Benefit Advantage, Inc.

I certainly will work with my team members to make sure they are patient with individuals that call in with issues, but my employees do not agree with the statement that they were rude to the MormansI would probably make the case, if I were listening, that both sides of the conversation could have
been a little more patient with the other. In terms of the facts of the situation, our notes are pretty clearNo one specifically did anything wrong (other than possibly the US Postal Service). The Mormans sent in their Cobra premium on timeThe check did not arrive to us in a timely manner (which does happen with US Mail). The Mormans sent in a second check and placed a stop payment on the first check. Benefit Advantage was unaware of the stop payment, both checks arrived, and we processed both against the Mormans Cobra Account (FYI people often pay ahead, and we process thousands of checks). The first check bounced because of the stop payment and Benefit Advantage was charged a feeWe attempted to pass the fee along as is our process. I do understand the Morman’s frustration with the situation and I will work on telephone etiquetteBenefit Advantage, however, followed procedure in this caseI hope this serves as a logical explanation of the situation. The Mormans are not due a refund because they did not reimburse us for the $bank feeThere is no further action required from a financial standpointI do apologize to them for their less than positive experience with our company. Thank you! Sincerely, *** ***
*** ** ***Benefit Advantage, IncCommodity LaneGreen Bay, WI 54304Mark.zelinski@benadvan.comwww.benefitadvantage.com920-339-Ext126920-621-(Ce...⇄

As stated in my original responseWe apologize if the Norman’s felt that we behaved unprofessionally in our interactions with him and his wifeI certainly will be taking appropriate coaching steps internallyThere is no other outstanding issue, financial or otherwise, to the best of my knowledge. Mr*** is free to call me to discuss at any time. Thank you! *** ***
*** ** ***Benefit Advantage, IncCommodity LaneGreen Bay, WI 54304Mark.zelinski@benadvan.comwww.benefitadvantage.com920-339-Ext126920-621-(Ce...⇄

What happened here, since we have the correct address, is that either Mr. [redacted] mistakenly threw out his debit card (which happens very often with our members) OR it was lost by the US Postal Service. Although we typically charge for replacement debit cards unless it is our error with a wrong...

address, it is appropriate to give Mr. Schmidt his $5 back.His account will be credited for the $5.00. Thank you! I assume this will close out this complaint. [redacted]PresidentBenefit Advantage, Inc.3431 Commodity LaneGreen Bay, WI 54304Mark.zelinski@benadvan.comwww.benefitadvantage.com920-339-0351 Ext. 126920-621-1456 (Cell)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The business has done nothing to address the complaint. They did not at all address the tone and manner in which their employees spoke to my wife and I. They have permitted their employees to hang up the telephone on us which is TOTALLY unprofessional and outright inhumane treatment of people. I specifically told Benefit Advantage that I was sending a replacement check and placing a stop payment on the original so they were fully aware of that. The employees whom I named in this matter are certainly not being truthful or forthright about this matter at all and so it remains unresolved.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Revdex.com:I requested that someone from Benefit Advantage contact me to discuss this matter and that did not happen. That was stated as part of the desired resolution in my original complaint. Also, please be advised that my name is not Mr. Norman.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.] Make sure the buisness knows it is responsible till owner receives  cards thanks [redacted] 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Review: On 3/01/2016 I mailed check #[redacted] to Benefit Advantage in the amount of $608.19 to cover the monthly premium for my health insurance plan. I checked my checking account balance online (as I regularly do) and noticed that the check had not cleared. I then called Benefit Advantage to inquire as to whether or not the check had been received or if for some reason they might be holding the check. I was told that they had not received the check and that I should send a check before 3/31/2016 in order to maintain my coverage. I mailed check #[redacted] on 3/18/2016 and placed a stop payment on the previous check that I had mailed since it appeared to be lost. The second check was received and cashed by Benefit Advantage. I asked Benefit Advantage to please return the original check if they should find it. Benefit Advantage subsequently attempted to cash the original check which I had placed a stop payment on. That was of course the check dated 3/01/2016 for my March 2016 coverage. That check was returned due to the stop payment since they claimed to have not received the check. They are now attempting to pass a $30 charge to me for their incompetence. My wife and I called to discuss this matter with them on 4/05/2016. We spoke to Amanda and then to Jessica. Both of these women were rude and condescending, which is typically how they have responded whenever I have called them with any question. Jessica actually hung up on my wife. When we attempted to call back, Jessica simply did not answer the telephone. It is always my preference to handle matters in a professional manner but this matter can not be resolved if they choose to treat people in such an unprofessional and unacceptable way. They addressed us like we were is. My wife and I both have Graduate degrees in Education. Regardless of that, nobody deserves to be spoken to in that manner. I hope that these phone calls were recorded so that when this matter is investigated, you will plainly understand what I am attempting to convey.Desired Settlement: I would like for someone in authority from Benefit Advantage (not Amanda or Jessica) to contact me to discuss this matter. I would also like to have the $30 removed from my account as I am not responsible for that charge. I would also suggest that employees of Benefit Advantage receive customer service and sensitivity training.

Business

Response:

I certainly will work with my team members to make sure they are patient with individuals that call in with issues, but my employees do not agree with the statement that they were rude to the Mormans. I would probably make the case, if I were listening, that both sides of the conversation could have been a little more patient with the other. In terms of the facts of the situation, our notes are pretty clear. No one specifically did anything wrong (other than possibly the US Postal Service). 1. The Mormans sent in their Cobra premium on time.2. The check did not arrive to us in a timely manner (which does happen with US Mail). 3. The Mormans sent in a second check and placed a stop payment on the first check. 4. Benefit Advantage was unaware of the stop payment, both checks arrived, and we processed both against the Mormans Cobra Account (FYI people often pay ahead, and we process thousands of checks). 5. The first check bounced because of the stop payment and Benefit Advantage was charged a fee. We attempted to pass the fee along as is our process. I do understand the Morman’s frustration with the situation and I will work on telephone etiquette. Benefit Advantage, however, followed normal procedure in this case. I hope this serves as a logical explanation of the situation. The Mormans are not due a refund because they did not reimburse us for the $30 bank fee. There is no further action required from a financial standpoint. I do apologize to them for their less than positive experience with our company. Thank you! Sincerely, [redacted]

[redacted]Benefit Advantage, Inc.3431 Commodity LaneGreen Bay, WI 54304Mark.zelinski@benadvan.comwww.benefitadvantage.com920-339-0351 Ext. 126920-621-1456 (Cell)

Consumer

Response:

I was a contractor and the employer chose Benefit Advantage to be a 3rd party for my insurance coverage. I mailed the 3 separate payments for coverage however there ere issue with this coverage so I ended up having to pay of my doctor bills and 100% on my prescriptions. I contacted them numerous times and they said "they are looking into it and would call me back". They never followed up with me. Yesterday I received a termination notice from them due to a late payment (my mistake). Now I can't reclaim the money I wasted on their shatty coverage (no coverage) and now I don't have insurance.