Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/18/2026

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have $535 left of my FSA. I submitted a claim for reimbursement in the amount of $475 I paid out of pocket. They are refusing to reimburse my money. I have provided all documentation for this!

  Business Response

  Date: 06/22/2026

  Thank you for the opportunity to respond to this complaint.
  
  We understand the members frustration regarding the denial of their reimbursement request and appreciate the opportunity to clarify the circumstances.
  
  Summary of Events
  The member submitted a Flexible Spending Account (FSA) claim in the amount of $475 for a medical service incurred on June 5, 2026.
  
  At the time the claim was reviewed, the member's coverage period under the REMOVEDplan was reflected as:
  January 1, 2026 May 31, 2026. Coverage dates still show terminated as of this date in our system.
  
  Under REMOVEDregulations and the terms of the employer-sponsored plan, REMOVEDexpenses must be incurred during an active coverage period to be eligible for reimbursement. Because the date of service occurred after the coverage period ended, the claim was denied.
  
  The claim was not denied due to missing documentation. Rather, it was denied because the service date fell outside the coverage period reflected on the member's account at the time of review.
  
  Member Outreach and Support Response
  On June 18, 2026 (Case #REMOVED), the member contacted Forma regarding the denied claim.
  Our team reviewed the claim and explained that the expense date of June 5, 2026 fell outside the active coverage period on file, requiring the claim to be denied based on plan rules. 
  
  During this review, it was also identified that the member may have elected COBRA continuation coverage. If COBRA coverage is elected and confirmed, the member's REMOVEDcoverage period may be extended, which could impact the eligibility of this expense after we receive updated coverage dates. We receive information 1-2 months after COBRA begins as we are not the insurance or prior employer.
  
  Current Status
  At this time, Forma has not yet received confirmation of the member's COBRA enrollment from the COBRA benefits administrator. Until that confirmation is received and reflected in the plan records, we are required to adjudicate claims based on the coverage information currently on file.
  
  Our team is awaiting on COBRA enrollment documentation. If COBRA coverage is confirmed and results in an extension of the member's coverage period, the claim will be reevaluated in accordance with the updated eligibility information.
  
  Conclusion
  Forma did not deny the claim due to a lack of documentation and has not withheld eligible funds. The claim was denied because the date of service occurred outside the active coverage period reflected on the member's account at the time of review.
  
  Because there may be pending COBRA coverage that could affect eligibility, Forma is waiting on coverage information from the prior employer, and determine whether the claim can be reconsidered.
  
  We appreciate the opportunity to review this matter and remain committed to assisting the member through the resolution process.

• Initial Complaint

  Date:04/22/2026

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Forma is a REMOVEDmanagement company. Their website has not worked appropriately since January 1 2026. They have zero customer service people available and are basically holding my funds and not allowing me to access them for dental and vision expenses. I have wasted many hours attempting to contact them or call them for a resolution.

  Business Response

  Date: 05/13/2026

  Thank you for the opportunity to respond. We understand how important it is to access pretax benefits for dental and vision expenses, and we appreciate the opportunity to clarify the members experience and account activity.
  
  Summary of Events
  The member participates in a Limited Purpose FSA (LPFSA), which allows for eligible dental and vision expenses.
  The concerns raised in this complaint relate primarily to:
  -Card activation issues
  -Declined transactions
  -Receipt requirements for eligible expenses
  At no point were the members funds held or restricted; rather, the issues experienced were related to card activation status and IRS-required documentation.
  
  Member Communication Timeline
  January 28, 2026 (Case #REMOVEDEmail):
  The member contacted Forma regarding declined transactions and questions about ordering cards for dependents.
  -Our team explained that dependents must be 18 years or older to receive a pretax card.
  -We also identified that the members card had not yet been activated, which was the reason for the transaction declines.
  -Instructions were provided on how to activate the card, along with guidance on ordering cards for eligible dependents.
  
  February 11, 2026 (Case #REMOVEDChat):
  The member reached out again. While initial troubleshooting required clarification, the issue remained related to card usage and activation. The ticket was closed after no further response was received.
  
  April 22, 2026 (Case #REMOVEDChat):
  The member reported difficulty receiving the activation code needed to activate their Forma card.
  Troubleshooting steps were provided, and when the issue persisted, the member was given a phone number for additional support.
  
  April 28, 2026 (Case #REMOVEDPhone):
  The member contacted Forma and raised two items:
  -Questions regarding receipt requirements for ongoing orthodontic payments
  -Continued difficulty activating a dependents card
  During this interaction:
  -We explained that receipts are required under REMOVEDregulations to substantiate pretax expenses, even for recurring payments.
  -As an alternative solution, we confirmed the member could use their own activated card for eligible dependent expenses.
  
  Receipt Requirements (IRS Compliance)
  Pretax benefit programs such as LPFSA are governed by REMOVEDregulations. Certain transactions require documentation (receipts) to confirm eligibility.
  For recurring services (such as orthodontic treatment), receipts may still be required to verify that each charge remains eligible. This is a standard compliance requirement and not unique to Forma.
  At this time, required documentation for certain transactions has not yet been submitted. We have followed up with the member to assist with completing this step.
  
  Access to Funds
  Forma does not hold or restrict member funds. In this case:
  -Transactions were declined due to card activation issues, not lack of funds
  -Access to funds is available once the card is activated or claims are submitted manually
  -The member was also provided with an alternative option to use their own active card for dependent expenses
  
  Support Availability
  Forma provides support via chat, email, and phone. The member engaged with our team across all three channels, and responses were provided with guidance on resolving the issues.
  We acknowledge that activation challenges and documentation requirements can be frustrating, and we understand the time and effort this situation required.
  
  Conclusion
  Forma did not restrict access to the members REMOVEDfunds. The issues experienced were due to card activation challenges and standard IRS documentation requirements for pretax benefits.
  The account remains active, and the member can access funds by completing card activation or submitting required documentation. Our team has provided guidance and remains available to assist further.
  

• Initial Complaint

  Date:04/09/2026

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company intentionally hides information making it difficult to expense things. The site specifically says massage is a covered expense. I have had some medical issues and many medical bills but was advised to get massage by my Physical Therapist and REMOVEDwith medical bills piling up I assumed I could do this with my Forma account since it says massage. I submitted 3 receipts all the same type and all showing the massage business. The last one was rejected because it says it doesn't show the service. I submitted the website for the business showing the cost matches my receipt. This is the only receipts the business gives. Cash receipts are handwritten so I always pay in card for a receipt. I have another appointment scheduled already and now that I am not getting reimbursed, I will have to cancel. This company is deceptive, difficult to deal with, and only about half of what they say they will do, will be done. I am very disappointed. How do you cover something then change your mind. I have included my receipts as proof and the website for the business clearly shows the deep tissue massage are $80 an hour. The additional $3 is because I pay with a card for the RECEIPT

• Initial Complaint

  Date:02/22/2026

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My job uses Forma for benefits reimbursements. Pre-tax benefits are supposed to be refunded directly from Forma, while post-tax benefits run through payroll. During 2025 I paid into a fully funded parking transit account. I requested benefit reimbursements periodically throughout the year. Forma has NEVER deposited the money into my account. I've already paid for this benefit pre-tax so at this point Forma should be responsible for paying me interest. From the number of online complaints I've seen about the difficulty and inconsistency in the Forma reimbursement process, I would recommend that employers be very wary of using this benefit platform. Additionally, customer service is non existent. There's no phone number and then online agents that are seemingly all offshore are not at all helpful.

  Business Response

  Date: 02/24/2026

  Thank you for the opportunity to respond. We appreciate the chance to clarify the reimbursement activity on this members account and address the concerns raised.
   
  Overview of Benefit Types and Payment Methods
  
  The member participates in both pretax and post-tax benefit programs. These programs are reimbursed differently:
  -Pretax benefits (e.g., Parking, Transit, FSA): Paid directly to the members linked bank account via direct deposit after claim approval.
  -Post-tax benefits (e.g., Remote Work Support / TT Bucks): Included in employer payroll reports and reimbursed through the members paycheck by their employer.
  -Forma does not control employer payroll distribution and does not have visibility into individual paychecks once reports are transmitted. All inquiries were responded to with explanations of reimbursement processes and payment status details.
   
  Member Communication Timeline
  
  On January 28, 2026, the member contacted Forma four separate times via chat:
  --09:58 PST: Requested payment status for December 2025 claims and all payout statuses across REMOVED, Parking, and post-tax accounts.
  We clarified what are included in the payroll reports we sent to their employer and advised reimbursements should be paid out in the paycheck following the approval. The member then shared that theyve never been paid for the Parking claims, and would like to know how to check if theyve been reimbursed. We clarified that we dont have visibility for their paychecks, explained different pretax claim status, and how each program are reimbursed (pretax via direct deposit, and post-tax via paycheck).
  --10:44 PST: Opened a second chat and indicated intent to file a BBB complaint.
  Our team again explained payout processes again. Clarified that we dont have visibility for their paychecks, explained different pretax claim status, and how each program are reimbursed (pretax via direct deposit, and post-tax via paycheck).
  --13:32 PST: Requested a phone number, which was provided. The member never called.
  --16:33 PST: Requested the phone number again, and it was provided. The member never called.
  On February 21, 2026, the member contacted Forma again regarding parking reimbursements. We confirmed that the most recent $898 payment had been initiated on January 4, 2026, and advised contacting their bank if the deposit could not be located. 
   
  Pretax Parking Reimbursements (Direct Deposit)
   
  The disputed amount of $2,423.00 consists of the following approved and initiated payments:
  --$1,525.00  Initiated on October 5, 2025
  ACH Trace ID: REMOVED
  
  Funds are typically received within 23 business days of initiation.
  --$898.00  Initiated on January 4, 2026
  ACH Trace ID: REMOVED
  Funds are typically received within 23 business days of initiation.
  
  --Both reimbursements were successfully initiated to the members linked bank account. If the deposits are not visible, the member may contact their financial institution and provide the trace IDs above, so the bank can locate the transactions.
   
  Post-Tax Benefit Reimbursements (Employer Payroll)
  
  The following post-tax reimbursements were included in payroll reports sent to the employer:
  -$504.44  Included in October payroll report (expected in November 15 paycheck)
  -$520.56  Included in December payroll report (expected in January 15 paycheck)
  -$325.00  Included in December payroll report (expected in January 15 paycheck)
  Forma transmits approved reimbursement reports to the employer. The employer is responsible for disbursing those funds via payroll.
   
  Forma has initiated all approved pretax parking reimbursements via direct deposit and transmitted all approved post-tax reimbursements to the employer for payroll processing. There is no record of withheld funds. The disputed amount corresponds to ACH payments that were initiated and can be traced using the provided banking reference numbers. We regret any frustration caused by confusion regarding reimbursement methods and remain available to assist the member in coordinating with their financial institution if needed.
   
  The member is always welcome to call the number that was provided to them, email us at REMOVED, or message us again via the portal. 

• Initial Complaint

  Date:01/15/2026

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Forma is a company that my employer uses for my REMOVEDaccount. Me and my employer have both paid into this account. Yet this company refuses to provide me with my physical card or my virtual card. I need this card information so I can order my contact lenses. So I can see and do my job properly. For my employer.

  Business Response

  Date: 01/26/2026

  Thank you for the opportunity to respond to this complaint.
  
  We understand the importance of timely access to REMOVEDfunds and appreciate the opportunity to clarify what occurred in this situation.
  
  Summary of Benefits and Card Types
  The member is enrolled in the following benefit programs through Forma:
  -Post-tax benefits: AI Stipend and Gustoversary
  -Pretax benefits: Flexible Spending Account (REMOVED), Transit, and Parking
   
  Pretax and post-tax benefits are administered separately and require different cards. Transactions attempted with a post-tax card cannot be approved for pretax medical expenses such as contact lenses. Additionally, pretax benefits do not offer a virtual card option. 
  
  Issue Identified
  The members transactions were declined because they were attempting to use a post-tax card (AI Stipend/Gustoversary) for an REMOVED-eligible medical expense. This is expected behavior and not a restriction or withholding of funds.
  
  The member does have access to a pretax REMOVEDcard and our information states it is currently active and available to use. If the physical pretax card is lost or unavailable, a replacement card can be ordered through the Forma platform. The member has been instructed on how to obtain a new card if needed. The member can submit a reimbursement claim for any eligible out of pocket expenses at any time. 
  
  Member Outreach and Support Response
  The member contacted Forma multiple times, and each inquiry was reviewed and responded to:
  January 12, 2026 (Case #REMOVED): The member replied to a prior Forma Store (post-tax) ticket regarding card usage. As the inquiry related to the Forma Card, the ticket was transferred to the appropriate Support team on January 14, 2026.
  January 13, 2026 (Case #REMOVED): The member emailed Forma regarding the same card issue. Our team responded explaining that the declined transactions were due to the use of a post-tax card and clarified which card should be used for REMOVEDexpenses.
  January 13, 2026 (Case #REMOVED): The member again replied to the previous store ticket. This inquiry was transferred to Support, and we responded with the same guidance regarding pretax card usage and instructions for ordering a replacement pretax card if needed.
  January 16, 2026: Forma Support followed up to confirm that the information had already been provided through the members active ticket and reiterated which card should be used and how to obtain a new one if needed.
  January 16, 2026 (Case #REMOVED): The member contacted Forma regarding store return labels. This inquiry was unrelated to the REMOVEDcard issue and was handled by the Forma Store team. The ticket was closed on January 23, 2026 after no further response was received.
   
  Support Availability
  Forma provides member support through messaging and email channels. All of the members inquiries were received, reviewed, and responded to with clear instructions on how to resolve the issue and access pretax benefits correctly.
  
  Conclusion
  Forma did not refuse to provide the member with access to their benefits or card information. The transaction declines occurred because a post-tax card was used for a pretax expense. The member has an active pretax REMOVEDcard and was informed how to use the correct card and how to request a replacement if necessary.
  
  We regret the frustration this situation caused and remain committed to ensuring members understand how to properly access their benefits and receive timely support.
  
  If additional assistance is needed, our Support team remains available via chat and email.

  Customer Answer

  Date: 01/26/2026

   
  Complaint: 24404899
  
  I am rejecting this response because:
  
  Sincerely,
  
  Mia Appluewhite

  Forma is being dishonest, my FSA card should have mailed to my address on 01/01/2026, it was never mailed. Since I owed them $17.00 on another Forma card. They cannot by law keep my FSA card from me. Because I owe money on another account. And they did not provide me any information that were withholding my FSA card, for that reason. Even after paying what I owed on the other account last wee, and verifying my address, I still havnet received my FSA card. So no its not missing, lost, or stolen. They have never sent it, causing me not to be able to work, without my contacts. Which cause me pay all last week.

  Thanks,

  Business Response

  Date: 01/27/2026

  Hello, thank you for allowing us to respond a second time. Each statement made has been broken out with the same or further explanation. Our prior response addresses all information, and these responses are an extension. 
  
  Statement 1:
  "Forma is being dishonest, my FSA card should have mailed to my address on 01/01/2026, it was never mailed."
  Answer 2:
  -The previous pretax card ending in 0432 was sent on 12/19/2024 and was active. To activate the card, it must be physically in the member's hand and the phone number on file must call to activate it. This shows the member did have the card available to use. 
  -That card was is closed on 1/27/2026 (today), and is no longer active as the member went through Forma portal for the first time to request a new pretax card (the new card will end in 1825). Cards can take up to 4 weeks to arrive after requesting one.
  
  Statement 2:
  "Since I owed them $17.00 on another Forma card. They cannot by law keep my FSA card from me. Because I owe money on another account. And they did not provide me any information that were withholding my FSA card, for that reason."
  Answer 2:
  -The cards for pretax and posttax programs are separated, and the member has been advised this several times. For example, the card ending in 6780 is strictly for Gustoversary and AI Stipend. This was thoroughly explained in ticket number REMOVEDon 1/16/2026.
  -Any amount owed to the post-tax programs will not affect pretax plans. The $16.17 mentioned was part of a $32.41 transaction under Gustoversary, which is a post-tax program. The pretax card, and it's funding, is not being withheld. 
  
  Statement 3:
  "Even after paying what I owed on the other account last wee, and verifying my address, I still havnet received my FSA card. So no its not missing, lost, or stolen. They have never sent it, causing me not to be able to work, without my contacts. Which cause me pay all last week."
  Answer 3:
  -There was never a new card issued or supposed to be issued on that date. Before today, 1/27/2026, REMOVEDalready had an active pretax Forma Card ending in 0432, which we've explained that they should use this card towards her contacts purchase.
  -We provided steps to order a new card in case the card ending in 0432 was lost. She didn't confirm the current card was lost or stolen, we advised she can order a new card if needed. The member has tried to use their pretax card for posttax expenses, and all of those transactions were denied on the pretax card. This also shows the member had the correct FSA card in hand, but not understanding the difference between the two.
  -We also offered to order a card for them on 1/20/2026 in ticket number REMOVED, which we never received a reply. Due to privacy and security, we are unable to request a new card without verification from the member.
  -The member can always pay out of pocket and submit a claim for reimbursement of any REMOVEDeligible purchase. A card is not the only way to receive funds from an REMOVEDaccount. Funds have always been accessible to the member.
  
  The member is welcome to reach out to support at anytime with further questions or concerns through email for further information. Our email remains the same as REMOVEDWe are not able to provide support on this type of forum, or upload documents, due to privacy and security. 
  
  Thank you for your time.

  Customer Answer

  Date: 01/27/2026

   
  Complaint: 24404899
  
  I am rejecting this response because:
  
  Sincerely,
  
  Mia Appluewhite

   

  The fact that Forma sent me an email today, stating my FSA card was mailed today on 01/27/2026, and I first reached out to them. On 01/08/2026, shows me that the customer service and integrity of REMOVED. Is extremely low to me, there is nothing else that the BBB can do for me. I have filed complaints with federal agencies, as well as contacted an attorney. For neglect, discrimination, and causing me financial hardships.

• Initial Complaint

  Date:01/12/2026

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to the dentist and used my forma card designed for medical expenses , the transaction went through then they said they needed a receipt , I tried to contact them multiple times there is no working phone number and the chat bot said it was getting me to a live person but it never did even after several hours of waiting multiple times . Now I get an email saying its declined and I owe the balance . The amount from that card was pre tax and already came out of my pay, everything about this situation is sketchy and Id like this resolved . I hope employers see this and choose not use forma , multiple employees at my job also complained about trying to get in contact with forma .

  Business Response

  Date: 01/26/2026

  Thank you for the opportunity to respond to this complaint.
   
  We understand the members concern and appreciate the opportunity to clarify the circumstances surrounding this transaction and the resulting balance due.
   
  Summary of Events
  -The member used their Forma pretax benefits card for a $408 transaction on October 9, 2025 at a dental provider.
  -As permitted under REMOVEDregulations, the transaction was initially approved at the point of sale but flagged for substantiation, meaning a receipt was required to confirm that the expense qualified under the members FSA.
  -A receipt was never uploaded for this transaction.
   
  Receipt Requirement and IRS Compliance
  Under IRS rules governing pretax benefits, all FSA expenses must be substantiated with proper documentation. While some medical transactions can be auto-approved, others require a receipt review to ensure eligibility.
  Although the dental service may have qualified, Forma is legally required to obtain and review a receipt before final approval. Without a receipt, the transaction cannot remain approved.
   
  Employment Status and Submission Deadline
  -The members last day of employment with their company was December 3, 2025.
  -Per plan rules, the final day to submit receipts or claims was January 2, 2026 (90 days following termination).
  -As no receipt was submitted by that deadline, the transaction was automatically declined on January 11, 2026, and a balance due was created in accordance with IRS requirements.
   
  Member Outreach and Support Response
  On January 11, 2026 (Case #REMOVED), the member contacted Forma appealing the balance due.
  Our team explained:
  -Why the receipt was required
  -That the submission deadline had passed
  -That Forma is no longer able to accept documentation or offset the balance once the plans grace period ends 
  
  Prior Account History
  The member has contacted Forma previously for unrelated matters, including:
  March 13, 2025 (Case #REMOVED): A declined posttax transaction due to a merchant not being whitelisted; the merchant was subsequently whitelisted for the member.
  June 4, 2025 (Case #REMOVED): A declined pretax transaction for microblading purchased through Groupon, which was correctly declined because the merchant does not support IRS-required IIAS compliance.
  There are no other cases in which the member tried to reach out to us.
  These prior cases are unrelated to the dental transaction in question.
   
  Conclusion
  Forma did not withhold the members pretax funds, nor was the transaction declined due to a system error. The balance due was created solely because a required receipt was not submitted within the REMOVED-mandated timeframe following the members termination of employment.
  The amount will be reported back to the employer, and will most likely be treated as taxable income, as required by REMOVEDregulations.
   
  We regret any frustration this situation caused, but Forma must operate in compliance with federal tax laws and employer plan rules.
   
  If additional clarification is needed, our Support team remains available via chat and email.

  Customer Answer

  Date: 01/26/2026

   
  Complaint: 24388927
  
  I am rejecting this response because: I tried to get ahold of someone through their online chat feature but after many hours and many attempts the system is not set up to transfer to a live person. There is also no phone number to contact them . My dental transaction was obviously a qualified REMOVEDpurchase . But the red tape and lack of customer service resulted in this negative situation. Forma should be ashamed and companies should think twice or maybe even three times before using forma . 
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 01/27/2026

  Hello, thank you for allowing us a second opportunity to respond. Continuing the prior message, the member has talked to support several times. Our support is email and messaging only. 
   
  The messaging feature we have is easy to speak to a member of our team. As long as someone asks a question, which prompts you to do upon opening, you are able to connect immediately after the question is asked and answered you are directed to a support teammate. If you ask for a human, it will not let you through as you have not completed the first step. If it cannot help you, it also lets you through. Again, a member must ask a question. After review of this member, there is no indication that this member used this feature at anytime after reviewing records on both the website and the messaging logs. Regardless of the messaging feature, the member has made contact with the Forma support team multiple times. The member has reached out with three separate alias' (REMOVEDA, REMOVED, and REMOVED), and all three were checked.
   
  The balance due was created solely because a required receipt was not submitted within the REMOVED-mandated timeframe following the members termination of employment. The member did not submit the required documentation within the timeframe, and the expense is now unable to be verified. 
   
  A receipt is required to be reviewed per IRS guidelines to verify the purchase. It is not obvious when a purchase is eligible, as all Forma sees is an amount. We allow the purchase to go through at medical, dental, and vision facilities, then verify the services after. Not uploading a receipt within the required timeframe for review will put a hold on the account until a receipt is submitted that was for the transaction, or exceeds the amount of the transaction with other qualifying purchases. 
   
  The member is welcome to reach out to support at anytime with further questions or concerns through email for further information. Our email remains the same as REMOVED. We are not able to provide support on this type of forum due to privacy and security. 
   
  Thank you for your time.

• Initial Complaint

  Date:01/05/2026

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was issues the Forma LSA debit card in December of 2024 and had no issues. When it re deposited my yearly benefit for 2025 at first the card seemed to work fine. Then on December 4th while using it at the same merchant I'd used it at several times before, it suddenly started being declined despite it being a covered purchase and there being plenty of funds in the account. I cannot get anyone to get back to me to see what the issue is despite sending several emails to their support team. There is no phone number to call and the chat thing in the app doesn't work either. I'm upset because I was relying on this benefit to get me through after being out of work for the holidays.

  Business Response

  Date: 01/12/2026

  Thank you for the opportunity to respond to this complaint.
  
  We understand how concerning it can be to experience interruptions when accessing benefit funds, particularly when those funds are relied upon for essential expenses. We appreciate the member bringing this matter to our attention.
  
  Summary of Events (the dates have been changed from the complaint to the proper dates per the member's account).
  
  -The member used their Forma Lifestyle Spending Account (LSA) debit card in December 2025, which functioned as expected at eligible merchants.
  -The members 2026 annual LSA funds of $500 for the entire year were deposited on January 1st, 2026, and the card initially continued to work without issue.
  -On January 4, 2025, the member experienced card declines at a merchant where the card had previously been used successfully, despite sufficient funds and an eligible purchase.
  
  Member Outreach and Support Response
  The member contacted Forma multiple times regarding this issue:
  -Sunday January 4th ,2026 at 13:44 PST (Case #REMOVED): The member reached out via support channels asking why their card was being declined at a merchant where it had worked previously.
  Forma responded that there was a temporary issue impacting Forma card transactions, advised retrying the transaction, and provided the option to submit claims in the interim.
  -Monday January 5th, 2026 at 12:22 PST (Case #REMOVED): The member followed up stating that the card worked at the same merchant one day and was declined the next.
  Forma again responded, reiterating that a temporary transaction issue was being investigated.
  -Monday January 5th, 2026 at 16:48 PST (Case #REMOVED): The member contacted Formas issuing bank, Thread Bank, regarding the Forma REMOVEDdebit card.
  Forma responded that a known incident affecting card transactions over the weekend had been identified and resolved, and confirmed that the members most recent transactions were now successfully processing.
  -Monday January 5th, 2026 (Case #REMOVED): The member contacted Forma via a phone number provided by REMOVED
  Forma explained that support is provided via chat and email rather than phone, and reiterated that the card issue had been addressed and transactions were now processing as expected.
  
  Resolution Status
  The card processing issue affecting a subset of Forma cardholders during this period has been resolved. We have confirmed that the members recent transactions have successfully gone through and are currently processing, demonstrating that the account is active and functional. 
  The member had numerous successful card transactions January 1st, 2nd, 3rd, 5th, 6th, 7th, 8th, 9th, 10th, 11th, and 12th (with more than 1 transaction per day). The current balance is $75.26.
  At no point were the members funds withheld, frozen, or restricted for non-operational reasons. The issue stemmed from a temporary system-related incident that impacted card transaction authorization and has since been corrected. The member also had full functionality to submit claims at any time, but never submitted a claim.

  Support Availability
  Forma provides member support through chat and email channels, including weekend coverage. While we do not offer phone support for this type of account, all inquiries from this member were received, reviewed, and responded to during the incident window.

  Conclusion
  Forma did not restrict or hold the members REMOVEDfunds. The card declines were caused by a temporary processing incident that has since been resolved, and the members account is currently active and usable.

  We regret the inconvenience this temporary issue caused and remain committed to ensuring reliable access to benefits and responsive member support.
  If further assistance is needed, our Support team remains available.

  Customer Answer

  Date: 01/12/2026

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:01/03/2026

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My LSA was funded with $375 on 1/1/2026. I have an active Forma account with a virtual card linked. Not only can I not add the virtual card to my apple wallet, but I also can't pay with the card credentials at approved merchants on approved items. I have thoroughly reviewed my employer's spending policy so I know these attempted purchases are valid. In attempting to receive assistance from the platform, I cannot get ahold of a live agent or even a response via email to settle my issue. Forma is holding my funds. It is unethical. I would like for this to be resolved immediately.

  Business Response

  Date: 01/12/2026

  Thank you for the opportunity to respond to this complaint.
  
  We understand how frustrating it can be to experience interruptions when accessing benefit funds, and we appreciate the member bringing their concerns to our attention.
  
  Summary of Events
  The members Lifestyle Spending Account (LSA) was funded in the amount of $375 on January 1, 2026 and an active virtual Forma Card was available.
  On January 3, 2026, the member contacted Forma multiple times via chat and email regarding card declines at eligible merchants.
  Our Support team investigated the issue and responded to the member in the early hours of January 4, 2026 (PST) after identifying and addressing a system-related card processing issue impacting a subset of accounts.
  
  Resolution Status
  Following our fix, the member successfully completed multiple eligible transactions on January 4 and January 5, 2026. As of today, the member has $98.14 remaining in their account, confirming that the funds were never held or restricted and are actively accessible.
  Some additional declines occurred temporarily due to the same underlying card issue while our fix was rolling out, but functionality was restored shortly thereafter. At no point were the members funds withheld for non-operational reasons.
  
  Apple Wallet Clarification
  The option to add the Forma Card to an Apple Wallet was also disabled at that time. That functionality is operational, as long as the member has the most up to date system and application on the phone itself. In addition, cards are only available to use in the wallet or physically in the REMOVED
  
  Support Availability
  Forma provides support through chat and email channels, including weekend coverage. While there may be short delays during high-volume periods (with the beginning of the year being our highest wait times), all inquiries from this member were reviewed and addressed, and the issue was resolved promptly once identified.
  
  Conclusion
  Forma did not withhold or restrict the members funds. The issue stemmed from a temporary card processing error, which has since been corrected. The account is active, usable, and funded, and the member has already been able to spend the majority of their balance.
  
  We remain committed to providing reliable access to benefits and responsive support, and we regret the inconvenience this temporary issue caused. If further assistance is needed, our Support team is available to help.

• Initial Complaint

  Date:03/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My REMOVEDaccount was closed in December 2024. They informed me that they would send me a check to close my account, but after waiting for a long time, it never arrived. Then, I received a tax form from REMOVED. I requested a new check, and after many requests and a long wait, I finally received itbut it was from a different bank that did not match the tax form they had sent me. I requested an explanation, but they ignored me. They have messed up my taxes, and I need them to correct my documents.

  Business Response

  Date: 04/04/2025

  The member's employment, and therefore REMOVEDeligibility ended on November 28, 2024, at which point their REMOVEDaccount was closed. In accordance with our procedures, a check representing the remaining funds in their REMOVEDwas issued. This check was issued by our REMOVEDbanking partner at the time, REMOVED, which was responsible for the disbursement. The tax form was completed by our current bank as it was created post transition, and the tax form was accurate with the amounts and everything submitted to the REMOVED. No taxes have been misfiled or advised incorrectly. Below is a timeline of events.
   
  On January 19, 2025, the member reached out to us indicating they had not yet received the check. Our support team responded the same day, confirming that REMOVEDadvised checks were expected to arrive between mid- to end of January. The member was advised to reach back out in early February if the check had still not arrived. At this time we did not have any check information.
   
  On February 6, 2025, the member followed up to report they had still not received the check. Our team verified their mailing address and confirmed that a replacement check would be issued. During this interaction, the member expressed concern about potential tax implications if the funds were not deposited into a new REMOVEDwithin a certain time frame. While our support agent did assist with reissuing the check, we acknowledge that this specific concern was not addressed directly in the response, and we regret any frustration that caused.
  The member reached out again on February 19, 2025, noting they still had not received the reissued check. At that time, our team informed them that the replacement check could take an additional 24 weeks to arrive, per the issuing banks timeline.
   
  On March 3, 2025, the member confirmed receipt of the check, but expressed confusion because the check was issued by REMOVED, while the accompanying tax form (1099-SA) was from Thread Bank. The member requested that this discrepancy be corrected so that both the check and the tax documentation matched. Our support team acknowledged the discrepancy and escalated the concern internally for investigation. However, we acknowledge that as of two weeks following that communication, the member had not yet received a further update. We understand how delays in communication can add to a members frustration, especially when related to time-sensitive tax matters.
   
  We want to clarify that the transition between banking partners (from REMOVEDto REMOVED) occurred during the same time period and may have contributed to the member receiving documentation and disbursements from different institutions. While the funds were correctly issued and the tax documentation reflects the correct distribution activity, we understand the confusion this caused and are actively working to ensure that the member receives a clear and accurate explanation. There is nothing to change or update at this time.

• Initial Complaint

  Date:12/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Forma has sent me the wrong product, was notified the same day of delivery and refuses to take the item back. I do not want and cannot use the product. I have requested for Forma to return or replace the product and have a manager contact me; however, Forma refuses to do so. They continue to give the same generic response and refuse to assist me: Hi REMOVED,Thank you for reaching out.The functionality of this product was clearly specified on its product page (please see the attached screenshot). It is a cooling fan designed for computers, not a desk fan. As the vendor delivered the correct product, we regret to inform you that we are unable to process a return or refund for this item. We hope this clarifies your concern! Please feel free to reach out if you have any additional questions. Have a great day,Forma Fulfillment Team

  Business Response

  Date: 12/16/2024

  Thank you for letting us know about the inquiry about an item return from our online store. 
   
  For each return request, the team reaches out to the Vendor (who the order is placed with) on a case by case basis to see if the Vendor will accept the return. The return label also must be sent from the Vendor to the member for return. Forma is only able to process and facilitate the return of funds once we receive confirmation from the Vendor the product is returned. Forma is not the one processing or creating the physical return.
   
  Vendors only accept to complete a refund/return for the below cases:
  -Product malfunctioning
  -Damaged product
  -Wrong product delivered
  -Missing shipment
   
  Timeline of events:
  -Item was ordered on November 13th.
  -Item was received on November 27th.
  -Member reached out to our Support team on December 2nd requesting a refund. 
   
  In this instance, the member noted that the item was not as expected. The member expected a desk fan, however, the product was a computer/laptop fan. Therefore, a return is not eligible for this item per the Vendor. In the description of the item on the store, it states clearly "These are computer cooling fans". We do not sell desk or home fans. Upon contacting the Vendor they will not return the item as it was not defective, damaged, incorrect, or missing. The member has been advised of this information numerous times after we have reached out to the Vendor for a response. The item is unable to be returned per our guidelines. 

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22672735
  
  I am rejecting this response because: Forms scammed me and is forcing me to have a product that I cannot use and do not want. The product has not been opened and they were contacted the same day it was received. Forma needs to accept the item to be returned immediately.
  
  Sincerely,
  
  REMOVED