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:03/12/2025

  Type:Billing 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.

  On January 5th, 2025, my husband received dental treatment for an extraction, bone graft, and implant. I used our FSA card for this transaction, as it was medically necessary treatment, and therefore covered by our FSA. Because not all of the treatment was covered by dental benefits, we used our FSA. P&A group requested additional information, and I provided the itemized receipt as well as treatment plan to P&A group on February 19th, 2025. P&A group also asked for information from our dental coverage, and I provided this to them as well on February 26th, 2025. On March 6th, 2025, P&A group stated that part of the transaction was ineligible, and that we would be required to refund them 998.48. I called P&A Group and spoke to a customer service representative for 40 minutes, but she was unable to explain to me why P&A Group would deny coverage for medically necessary treatment, as our plan states this is always covered. In addition, she referred me to customer service email. I have been in communication with P&A Group customer service email since March 6th, 2025. I asked specifically for P&A's documentation regarding requiring insurance paperwork, and what is required from P&A in detail in order to approve claims. I also asked where this information is available for P&A group customers. The customer service rep has not answered this question, nor has she been able to explain to me why P&A Group would deny a claim for medically necessary treatment. My next step will be to reach out to my employer to let them know that P&A Group is defrauding their customers.

  Business Response

  Date: 03/25/2025

  Dear BBB,

  Thank you for allowing us the opportunity to respond to this complaint.  We truly appreciate it.  The requested items were sent to the participant prior to receiving this complaint. We are working with the participant and reviewing the required documents as they are being provided to us.  A determination will be made once the EOB is received.  Thank you.

  Customer Answer

  Date: 03/26/2025

  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.  P&A Group has done the right thing and approved the transaction as of 3/25/25. Regards, ****** ****** 

• Initial Complaint

  Date:02/04/2025

  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 had to resign from my previous work due to my husband's illness, and I am a sole caregiver. I got COBRA with P & A Group, and I have active COBRA account with this group as of 10/12/24. I have contacted them numerous times in order to get my coverage at ****** ***, and they told me each time that they have sent my information to ****** **** However, ****** *** side does not show my active membership, all the while P & A group has been charging me over $800 a month for now 4 months. I even got a phone number of ****** *** COBRA department phone number and asked P & A to cal them, but P & A told me that they cannot call. I refuse to pay out of pocket for medical appointments and deal with ****** *** and P & A Group, not knowing if I will even get them reimbursed. I am not able to fill my important prescription medications.

  Business Response

  Date: 02/12/2025

  Dear BBB,Thank you for the opportunity to research this concern and for your patience.  We were able to loop in other contacts at the carrier and with the help of the employer, we can confirm the coverage is in place.  If this is not satisfactory, please let us know what further we can do.  Thank you, P&A Group

  Customer Answer

  Date: 02/13/2025

  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.  Regards, ******* ****

• Initial Complaint

  Date:02/01/2025

  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 submitted a claim for my FSA Dependent Care account for the amount of 1498.00 (service date 9/2024 -12/2024) with claim number *******. I received an email stating the claim was denied due to "This item or service is ineligible." The document submitted is an invoice clearly stating service dates for "after school" for my daughter, ***** ****** I submitted invoices in the same format for " after school" for years and never had a denial or issue. I ask that you thoroughly investigate so I receive my funds in a timely matter. This is unbelievable as I've never had issues with claims submitted for after school for my daughter, this is a first and time consuming to appeal. After-school is eligible for FSA dependent care.

  Business Response

  Date: 02/05/2025

  Thank you for the opportunity to respond to your complaint.  When the claim was submitted, it was escalated and reviewed by the manager of the department, because the invoice stated, “Homework Club.”  The website was reviewed to see what services they offered.  No where did the site refer to childcare.  Tutoring is not an eligible expense from a Dependent Care Account.  It may be eligible under an FSA account with a Letter of Medical Necessity with a diagnosed learning disability.  The provider's website does not list childcare as a service. If the participant can provide additional information, we are happy to review it.  Thank you,P&A Group

• Initial Complaint

  Date:01/21/2025

  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.

  Good Morning. I claimed the request form on 01/06/25 and I checked in my account in website on 01/13/25. I saw my documents. The next day, 01/14/25, my documents are disappeared in my account in their website. I started asking and they said that 1 or 2 business days, they will make the decision to it. 01/17/25, I have never got anything about what is going on? I called them back and they said they could not find and I requested them to check deep dive. They told me that my request is denied (not eligible) but never told me why? If I resubmit again with the word changes in invoice (I can request the word to the service providers), it may be eligible or it may not be eligible again. There was no solid answer for it even though, before I signed up, they were saying that the word afterschool is the key to get the money back. Anyway, I upload the same documents again in their website and I expected to have the same result but I would like to complaint because I have already spent so much time with customer service for my own money back. This is the employer pre-tax dependent care program that I put $3000 for my son afterschool program. After I put $3000 for pre-tax amount in 2024, I have two invoices of afterschool programs (stated differently in the invoices because people write differently) and P&A group is not willing to pay me back $3000 that I am trying to save money in income taxes only. If I know that very difficult to get my $3000 back, I would not put in that program. They said that whatever I provided the receipts, (it can be called invoices, statements) and it said in-eligible. This is truly afterschool program. I feel like this is based on the P&A group evaluator's decision that if he/she feels eligible, it will be eligible. If he/she is feels not eligible, it will be in-eligible. My P&A group Member ID: ******. Attached is my invoice of Monday-Friday Afterschool program and another one is Tuesday only afterschool program of extra learning.

  Business Response

  Date: 01/23/2025

  Thank you for allowing us to research this complaint.  The desired settlement has been resolved.  The claim was reviewed and paid out.  Thank you.

  Customer Answer

  Date: 01/24/2025

  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, "BBB". They gave me $3000 back and Thanks to BBB. With BBB, they do care about my claim. When I contacted myself, they didn't care about me and never get responded. Thanks a lot "BBB".  Regards, **** **

• Initial Complaint

  Date:09/09/2024

  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.

  P & A Group has numerous complaints of not accepting claims related to FSA or HSA accounts, even though all required information has been provided. Most recently, they are refusing to provided original copies of denied claims with all original attachments provided. Right now, they are holding $1000 of my money hostage when they have approved smaller claims using the same receipts from the same child care facility (A government facility) in previous claims. They seem to be holding this money hostage in an attempt to keep it as the account is closed, but the original claim was submitted before the closing date. If you review the Google reviews, you will find a very similar complaint that was posted just hours before mine. Lots of complaints about the exact same issues. It almost appears as though they are scamming hard-working people out of their own money by declining claims. This has to be looked into.

  Business Response

  Date: 09/10/2024

  Thank you very much for allowing P&A Group to look into this issue.  The claim was properly denied because it does not contain start and end dates of service on the receipt.  Please see below from our website on how to file a claim.  Once the claim is resubmitted with the dates of service, we will process it accordingly.  Thank you.Checklist: What You Need to Include with Your Dependent Care FSA Claim Dependent Care claims must include the following documentation:Completed claim form with employee signature Invoice/receipt from service provider* (see below)If an invoice/receipt from your provider is unavailable or does not include all the info below, ask your provider to sign your claim form in the provider signature box. The claim form must include service start and end dates. The provider-signed claim form will be accepted in lieu of an invoice/receipt. To access your claim form, log into your P&A Group account and select Claim Form under Quick Links.*Your itemized invoice/receipt from your service provider must include:Service start/end dates Provider name Service description Amount

• Initial Complaint

  Date:08/02/2024

  Type:Billing 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 submitted claims for acne peels and acne laser treatment for reimbursement using my flexible spending account. After the initial denial, I submitted the required letter of medical necessity from my doctor. The claims are still denied indicating a cosmetic procedure and a non-covered expense. These are treatments for acne - the medical necessity letter indicates that. Last year, I sent a medical necessity letter and the treatments were still denied. I made numerous phone calls and never received reimbursement (even though I was told verbally that the laser treatments would be covered). I spoke to a supervisor and she confirmed that the claims processor does not have medical training and is not a medical professional. This year, I was given an option to pursue an appeal but I've already submitted the letter of medical necessity. If a doctor indicates the treatment is not cosmetic, how can this be denied as cosmetic? How can a processing firm employee (without medical training or a medical license) overrule a statement from a medical doctor? I have received acne peels and acne laser treatments from this provider for approximately five years and I've never had a problem with these being covered (when my employer used a different flexible spending processing firm). How can one flexible spending processing firm reimburse the claimant and the other claim it's not covered? I am requesting full reimbursement using my flexible spending account for these medical expenses.

  Business Response

  Date: 08/16/2024

  Dear BBB,

  Thank you for the opportunity to respond to this complaint. We are very sorry for the participant's frustration. The claim, receipt, and LOMN have been carefully reviewed, and the services provided are not covered under 213(d) eligible expenses. They are deemed cosmetic in nature. The LOMN does not contain a referring physician, physician license number, or signature. 

  Thank you,
  P&A Group Reimbursement Account Services

   

• Initial Complaint

  Date:07/17/2024

  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 opened an FSA account through P&A (sadly). I have had nothing but issues since I have opened this account, though primarily they make it incredibly difficult to solve any issues you may have. I used my FSA card to pay medical bills, though was told only 1 of my bills was declined. I attempted to fight this with further documentation but was unsuccessful. Thus, was told my options are: submit offsetting claims, have my medical office issue a refund or I could personally send a money order/check. I was recommended by P&A staff to use the "easiest and quickest" option and have a refund issued (of note, there is no way to deposit directly into the account to "pay back" the declined claim). The problem is, the customer service rep I spoke with originally did not mention that you are required to call P&A WHILE on the phone with billing staff to have your account unlocked PRIOR to a refund being issued. This was not mentioned once. My medical office issued the refund, though as my P&A account was "temporarily inactive", the refund ($1091.04) is lost. So now I'm attempting to get my account unlocked, though P&A have no evidence that a refund was placed, while my medical office has "refund complete" on their end, and are unable to provide an additional refund. This accidental omission of information has lead to hours of frustrating calls and messages in attempt to get my funds unlocked. I now am unable to use my account at all and due to it being an FSA, can not halt contributions or pull my money from this account. I do NOT recommend P&A as they are wholly unable to solve issues they create.

  Business Response

  Date: 07/22/2024

  Thank you for the opportunity to review this concern and for your patience.  We apologize for any frustration that the participant experienced.  After research, we can confirm that the refund posted on 7/21/2024; our records show the transactions have been approved 7/22/2024. The account and card are no longer suspended, and the funds has been added to the available balance. We believe this is resolved.  

• Initial Complaint

  Date:07/11/2024

  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 started working for the Town of **** in North Carolina on 6/17/24. The town offers "Lifestyle" reimbursements through P&A Group each fiscal year for health and wellness related charges or expenses such as exercise equipment, gym memberships, etc. For our town, the new FY starts on 7/01/24. However the reimbursement funds for 2023 to 2024 are supposed to be available to me as of day one on my date of hire since I started in the previous FY. So I make purchases that fall under the Lifestyle reimbursement for the previous FY, I get verification from P&A Group reps and my HR Dept that the funds for the 23 / 24 FY should be available in my account. But they aren't. I am running out of time to submit my receipts for these claims and at this point I am certain this is purposeful because I have called P&A Group 4 times with promises from their customer service reps that they are reaching out to some claims plan administrator for my town. However when I verify this with my employer they don't know who P&A Group is talking about and neither do I. I am tired of getting the run-around from P&A Group. I made valid Lifestyle account purchases with the promise of reimbursement and still no funds have been made available to my account for the previous FY for which I was employed during. I feel like P & A Group is trying to run the clock down so that they can claim I am out of time and can no longer submit my receipts.

  Business Response

  Date: 07/12/2024

  Thank you for allowing us the opportunity to respond and we're sorry for the inconvenience you experienced while we worked with our client to review this account.  The plan is now available to submit claims for review.  Thank you,

  Business Response

  Date: 07/22/2024

  Thank you for your patience while this was being reviewed and for the opportunity to follow up on the participant's concerns.  The claim was approved and is currently pending payment. Lifestyle account claims are released based off of a custom reimbursement schedule that the employer sends us at the time of the enrollment. The next “advise to pay” file is scheduled for 7/26/2024. On this date the file will be provided to the employer and the funds will be applied to their paycheck shortly after.  Thank you.

  Customer Answer

  Date: 07/31/2024

  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 in the event my funds actually reach my paycheck. I am willing to wait and see but if my money isnt there and these games continue when I receive my next paycheck you can expect more responses. You had the eligibility requirements prior for my purchases, you had my hire dates, and your rep even said that usually during the first round these claims are denied. Why put people through this hoping they wont pursue their due reimbursements?
  
  **** ******
  
  
  
  
  

• Initial Complaint

  Date:02/16/2024

  Type:Customer Service 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.

  Used HSA card to pay for medically necessary progesterone medication on 12/21/23. Received email from P & A questioning transaction. Attempted to call their customer service number every day for a week but on hold for almost an hour every time. Finally spoke with extremely rude customer service rep who told me to upload receipt from pharmacy. Did that and later received another email saying this was insufficient documentation. My doctor's office wrote a letter explaining medical necessity. Uploaded that which was initially accepted. Today received another email telling me the transaction was ineligible, my card has been suspended (even though that's my money on it), and threatening to contact my employer to have the amount returned through payroll deductions and to contact the IRS, in other words treating me like some kind of criminal for charging my medically necessary hormone on their card (even though it's my money). Plus, even if I want to pay that $99 back to them, the only options are to send a check (I don't even have checks - it's 2024) or to contact their (extremely rude) customer service reps, sit on hold for who knows how long, in order to pay via ACH. This is the first year I've used the HSA benefit available through my employer, but based on this company, it will be my last.

  Business Response

  Date: 02/20/2024

  Dear BBB, Thank you for allowing us to respond to this complaint.  Thank you for taking the time to write to us regarding your experience with P&A Group’s administration of debit card documentation.   We are very sorry for the frustration and inconvenience you have experienced.  The IRS requires FSA plan claims to be substantiated by an independent third party. As your employer’s Third-Party Administrator (TPA), P&A Group is required to administer the Plan following certain established guidelines. Part of the guidelines references that P&A will substantiate the eligibility of expenses paid by use of an electronic payment card.  We received the LOMN from the provider and now have it on file.  We were able to approve that charge.  In the future, if a request is made, we will require a detailed receipt, not a credit card receipt, to avoid this issue in the future. Thank you. 

• Initial Complaint

  Date:02/10/2024

  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.

  My dependent FSA account on P&A group's website lists a deadline of 3/31/24 to submit claims. I attached a timestamped screenshot from today to show this. After they started denying claims, I chatted with them. They admitted via chat that this date is not correct, and that I actually only had 60 days from departing my employer to submit claims. They didn't update the deadline to reflect this. Because the incorrect deadline is listed, and is still listed, on their website. It caused me to believe I still had time left to submit claims. This is their mistake. I contacted my employer about the 60 day rule, and they have no receipt or evidence that I was ever notified of it. It is in none of the benefit brochures. It is nowhere on the P&A website. I only have the 3/31/24 date on P&A groups website to go by. I need P&A to process the claims per the expiration date they have currently listed.

  Business Response

  Date: 02/13/2024

  Dear BBB, Thank you for the opportunity to respond to this complaint.  The plan is governed by a Plan Document. A Summary Plan Description, or SPD, is available for all plan participants.  Please refer to the SPD. This has always been a rule with the employer. All claims need to be submitted within 60 days after termination.  A Notice of Adverse Determination letter has been mailed to the participant.  The second page of the letter provides instructions on how to make a formal appeal for the claim denial.  Thank you. 

  Customer Answer

  Date: 02/13/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  It is very telling that the business did not attach any kind of Summary Plan Document. I have backup documentation on my complaint, they do not. They are incorrect in saying that it mentions a 60 day rule. I have attached it here as proof. It mentions nothing about 60 days to use up benefits. If they have a document that shows this, I would like to see it. The bottom line is that if they knew of an earlier expiration date, it is gross mismanagement of my benefits that the business did not update the expiration date to submit claims on their website to the correct one. By providing the 3/31/24 date, which is still listed, it leads me to believe I still have time to submit claims. I have nothing else to go by as the FSA brochure does not mention this rule.  Regards,***** ******

  Business Response

  Date: 02/15/2024

  Dear BBB, The SPD is attached for review.  This is available to all participants.  Thank you.

  Customer Answer

  Date: 02/20/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. The Employee Retirement Income Security Act (ERISA) requires the SPD to be proactively provided, not just be "made available". The Department of Labor is very clear that placing it on an internal website or posting it in a breakroom does not meet the requirement. I have asked ******** ******** to provide the date, time, and method that this document was provided, and they have not. P&A was not able to produce the document when I chatted with them previously, they only did so after the BBB complaint was initiated. P&A had possession of the document, and knew final date to submit claims, but did not act proactively to update that information on the login page. It still shows until the end of March, 2024 to so submit claims, which is an incorrect date. By not updating to the correct date, of which they admit they were aware, they were willfully negligent in their duty as the FSA provider. All options are being considered to recover these mishandled funds, including a complaint with the Department of Labor.  ***** ******

  Business Response

  Date: 02/27/2024

   Thank you for the opportunity to respond, as we did review the claims with the respondent's former employer.  The employer confirmed they would allow for the claims to be processed past the termination run out period as long as the participant submitted valid expenses. Upon further review of the claims submitted, it was identified that the claims were for ineligible items under the account guidelines. Enrichment classes and programs are not a valid expense for this account type. Thank you, P&A Group 

  Customer Answer

  Date: 02/27/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Your reply states that programs are not a valid expense. This contradicts your own brochure (I attached the page), which specifically lists after-school programs are an eligible expense. In fact, I have had no trouble receiving reimbursement for these programs in previous years. There may be some confusion if P&A thought these were daytime programs held during school hours. They were not, these were specifically after school programs.  I am glad to see that ******** and P&A are allowing claims past the runout. Since this is being allowed, I am submitting claims today for the after school programs specificalily, the purpose of which was to provide care for the child while both parents were working, which is allowed.  I am keeping the BBB complaint unresolved until these new claims are properly reviewed, under the terms listed in the P&A brochure (attached). Please ensure they were reviewed by someone with knowledge of this case, so they aren't denied for the runout period reason.   Regards,  ***** ******

  Business Response

  Date: 03/11/2024

  Thank you again.  The submitted claims were reviewed and processed/paid out.  We believe this resolves the inquiry.

  Customer Answer

  Date: 03/12/2024

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