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:11/30/2022

  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.

  I have continued issues from this FSA provider. 1) They have been withdrawing more than the amount I signed up for from my paycheck. I do not know if this is PrimePay or my employer's fault, but no one seems to be able to resolve this. After months of back and forth and having my request to terminate denied, the open enrollment period returned and I was finally able to discontinue as of Dec 3 2022. 2) My FSA spending card is repeatedly rejected at multiple places for qualified expenses. I can't spend down my amount because they don't allow it.3) When I try to login to my account to manage things, it says I don't have an account. Even though I am utilizing the link attached to the email they send me regarding my account and have tried using their "forgot" links.4) When I try calling, I am left on hold like a typical call center - however, after about 15 minutes, it just hangs up on me. I cannot do anything with this company; They have essentially blocked out all communication channels, prevent me from using my funds, of which they are removing and additional 125% over the amount that I elected on the enrollment form I signed. I have a feeling I will have to forfeit my funds at year end, but I cannot even verify because none of their self-service features work and they don't provide representatives to contact.

  Business Response

  Date: 12/06/2022

  December 6, 2022 
  
  Dear *** *******: 
  
  PrimePay services employers with payroll and related services. Client service is of critical importance at PrimePay, we and  appreciate the opportunity to respond to this complaint. 
  PrimePay administered a Flexible Spending Account (FSA) plan for ******* ************’s employer, and *** ************ participated in the plan during 2021 and 2022. FSA’s are pre-tax reimbursement accounts governed by the Internal Revenue  Code. IRS tax code requires all pre-tax reimbursement account claims be substantiated to ensure only legitimate claims are  paid. If the substantiation requirement is not met, the IRS could disqualify the plan and treat all reimbursements as taxable .  As the third-party administrator, PrimePay must require proper documentation to substantiate any claim for reimbursement.  If proper documentation is not submitted, then PrimePay must deny the claim. 
  *** ************ was enrolled into Flexible Spending Account plan during plan year effective date of 10/1/21 -9/30/22. The  selected amount at the time of enrollment was $1,560 frontloaded for the plan year, equating to $65 per pay period over 24  payroll cycles. 
  Participant was able to successfully file 10 claims over the course of the plan year which were successfully processed. 
  As it stands today 2 claims are still needing receipts to be uploaded to the portal for substantiation purposes for the following  amounts and dates of service: 
  • Date of service 4/20/22 $204.44 Provider-******* 
  • Date of Service 5/20/22 $72.40 Provider-***** ****** Dentistry 
  As far as the denied card transactions go, the only denials occurred on 11/30/22 from ******* as the dates of service are  outside of the plan year as the dates of service must be within the plan year of 10/1/21 to 9/30/22. 
  The remaining funds available in the FSA account are $335.06, which would allow to be used if the dates of service are within  the plan year, they can be filed until 12/29/22. 
  Thank you for allowing us to reply to this complaint. Please let me know if you have additional questions. 
  

  Kind Regards, 
   
  Brooke L***** 
  Vice President, Benefit Services

  Customer Answer

  Date: 12/06/2022

  Dear Better Business Bureau,
  
  I wasn't expecting such a formal response letter and have chosen to accept it to exclude BBB from any further discussions, as I wasn't aware of how this service worked.
  
  That said, I am still really hoping this business will review my attachment and choose to reach out to me.
  
  Thank you
  
  

• Initial Complaint

  Date:11/16/2022

  Type:Delivery 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.

  PrimePay has done my payroll for the past three years. Over a month ago they sent out a letter saying the company was changing delivery service. I contacted them to have the payroll package sent to our PO Box. They informed me it could be done by regular mail. As of this writing, 11/15/2022, we have not received the payroll package for the current month. Emails are not answered. Phone calls are sent to voice mail and are not answered. There address in West Chester appears to consist of one person answering the phone.

  Business Response

  Date: 12/12/2022

  Immediately upon receipt of the notification, we reached out to ******* to address his concerns with delivery. ******* was provided with the contact information for the manager of the service team should he have any further issues to address. This matter is considered resolved.
  
   

  Customer Answer

  Date: 12/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  
  *******************************
  

  Business Response

  Date: 02/14/2023

  Immediately upon receipt of the notification, we reached out to ****** **** to address his concerns. Our team worked with ****** and were able to ensure that the proper funds were sent to PrimePay for us to close out the tax filings needed for the 2022 year and ****** was not owed any additional funds back. ****** confirmed the issue was resolved and if further action were to be needed, he would follow up with our team directly.
  
   

• Initial Complaint

  Date:09/23/2022

  Type:Order 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.

  Immediate action requiring that my health spending account be placed in active status.

  Business Response

  Date: 10/05/2022

  October 5, 2022

  Dear *** *******: 

  PrimePay received your September 23, 2022 letter outlining a complaint from ******* ******, and we  appreciate the opportunity to reply. 
  *** ****** scheduled a payment to PrimePay from her **** ** ******* account on August 16, 2022  (Check #********). On September 23rd, *** ****** contacted PrimePay’s Participant Success Team to  inquire about the status of her account and the payment sent to PrimePay. PrimePay confirmed that  the check was not received and requested a copy of the cleared check to research. Additionally,  PrimePay’s payment processing team searched the bank account for a deposited check matching the  amount of *** ******’s check and did not find a matching deposit. On September 28th, *** ******  provided written confirmation from **** ** ******* that the check was still outstanding. PrimePay’s  Participant Success Manager assisted *** ****** with re-issuing payment to PrimePay. **** ** *******  confirmed that *** ****** would not inquire a fee to cancel payment on Check ********. PrimePay  considers the matter closed.  
  Thank you for the opportunity to respond to *** ******’s complaint. Please contact us if you need  additional information. 
  

  Sincerely, 
  

  Brooke *. L***** 
  Vice President, Benefit Services
  

  Customer Answer

  Date: 10/06/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  

  I am rejecting this response because: The response provided is incorrect factually. On September 21st, I contacted Prime pay inquiring as to why Prime Pay was not allowing me to process payments on the card despite there being an available balance. I was informed by ******** that there were 2 charges that had not been authorized by prime pay and that they were not in receipt of payment. I notified ********, that **** of ******* issued payment on August 16th through bill pay. I also confirmed with ******** that the address provided by another Prime Pay representative was accurate. I inquired as to why I was not provided notice that my account was placed on hold and was informed by ******** that notice is given through the online account. I notified them that I don't have an online account and she said they don't provide written notice and that I was obligated to create an online account. To which I replied, where is there notice that I must create an online account and when you reject my charges you provide me with written notice. ******** did not have an answer except to provide attitude that they don't given written notice and that I should create an online account. ******** placed me on hold and attempted to contact ******* from accounting. She was unable to get a hold of ******* and ******** promised she would follow up with me that same afternoon. ******** never returned my call so the next day, September 22, I attempted to contact ********, but she was unavailable. Instead I was connected with *******. ******* did not have any information. Apparently there were no notes regarding my prior call either. *******  was updated on the recent events and attempted to contact *******, but no response. After multiple conversations back and forth with whom she claimed was her supervisor, ************** was asked to provide proof of the check through a bank statement. Neither ******** or ******* could confirm that my check was or was not received.  I provided this information within 10 minutes of their request as I was directed to submit through the prime pay email. ******* advised that once she was in receipt of the document that it would be reviewed and she would contact me. I submitted this documentation approximately at 11 am and 2 hours later at 1 pm I had still not been contacted. I contacted ******* and notified her that it was remtted at 11 am. ******* indicated that she was not in receipt of my documentation. I provided her the ticket number to prove to her that the documentation was once again submitted and confirmed that it had in fact been received. ******* placed me on hold and spoke with ****** and informed me via phone that since they were in receipt of the statement showing that the check had been issued and they had not yet spoken to ******* that they would make the funds available by the next morning. I thanked ******* and informed the doctor's ****** that I authorized on 3 separate occasions that they could charge the card that next morning. Approximately 1 1/2 hours after my call confirming that my funds would be available, I received the following email from ******* at approximately 6:30 pm that evening. 
  

  
  

  Hi *******, 
  
  I was able to reinstate your Credit card with the permission with the Supervisor and was advised that your card would be working by tomorrow morning. 
  
  However, I am not able to remove the states showing that you still owed us money I do not have access to that. And that may cause the system to void your credit card activation. So I have forwarded your information to accounting so that they can expedite the search of the check that your bank sent us. 
  
  I will email you once I have an update. 
  
  Thank you for your patience!

  
  

  Clearly, *******'s email was now sharing different information then what I was told over the phone. Well low and behold, when the doctor's ****** attempted to charge the card the next day on September 23rd it once again was declined. I immediately called ******* who admitted that following our call she was told different information, which is why she emailed me as she expected I would encounter an issue. I requested to speak with ****** and was advised she was unavailable. I then was connected with **** who had no background on this situation except to ultimately advise for the first time that ******* was no longer working at the job as of Thursday the 22nd. I reiterated what had happened thus far, why this was unacceptable to put a delay on my card without notice to the user especially since these are my funds and not once could Prime pay establish whether they had the check or not. The fact that the company claims the following "Additionally, PrimePays payment processing team searched the bank account for a deposited check matching the amount of **. ******* check and did not find a matching deposit. " IS FALSE.
  

  
  

  Prime pay was never able to confirm whether they received the check or a matching deposit. Neither ********, ******* or ****, which is why they kept on asking me for further documentation.
  

  
  

  In fact, I was then informed I could simply walk into the bank and get a copy of the check. I explained that I had been dealing with this since Wednesday, that I am getting the run around and that I demanded to speak to a higher supervisor immediately and that I was not waiting another day. Simultaneously I wrote to my bank inquiring if they could establish whether the check was delivered and whether it had been cashed since **** and Prime pay needed this proof.Ultimately, **** resolved the issue to the extent that he granted that the funds be available. The run around and misinformation I had been provided for 3 days was unacceptable. In fact, **** apologized and confirmed that the way I was dealt with should not have been the case. Funny as it *** be they are now contesting the charge I was finally able to make. Now the viscous cycle will repeat.
  

  
  

  Regards,
  
  ***************************