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:08/26/2022

  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.

  Nextex only allows the employee to login to the Nextex account by sending an authentication code to their cell phone to verify employment. Of course, if I need to go into the account, I tell him I am doing so. I can to login, they send him the auth code, he verifies; and I can go into the Nextex account. What is concerning to us and we called regarding being able to get me access to the account without the authentication code from his cell phone. They said they didn't do that. I explained that a spouse or significate other should be able to access the account. This is the scenario that has us both concerned. What would happen if he is out of state or out of the country traveling, has an accident, becomes incapacitated with no access to his phone; and I need to access the account. Currently, the company doesn't have any work around for a spouse or significant other. That is not a good situation as all the benefits such as insurance, health, etc., is in this account. In my conversation with them today, I informed them that I was contacting the BBB.

  Business Response

  Date: 09/01/2022

  Thank you for reaching out. As many businesses are doing, Nextep uses multi-factor authentication (MFA) to keep our clients' sensitive employment information secure. Our peoples' accounts include pay information, health records, social security numbers, birth dates, banking information, and many other pieces of data that we are morally and legally obligated to keep as secure as possible. 

  
  MFA is essential with current technology, as it adds a layer of protection to the login process and makes stealing information more difficult for criminals or hackers. It does take additional effort to login, but we take our peoples' security very seriously and have found it to be a necessary step. 

  
  As with any secure account, the account holder is the only person with authorized access to their account. Any access by additional people, even spouses, would have to be at the account-holder's discretion at each login. Accessing his account in the event of incapacitation would be similar to the legal means of how one would go about accessing a bank account, for example, defaulting to the power of attorney holder or authorized signer.  However, if at any time his beneficiaries or dependents need information about health coverage and verification or other covered policies then we can provide that information without giving access to the employees account.
  We realize that MFA may create an inconvenience and do hear your concerns. Unfortunately, we are unable to lessen our security protocols.
  

  If you need any assistance, please reach out at any time.