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WageWorks Complaints 156

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5:25 pm EDT
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WageWorks WageWorks is a waste

Wageworks has denied every receipt I've sent in for medical bills. With every denial I call and ask what they want. I send them what they asked for, and denied again! Finally they said they want an explaination of benefits from my insurance, so I send that. STILL NOT GOOD ENOUGH! Now were on rejection number 5, I called again and they still can't tell me what it is they want. I have sent in every receipt I can get my hands on and its not good enough. I'm just going to pay the dang thing and be done with it. This company has cost me more money than I would be paying in taxes. If my company uses Wageworks next year, I will NOT be signing up.

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crystalcastles
Austin, US
Aug 21, 2012 3:42 pm EDT

you know everyone is complaining about wageworks but whose fault is it really?..wageworks? or you all for not reading the fine print?..all the information is provded to you, ..next time, know what youre sighning up for.

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TAR2
, US
Dec 26, 2011 6:30 pm EST

WageWorks is less than forthright about how they evaluate the receipts provided for reimbursement from Flexible Spending Accounts. I have found no consistency or transparency in how they interpret the validity of a receipt and a reluctance to put anything in writing about how guidelines are used to disqualify a receipt. It seems to me that a legitimate company would not hesitate to document their decisions. This is a cause for concern.

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WageDontWorks
, US
Dec 08, 2011 12:57 pm EST
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We have had the same experience with our medical bills. After our son was born we were out a good amount of money; after going through insurance we still had over a thousand left to pay out of pocket. We planned for that - that's why we had WageWorks. We were so wrong. The birth took place end of September. After all the insurance paperwork was done, and the final bills came in, it was already the new year. Initially, WageWorks just denied everything. I mean, everything. We kept sending in receipts, hospital bills, itemized list of charges (a separate printout we had to go to the hospital during business hours to obtain), and of course a volume of insurance statements. Still, nothing. Total denial.

So not to the phones. My wife called, got placed on hold too many times to mention, wasted hours of her time, and finally learned that "oh, sorry, we didn't notice you have until March to submit your claims for the previous year". Right - they didn't notice. Every account has that three month grace period because it's obvious the insurance companies don't turn around that fast. They paid out eventually, but the time wasted, the frustration - all of that was too much for a simple medical expenses savings account.

Now fast forward to this year. Again it's December, and again all of the sudden there are all these charges they started to question. So our account is suspended, and they're questioning over $200 of charges. We've already submitted our receipts and insurance statements, but seems that's not enough. And they don't communicate - just like the original complainant said. They just tell you they don't like a transaction, and then you figure out what it is that they need.

So we think we've figured this out. WageWorks makes their money when, at the end of the year, there are funds left in the accounts. They just keep that. So in fact it's in their interest to just not pay out. And the plan is probably that most people will become too frustrated to jump through all the hoops, and give up. Do that a million times over and you've got yourself a tidy profit margin.

This is why next year we're giving a different company a try - PayFlex. People at my work have been saying good things. And if that doesn't work, we'll just keep all our receipts and itemize. Seems like at the end of the year that may be more time-efficient than dealing with WageWorks.

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Almost Retired
San Diego, US
Nov 12, 2011 3:51 pm EST
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I have tried everything under the sun to (1) log-on to my account with WageWorks - I can't remember my password and no one from the company will answer my question; (2) get my balance for the current year by calling their customer service number - no response even after two weeks. WageWorks questions each and every expenditure I submit (by faxing because I cannot log onto their website) even though each one is obviously legitimate. I hope to retire within the next four years and wonder if Social Security could be any worse than WageWorks. If so, OMG! WageWorks is just another example of U.S. companies who take your money and then proceed to thumb their noses at you.

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9:47 pm EDT
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WageWorks Commuter benefit

My law firm used to have a very smooth system for deducting monthly transporation expenses from our paychecks and having them loaded, tax free, onto our SmartBenefits cards through WMATA. Now we have to go through multiple interfaces on a monthly basis to get the same benefit, and no one is responsible for keeping track of where the money deducted from our paychecks goes. WageWorks / Smart Trip / Smart Benefits / WMATA all pass the buck from one to the other, and no one can give you a straight answer. Wage Works is the most convoluted system I have ever been subjected to. I would rather let the money go to the US Treasury than to this group of incompetents.

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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...

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WageWorks I'm thinking of canceling the entire subscription

In two different months I received a $40 Metro Card that read "Invalid" from Wageworks. Called customer service various times and got turned off. They acted irresponsibly and told me to take it up with NY Transit Authority. NYTA told me to take it up with Wageworks. At this point I'm thinking of canceling the entire subscription.

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Since 2009, wageworks as steadily been increasing the verification of charges made to my account. All of the charges I have made have been for out of pocket expenses for medical and or dental charges not paid by my insurance company. On 5/27/2011 I spent over an hour trying to get assistance, because they said via email: YOUR CARD PRIVILEGES HAVE BEEN...

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3:00 pm EDT
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WageWorks Always denies claims

Their CONSTANT denials makes absolutely NO SENSE. What the heck do you think a person was doing at a physical therapist office?! That more information is needed, such as, What type of service. Brain surgery I guess is needed to figure that one out.

This is abuse of the IRS law. A Receipt from the Phys. therapist that I repeatedly go to bi-weekly for the co-pay, is very clear what the services are.

I believe that the Attorney General, BBB and Consumer Affairs should get involved if this harassment continues. There’s no way a doctor is going to write a long love letter to WageWorks every time a visit is made.

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Update by JenniferEvette
Nov 16, 2011 6:35 pm EST

Not sure how to advise the public, all of the disgruntle wageworks customers, but we all should forward our complaints to the ATTORNEY GENERALS OFFICE http://www.atg.wa.gov/FileAComplaint.aspx, with all of our complaints, only then can we stop WageWorks

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ishka
glen ellyn, US
Jul 19, 2011 1:02 am EDT

Hey Executive Escalation Team,

You want to be really useful? Be initially accessible some other way than snail mail. I just got turned down for my daycare reimbursement because my employer put down the wrong separation date; I was laid off and the discrepancy was 22 days. The catch? I had $800 bucks in the account, my daycare is $700 bucks a month. I just want my money out, but nobody at Wageworks is authorized to have common sense because "the dates are unauthorized".

The only solution offered, after waiting ten days to hear my claim was denied, was to MAIL the escalation team on the opposite coast and wait two weeks.

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2:32 pm EST
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WageWorks Incompetence

The service advertised is using pre-taxed dollars to pay for medical expenses. Sounds good, right? Not so fast, it is an extreme hassle to pay your provider using wagework; the card is constantly denied even though it is sufficiently funded; you have to jump through hoops to get them to authorize a payment to your doctor / pharmacy, etc.; the customer service is a mind numbing excercise in futility. I have subscribed through my employer for the last two years and every year has been a mad scramble to get them to authorize release of funds to my provider (wagework get to keep any money left in account after year end). I have never written a complaint in my life, but had to with this company. Wageworks is good in premise - horrible in practice.

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Crazycat42
De Kalb, US
Apr 16, 2012 10:56 pm EDT
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Am having same problem! I did not realize that if money is not used employer keeps money! No wonder employer not cooperative, they want my hard earned money, and using WageWorks to get it!

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2:02 am EST
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WageWorks Wageworks health reimbursement service is horrible

My employer in NC uses WageWorks to handle their Healthcare Reimbursement accounts, and they totally suck. The first year we used them it was a huge pain in the butt to use their debit visa card because they would wait a few months before telling you about a charge they wanted to dispute, and then they rejected faxes I sent them twice because they claimed they were illegible, but they were perfectly legible. We hated their service so much we stopped using it last year. Because we felt bad that we were missing out on money saved through limiting taxes, we signed up again this year. They list the old deactivated card of my wife's as still active even though it was issued in 2008 and was cancelled the year we stopped using it. I called them a few months ago to tell them this and explained clearly what their website said and that I needed a new card issued for my wife. They told me that they would need to reissue a card to me. I said no, I just need one for my wife. They said that they understood, but that they would have to reissue my card and I would receive that card and then later a card for my wife. I just received my card, activated it, and looked on their website. Their website still shows my wife's card as active, even though it isn't and hasn't been for over a year. I can't call them right now because they don't have support at night unless the card is stolen in which case they will take a message, but otherwise they state that they will disregard the voice mail I leave them. This is totally unacceptable.

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2:32 am EST
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WageWorks Crisis

Wageworks is the most completely ineffective company I have had the sad pleasure of contributing money to. I submitted a bill for my daughter's orthodontia and they paid part of it. When I went to resubmit for the rest of the money they denied it. Same form, faxed again. The online statement states services 2009, I called them they wanted to see a copy of the contract which I submitted they denied again. For the other bills, I have had to submit again and again after they paid it. I am fed up and tired of being made to prove my health care expenditures to save money on taxes. They treat me like a criminal but in reality they are the criminals and if they do not approve my claim I will get a lawyer and go from there. I am tired of having to prove medical expenditures, do they really think a bill from a orthodontist is a scam!

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8:58 am EDT
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WAGEWORKS IS A BIG SCAM! I cannot believe for the life of me that major corporations actually participate with such a dishonest business. They quickly accept your money into their debit card for medical expenses but when you use your card with YOUR money in it, they quickly dismiss the transaction making you go out of your way to prove it was a medical...

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WageWorks Totally ineffective company

I seem to be one of many, many, MANY dissatisfied customers who signed up for this flex-spending program. When money is deducted from my paycheck every two weeks to be put in this fund for tax-free health care spending, it seems like a good idea at first. But soon WageWorks begins questioning every single use of your card; even doctors' co-pays get questioned. You have to keep every receipt, fax in whatever they ask for, re-fax it when they claim they didn't get it the first time, PAY THEM BACK for whatever they deny (often for tiny technicalities) and deal with their clueless script-reading customer service teenagers who never have any answers for anything. It seems like the idea is to wear the customer down by hassling them until they stop using the card altogether... and the guess what? WageWorks keeps the remaining balance at the end of the year! This is either a good idea gone wrong or an outright scam.

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MichaelM1
Alexandria, US
Oct 28, 2011 6:34 pm EDT

Scam is the word I would use. I am moving out ot the commuter area and Wageworks has a strict "No Refunds" policy.

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9:59 pm EDT
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WageWorks The call center reps are great

I have to say that I just called into Wageworks today and the phone agent was wonderful.

Although they could not eliminate my need to validate my receipts, they were very patient and kind.

For all the people on this site that only complain, go to your congressperson about the IRS regs about your program. I cannot find anything that Wageworks has done wrong.

Before you call into a call center: Get a life and move on!

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MemphisTNsnagged
Memphis, US
Dec 31, 2010 3:05 pm EST

Having talked to wageworks several times this write up looks like one that was done by a paid employee to offset the many negatives that are posted. This is a common practice by many companies. Can't say for sure but my experiences have been 100% in the other direction many times. Was not bad until this year when they obviously outsourced customer service.

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2:14 pm EDT
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WageWorks Cancelling coverage - after sitting on check!

This is just to warn anyone who may have to use WageWorks. After reading several complaints on this and other web sites I am convinced this company is run by a bunch of incompetent circus clowns who can barely get themselves dressed in the morning, much less manage something as sensitive as health benefits.

I am one of the "lucky" ones; I only have dental insurance through COBRA and pay around $30 per month. My payments are due on the first of each month and have to be postmarked by the last day of each month in order to be considered on time. My husband placed our March payment in our mailbox on March 15, along with our car payment and our power bill. The other bills both cleared the bank by the 19th. However, we didn't ever see the WageWorks check cashed. It was not until April 8th, in fact, that they cashed my March payment, the day AFTER they cashed my April check!

The next day I received two letters: One dated April 6 stating my coverage had been terminated, and one dated April 8 saying to disregard the April 6 letter. I thought nothing of it at that point. However, when I received another letter dated April 16 stating they had not received my April payment, I got concerned and called. After all, they cached both my March and April payments. I was told my last payment had been applied to MARCH and that I was a month behind! The lady was nice enough to open a case, and advised me to call back in a day or two to check on it. When I did call back, I was told my coverage had been cancelled effective 03/01/2010 because my March payment had not been postmarked before 03/31. Not only do I absolutely know for a fact that is not true (because the other two bills had been paid well before the 31st), WageWorks couldn't even tell me what the postmark date was because THEY DIDN'T MAKE A RECORD OF IT! And, they don't even have the date of the check correct. They're trying to tell me the check was dated 03/16 when my cancelled copy clearly says 03/08.

So now, my dental insurance is terminated and I have to submit a *WRITTEN* appeal to hopefully get it reinstated, all because some ### wedged my March payment between their Dunkin Donuts coffee and Hardees bag and didn't find it for three weeks.

I STRONGLY urge anyone who may ever have to use WageWorks to send all payments certified mail so they can't pull this same act on you!

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josephine1986
, US
Jun 15, 2017 6:55 pm EDT

Same happened to me. I believe that WAGEWORKs has exploited and discriminated against me because of my disability and that is why my appeal for wrongful termination has been DENIED. Before hiring a lawyer, I want to know if there is a way I can repeal WAGEWORKS decision of denying my appeal against WRONGFUL TERMINATION OF COVERAGE. I paid my bill for November 2016. I have proof of that. Coverage was still dropped without my knowledge and refund check was sent 3 months later. And yet my appeal against this termination was DENIED. I made my cobra payment, then they terminated the insurance coverage for medical and extended the dental coverage an additional month for no reason with no notice and how I found out i was terminated was I got a refund check 4 months post payment of my medical coverage stating that I owed them 51 dollars for dental coverage. Now all the services I thought I was covered for (because I paid by bill) that wageworks cashed are no longer covered or paid for and went to collections. I filed an appeal and they denied it because they stated I owed them for dental coverage, despite my proof of payments. They do not allow for a rebuttal of their descion, they said if I want to challenge their denial of my appeal I would have to sue. I have no funds for a lawyer, they know this, they exploit and abuse their power any chance they can - they even denied a HIPPA form so that when I am too ill my mother could not advocate for me. Thanks, Josephine Barnett and Maria Strocchia, her mother who has HIPPA authorization as Josephine do not always have the capacity to speak or which WAGEWORKS have taken FULL advantage of by prolonging HIPPA for her mother, wrongful termination, and denying her appeal.

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ChristineCrank
Tulsa, US
Jun 27, 2015 6:28 am EDT

Keep in mind much of Wageworks "projects" are not done in house. The Kaiser Permanent OCA case management and FSA inbound calls are done by West Corp. Tulsa OK. I feel very sorry for Wageworks customers but even worse for the Westl employees who make about 10 dollars.

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Devilinsnakeskinboots
Junction City, US
May 31, 2010 8:05 am EDT
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Trust me your payment was received on time. Here s the scoop on that one their data entry dept is normally about 6 months behind as well as the accounting dept. During OE time it usually takes them 7 months to have anyones information put into the system depending on what location your sending it too. As far as appeals go dont bother because the project managers never get around to the letters due to them fighting with human resources departments about peoples benefits. Its a known fact that appeals are normally rejected every time and refunds are handed back about 4 months later. Your best bet is to go back to your former employer and report the company to the human resources department. Make them call up Wage-works and see why they can celled your policy, and also tell them they should think about hiring a new administrator to take over the cobra benefits because trust me your not going to get anywhere with these people. Tell your former human resources companies they can call the human resources depts from these corporations as well to find out why they left in a hurry. Dollar Thrifty, Harsco, and Standex. Hope this helps you!

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9:22 am EDT
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WageWorks Late sending/ lost cobra documents

I was liad off for 2 months on 12/30/2009 from my engineering job. My daughter is a full time college student on my major mecdical insurance policy and was taken ill with intestinal problems that required doctors visits and medical imaging as well as perscriptions. Wage Work lost my information and could not locate the documents as of February 07, 2010. I called three times since January 15th and Wage Works Site 120 customer service representatives stated that my former employer had not sent them the paperwork although the human resources department stated otherwise. Wage Work finally sent the forms regular mail and they arrived on February 12th, 2010 over 30 days after the date they are legally supposed to be delivered to the customer claimant. I had to call Wage Work to get the estimated rate and I sent the ARRA application, COBRA application form and check to Wage Works via regular mail. Unfortunatley, I did not send the complted forms and payment check via registered mailnad instead sent them on 02/15/2010 by regualr mail. I recieved the bills for medical imaging, doctors and perscriptions with claim denied from the hospital billing departments on 03/29/2010. When I called Wage Works about the COBRA insurance extension their claims representatives stated they never recieved any paper work or bills and that since it is over 60 days since 01/01/2010 they can not allow me to resend the completed forms along with a new check for the COBRA amount. Site 120 customer service representatives were contacted when the bills with insurance coverage denied in late March and they informed me since over 60 days had past I was no longer eligible for COBRA insurance coverage. They have refused to let me speak with their supervisors and reluctantly admitted that there was an appeals process. They grudgingly provided the details for the filing of a formal appeal and repeatedly stated that it would do me no good as more than 60 days had transpired and that all future medical bills would be denied. Wage Work's claim representatives blame this on the US Mail service and my failure to send them the forms registered mail although they sent them to me 2 weeks late via regular mail. Wage Works past tardiness and administrative/customer service ineptitude makes this questionable as to whether the forms were actually lost in the mail. I sent the documentation immediately on 02/15/2010. I think their past lateness in processing my claimant data (43 days to delivery) leading to Wage Works late send via regular mail of the forms as well as Wage Works apparent lack of an internet claims processing site tells you alot about their organization and its antiquated methodology. After two failures to have a supervisor return my calls as promised by the customer service representatives, I am skeptical that the written appeals process will be successfully resolved without legal representation.

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WageWorks Will not pay claims with legitimate receipts

First of all, thank you for inviting me to fill out the online survey form. But it seems I didn’t qualify because of the limited number of characters I could use.

Moving forward, I would really appreciate if your representatives were more knowledgeable about Physician Office Protocols and how they operate in terms of the way in which receipts are distributed to patients and the way paperwork is processed. It is apparent that you are not taking the necessary steps to do a little research on this matter. I know I have certainly turned in legitimate receipts that were from my Primary Care Provider. And you continue to hassle me about the kind of receipt I’ve submitted. And then you suspend my card privileges. Honestly, I don’t know what else to do.

Question: Are your Representatives, your organization operating in compliance with HIPPA. I certainly hope so. You are negligent of my personal medical information. Who sees this information after it has been faxed to your company? Is it lying on someone’s desk for all to see? Is it being passed around for someone to process? These are questions that need answering.

Seriously, I would have never had money deducted from my paycheck had I known I wouldn’t benefit from participating in this tax savings program. This is an avenue I use to get the best health care possible with the benefit of saving tax dollars. Times are difficult enough without companies trying to scam and take advantage of hard working people (LIKE ME) who are doing what is ask of them. Are you doing what is ask of you? I sincerely hope you are and that you take this issue into consideration. Otherwise, you are merely operating under bureaucratic procedures. Please…

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WageWorks Total discombobulation

This is quite possibly the most disorganized operation I've ever dealt with. The fact that the situation involves maintaining COBRA coverage doesn't help.

When I had to start paying for COBRA benefits, I received conflicting information not just on the payment amount but also on the drop-dead due date, three separate times, which got closer every time the payment amount was redacted. In November, I was sent a letter from WageWorks stating that I would have to enroll in an on-line "enhancement" by which I would have to print out my own payment coupons. The putative site (cobra.wageworks.com) does not appear to be alive, and the WageWorks customer service department claims no knowledge of it, although they assert that coupons were sent to me on the same date as the letter informing me that I will no longer be receiving payment coupons.

It's frankly shocking, not just because of the apparent lack of internal communication, but also because of the gravity of the matter of maintaining health coverage. On at least one occasion I was advised to just send a big check and have them sort it out later.

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Chrizz
, US
Mar 22, 2010 12:40 pm EDT

I am very disappointed with wageworks. I have been submitting claims receipt for over 1.5 months and they still have not resolve my claim. In addition, very time I call to check on the status they make excuse that they never recieve the informations I submitted when I have evident from their e-mail stated they received the information. The worst part, they manager can't even do anything, I don't see the point why they even have a manager when they can't make a decision.

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WageWorks Claim Denial

I left a company in July and had filed for a FSA with them through CreativeBenefits now know as WageWorks. I received a balance reminder from them 6 months later stating that I had about $220 in their accounts and that I was able to use that until 12/31/09. So on 12/29/09 I went to the local pharmacy and stocked up on misc items mostly all covered by FSAs. I went online and filed the claim for the items that qualified for the amount that was totaled as FSA compliant on the receipt.

A few days later I received a notice that I had been denied on all claims. Calling the customer service line was next to useless until I found the buried line to a representative. After waiting on hold for 5 minutes the call started dialing a rep then disconnected me... Going through the process again I was finally connected to a rep and we discussed the issue. As it turns out you are only covered by the FSA as long as you are employed by the original employer. When asked about the Billing notice stating the $200+ account balance, the rep stated that those are all automated and that it doesn't take into account the employment status of an individual. After giving her a piece of my mind about how that is misleading and costs my hundreds of dollars she agreed and stated that if she didn't work there she would find them confusing also... She then stated that in fact I didn't actually lose the $220 something dollars the account said I had, instead I only lost what I had deposited, which was less then what I had elected for when I signed up for the FSA. So infact the statement I had received was even more misleading in the fact that it stated I had cash in an account that I didn't actually have.

This place is completely ignorant and oblivious to their customer. They have potentially cost me hundred of dollars and I'm sure that there are other that have lost much, much more then that. I agree that if your company offers an FSA with WageWorks/Creative Benefits, run the other way and just pay the taxable amount rather then spending extra time dealing with the circus that is WageWorks.

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Brcan
, US
Apr 17, 2020 10:47 pm EDT

I have been trying to get a FSA credit card since Dec. 2019 and it’s APRIL 2020. For the love of me, where is my card? I speak with a live person, my address is right. I can not get a credit card. Is there a location I can go to get a card on the spot?

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Nanadup
, US
Jun 10, 2019 7:45 pm EDT

I have a problem with my FSA account, American Fidelity inactivated my card recently because I paid for some dental work (247.00 worth) done at the end of 2018 in February 2019. They inactivated my card and said the payment came out of 2019 and I need to repay it back because it was treatment done in 2018, even though I had 239.00 that rolled over into this Calendar year from 2018 which I opted for the 1000.00 for the year amount to be withdrawn from my paycheck bi weekly at the rate of approx 83.00 biweekly. So the dilemma is if I don’t repay back the 247.00 they paid out to my dentist in February my card will remain inactive and I won’t be able to use it for co pays on anything till I make up the 247.00, all because I swiped the card and didn’t submit it as a claim. To me that means I’m being forced to pay it back and they will still take money out of my paycheck every week. I feel like it’s blackmail, and why should I have to pay it back when they will receive 1000.00 of my money this year plus the rollover amount of 239.00, and then I have to pay back 247.00 by paying for things out of pocket and submit as claims that they will put it towards the 247.00. Is it me or am I being bullied and blackmailed, I need my medicines I have MS and take drugs for that and I have high blood pressure. I feel paying 247.00 is like double paying it. Someone tell me what I need to do as I went around in circles with the insurance company and was told there was nothing I could do and the IRS makes the rules and we have to suck it up.

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Darlene P
, US
Dec 13, 2018 10:15 am EST

I found out the hard way that flex spending account are frauds. I am a single mom that works one job. I was advised through my benefits department that a flex account would be good for my childcare. I signed up with the First Financial Group of America. This company never contacted me nor sent me any type of information about their company but they faithfully remembered to take my money. I finally contacted the company. Even though this account had never been used or deducted from in 11 months, I find out after contacting them that the account totaled $4800 that they planned to keep. I then questioned their methods. I brought it to their attention that the account had never been used. I also asked about their account managers managing the account but not noticing that the account had not been used. I was informed that they were keeping my money and that it's an IRS rule that says they can. I then scramble to find my daycare receipts. I finally locate a few and send them in because they do not take processed checks from your bank. In the end, they kept $2100 of my money that could have helped my single parent household a great deal. I told the representative that this was a very expensive lesson to learn and that I will manage my own money in my own savings account in the future.

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skyebluerose
, US
May 14, 2018 11:05 am EDT

FSA is horrible. I will never give them my money again. They are stealing and incompetent.

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G.D. Purk
, US
Nov 06, 2017 5:05 pm EST

My company had Tasc for a number of years. They were professional all the way. They had a debit card that would differentiate between allowable and non allowable expenses and not pay non allowed. It was like using your bank card. They switched to PayFlex for 2017 and people started having problems; denials of claims, cards shut down so you can't use them. I still have $1500.00 in account that I may use. Whats worse is that claims that may have been payed get denied then you have to reimburse PayFlex for spending your own money. Then you have to pay the bill again out of your pocket. The companies lead you to believe that the IRS gets left over money. Now that I know the company gets it back I understand what is really happening. They tell you that they changed to save you money however, if Tasc was hassle free they stood less chance of making money off of the programe.

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Marta H
, US
Mar 02, 2017 5:11 pm EST

In order to file a complaint or question regarding flexible spending accounts, you can contact the US Dept of Labor- Employee Benefits Security Administration. You can file online or contact them at (866)444-EBSA. They overlook health spending accounts.

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frusteratedandthensome
, US
Feb 04, 2017 6:22 pm EST

by the way, it doesn't matter if you know what your plan rules are, if they wont accept claim, after you have given the a copy of your plan, which you took directly off their website, and still wont put item in correct category and still refuse to reimburse you for it there's really not much you can do. so above where it state s it our responsibility to our plan is not helpful. we know our plan, we know rules, we checked fsa store ect. if fsa provider cant simply look at fsa store they refer us to, its bs. crooks DO NO T EVER DO FSA. RIP OFF. EMPLOYEER KEEPS MONEY.

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frusteratedandthensome
, US
Feb 04, 2017 6:14 pm EST

I don't think an agency regulates these fsa providers. I'm convinced employers choose the worst ones out there so they can keep the money you don't use. your employer gets to keep money not the fsa provider. I'm convinced the fsa provider must get a portion of it, that's why they deny everything. I even sent a pic of the item I chose off the fsa store website and still denied it. finally I wrote a short letter where I pasted off the irs website the definition of medical expense. I said I spoke to fsa store and the irs and both authorized. said this was there last chance to put my item in correct category of medical equipment, not special equipment before notifying state and federal officials . I also took a pic off wage works more inclusive items of categories which show no rx or letter is needed for the item I bought . its ridiculous. I included another pic off fsa store . I was going to include the chat notes from the fsa store also if needed where I tricked the fsa rep into telling me the category the item I wished to purchase fell under (medical equipment) then I copied and pasted conversation for later use. . they finally approved it, however they did not change to correct category of medical equipment. They kept it under special equipment which requires a prescription that I do no have because its not needed had it been put in correct category. now I'm wandering if irs is gong to question me over their incompetence. I also submitted shipping under the (other )category due to no option of shipping category, and they changed it to mileage. I bought it online so there was no mileage. I've asked them to correct multiple times but I've been ignore over 15 attempts. does anyone know who regulates these agencies? I rather not be in the middle of an irs dispute, but will f that's what it takes. try submitting it again . mine has an app you can use, so I typed out short irs part, took a pic and sent it first. if its to lengthy they wont read it. will paste below
I wrote ...you put my item under the wrong category of special equipment and now req a letter. I DO NOT need al ester for medical equipment. this is not special equipment. see pic of my plans policies. these items are determined by irs, IRS ' 213(d)(1), not you. therefore please read this as posted on irs website. its my last attempt before notifying and filing a complaint with irs and state and fed regulators.
per irs site

excuse typo's, , , I cannot deal with this crap anymore
What is medical equipment?
Medical equipment encompasses a huge range of items designed to be used by account holders to treat a medical condition or monitor its status. Under IRS ' 213(d)(1), "medical care includes amounts paid for the diagnosis, cure, mitigation, treatment, or prevention of disease, or for the purpose of affecting any structure or function of the body." this includes medical equipment, supplies and devices. As such, consumer-directed account holders can be fully reimbursed for the purchase of medical equipment with their employee benefits

if you want to get in writing, go to fsa store and persistently ask questions on the chat popup like, who determines the products on this site. you say its guaranteed, so are you saying irs determines products or your provider? it cant be provider because they couldn't guarantee each item. copy and save conversation before you exit as proof. ask about the item you bought. sure its on site if covered. pasted below. I removed emotes name and changed to fsa store to protect employee of fsa store
Welcome to FSAstore! How may I help you today?
ME→Your site says product qualifying for fsa is guaranteed. can I assume everything on site is correct for all non limited fsa products? Are these products determined by IRS medical expenses guidlines, or can each plan or employer choose what qualifies? I know there are limited plans etc, but if you have an FSA which IS NOT a limited fsa, should all product rules be the same? I'm having issues.
FSA STORE: All of the merchandise on our website is 100% FSA-eligible guaranteed! Please keep in mind that the items listed with a red check do not require a prescription. Items with a blue Rx logo indicate they require a prescription in order to be eligible.
ME→THAT MEANS NO LETTER ALSO IF ITS A RED CHECK, CORRECT?
FSA STORE: Correct.
ME→CATOGORY? PERSONAL ITEM, MEDICAL EQUIPMENT?
FSA STORE: Pain relief
ME→MY PLAN DOESNT HAVE A PAIN RELIEF CATEGORY WHEN FILING CLAIMES
FSA STORE: You can include it under medical equipment
ME→HOW ABOUT REVIIVE PANEL LIGHT TREATMENT? WANT IT FOR THE INFRARED, BUT PLAN SAYS I NEED A LETTER FROM DR CLAIMING ITS SPECIAL EQUIPENT
FSA STORE: it is FSA eligible, it's better to contact your FSA plan provider why it is not covered.
ME→Are these products determined by IRS medical expenses guidelines, or can each plan or employer choose what qualifies? I know there are limited plans etc, but if you have an FSA which IS NOT a limited fsa, should all product rules be the same?
FSA STORE: I sincerely apologize, we are a specialty store that strictly sells FSA eligible items, Please reach out to your FSA Administrator (the number should be on the back of your card) to find out.
FSA STORE: All items are guaranteed to be FSA eligible and we work with the IRS and your FSA administrator to make the shopping experience as seamless as possible.
ME→SO YES THEN, ALL FSA PLANS FOR THE MOST PART COVER THE SAME ITEMS DETERMINED BY IRS NOT THE PLAN HOLDDER LIKE WAGE WORKS FOR EXAMPLE
ME→I BOUGHT YOUR REVIVE FULL FACE LIGHT THERAPY PANEL AND THEY DENIED IT SAYING I NEED A LETTER BECAUSE ITS CONSIDERED A SPECIAL EQUIPMENT. IM ACTUALLY USING FOR THE RED AND INFRA RED ASPECT.
FSA STORE: do you have an FSA carad?
ME→I HAVE AN ACCOUNT, BUT THE WAGEWORKS NEVER PROVIDED ME A CARD, MEVER KNEW THERE WAS ONE AVAIABLE.I HAVE TO ASK BECAUSE WHILE YOU SAY ITS GUARRANTEED, IM BEING ASKED TO PROVIDE A LETTER, WHEN FSA SAYS I DONT NEED RX OR LETTER.I CAN GET ONE, BUT THOSE EARENT THE RULES. SO YOU CANT TELL ME IF ITEMS ARE DETERMINED BY THE IRS, OR DOES EACH PLAN GET TO CHOSE WHAT TO COVER?
FSA STORE: our items are determined by IRS.
FSA STORE: But we are not the one who manage your plan.
FSA STORE: You need to ask your plan administrator why the item is denied.

ME→THANK U . THEN TELL ME THIS, IS THE REVIVE PANEL BE A SPECIAL EQIPMENT ITEM, ? I THOUGHT THAT WAS HOME MODIFICATIONS ECT.
FSA STORE: It does not require prescription or letter of medical necessity so not special equipment
ME→THANK YOU. SAFE TO SAY MOST ITEMS THAT ARE LIKE A MEDICAL DEVICE ON HERE ARE MOSTLY CONSIDERED MEDICAL EQUIPMENT. DOESNT HAVE TO BE JUST DIABETIC STUFF
FSA STORE :You can ask them for list of items you can purchase using your plan.
FSA STORE: or better to ask them for an FSA card. .
ME→LIST ONLY SHOWS CATAGORIES, NOT ITEMS, THEY REFER TO FSA STORE.DOES SAY MEDICAL EQUIOMENT./REPAIRS (DIABETIC MONITOR, ) BUT VAGUE. ON WAGEWORK SITE, AND ON MORE DETAILED PAGE, IT SHOWD MEDICAL EQUPMENT AS COVERED WITH NO RX OR LETTTER NEEDED.
ME→ DO U THINK MAYBE I SHOULD CONSULT WITH IRS FOR CLARIFICATIONS I CANT GET FROM PROVIDER? Only found file A complaint on IRS site. Guess thats only option. To late to return item now.
FSA STORE : That would be a good idea to call IRS

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dxfey
, US
Nov 02, 2016 4:33 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Wage Works is not the only FSA administrator that is bad. My employer uses PayFlex and I have had numerous disputes with them. I appealed one rejected claim to them and sent them the IRS guidelines which they were in violation of, and they rejected my appeal. I am in the process of appealing to the IRS. Then, because I had so much left over in the account (if the appeal fails) I decided to start buying things that I could use. Their own web site says that compression socks qualify for FSA reimbursement, but they refused to reimburse me. I will never use a flexible spending account again. They are a rip-off.

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Tracy Windsor
, US
Oct 05, 2016 12:59 pm EDT

Does anyone know how to contact a person in authority with Wage Works? I enrolled this year as I usually do, and I received my confirmation of enrollment in January and my pay was deducted biweekly as planned. Unfortunately, Wage Works is great about taking my pay, but not at paying me back for my out of pocket medical expenses! I have over $2000 in co-pays, deductibles, etc. from January to August of this year that I have EOBs for and I have not been reimbursed for them! I contacted Wage Works and they said it was the error of my insurance (after being on hold over an hour)! I contacted my insurance and they investigated and they found that Wage Works shows I was not enrolled until Sept. 11, 2016! What?!?! So, my insurance never submitted any EOBs to Wage Works for me to be reimbursed! First off - no one can sign up for anything in the middle of the year! So, why did Wage Works neglect to notify my insurance at the beginning of the year? Wage Works went through a computer system change in September, which must have been how my enrollment kicked in - after their system went back online. But, now I cannot get reimbursed for the previous 8 months of expenses! I have contacted Wage Works 4 more times and they always put me on hold, blame my insurance, employer and anyone else, and the last call they simply hung up on me! So, I tried to contact them via secure messaging and they replied back that I need to call them. So, I am done with them! I want to go above them now to either the OPM or another federal agency that oversees this for federal workers! Does anyone know of contact information for this? There has to be some agency that regulates or oversees what Wage Works does (or doesn't do)! I will never enroll with them again and I am telling anyone I can in the federal government - to NOT enroll!

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WageWorks Claims approval

It's almost impossible to get this service to cover anything. I sent in a claim last week, and here's what happened:

1) It was rejected because I didn't check some box on the form. I'm fairly certain that I did, but I resubmitted the paperwork, anyway.

2) It was rejected because "the date of service could not be determined." This was simply false, the receipt was clearly dated.

3) I called, and was given a new reason for rejection - that my receipt didn't prove I bought prescription contacts (as opposed to color contacts). At this point I asked to speak with a manager.

3a) I asked how anyone got anything covered, since a lot of independent doctors don't give itemized receipts with full product/service descriptions and serial numbers. I was told that it was standard practice to do this. I'm looking at 2 receipts from different doctors that don't have it. I guess I'm bad at picking doctors.

3a[1]) I actually had an itemized receipt from my dentist earlier this year, but that was rejected several times (first for reason number 1, then because it was handwritten). Handwritten receipts are apparently no good, because it's a lot harder to forge something that came out of a printer these days.

3b) I asked if I could send them a copy of my prescription, if that would adequately demonstrate that I was buying prescription contacts. No. The explanation was that I could have been trying to get non-prescription color contacts covered even though I had a prescription. When I asked why I would ever be buying non-prescription lenses when I CANNOT SEE without a prescription (and have written proof), he blamed the government (seriously).

3c) I asked him if I could send him the bar code from the contacts I bought. Not even a copy, the original. No. Not unless I get it signed by the doctor on his office's letterhead.

I'm actually going to do this, because I'm a sucker and think there is at least a tiny chance they won't find another reason to reject it.

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TAR2
, US
Jan 03, 2012 6:16 pm EST

You are not alone in experiencing problems with how WageWorks handles claims. They don’t provide any written explanation as to why a claim is rejected and make people jump fences to collect what is their own money. WageWorks would be wise to consider the reactions of Netflix, Bank America and Verizon customers and be much more concerned with making as it as easy as possible to collect on a claim, or face a similar backlash.

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CRKlaus
Benton, US
May 28, 2011 5:05 am EDT

Since 2009, wageworks as steadily been increasing the verification of charges made to my account. All of the charges I have made have been for out of pocket expenses for medical and or dental charges not paid by my insurance company. On 5/27/2011 I spent over an hour trying to get assistance, because they said via email: YOUR CARD PRIVILEGES HAVE BEEN SUSPENDED
Your Health Care Card privileges have been suspended because you have not submitted appropriate receipts or repayments for any card transactions with Receipt or Repayment Needed. You were notified of your need to submit receipts or repayment for card transactions either via email or postal mail. I have sent numerous faxes, as did the medical provider for these same expenses they said they never received. I have recently just spent the last 4 hours sending them via the internet ALL of the EOB's or forms from my insurance coverages showing all the information that wageworks required. Now its the beginning of Memorial weekend, and they froze my card. I have a prescription I need for pain for an illness I have, and I am out of pain medicine for this illness. When I tried to explain that to wageworks customer service, the supervisor felt it was more important for them to explain that the money on the account is really, "a loan from the company my husband works", stating it was, "a benefit of a loan". After explaining to him I needed to get prescriptions filled over the weekend, twice I was put on hold for over 15 minutes. The last time I was put on hold, the company actually closed the business and he left me on hold for over an hour...I only hung up to call back and it was too late, the company had closed for the weekend. I want to send a formal complaint to someone about the company, but there is noone available to take the complaint because their customer service does not have an outlet/form/protocal for complaints. They just say, "we never got the paperwork". I also wanted to complain about the abuse of unverified charges. How many times can they ask for verification per year. Most times it is always from the same provider or dental charges, then wageworks, just threatens you by saying, "if they don't the paperwork, then the IRS can come after the account holder (me)". I am sick of their abuse and threats and ignorance. They get people on the phone that laugh at you, they don't take you serious, they don't care about the people (account holders), they are irresponsible with legal medical documents. There is NO place to talk to anyone about the problems, because they simply do NOT CARE!

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WageWorks Stealing my money

Wage works will not pay the copay for my glasses and or some doctor's visits even though I sent them the actual receipt. The customer "no service" department read from a script-even the supervisor. I was told that "You signed a contract." and there is no choice but for me to pay them back for all questioned expenses or they will turn me over to a collections agency. The supervisor told me that they have no process to challenge these policies and they was no higher authority for me to talk to. I am hoping for some advice on how to avoid legal action against them. Please help!

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WageWorks Denial to pay bills

Husband was laid off but we were relieved to know that at least we had $400 in the wageworks account left for the year...WRONG when his company changed his status in their system that was the green light for wageworks to try and keep our money. Wageworks manager called to say the date of his separation was the last date he was eligible to submit claims for! So basically you are screwed if you have money left in the account when you are laid off...So I told the manager are you telling me then that I should just doctor up some receipts to get my money, because over my dead body are you keeping my money she said you do what you have to do!

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akoostik
Ottawa, CA
Jan 23, 2010 9:48 pm EST

Wageworks doesn't keep your money, it get forfeited to your employer (after all, they fronted the money at the beginning of the year)
Also; submitting doctored invoices is tax fraud and the IRS will get you

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Melba99
Walnut Creek, US
Nov 01, 2009 8:01 pm EST

If you have any complaints with Wageworks, you should contact the employer who sponsors the fsa plan. Wageworks is just acting as the claims administrator on behalf of the employer, the plan sponsor. Pursuant to strict Internal Revenue Code rules, you may not get reimbursed for any expenses incurred after your termination, unless you continue coverage through COBRA. If you still have a balance left in your health fsa at termination, then you should elect COBRA, which should be available until the end of the plan year. Under COBRA, you will be able to make contributions on an after-tax basis, in which case you should be able to get reimbursed for eligible expenses incurred while you are on COBRA. Note, your entire election amount for the plan year, less prior reimbursements, will be available to you while you are on COBRA. Once you incur enough eligible expenses to get reimbursed for the entire election amount, just stop your COBRA contributions.

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About WageWorks

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WageWorks provides employee benefit solutions focused on health, commuter, and COBRA services. They offer flexible spending accounts, health savings accounts, and other pre-tax benefit accounts aimed at saving money for both employers and employees.
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Overview of WageWorks complaint handling

WageWorks reviews first appeared on Complaints Board on Aug 27, 2008. The latest review Mixed Experiences with WageWorks was posted on May 22, 2024. The latest complaint Time lag was resolved on Nov 24, 2014. WageWorks has an average consumer rating of 2 stars from 157 reviews. WageWorks has resolved 45 complaints.
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  1. WageWorks Contacts

  2. WageWorks phone numbers
    +1 (877) 924-3967
    +1 (877) 924-3967
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    +1 (650) 577-5359
    +1 (650) 577-5359
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  3. WageWorks emails
  4. WageWorks address
    1100 Park Place № 400, San Mateo, California, 94403, United States
  5. WageWorks social media
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    Checked and verified by Michael This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Jun 13, 2024

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