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:02/05/2024

  Type:Sales and Advertising 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 am writing to formally file a complaint against PacificSource Administrators concerning their parking accounts. The primary issue revolves around the inability to utilize the remaining funds, which were assured by multiple representatives to be applicable for ***-approved purchases. Regrettably, this information proved to be misleading and resulted in an unsuccessful attempt to use the funds at the *** store.Given the discrepancy in the information provided by PacificSource Administrators' representatives and the subsequent inconvenience caused, I am requesting a refund of the remaining balance, totalling $667.60, the money remaining in my account. The details of my complaint are as follows:Failure to Clarify ***************************** representatives assured me that my card was active and should be able to be utilized on *** items, right up until the deadline for me to use my funds. This inaccurate information caused me to lose money, and it seems incredibly fraudulent.Confusing Terms and Conditions: The parking accounts offered by PacificSource Administrators are very confusing, and ways to use the contributed money are unclear and misleading.Inadequate ******************************* either does not understand how these parking accounts work or does not communicate about their limitations accurately. Their inaccurate responses directly contributed to me running out of time to spend my funds.Predatory Practices: Only after the deadline had passed was I notified that my type of account would not work on *** items, and therefore they were taking my $667.60. This seems very misleading and gives the impression of predatory practices.I kindly request a thorough investigation into this matter by the Better Business Bureau and a prompt resolution to ensure that the refund is processed expediently.

  Business Response

  Date: 02/07/2024

  We recommend that *********** contact our **************** team at ************ or *********************************************. That team can assist her with understanding the employer-sponsored transportation/parking program in which she elected to enroll.  This is a program designed under federal law and PacificSource Administrators, **** is not allowed to make any changes to that program.  We note that such programs include the rollover of unused funds into the next calendar year.  We appreciate having ************ as a participant in such a plan over the past few years and, again, encourage her to contact our **************** team.

  Customer Answer

  Date: 02/21/2024

  I would like to reopen this complaint. I do not find the response to be satisfactory. I reached out to their customer service department as suggested and receive no response. Additionally, my complaint was not fully addressed in the business response within this complaint. This issue was not with the product, but with the misinformation received by more than one of their representatives about the use of the product. This misinformation caused loss of funds because in accurate information was given right up until the deadline to use my funds. This complaint is directly related to that service error that ultimately cost me a loss of these funds. 

  Business Response

  Date: 02/22/2024

  Our *************************** confirmed that it has responded to you, which you acknowledged with them just today in another exchange and in which you confirmed that you understand the rollover of the funds, as noted in our original response.  We understand your concerns; however, we are unable to release funds in a manner that is not authorized by the federal law that governs this program.  We hope that the further conversation you had with our *************************** today was helpful.

  Customer Answer

  Date: 02/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and they have responded to me via email and provided a resolution that is satisfactory to me.
  
  Sincerely,
  
  *********************