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ComplaintsforDiversified Benefit Services, Inc.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/06/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
This company has been a pain the past year trying to submit my receipts for my prescriptions they keep on saying date of service required when in fact the date of service is on there and when you call they don't help you out. When you email customer service they don't respond to my request no wonder why they have over 80 one star reviews on ******* They keep saying this reason and that is why they don't explain indetail why. So I would like the $26 I have left from last year and the 350 for this coming year returned to meBusiness response
03/29/2024
The complainant indicated that he has experienced problems with DBS in trying to submit receipts for prescriptions in order to be reimbursed from his *********** Flexible Spending Account (HCFSA). The complainant also indicated that the date of service is being requested and he has indicated that the date of service is on the documentation that was submitted. Further the complainant has indicated that the reason for the date of service has not been explained in detail and why it is needed. He is requesting that $26 from the prior plan year be reimbursed to him and that he also wanted to have the $350 election amount for the current plan year returned. The ******************** Representatives have processed a number of HCFSA claims successfully from the prior year and the current year. The $26 in question was reimbursed successfully to him on 3/15/2024 and was deposited directly into his bank account. **************** has also processed claims for prescriptions however some of the claims submitted did not contain the date of service and some of the claims (receipts referenced by the complainant) did contain the date of service. Notification was provided to the complainant for those receipts/documentation that did not have dates of service. Those dates are required under the rules established by the Plan via federal code and the ***. DBS is held to the standard of ensuring that claim documentation contains several items including the date of service. This is not a DBS rule but a Plan rule that has been long established by the *** regarding HCFSAs. DBS processes many claims successfully due to appropriate documentation that is submitted with the claim. The intent is to ensure that plan participants have a good experience when submitting claims for reimbursement. In this case, a number of claims and related documentation were able to be processed timely including for the current plan year. On 3/27/2024 the complainant received a direct deposit amount of $100 from his HCFSA for the current plan year due to a claim being successfully submitted. The current remaining balance for this year is $220.30. There were two other claims that the complainant submitted in January and early February that unfortunately did not contain the date of service (a plan requirement as stated earlier) and there was a claim that was submitted for an insurance premium which happens to be an ineligible expense under the employers HCFSA plan. Our desire is to have participants be reimbursed whenever reasonably possible but DBS is required to follow the plan guidelines and regulations as established by federal code and *** guidance. In summary, the prior year amount of $26 has been reimbursed to the complainant and there have been reimbursements happening this year as well. The $350 cannot simply be returned, however the complainant has submitted some successful claims whereby his current available balance is $220.30. We understand the frustration regarding some of the plan rules such as date of service being required however we would encourage him to continue to submit claims for the various qualifying expenses under his employer's plan. He would receive timely reimbursements as he has in the past and he would be saving significant taxes on all of his expenses up to the $350 that he elected for the current year. That is why so many people utilize HCFSAs.Customer response
04/01/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Please type your response here.]
All of the reciepts I have submitted all have date service on its not my fault that they are too incompetent to read a reciepts even when I circle the dates on them. This company needs to find another way to please its customers. They need to invest in a more accurate system to read reciepts and documentsRegards,
*************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.