Complaints

This profile includes complaints for National Benefit Services, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  National Benefit Services, LLC

  Draper, UT 84020-5516

• 

  National Benefit Services, LLC

  PO Box 219494 Kansas City, MO 64121

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:04/04/2025

  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.

  The company has demonstrated a pattern of cancelling benefit cards without providing any advance notification to cardholders. No replacement cards are automatically issued following these cancellations. The only indication that something is amiss comes when attempting to use the card for a qualifying expense, at which point the transaction is declined at the point of sale. This problematic situation has now occurred on two separate occasions with my account. The timing is particularly concerning given the "use it or lose it" nature of these accounts, which makes timely access to these funds critical for account holders.This practice appears potentially designed to prevent account holders from accessing their own pre-tax contributions before annual deadlines. I request that the company implement proper notification procedures for all card cancellations, institute automatic issuance of replacement cards when plans change, and provide compensation for any funds lost due to inability to access accounts in a timely manner.

  Business Response

  Date: 04/10/2025

  Dear Participant,

  Your employer transitioned between two accounts with us, one for the 2024 plan year and a new account for the 2025 plan year. At the time of the issue, you were attempting to use a debit card linked to the 2024 account which had been closed.
  
  Your 2024 account and the debit card that was associated with it was inactivated due to an outstanding balance that we informed you of on 9/16/2024. Once the balance due was satisfied by you on 9/20/2024, the card was reactivated on that date.However, this card was associated with your employers closed account, which led to the difficulties you experienced in using it for your 2025 account.
  
  Subsequent communications with you, which included several emails starting on 3/14/2025, revealed you were unaware you had been using the incorrect debit card. We promptly responded to your inquiries,educating you on how to submit a claim and informing you that you had been using the inactive debit card from your employers closed account. Once we confirmed you could not use the inactive debit card, you requested a new one on 4/4/25 which is being processed, and you can expect to receive it within ***** business days from the request date.
  
  Regarding the concern over lost funds, we would like to clarify that no funds are missing from your closed account, and your account balance is $0, as all funds were used in 2024. Currently your only open account is your employers current 2025 account, which has a balance, and a new debit card should be received shortly.
  
  We believe this issue arose from a misunderstanding regarding the debit card associated with the closed account and have provided all necessary instructions to you and we trust that you have now discarded the incorrect card.

  
  

• Initial Complaint

  Date:01/07/2025

  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.

  I uploaded an itemized receipt from my child's previous daycare and my dependent care claim is STILL being denied. The receipt shows the dates charged, amount, and proof that I have paid. It is on company letterhead with their info, my info, and the company tax ID number. There is NO reason I cannot get refunded the money I PAID for care for my child. This is beyond crazy!!!

  Business Response

  Date: 01/09/2025

  We understand that the participant is frustrated with the
  delay in processing daycare claims. In review of the account, the pending
  claims do not have a date range on the charge lines. Even though the invoice
  lists an overall date range, we needed a weekly date range for DCAP.
  After reviewing the pending claims with the invoice and
  the provider’s website, we can submit the claims. We apologize for the delay
  but with the weekly date range not included, it was initially put in pending
  status. 

• Initial Complaint

  Date:08/15/2024

  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.

  In early May, 2024 I left my position with the ************************ and notified National Benefits Service that I wanted to cash in my retirement plan with them. I submitted all paperwork and was told at one time the claim was on hold but the representative could find no reason for it. I was told the claim would be expedited and sent to a National ********** for payment. I have been in contact with NBS for several months only to be getting the runaround. I was told payment would be issued end of July; then told middle of August but I have not received a ***** from my retirement fund.

  Business Response

  Date: 08/22/2024

  Thank you for bringing this complaint to our attention. We take all customer concerns seriously and are committed to resolving this matter promptly.
  
  We understand that the participant is frustrated with the delay in processing her retirement plan claim. We apologize for any inconvenience this may have caused.
  
  To provide context, the participant submitted her retirement plan claim on May 6, 2024. Our records indicate that the claim was filed incorrectly (she selected rollover instead of to be paid directly). On July 7, 2024, the participant notified us that she has not received her check, and we connected with the insurance company, who issues the check. The request was expedited, and the participant should have her check in 7-10 business days.
  We will continue to follow up with the insurance company to ensure that the claim is processed efficiently. We will also be in regular contact with the participant to provide updates on the status of her claim.
  
  Thank you for your patience and understanding.

• Initial Complaint

  Date:12/04/2023

  Type:Service or Repair 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.

  As of today, 12/04/23 I have asked for a separation of services with a prior balance of $700 and a current balance of $1,691 making a total of $2,391. I never received the form to complete after making the request. When I called back, the rude customer service individual acted as if I had done something wrong to her. This company is a rip-off. When I asked about ending this, the supervisor (Paige) informed me that I couldn't just end it. She informed me that I would have to submit documentation of a major life change to end them taking my money. She said that since this is tax free money, THEY have to make sure it is being used for medical concerns only. When I asked who would be responsible for the issues with the IRS if it is not (me or them) she quickly said "well you." I then replied, "since I would be responsible, let me deal with that and give me my money."
  
  I don't know why this company has not been looked at and shut down. She told me that if I went to the store and purchase OTC medicine, I could submit a reimbursement for that. RIDICULOUS! Request a reimbursement of my own money?????

• Initial Complaint

  Date:03/07/2023

  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.

  In January 2022, I opened an FSA account with an annual contribution of $2850, which came out to be $118.75 per pay period. On April 20, 2022, I put in a claim of $2,750 for a surgical procedure. I was laid off on June 17, 2022. On July 15, 2022, my company put the last deposit into my FSA account, at which point I had contributed $1425.00 in total. On July 15th, I had a balance of $4.53 in the FSA account so there was no further action to take.
  I continued to receive notices from FSA Store for end of year purchases, so as the year end approached, I logged into my account and discovered a balance of $2,022.43. I knew this balance was incorrect because I had only contributed $1425. I then saw that on August 16, 2022, a credit of $2,017.90 from the April surgery was credited to my FSA account. I therefore tried to make a purchase on my account, but the card was declined.
  That’s when I reached out to NBS customer service and told them my balance was incorrect and that my card was not working. They informed me that my balance was correct, and that my card was deactivated upon my termination date and that I had to submit any claims by July 30, 2022, and therefore my funds were forfeited.
  As you will see from the correspondence attached, NBS continued to say the balance was correct and there was nothing they could do. I think you will see that based on the timeline and information they gave me there was absolutely no way I could have ever accessed these funds.
  I was locked out of my account on Dec. 30, 2022, but previously had downloaded the attached file showing my running balance. I think you will see that the correct balance should be $597.43. I am therefore requesting a refund for that amount.

• Initial Complaint

  Date:01/30/2023

  Type:Service or Repair 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.

  National Benefits Services moved my $22,000 HSA account, upon me separating from my employer, with no notice, no ability to access my funds, and the only way I knew about the move was due to me checking my account balance and seeing a $0.00 balance.
  
  After calling them, they provided me a set of instructions to access the account that also failed due to me already being registered with NBS. Essentially, it won't let me create a second account, which should be inherent due to the nature of my account moving.
  
  There is also no transaction history in my open account for moving funds. How is that not fradulent?
  
  Request prompt response and resolution to ticket ****** that was opened with NBS.
  NBS also needs to changed their internal processes and reach out to their customers before moving their well earned, and saved, money.

• Initial Complaint

  Date:10/17/2022

  Type:Product 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.

  NBS is 3rd party administrator to my 401K plan. On 8-18-22 I submitted a form for disbursement of funds and my benefits/insurance company immediately signed off and sent to NBS for final signatures and funds. It is now 10-17-22 and I still don’t have a dime! Myself and my benefits/insurance company have contacted them COUNTLESS times now. They can’t get their story straight. Sometimes I “don’t exist in their system”. Sometimes they are “waiting on a final signature”. Sometimes the “email address that my insurance company sent it to is no longer active”. My insurance/benefits company has 3 different numbers for them and they have difficulty getting through to them. The one time that I actually got through to someone the person was so rude right from the get go (and no, I wasn’t rude as one might think, I believe in hearing everyone’s side). The rep literally gave one word answers! I was flabbergasted…I couldn’t hold a conversation because of the responses I was (or actually wasn’t!) getting. So here I am, 60 days later without MY money. About a week and a half ago my benefits company suggested I file the disbursement form again, so I did. Funds should have been received today, the 7th business day and nothing. Here we go again. My insurance company spoke with them again and guess what? They are waiting on a final signature!! My insurance company is going to get their investigative team involved at this point because NBS is not moving forward. Someone needs to hold this company accountable!! I’ll be looking into anything else I might be able to do to get them to stop holding my money hostage.
  Side note - because of extreme market fluctuations, my account balance is almost $2k less than when I started this process!! I feel robbed. Had they deposited my money in the 5-7 business days that they were supposed to my balance would look a lot different!
  And I see from other reviews and complaints that they like to argue. Go figure, the only time they aren’t silent!