Conexis

Good morning.
My name is Shawnita Bell. My employer is T.H.E. Health & Wellness Centers/T.H.E. Clinic (Acct# [protected]) & I have been a Conexis card holder for about 5 years. I have never had a serious issue with Conexis/Wageworks until now. and I am very disappointed to say the least!
I called in on July 1st to report that I have not received my updated Conexis (health benefits) card. Mine expired in Dec 2018. After much back and forth, I was told by one of the Supervisors, Alisa, in customer service that Wage Works is unable to do anything about my replacement card as far as expediting it. She said that, "Wage Works doesn't do that". Alisa recommendations were:
1. I could reschedule my appointments for a future date (after I receive the card).
2. Pay out of pocket & file a claim for reimbursement & wait for a refund
3. See if the doctors can wait for payment until after I receive the card.
After about a 15-20 minute conversation, I was assured that it would be expedited/overnighted, as this was out of my control. I then received emails stating that the issue had been resolved.
I called again & spoke to Brittany (presented as a Supervisor) on July 5th while at one on my doctor's appointments. I told her that I still did not have my new card and asked if she could relay the card information to the office staff so that I could pay using my benefit card. She was extremely condescending throughout our conversation & was unwilling to assist me at all. I kept trying to read the emails I received to her and she kept interrupting & correcting me & telling me that what I was reading was incorrect, as if I was the one in error. I was advised to pay out of pocket & file a claim for re-imbursement. My total for this visit as $350. I was only able to pay my $25 co-pay, so the complete service for my visit was unable to be rendered. I felt so frustrated & helpless that I terminated the call.
I was hoping to receive the card the next day, but to no avail. However, I have received emails stating that my card was issued & my "issue has been resolved". As of 7/8 my card is still unavailable. So, I reached out again this morning & spoke to 3 different people, Tyesha who was very nice & placed me on hold for a supervisor but the call was disconnected. Then Ericka, who was also pleasant and placed me on hold to speak to a supervisor. Lastly Kim, who picked up the call while I was on hold and told me that she was NOT a supervisor. i asked repeatedly to be transfered to a Supervisor. Kim said she could not unless I gave her all of my information a 3rd time. She asked me the same personal questions each of the others asked me before telling me she could not transfer me to a Supervisor & that my employer was not listed in their system.
As it stands now, I will have to cancel/re-schedule my other appointments (that I have been waiting 30+ days for) because I don't know when I will receive a card and I choose not to be embarrassed any further because I cannot pay the out of pocket portion for these visits. One thing is certain... Wageworks will continue to get their payments out of my paychecks.