US
Aug 12, 2023 8:17 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Payflex has horrible service. No sign of professionalism in the way of handling issues.

It has been a month trying to solve the issues, but they provide no sign of professionalism to assist.

Horrible and worst customer service ever.

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Egdy
Clermont, US
Apr 16, 2023 4:26 pm EDT

I received a letter from Payflex asking for documentation my social security card and drivers license. When I called them they wouldn’t verify me and I ended up providing my last 4 digits of my social security number and then they still couldn’t verify me even though they sent me a letter. Are these people scammers ?

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mark bark
, US
Apr 09, 2023 5:23 am EDT

Payflex...Horrible company to deal with ! nothing good.

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Anonymous20230119
, US
Jan 25, 2023 10:52 am EST

Payflex has stopped allowing Quicken to connect and download transactions.

It worked fine for years, then suddenly stopped working on or about Jan. 9, 2023. It has not updated my accounts since.

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Melissa Faulmino
, US
Jun 29, 2022 1:42 pm EDT

I too am appalled at the ability of a company to deny claims with appropriate documentation to then give participants in “forfeiting” their hard earned money and claim they are backed by the IRS to keep said funds for administrative costs. This is a scam and unethical as there is no way to stop the payments when you are outside of open enrollment and no way to remove funds with the option to be taxed so that they are not lost. I will gladly join a class action if one exists!

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taviaa86@yahoo.com
, US
May 19, 2022 4:13 pm EDT

I too need to file a complaint against PayFlex because of the same exact reason. I submitted all documents before the deadline (including LOMN, receipts and claims forms) and they refuse to reimburse me for my expenses.

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Kristin Bundesen
, US
Mar 30, 2022 2:58 pm EDT

I believe Payflex FSA to be unethical in several ways. They challenge every charge not matter what documentation I provide including Explanation of Benefits from the insurance company, detailed 'walk out' bills at provider offices, and reverse approvals on charges after the calendar has run out putting them in the position of retaining my funds and leaving me in debt.

At the same time, the use threatening language on a first enquiry into a charge. The amount of detail they request including whether a charge will be added to my insurance company deductible or not, is unnerving. The insurance company finds Payflex's demands for additional detail to be beyond IRS requirements and unorthodox.

If I could break the account mid-benefit year, I would. It would be more efficient and cheaper to pay with post tax dollars.

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Athena808
, US
Jan 18, 2021 3:19 pm EST

I am so happy to see this site. I am also a calm and reasonable person but Pay Flex has driven me tears multiple times in the last few years. Claims deboned over and over. Card held turned off multiple times because they deny legitimate claims provided for services. I am going through breast cancer treatment and then fractured my ankle. I have not been a toe to pay for anything because of a claim back in May. I had to have the provider resend to me 4 times after they denied the first time. So 5 times total. Was in with a supervisor at PayFlex who did virtually nothing. I have spent hours of my time... work time trying to clear things up. And it is still not cleared up. And now there is t even an option for me to upload. Because that function was turned off. The only option is for me to pay it back. So after my 3rd rep that day... she said well you can fax it to us. WTF?! Fax it now?! So now I need to get an app to fax the receipt because their site won’t let me upload it?!

I AM SO READY TO GET A CLASS ACTUON SUIT AGINST PAYFLEX! The whole system is messed up. Suggestions fro improvement have don’t nothing. And they are holding our money hostage! It’s criminal.

I also want transparency on who it is that reviews the claims. It seems that they are now outsourcing reps outside of the US

So who is deciding and rejecting legit health claims?! We have a right to know!

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Sha-Ron Renaee Cassel
, US
Feb 07, 2022 6:57 pm EST
Replying to comment of Athena808

I will happily sign up with your class action suit! I've been trying to find a federal oversight agency for these types of companies and have yet to find one. Of course, I have my own horror story. I'm so happy to have found this site.

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Ferdinand Gacer
, US
Jul 11, 2023 8:37 pm EDT
Verified customer This comment was posted by a verified customer. Learn more
Replying to comment of Athena808

Count me in for class action

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Mark L Z
, US
Jul 08, 2020 3:16 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I have to jump into this as I am typically calm, cool and collective but Payflex has me livid. I have a large amount of $ held by Payflex that is "my money" deducted from my pay. They want me to validate payments for 2019 that were submitted from a hospital for emergency treatment for my son in 2019. I spent a good part of 3 months tracking down the claims to send to them (a second time). and now they are saying I need to submit claims going back to 2015 ? Thats 3 years ago. AND I was not told about these claims before. It feels - yea I am saying feels like there is something illegal going on here.. At first I was told I needed to verify claims made in 2019. NOW they want claims going back 2015 that I cannot substantiate as some of these practices no longer exist. I know the IRS wants to make sure that this money is used for legitimate medical expenses but Payflex has you jump through hoops that don't make sense and continues to ask for more verification after you provide what they asked for ? Does anyone know where the money goes if they don't release it back to me for valid claims. Does Payflex get to keep it ? Is there a motivation for PAyflex to not pay out these claims ?

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Stephanie Cabello
, US
May 09, 2021 6:08 pm EDT
Replying to comment of Mark L Z

If it’s an FLex spending account then your employer keeps any monies not used for the year. Not sure what happens with HSA monies.

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anoop kothari
, US
Sep 21, 2019 4:16 pm EDT

For last 3 weeks there system is not allowing me to login and each time when i call i get request to try in few days and no ETA date.
Very Poor management of IT and customer service

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Philip Orona
, US
Dec 27, 2018 4:01 pm EST

I am tired of the constant run around to be reimbursed with my own friggin money. I get there is a lot in place to prevent tax evasion and all that but the hassle it has become with lost time and lost money. Don't use PayFlex. I refuse to after this year. It is not worth it. Just save the money in a bank account.

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K Gibbons
, US
Nov 20, 2018 1:06 am EST

Is there any class action litigation against Pay flex? If not, how do we initiate? This company is stealing people's money.

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MaryBaker1973
, US
Feb 12, 2018 4:31 pm EST

We refuse to ever use our Payflex card again. Every time we use it they will place a hold on it until we send in information they request. After jumping through their hoops they always, and I mean always, lose the information we sent in. We have decided to file the EOB's ourselves and have the money direct deposited into our bank account. This works alright, but they always lose the information the first few times. So, I suggest sending it return receipt requested the first time to avoid a headache, however, I will upload them a couple of times before I send by mail because sometimes we get lucky.
We have been doing it this way for the past 3 years and it is a lot less stressful than showing up for an appointment just to find out your card is inactive! Good luck everyone...This place is a nightmare!

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Gary Dent
, US
Dec 16, 2016 11:09 am EST

For years my company used Tasc by visa, this year Payflex by Mastercard. They waited until the last month of the year and now request verification of every transaction, all the co-pays, doctors visits, etc. Never had this once with Visa.
I asked them why they waited until the end of the year and not the first transaction, they don't know. It is now up to me to chase all of these down, visit the offices, (glasses, sleep data, etc.) I am so frustrated, I did payflex on payroll deduction and thought I was making my life easyer. Master Card are not Visa, that's for sure!

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S6Nine
, US
Dec 12, 2016 6:55 pm EST

I submitted documentation for a $91 payment to an oral surgeon. I also submitted the EOB. I sent it via fax, email, and upload. After 6 submissions, I finally sent the documentation CERTIFIED MAIL with return receipt requested. They held $1200 in funds for the $91 payment. I even submitted offsetting expenses. That was for 2015 benefit year. I am now going through the same issue. I have submitted documentation for eye surgery three times already. It seems they pull this crap at the end of the tax year every year in an attempt to keep the money paid in throughout the year. I am going to file complaints with my HR Department, as well as any governing agencies I can get ahold of. If there is a class action, I would love to be included...

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JeffreyW
, US
Nov 17, 2016 8:11 am EST

I want to echo all the other negative comments. Payflex has a terrible system and is completely inconsistent when giving out information. I'll call in 3 times for a single issue and receive a different story each time with a different request for different documentation. Eventually, I'll get someone that knows what they are doing, tell me clearly what they need or simply read the actual receipt I uploaded and fix the issue. However, it's usually after

Their paid social media shills on here defending them are EXACTLY the kind of attitude you get when you call in. They tell you that you are wrong before they even listen to your explanation, then they tell you it's really your problem and not theirs, then they give you a pile of misinformation and move on to their next call.

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SAC910
, US
Oct 12, 2016 4:50 am EDT

We are considering dropping out of using PayFlex completely next year. It's not worth it. We're a very healthy family, and we're always in a scramble to use the money at the end of the year. That being said... it seems they have an issue with going to the dentist! EVERY. SINGLE. TIME.Whenever one of us in my family of four have to get any procedure done besides a cleaning (which is covered by insurance), it's a HEADACHE to get full payment approved. It used to be OK to just submit the dental office receipt; this year, they claim that's insufficient and want the dental insurance documentation as well. EVERY SINGLE TIME we do that, they then will nickel and dime us and say the dentist's office is charging us $___ too much out of pocket so they will deny that part of the claim. It's typically somewhere around $20-25... and for that, they will shut down our payment card so we can't access the funds at all until we submit another claim out of pocket against that $$.

Last I checked, they were the account managers... their job is to hold OUR money that is eligible for medical expenses. it's NOT their job to tell us that, in their OPINION, they believe the dentist's office charged us $20 or $25 too much after insurance coverage. Are you kidding me? I can't tell you how many hours my husband and I have spent calling them and submitting paperwork, just to have our account suspended pending us "paying back" the $20-25. We've been going to my dentist for 19 years... and he more than deserves what he charges (which IS very reasonable). They tell us it's to have a "bargaining point" with the dentist; WRONG. I'm NOT going to nickel and dime my dentist for being an awesome dentist! It just puts the onus on us to pay OURSELVES back OUR money that THEY'RE holding.

It seems the dentist's office is the only issue we've had. Everything else is fine, goes right through. Unfortunately, most of our medical expenses - since we ARE a very healthy family - are the dentist. As I said, we're pretty sure after this year we won't be using PayFlex again... instead, we'll pull that money out and put it in a savings account. At least then we won't have to scramble to spend the money at the end of the year or lose it. Enough is enough.

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RichBig63
, US
Jun 29, 2016 5:11 pm EDT

This company is worse than any government agency that I have had to deal with, and we all know how bad and inefficient the government can be. Totally pathetic, will never have another flex spending account with them again.

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mjgrant
, US
Jun 19, 2016 10:43 pm EDT

I agree with all the negative comments with regards to payflex. They HIDE behind the term of "following IRS guidelines"..
I have wasted more hours having to justify using the card at Doctors and Dentists that I too agree someone needs to look into a class action suit. My new favorite is that they have shut my payflex card down for a 2013 dental bill they say I did not send the correct information on. I had a root canal. I am now told that to get the card reactivated I need to send them the 370.00 amount they have questioned. I asked well where does the money go now since it came from my paycheck, the answer is I don't gt the money they do and it is claimed as administration expenses! Payflex, A.K.A AETNA are failing as administrtors. I am sure they are making a lot of money from many many people!

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rmiser
, US
Jun 17, 2016 8:30 pm EDT

I am trying to get a password changed on their website. this task seems next too impossible. This whole debit card idea seems like a total waste of time. I thought the entire point was to eliminate the need to submit receipts, this would address. What's the point of going through the hassle of using the debit card, if you are going to have to submit receipts separately. I'll just submit separately, once I can get my password reset. Ugggh. Much happier when healthhub was their own site.

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This company here
, US
May 27, 2016 8:17 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I submitted the receiots from the dentist office many many many times forvtgem to tell that i overpaid the dentist. Question what does that have to do with me? Your job is to validate the charge and make sure it matches. Now if the guudelines have changed where they are now the insurance company and the account manager of the dentist office has nothing to do with. They need to call the drntist iffice and tell tgem their prices are too high end tell Aenta too stop beong so cheap. I sent what i was charged. I've usrd the flex for many many years this foolish here is the worst and the customer service isnt any better telling me i overpaid and its my money!

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Stephen Bond
, US
May 05, 2016 10:42 am EDT

I became a Pay Flex Systems customer (no choice in the matter) in Jan 2016 and I have to say it is not a pleasant experience. Getting HRA funds for medical expenditures is a frustrating experience to say the least. I have read many many complaints regarding this company and seriously wonder how they stay in business. I just got off the phone with these folks regarding a simple month old unpaid prescription claim and was told to call back in five days and see if the claims review department had resolved the issue. If a claim is denied, a specific reason for the denial is not forthcoming. I cannot adequately convey my dissatisfaction with Pay Flex and can only say that if I had a choice, I would use some other company for these services.
It is my fervent hope that someone will mount a class action lawsuit and get their attention.

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Felicia Parrera
, US
Mar 24, 2016 10:04 pm EDT

Payflex is a piece of garbage company. I have worked in benefits in the HR side for 15 years and have never experienced such terrible service. Payflex goes out of their way to deny claim and with hold the employees hard earned money. Dealing with their claim service in which they will deny claims for arbitrary reasons such as it has the name of the dental group but not the name of the provider. Or if you pay for your service because your insurance doesn't cover the crown they will just keep denying your claim even after calling every month and them saying they need itemize documentation. When you finally get a hold of a supervisor they finally tell you that you need and EOB and when you explain that you don't have one because insurance didn't pay for anything they tell you that you need to get proof that insurance didn't pay for your dental work. How are you going to get proof that something never happened. Sadly my company is a mammoth company and while we have changed our FSA providers for the group that I manage I sadly am stuck with this poor excuse for a TPA that denies things that no other TPA has ever had problems approving. This company makes it so that dealing with them isn't worth any tax incentives. I will be keeping my hard earned money and my sanity come next plan year.

I suspect that Ronald who posted 3 times in favor of Payflex works in their marketing department. Save the hassle don't hire Payflex if you have another option and if your company sticks you with Payflex don't bother unless it's for Dependant care. The rest is just a joke.

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Jill16
, US
Feb 29, 2016 11:08 am EST
Verified customer This comment was posted by a verified customer. Learn more

I would also like to add one more thing that I have not seen addressed. Changing an address with this company has proven to be impossible. I have gone through all their hoops as in contacting our HR department. Address changes completed on the HR end, however, Payflex still wont' change it for their records. I had so hoped to never have the need to deal with this company ever again as we did not sign up to use them for the new year. Sigh, 4 months later they are attempting to deny a hospital charge made during the latter part of the previous year and are yet again demanding more paperwork from me. If I had to describe this company using only one word, the word would be NIGHTMARE!

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Jill16
, US
Feb 29, 2016 10:59 am EST
Verified customer This comment was posted by a verified customer. Learn more

This company is by far the WORST company I have ever dealt with. Like many other complaints, it is a constant battle to use MY money for legit expenses. Most recently was over a visit to the emergency room. The bill even stated it was from a hospital ER. Seriously? Do they think I went there for drinks and a party? I too have made more calls to them than I care to remember. Their customer service is beyond bad. When discussing my issues with them, I even had one rep tell me it wasn't my money, but my husband's. Unbelievable. My name is also on the account. Don't know what third world country they found this rep in, but here in America, most woman don't walk three feet behind their husbands and all (including money) is equal. Beyond unprofessional on the part of Payflex. This year we did not sign up again. Honestly it isn't worth the aggravation. I strongly discourage everyone to avoid this company at all costs...your blood pressure will thank you.

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Rader113
, US
Dec 31, 2015 11:59 am EST
Verified customer This comment was posted by a verified customer. Learn more

There are a variety of complaints here. Some valid and some not in my opinion. It is not always PAYFLEX, but sometimes it is. The difference is that when the individual is correct, they are still punished. My experience is this: Payflex does not always communicate well. The reasons for denial is usually generic with a code that customers cannot determine. Therefore, it is difficult to determine what is really required to resolve the issue. This is compounded by the fact that the employees are not all knowledgeable (poor sporadic training). For example: I have a recurring maintenance drug charge that is allowed. In the last year it was submitted many times from the same company and same charge. It has been denied about 50% of the time. Part of the problem was found to be my ignorance of expectations not clearly identified. The expense can fit two of the PAYFLEX choices (prescription, maintenance). Initially, I selected prescription and was denied. My appeals were also denied. It typically takes several communications with representatives to find one that knows how to change the expense to maintenance and resubmit successfully. I typically have to talk to 3 representatives before the issue is resolved. I have had to talk to as many as 5 representatives. About 20% of the time, the representatives are not knowledgeable of plan requirements, other times, the changes just don't happen (reason unknown). My conclusion is that poor training of staff is contributing to everyone's frustration. Poor training cannot be attributed to the client company. It is really great when you get one of the knowledgeable employees. Everything is corrected.

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Brandon Bailey
, US
Oct 28, 2015 6:10 pm EDT

Pay Flex's system of communication is like going back to the early 90's. I was told today that in order to be notified of whether my claim that I submitted was accepted or not, I would need to call in (which many times involves a long wait on hold) and or I could receive a letter in the mail. I do not "always" get a letter in the mail to notify me that a submitted claim was received. It is almost 2016 and why can't an email receipt of approval be sent to a listed email address? Why am I not always sent even a letter in the mail to notify me that my claim was approved?

The Customer Service staff is very helpful and patient. I thank them for their patience and unfortunately cannot help but mention to them that Pay Flex's systems almost seem so primitive, as a way to make it difficult for their "customers" to reimbursed.

I am not sure if I am seeing this properly or not but in this thread, is there a combative representative from Pay Flex demeaning the the person issuing a complaint? Perhaps I will be the next to be laid into by Pay Flex?

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Cornbread65
, US
Oct 08, 2015 11:32 am EDT
Verified customer This comment was posted by a verified customer. Learn more

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!

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Masternav
, US
Oct 06, 2015 9:00 pm EDT

I actually work for a large employer's employee benefits office, and even I can't get Payflex to handle properly documented claims without elevating my complaints to a co-worker who handles appeals. I've had flex accounts for 15 years, and have never had the horrible experiences that I've seen recently. These guys lie, take weeks to process routine, well-documented claims, then blow claims off by claiming that they never received any documentation. This is happening on EVERY claim lately. The complainers here know what they are talking about, and I'm certain that the people posting here in support of Payflex are either employees or bloviating fools. Payflex STINKS. I will never sign up for a health FSA again if they are administering it.

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A_Han
MILLIS, US
Mar 26, 2015 1:02 pm EDT

Add me to the list. They refuse to reimburse me for copay paid out of pocked at my primary care because the reason for payment on the receipt said "patient discharge", not "co-pay". They have questioned virtually every non-pharmacy charge made on the debit card. One of the worst companies I have ever dealt with.
I am saving up my unreimbursed receipts and will be taking them to small claims court here in MA at the end of the year to recoup MY money, seeking triple damages.

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jwhz
Media, US
Mar 11, 2015 8:51 am EDT

Terrible company. They harass you for minor details that don't make sense. I send them legitimate receipts and they shoot it down because they don't like one word in it. My account on their web site says one thing their customer service says another and their letters say something different. Hardly worth the few tax dollars you save.

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My Life style Changes
, IN
Apr 21, 2011 7:36 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I want started new business

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David Eisenhauer
Brunswick, US
Nov 27, 2014 8:20 am EST
Verified customer This comment was posted by a verified customer. Learn more

I have had a Pay Flex Card several years, each with their problems. The current problem is that my wife was having health issues and our family doctor referred her to a heart specialist. When the bills came in and after the insurance paid their share, I paid the balance with the Pay Flex Card. The payment was deemed unauthorized and my card was deactivated. I have sent i copies of the bill. itemized copies of the activity from the doctor and from the insurance company, both with no action, in addition, I have filed contested claim with them, talked to them several times on the phone, with no satisfaction. They have told me my choices are to one, pay the outstanding balance, or to send in receipts from another bill that is the same or more that I have paid. I have almost $1000.00 in there that I think they are just waiting for time to run out so they can absorb my money. They will not even allow payment of the balance from the charges already accrued. My advice to everyone is do not use Pay Flex. This is a scam and is not a user friendly company. My advice is to boycott this company and others like it. Once enough people join the boycott, either they will change, or go out of business. They were designed to help us not to bleed us dry... This looks like another government funded boondoggle and cover up.

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GracieSally
Dallas, US
Sep 02, 2014 4:06 pm EDT

I have been sending in all the documentation that Pay flex asked me for and now after 2 months of endless calls they have denied the claim. It is a legitimate claim to a Dental Specialist. It was to evaluate bone loss on my gum and treatment. I received a letter stating that I owed the $106 and that if it was not paid by 9/18 then my card would be suspended. My card has been suspended for 2 months. EVERY dental charge has been disputed by them and my card has spent more time on hold then it has off of hold so I have been unable to spend the money on it. I need to have a CT Scan for a possible cancerous cyst in my kidney and was going to use the card because I don't have the money to pay for it. So for a $106 they are putting my health at risk. Any time I ask them a question they always say that it's under IRS guidelines. They hide behind that and really have no responsibility to know what their job is and their favorite thing to do is get the documents in the mail, by fax, or online and just trash them. At least that's what I think. I sent the documents every way I could 10 different times and hundreds of phone calls and I guess they finally got tired of me and just denied it. Probly without even looking at it. I am so thankful that due to all the complaints that my company has had that they are changing to a new company. The $500.00 I put in will probly be lost and I believe that is why they do what they do so that they can keep the money. They are stealing money. If anyone starts a class action suit against them please let me know.

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jdjdj
Omaha, US
Apr 07, 2014 3:18 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Direct formal complaints regarding PayFlex Systerms here: Pension and Welfare Benefits Administration of the Department of Labor 790 E. Colorado Blvd., Suite 514, Pasadena, CA 91601 **Please pass the word

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Flo Lamarchina
North Richland Hills, US
Feb 19, 2014 11:15 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Health hub by Payflex in my opinion is engaging in the worst kind of deceptive business practices. Using misinformation and misdirection to avoid paying claims. This is theft by fraud and I find it difficult to believe that it is purely ineptitude, but instead thievery of the worst sort. My flex card was cut of for a very small claim. So, instead of disallowing the amount, they froze the remaining 90 percent of my available funds until I sent them an EOB. This prevented me from having cash available to spend on doctors copay sand medication copays. When I finally relented and sent the EOB, they said it was too late to file any more claims for the year unless I did so manually. I did as they said and spent hours uploading documents. I never heard from them for two months. I called several times and was finally told that they would not be paying this claim as our company changed administrators and I would have to resubmit claims again with new company. They are liars. Please, let's file a class action now! Where can I get an attorney. I am sick of these companies stealing from hard working people who live paycheck to paycheck. Someone please give me a phone number.

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Monazk
Des Plaines, US
Aug 26, 2013 1:31 pm EDT
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Every time I use the stupid pay flex card for copayment, dental or medical expenses they send me notices for receipts. I fax everything back but get fustrated every time I have to do this. I called and asked why and the rep said its random because of the IRS requiring the info. Thats bull random I think "not" cause every time I swipe the card for medical use they want reciepts! I'm getting tired and fustrated of paying fax charges and the card getting suspended when I don have time! Who can I complain too!

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PiscesJNJ
McKinney, US
Aug 04, 2013 12:10 am EDT

I'm completely confused: a phone rep told me I have $219 in available balance. I changed jobs. I looked at my transactions and it says ($333). I calculated my transactions and it looks like I have spent more ($333) than I had paid while employed with the company. Does Payflex give you their entire coverage amount up front at the beginning of the year? The phone rep said I have $219 balance...so why was I denied for my prescriptions? I was told I have until the end of this year to submit claims. I am denied for "not in coverage date". If I truly do have $219 in my available balance, then they need to take that and apply it towards my ($333) transaction balance. Then I will understand why I am not denied coverage. Otherwise, what is the $219 for? Is everything not live and up-to-date on their healthhub site? Ugh...I'm so confused! The rep on the phone appeared to have helped, but now that I've been denied I'm more confused.

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Tracy156
Spring, US
Jul 08, 2013 5:36 pm EDT

What I find hard to believe is the numerous times I've called and spoke with customer service and was advised incorrectly about dates regarding the extra time at the end of the year to use any left over money. I was advised I needed to pay any outstanding bills for 2012 by April 30th or I would lose my $ so I paid on 4/19/2012. Now the date has changed to April 15th and I'm still going to be lose my money since my appeal has been denied. I even called in June of this year, while my appeal was pending and I was still advised my last date to use my 2012 funds was April 30th.