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, 11:AM To: [redacted] ***; [redacted] Subject: RE: FSA Reimbursement for [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, 11: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 Peakis 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, 9:AM To: [redacted] ; [redacted] Subject: RE: FSA Reimbursement for [redacted] Good Morning, The trace number that I have is: ***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 PeaksecurelyIf you would like assistance in logging in to this portal please contact me PeakAdministration, LLC [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 addressedIf 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 systemsElectronic messages that contain private health information (PHI) are sent encrypted as mandated by federal law From: [redacted] Sent: Thursday, April 07, 8: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 awesomeWhatever we can do to make this easier than it has been Thank you, [redacted] From: [redacted] *** Sent: Thursday, April 07, 8:AM To: [redacted] Cc: [redacted] Subject: RE: FSA Reimbursement for [redacted] Good Morning, I am seeing that the reimbursements have been processedYou should see a reimbursement into your account for $I would call your bank to see if it is currently pendingI can give you a trace number if they need itEverything on our end looks correctPlease 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 PeaksecurelyIf you would like assistance in logging in to this portal please contact me PeakAdministration, LLC [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 addressedIf 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 systemsElectronic messages that contain private health information (PHI) are sent encrypted as mandated by federal law From: [redacted] Sent: Thursday, April 07, 8: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/had a service date of 1/1/and the claim was denied since her effective date on the plan was 3/1/ A denial letter was sent explaining the reason her original claim was denied She resubmitted the claim on 3/30/with the correct service date and the claim was approved on 3/30/ Our office was closed on 4/1/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/and typically takes 1-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/to [redacted] from our Customer Service Rep: "I would be happy to help you with your Dependent Care Claim so that you are automatically reimbursedI have attached the Claim Form to fill out In section include the range of date, (Ex: 1/1/– 12/31/2016) and the total amount of the costs(Usually your elected amount.) In section 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/to [redacted] from our Customer Service Rep: "Having reviewed your claim, I noticed you put the date of service as 1/1/You didn’t enroll in the Dependent Care FSA plan until March 1stPlease resubmit the claim with the start date as 3/1/2016, so that we may approve itThe answer I gave you regarding claims reimbursement time frame is a general guidelineWith your claims, you will be reimbursed within a week after your payroll contribution."Sincerely, [redacted] 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, 11:AM To: [redacted] ***; [redacted] Subject: RE: FSA Reimbursement for [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, 11: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 Peakis 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, 9:AM To: [redacted] ; [redacted] Subject: RE: FSA Reimbursement for [redacted] Good Morning, The trace number that I have is: ***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 PeaksecurelyIf you would like assistance in logging in to this portal please contact me PeakAdministration, LLC [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 addressedIf 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 systemsElectronic messages that contain private health information (PHI) are sent encrypted as mandated by federal law From: [redacted] Sent: Thursday, April 07, 8: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 awesomeWhatever we can do to make this easier than it has been Thank you, [redacted] From: [redacted] *** Sent: Thursday, April 07, 8:AM To: [redacted] Cc: [redacted] Subject: RE: FSA Reimbursement for [redacted] Good Morning, I am seeing that the reimbursements have been processedYou should see a reimbursement into your account for $I would call your bank to see if it is currently pendingI can give you a trace number if they need itEverything on our end looks correctPlease 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 PeaksecurelyIf you would like assistance in logging in to this portal please contact me PeakAdministration, LLC [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 addressedIf 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 systemsElectronic messages that contain private health information (PHI) are sent encrypted as mandated by federal law From: [redacted] Sent: Thursday, April 07, 8: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/had a service date of 1/1/and the claim was denied since her effective date on the plan was 3/1/ A denial letter was sent explaining the reason her original claim was denied She resubmitted the claim on 3/30/with the correct service date and the claim was approved on 3/30/ Our office was closed on 4/1/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/and typically takes 1-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/to [redacted] from our Customer Service Rep: "I would be happy to help you with your Dependent Care Claim so that you are automatically reimbursedI have attached the Claim Form to fill out In section include the range of date, (Ex: 1/1/– 12/31/2016) and the total amount of the costs(Usually your elected amount.) In section 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/to [redacted] from our Customer Service Rep: "Having reviewed your claim, I noticed you put the date of service as 1/1/You didn’t enroll in the Dependent Care FSA plan until March 1stPlease resubmit the claim with the start date as 3/1/2016, so that we may approve itThe answer I gave you regarding claims reimbursement time frame is a general guidelineWith your claims, you will be reimbursed within a week after your payroll contribution."Sincerely, [redacted] PresidentPeakAdministration