ComplaintsforTwic Inc.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Complaint Against Forma for Refusal to Honor Gym Membership Reimbursement To Whom It May ******* at the Better Business Bureau,I am writing to submit a formal complaint against Forma for their refusal to process my gym membership reimbursement claim. This denial is based on their requirement for monthly receipts, which is a condition that cannot be fulfilled due to LA Fitness's policy of not issuing such receipts.My name is ***************************, and I have been a member of LA Fitness since July of 2023, faithfully paying my monthly dues. Formas policy indicates that reimbursement is contingent upon the presentation of monthly payment receipts. However, as LA Fitness provides a consolidated billing statement rather than individual monthly receipts, I am unable to provide the specific documentation Forma has requested.Despite this, I have submitted detailed screenshots from LA Fitnesss official online portal showing each payment made, as well as my membership agreement, which outlines the terms of payment and frequency. These documents unambiguously demonstrate my consistent membership payments.The rejection of my claim, despite clear evidence of my adherence to the terms of my gym membership, is unjust and disregards the proof of payment I have provided. ******* inflexibility in this matter is causing me significant inconvenience and financial distress.This complaint includes attachments of the payment history screenshots from LA Fitnesss website and a copy of my membership agreement.I respectfully request that the BBB facilitate a fair reevaluation of my claim by *****, taking into consideration the evidence provided. Your prompt attention to this matter is greatly appreciated.Sincerely,***************************

  Business response

  02/26/2024

  The member who submitted this statement has an Employer Funded Account, which means their employer gives the member money to use for several types of expenses of their choosing according to the policy. This member chose to use it for gym membership reimbursement. The claim in question is from 2023 and was denied. Claims submitted to Forma must have all required information submitted to approve a claim, but theirs for 2023 did not meet reimbursement requirements upon initial submission.
  Accounts have requirements for claim submission and reimbursement. This account in particular has a submission deadline of December 31st every year.
  
  Here is the timeline for the claim in question:
  December 31, 2023 3:01pm PT: Gym membership claim was submitted with the same information as the approved 2022 claim.
  December 31, 2023 7:55pm PT: Claim denied asking for monthly payment information and receipts there is no payment information for 2023, only payments in 2022. Member asked to submit a new claim as we could not prove any 2023 payments for reimbursement.
  December 31, 2023 11:59pm PT: Member did not submit a new claim with the information requested; claim submission timeline expired.
  February 20, 2023: the member reached out to Forma for the first time about the situation, and did email the correct information at this time. However, it was after the deadline of December 31st. Therefore, we advised the member the claim will remain denied.
  
  The member is unhappy due to us not using the exact same 2022 information to pay the 2023 claim. They have been informed multiple times that the submission time has passed and cannot be reviewed, and the information has been passed on to their employer. The claim is correctly denied per review.

• Initial Complaint

  09/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My FSA is administered by Forma (f/k/a Twic). On June 7, 2023, I was contacted by another merchant that I would be receiving a refund. I reached out to this merchant who provided me with the detail of the refund and it was refunded to my Forma card. On July 13, 2023 I contacted ***** asking the status of my refund. Since then I have been following up and received no resolution to my issue. They keep saying they look into it, but they have not provided a resolution. At this point, my suspicion is my money has been misappropriated by Forma. This is not the first time I have had an issue with Forma with respect to my money. Late last year they stopped providing me with direct deposit for my reimbursement and when i contacted them it took months to resolve. Presumably during those months they kept my money and made interest or did not have the money where it should be. This is very concerning.

  Business response

  10/23/2023

  This member reached out to Forma on July 13th and July 30th about a $10 refund from a provider. The $10 refund was due to an overpaid copay at an appointment in which the member used their Forma Card for payment.
  
  The provider advised the member the refund was done on June 7th. However, ***** never received a refund from the provider to apply to the member's account. The support inquiries were in review with our internal teams waiting for a refund to come from the provider. The member followed up several times and each time was advised that it was being reviewed by our internal team. By September 6th, ***** still had not received the refund from the provider. 
  
  In order to best serve the member, we manually refunded $10 to the transaction in question on September 19th. There has been no response from the member after we advised the $10 had been applied back to the account with a message on September 19th.

• Initial Complaint

  07/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is my first time doing business with *****. My employer has set up for a well benefit. The card that my employee provided did not work until July 1st. So they told us to submit receipts for reimbursements. Which I have done on the Forma app. ***** also told me to add my bank account. Which Ive done . My claim has been approved. I have been getting the run around for 2 weeks. My money has not entered my account. Ive chatted them , called and no one seems to want to help me. I bed my money. When I called they says someone will be looking into it. No one has reached out. I spoke to firms she said by the end of last week I was going to receive my funds. Nothing yet! Its been 2 weeks ago. But clearly it says on the site once the claim is approved. It take 3 business days to get reimbursed, Ive checked my account plenty of times.. nothing there. I need a resolution ASAP!!!!

  Business response

  07/17/2023

  Hello *****,
  
  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that this experience has caused.
  
  After review, your inquiries are centered around your missing reimbursement for claims in the amounts of $47 and $53 that were submitted on June 19th and 20th, respectively. We took a closer look at your account and wanted to go over the information with you.
  
  While your claims were submitted on June 19th and 20th, one was rejected that we asked you to submit again. The reason for the resubmission for June 20th was due to a preferred name being used versus the name on your Forma account. Once we had this information, the claim resubmission was approved with no problems.
  
  Another part for a reimbursement delay was that your bank account was not fully connected and verified until June 29th. Due to the account connection and that our reimbursements go out once a week on Sundays, it causes a normal delay in the transfer of funding for first time transactions.
  
  We did advise that youd receive the payment last week (week of July 10th, 2023), however, that did not happen. We have talked to our team and verified the funds went out yesterday (July 16th, 2023) and it can take 3 business days from that date to be in your account.
  
  Our messages to you are up to date with information around the reimbursement. The team is watching your account and will be following up with you tomorrow to verify you received the funds, per your conversation with a Support Representative today (July 17th, 2023).
  
  Please let us know if you have any other questions or concerns.
  
  Sincerely,
  Forma

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