PayFlex Systems USA
Reviews and Complaints

Before I quit my job, I bought one more order of my essential diabetes insulin pump and sensor supplies. I bought them within the coverage period. Out of the 4 items that I ordered, they are requesting a large pay back amount of $760.00 but for only one item. After jumping through hoops, speaking with multiple representatives- confirming that that specific item was indeed covered, and submitting the appropriate paperwork, they are now saying that I purchased this item outside the coverage period. This item was ordered 4/9/21, shipped 4/12/21, the PayFlex website shows the claim went through 4/12/21 and my last day for coverage was 4/19/21. The other 3 items I ordered shipped out on 4/16/21 and after I filed that paperwork, the expenses were immediately verified with no issues.

We have had our PayFlex Card suspended again as PayFlex would not accept the receipts for prescription eyeglasses purchased at the University Hospital's optical shop. This happens every time we use the card to pay for prescription eye glasses.

The inability of PayFlex to recognize legitimate receipts forces us to waste our valuable time trying to get more detailed receipts. We have contacted the University Hospital system repeatedly asking for more documentation, but the receipt we got is the only document they can provide. But it does not seem good enough for PayFlex, so there goes the suspension of our card. We are so frustrated with PayFlex that we will no longer use the PayFlex card, as the small tax savings for health care expenses are not worth the hassle of dealing with their unreasonable requests for the "right documentation". A receipt is a receipt. What else is there to send?

On 1/18/21, my son had a pediatrician appointment for a medication check. Our doctor's office required us to pay a portion of the allowed amount at the visit, so I used my Payflex card to pay $65.50. I got a copy of the sales receipt, and asked for them to also provide an itemized receipt because I figured I'd get the third degree from Payflex, and I did. So a couple days later I got an email from Payflex, asking for documentation. I uploaded copies of the receipts and submitted them to Payflex for review. We never heard anything until today, 2/24/21, that our card has been frozen because this charge has been denied. I called Payflex and spoke to a representative, who was very hard to understand. I explained the situation, and he told me that they need an EOB from my insurance, and asked why I didn't submit it when I originally submitted documentation. I explained that insurance doesn't send EOB's out 2 days after a doctor visit. It usually takes at least a month before insurance makes a payment. Anyway, I don't understand why it matters what my insurance ended up paying because I was made to pay $65.50 for the visit. FSA accounts are supposed to be used for medical costs. It doesn't matter whether the charges were filed to the insurance company or not. The fact is that it was a medical cost that I was made to pay. It's ridiculous how Payflex thinks they can scrutinize obvious medical charges and deny them when most of the people working for Payflex don't even know how to read an EOB or itemized statement and understand it. Now our card is frozen until they decide whether or not our documentation is good enough. And this isn't the first time we've had problems...every single time one of my family members goes to the allergist, the charges are questioned. It's so tedious to have to constantly upload an itemized statement and receipt every single time Payflex decides they don't want to accept a charge. I think their whole agenda is to make customers' lives difficult, deny charges, freeze accounts, and then take the money for themselves.

This company are total bullies. They will never approve receipts and constantly denying appropriate medical bills! This company is supposed to be a benefit but has only caused me constant suffering and headache. Don't use this service!

Pay flex has refused to accept that I used my card to pay for legitimate medical services. Their customer service team is deplorable. I spoke for an hour with an escalation team member, Okeem, and he spoke to both providers that they're rejecting on a 3-way call. Both providers stated that these were legitimate medical services and submitted additional documentation, per his request. He gave both of them a fake email address, and so I personally forwarded all correspondence to the escalation team. I asked him to call me back on Wednesday afternoon. He did not call back. Today is Friday. I have wasted another 30 minutes talking to a representative. They sent a message to Okeem. My calls have not been returned.

This company is a rip off. I have submitted so many documents for legitimate charges from my dentist and they are not paying them, always asking for more information and freezing my card so I can not use it. I have called numbers on the back of the card and on the website which are both saying that my account is not recognized and does not give options to speak with a rep so can not resolve issue. This is an ongoing issue I am having with this company. This is a scam .

PayFlex has repeatedly "suspended" our FSA debit card, and prevented us from using it to pay for qualified medical expenses. PayFlex claims that "The Internal Revenue Service (IRS) requires that we verify each card purchase is for an eligible expense". This has never been an issue until recently (this year).

PayFlex flags a charge as "unsubstantiated" and thus an "overpayment" (from them). You can opt to "pay it back" to clear the block right away, or to substantiate the claim via submitting supporting documentation. This takes several days to weeks to process.

Recently we were denied on a prescription and found the card was blocked, so we just paid the disputed amount so the card would work, in anticipation of some significant upcoming medical costs. Everything on their website at that time indicated there were no other problems - no "overpayments" or "unsubstantiated" charges - and that the card should be clear to use. I then tried to use the card at a dental visit and it was denied, so I paid with my personal credit card. The dental office personnel stated that PayFlex is known for arbitrarily and repeatedly suspending these payment cards, and that this is a common nuisance to their customers.

When I checked the PayFlex site, I discovered they had dredged up an "unsubstantiated" $10 copay charge - from the prior claim year, several weeks before the previously contested charge. This prevents our accessing over 900 dollars in funds. Why can't they simply block access to (hold in escrow) the disputed amount (10 dollars in this case) which would still guarantee them their "overpayment"? This blocking is a ridiculous practice and largely defeats the purpose of an FSA plan payment card.

My name is Thomas N. Kinstler; and I am an employee for the city of El Paso Water Utilities. I have on five occasions tried to utilize my FSA debit card for transactions. These transactions were obvious in nature; and I submitted receipts each time. Each and every time; I was required to send additional information. Payflex only allows for one submittal of documentation; then it is considered a fraudulent transaction. I am done being tried and convicted by someone I don't know; because they choose to. The instructions provided by Payflex specifically state that a receipt is an acceptable form. If so, then why is it never enough to satisfy the claims clerk? This is the subject of my grievance. We (the customer) should be able to provide whatever documentation required; whenever, and however many times we want in order to meet these deficiencies. We (the customer) shouldn't be scrutinized as though we are guilty.

My Emoployer has been trying to sign me up for a Payflex account for approximately 1 year since I've been employed, but this company is a master of evasion, lack of accountability, and awful customer service. I remain without coverage since then and I would say my employer is trying but there's always some sort of paperwork hassle why it can't happen. Absolute Garbage

Payflex Systems USA should be audited by Federal trade commission as well as Security and exchange for willful dereliction of duty in mismanagement of funds as an IRS agent. Payflex Systems USA staff are incompetent and they do NOT understand their Job function nor are they educated enough to guide anyone in IRS administered fund management and disbursement. I encourage everyone to file a complaint with FTC, SEC and IRS, hoping that Payflex Systems will lose its license to operate. This company's mismanagement borderlines criminal enterprise, where by illegally delaying and denying legitimate expenses, the subscriber will not be able to consume amount set aside.
Payflex Systems USA is poorly managed where they could NOT provide me with the Debit card I requested back in December of 2019 when I signed up for HSA account for 2020. Their failure delayed my child's orthodontics and oral surgery back by Two months. So instead of seeing the orthodontist in January, we had to do it in March 2020. This unacceptable delay has been compounded with the COVID-19 shutdown of Dentists and oral surgery's offices adding to my child's pain and misery.

My employer went through payflex to help employees set up accounts so it made thing's easier to have money on hand for emergency medical issues. This company has the most incompetent employees I have ever dealt with in my life... they have no idea what there doing. There accounting skills are terrible. I lost over 400.00 due too misinformation, and when questioned about it they all of a sudden show a overpayment on my behalf. There needs to be a serious investigation on this company and how there taking people's hard earned money from them. This was my money I put into this account and how they think they can just take it from you with out explanation blows me away. This money is tax free but someone is coming out on top and it is not there customers. I am so frustrated with these people. There is no winning with them..

Impossible to have this company (Payflex Systems USA) transfer money to another account. Out of four seperate - but identical - transactions, only the first was handled correctly. The second and third transfer were sent incorrectly and the money was never received. The customer service rep on the phone seemed helpful and assured me that this would not happen again. Wrong - the very next transfer request was again made out incorrectly and sent to an incorrect account.
Note - three weeks in and there is still no resolution to the first two errors!
Ignorance, arrogance or sheer incompetence - take your pick!

I am a retiree using payflex to access my retiree medical account (rma) established under the ohio public employee retirement system (opers). My initial experience with their automated claims system was horrible. The web-based process for submitting claims is sooooo slow. More important than dog-slow speed, though, is that only two documents can be uploaded with each claim. Beyond that, their system just hangs. This is a huge problem, especially when submitting prescription claims that require multiple files for many small charges like prescriptions. Whatsmore, the claim submission process provides almost no feedback. The user must guess whether what they submitted has actually been received by payflex. Every good system employs feedback loops — a concept that neither the payflex decision-makers who approved this piece-of-junk-software nor its amateur developers have yet to master. Some information is eventually emailed back to the user but it is incomplete and contradictory and provides no actionable feedback whatsoever! It appears to be based upon the trump information model — confuse and intimidate! Their website, in general, is cumbersome and sloppy. Nothing about the interface is intuitive. Transaction line items are useless. Even the most basic, important accounting identifier, claim id number, does not match other payflex-generated documents related to the same claim. Online help and related dodumentation is almost non-existant. Whatsmore, their customer service people are unable to handle anything beyond the most basic questions. While I found customer service associates to be pleasant and eager to help, it is clear that they have not been properly trained nor do they have the software tools at their disposal to handle anything beyond the most simple questions. Based upon a week of frustration, my advice to opers is: drop payflex. Instead, contract with professionals! I am more than qualified to offer these dismal comments; I had been a systems analyst for thirty years prior to my retirement. I welcome the support of anyone who would like to help me move our complaints up the corporate pecking order to the decision-makers who are responsible for implementing this mess. Did I mention that I have wasted almost one entire man-day trying to get my claims paid? Who do I bill for waisting my time?

I paid into this account over several years while employed at Texas A&M University. I retired in June of 2018, with a $292.00 balance and was informed that I had a grace period to incur expenses and file claims. I received several emails, the last on 1 October 2018 saying:

Your flexible spending account Grace Period is quickly approaching. The Grace Period allows you an additional two and a half months to incur expenses for your plan year ending 08/31/2018. You also have a run-out period of 122 days after the end of the plan year to file your claims with PayFlex.

The IRS requires appropriate documentation when submitting a claim, which is described on the claim form. All medical, dental and vision claims must include the following:

Completed and signed claim form.
An Explanation of Benefits (EOB) statement from the insurance company. If your insurance is an HMO for which you have a co-pay, attach an itemized statement from your provider indicating it was a co-payment.
If you do not have insurance coverage, submit an itemized statement from the provider showing the provider's name/address, patient name, service date, description of the service and amount charged.

Dependent care claims must include a completed and signed claim form. You may provide an itemized statement from the provider or have the provider sign the claim form where indicated.

Do not delay! According to the IRS, any unused balance in your account will be forfeited. To access your detailed account information and to file an Express Claim, visit us online at www.payflex.com.

But, when I tried to use the card, it was rejected. This happened the first time in September when I tried to buy some prescription glasses. I called the Payflex representative who could not understand why the card was rejected and he told me to incur the expense and send in a claim. I didn't at that time but after trying to buy a first aid kit (allowable expense) on 22 October and was rejected, called again. The representative at this time said that it was too late to incur new expenses and that the email was automated. The account information on the website says that I have until 15 November to incur expenses (I have a screenshot) but she says that my account was terminated and money forfeited on 30 June 2018. She refused to elevate my complaint and said there was nothing else the company can do.

My company uses Payflex for administering our FSA (prior it had been with ADP). After the new year I sat down and tried to submit my claims to get my money back from Payflex. Their website requires you to have a "debit card" number they send you just to create an account to file the claims. I never received this card, so I called customer service and was told no problem one would be sent out. After 3 weeks of not receiving it, I called in again (prior to the 3/31/18 cutoff for submitting my claims) and was given the same run around and told they would send out a card. I had lost track of time and realized after the cutoff date that I never did receive the card and had not submitted my claims yet. I called a third time and after explaining my situation and spending more than an hour on the phone, the woman helping me couldn't do anything but at least directed me to the paper submission forms and got those to me telling me to submit this way to get them in and that they may be denied, but then I could appeal them and they should go through with all the troubles I've had. I received the denial by mail and it said I could appeal. However, there was no listed way of how to appeal. So, I called Payflex for the fourth time,
they figured out the problem and overnighted a card to me and told me to go ahead and set up the account and submit the appeals, because that is the ONLY way to appeal. It was at this time I realized that they only had entered 4 claims, and I'd sent in 14 claims, but the geniuses only looked at the first page entered that and put the rest away. I had to fight to get them to find the remaining claims and enter them, which were denied and I appealed them as well with all the information I'm typing here now, but including who I spoke with and the dates involved.They were denied again in full. Each time stating that they don't accept claims after the cutoff date, even though it was their cause and lack of help that led to the late submissions. This company is horrible and I plan on contacting a lawyer to assist me with an ERISA suit to get me $5000 owed to me. I would never use this company again, but my company has the accounts there again this year.

Astonishing to see the consistently negative reviews. I am adding my horrible experience to the long list of unsatisfied customers. Payflex did not provide any communication on the 2017 reimbursement deadline so they get to keep my money! Is this even legal? How is this income accounted for? A payment card was also not provided card so you are stuck making payments for legitimate reimbursement expenses and then struggle for reimbursement. Customer service is mind-numbingly ineffective: lack of training, can't access to relevant information, service log tracking non existent, no ownership for resolving issue. Everytime you call is like the first call. Absolutely horrible and unacceptable.

Dear Sir or Madam,

I am writing to advise that I am thoroughly dissatisfied with dealing with your organization. I would like this complaint to go to a senior supervisor of customer service and request that someone with authority call me at [protected].

After having my card denied today, I received a notice from Payflex advising that my card was being suspended. The letter states that it is the third notice letter, which is patently false. This is the first I have been notified of this expense being questioned. Having a history of treatment by this same identical provider and for the exact same amount in the past, why would Payflex be suddenly questioning its legitimacy and asking for more information? Payflex should first do its own due diligence in checking the charge against past history before denying the claim, suspending my card and inconveniencing me yet AGAIN!

The letter requests additional information for a charge in the amount of $75.00 from Dr. Roy M. Lerman, MD, King of Prussia, PA.

In addition, I just happened to go onto your site, but not in response to any letter from Payflex, and noticed that there were a number of charges that had not been reimbursed and spoke with one of your customer service people. For the first time ever, someone at your end was able to identify what the issue was. Apparently, when one submits a jpeg of a receipt using the supposedly easy app, the picture is grossly enlarged at the Payflex end, thus limiting what the Payflex person is able to see. I find it unfathomable that Payflex has not addressed this issue before now AND that I was never given notice of these unpaid claims, nor any reason for the failure to pay what were legitimately incurred and submitted receipts.

Having previously been in the insurance industry for 30 years, I am appalled by your lack of customer service and attention to detail. You are essentially denying me access to my own money, not yours. In addition, no matter what the cost savings, you have surpassed any supposed savings by costing me significant unnecessary time and time IS money.

I intend to convey my dissatisfaction to my company, as well.

I have just checked Payflex out online and see that my same issues are shared by very many people! I cannot say that I am surprised.

Yours most sincerely,

Karen

Karen P. Gordon, Esq.
Director of Enterprise Risk Management and Compliance
Legal Department
American Bible Society

P: [protected]

101 N. Independence Mall East, FL8
Philadelphia, PA [protected]

First, even though I had not missed a deadline for enrollment, the website told me that I had and would not allow me to submit documents.

Then after complaining I received an email telling me to upload documentation and submit, which I did.

So... now... another email telling me to log-in and review douments.

What's the problem here? The website does not allow me to log in AT ALL>

This company's "business model" needs to be closely examined. Seems to be fully at home in the incompetence model.