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WageWorks Complaints & Reviews - Sucks: Gives stupid info

WageWorks Contacts & Informations

WageWorks

Posted: 2011-06-20 by    Nav Dessai

Sucks: Gives stupid info

Complaint Rating:  100 % with 4 votes
Contact information:
United States
wageworks.com
This is the worst company/customer service I have come across. They always come up with excuses not to pay back. The latest one I have heard today is that the re-imbursement can take UPTO 180 days. No one was able to explain why. The customer rep also said that the info is in the user agreement and when I asked her to show it in the agreement she couldnt :). I think they can keep your money and invest in their individual accounts and make money out of it... I am talking to my employer to get rid of them. I hope!!!
Comments United States Savings & Investments
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 21st of Jun, 2011 by   WageWorks Executive Escalation Team 0 Votes
Dear WageWorks Participant,

Thank you for your communication dated June 20, 2011 concerning your account issues. Your feedback is very important, and on behalf of WageWorks, we sincerely apologize for your experience.

We recognize your level of dissatisfaction and would value the opportunity to resolve your account concerns. Please contact us at executiveescalationteam@wageworks.com for additional assistance.


Sincerely,
Executive Escalation Team
 23rd of Aug, 2012 by   Beren 0 Votes
I have had my card "privileges" suspended twice for not sending in a requested receipt. I understand that they have rules to follow, but when I called about these suspensions, I was told that they would request a receipt and then wait 90 days before suspending the card. In both cases, I received an e-mail about the request and within a week, my card was suspended. When I sent the requested receipts in, it took almost 2 weeks to un-suspend it. That is crazy. When I talked to the customer rep, I was told that it was in the process of being reinstated and that I could pay out of pocket for the medication I needed and then get paid back. Yea, right! The idea of the card is good, but better administration is needed.
 24th of Aug, 2012 by   WageWorks Executive Escalation Team 0 Votes
Dear WageWorks Participant,

Thank you for your communication concerning your account issues. Your feedback is very important, and on behalf of WageWorks, we sincerely apologize for your experience.

We recognize your level of dissatisfaction and would value the opportunity to resolve your account concerns. Please contact us at executiveescalationteam@wageworks.com for additional assistance.


Sincerely,
Executive Escalation Team
 4th of Oct, 2012 by   MyOwn2Cents 0 Votes
Wageworks customer service / processing / website SUCKS! It's incredibel that this company with such poor service could go public. Nothing is more frustrating about my job, than having to deal with wageworks!

1. Customer Service - If customer service doesn't know the answer, say so. Don't waste my time. Don't tell me about your process, when it doesn't jive with what's actually happening. Is the rep wrong, or the processor? Don't tell me your processing dept will take care of it because the rep sent them an email, when it doesn't seem to do anything. Don't tell me you'll follow-up and call me back, if you're not going to!

2. Processing - I only have 3 accounts. Transit. Parking, Dep Care Flex. Had 2 processing errors between Transit and Parking in the last 6 months. This screws up my cards as I'm budgeting because I'm expecting the funds to be on the right card when I need it. They keep telling me to fill in these damn Special Handling Forms, but they can't process it right. Then they take weeks to process it because they're "special". And I'm still waiting for the fix to my last processing error (2 erros, wrong amount to wrong account), that wageworks keeps saying will show "in a few days". Come on, it's been a week!

3. The new participant website really sucks. For all the special handling forms I have to fill in, and processing errors made, adjustments have to be made to my account. But the new website doesn't show these adjustments anywhere. How many people need to see all their claims and payments on the same screen. Bring back the old version where I can look things up by account, including the adjustments! And there's no place on the website to provide feedback. Hence I'm complaining here!

I may not be able to convince my company to switch away from wageworks, but I can get my frustrations out on sites like these as often as needed. I am so sick of companies like Wageworks saying how important customer service, but doing the opposite.
 28th of Jun, 2013 by   celery 0 Votes
My husband recently changed jobs and our FSA is administered by Wageworks. I've made two calls to them and they are completely worthless when it comes to customer service. Their customer service is from a call center in India and the people working there don't seem to know what they are doing. This is not because they are Indian or in India - I'm Indian and have dealt with decent customer service providers there previously. I think the training Wageworks provides just must suck. The call quality is also horrendous. There is major lag and the voice quality is garbled at best.

Both times, i wanted simple questions answered and they kept telling me that they wanted to "guide me through the website" when the information I was asking about wasn't listed in the web portal. Both times the reps insisted on guiding me through the website only to find out the the information I was requesting was not there. During this last call, I wanted to find out why I was being reimbursed by check even though I had selected Direct Deposit and filled in all of my information. I selected Direct Deposit weeks before we submitted any claims. The rep tried to tell me that my husband must've changed it to check and then changed it back to direct deposit (as direct deposit was currently selected). When i told her that was unlikely because he didn't have the login information, she told me she would only be able to inquire about it if he signed a HIPPA form. I told her all the claims that had been submitted were for me and I wasn't requesting health info. In the end, the rep agreed that Direct Deposit should have been the method of reimbursement as it was selected, but she could not tell me why we were getting checks or tell me if we'd continue to get checks on future reimbursements.

It was a totally useless call and these reps always seem to do their best to waste as much of your time as possible. This was an easy inquiry and there's no reason it shouldn't have been answered on the phone. Now i'll have to call the benefits office at my husbands job and see if they can do anything about it.
 24th of May, 2014 by   DLEC64 0 Votes
Wageworks customer service reps are not the brightest tools in the shed. One told me my submission was denied because it wasn't in the right fiscal year-wrong. And, she didn't even say she was sorry. The second guy I spoke with say my claim should go through because all the info was there but then it was denied again. It says outpatient services on the bill and had the ICD codes. WTF else do you guys need? Now my card is suspended even though I have more money left on the card even if the claim was denied and I can't get my prescriptions. I could pay for them myself put then they would be denied. The only time anything ever seems to work is when you can use your card. I am sorry I use flexible spending anymore.

You should all be fired.
 30th of May, 2014 by   Discrete Person 0 Votes
I too am having a problem with Wageworks. Please don't have a medical test started in Dec 2013 and a finish date in Feb 2014. Federal law states a medical lab cannot bill until the test is complete. The itemized receipt shows amounts for the medical test being started in Dec 2013 and clearly a charge for the test in February 2014 when it ended. Wageworks will not accept the 2014 transaction as they are claiming it's a previous year medical transaction. Also, we were reimbursed for charges made to the card since the insurance company paid.. We called Wageworks to ask how to send the money back to them. They told use they could not accept a check and to just submit an itemized receipt for the original charge. Well, now that my card has been suspended, they have provided instructions on how to refund the account. I work for a rather large company who just changed over to Wageworks. I am bringing these issues up with our HR dept. This has left a bad taste in my mouth. Pre-tax medical accounts are just not worth the aggravation. Wageworks employees a bunch of half wits. If you happen to be a company reading this, do your employees a favor and take your business elsewhere.

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