Business ProfileforBenefit Plans Administrative Services, Inc.

I have an HSFA and a VEBA HRA account with Benefit Plans Administrative Services, Inc. On 5/16/2022 my card was declined at an eye doctor's ******* When I looked on my phone app and again online it said my card was suspended but there was no reason why. I couldn't find any money owed or any receipts for transactions needed so I called on that same day to find out why. The person I spoke with said that a transaction from 2/23/2019 had been declined and that I would need to pay it back via check in the mail before they would activate my cards again. I asked if they could please send me a **** or documentation stating why I owes money and how much and they said no. They said they sent a request for a receipt for the transaction in 2019 (which i sent them) and then on 6/6/2020 they sent me an email stating they were denying the payment and would have to repay them. I asked for a copy of the letter and they said they could not provide me with it because they deleted to due to it being 2+ years old. They said I could find a record of all correspondence on my online account. I found a letter from 06/06/2020 but could not open it because it was deleted. I have called three times asking for written documentation of the charge and how much, I spoke with a supervisor one of the times and each time they stated they could not provide me with anything saying I owe them money and how much because all records of this charge had been deleted. As a resolution I would just like a written explanation of the money I owe, how much and how I can pay it for my own records. All of the records on my end of things say my account is fine. If I can't be supplied with some kind of **** I feel the charge should be dropped and my card reactivated.