ComplaintsforBenefit Resource LLC

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an HSA account with BRI through my former employer. I've since left that employer, and need to transfer funds from BRI to another account. I have tried to email and call BRI multiple times. I've spent 4+ hours on hold with BRI trying to get information about how to transfer funds. An automated system has told me that I would receive a call back - I never have. I cannot get through to anyone. And email responses are unhelpful. I have a deadline to transfer the funds, and I need to meet that deadline.

  Business response

  04/19/2024

  Tania, I have had my leadership team call you but we have been unable to reach you. Can you please call us back or email me at *********************************? I would be more than happy to get this resolved asap. Thanks Kyle P****** Sr Member Services Manager 

• Initial Complaint

  04/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This business is an administrator for COBRA benefits. I was terminated from my job in March and my health insurance expired at the end of the month. My former company agreed to make the COBRA payments to cover April and May to keep our insurance coverage. I contacted Benefits Resource (BRI) on April 3rd to advise them I was electing COBRA coverage by logging into my account and selecting this option. I have used COBRA in the past and it usually takes only a few days for the health insurance company to reinstate coverage once they receive payment. In this case the payment has to come from BRI. However, BRI is refusing to pay the insurance company, even though they've confirmed they have the funds from my former employer. They're indicating they will wait 7 to 14 days from the election date to make the payment because they need to "make sure they are transmitting the correct information to the insurance company". What information? The insurance company has all my information. They only need the funds from BRI. And why would this take 14 days? BRI was able to immediately generate a confirmation letter with payment vouchers to continue my coverage past May, but can't transmit my "information" to the insurance company for 14 days? This is utter nonsense. It's clear to me that BRI is sitting on the funds to benefit themselves. I've called them three times and they've indicated they will "expedite" my case, but nothing has happened. In the meantime, this is creating a major hardship for us. We can't to go to the doctor and can't get our prescriptions filled. My daughter needs her medication to maintain her mental health. She will soon run out without refills and I'm concerned she will need to be hospitalized again without her medicine. This is an urgent problem. We are asking that BRI stop stalling and make the payments immediately. This is their responsibility and they are refusing to honor their obligations.

  Customer response

  05/02/2024

  Benefit Resources did eventually contact my health insurance company 3 times to provide the information to activate my health insurance.  This issue is resolved. Regards, **** ********

• Initial Complaint

  04/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I used my debit card to pay the $385.10 because my flex spending account was locked because they didn't appove of one of my receipts. They told me amounts don't match so they sent me a $62 dollar check. I want the rest of my money back. If I wanted to use my debit card I wouldn't have opened the flex spending account. Thank you.

  Business response

  04/22/2024

  Mr *****, Firstly I wanted to apologize for the difficulty you have experienced with your medical account administered by BRI. Upon investigation it looks like you submitted a claim for $385.10 but you only submitted documentation for $62 to be paid out. Please submit documentation for the remainder of this claim to be paid. Thanks so much Kyle P****** Sr PSD Manager 

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I attempted to use my BRI Card for over-the-counter medication on 04.02.24 at CVS. The transaction was denied and I had to pay out of pocket. I subsequently submitted my receipt for reimbursement. I followed up two days later and was informed the reimbursement was denied because it was submitted outside of the plan period. I contacted BRI and was informed my account was closed, the customer service rep inquired if I had been terminated, or changed positions. I informed the rep had not been terminated and was still employed with the employer I had signed up with BRI through. I was then informed they would contact my current employer to confirm. I was also informed I would not be able to purchase over-the-counter items with the BRI Card at my local pharmacy as BRI is not connected to do so. I would only be able to purchase items via ****** or the FSA Store. Which is unacceptable in situations of emergency. If I do purchase OTC, I would have to pay out of pocket and submit for reimbursement. My current Medical FSA plan is 01/01/2024 - 12/31/2024 with currently $2,375.82 on the card and I have to until 03/31/2025 to submit claims.

  Business response

  04/25/2024

  After further review of the account, we show that the Employer closed the account for the medical on 4/1/24.

  We did advise.MR ********.to reach back out to his Employer. 

  Customer response

  04/26/2024

  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. 
  
  Regards,
  
  ******** ********
  
  
  
  
  

• Initial Complaint

  04/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have an FSA account, I went to the dentist on 10/24/23 and paid $73.00 for services using my FSA debit card. BRI requested that I send them proof of the services that I have paid. I submitted a copy of the receipt and the claim was declined because they claimed they need a copy of the invoice from my dentist. I have submitted the invoice from my dentist 4 times and each time the claim has been denied. I have attempted to contact BRI numerous times by chat and also via telephone to no avail. In the mean time my debit card has been suspended because they claim that I need to provide proof of the services provided on 10/24/23. I was also unable to use the debit card to pay for medical services for my balances for 2023. At this point I think this company is not looking out for the employees but for the employers as the funds not used go back to my company. This has been a nightmare and every time I try to speak to someone about the claim I have to be ready to wait on hold for 45 mins or more. On 04/04/24 and 04/05/24 I have been trying to get a hold of someone via chat and the message and this is the message I am getting :Please be aware that the option to chat with a live agent is currently not available due to technical difficulties. Chat Support's normal business hours are between 8am and 5pm ET and Phone Support is available 8am to 8pm ET, Monday through Friday. We are working to resolve this issue ASAP! In the meantime... This is unacceptable, people should be able to speak to a representative either via chat or on the phone. I guess they are too busy working or may I say not working from home.

  Business response

  04/23/2024

  After the investigation we can confirm that ******* ******* was contacted from one of our Agents on 4/5/24 and a voicemail was left with the Agents contact information, but we never received a response back.

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Approximately every 45-90 days BRI changes my address to an address that I have not lived at for over 6 years. This address change locks me out of my account and prohibits from using my transit benefits. Despite calling them or changing the address myself it changes back. I am then forced to pay for transit out of pocket and BRI refuses to reimburse me. To further complicate things on 2/28/24 my address was correct but BRI declined all my charges only to find out they are looking for a zip code that I have never lived at. I am being penalized for an error on their part. I have two cases with them ******** and ********. I am seeking the following 1) an explanation on why my address keeps changing 2) assurances that my address will no longer change. Ideally I would like some sort of lock placed on the account preventing an address change without physical proof of the address and 3) a refund for my out of pocket expenses.

  Business response

  04/04/2024

  ******, firstly i wanted to apologies for the issues you have been experiencing with your account administered by BRI. I had a member of leadership contact you yesterday to get this resolved as quickly as possible. Unfortunately, BRI cannot control client files and information is updated based on information sent from your employer. Refunds cannot be issued per IRS regulations.  Thanks so much Kyle P****** PSD Sr Manager 

  Customer response

  04/04/2024

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

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is being placed here because I have exhausted all efforts to contact this curse of a benefit resource handler and I'm simply just angry. So I had this as a company that handled an hsa I had through a previous employer. I left them on the last day of the year that was workable in 2023. Shortly thereafter, I received a notice from them stating that I still could keep it active and because I'm no longer employed by my previous company that the maintenence fee was no longer paid by them and I would start getting charged a monthly maintenance fee. I immediately called after receiving the notice and sat on the phone for about a half hour before being forced to leave a call back number. They never called, never followed up. The automated service even asked me for best time for a call back & never did. This is the story for the next couple of months and I no longer can log in. I'm simply trying to figure out if it's active or not & if it is I want to close it. I've also sent about 6 emails, I get an automatic reply, but they never answer the email. Honestly the least accountable & most rediculous company I've ever dealt with. My previous employer was cheap as hell and I'm completely unsurprised that their obnoxious nature is still haunting me through an equally obnoxious company that they hired. Just freaking handle my account already!

  Business response

  03/20/2024

  ******, Firstly I wanted to apologize for the experience you have had with your HSA administered by BRI. Upon investigation I do see that we have responded to several emails you have sent but we have never got a reply. I can provide these to you if you would like. Normally these accounts would need to be closed directly with your vendor. However your account had its final withdrawal taken this month and will close in April. Please let me know if you have any further questions or concerns. Thanks Kyle P****** PSD Sr Manager 

  Customer response

  03/20/2024

  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. 
  
  Regards,
  
  ****** *******
  
  
  
  
  

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Benefit Resource LLC handled my former employers medical savings. When I left employment with that company last year Benefit Resource turned off my debit card used to access the money I have contributed. The end of last year I started calling them to get my card turned on. I would always need to leave a message and some times they would call me back. When someone called back I would be told I was getting a new card in approximately two weeks. After being told that several times I managed to reach Joy in leadership, Feb 05, who told me my account was wrong. I received notice my account had been changed and on Feb 12 I spoke with Nichole who said I should receive a card in about two weeks. After still no debit card, this morning, Mar 08 I spoke with Ian who sent me through to voice mail again. At this point they haven't called me back yet. I have also attempted to reach them and get a debit card by email and through ******** to no avail. It really seems as if their policy is if they ignore me long enough maybe I'll just leave my money

  Business response

  03/25/2024

  Mr ********, Upon investigation into your account the card was shipped on 2/13 and was activated by you on 2/19. Please let me know if you need any additional assistance. Thank you Kyle P****** PSD Sr Manager 

  Customer response

  03/25/2024

  Better Business Bureau:
  The response provided was incorrect. I did not receive my card in February. I did receive the card and activate it 3/23. 

  Regards,
  

  
  ******* ********
  
  
  
  

  
  

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an FSA account with this company. I have had multiple eligible transactions declined. When I have tried to contact the company for clarification, I have not been able to get in contact. I have been attempting to contact them since Tuesday (it is now Friday). Despite emails, live chats, and "call back" ques, I have only been contacted once. I was not able to answer the call back at that time and was placed back at the start of the "que" when I returned the call (despite being told I would go to the priority line). At this point, I feel the company is purposefully withholding funds which is preventing access to medical care.

  Business response

  03/25/2024

  Good Afternoon ******, I had one of our leaders call you directly earlier today but we got your voicemail. In the voicemail we left a direct extension to provide you with a quick resolution. Thanks so much Kyle Parsons PSD Sr Manager 

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BRI company administers my medical FSA. One of the receipts I submitted was declined. I tried calling but couldn't speak to an actual human or would be forwarded to another person only have the call be disconnected. I tried to cancel the receipt but there was no way to either online or through the app. Now my card card stopped working and now gets declined every time a healthcare provider tries to use it and my access to my online account was shut down. I have spent hours on the phone and online trying to reach someone to resolve this issue, only to be rerouted, disconnected, or left on hold for over an hour. I have put off medical treatment because of this issue. I would like to use my own money towards medical appointments.

  Business response

  04/04/2024

  BBB, Member was contacted and issue has been resolved. Thanks Kyle P****** PSD Sr Manager 

*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. ↩