Fayette SPCA

We apologize that your card is not working as expectedAdditional information is needed to determine why your card is not workingA member of our Customer Satisfaction Department will contact you directly to determine why your card is not working and resolve the issue

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.I'm writing to notify you that I have resolved my complaint (ID ***) against TASC. I received the $that I was owed (The funds were NOT sent to DOR unclaimed property, as TASC alleged in its response.)
Regards,
*** ***

We reviewed the history of this case and the appeal needed to be reviewed and approved by the employer. TASC sent this appeal to the employer on October 6th, November 7th and December 29th. We received an approval to pay the funds on February 8thA payment is being processed and will be
sent in a few business days. We will follow up directly with Ms*** on the expected delivery date of the payment

We’re sorry to hear about your frustrations with your COBRA account TASC worked directly with the Plan Sponsor to confirm your coverage levelInitially, you were enrolled as single coverageWe learned that the coverage should have been plus spouse The account has now been
updated to reflect the correct ratesNew coupons have been mailed to the address on fileA Resolution Specialist called to explain what occurred as well as providing you with the current amount due to keep your coverage activeYou are now paid through 9/30/ Thank you for your patience as we updated your account

When a participant in an Employer sponsored HSA plan ceases employment, the monthly bank fees associated with the HSA account, that the employer pays, are then passed on to the HSA account holderThis policy is stated on the enrollment form the participant completes and signs when electing an
HSA accountWe apologize that the customer was not informed of this verbally when he called to convert his account to a retail accountPage of the HSA Enrollment form the customer signed indicates: FeesThe Accountholder shall pay the TPA the administrative fees described in any separate agreement with the TPA, and the Custodian shall undertake no responsibility for collecting, reconciling, reporting or disclosing said fees in connection with this agreement.Our records indicate that the customer contacted us on 11/5/and requested that we move his HSA to a retail HSA account since he had left employment with his employerThe retail account was established on 11/13/The monthly fees began on 12/3/The customer did log into his account on 3/16/2014, 4/28/2016, and 4/4/The monthly fees being deducted to service the account were viewable onlineDue to the signed enrollment form of the administrative fees, we are unable to reverse the fees for servicing the account

We are sorry to hear that this customer experienced difficulty when faxing claim information to us for processingTASC prides itself on having the fastest and most accessible request process in the industryWe contacted the customer directly to obtain the necessary documentation to process the
reimbursement requestThe funds requested, paid out to the customer on 4/27/

TASC is sorry you experienced frustration when submitting claims for reimbursementTASC prides itself on having the fastest and most accessible request process in the industryWe will work directly with this customer to resolve their issue

Hello, We are sorry to hear that this customer is experiencing difficulty with their claim reimbursementThis issue was escalated to our Resolution TeamWe discovered that the claim did paid out at 50% rather than 75% per the plan set-upThe claims were reprocessed on 7/19/A reimbursement of
$was processed today, Wednesday, July 20thA TASC Resolution Specialist will contact the customer today to provide them with an update on this requestBest regards, TASC Customer Care

Hello,
TASC is sorry to hear about this participant's concernsA positive customer experience is important to TASC
In September this participant's FSA plan transitioned from another Benefit Administrator to TASCDuring a transition, a blackout time frame is needed to stop the
processing claims in the former Administrator's system so the transfer of data to the TASC system can be completedThe blackout period typically takes three to four weeksDuring this time, we are unable to pay out requests for reimbursementsOnce the transition of information is complete, the plan is active and participants have immediate access to their fundsTASC does not have access to a participant's paycheck, their employer pulls the funds from their paycheck then submits it to TASC as a contribution into their FSA accountWith a Dependent Care account, as soon as the contribution is made, the participant has access to the fundsThe participant may not have had access to the funds if the contribution was not posted to their account on their payroll date
After a plan year has ended a final audit of each participant's account occursThe contribution amount is reviewed along with the total disbursement amountAt times, an overdraft of an account can occurIn this case, our card vendor's system registered the two card swipes as a duplicateUpon reconciliation of the card system, both transactions processed which made the FSA account go into the negative by $Since the participant has now received more funds than what they have contributed, they are responsible for repaying the funds back to TASCBy not repaying the funds, the participant will be over the IRS Dependent Care yearly limit of $since they have been reimbursed a total of $
Documentation supporting the $transaction which caused the negative amount has been sent to the participantWe suggest that they take that information to their childcare provider for reviewTheir records should show the same
The cardholder agreement that the participant received with their card states: Each time you use your Card, you authorize your Plan Administrator to reduce the value available in your Card Account by the amount of the transaction and any applicable feesYou are not allowed to exceed the available amount in your Card Account through an individual transaction or a series of transactionsNevertheless, if a transaction exceeds the balance of the funds available in your Card Account, you shall remain fully liable for the amount of the transaction and any applicable fees
TASC will continue to work directly with the customer to come to a resolution

To whom it may concern:Because there was a change in employer, this participant was assigned a new account and TASC ID number Claims submitted under the old TASC ID have been declined.I have contacted the participant to inform her of the new ID and that she can submit requests for
reimbursement under the new ID number.Thank you,*** ***
*** ***
Total Administrative Services
Corporation (TASC)
** ***
** ***
** ***
This email and attachments are
confidentialDissemination, distribution or copying this communication is
prohibitedIf you have received this communication in error, please notify
TASC immediatelyThis e-mail, and attachments, are not intended and
cannot be used for the purpose of avoiding penalties or taxes due under the IRS
CodeTASC disclaims any and all liability arising from the delay or
non-receipt of this emailTASC does not provide any legal advice, investment
advice, or tax advice to clients or individuals

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Hello,
We’re sorry to hear about this customer's concernsA positive customer experience is important to TASC and we appreciate feedback from our participants
In reviewing the customer's account, we found that claims were submitted in December for December servicesAn
Explanation of Benefit (EOB) is required for TASC to process HRA claimsThe claims were denied since the customer did not include the EOB's along with his claim requestThe customer was instructed to resubmit his claims along with the proper documentationThe last day to submit this information was 1/31/The claim was resubmitted after 1/31/again without the required EOB'sDue to the time-frame of the submittal and the lack of documentation, the claims were denied a second timePer the contract with this customer's employer, we are following the verification of claims and plan end dates as they requested
TASC will contact this customer directly to provide explanation and resolution

Hello, The customer was terminated in In the complaint, the participant stated that the employer advised that funds would carryover. We believe she was told this before she was terminated, and thus the statement would be true. If she was told this information after the
termination; then the information would have been incorrect. The customer called TASC twice within the submittal time frame. In both those calls neither of the Customer Care Specialists provided the customer with her eligibility dates, or that the funds would not carryover The Customer Care Specialists did tell the member that the card would not work and, she will have to submit request for reimbursements online or by completing a paper reimbursement form. After the claims declined due to incorrect service dates, the customer was informed that dates of service must be within the Plan Year and that the funds do not carryover if you are no longer employed We believe it was not made clear that the dates of service must be during The eligibility dates are stated on plan document the customer would have received during enrollment and also online in the consumer portal. The customer stated that the employer said funds would carryover up to $500. We do not know if they told her this before or after she was terminated. The customer can submit an appeal to have the situation reviewedTo do so, she should contact Customer Care (###-###-####) for the appropriate forms

I have passed this participant's concerns with the service she has received to the appropriate resources within TASC If coaching opportunities exist, they will be addressed by our customer service supervisors.The four claims that the participant mentions were paid this morning There should be a bank transfer initiated tomorrow morning and the participant should see her reimbursements in her bank account early next week.Thank you,*** *** ***Total Administrative Services Corporation (TASC)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID
***, 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.]I have made numerous calls and emails to their Customer Service to no avail and, if they want to resolve this quickly, just issue the credits that I have asked for without further delay. I don't further talk, I want to see some action on their part
Regards,
Charles ***

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me My mapayment sent in February was accepted yesterday, March 15thI have since paid my March payment digitally and it appears the electronic payment issue has been resolved.
Regards,
*** ***

To whom it may concern:There was a bank transfer initiated on 10/for $to this participant's bank account.I have contacted him to verify receipt of these funds and will continue to work with him if funds have not been received.Thank you,,*** ***
Quality Coordinator
Total
Administrative Services
Corporation (TASC)
e: ***
w: ***
p: ###-###-####
This email and attachments are
confidentialDissemination, distribution or copying this communication is
prohibitedIf you have received this communication in error, please notify
TASC immediatelyThis e-mail, and attachments, are not intended and
cannot be used for the purpose of avoiding penalties or taxes due under the IRS
CodeTASC disclaims any and all liability arising from the delay or
non-receipt of this emailTASC does not provide any legal advice, investment
advice, or tax advice to clients or individuals

TASC apologizes for the technical issue we recently experienced with our reimbursement processThe issue was resolved on Thursday, February 25th, This customers reimbursement of $transferred to her personal bank account on Thursday, February 25thThe funds will appear in her bank
account 24-hours after the transfer occursWe will contact this customer to confirm that that the transfer completed successfullyTASC appreciates your feedback and will use it to further improve our servicesAt TASC, we strive to continuously improve our products and services

Hello, TASC is sorry to hear about this participant's concernsA positive customer experience is important to TASC and we appreciate feedback from our participantsTASC will continue to work with this participant to provide resolutionThe TASC cardholder agreement, which accompanies the card at
the time of issue, states: Your Benefit Account access will be terminated if you lose eligibility status for your Benefit AccountSuch a status change may include an employment status change or your Plan Sponsor no longer offering such accountsAlthough the card is no longer active, a participant may still submit claims online at www.tasconline.com or by submitting a Request for Reimbursement form via fax or mail. A list of eligible expenses can be found online at https://www.tasconline.com/biz-resource-center/eligible-expenses/An account will become locked after five failed user attemptsOnce this occurs, the participant can unlock their account onlineIf they are unable to remember the information necessary to unlock their account,they will e directed to call TASC for assistance accessing their accountThis is done to keep the account information secureTASC appreciates your feedback and will use it to further improve our servicesAt TASC, we strive to continuously improve in a responsible and user-friendly mannerThank you again for your comments

The Customer's dental coverage has been reinstated with no lapse as of February 14, 2018. TASC performs the insurance billing functions for the customer's previous employer and they had not received our notices to reinstate coverage sent on 12/29/and 2/6/18. We called the previous
employer and they reinstated dental coverage. The contact information in our system has been updated to prevent this delay in the future