ComplaintsforNational Benefit Services, LLC
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In early May, 2024 I left my position with the ************************ and notified National Benefits Service that I wanted to cash in my retirement plan with them. I submitted all paperwork and was told at one time the claim was on hold but the representative could find no reason for it. I was told the claim would be expedited and sent to a National ********** for payment. I have been in contact with NBS for several months only to be getting the runaround. I was told payment would be issued end of July; then told middle of August but I have not received a ***** from my retirement fund.Business response
08/22/2024
Thank you for bringing this complaint to our attention. We take all customer concerns seriously and are committed to resolving this matter promptly.
We understand that the participant is frustrated with the delay in processing her retirement plan claim. We apologize for any inconvenience this may have caused.
To provide context, the participant submitted her retirement plan claim on May 6, 2024. Our records indicate that the claim was filed incorrectly (she selected rollover instead of to be paid directly). On July 7, 2024, the participant notified us that she has not received her check, and we connected with the insurance company, who issues the check. The request was expedited, and the participant should have her check in 7-10 business days.
We will continue to follow up with the insurance company to ensure that the claim is processed efficiently. We will also be in regular contact with the participant to provide updates on the status of her claim.
Thank you for your patience and understanding.Initial Complaint
12/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
As of today, 12/04/23 I have asked for a separation of services with a prior balance of $700 and a current balance of $1,691 making a total of $2,391. I never received the form to complete after making the request. When I called back, the rude customer service individual acted as if I had done something wrong to her. This company is a rip-off. When I asked about ending this, the supervisor (Paige) informed me that I couldn't just end it. She informed me that I would have to submit documentation of a major life change to end them taking my money. She said that since this is tax free money, THEY have to make sure it is being used for medical concerns only. When I asked who would be responsible for the issues with the IRS if it is not (me or them) she quickly said "well you." I then replied, "since I would be responsible, let me deal with that and give me my money." I don't know why this company has not been looked at and shut down. She told me that if I went to the store and purchase OTC medicine, I could submit a reimbursement for that. RIDICULOUS! Request a reimbursement of my own money?????Initial Complaint
03/07/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
In January 2022, I opened an FSA account with an annual contribution of $2850, which came out to be $118.75 per pay period. On April 20, 2022, I put in a claim of $2,750 for a surgical procedure. I was laid off on June 17, 2022. On July 15, 2022, my company put the last deposit into my FSA account, at which point I had contributed $1425.00 in total. On July 15th, I had a balance of $4.53 in the FSA account so there was no further action to take. I continued to receive notices from FSA Store for end of year purchases, so as the year end approached, I logged into my account and discovered a balance of $2,022.43. I knew this balance was incorrect because I had only contributed $1425. I then saw that on August 16, 2022, a credit of $2,017.90 from the April surgery was credited to my FSA account. I therefore tried to make a purchase on my account, but the card was declined. That’s when I reached out to NBS customer service and told them my balance was incorrect and that my card was not working. They informed me that my balance was correct, and that my card was deactivated upon my termination date and that I had to submit any claims by July 30, 2022, and therefore my funds were forfeited. As you will see from the correspondence attached, NBS continued to say the balance was correct and there was nothing they could do. I think you will see that based on the timeline and information they gave me there was absolutely no way I could have ever accessed these funds. I was locked out of my account on Dec. 30, 2022, but previously had downloaded the attached file showing my running balance. I think you will see that the correct balance should be $597.43. I am therefore requesting a refund for that amount.Initial Complaint
01/30/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
National Benefits Services moved my $22,000 HSA account, upon me separating from my employer, with no notice, no ability to access my funds, and the only way I knew about the move was due to me checking my account balance and seeing a $0.00 balance. After calling them, they provided me a set of instructions to access the account that also failed due to me already being registered with NBS. Essentially, it won't let me create a second account, which should be inherent due to the nature of my account moving. There is also no transaction history in my open account for moving funds. How is that not fradulent? Request prompt response and resolution to ticket ****** that was opened with NBS. NBS also needs to changed their internal processes and reach out to their customers before moving their well earned, and saved, money.Initial Complaint
10/17/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
NBS is 3rd party administrator to my 401K plan. On 8-18-22 I submitted a form for disbursement of funds and my benefits/insurance company immediately signed off and sent to NBS for final signatures and funds. It is now 10-17-22 and I still don’t have a dime! Myself and my benefits/insurance company have contacted them COUNTLESS times now. They can’t get their story straight. Sometimes I “don’t exist in their system”. Sometimes they are “waiting on a final signature”. Sometimes the “email address that my insurance company sent it to is no longer active”. My insurance/benefits company has 3 different numbers for them and they have difficulty getting through to them. The one time that I actually got through to someone the person was so rude right from the get go (and no, I wasn’t rude as one might think, I believe in hearing everyone’s side). The rep literally gave one word answers! I was flabbergasted…I couldn’t hold a conversation because of the responses I was (or actually wasn’t!) getting. So here I am, 60 days later without MY money. About a week and a half ago my benefits company suggested I file the disbursement form again, so I did. Funds should have been received today, the 7th business day and nothing. Here we go again. My insurance company spoke with them again and guess what? They are waiting on a final signature!! My insurance company is going to get their investigative team involved at this point because NBS is not moving forward. Someone needs to hold this company accountable!! I’ll be looking into anything else I might be able to do to get them to stop holding my money hostage. Side note - because of extreme market fluctuations, my account balance is almost $2k less than when I started this process!! I feel robbed. Had they deposited my money in the 5-7 business days that they were supposed to my balance would look a lot different! And I see from other reviews and complaints that they like to argue. Go figure, the only time they aren’t silent!Initial Complaint
04/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On 04/05/2022, I used my FSA account Master card to pay the co-pays during a dental visit where I had a root canal. The card is issued by National Benefits Services, LLC (NBS),which administers my employer FSA account. The cost put on the card was $374.00. The card swipe was at a Dental Office would should be sufficient for NBS since dental services are medical in nature. NBS sent me an email the next day stating that they needed documentation from the place of purchase including an Explanation of procedure done, Date of Service, and amount paid. I provided NBS with the dental invoice with all of those things. Again NBS said the documentation I provided was insufficient. I provided another receipt and still the same response. I have now provided 3 receipts one even showing that the card swipe was at a dental office. What did they think I purchased a pound of ground beef! NBS in controlling my hard earned money and stopping me from using it due to their untrained call center and claims reps. One call center person even told me that the Claims Department didn't have a phone!
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
9 total complaints in the last 3 years.
4 complaints closed in the last 12 months.