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:03/17/2025

  Type:Product 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.

  My *** account was closed in December 2024. They informed me that they would send me a check to close my account, but after waiting for a long time, it never arrived. Then, I received a tax form from ***********. I requested a new check, and after many requests and a long wait, I finally received itbut it was from a different bank that did not match the tax form they had sent me. I requested an explanation, but they ignored me. They have messed up my taxes, and I need them to correct my documents.

  Business Response

  Date: 04/04/2025

  The member's employment, and therefore *** eligibility ended on November 28, 2024, at which point their *** account was closed. In accordance with our procedures, a check representing the remaining funds in their *** was issued. This check was issued by our *** banking partner at the time, ***************, which was responsible for the disbursement. The tax form was completed by our current bank as it was created post transition, and the tax form was accurate with the amounts and everything submitted to the ***. No taxes have been misfiled or advised incorrectly. Below is a timeline of events.
   
  On January 19, 2025, the member reached out to us indicating they had not yet received the check. Our support team responded the same day, confirming that *************** advised checks were expected to arrive between mid- to end of January. The member was advised to reach back out in early February if the check had still not arrived. At this time we did not have any check information.
   
  On February 6, 2025, the member followed up to report they had still not received the check. Our team verified their mailing address and confirmed that a replacement check would be issued. During this interaction, the member expressed concern about potential tax implications if the funds were not deposited into a new *** within a certain time frame. While our support agent did assist with reissuing the check, we acknowledge that this specific concern was not addressed directly in the response, and we regret any frustration that caused.
  The member reached out again on February 19, 2025, noting they still had not received the reissued check. At that time, our team informed them that the replacement check could take an additional 24 weeks to arrive, per the issuing banks timeline.
   
  On March 3, 2025, the member confirmed receipt of the check, but expressed confusion because the check was issued by ***************, while the accompanying tax form (1099-SA) was from Thread Bank. The member requested that this discrepancy be corrected so that both the check and the tax documentation matched. Our support team acknowledged the discrepancy and escalated the concern internally for investigation. However, we acknowledge that as of two weeks following that communication, the member had not yet received a further update. We understand how delays in communication can add to a members frustration, especially when related to time-sensitive tax matters.
   
  We want to clarify that the transition between banking partners (from *************** to ***********) occurred during the same time period and may have contributed to the member receiving documentation and disbursements from different institutions. While the funds were correctly issued and the tax documentation reflects the correct distribution activity, we understand the confusion this caused and are actively working to ensure that the member receives a clear and accurate explanation. There is nothing to change or update at this time.

• Initial Complaint

  Date:12/11/2024

  Type:Product 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.

  Forma has sent me the wrong product, was notified the same day of delivery and refuses to take the item back. I do not want and cannot use the product. I have requested for Forma to return or replace the product and have a manager contact me; however, Forma refuses to do so. They continue to give the same generic response and refuse to assist me: Hi ********,Thank you for reaching out.The functionality of this product was clearly specified on its product page (please see the attached screenshot). It is a cooling fan designed for computers, not a desk fan. As the vendor delivered the correct product, we regret to inform you that we are unable to process a return or refund for this item. We hope this clarifies your concern! Please feel free to reach out if you have any additional questions. Have a great day,Forma Fulfillment Team

  Business Response

  Date: 12/16/2024

  Thank you for letting us know about the inquiry about an item return from our online store. 
   
  For each return request, the team reaches out to the Vendor (who the order is placed with) on a case by case basis to see if the Vendor will accept the return. The return label also must be sent from the Vendor to the member for return. Forma is only able to process and facilitate the return of funds once we receive confirmation from the Vendor the product is returned. Forma is not the one processing or creating the physical return.
   
  Vendors only accept to complete a refund/return for the below cases:
  -Product malfunctioning
  -Damaged product
  -Wrong product delivered
  -Missing shipment
   
  Timeline of events:
  -Item was ordered on November 13th.
  -Item was received on November 27th.
  -Member reached out to our Support team on December 2nd requesting a refund. 
   
  In this instance, the member noted that the item was not as expected. The member expected a desk fan, however, the product was a computer/laptop fan. Therefore, a return is not eligible for this item per the Vendor. In the description of the item on the store, it states clearly "These are computer cooling fans". We do not sell desk or home fans. Upon contacting the Vendor they will not return the item as it was not defective, damaged, incorrect, or missing. The member has been advised of this information numerous times after we have reached out to the Vendor for a response. The item is unable to be returned per our guidelines. 

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22672735
  
  I am rejecting this response because: Forms scammed me and is forcing me to have a product that I cannot use and do not want. The product has not been opened and they were contacted the same day it was received. Forma needs to accept the item to be returned immediately.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:06/14/2024

  Type:Product 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.

  HORRIBLE COMPANY TO WORK WITH! I have two thousand dollars ($2000) in benefits with Forma but i donot have a card that allows me to access or use my benefits. The card that was issued does not exsist in their system. When I contacted the card activation line, I was informed that the card cannot be located and therefor it cannot be activated; and that there is no way to issue a new card. When i advised the agent that I contacted the only number on the card ***************), the agent says that they don't have any further information or a phone number to help resolve this issue. ITS BEEN 6 MONTHS AND I STILL CANNOT USE THE BENEFITS THAT I AM PAYING FOR.

  Business Response

  Date: 06/26/2024

  The member who submitted this statement has a Member Funded Account, which means the employee contributes to their wallet for their pre-tax expenses (FSA and DCFSA).
  
  The member stated that they have contacted card activation line, and did not receive the support needed for their card to work. 
  
  Upon searching internally, we have not found records of the member reaching out to Forma Support for assistance.
  
  Forma has reached out to the member directly to assist them with their card activation issue and replace the card if it is needed.

• Initial Complaint

  Date:05/09/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  In attempting to consolidate my HSA accounts with **********************, I closed my HSA account with WEX. I initiated the transfer of assets on on 2/12/24 and received confirmation of this closure on 2/15/24 (screenshot attached). The amount being transferred to Forma through BlueRidgeBank was approximately in the amount of $3,780. Forma has confirmed their HSA transfer process takes between 6-8 weeks from the time of submission however, it has been 13 weeks and counting with no word from Forma or the bank whether my check was been received. I have been following up numerous times and have been receiving a templated answer (email thread attached). I confirmed with WEX the check number is: ****** and Forma is unable to confirm receipt. It has been over 3 months since that check was sent out and I have lost 3 months worth of investments/interest and have been unable to use those funds for critical medical needs. This is unacceptable as their customer service was of no support and their timeline was bogus. I would like confirmation my check has been received and processed. If this was a well established company, this process would've been more seamless.

  Business Response

  Date: 05/29/2024

  The member who reached out about this issue has been in contact with Forma, and Forma with them, multiple times with information on next steps. In the end, there are no further steps Forma can take as the check in question never was received by the bank or Forma. Check reissuing is the next step the member will need to take.
  
  Here is the record of communication with the member. February's first reach out (21st) was related to not being able to login, which the member has to log in through their employer. And the second (February 29th) advising Forma they had received confirmation from WEX that the funds had been transferred. We advised that transfers take 4-6, even up to 8 weeks and that once we received the check it would be reflected in their account. 
  
  On March 20th the member reached out stating it had been 5 weeks since the account closure, and we again advised of the timeline. These transfers are bank to bank and Forma does not have any visibility. Internally, we reached out to the bank and to other internal teams and were told there was no check.
  
  On April 1st the member reached out stating it had been 8 weeks with a transfer date of 2/12/2024. Internally, Forma had already been reaching out to the bank and to internal teams to search for the check. The Support team had been advised again on this inquiry there was still no check. 
   
  On April 15th the member reached out again advising it had been 9 weeks since the closure. At this time we had advised that a check for $160.05 was received on April 5th which is in process. The member states there is a $3,000+ check, but advised that we do not have any record for a check of that size and we asked for the check number. Member sent Forma the check number, and it was sent to the bank for review. The Bank responded on 4/18 stating there is no check of that size. On 4/25 we advised the member again there is still no check for the amount stated, and that most likely it had been lost in the mail. 
  
  We have advised the member to have the check reissued, and once we have it in hand it will be expedited to their account. At this time the check still has not been received, and reissuing the check would be the next step. There are no further steps Forma can take as the check never was received by the bank or Forma. 

  Customer Answer

  Date: 05/30/2024

  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.
  
  Sincerely,
  
  **** Del ********

• Initial Complaint

  Date:03/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  The customer service for this company is absolutely horrible! It is outsourced, so as usual, that is an issue. They do not care what happens here overseas. I have been having issues with the benefits claims since February 15th. I have suggested to be escalated for technical issues, however, they are not doing that. I asked if a check can be issued since there are problems with their system. They won't do that. The company doesn't have a direct phone number. The address listed may not even be valid as they claim to be remote first. The products are great, but the customer service is lack luster. They have technical issues, and do not resolve them. They will say they are escalating a case but not. You request to speak with a manager, but they will not transfer you or escalate a known issue. It's terrible. Now my financials are being impacted because I was dependent on these funds, and they are not posting. So now, I am having a serious issue behind it. They owe me $413.36. I don't know what I am going to do at this point. I am in a jam thanks to them! The only way they have listed to contact this business for customers is by email at *********************************** They also have a chat option. No phone number. Perhaps you may have better luck getting a hold of someone locally.

  Business Response

  Date: 04/10/2024

  The member who submitted this statement has an Employer Funded Account, which means their employer gives the member money to use for several types of expenses of their choosing according to the policy.
  
  The member had 14 claims submitted and reimbursed prior to the current issue. Recent claims on February 15th (one claim), and March 7th (three claims), all failed to reach the members bank account. Upon the first two outreaches to Support, we immediately advised that the error we see is Account Closed, meaning we tried to send the member funds but were returned. The member confirmed that account was closed, and we asked them to relink their account.
  
  The account was relinked, however, the closed account was linked again. Once the member linked the correct account, we were able to reimburse the member. This was confirmed with our internal teams multiple times. The errors were caused due to the closed bank account, and that ************************ not being updated with us before the next claim processing. Due to the timing, and the payments being caught up with the prior closed account, there were two reimbursements sent. One on March 17th ($115.65), and the remainder on March 31st ($413.36) which coincided with the claim groupings. We advised the member on March 14th and March 28th, respectfully, that the payments were on their way.
  
  All issues have been addressed prior to this outreach, as the member stopped responding to us on March 28th when we advised the funds were on the way. We followed up 4 additional times providing updates, but received no response from the member for confirmation.

  Customer Answer

  Date: 04/11/2024

  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. I finally spoke to someone that provided details better then who this person is reporting. I finally received my funds. 
  
  Sincerely,
  
  *************************