ComplaintsforNavia Benefit Solutions

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My email address is: ******************* for this account. I have submitted 3 company parking receipts to my 2024 Wellness/Workstyle Reimbursement Plan in Navia Benefits in march and April but they NEVER get responded.My last successful reimbursement was on 2/9 on the value of $20. Any claims after that are gone, Navia neither denied or approved.I tried to call navia contact numbers (both 800 and 425) and auto replied there is office outage and cannot connect me to a customer service rep.This is very sketchy and could BBB help me 1) ask Navia to process my claims and get my money and 2) verify if Navia is still running business? I am worried about my remaining balance in Navia Benefits.

  

  Business response

  04/18/2024

  Hello **,

  We're sorry that your claims have not been reimbursed. We know how frustrating that can be! I have forwarded your complaint to our management team. They will be reaching out to you via the email address you provided to work towards a resolution. 

  Sincerely,

  ******************* - Navia Benefit Solutions

  Customer response

  04/19/2024

   
  Complaint: 21588452
  
  I am rejecting this response because:

  1) Navia made fake statements on my reimbursement submission. Please see attachments. My previous reimbursement (before March) has been approved already. But for this three new receipts after March, they never took care of them and the email replier, as "Team Lead", emailed me a few fake statements and denied all my reimbursement requests this morning (I see Navia web notifications). This working style is problematic and sketchy, and can only make things worse if trying to mask mistakes.

  and 

  2) The team lead had a lot of confusion to understand what they are working on, and cannot understand of different types of benefits, for example, which are employee sponsored, and which are company sponsored, which are taxable and which are not taxable.

   

  I request Navia to review fundamental facts and approve my receipts.

  Sincerely,
  
  ***********

  

  Business response

  04/22/2024

  Hello **, 

  I know you've had several conversations with our management team regarding your wellness/commuter benefits accounts. As they stated, according to our records you submitted all but one parking claim under your Commuter Benefits account, not your wellness account. While your company does cover parking expenses under your wellness benefit, you cannot file the same claim(s) under both your Commuter Benefit account and your Wellness account. You have to file them under one OR the other. If you try to file under both, it is considered double dipping, and that will not be covered or paid out. We suggest that in the future you submit your parking expenses either under your Commuter account OR your Wellness account. As for the claims you submitted under your Commuter Benefits account, we are working with our accounting team and your company to move them from that account to your Wellness account. Our management team will be in touch once we have some more information about whether this can be done or not. 

  Best,

  Navia Benefit Solutions

  Customer response

  04/22/2024

   
  Complaint: 21588452
  
  I am rejecting this response because: 

  "you cannot file the same claim(s) under both your Commuter Benefit account and your Wellness account. You have to file them under one OR the other. If you try to file under both, it is considered double dipping, and that will not be covered or paid out." This statement is not true. I didn't not submit the claims in both Commuter Benefit account and your Wellness account. The real timeline is:
  
  1) I submitted the claim only under Wellness account. 

  2) It has not be responded for a couple months.

  3) I contacted Navia and BBB.

  4) Someone reached out to me and said the claims are moved to Commuter benefit instead of Wellness account.

  5) I received a notification that all my 3 claims in Wellness account were declined.

  6) Today I am informed that "you cannot file the same claim(s) under both your Commuter Benefit account and your Wellness account"...

  I don't know what is going on Navia side but...but something is really messed up with this business. Each representative talks on their own and misrepresent facts,
  
  Sincerely,
  
  ***********

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Services with my FSA card were deactivated on a medical leave of absence. This is exactly when I needed my FSA card for medical services. I called and they said they would resolve the issue, 2 weeks later no resolution. No follow up. Nice customer service folks but no action on the back end. I don't care if you're nice if you cannot fix the issue. Also claims are continually denied even when ordering directly from FSA store online

  

  Business response

  04/11/2024

  Hi *****,

  We're sorry to hear you've been unable to access your FSA funds. We understand how frustrating that is, especially during a time where increased medical care is needed. I have forwarded your complaint to our management team. They will be reaching out to you directly to work towards a resolution. 

  Sincerely, 

  ******************* - Navia Benefit Solutions

  Customer response

  04/11/2024

  Waiting on response from management. I was able to get help on my fsa.com claim today upon additional contact on my end with **************** team but inability to access fsa funds in times of high medical need still quite a disappointment and process that should be reviewed from the point of view of the customer whos FSA funds are tied to **********************. 

  

  Business response

  04/16/2024

  Hello *****,

  You were contacted by our customer service manager regarding why your card was not working. She explained to you that while on a leave of absence your card is not accessible. However, you did tell her that you have returned to work, so we have placed a rush request for reactivation. 

  Please let us know if there is anything else we can help you with.

  Navia Benefit Solutions

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I accidentally placed a transit order for $300. I was looking to either refund this back to my bank or transfer it to my HSA account with **********************. I essentially get told that there is no way to refund the amount and that the only way to access it would be to use it on their parking benefit (which I also don't use). I was also told that if I were to close my account, the money is forfeited and will not get returned. So essentially, I just had $300 stolen from me by Navia.Overall, the call center rep was very polite, but could not help me resolve my issue.

  

  Business response

  02/23/2024

  Hello ***, 

  We're sorry to hear you've had issues with getting a refund. I have forwarded your complaint to our management team. They will be reaching out to work towards a resolution with you. 

  Sincerely, 

  Navia Benefit Solutions

• Initial Complaint

  02/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Dental PPO/Vision not activated after 6 weeks of payment (Original date sent 1/12/2024, Inquiry number **** and Inquiry number ****). Not able to get compensation for the dental provider. Please reinstate Dental PPO and Vision.

  

  Business response

  02/20/2024

  Hello ********,

  We're sorry to hear you've had issues getting your Metlife dental and vision coverage reinstated. I have forwarded your complaint to our management team and they will be reaching out to you directly to work towards a resolution. 

  Sincerely,

  Navia Benefit Solutions

  Customer response

  02/23/2024

   
  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.The issue has been resolved.

  
  Sincerely,
  
  *************************************

• Initial Complaint

  01/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ok for some time there have been several business claiming there not appear on the other business I am being stalked by these people in a daily basis I need a solution over a hundred times a day they call me has my number changed they still calling me its called benefit solutions can you let all the people they are associated with not to call because at this point I want to sue ******* giving my information out without my consent because this is some bs please help me get to the bottom of this some I can file charges against these people

  

  Business response

  01/30/2024

  Hi ******,

  We're sorry to hear that you've been the victim of spam calling. It's super frustrating! However, none of those numbers are from our company. We suggest your put your number on the national do not call list to help minimize any spam calls. You can also set your phone settings to automatically reject spam. We hope that you find some relief soon. 

  Best Regards,

  Navia Benefit Solutions

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In November I sent via certified overnight **** two HSA rollover forms including one to Navia. Ive done multiple HSA rollovers with no problems, but despite a correctly filled out form Navia rolled over my HSA to the wrong bank. I can confirm the form was correct because the second simultaneous rollover contained the same destination information and rolled over as per the instructions, whereas Navia simply closed my account on their end and provided no indications as to where the money went.I was able to locate the money after multiple emails with Navias ***************** The money was somehow sent to their affiliate bank, but the rollover was notably incomplete as the investments were never liquidated. At this point I still have not been able to roll over the money, but Im less anxious now that I know where the money is; for a couple weeks I thought a check was lost or the funds stolen.Im only out $30 for the overnight postage, but the process at Navia failed and Im in a current scenario where the bank who currently has my HSA funds say I need to re-do the rollover through Navia, while Navia customer service says a rollover was completed and my account is closed. The experience has been frustrating enough that I believe this complaint is needed to ensure there is a record of the problem. Id appreciate an explanation from Navia.

  

  Business response

  01/12/2024

  Hello *******,

  We're sorry to hear that there has been issues with getting your HSA funds rolled over properly. We understand how frustrating and concerning that is. I have forwarded your complaint to our HSA customer service management team. They will be reaching out to you directly to work towards a resolution. 

  Kindly,

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

  Navia Benefit Solutions

  Customer response

  01/12/2024

   
  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. I had been in contact with their customer service for weeks to unacceptable result. The company reached out directly and it appears my case is now being taken more seriously. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I elected to participate in a health savings account in order to use that money to spend on medical expenses, such as appointments and prescriptions, etc. I have followed all the protocols and submitted my claims for medical expenses for two separate doctors appointments and been denied both times. I have tried to reach the company to no avail. There are deadlines at the end of this year to make the claims for all the funds that I have had deposited into the account and there is still money in my account. I will lose all that money if they do not except my claims for my medical expenses. If I do not spend the rest of the funds by the end of the year and get approval for the claims that I have already submitted, then that money is lost and sent back into the system and stolen from me. I cannot reach anybody to give me any clarification. They do not answer the phone. They do not return the phone calls when you leave your number as requested. The system is set up for me to lose my money and them to gain free money, if I dont spend it. I have tried in ******* to do everything correctly and submit everything correctly, to no avail. I have also tried to purchase some necessary medical items at the store and have been declined. These items are the exact same items they sell on their website in their store that are eligible purchases. Yet they are declined in I have also tried to purchase some necessary medical items at the store and have been declined. These items are the exact same items they sell on their online store and they are eligible purchases. Yet they are declined in the store. They cost more on the website. I do not want to be forced to spend my balance on unnecessary or overpriced items just to keep from losing it. I have been trying for over a week to reach Navia benefits solution to get an answer.

  

  Business response

  01/02/2024

  Hi *****,

  We're sorry to hear that you've had issues with receive reimbursement with some of your HSA claims. I have forwarded your complaint to our management team. They will be in touch with you shortly to work towards a resolution.

  Best,

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

  Navia Benefit Solutions

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Navia claims they issue disbursements for approved claims every Thursday. After several Thursdays of no disbursement for an approved claim, I contacted Navia. They claimed there was some sort of technical issue and they would issue a manual payment. Another week passes and nothing. I call again and escalate to management who assures me they are working with the accounting teams to get the disbursement issued. At the time of writing it's now 39 days since the initial Thursday when the payment should have gone out. Despite all of the babysitting of Navia employees I've been doing, still no disbursement. Issuing disbursements is one of the core things Navia does, and they are completely incompetent at it.Looking at the other responses to BBB complaints, I'm sure I'll get the "we understand you're frustrated and will forward this on to management" - but I've been there, and my frustrations have been forwarded on to management. Navia's management just appears to be completely incapable of ensuring the basic functions of their business run to completion.

  

  Business response

  01/02/2024

  Hi ****,

  We're sorry to hear you've had such a difficult time with us. Our records show that you spoke with one of our representatives on Dec. 28th and she said that we're doing some internal research to see why you've not receive your disbursements. With the holiday, we're still researching and trying to get this resolved as fast as possible. We appreciate your patience as we work diligently to get this solved. We will be in touch soon. 

  Best,

  Navia Benefit Solutions

   

• Initial Complaint

  12/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Navia shows a balance of over $500 on my credit card issued by Navia for payment of approved FSA medical expenses, yet they continue to deny paying for obvious health expenses to doctor's offices, FSA store and similar FSA approved vendors (Oura) even when the total charge is under the $500 available funds the card will deny with insufficient funds. I need to use the remaining money by 12/31/23, yet I can't use the card! If I don't use this money on FSA authorized medical I am forced to forfeit over $500 of my money to this company. After reading all the complaints, I have not signed up for FSA from my employer for the **** year. I can't afford to just throw away $500 or argue with a company to get my money or sit on hold on a 800 number to argue to get the money that is mine that was paid out of my paycheck.

  

  Business response

  12/12/2023

  Hi ********,

  We're sorry to hear you are unable to use your FSA funds. We know how frustrating that can be. I have forwarded your complaint to our management team. They will be reaching out to you directly to help you get access to your funds. 

  Best,

  Navia Benefit Solutions

• Initial Complaint

  11/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My HSA was closed erroneously without my instruction nor authorization and as a result my employer cannot contribute to my account. I have reached out to Navia and so has my benefits provider and have not heard back with a resolution. This is a serious and urgent issue. I want my account reopened and someone to contact me to explain how the problem is getting fixed.

  

  Business response

  11/30/2023

  Hello *****,

  We're sorry to hear you account was accidentally closed. We understand how upsetting that is! I have forwarded your complaint to our HSA management team and they will be in touch with you directly to get this solved. 

  Best Regards,

  ******************* - Navia Benefit Solutions

*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. ↩