Complaints

This profile includes complaints for Chard Snyder, a WEX Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Chard Snyder, a WEX Company

  6867 Cintas Blvd Mason, OH 45040-9152

• 

  Chard Snyder, a WEX Company

  P.O. Box 249 Ft Washington, PA 19034

• 

  Chard Snyder, a WEX Company

  3510 Irwin Simpson Rd Mason, OH 45040-9744

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:05/02/2025

  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.

  I enrolled in Cobra insurance coverage and made my first payment on 4/24. I went to the doctor yesterday and they said I don't have any insurance coverage. They also placed a prescription order and I was told I don't have coverage for that, either. I called Chard Snyder and they support person didn't know what was going on and wasn't helpful. I need the coverage I paid for.

  Business Response

  Date: 05/22/2025

  Chard Snyder is a third party administrator that provides COBRA administrative services on behalf of employers pursuant to service contracts with employers. Chard Snyder is not an insurance carrier and does not have access to or control of the records or processes of insurance carriers. Once we send notification to the carrier, it is the carrier's responsibility to update its records. All premiums received by Chard Snyder are remitted monthly and are not retained by Chard Snyder.
  
  Chard Snyder received and processed the participant’s election and payment on April 24, 2025, and notified the insurance carriers of the participant’s elections on May 1, 2025 using the contact information for the carriers provided by the participant’s former employer.
  
  On May 2, 2025, Chard Snyder received the participant’s call regarding the status of their coverage. In an effort to assist, Chard Snyder sent an urgent update request to the carrier on May 6, 2025.
  
  On May 20, 2025, Chard Snyder contacted the carrier to confirm the status of the participant’s coverage and received confirmation that the participant’s coverage is in effect as of May 1, 2025. The participant or the providers may resubmit any claims incurred from the date that coverage was in effect to the insurance carrier for their review.
  
  The participant may contact our Participant Services team with any questions.

  Customer Answer

  Date: 05/23/2025

  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.  Please do better in the future -- it should not take a BBB compliant to trigger action.
  
  Regards,
  
  ***** ****
  

• Initial Complaint

  Date:04/03/2025

  Type:Billing 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.

  I accidentally used my flexible spending card in February 2025 for a charge at my dentist without realizing that the service date was from December 2024. So understandably the claim was denied and I was expected to repay the amount to Chard Snyder. I have made this mistake before and resolved it by paying for FSA accepted charges with my personal card, submitting the receipt for offset of repayment, and applying the amount to the balance owed. I have made 4 phone calls to chard Snyder asking how to submit my receipt to do this, and was given 4 different answers. I was told to submit the receipt online and write offset of repayment, that didn’t work. I was told to fax the receipt and write the same thing, that didn’t work. I was told I need additional documentation…I submitted what was requested and that didn’t work and they continue to make direct deposits to my account. So I tried to call and make a payment towards the balance in the amount they reimbursed me. Also impossible, as they would only accept the full amount due. No one knows what they’re doing, everyone gives incorrect information, and they are all incompetent. Any attempt to speak with someone in a manager position is met with the response “they’ll call you eventually, keep your line open”. As of now, we’re at a standoff and I just want to repay them the money that they incorrectly deposited in my account.

  Business Response

  Date: 04/23/2025

  Chard Snyder (Chard) appreciates the opportunity to respond to this participant’s complaint. Chard places the utmost importance on customer service. It is our goal to provide high quality customer service while at the same time ensuring plan compliance.
  
  The plan in which this participant was enrolled is an employer-sponsored plan governed by IRS regulations and plan rules as defined in the employer’s plan document and summary plan description. Chard provides administrative services on behalf of employers pursuant to service contracts with the employer. 
  
  The substantiation provided by the participant was sufficient to offset this claim and no further action is required for this claim.
  
  The participant can contact the Chard Participant Services team with questions or for further information.
  

  Customer Answer

  Date: 04/25/2025

  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. 
  
  Regards,
  
  ****** *******
  

• Initial Complaint

  Date:02/18/2025

  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 signed up for this service in November 2024. I was supposed to receive a benefit card in January 2025. I’ve called several times and they keep saying my cards are still in production. This answer is unacceptable in February 2025. I want my cards now . I don’t think this is an unreasonable request. They are withholding my benefits.

  Business Response

  Date: 03/26/2025

  BBB Complaint #********
  Complainant Name: **** ***********
  
  Chard Snyder appreciates the opportunity to respond to this participant’s complaint. Chard places the
  utmost importance on customer service. It is our goal to provide high quality customer service while at
  the same time ensuring plan compliance.
  
  The participant contacted Chard on January 17, 2025 at which time a Chard Participant Services team
  member requested a replacement debit card for the participant. Due to a processing error, there was a
  delay in mailing the debit card. Chard mailed a replacement debit card to the participant on February
  28, 2025 to the address listed on his account. Chard sincerely apologizes for the frustration caused by
  this delay.
  
  Even prior to a participant receiving their debit card, a participant maintains access to funds in the
  account. Requests for reimbursement may be made by filing an online claim through the member
  portal, submitting an expense via the mobile app, or using an Out-of-Pocket Reimbursement Request
  Form.
  
  The participant can contact the Chard Participant Services team with questions or further information
  on claim substantiation.

• Initial Complaint

  Date:02/18/2025

  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.

  This account was opened unbeknownst to me, only known when I received debit cards in the mail. I never deposited funds or requested reimbursement. I have spoken with customer service to close the account. First I was told to send a letter requesting to close the account. I sent them the requested letter. Then I received an email stating I needed to fill out the "attached" form to close the account. No form was attached. I have since spoken to two customer service reps who told me they could do nothing, could not transfer me to the appropriate department, or do anything else. They are instructing me to email the company to request the form that wasn't attached. I shouldn't have to go through all this effort to close an account that I never opened in the first place.

  Business Response

  Date: 03/26/2025

  BBB Complaint #********
  Complainant Name: ***** ****
  
  Chard Snyder appreciates the opportunity to respond to this participant’s complaint. Chard
  places the utmost importance on customer service. It is our goal to provide high quality customer
  service while at the same time ensuring plan compliance.
  
  Chard is a third-party administrator that provides reimbursement account administrative services
  on behalf of employers pursuant to service contracts with the employer. A health savings account
  (HSA) is an individually owned trust account governed by IRS regulations.
  
  On the week of March 11, 2024, email notifications were sent to HSA participants informing
  them that effective Wednesday, May 1, 2024, former Third-Party Administrator was being
  rebranded to Chard Snyder, a WEX Company, and the participants benefits savings and spending
  accounts would migrate to the Chard Snyder technology platform, powered by WEX. New
  Chard Snyder benefit cards were sent to participants after this communication.
  
  Chard has conducted a thorough review of the participants account. Pursuant to the participants
  request, Chard has closed his HSA on February 28, 2025. No further action is required from the
  participant.
  
  The participant can contact the Chard Participant Services team for further information.

• Initial Complaint

  Date:01/31/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  On December 31, 2024, at approximately 10:00 PM PST, I placed four orders through FSAstore.com totaling $1,500. Chard Snyder inappropriately authorized these purchases against my 2025 FSA funds, despite the transactions occurring in 2024. This error has: 1. Depleted my entire 2025 FSA balance prematurely 2. Left approximately $500 unusable in my 2024 account 3. Created significant hardship in resolving the issue due to inadequate customer service Attempt to Resolve: - Made approximately 8 separate phone calls to customer service - Requested supervisor intervention on each call - Received only one supervisor callback (Jen) on 01/14/2025 - Multiple promised callbacks were never received Specific Issues: 1. Improper fund allocation between calendar years 2. Inability to access supervisor-level support 3. Failed escalation procedures 4. Disconnected calls when recording was mentioned 5. Lack of transparency regarding refund allocation 6. No clear resolution path provided 7. Critical time sensitivity due to 30-day return window Customer Service Failures: - Two promised supervisor callbacks never occurred - Escalation request on 01/22/2025 was never processed - Customer service representative (Christine) terminated call when informed of recording - Unable to get direct supervisor access - 3-5 business day waiting periods for supervisor callbacks not honored - Foreign-based customer service unable to transfer calls to supervisors Impact: - Risk of losing $1,500 in 2025 FSA funds - Potential loss of $500 in 2024 funds - Time spent making multiple calls and attempts to resolve - Approaching return deadline without clear resolution Requested Resolution: 1. Immediate correction of the 2024/2025 funds 2. Written confirmation of proper fund allocation for returns 3. Extension of return window due to administrative delays 4. Implementation of proper escalation procedures 5. Compensation for time spent resolving this issue 6. Written apology for poor customer service

• Initial Complaint

  Date:01/08/2025

  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.

  Chard Snyder services my employer Health Savings Account. Chard Snyder is refusing to provide my tax documents unless I agree to "You agree to indemnify and hold us, and our parents and affiliates, harmless for any loss or damage caused by your access..." This is unnecessary and unreasonable to require me to agree to these terms in order to receive the tax documents which I need to file my state and federal income taxes. Chard Snyder pays a 3rd party to offer support from outside the county. They will not identify themselves or provide any method of contacting Chard Snyder.

  Business Response

  Date: 02/13/2025

  Complaint #********
  **** *******
  
  
  Chard Snyder (Chard) appreciates the opportunity to respond to this participant’s complaint. Chard places
  the utmost importance on customer service. It is our goal to provide high quality customer service while
  at the same time ensuring plan compliance. We understand that the various regulatory requirements can
  be confusing and are often frustrating to participants and their family members. We do our best to try to
  simplify and streamline the process to make it easier.
  
  Chard is a third-party administrator that provides reimbursement account administrative services on
  behalf of employers pursuant to service contracts with the employer. A health savings account (HSA) is
  an individually owned trust account governed by IRS regulations.
  
  As part of the enrollment process for an HSA, account holders are required to acknowledge and accept the
  Custodial Agreement and Disclosure Statement. The account holder acknowledged and accepted this
  Statement on April 15, 2024.
  
  Upon receipt of this complaint, Chard conducted a thorough review of the participant’s account. Our
  records indicate that the participant’s last log in to his online portal was April 15, 2024. There have been
  no subsequent login attempts.
  
  To assist with resolving this complaint, on January 30, 2025 Chard sent the participant via a secure e-mail
  his HSA tax documents for tax years 2023 and 2024.
  
  The participant can contact the Chard Participant Services team with any questions.

• Initial Complaint

  Date:11/26/2024

  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 have had a claim denied 4 times since January due to insufficient receipts. After submitting everything Chard Snyder asked me to, including the entire itemized Explanation of Benefits, now I’m told the claim is denied because there is no date of service listed. Which is incorrect because that is found on the EOB. I have paid back this company almost $900 and can’t seem to get a penny back to help me.

  Business Response

  Date: 01/02/2025

  BBB Complaint #********
  

  ******** *****
  
  Chard Snyder appreciates the opportunity to respond to this participant’s complaint. Chard places the
  utmost importance on customer service. It is our goal to provide high quality customer service while at
  the same time ensuring plan compliance. We understand that the various regulatory requirements can
  be confusing and are often frustrating to participants and their family members. We do our best to try
  to simplify and streamline the process to make it easier.
  
  The plan in which this participant is enrolled is an employer-sponsored plan governed by IRS regulations
  and plan rules as defined in the employer’s plan documentation. Chard provides administrative services
  on behalf of employers pursuant to service contracts with the employer.
  
  IRS rules governing the account require that all claims be substantiated. The IRS requires that the
  documentation include the provider or merchant name, the date the service was incurred, the type of
  service, the cost of the service, and, when there is insurance, the amount insurance has paid. An
  Explanation of Benefits (EOB) from the insurance carrier would provide this required information. A
  receipt alone generally does not meet IRS requirements. Medical expenses are incurred when the
  employee (or the employee’s spouse or dependent) is provided with the medical care that gives rise to
  the expense, and not when the employee is formally billed, charged for, or pays for the medical care.
  
  This participant has submitted 2 claims in the 2024 plan year for the participant’s health FSA. Based on
  the substantiation provided, one claim has been approved. No further action is required from the
  participant for this claim. One claim remains denied as the portion of the Explanation of Benefits
  provided does not include the date and type of service as required by IRS regulations.
  
  The participant can contact the Chard Participant Services team with questions or further information
  on claim substantiation.
  

  
  

• Initial Complaint

  Date:11/18/2024

  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 have an HSA account through my old employer that has $190.xx in it. We have HSA debit cards to use for healthcare purchases such as medicine and copay. In early October, my husband (a covered dependent) has a dental appointment and forgot to take his HSA card with him. He paid the copay of $100 on his own personal debit card. I filed a reimbursement from the HSA and it was approved. I received an email on 10/18/2024 that a check was sent to our mailing address. I’ve been waiting and I have informed delivery from USPS and no check has arrived. I called Chard Snyder on 11/12 to report that I still haven’t received the check. They CONFIRMED that the check hasn’t been cashed and told me to email their [email protected] for further assistance. I emailed them that same day. I got a response from the HSA department today sending me a stop payment request form and stating I’d be charged $30 for cancelling the payment. I called customer service and explained that it’s not my fault that I didn’t receive the check in the mail and asked for the tracking number to get USPS involved. Surprise surprise, they didn’t have one. So this company is trying to charge me $30 for a stop payment for a check that I didn’t receive even after confirming my mailing address. They kept telling me “there’s nothing they can do, that I have to pay the $30 because it’s an HSA account”. So basically I did everything right and filed my reimbursement, but because the check got lost in the mail and they can’t even prove they sent it out, I have to pay $30 to get back the $100 that’s already been deducted from my HSA funds? Mind you, this isn’t the first time one of my HSA checks for lost in the mail and when it happened the first time in 2022, it was reissued immediately with no problems.

  Business Response

  Date: 12/18/2024

   
  Chard Snyder (Chard) appreciates the opportunity to respond to this participant’s complaint. Chard 
  places the utmost importance on customer service. It is our goal to provide high quality customer 
  service while at the same time ensuring plan compliance. 

  
  Chard is a third-party administrator that provides reimbursement account administrative services on 
  behalf of employers pursuant to service contracts with the employer. A health savings account (HSA) is 
  an individually owned trust account governed by IRS regulations.

  
  Chard received the account holder’s distribution request on October 16, 2024. On October 18, 2024, 
  Chard issued a check to the address listed on the account. Chard’s records indicate that the check was 
  deposited on Nov 26, 2024. 

  
  The participant can contact the Chard Participant Services team for further information

• Initial Complaint

  Date:08/23/2024

  Type:Billing 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.

  When I became an employee of a company (I no longer work for) I joined and paid into the HSA program of Chard Synder. March 2022, my contract was absorbed by a different company. Since this time, I began getting letters in the mail as well as emails. I decided to call Chard Synder 04/2024 to inquire why I was receiving correspondence. I was told I had $550.00 HSA funds. I asked what needed to be done to get the remaining monies and to officially close the account. I have submitted 3 faxes with the form that Chard Synder sent (via email) with paid bills along with the bills from the participating providers for services rendered. I was just told again tonight my claim was denied with no explanation. I feel as though some fraudulent activity is being done within this company. I really want to recoup my $550.00 I have spent in health care bills from my HSA account and close this account with Chard Snyder.

  Business Response

  Date: 09/20/2024

  Chard Snyder appreciates the opportunity to respond to this participant’s complaint. Chard places the utmost importance on customer service. It is our goal to provide high quality customer service while at the same time ensuring plan compliance.
  
  According to Chard’s records, this participant was enrolled in a health flexible spending account (FSA). The plan in which this participant is enrolled is an employer-sponsored plan governed by IRS regulations and plan rules as defined in the employer’s plan document and summary plan description. Chard provides administrative services on behalf of employers pursuant to service contracts with the employer.
  
  The Health FSA Account Summaries statements are made available to participants each month and can be accessed via the participant’s online portal.
  
  This participant has submitted 4 claims. Two claims were denied as the substantiation documentation submitted to support the claims was illegible.  However, two of the four claims were approved and the participant has been reimbursed her full election amount of $550.00 for the plan year.
  
  We welcome the participant to contact Participant Services with any questions.

  Customer Answer

  Date: 09/24/2024

  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.  Thank you BBB and ***** ******** so much for your help.  This was completely satisfied the end of last week 9/20/2024.
  
  Regards,
  
  ******* *******
  

• Initial Complaint

  Date:08/09/2024

  Type:Billing 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.

  Paid 1220.92 to Chard Snyder for ***** Coverage. Paid to be covered by ****** ********** (***) for back dating from June 1st 2024 to July 31st 2024. Understood there would be a 15 business day waiting period before I could start using the insurance again. That didn't happen. Had to pay full price .. over $800 for my medicine. Contacted *** and they stated they could not find any correspondence from Chard Snyder. Contacted Chard Synder for an update, rep stated that they will do an emergency correspondence with ***. It would take 24 hours for the correspondence to go through then another 3 business days before I should see the change on ***. That was mid July. I'm filing this complaint on August 9th and as the screenshot shows. *** never got the message for June and July. Sent an email on the chard website and via one on my personal email to cancel August as my actual insurance with my new employer was activated and voice my displeasure and the desire for a refund. They responded to my email about the cancellation and to this day never responded about my grievances.

  Business Response

  Date: 08/28/2024

  Chard Snyder appreciates the opportunity to respond to this participant’s complaint. It is our goal to provide high quality customer service while at the same time ensuring plan compliance.
  
  Chard is a third party administrator that provides ***** administrative services on behalf of employers pursuant to service contracts with employers. Chard is not an insurance carrier and does not have access to or control of the records or processes of insurance carriers. Chard is obligated under its contracts with employers to communicate with carriers via the contacts and methods prescribed by the employer and carriers. Once we send notification to the authorized carrier contact, it is the carrier's responsibility to update its records. All premiums received by Chard are remitted monthly and are not retained by Chard.
  
  Chard processed the participant’s online ***** election on June 6, 2024 and received the participant’s full initial payment on June 12, 2024. Consistent with *****, upon receiving payment Chard notified the participant’s former employer of their ***** election on June 13, 2024, using the contact information and pursuant to the carrier notification process prescribed by the participant’s former employer.
  
  On July 17, 2024, the Chard Participant Services team received the participant’s call regarding the status of their coverage. In an effort to assist, Chard sent an urgent update request to the authorized carrier contact on July 18, 2024.
  
  Chard contacted the participant’s former employer and received approval to retroactively terminate the participant’s ***** coverage effective May 31, 2024 and refund the June 2024 and July 2024 premium payments. Because all premiums received by Chard are remitted monthly and are not retained by Chard, Chard will issue a refund to the participant once we receive the monthly premium funds from the participant’s former employer.
  
  The participant may contact our Participant Services team with any questions.
  
  

  Customer Answer

  Date: 08/28/2024

  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. 
  
  Regards,
  
  ***** ****