PayFlex Systems USA, Inc.

I called 15-minutes before they closed on a week dayAfter battling their automated telephone system for minutes, I reached a representative with plenty of time to spareHe did not seem to enjoy his job and sounded miserableHe let me know he needed to transfer me to another department that handles concerns like mineI was hold a while, but he checked in and let me know someone would be with me shortlyAfter minutes on hold, I received an automated message letting me know that their offices were now closed and I should call back another time
Any company that is exploring the use of *** and PayFlex should consider all other possible optionsMy experiences have shown me they are difficult to work with and unresponsiveIf you care about your employees, go elsewhere

I have had to continually call, probably 5th time today and was on hold for almost an hour for a supervisorThe CSR told me that it would be longer and that she would transfer me to someone else; of course when she did we were disconnectedThis all stems from us meeting our family deductible as shown on our eob from 6/21/that I have faxed in and retained the confirmation pageFirst time they told me they received it and were reviewing it much more than the 3-business days they stated it would take, second time they received every single other page of the fax except for the one that stated we met the deductible, then the third time she said they received it and we were cleared to make a claim for the post-deductible medical expenses, then today they can't find the affidavit and eob againThis after having to explain to two different agents that the Limited Use FSA converts to a FSA after we meet our deductibleWhy do I need to tell them how this works, they are the experts? I am just trying to get the rest of our money out from last yearI am also wondering how this company has an A+ rating with no positive reviews

I constantly have problems with my fsa debit card getting deactivated by pay flexI submit the claims and itemized receipts and then they will activate after 2-business days, which I think is a bunch of ***In this day of technology it should be active within hour2-days?!?!?! That\'s just ridiculous Now my card is deactivated because I took my girls to the eye doctor days agoI didn't even know my card was deactivated until I had to go make a purchaseLuckily I decided to check to see if the card was activeI can't believe they deactivated my card within days of the purchase!! It's ridiculous, silly, and makes me question whether I will continue to use the fsa account next yearWhat's the point of having it if I can't use the card when I need it?

Customer service agents have a vocabulary relative to a 5th grade dropoutThey lack basic verbal and conversational skills to explain and provide simple solutionsSince our company began using Payflex each time I have called in for an explanation to a simple issue, I feel as if I am speaking to someone who would be better suited for flipping burgersI appreciate that Payflex is not hiring reps from overseas, their American customer service team members are in no way skilled enough to do the job
Website is poorly laid out, with endless links leading to dead ends
Whomever it is running this company should be booted along with the management team in charge of hiring

Our company had us switch HSA companies to PayFlexThis was quite annoying because there was a good amount of paper work to doOur HR dept gave us complicated instruction and with forms for both companiesIn the end, I didn't want to deal with it and sent my old info to payflexThey took care of it
They just updated their site and it is quite improved
Their investment options are quite nice (good vanguard options)The $*/mo fee isn't ideal though
No online HSA tax documentsI guess I just have to wait for snail mail
No issues with claims so far
Overall maybe 3.5/ratingNot too bad

They act polite but you have to fight to get resolution
I have been fighting over a *** claim from over months ago
Some one on the payflex side miss entered my data on my claim I faxed
I have called them over times to get it resolved They Keep saying that I entered my cliam early even though I make every rep I Talk to look at the previous session notes and bring up the actual fax I submittedFortunately I kept a copy of the proof of transmission page that show the full form I submitted and the PROPPER date
Each call has take between and min of my timeAt the end of the call they say that they will have my check in the next 5-business daysBut no check worse yet they do nothing with itSo next time I have to start all over again I even Escalated it to a supervisorI asked to have the check overnighted to me they said they could not do thatI said you can not Mail From your Office? They say they cantI asked to be forwarded to someone that couldthey said no one can do that The company deals with hundreds of millions of dollars a year but no one can cut a check and mail it same day? I have given this company over 2k so far of my money this year and they have only given me **$ and it is now August

The Company I work for recently began using Pay Flex injunction with our *** insurance last yearI used my pay-flex for the first time twice in the month of ***
I received a letter that I had to turn in detailed medical information on what the purchases were for to prove they were medical expenses
One Merchant is ***The other Merchant is The *** ***
I called pay flexThe Representative instructed me to print off a detail list of physician visit and ultrasound visit from my insurance web site and mail it to them
They provided me with the address same as the paperThe representative was very nice and polite
They said I had to prove it wasn't to a food courtWhich it wasn'tAnd every time I use it I will be doing this so I understood
So I did
Mailed my personal medical info of the date of service and encounter from *** of the procedure and physician follow up with the paper from payflex they originally sentWith a paid stamp and mailed it
I received a second letter one week laterI discarded it because I had already just spoke to them a week prior and mailed my info requested
Today I relieve another paper***
Your Pay flex card is suspendedwe wrote to you recently about one or more debit card purchases however we didn't hear back from you and we had to suspend you account
They are open till pm CTI called at 5:58pm someone picked up and hung up on me at 6:pm
I am really not happy with this companyMaking it so difficult to get use of the benefits that I am suppose to haveAnd generally making things really inconvenient and worry some for meWhich lets face itUnhealthy unnecessary stress is bad for anyone's health
Every other bill I mailEvery other important document I sendmakes it to its destination trusting the US postal serviceWhy is it that Pay Flex is some kind of an exception?
Why is it that they don't keep documentation of when you call in
Why are they allowed to have people on hold for over an hour and right before close pick up and hang up on them? Odd
This is my review of my fresh new beginnings with pay flex

In order to unsuccessfully reset my password and have them send over a four digit verification code, they will need to know the following information:
1) Full Name
2) Current Address
3) Last digits of debit card #
4) Last digits of account number
5) Last digits of SSN
6) Previous Address
7) Email Address on File
8) Phone Number on File
9) Username
10) How much per paycheck amount goes to your account?
After verifying all this information, they still cannot assist me with my requestI cannot bypass the security question because I do not know the answerI have numerous amount of those digit verification codes and still cannot access my account because I cannot bypass the security questionThey send out a digit code againI guess my answer to the security questionIt does not workI call Payflex support againThey send out a digit code againI guess my answer to the security questionIt does not workI call Payflex support again.They send out a digit code againI guess my answer to the security questionIt does not workI call Payflex support againI continue this process last Friday (October 14, 2016), the weekend, Monday (October 17, 2016)It's Tuesday
Part of my job now is to call Payflex and try and get their manager or supervisor on callTheir technical department cannot be transferred to because it does not existHow do I access my account and have someone provide me a temporary password and NOT a digit code? How do I bypass my security question? I work in software supportIt does not take me a day to reset a client's password if they forget the answer to their security question
I'm starting to think this company is a scam so they can keep your money and have you run in circles to complete a simple taskThis is their way to keep your moneyThis is so ridiculous and frustratingIt's like talking to a wall every time I call their customer supportThey hang up on you, they transfer you to the incorrect department, they tell you your current address is incorrect even though you've called numerous times in the past and it's been correctWHY is this task so difficult?
Please provide me a temporary password or reset my security questionI do not need a digit verification codeI guess my answer to the security questionIt does not workI call Payflex support againThis cycle repeatsHow are they in business for years?

Avoid this company if you can, but unfortunately most people are forced to deal with PayFlex because their employer lets them run their HSA and/or FSATotally incompetent customer service and just as bad of a system for submitting claimsI'd probably rate them as worse than Comcast as far as customer service, and I didn't think that was possibleCompanies like this shouldn't be allowed to exist todaySome customer service reps to attempt to be friendly, but that's not the normProbably because the reps are constantly dealing with complaint calls from frustrated clients because their processes are a nightmareGood luck in getting easily paid if you are forced to deal with this company

I have a missing HSA funds situation with PayFlex, thru *** my insurance providerNeither company is assisting me in locating the missing fundsPayFlex is particularly rude and defensive when I have them on the phoneNot able to resolve via the telephone customer service route I have a complaint filed with Revdex.com but not expecting muchProbably need to file a grievance with the *** ***If at all possible, ditch your relationship with this business

I was unbelievably hard to get anyone to help when I had a problem using the websiteIt took months of calling to luckily get a person who knew what to doI was promised assistance repeatedly, but told it would take 3-days for IT to correct the website problemNo one even contacted IT during the monthsI was told then the problem was I needed to use a different web browserThat was nonsenseI felt like they were trying to hold my moneyI wrote letters to the company and got no responseIt was bizarre how untrained most of the customer service people seemed and how they just made up responses to get you off the phoneIt was not possible to speak to the person who you previously talked to, you can only get the random person who happens to answer the next time

PayFlex has the absolute worse customer service I have experienced to dateMy Father has Parkinson's and, after being unable to work for his current employer, had to pay *** until he became benefit eligible for *** BBecause we were in the process of trying to get his *** Part B to become effective sooner than the start date given to him, we were paying his *** premiums month to month using the PayFlex online systemTo make a long story short, we notifed PayFlex of him becoming benefit eligilbe and quit making the online payments to ***However, three additional *** premiums were taken after notificationWe contacted PayFlex and after jumping through NUMEROUS hurdles and being transferred around from one repto another like a game of hot potato, having to repeat our issue time and time again, we FINALLY got them to issue one refundHowever, they refused to issue the other two and refused to admit acknowlegement of the previous benefit notificationThey said had we deleted his STORED payment information, this would have never occurredMy arguement is 1)You were notified of his other coverage on the date and before he became benefit eligilbe for *** B 2)We did not authorize automatic payments 3)You should not store a clients payment information and take it upon yourself to make payments once the customer has stopped making those payments whereas had it not been stored, this would not have even been an issue....So you are stealing from your clients! Each repI spoke with simply regurgiated the same customer service line they must have learned in training and robotically stated "I know this is frustrating but our policy states...." PayFlex refused to issue the refund and refused to give me the number to Corporate, but instead opted to give me an address that goes to who knows whereWe are seeking legal counselRidiculous

Everything that could go wrong has. I've been struggling with them for over a month. I was supposed to get a callback today. Hasn't happened. I've signed up three times in order to pay my [redacted] bill and they are still saying they haven't received anything

Website server capacity is less than 5% of what it needs to be. I wait minutes for each page to load, making the site unusable. I will be lobbying our university system to avoid Payflex at all costs when next cycle comes. I don't think they know that the real cost is much higher than contract cost due to thousands of lost hours of productivity as employees sit waiting waiting waiting for pages to load on the payflex website. Inexcusable for a company of this size to have such a pathetic bandwidth.

I strongly recommend that you avoid dealing with this company as they will not respond to mailed letters or any reasonable efforts to meet their unending requirements for more information. With the help of one of their own representatives who assured me that I had provided all the necessary information, I submitted a claim online and was told that I would get a response in 3 to 5 business days. I never heard back. Two phone calls later, still no response. Guess what? Two months later and now past the deadline, they are telling me that the claim was denied because of insufficient information and, of course, time is now up. I literally provided every document from my healthcare provider and insurance co., but they could not see that I paid $ for legitimate medical expenses. Payflex is not an honest business.

This site and the service it provides is confusing and inadequate. Claims I enter are nowhere to be found. Some of the claims that appear for compensation are difficult to trace. This service is worthless.

Claim Denied because I had no "proof of medical necessity" when the items clearly identified on the itemized receipt do not require any proof by government regulations. These exact items were listed on the Payflex website as not requiring a prescription or documentation beyond receipt.

All this after two phone calls to customer service reps who told me that the paperwork I submitted and the way that I submitted it (online) would be the best way to handle the situation.

I also want to confirm the complaints of others here who state that their computer system has problems. It also locked me out from logging in, and the reset password feature failed three times before I got it to work.

I will not be using this company in the future. It is pretty obvious, they go out of their way to keep my FSA Money by hassling me at every turn. I guess they just hope I'll give up and they'll make more from me.

This is a completely different business model than the FSA administrator companies I've used before, The other companies try to keep customers happy and requiring as little effort and thus overhead as possible. They operate on a thin margin. This company has been sending mail warning that paperwork is inadequate, then requiring me to send more documentation, then denying documentation and requiring me to submit a formal appeal, which someone will have to process. They make so much work for themselves. clearly they are trying to make me give up so they keep the money.

No matter how terrible the service or experience I have never been driven to write a negative review in my life; this is the exception. This business is horrible. If you have anything more than $[redacted] left in your account at the end of the year, they keep it. Excuse me?! Untimely delivery of card coupled with the inability to create an account so that at least you can start filing your healthcare spending claims-even customer service can't help you if you don't have your card-leads me to suspect that it's all part of a scheme to prevent you from using your hard earned money on healthcare needs so that you have extra money left over at the end of the year and they scrape off anything over the $[redacted] mark. There are many things that aren't covered and you need a practitioner's letter if you want to buy supplements or [redacted] to deem they are medically necessary. The straw that broke the camel's back was the lovely letter that they mailed out on 1/18, disputing my chiropractic bills and requiring me to submit documentation by 2/8 so that they don't keep my hard earned money. I am so glad that I discontinued contributing to a HSA account with them, I will never make that mistake again.

I receive a "Retirement Reimbursement Account" (RRA) benefit from my former employer. Recently the claim process and claim payment responsibility was turned over to Payflex. Payflex representatives have informed me that Payflex is really just a division of [redacted]. [redacted] was handling our accounts before they were changed to Payflex.

Claims can be submitted on line, but there are almost no instructions. Uploading proof of payment documents is VERY slow.

I have had four different phone conversations with these people and my claims are still not fully paid. Their automated phone feature runs you in circles. then you wait quite a while to talk to a person.

Company's telephone customer service people seem to be very poorly trained.

My HSA contribution from my paycheck was deducted on January 6th and sent to PayFlex as usual (this account has been in place for well over a year). PayFlex did not deposit this money in my HSA account. The money is missing and for a week PayFlex has not yet responded to direct requests from myself and my company regarding what happened to the money. I guess my next options are to contact the Revdex.com, the [redacted] and an attorney. But I hope PayFlex will act immediately (before the next payday) to deposit this money in my HSA account, include the interest it should have accrued since January 6th, and make sure this doesn't happen again. Maybe PayFlex will finally pay attention if this is posted here.