Peak1 Administration, LLC

Dear Sir or Madam,I am writing this response to answer the questions that Ms*** had asked in her response to our original reply I want to make note that we have addressed this with our staff to ensure any miscommunication does not occur again If you or Ms*** have any further questions please let us know Why was I given incorrect information about how to fill
out the claim form that resulted in my claim being rejected? The
PeakCustomer Service Representative provided an example of how to complete her claim form. The
words “for example” were used during the call and the discussion noted on her account in the
Peakprocessing system
Why did it take nearly a week to notify me that the form
needed to be resubmitted? The employee uploaded her claim online on
March 23, 2016. We responded via email with a Manual Claim Confirmation
on March 23, 2016. We notified the employee that her claim form was
completed incorrectly and needed to be corrected in order to approve her claim
on March 29, during a follow up email of the claim. Since the original claim was approved, a denial letter
was not sent
Why was I directed to contact my bank about the missing
deposit if Peak had not yet made the deposit? The claim had been
processed and a trace number generated. It was suggested that she could
contact her bank to see if the direct deposit was showing a pending status at
her bank. Each bank processes direct deposits differently and it was only
a suggestion to check her account. Upon further research after Ms
*** called us back, it was found that due to the timing of our office
moving the direct deposit was slightly delayed
What steps is Peak taking to correct their processes and
procedures to ensure that this doesn’t happen again? Peak
Administration advertises that complete claims will be processed in 3-business days upon receipt We strive to process claims as quickly as possible and ensure that all
participants receive timely reimbursements. The Peakmanagement has addressed these issues with our team to ensure they do not happen again. Sincerely,*** ***PresidentPeakAdministration

Complaint: [redacted]
I am rejecting this response because:It does not address:Why was I given incorrect information about how to fill out the claim form that resulted in my claim being rejected?Why did it take nearly a week to notify me that the form needed to be resubmitted?Why was I directed to contact my bank about the missing deposit if Peak had not yet made the deposit (see email chain below)?What steps is Peak taking to correct their processes and procedures to ensure this doesn't happen again?
Sincerely,
[redacted] From: [redacted] 
Sent: Thursday, April 07, 2016 11:22 AM
To: [redacted]; [redacted]
Subject: RE: FSA Reimbursement for [redacted]
[redacted],
At this point, I am strongly
considering filing a complaint with the Revdex.com.
This feels like theft.
[redacted] 
From: [redacted]
Sent: Thursday, April 07, 2016 11:18 AM
To: '[redacted]' ;
[redacted]
Subject: RE: FSA Reimbursement for [redacted]
I just spoke with my bank, they
have no record of this deposit whatsoever.
The trace number you gave me
provided no additional information.
I also checked and double
checked with my bank that the account number and routing number that is on file
with Peak1 is correct and accurate.
What bank was this supposedly
sent from?
My Bank has zero record of this
deposit.
Where is my money?
[redacted] 
From: [redacted] 
Sent: Thursday, April 07, 2016 9:12 AM
To: [redacted];
[redacted] 
Subject: RE: FSA Reimbursement for [redacted]
Good Morning,
The trace number that I have is:
[redacted]. Please let me know if your bank is not showing a pending deposit.
Thank you!
Sincerely,
[redacted]
Account Specialist
Have you logged into the Employer Billing Portal? This portal allows
for you to retrieve current and past invoice, forms and plan documents, as well
as, upload documents to Peak1 securely. If you would like assistance in logging
in to this portal please contact me.
Peak1 Administration, LLC
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
www.MyPeak1.com
IMPORTANT: This electronic message may contain information that is private or
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intended recipient, please be aware that it is prohibited to disclose,
disseminate, distribute or copy this communication or the use of its contents.
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From: [redacted]
Sent: Thursday, April 07, 2016 8:44 AM
To: [redacted]; [redacted]
Subject: RE: FSA Reimbursement for [redacted]
Hi [redacted],
If you could go ahead and give
[redacted] a trace number, that would be awesome. Whatever we can do to make this
easier than it has been.
Thank you,
[redacted]
From: [redacted] 
Sent: Thursday, April 07, 2016 8:14 AM
To: [redacted] 
Cc: [redacted] 
Subject: RE: FSA Reimbursement for [redacted]
Good Morning,
I am seeing that the reimbursements
have been processed. You should see a reimbursement into your account for
$681.81. I would call your bank to see if it is currently pending. I can give
you a trace number if they need it. Everything on our end looks correct. Please
feel free to give me a call if you need any additional information.
Thank you!
Sincerely,
[redacted]
Account Specialist
Have you logged into the Employer Billing Portal? This portal allows
for you to retrieve current and past invoice, forms and plan documents, as well
as, upload documents to Peak1 securely. If you would like assistance in logging
in to this portal please contact me.
Peak1 Administration, LLC
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
www.MyPeak1.com
IMPORTANT: This electronic message may contain information that is private or
privileged and exempt from disclosure under applicable law, and is for
exclusive use by the person(s) to whom it is addressed. If you are not the
intended recipient, please be aware that it is prohibited to disclose,
disseminate, distribute or copy this communication or the use of its contents.
Please notify us immediately of your inadvertent receipt of this message and
delete from all data storage systems. Electronic messages that contain private
health information (PHI) are sent encrypted as mandated by federal law.
From: [redacted] 
Sent: Thursday, April 07, 2016 8:08 AM
To: [redacted]
Cc: [redacted]
Subject: FSA Reimbursement for [redacted]
Good Morning [redacted],
I have been waiting for my reimbursement for Dependent Care
for some time now.
I was told that my money would be deposited into my account
by end of day yesterday.
I still have not received my reimbursement.
What is the status on this?
[redacted]

Dear Sir or Madam,I am writing in response to the complaint you received from [redacted].  I have researched the information she provided and would like to provide you with the details surrounding her claim.  Her initial claim submitted online on 3/23/2016 had a service date of...

1/1/2016 and the claim was denied since her effective date on the plan was 3/1/2016.  A denial letter was sent explaining the reason her original claim was denied.  She resubmitted the claim on 3/30/2016 with the correct service date and the claim was approved on 3/30/2016.  Our office was closed on 4/1/2016 to accommodate our move, which we notified all clients and participants repeatedly for a month prior to our move.  The pending reimbursement was posted in our system automatically on 4/1/2016, but since we were closed and moving, we could not upload the payment file that day.  The reimbursement was processed completely on 4/6 and typically takes 1-2 business days to deposit to the account, depending on the participant's bank.  The reimbursement process is not immediate and we try to explain this to participants so their expectations are reasonable.  I have provided copies of email communications to [redacted] below to help you understand her misunderstanding of how to submit a claim.  If you need any further details regarding this complaint please let us know.  We have been in constant contact with the employer and participant as well and will follow up with them both today.  We expect she will receive her funds today or tomorrow at the very latest.  Thank you!Email on 3/18/2016 to [redacted] from our Customer Service Rep: "I would be happy to help you with your Dependent Care Claim so that you are automatically reimbursed. I have attached the Claim Form to fill out.  In section 2 include the range of date, (Ex: 1/1/2016 – 12/31/2016) and the total amount of the costs. (Usually your elected amount.) In section 3 have the day care provider fill it out and sign.  With this you will be automatically reimbursed every time you have a balance or contribution made."Email on 3/29/2016 to [redacted] from our Customer Service Rep: "Having reviewed your claim, I noticed you put the date of service as 1/1/2016. You didn’t enroll in the Dependent Care FSA plan until March 1st. Please resubmit the claim with the start date as 3/1/2016,  so that we may approve it. The answer I gave you regarding claims reimbursement time frame is a general guideline. With your claims, you will be reimbursed within a week after your payroll contribution."Sincerely,[redacted]PresidentPeak1 Administration