Fayette SPCA

My name is [redacted] and I am responding on behalf of [redacted].  We have been in contact with this customer regarding their concerns. Below is the communication we have provided. We have also called and discussed this matter with the customer. Response 9/21:...

“The scenario described by the customer is due to the IRS Uniform Coverage rule, which mandates that a participant's full medical Flex election be available at any point during the plan year, regardless of their year-to-date contributions. The IRS has been very clear that claims for services prior to a participant's termination entitle them to reimbursement up to their full annual election, and then any resulting negative balance is the employer's liability. This is part of the IRS' shared risk policy--the other half is that unused funds at the end of the plan year are forfeited back to the employer. Regarding the specific concern that the customer was never notified of these regulations, they are clearly outlined in the FlexSystem Client Administration manual we provide to all new and renewing clients. The customer was contacted on 9/21 by phone to ensure he understood both halves of the shared risk policy.”Response 9/29: “The note history on this account indicates that the client attended one of our new-client Webinars on 1/2/15; one area these Webinars cover is a client's options for terminating participants, and touches then on the Uniform Coverage rules. Additionally, the aforementioned section of the Client Administration manual is not 'fine print;' rather, the explanations it contains are in a clear and comprehensive format. We make this manual, the webinars, and (if requested) a one-on-one new client call available for the customer's education, as well as provide ongoing phone and email support should questions arise. We feel the customer does have a responsibility to take advantage of the educational resources we provide to familiarize themselves with the operation of this plan.”We will continue to work with this customer.

TASC has escalated the reinstatement of coverage to the insurance carrier. We are waiting for their response. We will continue to work directly with this customer until his coverage is reinstated.

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
 
[redacted]

Hello, TASC apologizes for the frustration and disappointment this customer is experiencing with our online services. Additional information is needed to resolve the problem this customer is experiencing. A Customer Advocate will contact this customer directly to resolve the issue and offer...

suggestions on how to successfully upload receipts to prevent this from occurring in the future. We will work directly with this customer to assure that they have access to their funds. Best regards, TASC Customer Care

On Fri, Feb 12, 2016 at 8:07 AM, [redacted] wrote:Bradley, I have heard from the company.  After calling and asking for a manager until I got one I was told simply "this is a known software issue, we don't know when it's going to be fixed."  The company...

disposited my money three days later.  I'm not happy, but my desired outcome did happen, so I guess I'm satisfied.This message originally read on 2/12/2016Edward [redacted] 
[redacted] 
[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.]
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]

We’re sorry to hear about this participant's concerns. A positive customer experience is important to TASC and we appreciate feedback from our participants. TASC is researching this situation and will contact the customer directly for resolution.

TASC apologizes for the frustration and inconvenience the reimbursement delay created for this customer. Reimbursements are now occurring within 24-48 hours after the funds are received from the employer. Towards the end of May, we experienced a technical issue which delayed reimbursements for...

a few customers. This problem has since been resolved and measures have been put in place to prevent this from occurring again.TASC appreciates this customer's feedback and will use it to further improve our services. At TASC, we strive to continuously improve on our products and services. Thank you again for your comments.

TASC is continuing to work with our card vendor to resolve the issue this customer is experiencing. We apologize for the inconvenience this is causing. Unfortunately, it is a technical issue that will require a code release. In the meantime, we will continue to work with this customer to assist with the submittal and processing of claims. A Resolution Specialist will be assigned to this issue to keep the customer informed of the progress.

We’re sorry to hear about this customer's concerns. A positive customer experience is important to TASC and we appreciate feedback from our customers.When a FSA participant ends their employment with their employer, their TASC card is deactivated upon termination of their FSA plan. However, the...

employee still has access to the funds contributed by submitting a request for reimbursement along with a bill or receipt. We believe there was a misunderstanding during the time of the phone call regarding the participants eligibility timeframe. The participant is eligible to submit expenses incurred from 10/1/15 though 3/13/16. The last day to submit these expenses for reimbursement is 3/13/17. TASC recently contacted the customer to explain the eligibility timeframe and how to submit expenses. On 5/25/16 TASC reimbursed the customer for the expenses submitted. TASC will continue to assist this customer if there are further questions.

To help the government fight the funding of terrorism and money laundering activities, federal law requires all financial institutions to obtain, verify, and record information that identifies each person who opens an account. When an account is opened, we ask for the name, address, date of birth, and other information that will allow us to identify the accountholder. We may also ask to see a driver's license or other identifying documents. An identity is verified through the use of a database maintained by a third party. If the identity cannot be verified, the accountholder is required to provide additional information, and the HSA may be closed if additional verification is not possible.The customer's HSA account was on hold as we were waiting for the appropriate identity documentation to create the account. Unfortunately, we did not have a phone number or valid email address on file for this customer until March 2016 when they called regarding the card creation. TASC contacted the customer's former employer three times, (9/8/2015, 9/18/2015, and 10/1/2015) asking if they had documentation to provide and no response was ever received from them.On April 18 we received the appropriate documentation to validate the account. The Card was reactivated at that time.TASC considers this issue resolved.

Hello, My name is
[redacted] and I am responding on behalf of Julie Utter. Upon review of the customers account, we confirmed that a reimbursement request had not been submitted for processing. The customer is limited to a IRS maximum of $130.00 per month. The customer...

had submitted up to the $130 maximum for most months. We spoke to the customer and explained that she would need to submit claims for the months which she had not reached the maximum. We will continue to work work the customer until her request for reimbursement has processed.  Sincerely, [redacted]

We’re sorry to hear about this customer’s concerns. A positive customer experience is important to TASC. The customer was terminated from the plan effective 8/18/16.  The eligibility end date was entered incorrectly as the same date as the plan termination date. Due to this, claims with a...

date of service past 8/18/16 were not eligible for reimbursement. TASC contacted the employer and confirmed that the eligibility end date should be 12/31/16.  This will allow the claims with a date of service past 8/18/16 to process. The customer can expect a reimbursement within the next 24-48 hours.  We will continue to work directly with this customer if they have further questions or concerns.

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.
Well I did receive a resolution...not
the one I was hoping for but better than the breadboard generic
response I was getting.. thanks to Revdex.com and their efforts to keep
business's honest. After Talking with supervisors and claims
resolution specialist at TASC. I have received word that I will not
receive any more money due to several factors..my HRA provider
changed midyear as well as insurance brokers(twice)..between info
lost in buyout transition or disposed of, I have just lost this
fight.. While Tasc has done their job, I feel their devotion is
mainly toward helping the owners keep their money.. Since HRA is
provided by my company and I am only responsible for $500, this
sounded like a Great deal to jump into. Well, $1200 later I am left
with a lot of questions...
Taking to TASC reminded me of the
IRS..Only able to help if you ask the correct question. .had a quick
answer for everything...usually wrong or designed to confuse and
generally do not offer MUCH HELP.. Every answer I received was a
cleverly evolved answer from the previous question, and changed
depending on my response..but “ its not our job to fill out claims
correctly, I don't know what they did or I don't have access to that
information” seemed to be common responses. I think they should
have offered to run the numbers in different ways to see why the
numbers didn't add up..but again I would have to ask for the correct
procedure to get that.. not having a 4 year college degree and access
to there system how would I know.. this is why we have tax services
for taxes, guess I need one for insurance claims now..
Regards,
[redacted]

Prior to closing out an HSA account, you will need to log into the Individual HSA account to agree to the terms and conditions. When a customer is no longer employed by the Plan Sponsor (Employer), the account converts to an Individual account automatically. After the terms and...

conditions are agreed to, you can then submit the appropriate form to close the HSA account. A Customer Resolution Specialist will contact you directly to assist you with this process. Best Regards, TASC Customer Care

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 problem is still not fixed and there has been no communication as to when this will happen. There have been multiple completion dates offered and none have been met. The company acknowledges that the card is their most convenient option yet mine is still cannot be accessed. The other payment option is always available. If they cannot fix the problem, why do they issue cards. It would appear that they chose a very bad option when they switched vendors.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

We’re sorry to hear about this customer's concerns. A positive customer experience is important to TASC. The customer contacted TASC’s Customer Care department on November 14th, 2016, inquiring about his available funds and how to access them.  Our representative did not effectively explain...

his plan eligibility and run-out periods. This left the customer under the impression that he could no longer access these funds.  The representative has been coached on how to clearly explain plan eligibility and the time frame in which claims can be submitted. We contacted the customer to clarify that he has until March 31st, 2017 to submit claims to TASC, for any eligible expenses incurred between January 1st, 2016 and October 20th, 2016 (the date of his termination from the plan). The customer stated he would log into his FlexSystem account to submit claims. We will continue to assist this customer if he has further questions.

We are sorry to hear of the problems this customer experienced.  TASC has worked directly with the customer’s former employer and CIGNA to reinstate benefits. TASC and the former employer have repeatedly reached out to the customer to provide resolution. While the premiums cannot be refunded,...

the customer can file any medical or prescription expenses to CIGNA for processing. We encourage the customer to contact CIGNA or the former employer for instruction on how to submit expenses.

TASC has been working closely with this customer and our internal technology team to resolve this issue. The problem is unique and it is only affecting this customer. This has required extensive work by our technology team. Due to this, we were unable to set a completion timeframe. We...

received notice today that the coding issue has been resolved. A member of our Resolution team will continue to work with the customer to assure that he receives his reimbursement. TASC apologizes for the frustration and inconvenience this has caused.

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
Timothy [redacted]