This service misrepresents the ease of their FSA card program. This year, my employer transitioned from our previous FSA provider. I had a transaction that required a receipt for records. After I uploaded the receipt, they requested another one a few days later without specifying that it needed to be itemized or an explanation of benefits; it simply stated 'additional receipt.' I submitted another receipt, assuming the first one might not have been clear. However, since the second receipt lacked the transaction date (my oversight for not providing the complete receipt), they denied my claim and locked my card without prior notice, only informing me via email afterwards. When I called for clarification, I waited an hour and a half to speak to a representative, who explained that my card would be unlocked once my payment processed. He also mentioned that another one of my receipts was insufficient because it was the doctor's office slip for a copay. I’ve used similar receipts with other FSA cards without issue. This one had my name, the doctor, the service date, the card used, and the amount paid. However, since it didn’t specify the service details, they insisted on an itemized statement with diagnosis codes, which I believe is unnecessary, or an EOB, which also includes diagnosis codes. They also informed my employer that employees are given two weeks to provide the required documents before locking the card, which is misleading. The claim that led to my card being locked was processed on 01/04, the request for an additional receipt was made on 01/08, and the notification about the card suspension was sent on 01/11. That’s not two weeks. If EOBs and itemized statements are required, it’s likely that obtaining these within two weeks is unrealistic, as it depends on the medical insurance’s claim processing speed. This situation indicates I won’t be able to use this card at my doctor’s office, as that’s what is typically provided at the time of service, and they don’t allow adequate time to respond before locking my card. Stop misleading employers about the simplicity of your services, and stop deceiving employees regarding the notice and time given before locking their cards, because it simply isn’t true.
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