Fayette SPCA

[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 and would like to share my experience with TASC that I had from 8am until about 8:amThis was prior to this letter from *** *** in which I received at 11:to my personal email directly this amAnd No I am NOT satisfied with the TASC Customer service. On Monday I received a letter from TASC with a new TASC ID NUMBERIn the letter you are to set up an account onlineWhen I went to do so I was unrecognizable.This am at I called Customer service and spoke with ***She stated that she did not show me enrolled by not recognizing my address in which I had been ask to verifyShe stated that I needed to be transferred to the enrollment departmentI was placed on hold with Estimated time of minAt 8:an automated message stated "that the persons mailbox I had reached had not been setup and that I would need to call back at another timeThank you, Goodbye." This has been my experience about times over the last 1/years that I have been enrolled with TASC under Dr***I even had one guy tell me in customer service when I complained about the hang up "OHWell I work on the phones, I will see what I can do about it". I called back at 8:and waited min for *** to answer the phone*** could not recognize me by my addressI explained about the letter with new TASC IDShe asked me twice if I still worked for Dr ***I stated "yes" and even offered for her to speak with Dr ***She said that the account showed that I had been terminated as of October Then she asked if she could put me on hold to check with another person/departmentWhen she returned she stated that I had again been terminated again as of Oct I did explain to her that I had requested to our office Manager that I would like to drop out of TASC at some point because I have had many issues getting payments in the past when I had an account with Dr *** (previous owner of same practice)I also told her that I just want reimbursement for the months of September and October in which I knew they had the fundsThen she stated "Oh yes I see that" Then my question was to why did she not address this when I was asking!! I assumed that whoever she put me on hold to speak to had found me with my balanceShe asked me to go ahead and file a claim and told her that I had filed a claim weeks ago and I had already received an email stating that I was not eligibleSo...she emailed me a new claim form and I faxed it to them at 8:I do not know yet if they are going to reimburse me.
Regards,
*** ***

To Whom it may concern, My name is *** ***, *** *** and I am responding on behalf of *** ***TASC incorrectly deducted the incorrect amount from the customer's account due to an enrollment error. The payment issue was resolved by the customer since she put a stop
payment on the *** with herbank. The enrollment correction was made on 7/22/15. We then pulled the correct amount on 7/28/2015, the day after we received the bank rejection from the stop payment The reinstatement of coverage involves the customers former employerTASC originally emailed the employer on 8/5/and then again on 8/18/since the customer was still not activeOn 8/19/TASC called and left a voicemail for the employer explaining that they were responsible for contacting the carrier to reinstate coverage She returned our call and informed us they would contact the carrier. Root Cause: The customer was incorrectly enrolled in Medical coverageThis is why $was ***'d from her bank account rather than the amount she was expecting to pay of $57.59. Secondary issue was the reinstatement of her insuranceThis delay was caused by the former employerThe standard reinstatement timeline is 2-weeksThe customers insurance is now active.Contact has been made with the customerTASC will work directly with her if there are any further problemsSincerely,*** ***

TASC recently switched to a new card vendorThis will open up new and better card opportunities for TASC customers in the futureA few of our customers did experience problems with their cardAs with all new systems, it took some time to resolve the problem this customer experiencedWe have been
diligently working with our new card vendor to resolve this problemAlthough the card was not working, there were other ways to access the FSA fundsParticipants have 24xaccess to our online portal to submit a Request for Reimbursement, Mobile app, or by completing a paper Request for Reimbursement form to us via an online Service Request, fax, or mailAn expense does not have to be paid by the participant prior to requesting reimbursementThey can submit the bill to us for claim documentationThey would then use the funds reimbursed to them to pay the billReimbursement to the participant occurs within 24-hours after the request is processedWe will continue to work with this customer until the card issue is resolvedThe convenience of using the card is what we strive for

[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 as long as they actually do respond to meThere have been multiple times that TASC has promised to reach out to me with an answer and have failed to do so.I understand that your records show that the proper receipts were not received until after the September deadline, but I know for a fact that they were in fact submitted in the original reimbursement request on August
Regards,
*** ***

Tasc has repeatedly tried to get in touch
with my ex-employer without success to clear up some administrative issue which has held up my reimbursementIf they continue to be unsuccessful, I feel they should still reimburse me based on the erroneous information they gave me back in December regarding my ability to use the funds up to March 10th

To Whom it
may concern,
My name is
*** ***, *** *** and I am responding on behalf of *** ***
The
processing error on this participant's account has been resolvedA check was
issued on 3/13/A new check was issued on 3/18/since
the first one appears to be lost in the mail
Communication
has been sent to the participant and I will work directly with her if there are
any further problems
Sincerely,
***
***

[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,
*** ***

Thank you for allowing us time to research your concern When a customer is no longer employed by an Employer who is contracted with TASC to administer their HSA accounts, the former employees account then needs to move to a personal retail accountIn early December, we informed you that
we would be moving your HSA funds to a retail account unless you decided to move the funds elsewhere On 12/14/your retail account was createdWhen we attempted to move the funds to the new account, it appears that you also processed a transaction on your endThis caused an error in our internal move processThe account was created but the funds were not transferred due to the system errorWe were not aware that the funds did not transfer to the retail account as expectedHowever, the funds were available for you to use and the money was still available for investment options On 1/18/a request was submitted to transfer the funds and you were informed that it would take 2-business days to completeThe funds were available in the new retail account on 1/29/There was a processing delay in our finance department due to a team member being out of office unexpectedly To prevent delays for customers in the future, we are putting the following processes in place: Audits will be performed to identify when a fund transfer errors outWe will then manually move the funds in a timelier manner When a manual transfer needs to occur, the Finance Supervisor will be informed in case the person responsible for the process it out of officeA baresource can then complete the request We appreciate that you brought this to our attentionThis prompted us to review and improve our internal process Best regards, TASC Resolution Team

[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,
*** ***

At the beginning of every plan year, Employers are instructed to provide employees with a copy of the Plan’s Summary Plan DescriptionThis provides the timeframes for Eligibility, Grace and/or Runout Period as well as what occurs when terminating from the planThis information is also available
to you online at www.tasconline.com by logging into your online account Upon enrollment in the FlexSystem Plan, a TASC Card is issued as one form of accessing the funds in your benefit accountYou would have also received the TASC Cardholder Agreement which provides enrollees with information regarding the cardThe agreement 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 accountsWe encourage employers to remind employees terminating from the plan that their TASC Card will no longer be activeEmployees still have access to the funds in their account by submitting their claim(s) online or by completing and submitting a Request for Reimbursement form via fax or mailThis must be done within specific timeframes which can be viewed online in your benefit accountThe termination date of your benefit account was 3/17/ On 4/28/our records indicate that your spouse spoke to a TASC Customer Care Specialist regarding the declined card transactionYour spouse was informed that the card was no longer active due to the termination of employmentThe Customer Care Specialist explained that claims could be submitted online or by completing a Request for Reimbursement formThe claims eligible for reimbursement would need to have a date of service between 9/1/through 3/24/The last date to submit the claims (Runout period) was 6/15/Due to regulations of a FSA Plan, we are unable to change the runout dateOnce the Runout period has ended, per FSA regulations, the funds are forfeited if not usedWe are unable to make exceptions to this rule as it would take the plan out of complianceThe IRS.gov website states: Under the use or lose provision, participating employees often must incur eligible expenses by the end of the plan year, or forfeit any unspent amountsWhile the funds are forfeited back to the Plan Sponsor, they are unable to return the funds directly to you since this would also be out of complianceIf you have further questions, please contact TASC

We’re sorry to hear about this participant's concernsA positive customer experience is important to TASC and we appreciate feedback from our participants.TASC will assist this participant with a resolution to their problem and will continue to work with them if further problems arise

TASC is sorry to hear that this customer is frustrated with our substantiation processWe will work with the customer to educate them on the process so their card is active for future expensesThe terms of this customers TASC Card requires substantiation for all transactionsSubstantiation
consists of providing documentation, such as an itemized statement, detailed receipt, or an Explanation of Benefits (EOB) to verify that the transactions are eligible Flex Spending expensesThe documentation must indicate the Vendor name, the Vendor contact information, Service date, Transaction date, Description of the expense(s) and the Expense amountCustomers are notified when documentation is needed to verify the claimThey are given days to provide TASC with the appropriate claim substantiationIf it is not received within this timeframe, the expense is considered ineligible and an overpayment is created in the accountThe TASC Card is temporarily deactivated until the appropriate documentation is received to verify the expense in question endor contact information
? Service date
? Transaction date
? Description of the expense(s)
? Expense amount

TASC apologizes for the frustration and disappointment in getting this issue resolvedYour concerns have been assigned to a Resolution SpecialistThe Specialist will be in contact with you within the next 24-hoursTASC takes care of the necessary communications, notices, forms, and
record-keeping of Cobra plans to ensure a Plan’s compliance with complex federal regulationsThe Resolution Specialist will research what occurred and work directly with you until this problem is resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11721118, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.TASC's response to my complaint was both misleading and a great representation on the way their company handles their customersFirst, the resolution they proposed was false, and is most definitely not acceptableBy their own omission (in the response to my complaint) they state that one of their representatives told me that a refund could be requested but not promisedThen, in the resolution portion of the response, they state " The customer was already informed, multiple times of the policy and there are no exceptions to it." If that was communicated "multiple times" as they stated, then how come they admit a refund was (at the bare minimum) discussed with the first representative?To add insult to injury, I received a phone call from a supervisor at TASC yesterday morning stating that their company policy is that no refunds are given retroactivelyAt that point, I informed her of the conversation I had with the first representative I spoke with who never once mentioned anything of this "policy"During the conversation, she agreed with me and said there was definitely an opportunity for coaching with the representativeIn addition, she apologized profusely for how unprofessional the previous supervisors acted and regardless of any policy, I should have been treated with respectLastly, she stated that she listened and reviewed all calls made between the representatives and meThis was in fact not trueI told her there were two calls made on the first day - one of which she never pulled, reviewed, or could even findI provided her with as much information as I could (Date, time and rep name) to assist in finding the recordingAs they mentioned, "all their calls are recorded" so I would suggest having that called pulled and reviewed as well.I do not expect this company to do anything to truly resolve this issueIt is apparent that customer service is at the very bottom of their goals as a company.I DO NOT wish to be contacted by TASC or any more of their supervisors via phone. Thank you,Ashley W***

[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 at the present time. I have been contacted by a manager to look into the disputed charges and am awaiting full resolution
Regards,
*** ***

[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,
*** ***

What I wanted to know from
TASC is what they are doing to fix this issue. It happens quite frequently. And how is using out of pocket money a solution? The reason you participate in a program such as theirs is so you don't have to put money out of pocket, yet that is their only solution to their issue. I want to be know that they are working to correct the issue of not being able to make a purchase using their card because it is inactive or denied. They have not issued me any corrective action taken

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
You asked for my address and date of birth because you thought they were both incorrect. They are both right and I have sent documentation to prove them to be correct. Since I do not have my HSA funds my complaint is not resolved and will remain unresolved until you send me my funds
Regards,
*** ***

On Mon, Dec 28, at 5:AM, *** wrote:Hi,Thank you for your help Yes, I have communicated directly with the Company and, finally, the matter is resolved.Thank you very much for your assistance, and Happy New Year.***

After reviewing Ms***' account we discovered that she is enrolled in a non-standard plan for sharing insurance expenses with her employer that requires payment by the 15th of each month. We have confirmed that her coverage is still active and are communicating with her directly regarding
the specific due dates for her premiums. We are also looking into our internal systems so that errors like this from our Customer Care team are prevented in the future. Please let us know if you need additional information. Thank you