ComplaintsforBusinessolver.com

• Initial Complaint

  01/30/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I used my My Choice Debit card to pay for dr ***** that occurred in 2022, they were paid for in 2023. These are using 2023 FSA dollars instead of 2022 dollars. The agent I chatted with that they cannot update transactions to use 2022 dollars. The agent said I was supposed to know to use a manual claim form, instead of the debit card. I sent the agent the message on the website that does NOT indicate that I needed to submit them manually. (WEBSITE MESSAGE: Warning 2022 Remaining Balance!You have a remaining balance of $1,744.57 for your 2022 plan year. You have until February 28, 2023 to submit any reimbursements or provider payment requests incurred by December 31, 2022.You may be eligible to carryover $550.00 to your new plan year on or around March 11, 2023. Any remaining balance not claimed by February 28, 2023 may be forfeited.) I asked the agent to send me the information where it indicates I needed to submit manually, they could not. The opened a case, and said they are asking my employer for documentation. I NEED ****** to use 2022 FSA dollars and not 2023 dollars.

  Business response

  02/10/2023

  We apologize for your negative experience and would like the chance to make it right. Please contact us at ************** so we may look into this for you. Our hours of operation are Monday-Friday 7am-7pm CST, thank you.

  Customer response

  02/17/2023

   
  Complaint: 18951203
  
  I am rejecting this response because:  Th issue is not resolved yet.  Progress has been made, but the funds have not been transferred yet. 

  1.  I did call the number in this complaint last Friday.  The number is answered as the ***** center, which is not what this issue is about.  I explained my issue to the agent, who was very nice.  She said that she would be able to help and I would receive a message in the message center of ******* Solver within 3-5 days with my case number and next steps. 

  2.  Today - 5 business days since I called, I did get a message in the ******* Solver message center, saying "We cannot move the funds without documentation showing that the expenses were for 2022.  If you do not want to submit documentation, you could have the provider refund the expense to the card.  When using the card, it can only be used for expense incurred in the current plan year. If you should need further assistance, please reach out to the Medtronic *******s Center at ************, Monday Friday between 7:00 AM 7:00 PM ***************** Time)."

  3.  Notice that message doesn't indicate how I should submit documentation

  4.  I called the number and talked to a Medtronic benefits agent, who said I need email *************************** with the subject Medtronic ***************************, and include the Claim ID, $, and date of service for each item. 

  5.  I am putting together that email now, however please note that the documentation that the $ and date of service IS ALREADY ON EACH CLAIM.  I don't know why I have to waste my time resubmitting the same documentation over and over. 

  I do not want to close this inquiry until the 6 claims are paid for by FSA 2022 dollars. 

  For reference, here is the claims and amounts:

  My *******Solver Case: 257790723

  $442.05 -> ADJ0018202664 -> Date of Service:  12/9/2022
  $70.12 -> ADJ0018100236 -> Date of Service:  12/9/2022
  $158.23 -> ADJ0018145497 -> Dates of Service:  11/14/22, 10/5/22, 11/9/22, 12/13/22
  $41.62 -> ADJ0018202663 -> Date of Service:  9/22/22
  $34.39 ->  ADJ0018202662 -> Date of Service:  12/6/22
  $105.61 -> ADJ0018492615 -> Date of Service:  11/17/22
  Sincerely,
  
  ***************************

  Business response

  06/08/2023

  We appreciate ******** sharing this feedback. Over the course of the first few months of the year, we were able to bring resolution to ensure that ******** was aware of how this specific plan worked. After the first of the year the card switches to the 2023 plan year rather than 2022, even though there is a grace ****** for claims submitted. So rather than using the card to pay for those claims from 2022, we needed to manually address those, of which has been completely closed out and remedied on 4/6.

• Initial Complaint

  01/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My choice has been deducting bi-weekly payments from my paycheck to cover a flexible spending account that apparently I can never use and I have no access to my funds. The card that they sent me remains blocked cannot be used at any location even flexible spending account approved items their phone number on the back of the card does not work it does not ring just picks up and hangs up the support by **** has agents telling us that they have no administrative access to the account so they cannot help us and they keep providing the phone number that does not help or that does not work. So I am asking where is my money going and now that I'm not able to cancel that card because it's part of my work insurance I am stuck getting this money deducted from my paycheck that I cannot use

  Business response

  07/24/2023

  Thank you for your concerns, *****. We've reviewed our records and resolved the issue with ***'s support. If you have more questions, feel free to reach out. We're here to assist you.

• Initial Complaint

  10/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This company services my HSA through work. The card hardly ever works for medical expenses, not even at my pharmacy. At the advice of their customer service I paid out of pocket as it would only take 2 to 3 days to verify and I can do an instant transfer... followed their directions trying to resolved, confirmed with the bank that holds my funds and they know it is an issue on business solvers side. Account verifies then doesn't. I been trying to reach someone to help resolve but it is the same canned response to rinse and repeat the same process. Now they want me to remove the bank account, wait 24 hours, add it back, wait 72 hours dor deposits, once received wait another 24 hours before verifying... I just want access to the money I was told I would be able to access in 2 to 3 days. Now they will not even help me, telling me the issue is on my end and I am the problem. They do not have nor will escalate any issues, the can't transfer to department to support, and managers or supervisers will not take any calls. This whole thing has been a nightmare. I urge any company thinking about using this as a solution to stay away as all it will do is cause your employees tremendous pain and suffering, especially if they take their advice. After attempting this process multiple times I suspect all the money I have been contributing will never be accessed. They should not be in business with out a structure, escalation plan, and actual customer service. Business Solver solves nothing... save the money companies and go direct to the bank who actually holds the hsa funds. You can see in the video my account verifies then immediately unverifies... after a week trying to resolve I am sick of hearing this is my fault, this is my issue.

  Business response

  06/27/2023

  Hi *****, We believe that your experience has been resolved. We know that benefits can be complex and requires input from multiple parties. In this case, we are operating under the requirements of multiple agreements. If there are additional questions on this process, please contact us at ************ so we can further explain the reasoning behind these requirements.

• Initial Complaint

  09/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a phone call with ****** on Friday, September 10, 2022. I have a charge that is classified as a medical visit when it was actually a purchase of CPAP supplies.I had this issue twice before with other purchases made from a different store. In the past, I called in, explained that it was not a medical visit but was a purchase of masks, sent in my receipt and it was fine.On this call, ****** told me that the purchase could not be reclassified and that I had to send an EOB. While I was explaining to ****** that I had this issue before and that it was resolved in my favor, she spoke over me, repeating that it could not be done.I then requested to speak to a supervisor. ****** told me no supervisor would speak with me. She put me on hold, returned to the call, and said that the supervisor agreed with her and would not speak with me. I asked for more information and ****** said that the supervisor Perfect refused to come to the phone over team chat.I want this matter resolved as soon as possible. I also want to know what the policy is regarding supervisors speaking to customers.

  Business response

  06/09/2023

  ******* - we apologize for your experience during this call, when reaching out to the service center. After the team reviewed the call they did reach out via voicemail and email to explain better and to help you understand the process.

   

  When you swipe your MyChoice Accounts card, the way that it is coded in our system, is going to be based on how it is set up at the *** (point of sale). This is set up with the provider and their *** vendor and we unfortunately do not have access to change this. Although the coding may not accurately reflect your purchase, it can still be verified.

   

  Before our processing team will request documentation from you, they first attempt to auto substantiate your transaction. If they are able to do this, you are not required to submit documentation. If they are unable to auto substantiate the transaction, they will request an itemized receipt or EOB.

   

  At the time of your call with ******, the required documentation had not been attached to the transaction, which was needed to clear the suspension on your account.

   

  We do know that your receipt was uploaded 09/09 and the processing team cleared the transaction to ensure your issue was resolved timely on 9/13.

   

  I hope that you have a better experience when reaching out to our service center again in. Please reach out at ************ if you have any further questions.

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Another complaint about Businessolver who took over reimbursement for retiree HRA accounts from Lumen. Nearly each time we submit a claim it's kicked back for some "made up" reason. The very first time we submitted we were told we did not have enough funds in the account to cover. We had over $13K in the account at the time. We called and we get "oh, yes, we see you have plenty in your account". We then get kicked back to the disbursement group. It seems to be a ploy to not pay us for as long as possible. Next issue is that we received a letter, months after BS took over the **** to advise we needed to put in our bank info again for direct deposit. We called and gave the info but the employee did not put it in correctly. We were sent checks. Had to make several calls to correct this situation. This time, we are told that ******* is not a dependent! We have been married 41 years. We call in to be told "oh, yes, we see ******* is on this account as dependent". Bayfront Claim submitted 7/8, on 7/13 it says "Processed but Cancelled due to processing issue" then "reprocessed". 7/18 spoke to BS chat, then phone call with ***** who was "supposedly" emailing with her boss ******? I was told I would receive a phone call from supervisor *************** about this issue by 5 pm, 7/18. I have yet to receive ANY communication from BS. We were told it was "referred" back to the processing department on 7/15. No reimbursement yet! It's unacceptable that any company is allowed to do business in this manner. We are retired seniors who should not have to fight to receive our earned retirement benefit.

  Business response

  08/09/2022

  Hi *****,

  We are sorry to hear about your negative experience with Businessolver. We are looking into this right now, and a member of our team will be reaching out directly to help resolve the issue.

  Thank you for your time, we hope to make this right.

  Customer response

  08/10/2022

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

• Initial Complaint

  04/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have never done business with this company but they made two withdrawals from my checking account

  Business response

  06/08/2023

  We made an outbound call to ******** based on her BBB complaint as she set up auto-pay for her COBRA continuation benefits prior to her subsidy being applied. Once her subsidy was applied, we refunded her account.

   

  ******** previously worked for a company who uses one of Businessolver's resellers for their benefits administration which is why she did not recognize Businessolver as the name in her checking account. We did inform of her of this via voicemail as well.

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Complaint Details I've dealt with many different companies and this is the worst! You call them up and it feels like they are bothered by your call and want to get you off the phone if they don't like what they hear. They are very unhelpful when you need help. I am waiting 10 days now for a reimbursement of $240. Today Businssolver announced they need up to another 5 more business day to approve claims. I have an emergency and need this claim approved already. I expedited it early today then when it still wasn't approved 1 hour before they closed, I tried live chat and actually someone named 'Agent" came in. She immediately scolded me for coming back to ask if she could get it approved as I have an emergency. She just says is there anything else I can help you with and abruptly left the chat. Very rude, and they won't give their name out. I need my reimbursement claim for $240 processed

  Business response

  04/08/2022

  ****,

  Thank you for your message. We are sorry to hear you have had a negative experience and want to make it right. We have passed your message along to our ****** Services team and they have escalated this issue and submitted a request for your claim to be processed ASAP. Please let us know if there is anything else we can help you with.

• Initial Complaint

  01/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  01/25/2022 I have been calling Businessolver.com since they unfortunately took over my HRA account from Lumen. I've tried calling at least 6 different times. Tried Live Chat and it appeared that if I wanted use it, that it would cost me to use. On my first call I was looking for a premium that I had sent in on 12/21/2022 and they opened a case number I never did hear from anyone. I received a premium that I sent payment in on 01/10/2022, for this one they changed the mailing address after I mail it, they have not found either. On ************** I have had Agents supply incorrect or partly correct information to me. My guess is that they lacked training, because of the kind of response I received. The last agent that tried to help me had no idea who VP ***************** is and no idea how I might contact him. Agents typical response is that is the way it is, and it cannot be change, and that is the way it is. Also, there are issues with the phone system, one number that I reached said they are only open 07:00 am to 06:30 pm. The agent would have manager speak with me *****************

  Business response

  01/26/2022

  Hello ***,

  We are sorry for your negative experience. We have passed your message and contact information along and someone from our Member Advocate team will be reaching out directly to help resolve this issue. Thank you for reaching out.

• Initial Complaint

  01/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  As of 1/1/22 I am w/o Health-Life Benefits for 1st time in 40+ yrs. 12/15/21 realized I hadnt rcvd 2022 Health&Life Enrollment Guide. No idea Lumen H&L chgd Administrators: Alight to Businessolver; NO info was provided me via email or ***** as in past yrs. If NO resp from me, I shld have been auto enrolled in plan comparable to 2021 plan. I learned of Businessolver for the 1st time, via the online guide. BenefitSolver-Sign OnAttempts to Register FAILED contact BusSolvr @ ************ // Steps to resolve: 1) 12/15/21 spk to *******@BS, sez My Info not rcvd from Alight, supv will reach out to Alight & all will b set right 2) 12/22/21 spk to Jordan@BS, my info still nonexistent. Cant find Zacks notes, she opened Case#********* // Blame points to Alight, so I reached out to them 3) 12/23/21 cld Alight H&L SvcCntr ************, spk to ********; Im in their sys. Tkt# HLM23122133611 _why info not trnsfrd to BS. 5h later, ******** cld back; compl trnsfr of ALL My Info to BS 4) 12/23/21 spk to ******@BS, update w/Alights Tkt info. Sez dont worry well straighten this out 5) 12/29/21 spk to *********@BS, sez BS will reach out aftr Ive been vfyd as legit, sez this is a big conversion so b patient 6) 1/4/22 spk to *******@BS, case escalated w/processors to vfy me. Asked to spk to his supv; sez NO I need to wait till BS reaches out to me 7) 1/5/22 spk to Razzia @LumenPension ************ vfyd I hadnt been remvd from their sys too; assured me she has all my ************* understand why H&L doesnt 8) 1/12/22 spk to Kellen@BS, notes state process team still working on case, will reach out when resolved 9) 1/18/22 called BusSolvr ************ hold for agent; aftr 3+hr holdg, I press 1 for call-back..1/19 still no CB rcvd // Im at My **** End! //Name, SSN, DOB, ZipC, Hire&Retire dates given on calls. Hire MountainBell 10/7/1981, Retire CenturyLink 10/8/2011; Lumen acq CenturyLink. Retired 10+ yrs. Last work addr: ****************************************************

  Business response

  01/19/2022

  ******, we apologize for any inconvenience this has caused and want to make it right. We have passed along your inquiry and our member advocate team is wondering if the account you're referring to could be in another name? 

  Customer response

  01/20/2022

   
  Complaint: ********
  
  I am rejecting this response because: My account would not be in any other name; I am the Primary on the account, name: ****************************
  
  Sincerely,
  
  *************************

  Business response

  06/27/2023

  Hi ******, We believe your experience to be resolved and ensuring you are on the right coverage. That said, if you have any additional questions, please continue to contact us at ************. We know **** has recently supported your questions and resolved those as well. We are here for you when you need us.

*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. ↩