PayFlex Systems USA, Inc.

My employer began using Payflex and I was glad to have a FSA once again with the upcoming birth of my child. This company has been a nightmare to deal with. They don't communicate With doctors office, insurance, or their clients, other than to tell them their card will be deactivated and they need more documentation. How is standard pre natal care not an approved expense?! Then I call to get the issue resolved and your customer service is worthless! You tell me it will be approved once my child is born, but not until then?! so now my card will be deactivated and I won't be able to use it for the only reason I got it.

I can see that I am not the only one that has negative feeling towards Payflex Systems. Not only do you lose your money at the end of the month, as noted by other reviews, but the claims process is an absolute nightmare. God forbid if you can make it through the automated system in an hour, you will get connected to a customer service representative that knows about as much a a preschooler about the interface or how the claims are processed. I legitimately was told "That is weird, I can't help you. You should try again tomorrow". It is actually comical how bad this service is. I am not one to write bad reviews, but the service just pushed me over the edge.

I faxed a HSA Closure form 7/26/16 (Tue) with a follow up call on 7/28/16 (Thur) and was told the check was mailed on 7/27. I called on 8/2 (Tue) and then was informed my check wasn't mailed but would be by close of business that day or the next day so I called 8/3 and was told the check was mailed. I called 8/5 (Fri) and was told the check was not mailed and I would have to wait until 8/8 (Mon). I call 8/8 and was told the check was mailed on 7/27 but didn't have a image of the check so wait another business day to confirm. So on my first call on 8/9 I was told check was not mailed but I could track it via [redacted] and I asked for a p/w re-set and the Rep did and said it would take an hour to get the email. After waiting 5 hours and no e-mail I called to ask for another p/w re-set and that my check has not been mailed. It has been 10 business days (14 days) and my check THAT IS MY MONEY has not been mailed I've only got multiple contradicting answers. All I want is MY MONEY.

This company continues to create barriers in paying the claims submitted by their clients. They are rude, poor educated about the rules for submission and continue to hold money to that they can claim it at the end of the year

Very slow to respond to requests and information imparted is not always accurate. It's curious that the Revdex.com gives this company an A+ rating with 275+ complaints and the negative reviews.

Where as I have had many negative experiences with the PayFlex system, I did today finally have a positive one. After calling repeatedly about getting my FlexCard reactivated, fighting with Customer Service people about the EOB I submitted, I finally got a pleasant, helpful person.
[redacted] was my 3rd Customer Service person today. She seemed to legitimately care and understand my situation. She was able to adequately explain what was actually missing in my EOB so that I could provide better documentation in the future. She helped me resolve my issues and get my card reactivated.
Regardless if my card had been reactivated or not, I would have still been impressed with [redacted]'s customer service skills. She seemed to know her system better than any previous operators and was able to help ME understand her system better. She was very helpful and very pleasant to work with.
It's too bad, and very telling, that the PayFlex website doesn't have a way for me to leave a comment. I would like very much for [redacted] to know that people do appreciate her good work.
Thank you [redacted].
[redacted]

My company starting using Payflex this year. From what I can tell, they are more interested in keeping your money and drawing interest off of it than they are about being a convenient way to pay for your medical expenses. I believe my card has been deactivated more time than the time I have been able to use it. Its ridiculous the burden they put on you to prove the expense was for medical. Your better off keeping your money and filing your receipts with the [redacted]. I think they are easier to deal with.

As far as I am concerned this company is difficult to work with deliberately. They don't want to let you use your money so they can steal it from you. My wife is having surgery soon and the won't give me access to MY MONEY!!! They have suspended my card for a $[redacted] charge from the same Dr I always go to. Don't forget to get a itemized receipt from everywhere you go and everything you pay for but even then they still won't accept some of them and they will not verify anything on their own. When you call them to try and figure out why they are doing this you will get several different conflicting stories and Miss information they will ask you to submit things in different ways but it still won't matter. They claim that they don't have email so I can't submit any paperwork that way. They also can't take any payments over the phone and their website does not work to submit claims. How is this even a working company? They are holding $[redacted] of mine hostage. I hope I can convince my company to drop these thieves.

I am unable to get on their website. I never have been able to. I have called and they just tell me to keep trying. I need to get on to set up payments to reimburse myself for medical bills I have paid out of pocket.

Terrible customer service and telephone system. Several minutes spent on an annoying computer voice response system which ended with the computer disconnecting my call without ever letting me speak to a live agent. No option for live on-line chat with an agent, and no option to e-mail. In order to get to customer service you either need to use snail mail or suffer through this terrible computer voice response system.

Terrible customer service. Inability to speak directly to someone in the claims department. Poor communication and continuity. Every time I call it's like it's the first time I've called even though it's the same people and I have made multiple phone calls within a 3wk period. Once you fax a document and it has been reviewed they will not review it again even though they are asking to review again the exact same document. So every time I have to resubmit the exact same document that they already have on file because they won't go back and look at my file/hx. How does a company even function this way. It's like going to the same Doctor you've had for 10 years except every time you go it's like meeting for the first time because they don't keep records of your previous visits, past medical hx, allergies etc. This is exactly what it is like every time you call pay flex regarding a claim. It is beyond frustrating. You should be able to talk directly to the people who actually process the claims, and those people should have the capability of reviewing all documents at the same time any time that are linked to the same claim. Every time you fax documents it takes 5-7 days to process. Recently I've had to resubmit the same documents 3 times due to the complete disorganization. That's over a 1 month wait time for 1 claim. I don't understand how pay flex is rated so highly when you have 9 negative reviews (now 10) and 1 neutral. Their rating is too high and does not reflect the actual reviews.