Fayette SPCA

My name is
[redacted], [redacted] and I am responding on behalf of [redacted]. In reviewing this customer's account, it appears that the customer has been attempting to use his FSA funds for ineligible expenses. We will contact the customer directly to educate him on the types of...

expenses that are reimbursable. This should resolve the problems he is experiencing with his FSA card. Sincerely, [redacted]
[redacted]

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 transaction in question happened on dec 2, not in September during their "blackout period".  They keep coming up with different excuses of why they allowed this to happen without even offering an apology for the inconvenience they have caused me.  I have spent way too much time on the phone and the internet trying to resolve their mistake and I am still not sure if I can believe what they say since I have caught them in several lies.Regards,
[redacted]

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 sole reason for contacting the TASC was prior to an upcoming provider appointment for dependents.  If the opportunity to submit the claim was made known at that time a claim would have been submitted at that time.  The sole reason for the phone call was asking how to use the funds in the account prior to an upcoming scheduled appointment. Furthermore, it was specifically asked if the funds in the account would be returned.  The representative made it a point to explain that the funds would not be returned by TASC because they are a third party administrator so the money would be returned to the previous employer who would in turn return the funds to us. Lastly, even if the funds were accessible they're would still be  balance on the account.  Why was there no notification either in writing/telephone/ or email  to the account holder that a) there is still funds available in the account that could be used and  b.) these funds would be forfeited if not used after the termination date. The only reason the account holder was aware there was funds in the account is because they called TASC.   If there was a risk of loss associated with this time of investment vehicle then why not was the account holder informed in writing regarding.     
Regards,
[redacted]

To Whom it may concern,
My name is [redacted], [redacted] and I am responding on behalf of [redacted].
The participant's employer initially did not elect a Runout. The Runout allows participant's to submit expenses after their plan year ends. On 4/30/15 the employer...

updated their plan to include a Runout. Due to this, the participant did hear conflicting information when calling. Since the employer did not initially elect the Runout and the participant did not re-enroll, their card moved into a closed status since the plan was officially closed. The employer then re-opened the plan on 4/30/15 and a new card was issued to the participant. This all occurred around the time our card vendor was transitioning to another vendor. The initial card reissue was lost in the transition of card vendors. We issued a ticket to our card vendor to create an account and issue a card for this participant. This request was completed and a new card mailed to the participant on 5/10/15.

We will work directly with this participant to confirm that the card has been received and it is working as expected.
Sincerely,

[redacted]

utf-
To Whom it
may concern,
My name is
[redacted], Resolution Supervisor and I am responding on behalf of [redacted]
[redacted]
There was a delay in the processing of the check reimbursement due to confirmation of the customer's addressA check will be
issued to the customer within 24-hours
Communication
has been sent to the customer and I will work directly with her to assist with any further questions
Sincerely,
[redacted]
[redacted]

We’re sorry to hear about this customer's concerns. A positive customer experience is important to TASC and we appreciate feedback from our customer's.A Customer Satisfaction Specialist is researching the claims submitted. She will be in contact with the customer within 24-48 hours. We...

will continue working with this participant to provide resolution.

We’re sorry to hear about your frustrations with our claim verification process. We strive for our services to be easy and helpful. We will contact you directly to assist you with resolving this issue.

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. Research is needed to determine if the Kiosk the customer is using is coded to accept the transaction. It is also possible that the monthly IRS...

reimbursement limit of $255 was exceeded. This would also cause a decline.  TASC will continue working with this customer to provide resolution.

We are sorry to hear of the problems this customer is experiencing with their COBRA benefits. Our records indicate that on 10-13-15 the customer made his election and first payment. On 10-19-15 we emailed the reinstatement notification to the insurance carrier. On 11-25-15 the customer called to...

inform us that his coverage was not reinstated. We again sent notification to the carrier. On 12-7-15 the customer called to inform us that he was still without coverage and that he heard the carrier had changed. We reached out to the former employer to confirm the new carrier since they had not informed us. We are still awaiting their response. On 1-28-16 we contacted the former employer again to request the new carrier information.  A Customer Care Specialist will contact the customer and work with him until the issue is resolved.

Hello, TASC apologizes for the frustration this customer is experiencing. We do have a formal transaction dispute process. A member of our Customer Care team will contact the customer directly to identify the transactions and assist the customer with completing the appropriate dispute...

form. Best regards, TASC Customer Care

We are researching the history on her account and will be working with her former employer to resolve these items as best as we are able.  Reinstatement and termination of the benefits with the carriers was the responsibility of her former employer, not TASC, as was communicating how to set up...

the accounts under the new TPA.  Any failure to reinstate her coverage with the carriers is most likely due to either the inaction of her former employer or a misunderstanding of the status information TASC conveyed to them.  The assigned agent to this case will work directly with the member and the former employer to try and resolve these items to her satisfaction, and a further update will be provided at the conclusion of this case.

We’re sorry to hear about this customer’s concerns. A positive customer experience is important to TASC. A TASC Customer Satisfaction Specialist has been working directly with the customer to resolve the coverage issue. Reinstatement notices were sent to the Insurance carriers several times. Phone...

calls were also completed to confirm the reinstatement. As of December 20th, all Insurance carriers confirmed and provided documentation that coverage was reinstated. We will continue to work directly with the customer if they experience further problems with the Insurance carriers.

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. No one from Tasc has contacted me.  Only contact with Tasc has been when initiated only by me. For the record I have used numerous machines at the PABT in NYC for NJ Buses that have given me the same response as indicated in my orig complaint. I would only add that the monthly amount was not exceeded because the card has never worked at any kiosk at the PABT for NJ bus, and way before I started going to the ticket window.  If Tasc did indeed contact me and I felt comfortable in their efforts I would consider this a closed matter. 
Regards,

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. We were experiencing technical issues with the transfer of funds to personal banking accounts on March 23rd. The problem this customer...

experienced was resolved as of March 29th. The technical problem was resolved and we are taking measures to assure that our customers receive timely reimbursements. Our standard processing time is 24-48 hours to process a reimbursement request. Once processed, the customer can expect to see their funds within 24-48 hours. At times this may be delayed due to the bank institutions processing timeframes.

[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, 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 will be in contact with the participant and the employer to resolve this issue.

TASC is sorry to hear of the problems this customer is experiencing. Upon review of the account, the customer has elected a Dependent Care benefit account. This type of account works as a money in, money out account. The employer deducts a pre-tax contribution amount from the employees...

paycheck. The employer then submits this contribution amount to TASC and we deposit the funds into the Dependent Care account. The employee then submits a request for reimbursement to draw the funds out of the account. Our records indicate we received $138.40 for the May 13th contribution. Due to this, we were only able to pay out $138.40. TASC received a contribution amount of $449.82 for the May 27th payroll. This processed and paid out to the customer on May 27th. It appears that the employer adjusted the contribution amounts to correct the issue. TASC will contact this customer to assure that all questions and concerns are addressed.

Thank you for alerting us to your situation.   Your account reflects that you had an Annual Election of $2000.00. You were reimbursed $1689.98 which leaves $381.76 eligible to Carryover into the next Plan year.   Your employer moved their Flexible Spending Account Plan to a new...

Administrator effective 6/30/17. Please contact your employer for assistance. If they have elected Carryover, the new Administrator would manage the funds and process any applicable claims for the new plan year.

[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:
After much effort I was finally able to spend the money. 
Regards,
[redacted]

We are very sorry to hear that your interaction with one of our Supervisor’s was less than adequate. We apologize for the poor experience you encountered. The call has been reviewed and discussed with the Supervisor. At the beginning of every plan year, your employer should provide you with a...

copy of the Plan’s Summary Plan Description. This provides you with your Eligibility, Grace and Runout Period. This information is also available to you online at www.tasconline.com  by logging into your online account.  You can also check your available balance at any time by calling 800-422-4661. Lastly, we do send an account summary email one month prior to the end of the plan year to all participants who have an email address on file. This summary provides you with your account balance as well as the last date to submit claims. Your eligibility timeframe was 9/1/15 – 8/31/16. The final date to submit expenses was 11/30/16. The Grace period end date was 11/16/16 (Expenses with a date of service between 9/1/15 through 11/16/16 can be submitted for reimbursement. The Runout period ended 11/30/16: This allows you to submit expenses 90 days after the end of your plan year. (Date of Service must be within the timeframe of 9/1/15 through 11/16/16) Once the Runout period has ended, per IRS FSA regulations, the funds are forfeited if not used. We are unable to make exceptions to this rule as it would take the plan out of compliance.   A Customer Resolution Specialist will be in touch with you to provide you with further education.