NEO Administration Company

Initial Business Response / [redacted] (1000, 5, 2016/04/26) */

Initial Business Response /* (1000, 5, 2016/04/26) */
Background: NEO is a third party claims administrator for the FSA benefit plan sponsored by The Consumer's employer. Employee contributions to the plan are held by the employer until funds are accessed either through the debit card or by manual...

reimbursement. NEO tracks the accounts, processes and pays claims, and coordinates the use of a debit card with the program. Any information he received at the time of enrollment was communicated by his employer. Correspondence during the Plan Year related to claims and payments, and when carryover funds will be available was issued by NEO and is accurate as stated in his complaint.
Complaint response: The Consumer has not forfeited funds from his 2015 FSA plan, nor is his card deactivated. His card currently does not have any value on it, because he has not enrolled in the 2016 plan and the carryover of unused funds from 2015 to 2016 has not yet been completed for his employer's plan. When the carryover function is executed, a new 2016 account will be established for The Consumer to hold his carryover funds. Before we can roll over funds from one Plan Year to the next after the claim runout period, we must get the employer's verification of the eligibility status of the participants who have unused 2015 funds. As soon we receive that verification from his employer, we will post the funds and they will be available to him. We expect that to happen within the next 5-7 business days.
Regarding The Consumer's comment that he called our customer service department and was told he had no account, that response would be correct if he merely inquired if he had funds in his 2016 account.
The Consumer is not locked out of his account. He can access his benefit plan 24/7 by following the log-in instructions contained in his 2015 benefit confirmation letter that was mailed to his home on January 15, 2015. Should he need further assistance logging into his account, he may contact our customer service department.
At this juncture, there is no basis for a complaint and we are on track to fulfill every statement or promise. It does not appear that he will forfeit any funds and his money should be available within the next week or two, as communicated in the notification he received on March 7, 2016.
Initial Consumer Rebuttal /* (2000, 7, 2016/04/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Amazingly my log-in that didn't work a week ago works today!
We'll see if I'm able to access my funds.
Thank you.