PayFlex Systems USA

PayFlex seems to go out of their way to deny claims. Recently I was denied because I needed my name on the receipt. I resubmitted with my name. Then it was denied again because they wanted an itemized receipt. Of course, the receipt is for only one thing. Once, sure, mistakes happen, but it wasn’t just that once; it keeps happening.

I had received an HSA document in the mail that was a little confusing. I held off making the dreaded phone call to try to figure out what this document was because so often customer service is such a terrible experience no matter where its from, let alone a benefits company. I mean, I had poured a glass of wine because I was prepared to be on the phone for at least an hour explaining myself to some poorly trained individual who could only bounce me around to the «next available representative.» I can happily report that this was not my experience with Sarah who kindly transferred me to the correct department, and Alicia who took my call. She knew exactly what I was talking about and explained all of the details concisely AND politely! I made a point of telling her supervisor what a gem she was.

Warning to HR reps… PayFlex is ABYSMAL. Going with PayFlex will alienate your employees and colleagues.
Getting on the phone with their PayFlex reps is so frustrating. More than one rep I spoke to placed blame on me for not using their website correctly. I have had to submit the same claim 4 times. When PayFlex denies a claim, that’s it. There is no appeal process. You have to start all over from scratch.

I wish I had a choice about who managed my office’s FSA account because PayFlex is very hard to deal with: their phone system and website are abysmal. Phone calls take forever and two of the three reps I spoke with put me on hold repeatedly for no apparent reason (a few times without warning) all while disregarding about 60% of what I said. They seemed heavily focused on scripts rather than listening to my requests for information and help. I did speak with one helpful representative (to her credit, not PayFlex’s). The website doesn’t allow uploading of documents unless you have an alert about it and then it doesn’t allow you to upload any other documentation, even if the phone representative said you’d need to. The rep told me a work around but wouldn’t say if it would work and to expect a letter denying payment then another chance to provide documentation «letter of medical necessity» from a doctor I’d worked with 5 months ago.
This all started when PayFlex sent me a letter demanding documentation that the procedure was paid for. They continued demanding different types of documentation and I’ll hold them to pay in the end, but I suspect many people don’t have the time and energy to complete the ridiculous amount of paperwork and runaround PayFlex puts us through while already dealing with stressful medical problems. I think they do it just to avoid paying legitimate claims and it disgusts me. I’m going to my employers to insist on the different FSA provider.

Never again! Employees are incompetent. They keep on freezing my card because they find my co-​pays and medical office visit payments ineligible. Or that I should have only paid $ 20 instead of $ 160 for a physical that my insurance did not pay for – so the will only cover the 20!!! My pockets are dug into many times over because I’m still paying over my supposed benefits. I’ve spent more money than what the plan was intended to do. Faxes cost me approx $ 7 – 10 at Staples for each expense they deny. I’m Having to spend money from my banking account on covered expenses because they have frozen my Acct. For 2015 they are still holding $ 900.00plus of my money !! I had to select 2016 benefits at work in October/​November 2015. 2k selected. I doubt I will see more than 20%. I’ve never had so much HATE for a company. Many nurses I work with stopped using this «benefit» because of problems with Payflex. They won’t be stealing my money again to invest in their financials after this year. NEVER EVER will I ever sign up for flexible spending if the thugs at Payflex have anything to do with it!!!

MINUS –10 Stars!!! I am beyond frustrated «Payflex»; I have been dealing with a FSA debit card issue for over 2 months and over 15 phone calls to PayFlex to resolve their refusal to honor 2 transactions for Medical and Dental. Every time I called, one of their reps gave me different information on the status of paperwork I faxed AND mailed to substantiate the two charges. Each rep would ask for receipts, then another asked for a ledger, then another asked for a Letter of Medical Necessity, then another said I had to submit an EOB. All of which I have submitted and called to check the status each time to make sure it was reviewed and nothing further was needed. Meanwhile, I am paying out of pocket for medical expenses while my paycheck deducted money is being held hostage by PAYFLEX. I called again last Friday and thought I had finally reached a rep that could help me get everything reviewed and cleared. She assured me that all my paperwork was received and the EOB was being reviewed AND that my card should be cleared by Monday ⁵⁄₁₆. TODAY, 5 – 17 I called to check if my card is ok to use because I need to pay for prescriptions at the pharmacy and spoke to Ken who told me my FSA debit card was still suspended for denied claims. I could not believe what I was hearing. I explained to him that I have complied with EVERY piece of paper or documentation that has been requested and I cannot understand why MY money is still NOT available to use; that is just unacceptable! Ken finally took a moment locate all my paperwork and told me it would take ANOTHER 7 BUSINESS DAYS TO REVIEW!!! WTH!!!
This PayFlex company is HORRIBLE and I will be submitting a letter to my company’s benefits director as I see now I am not the only hardworking citizen to be cheated by PayFlex’s unethical business model of arbitrarily holding people’s money. Furthermore, Payflex has the worst customer service I have EVER dealt with, no formal escalation policy to speak with a manager when a rep is being disrespectful. I was near tears after speaking with a payflex rep that had no desire to locate my paperwork, and proceeded to talk over me. At this point I feel as though this «business» has no intention of releasing MY funds to use and I am baffled at how PayFlex continues to get away with this. Dealing with PAYFLEX has been an absolute nightmare!

If it was possible to give negative scores, they’d get it.
Horrible horrible company. I’d rather pay the extra taxes then to have to use this company again for an FSA. Their website is horrible. Their communications are horrible. You have to submit everything multiple times because they can’t or won’t tell you in a single communication the things they want to process your claim. They ask for an EOB. You give it. They deny the claim saying they need a receipt. You give it. They deny it saying they need a copy of the check or proof the payment was made. You give it. You finally call and the customer service is even worse then the website.
Every single transaction was like this. I even thought I’d gotten adept in knowing what they’d want so I’d provide it up front every time and they’d find other arbitrary, meaningless things to ask for just to delay the claim process.
Just a horrible horrible company. They make it as difficult as humanly possible to manage your HSA/​FSA.

Ufff! Wher do I start?
The earlier administrator for Benefits for Accenture was YSA. In hindsight they were so much better than Payflex.
I have faced 3 – 4 major issues with Payflex, the resolution for which has not come from them:
1) HSA A/​c: This the 1^st entitty that charges a monthly administration fee for maintaining investments with them. Though the fee is small, given that portfolio itself is small, the expenses are quite significant
2) Miscategorization of FSA:
My FSA was miscategorized as Limited FSA. I must have spent 20 hrs following up, explaining them that it is an error and thet need to change it. They had miscategorized it as Limited FSA because, I used to have a HSA from previous years. Finally, when I moved my HSA to Wells Fargo, they recategorized it a Full Service FSA
3) FSA Claims
I submitted all my claims on a time against FSA A/​c. However, due to some bug at their end, the payments kept getting deferred everyday even though the claims were approved. I have been chasing them for over a month without a resolution in sight
4) Commuter FSA
My balance of $ 1300 which was present in YSA Card A/​c was not made available in Payflex account due to migration issues. Eventually, I had to forfeit most of it as I switched my employer.
I strongly discourage anyone from using Payflex

Payflex is the worst company on the planet! They are denying claims because they don’t like the receipts that other company’s are providing. Acupuncture is covered and I received a discount. The company that provides the acupuncture sent a ledger. Payflex won’t accept a ledger or a hand written explanation. Now I have no other choice but to have the company where I purchased the acupuncture from to refund the charges since I have never used them. Next year I will leave $ 1000 on the table because it is not worth the time and effort that I am exhausting. If you can’t be sure that they will pay for eligible expenses with you own hard earned money whats the point?

Payflex is a piece of garbage company. I have worked in benefits in the HR side for 15 years and have never experienced such terrible service. Payflex goes out of their way to deny claim and with hold the employees hard earned money. Dealing with their claim service in which they will deny claims for arbitrary reasons such as it has the name of the dental group but not the name of the provider. Or if you pay for your service because your insurance doesn’t cover the crown they will just keep denying your claim even after calling every month and them saying they need itemize documentation. When you finally get a hold of a supervisor they finally tell you that you need and EOB and when you explain that you don’t have one because insurance didn’t pay for anything they tell you that you need to get proof that insurance didn’t pay for your dental work. How are you going to get proof that something never happened. Sadly my company is a mammoth company and while we have changed our FSA providers for the group that I manage I sadly am stuck with this poor excuse for a TPA that denies things that no other TPA has ever had problems approving. This company makes it so that dealing with them isn’t worth any tax incentives. I will be keeping my hard earned money and my sanity come next plan year.
Adam M if your best experience is with Payflex/​Health Hub I am so sorry for you. The website is garbage and they don’t ask enough questions to substantiate a claim just so they have another reason to hold on to your money.

I’m glad I finally decided to opt out of Pay Flex FSA. They need to verify every single claim.
And now, the balance is not carried forward at the end of the year. Are you kidding me? How would any one know how much they would be spending every year on Medical Expenses? Its not like sickness comes with a schedule and an estimate. Any tax savings I make are gone at the end of the year. All I’m left with is an year of helping them verify every single claim.
No Thanks PayFlex!

Impossible to get a hold of customer service. I’ve been trying to get a hold of someone on their customer service line. I haven’t even been put on hold yet, it just keeps disconnecting me. I’ve had all of my information handy and input it when told, but the call drops every time.

Oh, I wish Unilocal had negative scale for this company!!!
No kidding, I have submitted a silly medication expense claim through my FSA account over 10 times (internet and mail combined). Very simple claim is being denied every time with absolutely no explanation as to why. I filed an appeal and still could not get any explanation from PayFlex. Then I decided to call PayFlex «customer service» (I am afraid they cannot even be called that) representatives over 5 times and finally got a hold of their manager who has assured me that my claim would be paid out within the next 3 – 4 business days and that there was «some kind of mistake». It has almost been a month since that conversation took place and almost two months since my initial attempt to get «my earned money» back, so I am pretty much at the point where I am almost ready to forget about my FSA account and its remaining balance, because it is not worth the amount of time and stress I have invested in one stupid and simple claim. And that is not counting all that time it took to re-​submit each claim due to poor IT infrastructure of PayFlex. It takes sometimes over 30 – 40 minutes for one claim to be submitted due to slow download and upload speeds of PayFlex website and /​or because it would crush every other time for no reason. I am 100% sure that PayFlex’s other service would have similar «standard of practice» :)
Please stay away from this scammer even if you feel like you have no choice. There is always a choice! I would not want anyone else to go through the same experience. This vendor (PayFlex) is actually one of the reasons I am thinking about quitting the company I work for, because if employees are valued that much and being «forced» to deal with such companies as PayFlex, I am probably in the wrong place to begin with :)

Worst costumer service, nothing but lies. I lost out on $ 1500 because they lied to me.

I have never worked with a more incompetent company ever! They need to be put out of business as they are useless! The employees must be getting paid under minimum wage as they don’t seem to care either!

Payflex is the worst! My employer switched over to this company and it’s been a thorn in my side. My dashboards indicates my claim was approved and the deposit would made to may account on the 15^th of the month. OK no deposit, maybe bc it’s President’s Day (will see what happens tomorrow). I got a explanation of payment note in the mail from them stating my 62.20 claim was denied. I sign back on to their website and my dashboard indicates two transactions one states 62.20 denied and the other states 62.20 paid.
Bottom line Payflex isn’t efficient nor is their website user friendly. Save yourself the headache and avoid their health FSA plan.
Also, I called and inquired if they had a list of what exactly I could use my FSA card on and they told me «no» they did not have anything written other the Common Eligible and Ineligible Health Care Expenses list.

I recently submitted my first claim into them and it was rejected stating that the service date had not occurred yet. The reject notice had a service date for 4÷14÷2016. I had sent in a PAPER FORM WITH RECEIPT clearly showing 01/​14/​2016. Amazing. it seems they simply like to reject claims for no real reason. The HSA provider my company used in the past (or who Aetna used in the past) was excellent and worked seamlessly. I am thinking that the low bidder was selected here. Thanks for nothing Payflex.
Also I called today to address this issue and their computer systems are down. I have a feeling this will be a long drawn out battle simply to get access to money that I am paying out of MY PAYCHECK for the small benefit of tax free benefits. Not worth the aggravation.

Health Hub is so much better than the company my HR department switched to. They processed claims extremely quickly, had great HR, and an easy-​to-​use website. Wish we never switched.
I think this review score is skewed because no one is provably motivated to say anything nice about their FSA provider if it functions as it should. It’s not sexy or interesting like a restaurant or hotel can be. But after seeing the competition, they deserve some love!

I have only had the ability to use my PayFlex FSA card for a whopping 3 days as of today as it is 3 days past the first of the year. I hate this card. I have had nothing but issues using it online to the point that I thought it wasn’t activated.
I called customer service and was informed that the card will be declined if their system does not deem a website as one that would be appropriate for FSA fund usage. That is all well and good if I haven’t been trying to buy glasses from reputable companies such as

and even the smaller guys out there.
I had no issue placing a contact lens order through
and placing another order through
(they happen to be sister companies) but have not had any success when it comes to buying glasses online. I did mention during my call that limiting the card acceptance to purchasing from my eye doctor or Len Crafters forces me to overpay for something I can get for ¹⁄₃ of the price online. I was told their should be no issue running this through a brick and mortar eyeglasses store and that pharmacies are always approved. I did use it at Rite Aid for a prescription with no issues later that day which I was happy about.
I will mention that customer service is nothing but pleasant. I know that who I speak with is not who is making the rules. I have used other FSA companies in the past with previous employers and was always able to purchase from where I want — only asked to produce a receipt if it was questionable! PLEASE, PayFlex… get with it and let me use MY MONEY where and how I want (within the FSA guidelines) so I can price shop like I would with any other purchase.

It is shocking that a company this inept is still in business.
I used my Payflex debit card to pay for some prescription glasses. The money should have come out of my Limited FSA, but it came out of my HSA instead. To fix this, they told me I had to file a claim against the FSA, wait to be reimbursed, then deposit the money into the HSA.
To deposit the money into the HSA, I have to print out a contribution coupon and mail them a check. Seriously. I’m surprised they didn’t specify that it had to be sent via Pony Express.
Their system is supposed to know which account to charge. In the event of mistakes, they should be able to transfer money between accounts to correct these problems. If they can’t do this, at the very least I should be able to transfer or deposit the money online. (On their mobile app — which is also near useless — there is a «deposit» button, but it’s inactive.)
Their phone reps are all very friendly, but they aren’t well-​trained. Every time I asked a question (all very basic), she put me on hold to go research the answer.
This company seriously needs to get their technology out of the 80’s.