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Adp / Flexible Spending Health Care Plan / Unbelievably horrible service

1 P.O. Box 1853Alpharetta, GA, United States Review updated:
Contact information:
Phone: 866-907-0235

Unless you want to deal with the most frustration you've ever had in your life... NEVER EVER sign up for the ADP Flexible Spending Program. This is a benefit plan often offered to employees by their employers. It provides automatic tax deferred deductions to be taken out of your pay for out-of-pocket medical expenses. ADP is extremely strict about members providing the (* REQUIRED) itemized receipts to substantiative every penny you've spend (of your own money). That's not the problem-the problem is the methods in which your supposed to provide this information. They want to receive this documentation by fax. But mysteriously, they never receive them. I sent them my 'substantiation forms and receipts' over 6 different times. Never received. I'd call after I faxed and they won't confirm whether or not they were received. I had $2, 000. deducted from my pay in 2007 and had $1, 969 worth of medical expenses that they currently denying. They tell me that I actually owe (ADP) reimbursement for $1, 969. because they already paid the claims. Regardless that it's MY money. They blame it on the rules of the IRS. Never taking responsibility of their own administrative incompetency. I've mailed them the required forms and copies of all my faxed transmission confirmations and they still refuse to confirm they received them. I mailed them Certified-Priority Mail. I'm blown away on how this huge company is getting away with ripping off employees for their hard earned wages. And how many corporations use them. Any suggestions would be sincerely appreciated.

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  • Sb
      2nd of Sep, 2008
    +3 Votes

    This is a scam. They make you tap dance to get your money. They are telling me I am in the dependent account and not the flexible spending account for healthcare, which I cannot use, and all claims are denied. I have a battle on my hands. I think they are ridiculous. Enrollment was confusing and last minute. I don't know where this will lead. I wish our human resources department was qualified to handle this instead of using ADP.

  • Ro
      22nd of Sep, 2008
    +2 Votes

    this is same problem i am currently having with ADP, they turned off my card because they say I owe them receipts for last year, however i have copies of all receipts as well as my fax cover sheet which shows they received them. this is a joke.

  • Yb
      18th of May, 2009
    +2 Votes

    Any suggestions how to deal with ADP? To whom I nay complain?

  • Ly
      4th of Dec, 2009
    +2 Votes

    I have the exact experience with ADP. In 2008 our card was also deactivated so that we could "substantiate" the purchases made at (1)Costco Pharmacy, (2)Costco Pharmacy, (3)Mediplan Diet Clinic, (4)Cordova Medical Clinic, and (5)Costco Pharmacy.

    The card went through at these retailers without a problem. Within 60 days, I had a total of 5 charges to substantiate, even though they were done at legal, medical American facilities and pharmacies.

    I faxed the documentation in July, 2008 and then waited. In September, the card remained blocked. I re-submitted the faxes and still could not get a verbal or written verification that ADP receieved the faxes. Again in November, 2008 I submitted the substantiation forms. Still no unblocking of the card. I was told to send a direct fax attention to Beth Ann. No response.

    After having a baby in this year, I had given up on ADP and then decided to try again after my husband complained to his HR department. I spoke with a CSR named Lani in the Salt Lake City, Utah call center who told me they had no record of receiving the faxes and to send them again.

    I purchased a new fax machine and dedicated a separate phone line. I re-faxed the substantiation forms after going back to the retailers and getting newer and more substatiating documentation with signatures, letterhead, and graphics.

    The verification finally occured after multiple phone calls and sending back-to-back faxes of the same documents. All but one have been verified.

    The last charge of $9.49 is still "lost". I've logged 22 faxes of this $9.49 charge faxed again since 11/23/09. ADP still says they have no record.

    I send them this email this morning.:::::

    ""I have re-submitted twice on 12/3/09 and three times again on 12/4/09 the substantiating receipt for the $9.49 charge on my FSA account. The receipt and substantiation page were clear, concise, and legally correct. The receipt is an actual computer print from the accounting department of COSTCO WHOLESALE and authorized by the store manager who has verified in writing that the charge was done at the PHARMACY for 150mg of the Antacid, Ranitidine which is an FDA approved medication in the United States.

    Please update my FSA account and verify this item! Why is it taking so long to simply view this piece of paper and enter the "VERIFIED" button on a keyboard?

    SALES DATE: 6/24/2008

  • Up
      4th of Mar, 2010
    +2 Votes

    Boy, I thought I was the only one. I could tell you my story, or just copy one of yours because they are all the same. Many faxes, letters, and calls. I finally caught them in a lie. They said they had no record of my submissions, but they gave me an email saying that I submitted an incomplete form. That got the ball rolling and some how they approved it 18 months after the fact. Now I am fighting them to find out where they paid the money, ADP says they paid it, the doctor says that no funds have been recieved.

  • La
      23rd of Jun, 2010
    +1 Votes

    I am having same problem with ADP-FSA.

    They are denying all my doctor visit copays.

    The receipt I had submitted had

    Medical facility name
    Doctor's name
    Patient's name
    Appointment number

    The paper also says, 'This is your receipt. Please keep for your records'.

    Still ADP-FSA keeps on denying the claim saying 'The date and type of service determines eligibility. Current documentation is missing date and/or type of service'.

    I am really frustrated with this. What does ADP think you buy at doctor's office with appointment? ice-cream????

  • Ha
      13th of Nov, 2010
    +1 Votes

    They are the absolute worst!! I have had the same issues each of you have complained about here. Someone should file a class action suit against them, it is awful to have to justify spending money at a PHARMACY for God's sake. I will never, NEVER EVER use them again!

  • Ad
      25th of Jan, 2011
    +1 Votes

    Can not agree more about this service. I spend more time to file my claims than any other services I ever had and they just don't want to give back your own money. May be those are the people to keep their cash flow by purposely deny your claims or make trouble for you. They call it the Flexible Spending, but I call it the Regid Spending from ADP - this is the wosre service copmpany I have ever dealt with and we should voice our anger and advocate "PLEASE DON"T USE THEIR SERVICE"!

  • Ri
      27th of Apr, 2017
    0 Votes

    @ADP User WV File a claim with the Better Business Bureau

  • Bl
      2nd of Feb, 2011
    +1 Votes

    Unfortunately the company I work for just started using ADP this year. And unfortunately several of us are already having problems with them. They denied a claim for an xray and deactivated one guys account until he pays them back for it!! He filed an appeal but his card is still inactive. These guys are a joke. Wish I knew before I signed up for it through my employer. They are holding our money hostage and blaming it on the IRS!!

  • De
      7th of Apr, 2011
    +1 Votes

    I agree and am experiencing the same as other. 7 faxes, every time I have to call and they say now they can't accept for another rason XYZ. To substantiate $45 in 2 claims, I sent them $800 of out of pocket expenses - they couldn't accept. Why? because it had some 2011 items on the sheet (so I'm responsible for UHCs websites now). It's whatever excuse than can think of and they NEVER tell you they received the faxes, never let you know the status of anything. They need to have their Axxes handed to them in the parking lock. I am mad and looking for a lawyer - seriously! These people are crooks. This is NOT a benefit and to say it is would be a bold faced LIE.

  • Ch
      10th of May, 2011
    +1 Votes

    ADP has done that to us also...they have denied over $2, 000 in dental bills for orthodontics stating that it is not covered or its a duplicate claim. Both the dental office and I have submitted the claim and showed them that these are different claims but they continue to deny the claims. We feel really cheated and stuck!

  • Ca
      4th of Apr, 2012
    +1 Votes

    I would have to agree with the above comments. I am not sure how these flex spending plans get away with it and WHY they have not been investigated. I too have faxed in receipts or letters of necessity from doctors, as they requested, and although I have the fax confirmation to confirm that the documents were received on their end, they continue to say that they did not receive them. Since I was laid off from the company that I had the flex spending plan under, and very conveniently the March 31st deadline to get all documentation in has passed, I am left with no recourse. I understand these plans fall under IRS guidelines so that doesn't give me much hope, but regardless of not being reimbursed, I would like to find out who complaints can be filed with. If I can find that out, and if enough of us complain, just maybe these programs will be looked at. Does anyone have any suggestions??? Maybe it's time to fight back!!

  • Te
      14th of Feb, 2013
    +1 Votes

    The plan administration is a joke. I recently joined and have had to product receipts for EVERY SINGLE doctor visit copay. I have spent much more time than I have saved in taxes. I'm investigating how I can opt out to avoid any more pain. ADP=FAIL

  • Tr
      16th of Sep, 2013
    +1 Votes

    I am currently fighting with them about money I paid out for medication and I submitted the receipts, with the hospital name account number paid receipt date etc they approved 3 payments and now are denying my claims how can it be approved 3 times and then not be? Never again this is the worst I don't understand why my employer would make us deal with these people, FOR OUR OWN MONEY

  • Ti
      27th of Nov, 2013
    +3 Votes

    ADP SUCKS! The website is terrible and usually not working correctly. After entering over 20 claim lines for the exact same Physical Therapy Provider which you can't copy and just change the Date of Service, the website wouldn't accept my attachment, and until you have an attachment, you can't submit the claim and there is no way to save it to submit later! This has happened to me 3 times causing me to loose at least 30 minutes of my life each time!

  • Ti
      5th of Jun, 2014
    +1 Votes

    ADP is obviously using these tactics to justify their jobs. If it were smooth sailing they wouldn't need all those people to deny paying out our money. I really doubt that the IRS is this strict with regulations. All of my claims need substantiation even though they all come from legitimate establishments like Allergy Asthma Associates, Gynecological exams, or Prompt care visits. Its absurd to think that these need substantiation. I thought I would be smart by not sending mine in, going through $2500 in just a couple of months I had cleaned out my savings, but now they are threatening me by taking back "my money" form the providers that I have paid. I will not use them next year, and if enough people quit using them maybe there will be a massive lay off of the tyrants. One can only hope!

  • Pa
      8th of Jul, 2014
    +2 Votes

    ADP is beginning to look like a Nigerian bank scam. My card was de-activated, I call them, they tell me I own them a $50 and $10 charge from 2007 (I had not used it for 5 years), I send in the payments, fine, I call them 2 weeks later asking why my card is not active, they tell me again there is another $10 charge from 2007, and I ask them why they did not tell me about it 2 weeks ago, and then they just keep parroting the same thing, never giving me ar reason why they did not tell me, and it takes 2 weeks to do anything, in addition to the support people not speaking English. My card was deactivated AGAIN this month, because THEY CANNOT read the receipt, and they ask me to send again with doctor credentials (which are printed in the receipt). Again, card still not active because although the receipt said for Services Rendered on 6/25/2014, they said the date on the receipt was 7/2, and it had to match the day of service (although the receipt said for services rendered on 6/25). THEY WILL NEVER GIVE YOU ALL THE INFORMATION YOU NEED IN ONE CALL, THEY ARE THE KINGS OF DELAY TACTICS, THIS IS A SCAM, THEIR GOAL IS TO KEEP YOUR MONEY AND PREVENT YOU WITH ANY MEANS POSSIBLE FROM USING IT SO THE EXPIRY DATE ROLLS AROUND AND YOU CAN KISS IT GOODBYE. STAY AWAY STAY AWAY STAY AWAY,

  • Lw
      28th of Aug, 2014
    +2 Votes

    I received notification that our card was suspended due to an unsubstantiated charge after I tried to use the card at my son's orthodontist office. I faxed the receipts again and received notification a week later that the charge for the orthodontist still would not go through. Called ADP again and they told me there was another charge not substantiated. This charge was for an oral surgeon's office where my son had to have teeth removed prior to braces. Sent the forms again and called a day later and they had record they received them but the "hold" on the account would not be lifted for 24 hours. Why??? I argued that I had provided them with what they claim they needed and they need to release MY MONEY. I was told that they would. You have to figure ADP is making money on all of this cash "holding". Another note why should we have to send receipts to obvious medical establishments? What else would I be buying @ an orthodontists or oral surgeon’s office besides medical services?

  • Ad
      6th of Nov, 2014
    +2 Votes

    My card is suspended I keep sending the requested receipts my card remains locked. No amount of phone calls or emails seems to be able to straighten this out. All were for Dr. and Dentist visits still the hold my money hostage with no hope of getting it back. Don't ever ever use ADP. These guys are just crooks.

  • Ch
      13th of Apr, 2015
    +1 Votes

    I agree completely with these complaints. Once again, my FSA card is suspended. As someone else posited, what do they think I get from my cardiologist, ice cream? But now, once again, my prescription refills for medications for my heart condition are on hold (blood pressure, heart rate, anticoagulant and cholesterol medications), and I will need to come up with additional up-front money to prevent having another heart attack or stroke. What is missing from this site, however, is an effective way to sue ADP, or a concerted effort to seek redress through the IRS or Congressional representatives. I imagine the financial windfall to ADP is significant, from holding on to all of our money for specious but technically legitimate reasons.

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