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 meSincerely, [redacted]
Thank you for affording BenefitHelp Solutions (“BHS”) an opportunity to respond to the complaint filed by [redacted] After careful review of the facts relating to this matter, I found the following.During the plan year, Ms [redacted] used a Benefit MasterCard for reimbursement of expenses from her health FSACertain Benefit MasterCard transactions are automatically substantiated at the point of sale, while all other transactions require that additional third-party documentation be submittedIt seems that an issue arose due to the timing of the use of the Benefit MasterCard and the receipt of required substantiating documents for several card transactionsThis timing issue resulted in Ms [redacted] ’s Benefit MasterCard being temporarily turned offUpon receipt of all outstanding documentation, BHS reactivated Ms [redacted] ’s cardAt Ms [redacted] ’s request a new Benefit MasterCard has been issued.In order for an eligible medical care expense to be reimbursed from a health FSA, both a statement from the participant and supporting documentation from a third party must be providedFor expenses incurred in 2017, Ms [redacted] manually submitted several claims for reimbursement without a signed claim formReimbursement on these claims was pended until a signed claim form was receivedAt this time, all pended claims for the plan year in which BHS has received the necessary documentation have been reprocessed.Unfortunately, the communications provided to Ms [redacted] may have resulted in confusion regarding what information was needed to resolve any outstanding transactionsTo ensure the highest standard of customer service is provided, BHS intends to use this opportunity to further improve our practices.Cordially,Scott [redacted] L [redacted] Senior Vice PresidentBenefitHelp Solutions
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 meSincerely, [redacted]
Thank you for affording BenefitHelp Solutions (“BHS”) an opportunity to respond to the complaint filed by [redacted] After careful review of the facts relating to this matter, I found the following.During the plan year, Ms [redacted] used a Benefit MasterCard for reimbursement of expenses from her health FSACertain Benefit MasterCard transactions are automatically substantiated at the point of sale, while all other transactions require that additional third-party documentation be submittedIt seems that an issue arose due to the timing of the use of the Benefit MasterCard and the receipt of required substantiating documents for several card transactionsThis timing issue resulted in Ms [redacted] ’s Benefit MasterCard being temporarily turned offUpon receipt of all outstanding documentation, BHS reactivated Ms [redacted] ’s cardAt Ms [redacted] ’s request a new Benefit MasterCard has been issued.In order for an eligible medical care expense to be reimbursed from a health FSA, both a statement from the participant and supporting documentation from a third party must be providedFor expenses incurred in 2017, Ms [redacted] manually submitted several claims for reimbursement without a signed claim formReimbursement on these claims was pended until a signed claim form was receivedAt this time, all pended claims for the plan year in which BHS has received the necessary documentation have been reprocessed.Unfortunately, the communications provided to Ms [redacted] may have resulted in confusion regarding what information was needed to resolve any outstanding transactionsTo ensure the highest standard of customer service is provided, BHS intends to use this opportunity to further improve our practices.Cordially,Scott [redacted] L [redacted] Senior Vice PresidentBenefitHelp Solutions
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