ComplaintsforTASC

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  TASC was supposed to provide COBRA insurance for December 2023 and January 2024 when I left my employer, ICMS. I paid them $2497.00 for services that were never provided. I rejoined ICMS in February 2024 and ICMS paid to continue the coverage (see email in the attached). TASC has never answered my letter, or provided any information when I've called to resolve this, they do not have an email address, so I sent all the information by regular mail. I have yet to see a response from ISCM and my employer has been unable to resolve this. I filed a complaint with the Virginia SCC ******************** today. Any help you can provide in securing a refund is greatly appreciated. If you need additional information, please contact me.

  

  Business response

  08/06/2024

  Hello,

  TASC has assigned a Resolution Specialist to ****************' case. Our Resolution Specialist will work directly with **************** and her former employer to determine the total amount **************** paid in premium payments and confirmation from her former employer as to the timeframe they reinstated ****************' continuation coverage for medical, dental and vision. Once TASC has confirmation on the timeframe of active coverage and the total amount **************** paid then TASC will refund **************** any monies she paid above premiums due.

  Our Resolution Specialist has already reached out directly to **************** and to her former employer and will continue to follow up directly with ****************.

  Please let us know if you need additional information.

  Thank you.

   

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is for TASC, the administrator of my employers FSA program. They constantly REFUSE to reimburse me for COVERED medical visits. These are ALL COPAYS and are 100% covered expenses, and I provided them ALL of the *** from the insurance company. Yet they still "DECLINE" the reimbursement requests and close the ticket and delete the information without ANY emails or messages or any contact whatsoever. I have only got 9 out of 22 requests completed and all the rest are denied. I uploaded them all again, triple-checked the dates and *** to match and they still deny the request and close it without any info.this is my own money they are preventing me from getting back, and they consistently have inept working putting the wrong claims on the wrong FSA year group (2023 vs 2024). They still owe me $230. I uploaded 4 of the remaining 13 requests they denied

  

  Business response

  07/29/2024

  Hello,

  ************************** has a Healthcare FSA 2023-2024 that runs from 07/01/2023 to 06/30/2024. All of the EOB's he attached to this complaint fall within this timeframe and would be covered in this plan year, however, ************************** has exhausted all his funds for this plan year.

  ************************** did provide documentation for a flagged claim in the amount $54 and the $54 was refunded back to his Healthcare FSA 2023-2024 benefit account. His ******************** card was re-activated and the flag was removed. Once the $54 was returned to his Healthcare FSA 2023-2024 benefit account, outstanding claims paid in the amount of $54. The $54 is now in ****************************** mycash and can be transferred to his personal checking by logging in and scheduling a transfer.

  Mr. Tortotiello has a Healthcare FSA 2024-2025 that runs from 07/01/2024 to 06/30/2025 with a grace ****** that allows him to incur eligible expenses through 09/15/2025. This plan does have funds in the available balance. ************************** may submit manual claims through the online portal for service incurred on or after 07/01/2024 or he may use his TASC card for dates of service that occurred on or after 07/01/2024.

  Please let us know if you need additional information.

  Thank you.

  Customer response

  07/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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, with this being said:   I had to escalate this SEVERAL TIMES to supervisors because no one would ever contact me back or ever give any REASON why they were being denied.  Online it would just say Denied, and then no account found or some nonsense. Terrible customer service and awful programming for the website 

  
  Regards,
  
  ***********************************

  
  

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been with TASC for a couple of years now. We use their services for our HSA account. For the past 2 years they have allowed us to make our health insurance premiums with our TASC Debit card. Sometime in the middle of 2024, they decided that we could no longer use our TASC debit card for our monthly premiums. They also did not reach out and communicate this to their clients, therefore we were under the assumption that the premiums were being paid. I went to file a health insurance claim and found out that one of our policies had lapsed due to the payments being declined by TASC. I reached out to TASC to see what was going on. They said earlier this year they made the change to no longer allow premium payments with the TASC card. Supposedly they sent an email to their clients telling them this information. They could not provide me with the email, when it was sent, or who it was sent to.In the mean time, I have a medical bill for $4,300 that would have been covered under my medical insurance plan had the premiums been paid as they have been for the past 2 years. They said they will look into when the email was sent out but they will likely not be able to give us an exact date or time. I want TASC to pay for this medical bill that would have been covered had my premiums been paid as they have been for the last 2 years.It is extremely unethical to change up a business practice that they have been doing for years, not communicate it with the clients, has tell them sorry about your luck. To top it off, *****, who is supposedly a manager at TASC said that there is nobody above her within the company. She refused to answer many questions and hung up on me. She was extremely unprofessional.

  

  Business response

  08/02/2024

  Hello,

  TASC has assigned a Resolution Specialist to ****************** case and will be working with ************** to resolve the issue. We have reached out to ************** directly and have requested some documents to support his case such as the name of his medical carrier, his premium payment amounts, documentation from his medical carrier that his coverage was cancelled and as of what date and for what reason and the bill/statement from the medical provider with the date of service, name of provider, patient name, amount and description of service.

  Once TASC receives all the requested supporting documents, the Resolution Specialist will submit the information to TASC's Executive Team for a decision and TASC will update ************** to discuss further resolution.

  Please let us know if you need additional information.

  Than you.

   

   

• Initial Complaint

  07/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This complaint is in connection with two related but separate incidents.This section describes Incident 2.In the midst of all the issues described in my immediate previous complaint, TASC now cancelled my enrollment, even though I evidently never actually had it.I travelled out of the country towards the end of **** and despite all the above mis-steps, and uncertainty regarding my coverage, I attempted to execute **** premium payment. The TASC web portal is geo-fenced and is not accessible from outside of the **. As a result, I apparently missed the **** premium payment.Despite the fact that TASC has all my contact details e-mail, home address and phone number, I have not been notified in any way about the status of my enrollment, or TASCs intent to cancel it. The only notification I got was discovered by me on Tasconline.com upon my return to the **. There was no notification of the resolution of Incident 1, no prior notification of intent to cancel and no communication of any of it through email, mail, text or call.Im resorting to this BBB complaint because my formal appeal to TASC regarding those two incidents filed on July 11th was summarily denied the same day, apparently without due consideration.As a remedy, in addition to retroactive resolution of Incident 1, I need TASC to reinstate the ***** coverage for future use. I will cover my cost of many hours of dealing with these TASC issues.

  

  Business response

  07/22/2024

  Hello,

  Ms. ********** failed to make the June 2024 premium payment within the 30 day ***** ******* Attached is the Election COBRA Election Form sent to Ms. ********** on 03/28/2024.

  The COBRA Election form provides the address of where payment can be sent (page 4 under Instructions and page 7 Monthly payments for COBRA continuation coverage and ***** ******s for monthly payment). Further,in the section, Monthly payments for COBRA continuation coverage,it states, Neither the Plan not TASC will send ******ic notices of payments due for these coverage ******s. In other words, we will not send a bill to you for your COBRA continuation coverage it is your responsibility to pay your COBRA continuation coverage on time.

  
  The letter goes on to advise that there is a ***** ****** of 30 days after the first day of the month to make each monthly payment. If you fail to make a monthly payment before the end of the ***** ****** for that month, you will lose all rights to continuation coverage under the plan. The letter provides a mailing address of TASC*************************************************************. Although Ms. ********** states she was out of the country, a check should have been mailed for her June 2024 dental premium within the 30 day ***** *******

  The appeal has been denied. Ms. ********** was notified of this through her support request WRF-********** on 07/11/2024 and a denial letter that was mailed to her on 07/11/2024. TASC has also emailed the above information to Ms. ********** on 07/22/2024.

  Please let us know if you need additional information.

  Thank you.

   

  Customer response

  07/22/2024

  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.
  
  I was out of the country for emergence family situation as my father had open heart surgery. I did not have any access to my Tasconline account as it is not working outside of ** and in ******* where I've been. I did not get any mails or notification from Tasc related to pending premium and options to make a pending payment. Not even the information that my COBRA coverage has been cancelled. I sent the appeal and gave them facts and explained the reason why the payment was missed. I expected TASC people to read and understand my situation. Although none of the facts have been taken into consideration - not that dental coverage has been reinstated by the day of the appeal (July), not the fact of me being out of the country and not having access to my account,  not the fact of me being a refugee who fled the war and expecting from them support, understanding and possibility to provide the proper services online not only by mail.  The appeal has been denied by right after I sent it just  because of the missed payment that I had reasons for. I truly hope that ************ read and understood my appeal and made the right decision.  

  Regards,
  
  Oksana Golovenets

  

  Business response

  07/26/2024

  Hello,

  As stated in TASC's initial response, Ms. ********** failed to make the June 2024 premium payment within the 30 day grace ******* TASC provided the Better Business Bureau and Ms. ********** the attached COBRA Election Form dated 03/28/2024 that was mailed to Ms. ********** at the time she elected COBRA. The letter has also been available on Ms. **********' portal since 03/28/2024.

  
  Under the section *****LY PAYMENTS FOR COBRA CONTINUATION COVERAGE it states "you will be required to make monthly payments for each month of COBRA continuation coverage." It further states "Neither the Plan nor TASC will send ******ic notices of payments due for their coverage ******s. In other words, WE WILL NOT BILL YOU for your COBRA continuation coverage - IT IS YOUR RESPONSIBILITY TO PAY YOUR COBRA Continuation Premiums ON TIME".

  
  Under the section GRACE ****** FOR *****LY PAYMENTS it states "although monthly payments are due on the first day of each month of COBRA Continuation coverage, you will be given a grace ****** of 30 DAYS AFTER THE FIRST OF THE ***** to make each monthly payment." The letter further states "IF YOU FAIL TO MAKE A *****LY PAYMENT BEFORE THE END OF THE GRACE ****** FOR THAT *****, YOU WILL LOSE ALL RIGHTS TO CONTINUATION COVERAGE UNDER THE PLAN'. A grace ****** is give for extraordinary circumstances such as medical emergencies or needing to be out of the country.

  
  Finally, the letter provided Ms. ********** with the address of where to mail her COBRA premium payments. The address provided is: TASC *******************************
  For convenience,TASC does provide other options for making the premium payments, such as online via ACH or credit card, but technology can fail which is why the first option TASC offers for making payment is by mail.  If Ms. ********** was out of the country and could not log into the TASC portal then a check should have been mailed for her June 2024 premium and she had 30 days after June 1st to mail the payment.  The letter advises that a payment is considered to have been made on the date that it is postmarked so even if Ms. ********** mailed her payment on the 30th day of the grace ******, TASC would have accepted her payment.

  
  All of the facts have been taken into consideration and the denial stands. Payment was not made for June 2024 within the 30 day grace *******

  
  Please let us know if you need additional information.

  
  Thank you.

   

  Customer response

  07/27/2024

  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.
  

  Thank you for your comments. 

  Up until now (July, 27th) I have not got a confirmation being eligible for dental coverage with Mutual of Omaha under COBRA. I paid premium to TASC for ****** *** although even in July, Mutual of Omaha did not get any papers or information about continuation of my coverage under COBRA.

  I expected TASC online service be available abroad. Or at least e-mail communication as most of the companies do. I am not carrying papers with me "to check payment options, contact details, etc". 

  It is not even possible to contact the company other than via online personal account (which was not accessible in *******). 

  Just for the information: I do not have check books. it is for the first time that a company offered it as the only solution. Even If I had it and managed to mail the check from war zone of ******* in June somehow I doubt it would reach the company until June. And the "coverage" (which has not been reinstated according to the Mutual of Omaha ) would be cancelled  anyway. 

  I am disappointed at TASC company service. The appeal, the reason provided has never been taken into consideration.

  
  Regards,
  
  Oksana Golovenets

  

  Business response

  07/29/2024

  Hello,

  TASC responded to Ms. **********' first Better Business Bureau complaint #******** (Incident 1) on 07/22/2024 and informed Ms. ***************;that we sent Mutual of Omaha request to reinstate her dental coverage from 04/01/2024 through 05/31/2024 on four separate occasions and again on 07/22/2024. TASC informed Ms. ********** in that response and in an email that carriers do not sent confirmation of reinstatement but in our 07/22/2024 request, TASC asked Mutual of Omaha to respond to TASC and confirm reinstatement of coverage. We noted that it could take as long as 10 business days. As of 07/29/2024, TASC has not received any response from Mutual of Omaha. We will send yet another request today. As soon as TASC receives confirmation, we will email Ms. ********** directly.

  As stated in pervious responses, Ms. ********** was notified in March of 2024 of how and when COBRA payments needed to be made and even explained there was a 30 day grace ******* Ms. ********** should have made arrangements to have made her payment on time before leaving the country and if she does not have a checking account, she could have sent a bank check, certified check or even money order.

  Let us know if you need additional information.

  Thank you.

   

   

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is in connection with two related but separate incidents. This section describes Incident 1.On termination of my employers insurance on 4/1/24 I have elected to continue my dental coverage through ***** and submitted the election to TASC within the prescribed time window. The dental coverage was expected to be provided by Mutual of Omaha (MoO). I paid premiums through April and May. Payments were accepted and confirmed by TASC. My dentist filed a claim with MoO on or about 5/10/24 and the claim was denied by MoO. The reason given was ineligible.a.I contacted TASC customer service and was told to check with MoO myself. Evidently the company does not think they provide ***** services since they could not follow up with MoO themselves.b.I contacted *** and was told that they never received the ***** insurance continuation notice.c.Since that time, I continue attempting to reasonably interact with TASC and continue getting nowhere. TASC customer support claims that they did file the ***** continuation with MoO but point-blank refuse to provide any proof of it.d.I have checked with both MoO and TASC as recently as today (July 19, 2024): TASC continues saying they filed the continuation refusing to provide any proof or attempting to do a proper follow-up with MoO, and *** continues stating that they have not received the ***** continuation.e.Throughout this process there was no attempt of proactive communication from TASC at any time. As a remedy I need TASC to follow up with *** and resolve this issue between them ASAP such that my May 10th MoO is honored.

  

  Business response

  07/22/2024

  Hello,

  TASC has sent Mutual of Omaha reinstatement notifications on four previous occasions. The carrier does not send TASC confirmation of reinstatement. Given that Ms. ********** reports in her complaint that Mutual of Omaha informed her that they have not received any notification from TASC, we sent a fifth reinstatement notification today and requested that Mutual of Omaha send TASC confirmation that Ms. *********** dental coverage has been reinstated effective 04/01/2024 through 05/31/2024. Once TASC receives confirmation from Mutual of Omaha, we will email Ms. ********** directly. TASC has emailed the above information to Ms. ********** on 07/22/2024.

  Please let us know if you need additional information.

  Thank you.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 12, 2024, I went to CVS to pick up a prescription for $77.01 and attempted to pay with my TASC FSA card. It was denied. I used my credit card to make a payment and then submitted it to TASC for repayment to my card. It was declined twice, even though I submitted receipts for my credit card and from CVS PHARMACY. Initially, they claimed the receipt was illegible. I sent screenshots of the prescription payments from .com, and they said they were not good enough. I then submitted my Santander card statement and separated the claim into two parts they paid the the smaller amount but denied *****. This is a case of moving the goalpost. every time I submitted they found another reason to deny it

  

  Business response

  07/21/2024

  Hello,

  A Resolution Specialist has been assigned to ****************** case and has reached out to him directly. TASC provided ************** with a Payment Detail Report showing all PAID requests for the plan year. TASC advised ************** that his card transaction on 07/12/2024 because ************** did not have enough in his available balance to cover the amount of the transaction.

  TASC advised that the first manual request ************** submitted on 07/12/2024 in the amount of $71.39 was denied because the documentation he attached to the request was for a different provider and was not legible. TASC further notified ************** of this through support request WRF-*********** on 07/12/2024 and advised him of the *** guidelines.  ************** then submitted another manual request on 07/12/2024 in the amount of $71.39 but did not provide documentation that met the *** guidelines. TASC provided ************** with the documents that were submitted with both denied claims.

  
  ************** then broke the request for reimbursement up and submitted one in the amount of $7.70 and the second in the amount of $63.10 on 07/16/2024. TASC processed the request for $7.70 and partially paid this request in the amount of $6.94 as this was all that was left in his available balance for the 2023-2023 Healthcare FSA plan year. The second request in the amount of $63.10 was denied in full as the available balance after paying the $6.94 was $0.

  
  Please let us know if you need additional information.

  Thank you.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I paid TASC almost 6 grand to cover cobra insurance through the end of the year in the first week of May, 2024. They said it could take up to 4-6 weeks to get Quartz the information. Quartz has yet to hear from them. I have reached out to them on several occasions as I cannot afford out of pocket for a med I am taking. I have explained that it is also preventing additional treatment that I need. The ** Maddison transplant clinic won't go to the committee without verifiable insurance in place. All attempts on my part have gotten me nowhere. Ant help would be appreciated. Thank you.*******

  

  Business response

  07/05/2024

  Hello,

  A Resolution Specialist has been assigned to ****************************** case and has reached out to him directly. Notifications of reinstatement were again sent to both Quartz for his medical coverage and Guardian for his dental coverage and TASC requested that both carriers send TASC confirmation once coverage is reinstated and is active. TASC will notify ************************** directly once we receive confirmation of reinstatement from the carriers.

  Please let us know if you need additional information.

  Thank you.

   

   

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have submitted documentation since the beginning of the fiscal year for purchases. It is now the end of the fiscal year and I am in jeopardy of losing 1200$ of my money. I have no idea what I owe. I am told by one employee something is covered then another it is not. I am told needs to be on fsa site and will be all set then not the case. I submitted 40 pages with additional company form via fax and 2 separate emails because their system couldnt handle the submissions (that multiple employees did not know existed) and letters of medical necessity for purchases. I have not had these issues in the past with other providers. Their interpretation is different each time I deal with someone different. Please help.

  

  Business response

  06/20/2024

  Hello,

  TASC has done a complete audit of the replacement receipts ************** provided with support request WRF-**********. There was $1472.05 in ELIGIBLE receipts to offset the two card transactions on 08/21/2023 at $599 each. The flags have been removed for these two transactions as they have now been verified.

  During the audit, there were several card transactions that paid for ineligible items, such as the 11/21/2021 transaction in the amount of $57.79 for protein and 10/21/2023 for Enclomiphene Citrate (Requires a Letter of Medical Necessity dated PRIOR to the date on the receipt to be eligible). Further, some of the receipts ************** provided in support request WRF-********** do not meet the *** requirements such as the statement provided for CN Valley Oral Surgery in the amount of $51.42. The description of service states "Patient Payment/Check#xxxx". If submitting a statement as documentation , the statement must include the name of the patient, name of the provider, date of service, amount of service and description of service such as 'office visit' or 'co-pay'. Payment or balance forwarded are not acceptable description of service. An Explanation of Benefits is also an excellent piece of documentation to substantiate a claim.

  **************** has been paid a total of $2400.00 from his 2023-2024 Healthcare FSA and has a zero balance. After a complete audit of all claims and all the receipts provided, there are still $329.39 that needs replacement receipts or ************** can pay this amount back to his 2023-2024 Healthcare FSA. He will receive an overpayment letter in the next few weeks with directions on how to pay his account back. While his fiscal plan year ends on 06/30/2024, his employer allows a grace ****** until 09/15/2024 to incur expenses. ************** can pay his account back and then continue to incur expenses until 09/15/2024 to ensure he does not forfeit any part of his $2400.00 annual election or ************** can provide $329.39 in replacement receipts up until the runout date of 10/15/2024. He has until 09/15/2024 to incur expenses and until 10/15/2024 to submit the replacement receipts via support request.

  Please let us know if you have additional questions.

  Customer response

  06/20/2024

  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.
  
  My ask of TASC is to be transparent and let me know what has or has not been approved and if a letter medical necessity is needed or if additional info is needed to be provided on receipt by medical provider. On 6/19 I was told by customer service everything was all set and I did not owe additional $.  I thought BBB worked a miracle. However, On 6/20 I received email from BBB that they were told a complete review was done of my account and I now owe ****** which is much better than the near 1200 we started at.  But unfortunately because of the complete review of my account we now found purchases approved that now are denied without a letter of medical necessity.  So you can see my problem I continue to get different answers from different employees. The example given in the email to Bbb by TASC references a charge for a tooth extraction.  Where all the info quoted as needed by the *** requirements is provided.  I then spoke to both a customer service rep on 6/20 and a supervisor that said it should be covered and was covered but later in the over 180min phone conversation we found out it was not subtracted.  I have since asked my insurance company for explanation of benefits to satisfy them.  If that satisfies them? I assume it will because that is what was told to Bbb. 

  The 2 rings which I inquired about I was told wasnt covered unless I provided a letter are now covered!
   The charges for what was previously approved up to 9 months ago for enclomophine and protein powders are now not covered. I will continue to submit documentation. But the headaches and inconsistencies.

   I asked if I could opt out for the next fiscal yr because they have been the most difficult provider my employer has hired in the last decade of me utilizing the fsa program. I was told I would have had to cancel by ***.  I again seek communication and transparency. I should not have to spend hours on the phone for every transaction. The website is not user friendly when submitting repayment info and the automated responses of your account is under review or a week later more documentation is needed *****. We are obviously trying to provide the info needed, but continue to get different answers from different representatives.

  
  Regards,
  
  *******************

  

  Business response

  06/25/2024

  Hello,

  TASC has assigned a Resolution Specialist to work with ************** directly. We have requested a breakdown of all ****************** card transactions and whether the transaction has been approved or still requires substantiation. Further, our Request Processing Team will again look over all replacement receipts that have been provided and note whether the documentation has been accepted and if not, why the documentation cannot be accepted in it's current form. We will provide this information to ************** directly and will note if a claim requires a Letter of Medical Necessity.

  Please let us know if you need additional information.

  Thank you.

   

   

• Initial Complaint

  06/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Paid bill for three month, two payments on 3/26, third payment on 4/1. Have had insurance benefits at work reach out to fix account to no avail. Paid remaining balance on 6/9 for **** and July. They have had 9 service requests put in to fix account and have canceled my insurance 4 times now. There are four open accounts and none of them are with the correct information nor the correct amount that I have paid in. In total, per work to them, I needed to pay $5234.32 for coverage from February through July. I have paid this amount and have bank records and transactions as proof of this. When asked for detailed accounting it took over a month and was for only one account. Nothing has been fixed and I was told to just pay for my medical expenses out of pocket and they would send to insurance when fixed. This is not feasible and this is the first step before I get a lawyer. Can provide emails if necessary.

  

  Business response

  06/19/2024

  Hello,

  A Resolution Specialist has been assigned to ****************** case and will work directly with her until the issue has been resolved. Once ******************' account has been corrected, the Resolution Specialist will update her directly.

  Please let us know if you need additional information.

  Thank you.

  
  

  
  

  Customer response

  06/24/2024

  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. After the initial communication from the business, issue was not addressed correctly. I emailed and back and after five days did not have a response. Below the email from the business is the email I sent. There are still four open accounts, and three of which show a balance due. 
  
  Good Evening ********,
  
  TASC has been notified of the complaint you filed with the Better Business Bureau. A resolution ticket has been opened and assigned to me and I will be your single point of contact until this issue is resolved. I apologize for the frustration you have experienced. Orange County Public Schools has confirmed that you should have been billed $51.82 for February for premiums and $1036.50 for premiums for March through July for a total of $5234.32. I have also confirmed you made the following payments:
  
  03/23/2024 - ACH for $1144.80
  03/23/2024 - ACH for $1144.80
  04/01/2024  - ACH for $1072.82
  06/09/2024  - ACH for $1871.90
  TOTAL PAID  = $5234.32
  
  The root cause of the issue, despite the many service requests, is TASC applied $1036.50 to February which is why your projected paid through date is 06/30/2024. I have already contacted both my COBRA and Finance Teams to get the February payment corrected and to update your account so the paid through date reflect 07/31/2024.
  
  I did see your email dated 06/17/2024 that your dental and vision coverage is ok and that medical and prescription were terminated effective 05/30/2024. TASC has received confirmation from CIGNA that your medical coverage has been reinstated with no gaps in coverage. We are still waiting on CVS to confirm active prescription coverage. I would ask that you call CIGNA and confirm that you are active and also check with CVS to confirm that your prescription coverage is active as they do not always send us confirmation.
  
  I am required to respond directly to the Better Business Bureau and will notify them that a Resolution Specialist has been assigned to your case and will be working directly with you to resolve your issue.
  
  I will update you as soon as the account is corrected. If you have any questions please email me. You do not need to submit any further service requests or call into ************* for this issue as I am your single point of contact.
  
  Thank you,
  
  ********************* | Customer Satisfaction *********************************************************** (TASC)
  e: ************************************************
  p: ******************
  

   

  Good afternoon, 
  Once the issues have been resolved I will withdraw my complaint. At this time though the issue was not a misapplied payment for February nor has it been resolved. There are four open accounts, none of which are correct, and each time a ticket has been put in something else gets messed up. I understand what the correct amount should be, there are two service requests with them, one that states complete, when it was not, and another that is still open stating that my account is completely messed up. At the time that my insurance was first canceled 4/30/2024,  I had an overpayment that was also not being applied correctly. At no time has my insurance been reinstated by TASC, it has all been through my work contacting Cigna on my behalf. 
  
  
  On 6/7/2024, my coverage was termed again, and work fixed this as well. On 6/13/2024 it was again termed, which work again fixed on 6/18/2024. I am attaching a word document that has the accounts, termed insurance picture, and transactions that occurred. I can attach more documentation if needed, but the resolution is simple. Make one account correct, delete the others, and maintain my coverage through 7/31/2024. It is not feasible to expect people to pay for their doctor visits and prescriptions out of pocket when the issue is not even their fault. Nor should it have come to me making a complaint for this to get "resolved". 
  Thank you, 
  *******************************

  Since this email the ticket that was open has been marked complete when it is not. 
  
  Regards,
  
  *******************************

  

  Business response

  06/24/2024

  Hello,

  Ms. ******'s account has been corrected and her paid through date is 07/31/2024. There are 4 accounts under her profile at this time. Two of the accounts are INACTIVE. One of the ACTIVE accounts will go INACTIVE after 07/01/2024. These three accounts were created in error. Ms. ****** will have one ACTIVE account that reflects the correct premium amount and correct paid through date. A Resolution Specialist has communicated this information to ****************** directly and continues to work with her to see if the three INACTIVE accounts can be deleted from her profile. Cigna has confirmed with TASC on 06/18/2024 that her medical coverage is active with no lapse in coverage.

  Please let us know if you need additional information.

  Thank you.

   

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for COBRA online through TASC on 2/28/2024. When signing up, the website made me enter information twice, which then ultimately signed me up for both involuntary and voluntary COBRA. I called them and they issued Ticket ***1001028030 to get this resolved.I called again on 3/11/2024 and the ticket was still open I called again on 3/14/2024. Still no resolution, but they told me to send the check for coverage and state for involuntary COBRA. I then mailed a check to cover for both Feb and March payment.Sent another check for April.Called on 4/10/2024. They stated they issued a Technical Ticket OSD-***** as they were having issues applying my money to my account.4/30/2024 sent check for *** payment Called on 5/8 and they stated they re-opened the *** ticket as this was not resolved on their end. After stating I would issue a complaint with the State of MI if this wasn't resolved, they resolved the money portion on 5/9.5/13 - I received my check back from TASC stating my payment was over the 30 days past due. I have re-sent them my check that was dated on 4/29/2024 for *** on 5/14/2024.I still am showing no BCN coverage when I log onto the BC/BS/BCN site. They state I can just pay out of pocket and then get reimbursed when this is all resolved, but it has been going on since the end of Feb and how do I pay out of pocket and then wait for reimbursement when I have no job? I have been calling their ************* by phone at ************. How can I get this resolved?

  

  Business response

  05/16/2024

  Hello,

  A Resolution Specialist has been assigned to ************** case and has reached out to her directly. Once coverage has been confirmed by the carrier(s) as active, The Resolution Specialist will notify Ms. ***************** let us know if you need additional information.

  Thank you.

*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. ↩