Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/20/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started up a trust with Wispact with the assistance from attorney, *********************. Around 4-22-24 Wispact, hasnt been paying bills for me. My rent has not been paid for 2 months. My Credit cards also are not being paid. Ive been paying late fees. My cell phone has been turned off because of no pay. Every time I talk to somebody at Wispact. They tell me that they will get back to me. And dont. Im losing my ability to live independently and at risk and vulnerable as a disabled individual!

  Business Response

  Date: 09/09/2024

  ******************************* is a Beneficiary of Wispact trust. Our trusts are designed to allow payments to vendors for the sole benefit of that Beneficiary in a manner that will not endanger that Beneficiary's public benefits.  Our Distribution Process, or the protocol for the payment of invoices/bills, from a Wispact Trust, must follow the requirements set aside by the ****************************** (POMS regulations) and ******** (*********). One of the primary responsibilities, of our Beneficiaries or their Advisors, is supporting documentation for requested payments from trusts. Without documentation, a distribution of cash would be determined to be a disbursement of cash, which would endanger the individual's standing with either SSI or ********.

  ******* has sent in numerous requests for distribution without any supporting documentation, or without the information Wispact has asked her to provide per our requirements. *******'s Beneficiary Specialist (sort of like a trust account manager) has made a number of requests for supporting documentation for requests, and even the Beneficiary Specialist's Manager, has made three attempts to obtain ******** current rental agreement and information needed in order to make a rent payment for her. The requests that have been made for this documentation have not been responded to by *******.

  
  *******'s Beneficiary Specialst is currently working with ******** sister, and advisor, to work through the requests that are still pending and where additional information is needed.  To date, Wispact has made payments for *******'s cell phone, several credit cards, and just recently a payment for her rent, as the lease was finally provided to Wispact. So, we continue to work with *******, and her sister, to gain the supporting documents required for her remaining bills to be paid.

  Please let me know if you should have any additional questions.

  Regards,

  *********************, Ex. Director, Wispact - *********************************

• Initial Complaint

  Date:11/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied to wiscpact to be reimbursed for milage visiting my mother in a nursing home. They wont let me get reimbursed for prior to jan 2022. That money is in trust for my mother and she wants me to be reimbursed for my milage.

  Business Response

  Date: 01/04/2023

  Wispact has had several correspondences with *********************** regarding her request to receive a mileage reimbursement for automobile trips to visit her mother at the facility where her mother resides. To ensure a clear understanding of the roles of all parties, I wanted to define them here:

  
  

  • *********************** - Beneficiary, of a Wispact Trust, for whose assets are held. The primary goal of *****' Trust is to ensure that her assets are managed within a protected Trust that ensures her continued eligibility for means-tested benefits, such as SSI and ********* *********************** is Wispact's client.
  • ************************************' daughter and POA Advisor to *****' Trust. This designation allows ***** to make distribution decisions on behalf of *********** 
  • ************************************' daughter. Does not have an Advisor classification. ***** does not have authority over distributions made from *****' Trust account. 
  • Wispact - Wispact is trust Establisher (Settlor) and trust manager.  Wispact, as directing party, chooses the trustee, sets policy for the trust, and makes all decisions related to distribution of trust assets to benefit the primary beneficiaries. Wispact has Fiduciary responsibility over all our Trusts, including *****' Trust, to ensure that all distributions are made for *****' sole benefit and that her assets are maintained through the utilization of a Trustee (asset management) and investment management (True Link Financial).

  Wispact, as the Trust Manager, must ensure that all distribution requests (mileage reimbursement request in this case) are processed with the accompaniment/review of supporting documentation; and those distribution requests are made in a timely manner.  Wispact employs a 'best practice' protocol of being able to consider requests as far back as 6 months, but not after this time. The reason being is that there is an issue, as accompanies fiduciary oversight, that Wispact has accurate documentation of expenses/receipts/mileage to ensure that certain expenses were actually incurred. 

  
  

  With that said, Wispact has the authority to approve expenses over 6 months with extenuating circumstances such as issues of financial hardship. Wispact decided to make an exception, to our 6-month lookback period and approve a mileage reimbursement, to *****, going back to the beginning of 2022. That mileage reimbursement was for $700 +. ***** was then instructed to submit mileage reimbursements, for future mileage, moving forward. 

  
  

  Once reimbursed for 2022, ***** approached Wispact about reimbursement, for mileage, going all the way back to 2019. We do not have any documentation accompanying this request, and she is once again asking Wispact to once again not follow the best practices for the management of Wispact's fiduciary responsibility and approve expenses reimbursements going back 2-3 years. With that said, I explained in the following email that in order for such a reimbursement to be considered, Wispact would need documentation of said expenses. Further, we explained that such a distribution request would require the signature of *****' Advisor, ***********************, for the reimbursement to be considered. This is the email message I forwarded to *****, stating as such, on Dec. 29th:

  
  

  Hi *****,
  

  
  

  In order for a distribution request to be considered, we will need documentation of the mileage and we will need *****, as Advisor, to sign off on the reimbursement request. Before we can process any further distributions, we need to ensure the validity of travel dates and mileage. 

  
  

  The reason why we don't consider distribution requests, over 6 months, is that is difficult to ensure that the expense actually took place. We have fiduciary responsibilities over all our sub-accounts, of which ***** is one, which means that Wispact is required both legally and ethically to act in the *****' best interests. We take this responsibility very seriously to ensure that we are protecting *****' funds, as we do with all our Beneficiaries, to the highest degree.

  
  

  So, please forward the documentation of your mileage, which should include dates, miles and starting and ending points for each trip, at your earliest convenience. Once received, Wispact will review the request, once we have acquired *****'s, as Advisor, signature approving the request, before we will be able to consider an approval of your expense reimbursement.
  

  
  

  At this time, Wispact has not received any documentation as to what mileage ***** is wishing to have reimbursed. So, we do not have any documents to even consider at this time. I understand that *****'s statement that her mother wants her to have her mileage reimbursed, but we have no documentation indicating as such. With *****'s (as Trust Advisor) approval, Wispact would be able to consider the reimbursement request. There isn't a guarantee that Wispact will be able to approve of such a request, but proper documentation and authorization is required before a review can be conducted. Wispact, as codified in its Master Trust agreement, has complete authority over decisions involving distributions from trust accounts, as trust establisher and Trust Protector under Article X of Master Trust I:

  
  

  ARTICLE X:  Management and Directing Role of Wispact, Inc.

  A. General Powers and Duties. Wispact, Inc. is the establisher of the Trust and is the Trust Manager, Directing Party and Trust Protector, as provided in this Declaration. Wispact, Inc. shall manage the Trust, as required by 42 U.S.C. 1396p(d)(4)(C) and by the charitable purposes of Wispact, Inc. Wispact, Inc. has full power and authority in its absolute discretion, without recourse to any court or any notice whatsoever, to do all acts and things necessary to accomplish the purposes of this Trust, and to perform its duties as Trust Manager, Directing Party and Trust Protector, and to do such other acts or things concerning the Trust as may be advisable and as the Trustee and Wispact, Inc. shall agree.

  
  

  I understand that ***** is frustrated with our procedures, but our procedures are in place to protect her mother's trust, as they are in place to protect the estimated ***** Trusts under our management. 

  
  

  Hopefully, this helps to clarify this situation and adequately addresses the complaint filed by ****************. Please contact me if you should require any additional information. 
  

   

  

  ************************ | Executive Director

  Wispact, Inc. 

  226 ***************

  *******, ** 53714

  p ************ ext 201

  f  ************ fax

   

  The Wispact office will be closed on Friday, December 30th and Monday, January 2 in observation of the New Year. Please plan your distribution requests accordingly.

   

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