ComplaintsforNavia Benefit Solutions

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've submitted my claim for ******** FSA on 12/28/2021 and it was successfully approved on 01/06/2022. But I never received the disbursement. After waiting few weeks I contacted the customer care on 02/03/2022.On 02/**/2022, they responded that the issue has been fixed and I'll be receiving reimbursement. After few weeks of no disbursement, I reached out again on 03/03/2022. On 03/10/2022 they responded that my payment has been disbursed and I replied that I did not get it. I reached out again on 03/25/2022. On 03/29/2022 they asked me to contact them on a phone to assist further. I've called them multiple times over phone and every time they keep saying that the issue has been escalated and I'll be getting disbursement soon. Last 2 calls were on 04/26/2022 and 05/12/2022. It has been over 5 months since my claim has been approved and many hours spent dealing with customer service without any resolution.

  

  Business response

  06/15/2022

   

  Hello ********,

   

  We're sorry to hear that you have not received your reimbursement in a timely manner. We have sent your complaint to our management team and they will be reaching out to you directly to work towards a solution.

   

  Best Regards,

   

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

  Navia Benefit Solutions

• Initial Complaint

  05/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an adult child living at home with me. She has special needs and requires day services. Somehow money had been coming out of my check, I did not realize this, and deposited into Navia for expenses. I paid my taxes and my accountant told me I am being taxed on this money because its not used , I contacted navia and began using the claims but could not use all of them and they still have my money. I want it back!

  

  Business response

  05/10/2022

  Hi *****, 

  We're sorry to hear you have been unable to claim money for reimbursement. I am forwarding your complaint to our management team and they will be reaching out to work towards a resolution with you.

   

  Sincerely,

   

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

  Navia Benefit Solutions

• Initial Complaint

  04/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have a dependent care FSA claim that was approved on 3/23 and was informed that I would be receiving payment within 5-6 business days. Unfortunately it's been more than two weeks and I haven't received my reimbursement. I have attempted to follow up via email and telephone calls but I haven't received any response. More generally, the customer service in the past for claim processing has been quite poor as well. The person I was dealing with from Navia was *****************************. I am quite frustrated and I need my reimbursement urgently to pay off my bills.

  

  Business response

  04/11/2022

   

  Dear Rajesh,

   

  We're sorry to hear you've had an longer than expected wait time for your reimbursement. I have forwarded your complaint to our management team and they will be reaching out to resolve this issue with you.

   

  Best Regards,

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

  Navia Benefit Solutions

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The ability to add a direct deposit account to my Navia HSA has been broken for months. Every time I contact customer service, there is no effort to even address my problem and no resolution given. Having direct deposit available for an HSA is a CORE FEATURE and it is unacceptable that Navia provides no solution for its customers.

  

  Business response

  03/21/2022

   

  Hello Lipei,

   

  We're sorry to hear you have been unable to add direct deposit to your Navia account. I have forwarded your complaint to our management team and they will be reaching out directly to work towards a solution with you. 

   

  Best Regards,

   

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

  Navia Benefit Solutions

  Customer response

  03/28/2022

   
  Complaint: 16919075
  
  I am rejecting this response because: Navia contacted me and notified me that they were aware of the problem but offered no resolution to the problem. Throughout phone and written communication for months, they have stressed that the problem will be fixed "this week" with no actual resolution and no solution given.
  
  Sincerely,
  
  Lipei Tao

  

  Business response

  03/29/2022

  Hi Lipei,

  One of our customer service team managers has tried to reach out to you on 3-22-22 several times and they were not able to touch base with you. He left a detailed voicemail with his direct contact information and followed up with email to you as well trying to connect with you to work towards a resolution. We would appreciate you contacting *************************, ******************************************************** so he can work with you to resolve this issue. 

  We look forward to hearing from you!

   

  Best Regards,

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

  Navia Benefit Solutions

   

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a flexible spending plan through Navia. In 2020 I contributed $1200.00. They reimbursed me $1200.00 but then sent a letter stating $115.80 of that should not have been reimbursed. I emailed w a customer service rep at ********************** to find out if I needed to submit another receipt, she stated I did not need to do anything except when I file for reimbursement of my 2021 contributions include receipts for the extra $115.80 (see email below) I did this, they will still not reimburse the funds. Below is the email from ************************* the customer service rep. I have been working w Navia for 6 weeks now (2-1-2022) and they never return my emails or calls. Just now got off the phone with ************************* who repeatedly said sorry if ***** gave you incorrect info. My 12-24-21 paycheck $69.23 went out of my paycheck to Navia but they show negative ($46.57) contribution. hmmm that also equals $115.80. Several times on my ledger they have moved $115.80 around. No one can explain. From: ************************* <*******************************************************>Sent: Wednesday, February 10, 2021 2:05 PM To: ********************* <*********************>Subject: Notification: Navia FSA Claim Overpayment Dear *****,Navia recently issued a reimbursement that exceeded the amount of a recent claim for your 2020 FSA, resulting in an overpayment of $115.8. We have fixed the issue that caused your overpayment.To correct, no action is needed from you today. Navia will move the overpaid claim amount to your 2021 FSA where it can be applied to future claim submissions. Because these funds have already been reimbursed to you, future claims will reduce your next reimbursement amount by the overpayment noted above.We are very sorry for the mistake and any resulting confusion. Please contact me with any questions.Thank you, ************************* **************** Representative

  

  Business response

  03/16/2022

   

  Hello *****,

   

  We are sorry to hear you've had difficulties getting reimbursed through your FSA. I have forwarded your complaint to our team manager and they will be reaching out to you directly in efforts to work towards a solution. 

   

  Best Regards,

   

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

  Navia Benefit Solutions

• Initial Complaint

  02/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Effective January 1 our company switched to NAVIA as FSA provider. My employer has contributed funds that are not reflected on my FSA account. I have been working with my payroll team to have resolved but Navia is being unresponsive. I have emailed Navia customer but they have been unresponsive. They are collecting funds but not making them available to the dependent. I have had to pay for care out of pocket for two weeks now (going on 3) in addition to my FSA deduction because NAVIA hasn't made my FSA funds available to me.

  

  Business response

  02/21/2022

  Hi *****,

   

  We're sorry to hear that your funds have not been loaded to your account. I am forwarding your complaint to our management team they will be reaching out to you directly. 

   

  We appreciate your patience and will be contacting you soon.

   

  Best Regards,

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

  Navia Benefit Solutions

  Customer response

  02/23/2022

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company has continuously lied and deceived all customers and participants since I started having to deal with them in August 2021. They have nothing but excuses as to their delays.They refuse to send out communication to participants and customers to set a proper expectation given that their delays extend well beyond the 2 day turn around on their website and all materials. I have this issue with them every month and this month in particular they are clearly acting out of spite which is not only unprofessional but disgusting. I submitted my claim on Feb 2 and it was documented that i would receive my reimbursement on the 5th. They then changed it to the 8th without letting me know, but to date I still have not received my $270. When i call I get unbelievably condescending and rude robotic humans that give me a run around. Ive corresponded to them multiple times as well as well and they refuse to respond to our issues. My employer and benefits administrator have raised this to them as unacceptable but they continue. I need my money, immediately.

  

  Business response

  02/15/2022

  Hello ******,

   

  We are sorry to hear you've had a delay in your reimbursement from your claim on February 2, 2022. I will forward your complaint to our management team and they will be reaching out to you to work towards a solution. 

   

  Sincerely,

  Navia Benefit Solutions

  Customer response

  02/15/2022

   
  Complaint: 16763563
  
  I am rejecting this response because: They have been giving me this same reply and run around for months and most recently with this months issue. The *** on reimbursement is 2 business days. It has been over 10 business days, even though they seem to approve/reject on weekends as well. ******* is incompetent at best and if she is ever in the office she is never doing her job. No one is. She should not be leader of anything! I get run arounds since I started doing business with these people in July. Its either a glitch or COVID or busy and these are not acceptable. These are excuses, not reasons, as they have been going on since July. I have raised this to Navia at least 6 times this month alone before filing this complaint as recently as last night and they refuse to reply and just blow smoke up our rears. 

  This company is deceitful and has very questionable business practices and further actions have and will be taken.

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

  

  Business response

  02/16/2022

  Hello ******, 

   

  One of our representatives has reached out to you today and, as far as I know, a resolution has been reached. Please let us know if there is anything else we can do for you. 

   

  Best Regards,

   

  Navia Benefit Solutions

• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When you file claims you will get told a certain time frame. The claims wont be processed anywhere near that time frame and there will be zero communication. I have claims that have been pending for 3 weeks. I called today and waited on hold for a half hour to be told they have claims way older than mine sitting there and they will get to them whenever they get to them, and that there is NO turnaround for claims. The customer service has always been terrible and so is their claim processing. There are SO many negative reviews for this company, listen to them- they are accurate!

  

  Business response

  01/12/2022

  Hello *****,

  We are sorry to hear that our service has not been up to your expectations. We apologize our service has been delayed and are working as quickly as possible to process your claim. I will forward your complaint to our service managers. We ask that you be patient with us during our busy season. 

  Thank you.

   

  Sincerely, 

   

  Navia Benefit Solutions

  Customer response

  01/12/2022

   
  Complaint: 16453856
  
  I am rejecting this response because:
  There is still no answer as to a timeline for you to process claims. Also, there is no excuse for the lack of communication regarding your delay in claims processing. This is unacceptable to have no timeframe for claims processing, as well as no communication. 
  
  
  
  *************************

  

  Business response

  01/19/2022

  Hi *****,

  Due to the recent Omicron outbreak and high absenteeism it's caused within our company, we are experiencing a delay in our claims processing and response times. However, I did send your complaint to our customer service team and they were able to process all 4 of your pending claims on 1-12-2022. You can check your claim status on our participant portal or mobile app. 

  We are extremely sorry that our service has not been up to our normal standards and ask for your patience during this time. 

   

  Best Regards,

  Navia Benefit Solutions

• Initial Complaint

  12/11/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have been receiving health insurance through ********** by paying Navia as part of COBRA since Feb 2021. I paid premiums through and including December 31, 2021 on or around Jun 2021. Navia cashed check around June 2021. Around Dec 5, 2021 I experienced problems with claims being rejected/denied by **********. I contacted Navia on or around Dec 8 and Navia rep confirmed I have paid through Dec 31 but would send notice to ********** but that it could take up to two weeks.On Dec 10, I contacted ********** and ********** advised me that Navia "submitted a notice to cancel my coverage effective Dec 1, 2021"Can you explain why Navia:1) submitted this notice to ********** to cancel my insurance despite cashing my check.2) why Navia did not advise my this notification of cancellation was sent.3) if Navia was planning to refund my money or just retain it.4) explain Navia cannot respond quicker to get ********** to resume coverage for this error caused by Navia.Dec 11, I received call from pharmacy saying my insurance was denied.

  

  Business response

  12/13/2021

  Dear ******,

   

  We're sorry to hear of your recent negative experience with Navia. I have forwarded your complaint to our COBRA management team and a representative will be reaching out to you in order to get this issue resolved.

   

  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. ↩