WageWorks
Reviews and Complaints

Name: Chuquita Smith
Date of Service: 12/23/18
Date of Denial 1/2/19
Client number: 3152

Claim Type: Wellness Rewards
Employer; HCSC

I would like for my claim to be reconsidered more accurately. I am entitled to $240.00 allowance with my pay me back benefits. I recently submitted my receipt from Best Buy for a purchased Apple Watch. I submitted a copy of my receipt and a completed claim form requesting reimbursement. I was informed that my claim was denied as an uncovered benefit. In which, it is covered. I am unable to upload all my documents because I do not have access to a scanner at this time. Please review and follow up for re consideration. I would like this to be resolved by reimbursing me my money as I am entitled.

My employer has used Ceredian Wageworks for our FSA accounts for several years. This year I planned my daughter's wisdom teeth extraction for early January so my FSA would be re-funded and she could get it done before going back to school from her Christmas break. I ordered an additional card online, so my husband and I could each carry one. I did not select it had been lost, just that I wanted an additional card. This triggered them to close the current account I guess, because when we went to the doctor my current card was declined! I was on the phone with customer service for probably close to an hour. She was no help. I asked for a supervisor. She tried 4 times to get a supervisor, putting me on hold for several minutes each time she tried. I finally told her nevermind. She was unable to tell me my new card number and there is no way for me to see my new card number on the website (only last 4 digits). So now I will pay the hundreds of dollars out of pocket for her surgery, and the medications she needs as she heals. Yes, I can file a claim for reimbursement but it will take several weeks, and I planned this just so I wouldn't have to pay this out of pocket. Very frustrating and customer service was no help!

I have been an employee of Omega World Travel since June 11, 2018.

Since becoming legible for the Flexible Spending Account, I have had two cards mailed to me. They either arrived very late/ the card ending in 3339, or the 2nd one, mailed to my employer address Omega World Travel - never arrived.

I am extremely frustrated with the incompetent service and their personnel, who are located offshore and not in the United States .

I have the feeling the personnel does not communicate in English very well, or has a limited understanding of the English language.

I have had 5 different calls with Wage works personnel over the last 3 months and find myself either having to repeat myself over and over again, or the staff does not understand my situation.

I am most frustrated with their lack of flexibility. The staff tell me they are unable to expedite shipment of a card to me. This is even after I offered to pay for this myself.

This is a very poor service provider. I recommend any potential company avoid utilizing their services

So, my company uses Wageworks. They approved my claim in January for my glasses with a receipt. I got another set of glasses and they denied the claim and I sent in the receipt. Now I made sure I included EVERYTHING to prevent issues. No go. The other one, they said because the med office had an outage and didn't have info of who I saw etc, they WONT accept it. But I can claim any other med expenses with receipts out of pocket. Yes, no joke. That's what I was told to do. Instead of doing the right thing, they put my blood pressure thru the roof and want to keep about $1000 of my money. That's the reality of it all.

Wageworks manages my former employer's Cobra benefit. I've just started with it, and already I feel it is a nightmare. During registration on the site, I was mislead initially to believe that October was not paid by my employer and payment must be made in order to receive benefits. I made the payment assuming I'd be reimbursed by my former employer.

Upon making the payment, Wageworks site informs me that 2 months of coverage was in fact made by my employer and my payment would be applied to month 3 and extend my benefits.

I immediately called Wageworks to request cancellation, which was not done and my account was in fact charged for the erroneous payment. I submitted request ticket for refund, and they closed my ticket stating they needed "Confirmation that I wish to be refunded" - isn't that the exact request of my submission?

Every time I call support, person on phone gives me same scripted conversation asking if I want a refund. How many times do I have to say "YES"? Also - refunds take 30 days by mail where they take payments immediately via ACH...

Horrible service

Im so frustrated at this company! I submitted 2 claims for a total of $750. Both showed declined but my account showed a pending refund of $704. No reason the money should not have been approved as I have submitted the same daycare receipt for the last year and had plenty of funds to cover it. I waited a week to see if it would process and nothing. I finally called Monday morning and the agent was very nice and assured me that the payment would be released in 3 days and I would see it update on my account within tbe next few hours. I checked online multiple times and nothing. Finally called back and a new agent told me a different reason why the payment didn't process and stated the first guy was wrong and didn't do anything on the account. I asked for a supervisorjust to complain on the first agent and confirm this is resolved and he stated a different story about what was going on that contradicted the first 2 agents. This supvisor told me that my account was on hold cause my company did not pay them. I advised him the money comes out of my check every two weeks and I can see the balance on the online portal. Then I asked for a manager who after another long hold told me another story about why my account was messed up. Apparently a payment hold had been applied in error. No notice on the one portal or notification sent to me. Now I have to wait another 4 business days for my refund to process. By the way, all these agents are offshore in the middle east and will not transfer you to an onshore agent. I don't understand why 4 different people, all working at the same center can all give me different answers. I spent almost 2 hrs on the phone to resolve their mistake! The manager stated they all have access to the same information. I don't understand why it took this much effort to get a clear answer. Thus is what happens when the customer service is so far removed from the company, a degradated experience where the customer always suffers.

Worst company ever to work with on an FSA. I submit fully completed legible receipts but they ALWAYS find something to complain to me about and deny the claim. Most recently I submitted a hospital copay - had all the details my name/date/hospital name and the type of service said Hospital. They told me I need to have it show what procedure I had done - I mentioned HIPPA and all they say is I am sorry but...I dont know how they are still in business based on the complaints I see about them everywhere. My husbands company uses P&A to handle FSA and they work perfectly well and are easy to deal with when additional info is needed.

Major problem: I just went to CVS at 4:45pm today 9/8/18 to refill my prescription. They advised me that my health policy was cancelled eff 8/31/18! Please refer to case# 3058519 where I requested on 8/28/18 that my daughter Deirdre M. Murphy be taken off this health policy off 8/31/18. I did not request that I be taken off this policy, I have never requested that I be taken off this policy. I had requested in same case#3058519 the revised premium amount for me and that premium was paid for the policy from 9/1/19 - 9/30/18. I then called Wageworks at 4:50pm and was advised via message that the office was closed! I then came home and 3 times have tried to enter an online message at Wageworks ... and have received a error message every time! Please have someone call my immediately at [protected] to discuss and resolve this major error. I need Wageworks to correct this error and put me back on this health policy ASAP! Joanne M. Murphy

Wageworks sent me an email that they didn't take money out of my paycheck for my August Metrocard and that I'd have to pay with a credit card. I called to complain, and then received an email saying that my request was successful, but when I tried to use my card in August, it didn't work. I sent Wageworks an email asking what happened, but I still haven't heard back.

Wageworks began managing the Retiree Reimbursement Program for my employer as of 1/1/2018. Prior to this date, there were absolutely no problems or complains with the company managing this program. Claims were processed and reimbursed promptly. We were told there was to be no change in submission of claims for reimbursement with this new administrator; however, the majority of claims I've submitted in 2018 have been denied, even though I've provided ALL the information needed (both on the claim form AND attached receipts). Attempts to speak with representatives at Wageworks have been fruitless. I have been lied to about why the charges were denied, I have been promised (by Roni) the issue was resolved and she would personally process my charges and issue a reimbursement. That was 2 months ago, and it has never happened. Their call center reps are difficult to understand as they don't speak English well, have a heavy accent and talk too fast to be understood. On several occasions, I had to ask the rep to repeat herself and speak more slowly. At one point, I asked to be transferred to a supervisor and was told "we're not allowed to transfer calls"! What? Really? This company is DEFINITLY NOT customer service oriented. I have filed a complaint with my employer regarding all the issues I've had with Wageworks. I am hoping they change admistrator in 2019.

I have just experienced the worst customer service i've ever experienced in my life! I had the "pleasure" of dealing with "jk" today, I asked for his employee i.D. Which is probably false, but i'll take a chance and post it anyway. It goes as follows [protected]. After typing in the last four of my husbands ss# to verify my identity, then confirming who I was with jk verbally, and explaining to him that I was calling to just check and see when the new hsa card I ordered last weekend for myself would be here (well actually for both my husband and myself, we found out the last guy cancelled both of them... Which is an entirely different issue) this has left me up a creek due to the fact I can not pic up any prescription refills now, and have appointments next week with my neurologist. Anyhow, jk informs me "you are not an authorized user on this account". I said "what do you mean? I'm the one who reported my card information compromised last week and requested a new card?!" all of a sudden I can't request an approximate date of arrival for the card with my name on it?! Seriously? I asked to speak to a manager which he also refused to do, since I am not an authorized user on this account. Here's my issue. My husband works up on 75ft. Power poles all day, I have multiple sclerosis neither of us have the time, nor the patients to deal with this bs. Please train or retrain your staff to do better.

I have the same complaints as many of the people who have already posted - the WageWorks service fails on every level, and simply does not provide the service they are paid to execute. The best part is when all of these failures are communicated to "customer service" they basically say this was in the terms and conditions etc etc, basically saying "We know we are terrible, but we told you in advance" and then end the interaction. I'm just throwing money away, apparently.

Its been a month and half for my bus ticket reimbursement and I called more than 10 times people told me the wrong email address and you guys rejected me the first time only because I faxed my files separately, you accused me for no receipt now you have everything there is no excuse to not help me.

If this is not processing still I am already very upset about your service so I think this will be the end of the business with you guys. Since nobody is really helpful and just keep dragging my time waste my time.

I provided the 2 receipts that were requested however they suspended my card for days...(mind you this were nominal amounts of things that are obvious like physical therapy and vision care) They have approved my receipts but still my card is suspended. I telephone every day and I can not even understand the customer service reps because they are not in America and do not speak English. This company is AWFUL!
I am going to inquire at my company to see if we can change providers of this service.

If there is a worse company for "customer service" than wageworks, I don't know what it is. They loose receipts you upload, ask for receipts from previous years and then deny them, and god help you when your card gets suspended.

I've now spent over 80 hours trying to get my card unsuspended again. Their "customer service" is horrible - it's outsourced to bfe, their reps don't speak english, the don't understand how an fsa works, and you get hung up on.

I've begged, cursed, and finally lodged complaints with the bbb in the hope of getting someone who speaks english to figure this dumpster fire out. They are holding almost $1000 of my money and I can't use it.

They suck.

05/11/2018
Today I phoned wageworks as my card was suspended due to needing receipts.
When I phoned customer service I spoke with Sarah a "supervisor". I asked her what I need to do as the claims I submitted where from last year. We had funds available from this year and we received an email stating that we had until 03/31/2018 to submit expenses from last year. We were not informed that there was a totally different process to claim these. So, my claims were initially paid by our money "FSA money that we have taken out of our pay" and now I have to re-pay the claims with my money "money that is not FSA money" because I didn't use this different process that no one mentioned. Now it is May so I cannot even request re-imbursement because it is after 03/31/2018...even though I initially requested them prior to this date. I requested to speak with a manager or director and the "supervisor" stated that they don't take phone calls...? This is an unacceptable practice.

I sent a claim in for my daughter's preschool on February 14, 2018 and was notified that it was processed. I got a letter from my daughter's school, on April 27th, that she will not be able to finish the school year for non payment and may lose her placement for next year.

I was NEVER notified that my claim was denied and then approved but not scheduled to pay until June. There has been no accountability or acknowledgement of Wageworks incompetence. This is MY money, I planned accordingly and because YOUR employees didn't do their jobs, my 3 year old will be kicked out of preschool! I have spent hours on the phone and I have had several different "customer service reps and supervisors " acknowledge that it was their mistake but no one has offered a solution, I just keep being told to resubmit only to be denied again for submitting duplicate receipts!

If I am not contacted or paid for expenses I have paid for and put money into MY account for, I will file a police report. I plan on escalating this up through my chain of command, Wageworks has no customer service or support. This isn't a game, this is our lives and this company seems to be getting off on holding eligible, available money until it expires and is withheld from hardworking federal employees.

In early March, previous employer said Wageworks was notified of COBRA eligibility.

Wageworks stated they had no such notice for me.

After two weeks of back and forth phone calls and emails between me and my previous employer and me and Wageworks, discovered that Wageworks had transposed two digits in my zip code, which was why I could not get verified for COBRA.

Wageworks said they could not change this record error and I would have to do that from my account.

Was finally able to set up Wageworks account *using incorrect zip code*, then had to request a personal information change.

Then I tried to pay for first month's premium. Nope, Wageworks said a personal record change was in process and that I could not do anything until that was processed. This took *three more days*.

Finally I was able to pay the first month;s with a bank transfer on March 16.

Received coupon books on March 20th.

When trying to get medical service on March 23, provider said I was not covered.

I called Wageworks and I was told that they notified insurance company on March 21st.

I called insurance company and confirmed that there was no record of current coverage.

I called insurance company and told them Wageworks had sent coverage notice.

Insurance company held conference call with me and Wageworks. Verbally Wageworks said I was covered. Insurance company said they needed an official document. Wageworks said they had not sent that yet and that it takes 5 - 7 business days. Note a few paragraphs up that Wageworks originally told me they notified the insurance company on March 21 that I was covered - either that was true and their process is totally messed up or that person flat out lied to get me off the phone - either way, this is bad service. 5-7 days, after being paid a two weeks prior, is ridiculous in today's operational business model.

Also, many times, was told by a Wageworks representative that they work for our employer or previous employer and that they cannot do anything unless that employer asks them to. So what kind of deal is that?

A company outsources a service -and not a minor one, this is our lives on the line out here - and we, the paying customer, in my case, paying the full insurance premium, cannot be helped directly? What would a decent company outsource such a critical service and then still have to be in the middle of any issue resolution? Where's the value in that?

Back to the saga...now the insurance company, my prior employer and Wageworks are in on-going conversations trying to get this resolved.

And sitting in a hospital, waiting for cancer treatment today, is a patient. Only the insurance company seems to care about that and they (Cigna) has be very helpful.

Wageworks has been paid for this month's premium. Once they have your money, there seems to be no concern for their customer.

Pathetic process that is need of serious change.

Meanwhile, I already have a check in the mail to pay for next month's premium and I don't have confirmed coverage yet for *this* month that I paid for with a bank draft.

Premiums are due for a current month at the end of that month. So I have now paid in advance for two months. Is Wageworks banking this money and holding it as long as possible to squeeze a little bit of interest earnings?

This should be against the law. I pay them so they can pay the insurance company - not so they can hold onto my cash and then fail to deliver the services they are paid to provide.

Our very lives depend on insurance coverage - get your act together Wageworks and step up to deliver quality services. How can they go home and sleep with this kind of operation?

To me, that means:

1. No delays - ever
2. No mistakes - ever
3. No kicking us back to our employers (where we sometimes are not even employees now)
4. Our greed can kill a customer

Put that up in every office and cube and train people that it is real and that each person is accountable to us, the customer, and to no one else.

My visa debit wage works card suddenly stopped to work with uber pool. Customer support from them find out that the problem is with my card provider. So now i'm contacting with you.
I want to use my card as it was before without any problems.
If something is wrong with my card - can you send the new one?
My card number four last digits are 0954. I'm surprised with such troubles and already checked everything few times. My card is not expired and all details is uber app are written correctly.

WageWorks keeps losing my claim forms! My 'Pay Me Back' forms (for out of pocket expenses using post tax dollars) never get there, whether I send them by post or e-mail. This has happened twice, as if they are systematically avoiding reimbursing me. Background: I wasnt able to use my commuter card for a long time because i had misplaced it and when I left the company, I filled in the reimbursement forms (properly and fully). But I never heard from them the first time. When I called to check, they claim to not have received any and advised to send them by e-mail. I had to re-do months worth of reimbursements to send the electronically. No word - and according to the hotline they havent received anything (again). The e-mail didn't bounce back and Ive double checked the address - they should've received it.
Dates and details:
-Commuter forms were mailed on Dec 15, 2017
-Commuter forms re-sent via email on Jan16, 2018
-Commuter forms were fully completed and signed and covered July 2017-January 2018