TASC

Review: We use TASC to administer a flexpay healthcard system to provide a medical benefit to our employees. One employee who was receiving benefits has terminated employment with us. When I called to terminate his benefit, I was told that he had submitted more reimbursement claims than we had contributed for his plan for the year. I was also told that WE would be responsible to cover what he submitted claims for, above the amount of our contribution.

When I signed up for their program, I was not made aware there was even a possibility that I could be responsible for an employee's healthcare purchases above what we contribute. I knew they could use their entire year's benefit before we paid it in, but I was not told that WE, instead of the employee, would be responsible for any amount they submitted for reimbursement above the benefit we paid.Desired Settlement: I do not feel we should be responsible for the employee spending more than they had in benefits from us. I believe TASC should be going after the employee instead of us and should refund any amount they take from us (we are set up for auto-debits) to cover the employee's overage. I also am planning on cancelling our plan with them and believe they should refund the prorated amount of the yearly fee we paid with them.

Business

Response:

My name is [redacted] and I am responding on behalf of [redacted]. We have been in contact with this customer regarding their concerns. Below is the communication we have provided. We have also called and discussed this matter with the customer. Response 9/21: “The scenario described by the customer is due to the IRS Uniform Coverage rule, which mandates that a participant's full medical Flex election be available at any point during the plan year, regardless of their year-to-date contributions. The IRS has been very clear that claims for services prior to a participant's termination entitle them to reimbursement up to their full annual election, and then any resulting negative balance is the employer's liability. This is part of the IRS' shared risk policy--the other half is that unused funds at the end of the plan year are forfeited back to the employer. Regarding the specific concern that the customer was never notified of these regulations, they are clearly outlined in the FlexSystem Client Administration manual we provide to all new and renewing clients. The customer was contacted on 9/21 by phone to ensure he understood both halves of the shared risk policy.”Response 9/29: “The note history on this account indicates that the client attended one of our new-client Webinars on 1/2/15; one area these Webinars cover is a client's options for terminating participants, and touches then on the Uniform Coverage rules. Additionally, the aforementioned section of the Client Administration manual is not 'fine print;' rather, the explanations it contains are in a clear and comprehensive format. We make this manual, the webinars, and (if requested) a one-on-one new client call available for the customer's education, as well as provide ongoing phone and email support should questions arise. We feel the customer does have a responsibility to take advantage of the educational resources we provide to familiarize themselves with the operation of this plan.”We will continue to work with this customer.

My husband and I have had issues with our card declining much needed medication. The first time I called back in March I was told the pharmacy I was getting my medication from must have put it through as grocery. And this was the reason why I got declined. I've been going to the same Pharmacy for a very long time and they've never done this in the past why would this have been the reason? at any rate a few more attempts at trying to purchase medication they are all declined. I called 3 weeks ago again and spoke to a gentleman who are you sure that's the reason why the purchase did not go through not because my Pharmacy was putting my medication through as grocery but rather because TASC cancelled our card and supposedly reissued another one because the expiration dates did not match their records compare to the card. The gentleman I spoke to said he would reissue yet another card and we would receive it in the mail. This was over 3 weeks ago and we have yet to receive another card. So today I called and spoke to a lady who said she would reissue us another card. But we would have to wait another 7 to 10 business days. She also said the conversation between myself the gentleman I spoke to 3 weeks ago never happened because it wasn't in the computer. When I asked that our new card be overnighted I was told that that could not happen.I asked To speak to a manager, and I was placed on approximately five minute hold before I got somebody. When the lady came on the only thing she said was "Rome?" ( which is my husband's name). I said to her no this is his wife, Julie. So the first thing truly upset me was somebody that represented the company as a Supervisor, came in the line abruptly and did not even give me her name. I had to ask what her name was two minutes into the conversation. Complaint number 2 is the way this supervisor not only addressed me but also speaking to us in a tone absolutely unacceptable. She was extremely rude telling me there's nothing that she can do to get it overnighted and our previous experiences with the company was not a concern of hers. I explained to her that I have a bone disease that I need medication for and I have not been able to receive it. She says just buy it and we will reimburse you. I explained that I cannot work and it is just my husband supporting our family therefore we cannot afford to just buy out of pocket our medication and Hope that we get reimbursed in a timely manner. She said well I will give you a one-time courtesy if you want to call the pharmacy get the amount and we will send the funds to your account. Now you will have to pay upfront, again we can forward those funds to your account. I reiterated that I do not have the money to pay out-of-pocket and she raised her voice at me and loudly stated, as if I were deaf, I SAID THAT IS WHY I CAN GIVE YOU A ONE TIME COURTESY OF YOU GO TO THE PHARMACY AND GET THE AMOUNT, WE WILL PAY IT!! I told her that the only reason I said what I said was because at the end of her sentence she said now you will have to pay up front... I told her ma'am we have a legitimate reason to be upset. We have paid out of every paycheck funds so that we could use our flex account and we are being denied. You however do not have a reason to be upset so I would ask that you not take the tone that you are with me. Her response was I'm sorry that you are perceiving me that way. I asked her for either a last name or a work ID and she said we do not have a work ID but my last name is C, as in cat. I said so you have no other way to identify you? Sure said NOPE! it's Cheryl C as in cat! Obviously there were more words exchanged however I cannot the entire conversation. I did tell her however I have worked in the past in customer service for decades and I have never treated my customers the way you treated us just now. She was completely out of line and incredibly rude with short snippy responses. I cannot believe that somebody who is a supervisor is authorized to speak to customers this way. We were treated with zero respect even though it is us who has been inconvenienced for months with not being able to use our card.

Review: I am an employee of [redacted] and [redacted]. For 2 months my employer has tried to have our Funds set up with TASC just like I had with my former employer. I have the same Account # and I have been told by TASC that I would be keeping the same account only under new employer. I have an email that was forwarded to me from a [redacted] (at TASC) dated Oct 31 stating that myself and other employees will be able to access our funds beginning Nov 1. On Monday Nov 3 I filed two claims for reimbursement. On Nov 5 I received an email stating that I am outside of eligibility and did not have access to my funds. As of today, Nov. 9, There is still no record of my funds. My employer has sent TASC my money that has been withheld from my paychecks for he past two months.Desired Settlement: To see that the account has been set up so I can file my claims and get my reimbursement this week...not another month.

Business

Response:

To whom it may concern:

Review: On December 11, 2015, I submitted a claim to the TASC Company for my Daycare Spending account in the amount of $4,807.49. I waited until December 30th and did not receive a phone call, email, or mail in regards to my claim. I called TASC on December 30th and was informed they received my claim but the attachment was not showing. I was asked to resubmit my claim.

On December 30, 2015, I submitted another email claiming my full amount of $5,000 to TASC. Again I waited until January 12, 2016, and again I did not receive a phone call, email, or mail in regards to my claim. I called TASC on January 12th and was informed yet again they did not have my attachment. They have the claim but the attachment didn’t come through. I was then informed the company was having issues receiving attachments. They told me to call back on January 13th to speak with a supervisor directly.

On January 13th, I called the supervisor and was informed I should email the supervisor directly and they would take care of my claim and my money would be in my bank account within 2-3 Business Days. Again I waited and looked in my bank account daily and on January 21st I again had to call wondering where my $5,000 was.

The person I spoke with on January 21st again stated to me they didn’t have my claim or attachment. After being promised my money would be in my account by January 18th, I waited a few extra days and it still was not in there. On January 21st I sent a fax to the company for a 4th time with my information and copies of my receipts. I then called to follow-up making sure they got it and was informed it was too early to call to find out if they have my information.

This is ridiculous we had to submit the information 4 times especially when a supervisor told us to email them directly and promised us our $5,000. The interest the company has received from my money during the 6 weeks I have been trying to claim my money should be compensated as well. The time it has taken to contact TASC over and over plus this complaint should be compensated for.Desired Settlement: I would like to have all of my money $5,000 in my account by January 28, 2016.

Business

Response:

Good afternoon,After reviewing the account details and the information provided by this customer I have been able to conclude that the customer attempted to submit his substantiation for the claim in question several times. While we were having technical difficulties with our online uploader, the faxed requests should have processed within 24-48 hours. At this time I am still investigating the root-cause to determine what preventative measures we can implement to minimize future occurrences. The Customer Care Specialists’ who failed to assist this customer will be coached on the proper reimbursement/receipt procedures. We do recommend that dependent care claims are submitted monthly rather than one yearly request. If the receipt and the requested amounts do not match exactly, it will delay the payout since a review and audit of the claim will be needed. A reimbursement for interest will not be processed since these are non-interest bearing accounts. The claim in question paid out in full and was deposited into the customers bank account on 1/28/16. We trust that this issue is now resolved.

Review: I had the medical Tasc card through my work, I was told my benefits where ending April26th and What ever I had payed for before them can be refunded... I had sent in some of my doctors bills.. and when I called and talk to the gentleman he said it would take a couple days to process. When I had called a couple days later to ask where my money was, this lady told me I wouldn't be getting my refund until I send in the itemized bill of what medical stuff I have gotten done. Which I did.. The gentleman told me I can only turn in what I have gotten done at the doctors office before April 26 when my benefits were gonna be canceledDesired Settlement: I would like my full refund of Everything that I had paid since April 26th, I Have talked to a lawyer and advised me to go through Revdex.com to file this complaint , I will re send my copy of receipts of what I had paid before the April 26th cut off date. I had still had 1800. on my tasc card. My total refund I would like is 1385.96. I did everything the gentleman told me to do. and it is still showing pending on my tasc app

Business

Response:

TASC received a phone call from [redacted] on 4/23/2013 at 6:40

pm central time. On this call [redacted] (the Flex participant) had asked why her

claims that were previously submitted did not payout, I did confirm that the substantiation [redacted] originally sent was not valid . Our Customer Care Rep

correctly advised her that she did not send the correct substantiation that is

required in order to payout the claim.

We advised [redacted] on the call that she would need to resubmit the claims with an itemized statement

and an explanation of benefit.

We entered into a relationship with TASC in 2013. Unfortunately we had many problems with them. They administered an HRA program called DirectPay in which we encountered many accounting errors and outright mistakes. We cancelled our relationship with TASC in December of 2013. However through their incompetence we are still being billed a monthly fee for the DirectPay we cancelled in 2013. I have spoke and emailed customer care and their response has been abysmal. I cannot at this point recommend them or their services. [redacted]

Review: T.A.S.C. is a third part HRA account for medical expenses that my employer offers and I am currently enrolled and using.. Have a small claim ($2800) that they will not pay. They have constantly denied claim for the past 6 months and now deadline has passed( for filing 2014) they deny it immediately. Claims are extremely hard to get processed and there is NO system in place for seeing if claims were even received, in process or even acknowledged. Waiting a MONTH for a denial letter after each claim submission has been tedious. REASON FOR DENIAL has been different, but "EOB - expination of benefits needed" was the common one. I suspect the employees there are taught TO DENY or PUSH off CLAIMS till either the customer gives up or deadline date passes.. I suspect this is common practice.Desired Settlement: payment of legitimate claim... refund of deductable

Business

Response:

Hello,

We’re sorry to hear about this customer's concerns. A positive customer experience is important to TASC and we appreciate feedback from our participants.

In reviewing the customer's account, we found that claims were submitted in December 2014 for December 2013 services. An Explanation of Benefit (EOB) is required for TASC to process HRA claims. The claims were denied since the customer did not include the EOB's along with his claim request. The customer was instructed to resubmit his claims along with the proper documentation. The last day to submit this information was 1/31/15. The claim was resubmitted after 1/31/15 again without the required EOB's. Due to the time-frame of the submittal and the lack of documentation, the claims were denied a second time. Per the contract with this customer's employer, we are following the verification of claims and plan end dates as they requested.

TASC will contact this customer directly to provide explanation and resolution.

Business

Response:

Hello,

We will work directly with this customer and his employer to resolve the claim issues they have experienced. We trust that we will be able to resolve this in a satisfactory manner with both parties.

A Resolution Specialist will be contacting the customer within 24-48 business hours.

Consumer

Response:

Review: There are 3 active work orders on my account (all 3 were initiated before they notified me of the cancellation & due to the odd & incorrect election form that I received in May). I have submitted an official appeal of a wrongful termination due to what seems to be a payment processing difficulty. We may also have a problem w multiple accounts under my name(?) but whatever the problems really are, I am unable to determine because this company will not return my calls or respond to my appeal. I had monthly automated payments sent to TASC each month. They received & cashed the checks but have now returned a full payment & part of another payment. They then accepted the following payment while telling a representative from an affiliated company that they are no longer "accepting" my payments. They state non-payment as their official cancellation reason & give my end date as 4-30. They only notified me of the cancellation on 6-19 & told me I had 60 days from 4-30 to file a written appeal. I have done so. They continue to request things of me via their csrs when I call in, or via letters, or via people from affiliated companies--but will not communicate w me directly. All the while they tell the company that hired them as their TPA that I am active in the system--it seems like I can't get help from anyone. I can't get responses from TASC concerning the appeal. I also filed with the EBSA as well. I will not sit idly by while they try to cancel me for no real reason. I want them to tell me what is going on with my account(s) & what they need from me & give me one person to talk with until this set of problems is resolved. I have paid my premiums & am perfectly willing to resend the amount they have recently refunded me between March & April since the start of this confusion, but I don't want to reissue that check until someone from TASC actually agrees to accept the reissued payments & explains how we can straighten out the false election & account issues that are also definitely contributing factors. Many things have gone askew here & I'm running short on time trying to figure out how to resolve matters with them without involving an outside party, but thought maybe this approach might afford me a new audience at TASC capable of seeing the big picture problems with this situation. This situation is not due to a payment problem--its more likely an account problem or payment processing problem. We must communicate to resolve it.Desired Settlement: Billing & account repairs & adjustments are required. I need a phone call from TASC; a contact person who I don't have to re-explain everything to each time I call in until this is resolved; I need to know what they suspect is going on from their side & what is truly needed from me. I can't reissue the refunded amount until they tell me they will accept the payment. Someone from TASC needs to communicate with me during this period of appeal so that resolution can be found.

Business

Response:

We left [redacted] a voicemail earlier today as we need some additional information. We will reply back to this forum once we have resolution to [redacted]'s case.

Thank you.

Consumer

Response:

Review: Coverage was cancelled without prior warning. This was due to a rate change that occurred of which we were not aware. The rate increased by around 70$ a month. After 4 months (280$) in arrears the coverage was cancelled. Monthly payment prior to the increase was $1101.

My coverage was cancelled as from the end of January, even though payments were made and processed for February, March and April!!

When called and asked why there was no follow up on monthly underpayment was informed we do not do so, we sent you updated payment information in September.

Management was not available to help me with my questions on why payments were accepted after termination, and when I requested they call me back I was told they do not call out and that I would have to call in.

I informed them to refund me which I was assured would occur and I requested detail payment information, when payments were made, when premium increased etc. This is now over three weeks and I am still waiting for a response.Desired Settlement: 1. Refund with interest on premiums paid and accepted AFTER termination.

2. A detail statement of all payments made and periods of coverage.

3. Detail on all communication allegedly sent to me and what, if any ,confirmation from me on important matters such as premium increases.

4. I would like a review of this companies policies or how to go about doing so. Terminating essential medical coverage due to a lack of willingness to reach out to the customer does not seem to be a valid practice? Surely they are being paid to provide a service? I was told they do not send out notification to the customer that an incorrect monthly payment is being made. There was no confirmation of any kind from me that I knew the premium had increased, and they refused to make a call to me to resolve the issue. (Presumably recorded since I believe their system indicated such.)

Business

Response:

TASC apologizes for the frustration and disappointment in getting this issue resolved. Your concerns have been assigned to a Resolution Specialist. The Specialist will be in contact with you within the next 24-48 hours. TASC takes care of the necessary communications, notices, forms, and record-keeping of Cobra plans to ensure a Plan’s compliance with complex federal regulations. The Resolution Specialist will research what occurred and work directly with you until this problem is resolved.

Review: Through my employer, I have a dependent care account that TASC manages. Each pay period $250.00 is removed from my paycheck and deposited into my account. However, since TASC has taken over the account, no money has been deposited into that account. We have now gone through two pay cycles without money being made available to us to use for our dependent care. When we have contacted TASC, we were told they were working on correcting the problem. We have not received updates as to when the problem will be corrected or when we will receive our money. I am becoming increasingly concerned that our money is not being handled properly.Desired Settlement: I am requesting we have a date provided to us as to when this issue will be fixed and when we will be able to access our money.

Give me my money!

Business

Response:

When TASC took over this account we had received incorrect takeover information which was

uploaded into the system. As a result funds have not been made available to the

participants until the manual adjustments have been made. TASC has

reviewed and acknowledged the complaint and has taken the following action to

address.

Review: This company manages our benefits card.

Each month they administer the $125 they take out of my check.

They are only allowing me to access the $125 each month.

I am entitled to access the full $750 ( 6 months X $125)

They refuse to contact my employer to verify and allow me to use the full amount.Desired Settlement: I want full access to the $750 minus the $250, they have allowed me access to. I want access to the remaining $500 now, not in $125 monthly installments.

Business

Response:

My name is [redacted] and I am responding from TASC's Quality Services department on behalf of [redacted].

I have contacted the complaintant's employer to verify the election that the participant set at the beginning of the plan year. The election was originally submitted to us by the employer as $250.00. I have verified with the employer that this election should be $875 ($125/month from Feb-August).

This has been updated and the participant will have access to funds on his TASC card tomorrow morning.

I have contacted the participant and will follow up to ensure his card works as expected.

Thank you,

Quality Services

Consumer

Response:

TASC is horrible. I have been trying for 18 days to get one issue resolved and am still not successful.
Their software is loaded with glitches (which they are aware of and will gladly tell you about), very slow and not user friendly.
The customer services representatives are not well educated on how their software works or how to resolve software issues.
Bye-by TASC. Time to find a more competent administrator.

Review: TASC has stated that I made a charge of $65.91 on 02/11/2013 for a good or service that I never received and have no receipt for or any record of. For tax purposes I am required to keep all receipts for the card which I have. I didn't receive anything for them until October 24, 2013 that I needed to repay this amount because they said it was an ineligible expense. I never made this purchase and filed a dispute with them on October 31, 2013. Now they are telling me that because it took them so long to find the paper work that I faxed them on October 31,2013 they will not process the dispute. I have contacted them three times reguarding this issue and they keep telling me that there is nothing they can do. The second time I contacted them the woman said that she couldn't find the fax, but later found it in the wrong place. That is not good enough for me.Desired Settlement: To be refunded $65.91 for a charge that I never made.

Business

Response:

To whom it may concern,

TASC has acknowledged the complaint from Mr. Plier regarding a claim dispute in the amount of $65.91. We have contacted the custoemr today and will continue to work with them on resolution which consists of either a refund of $65.91 to the customers FSA available balance for the 2013 plan year or, an explanation of the decision made on the dispute request. We cannot at this time with out additional information can say with certainty that the dispute is accepted but we are acknowleding that it was sent to TASC previously and that we will review it as such. Additional follow up with the customer will continue until the matter is settled. My contact information has been provided to the customer so that they may contact me directly. If additional information is needed at this time please let me know.

Thank you,

[email protected]

Business

Response:

1. Per the cardholder agreement the employee is responsible for keeping track of the Card Account available balance and all transactions. Below is some language which is in the card holder agreement that is sent out with the employees benefit card.

Card Account Balance/Periodic Statements.

You are responsible for keeping track of your Card Account available balance. Merchants generally will not be able to determine your available balance. It’s important to know your available balance before making any transaction. You may access your available balance by accessing your Card Account online at www.tasconline.com or by calling ###-###-#### or text the phrase TASC BAL to 41411 or by calling your Plan Administrator at the number printed in your plan document or on the back of your Card. Although your Plan Administrator does not charge for text messages, standard text messaging rates from your wireless service provider may apply. You will be able to determine your available balance at www.tasconline.com during each month in which a transaction occurs. You will not automatically receive paper statements. You may choose to have a paper statement mailed to you by contacting your Plan Administrator each time at ###-###-####. However, there is a fee for this service.

2. TASC does not send out notifications to employees automatically to inform them of a claim that needs additional substantiation, it is the responsibility of the employee to know their account balance and keep track of their transactions. The reason this employee received a notice from TASC via mail was because we had received a specific request from the plan sponsor (the employer) in October to audit all claims for their employees and send out notices to those who had claims that were identified as needing additional substantiation.

a. In summary the employee would not have normally received a notice from TASC to provide additional substantiation. However, the employee did have access to this information online or by calling into TASC Customer Care. All claim information is made available to employees within a couple days of when the transaction was processed (February 11th, 2013 in this case).

The employee is responsible to have receipts for any claims that occurred that were not previously substantiated. This is an IRS regulation and a requirement of the plans sponsor to ensure that there were no claims that paid out that should not have. As mentioned before even if TASC reversed the transaction because we deemed that the claim was fraudulent or ineligible (which at this time we are not) those funds would go back to the client not the employee per the FSA guidelines.

Consumer

Response:

My experience with this company is extremely negative. They have "suspended" my account twice while they are waiting for documentation which they ONLY send to your work email. I have not received two requests for documentation and as a cancer patient was forced to pay out of pocket for services while my account is suspended. When you call them, they blame YOU for everything. I have worked with other Flex Spending providers over the years and these people are the absolute worst.

Review: TASC was my employer's benefit service provide for the third and fourth quarter of 2014. I sent a claim in the amount of $1,115 against my employer's HRA and received the payment, although it took approximately three months. One of the checks was in the amount of $256.27. Before the check could be deposited, it was lost due to my husband having lost his wallet. I contacted TASC and advised them of the situation. A stop-payment was placed on the check. The CSR assured me that the new check would be processed within 5-7 days. Approximately a week after, my husband's check was returned. It has now been a month and I have still not received the new check. I attempted to deposit the original check in the hope that TASC would realize their error, which they have not.Desired Settlement: The claim was made against my employer's HRA. I am asking for the remaining amount of the reimbursement of $256.27.

Business

Response: