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:02/11/2025

  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.

  My account shows funds are available as of 1/1/2025 but the website won't allow me to submit reimbursement requests. I've contacted both my HR department and submitted a ticket to Tasc with no response to the issue. I've also submitted customer support tickets in the past because I would put in reimbursement requests and they would show submitted but be gone the next day. Every time I open a ticket for this they say it is resolved. I've submitted screen shots proving it wasn't resolved but they just close those tickets also saying resolved.

  

  Business Response

  Date: 02/11/2025

  Hello,

  There are over 10 *********** ***** participants in our system. None of them match the phone number or email address provide in this complaint. Please provide you 12-digit TASC ID number so we can look up your account.

  Thank you.

   

  Customer Answer

  Date: 02/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  TASC ID 4908-1778-2802.
  
  Regards,
  
  *********** *****

  

  Business Response

  Date: 02/14/2025

  Hello,

  Thank you for providing your TASC ID. Mr. ***** was unable to submit a request for reimbursement online because the plan did not allow for online submission. This has been resolved with his employer and the 2025 Healthcare plan now allows for online submissions of manual request for reimbursements. Mr. ***** did submit 6 manual claims on 02/13/2025 through his portal and all 6 request for reimbursements have paid.

  TASC would like Mr. ***** to confirm he is now able to log in and submit requests for reimbursements through his portal before closing this complaint.

  Please let us know if you need additional information.

  Thank you.

  Customer Answer

  Date: 02/14/2025

  [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,
  
  *********** *****
  

• Initial Complaint

  Date:02/10/2025

  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.

  Subject: Complaint Regarding Failure to Credit FSA Account and Denial of Reimbursement Dear [Name or Title of the Recipient],I am writing to formally lodge a complaint against TASC regarding the management of my Flexible Spending Account (FSA). Since October 2024, I have not seen any credits applied to my account for the bi-weekly deposits of $35.72, despite my understanding that these funds should be credited on time. I have reached out to TASC multiple times, including by phone, email, and through my employer, **************************, but have not received any resolution to this issue.Additionally, I had opted out of making further contributions after I was granted an exemption due to my **** status. Despite this, TASC continued to deduct the contributions, and my account has not been updated to reflect these changes.Furthermore, prior to opting out, I submitted receipts for medical expenses, including mileage and tolls, for reimbursement. TASC denied these reimbursements without a valid reason, even though I provided all the necessary documentation as required. As a result, I am now in a difficult financial situation where I am unable to afford medical care, as the funds I had set aside for ****** and medical expenses are unavailable due to these issues with my *** account.I am requesting an immediate review of my account, correction of any missing contributions, reimbursement for any denied claims, and a clear resolution to this matter. It is imperative that these issues be addressed promptly, as they are impacting my ability to manage essential healthcare expenses.Please advise me on the next steps for resolution and the expected timeline for correcting my account. I look forward to your prompt response.Thank you for your attention to this matter.

  

  Business Response

  Date: 02/18/2025

  Hello,

  TASC has reviewed ********************** ***.

  1.) In response to "I have not seen credits applied to my account on a bi-weekly basis"

  This is an FSA plan which means that Mr. ******* annual election is available to him immediately, on day one even though he has not made a single contribution at the start of the plan year (07/01/2024). *** allows Mr. ***** to spend his entire annual election, in this case, due to his leave of absence $1263.92 on day one and his employer then deducts the contribution from his paycheck bi-weekly. Mr. ***** will not see his available balance go up every time his employer deducts the *** contribution from each paycheck.

  2.) In response to "I opted out of making future contributions after I was granted an exemption due to FMLA status".

  Mr. ******* initial annual election was $2000.00 divided by 26 payrolls was $76.92 per pay period. TASC receives files every pay period from Mr. ******* employer and his contribution changed from $76.92 to $35.72 on 12/06/2024 due to his leave of absence. Further, TASC received a file on 02/14/2025 from Mr. ******* employer with a contribution amount of $35.72. Mr. ****** employer did reach out to TASC asking if Mr. ***** has re-paid the money he owed for ineligible claims or unsubstantiated claims from the ********* FSA plan year before they stop taking contributions. TASC does not take any money from Mr. ******* paychecks. This is done through his employer and he should contact his employer with questions or concerns about *** contributions coming out if his paycheck.

  3.) In response to "I submitted medical expenses including mileage and TASC has denied these expenses".

  Mr. ***** was sent an over payment letter dated 08/21/2024 for $557.90 (attachment 1). Attachment 2 is a spreadsheet of the individual claims that make up the $557.90 and this has been sent to his employer as well. The $557.90 is due to claims that paid or card transactions that Mr. ***** has not substantiated for ineligible items such as protein drinks. Protein drinks require a Letter of Medical necessity (attachment 3). His doctor must state the medical diagnosis for which the protein is treating, along with the onset date and date treatment will end. For mileage to be eligible, Mr. ***** will need to show that the trip was for a medical appointment or to pick up a prescription. An Explanation of Benefits (EOB) showing a medical appointment or an Itemized Statement from the provider or for a prescription, the bag tag can all be submitted to show proof that the mileage is FSA eligible.

  IRS Guidelines require Itemized Receipts to have the following:

  Name of Provider

  Name of Patient

  Amount

  Date of Service

  Description of Service (for a prescription, this is the name of the medication)

  If Mr. ***** does not want to pay back his ********* Healthcare FSA plan, he can submit the needed documentation to substantiate the claims on the attached spreadsheet or replacement receipts for the ********* plan year. Mr. ***** can submit this documentation via support request. Attachment 4 is the Repayment form that should accompany either the re-payment or the support request with his documentation.

  Please let us know if you need additional information.

  Thank you.

   

   

• Initial Complaint

  Date:02/06/2025

  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 have been attempting to get TASC to explain how I can use the remainder of my 2024 FSA balance this year, to absolutely no avail. TASC notes that my plan's funds are available for spending until 3/15/2024, but provides no way to submit expenses for the previous plan year, and actively refuses to explain an alternative which would allow me to do so.

  

  Business Response

  Date: 02/12/2025

  Hello,

  Mr. ******** does have a 2024 Healthcare FSA which does have a ***** period through 03/15/2025.This means that Mr. ******** is able to submit a request for reimbursement against his 2024 FSA for eligible expenses incurred from 01/01/2024 through 03/15/2024.The runnout or last day to submit a request for reimbursement for the 2024 Healthcare FSA is 03/31/2025.
  
  Mr. ******** submitted 3 support requests inquiring how to submit a reimbursement against his 2024 plan year. TASC has responded to all of Mr. ********** support request with instructions on how to submit request for reimbursement from his 2024 Healthcare plan year.
  
  1.) WRF-********** was submitted on 01/21/2025.TASC responded on 01/23/2025 that any requests submitted for 2024 expenses will be processed under the 2024 Healthcare FSA.

  
  2.) WRF-********** was submitted on 01/29/2025.TASC responded on 02/02/2025 and provided a personalized Reimbursement Form (attachment 1).
       TASC informed Mr.******** in this response that Mr. ******** has 3 options to request a reimbursement from his 2024 plan year. He was instructed to complete the Reimbursement Form and provide
       appropriate verification documents. Per the *** Guideline, verification documents must 5 items: Name of the provider,Name of the patient, Amount, Date of service
       and description of service including the Rx number if it is for a prescription). Mr. ******** may also use an Explanation of Benefits to verify the request for reimbursement.
       (a) The request can be faxed to ************ (found on the attached Reimbursement Form).
       (b) The request can be mailed to TASC ********************** 53707-7308  (found on the attached Reimbursement Form).
       (c) The request can be made online through the portal by clicking Request a Reimbursement or submitting a support request (Detailed instructions were provided).
      
  3.)  WRF-********** was submitted on 02/06/2025. TASC responded on 02/06/2025 and was told to review the attached document for instructions (attachment 2).
  
  TASC has provided Mr. ******** detailed instructions on how to submit a request for reimbursement for the 2024 plan year. TASC also provided the verification documentation requirements
  to substantiate the claim. If Mr. ******** requires further assistance, please call our ************* Team at ************ and we would be happy to walk him through the process.
  
  Please let us know if you need more information.
  
   Thank you.
  
  

  Customer Answer

  Date: 02/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  There is no way to submit expenses for a previous plan year online as TASC claims. I had this issue last year - any expenses submitted are *automatically* assumed to be from the current plan year. TASC (I assume intentionally) therefore requires these to be submitted by fax or physical mail. That is an obscene requirement in 2025. Should they dispute this characterization, please indicate using a screenshot where I am able to select the previous plan year on the website. I've provided a full set to indicate that this is not possible in the attachments.
  
  Regards,
  
  ***** ********

  

  Business Response

  Date: 02/15/2025

  Hello,

  Other participants have successfully submitted manual request for reimbursements for eligible 2024 expenses or 2025 expenses that have occurred during the ***** period (01/01/2025 - 03/15/2025) and the requests paid from their 2024 Healthcare *** plans. Mr. ********** last manual request for reimbursement was submitted on 12/28/2024 and there are no manual request for reimbursements submitted by Mr. ******** in 2025.  TASC has now provided Mr. ******** all options to request a reimbursement including alternate ways to submit requests for reimbursement other than online.

  If Mr. ******** requires further assistance submitting a request for reimbursement against his 2024 Healthcare plan year, he will need to call our ************* Team at ************ and they will walk him through submitting the claim.

  Thank you.

   

  Customer Answer

  Date: 02/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This response is emblematic of TASC's entire flawed approach. They did not respond directly to my complaint - they've provided no method to submit expenses online and did nothing to dispute the images I sent - and *obviously* I haven't submitted expenses yet - last time I did in early 2024 for the 2023 year, TASC incorrectly applied them to the 2024 year. I expect the same this year. Terribly run company - you guys should be ashamed that you can't even be bothered to respond to the substance of a complaint beyond "send us a fax." It's 2025, good lord.
  
  Regards,
  
  ***** ********

  

  Business Response

  Date: 02/19/2025

  Hello,

  1.) "They have provided no method to submit expenses online and did nothing to dispute the images I sent."

  TASC has provided instructions on how to submit a request for reimbursement against his 2024 Healthcare *** online on numerous occasions. TASC responded to WRF-**********, WRF-********** and WRF1001515432 and through this complaint. TASC has provided screenshots on how to submit requests for reimbursement online both in our responses to his support requests and in this complaint. The images Mr. ******** attached to this complaint are from his participant portal and the instructions on how to submit the request has been provided both in response to his support requests and in our response to this complaint. Here are the instructions that are outlined in the attachment "how to submit a reimbursement request". This attachment mirrors the screenshots Mr. ******** attached to this complaint.

  Log into portal

  Click "Request a Reimbursement"

  Choose the name of the person that incurred the expense (*********** ******** or ***** *****)

  Select Expense Date (can either it manually in MM/DD/YYYY format or click on the calendar then click "Next"

  Choose the Expense type, Dental, Medical or Vision then click "Next"

  Enter amount and provider/merchant name and attach verification then click "Next"

  Review and click "submit"

  2.) Last time I did in early 2024 for the 2023 year and TASC incorrectly applied them to 2024 year.

  This could have been as a result of an incorrect date of service entered by Mr. ******** or a system issue on TASC's end but TASC has advised Mr. ******** both in our responses to his support requests and in our response to this complaint that we are happy to walk him through submitting the request online and confirm the request was paid from the 2024 plan year.

  3.) "TASC actively refuses to explain alternative ways to submit reimbursements."

  TASC has provided Mr. ******** with his personalized Reimbursement form both in our responses to his support requests and in our response to this complaint. TASC has advised him that as an alternative to submitting the request online, he can fax or mail the request and the instructions are on the form. In addition, Mr. ******** can also submit a support request to request a reimbursement. He must include the Reimbursement form, documentation to substantiate the request such as an EOB, itemized statement from the provider/merchant or a bag tag if the request is for a prescription as well as a letter of medical necessity if required.

  As a reminder, IRS Guidelines require 5 points on the itemized receipt/statement:

  (a) Name of Provider

  (b) Name of Patient

  (c) Amount

  (d) Date of Service

  (e) Description of Service: Ex: Co-pay, office visit, MRI, CAT Scan, Labs are just a few examples - if it is for a prescription, the name of the medication is the description of service. NOTE: Payment or Balance forwarded are not acceptable.

  TASC has addressed all issues in this complaint and has provided detailed instructions on how to submit a request for reimbursement for 2024 Healthcare FSA as well as three alternatives, including a support request. We have advised Mr. ******** to call our ************* Team at ************ for assistance in submitting the request online.

  Thank you.

   

   

   

• Initial Complaint

  Date:02/04/2025

  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.

  Since I have received no response from TASC's customer support, I figured I would have to resort to filing a BBB complaint. Since I started using TASC's FSA and Transit benefits in 2022, it has been a decent experience and I was able to process claims and use my TASC card easily. However, over the past few weeks, transactions for all Benefit accounts that were previously accepted are now being declined continuously. This is happening to both myself and several colleagues and none of us are able to access our own funds for crucial medical or transit needs.Myself and colleagues have submitted multiple support inquiries and it has been weeks with no response. Not sure if this is a system-wide issue or there is some internal challenges going on at TASC, but for one of the 'nation's largest HR benefits provider' this should not be happening.

  

  Business Response

  Date: 02/05/2025

  Hello,

  Mr. ***** employer is currently going through an administrative update. Until the employer completes the update, the TASC card will remain disabled.

  We apologize for inconvenience. TASC is working with Mr. ***** employer to complete the update as soon as possible.

  If Mr. *** has further questions, please call our ************* Team at ************ as support requests are answered in ***** business days.

  Please let us know if you need additional information.

  Thank you.

• Initial Complaint

  Date:01/31/2025

  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 have submitted my request for reimbursement now three times for my claim and have been declined. I was asked to submit a detailed receipt of the work that was done and that I had paid for. I have provided the correct information based on the information I was asked to submit. I would like to be explained what I have submitted that is not sufficient for my claim.Upon submitting my request for clarification, my submission was not sent due to an error that says' Something went wrong'. I have checked all the areas to submit information and everything is in. This is very frustrating and it feels like I am being withheld my money that shold clearly be reimbursed.

  

  Business Response

  Date: 02/02/2025

  Hello,

  TASC responded to Mr. ********* original complaint to the Better Business Bureau (22812725) on 01/17/2025. We advised that the claim submitted on 12/31/2024 in the amount of $1416.20 was denied correctly as the documents Mr. ******* provided did not meet the *** guidelines.TASC further advised in our 01/17/2025 response that the documentation shows estimates and reimbursements cannot be made based on estimates. TASC advised that Mr. ******* re-submit the claim with the Explanation of Benefits from the insurance company.

  
  Mr. ******* then re-submitted the claim on 01/09/2025 using the exact same documentation he submitted with the 12/31/2024 claim and the claim was again denied.

  
  Mr ******* then re-submitted the claim on 01/20/2025 using the documentation he provided in this complaint. The document does not have the 5 items required by the ***, specifically the date of service, therefore the claim was once again denied. The *** requires the following:

  
  1. Name of Provider:*******************
  2. Name of Patient:*****, ******* and **** *******
  3. Amount: $1416.20
  4. Description of Service: The documentation does have description of service for each line item.Ex: Intraoral Photo, Single x-ray and Periodic Exam.
  5. Date of Service:Missing - there needs to be a date of service next to each line item.

  
  Mr. ******* will need to re-submit the claim with either an Explanation of Benefits from his insurance company or a itemized receipt with all 5 points outlined above.

  Please let us know if you need additional information.

  Thank you.

• Initial Complaint

  Date:01/30/2025

  Type:Order 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.

  This company continuously denies claims regardless of the information provided. The recent denied claim is for my daughter's orthodontics which I paid 2 days ago. The reason given for the denial was the expense was outside of the the eligible date range. I have a current ***, and this expense is for continued service on my daughters braces. How can this be outside of the eligible date range, when I have current *** account and the services are for a current patient? The amount of denied claims from this company is incredible. I've never had this much difficulty getting reimbursed for *** claim, until my company switched to using TASC.

  

  Business Response

  Date: 02/03/2025

  Hello,

  Mr. **** submitted a request for reimbursement on 01/28/2025 for a date of service on 01/28/2025 in the amount of $669.83. Attachment 1 is the documentation Mr. **** attached to the request for reimbursement. All the dates on the ledger are in 2022 and 2023 which is outside of his 2025 Healthcare *** plan year. As a courtesy, TASC did look to see if Mr. ************** submitted Orthodontic Contract at any time which is not done under normal circumstances.

  TASC found a contract dated 06/06/2022. The contract allows for 30 month installment payments at $70.00 each. 30 months from 06/06/2022 would put the end of the contract in November of 2024. TASC is not requiring Mr. **** to submit a corrected request for reimbursement with a date of service in 2024 using the attached contract but instead, we paid the request out of his 2024 Healthcare FSA plan year's available balance as the plan year is still in runout until 03/31/2025. Mr. ****** 2024 Healthcare FSA available balance was $467.86 and the funds are now in his mycash account.

  As the orthodontic contract ended in 2024, no reimbursement will be paid for orthodontic services from his 2025 Healthcare FSA.

  Mr. **** can log into his account as schedule a transfer to have his mycash balance transferred to his personal bank account or he can request a check.

  Please let us know if you need additional information.

  Thank you.

  Customer Answer

  Date: 02/03/2025

  [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,
  
  ****** ****
  

• Initial Complaint

  Date:01/30/2025

  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 was told by my employer that TASC and/or OGB would be the individual responsible for my COBRA plan. I have tried relentlessly between the two to figure out how to get my insurance back active after paying $1005.54 to them. This is the premium amount every month. I have not been able to use my insurance as of today. I have made a total of 15 phone calls to TASC over the last couple of days with no resolution in sight. However, they do have my $1005.54 that I paid. I have an autoimmune disease and I need my insurance.While typing this complaint I was transferred to another individual that told me that it might take 2 to 4 weeks before the insurance is reinstated. I cannot afford to wait 2 to 4 weeks for reinstatement. I need to be seen by a doctor now. So, basically I paid $1,005.54 for medical care for this month and cannot receive services.

  

  Business Response

  Date: 02/01/2025

  Hello,

  Reinstatement notifications are not sent to the carriers until the participant makes the first COBRA premium payment. Ms. **** made her first COBRA premium payment on 01/28/2025 in the amount of $1005.54 and the reinstatement notification was sent to the carrier on 01/29/2025.

  On 01/29/2025, TASC responded to Ms. ****** support request (WRF-10010495339) submitted on 01/29/2025. TASC advised Ms. **** that she is currently in the reinstatement period which starts once the initial premium payment has been made (01/28/2025). TASC advised that although it may occur sooner, the reinstatement period can take 2-4 weeks before her coverage shows active at the carrier level. This information was also communicated to Ms. **** on her 01/30/2025 call to our ************* Team.

  ******************** sent another reinstatement notification to the carrier at Ms. ****** request and asked ********** to escalate her reinstatement due to an URGENT medical need. Reinstatement is at the carrier level and it is now up to ********** to reinstate her medical coverage effective 01/01/2025. As reinstatement is at the carrier level, TASC cannot offer Ms. **** a timeframe for when the carrier will process the request and show her coverage as ACTIVE in their system.

  We recommend Ms. **** check with ********** at the end of the week to see if they have processed her reinstatement.

  Please let us know if you need additional information.

  Thank you.

  Customer Answer

  Date: 02/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  TASC still has not provided me with a direct number to contact COBRA.  On January 13, 2025, the call was 26 minutes.  January 17, 2025 the call was 30 minutes.  January 27, 2025 the call was 15 minutes, then 1 minute.  January 29, 2025, the call was 13 minutes, then 0 minutes from them hanging up, then 38 minutes.  

  Those are just the calls on my personal cell, not my work phone.  I encourage BBB to call TASC and ask for the **************** and let me know if you get through.  They should not be in business if they cannot handle the workload.

   
  Regards,
  
  ******** ****

  

  Business Response

  Date: 02/10/2025

  Hello,

  Ms. **** should be calling ************. This information can be found on our website ********************************** under "Contact Support" found at the bottom of the page.

  To ensure Ms. **** is directed to the ***** Team, she must enter her TASC ID number when prompted. Ms ****** ID number is **************.

  Thank you.

• Initial Complaint

  Date:01/28/2025

  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.

  TASC has been awful. 1) Unclear specifications upfront as to what is necessary to get a reimbursement. 2) Online support unavailable. Upon submitting a help ticket, says "something went wrong". 3) Phone support lacks the ability to actually help me resolve the problem. 4) Declining my claims for reimbursement. 5) I found out what needs to be on the form to approve reimbursement. Followed their guidelines and denied my request again. 6) Long wait times to speak to a Senior Account specialist

  

  Business Response

  Date: 01/30/2025

  Hello,

  Please provide the 12-Digit ID associated with the account. If the account is not under the name of *********** ********, please provide the name on the account.

  Thank you.

   

• Initial Complaint

  Date:01/26/2025

  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.

  The nature of my dispute is for TASC to consider waiving/refunding $205 in fees that were being charged to my cash balance unbeknownst to me while my cash balance sat inactive in my MyCash for three years after my employer became disassociated with TASC. I was never made aware that I had a remaining balance nor that fees were being charged in the meantime. I only happened upon this balance when I received a new TASC card in the mail recently. Please review the attachment with all the details of my interactions with their customer service. It has been beyond frustrating to get absolutely nowhere with their customer service on this. I have been tossed around like a hot potato with no resolution or compassion.

  

  Business Response

  Date: 02/02/2025

  Hello,

  TASC responded to this complaint on 01/29/2025 but we do not see our response included so we are resubmitting our response. We did attach the "terms of use" in our 01/29/2025 response but we have found that recent responses to the Better Business Bureau with attachments do not seem to be recorded so we are sending this response without the attachment. Should Ms. **** like the "terms of use" she agreed to when signing up, she should call our ************* Team at ************.

   

  Ms. **** was made aware of the $5.00 per month MyCash Account Access Fee in the Terms and Conditions she agreed to when she signed into her account and submitted manual requests for reimbursement(s). Attached is the Terms and Conditions for ********* reference. Ms. *** can also copy the link below into a web browser to pull up the "terms of use"

  
  *****************************************************************************************************************************************
  
  TASC has already address this issue through multiple support requests submitted by Ms. **** on 01/07/2025 (WRF-1001444148), 01/13/2025 (WRF-1001459662), 01/18/2025 (WRF-100147233 and 01/21/2025 (WRF-1001477783). TASC informed Ms. **** in our response to all the support requests that "under the terms of use" on the website regarding MyCash account fees, ******************** will charge a $5.00 per month MyCash Account Access Fee beginning 90 days after the date of termination of the account when there is a balance greater than $0.00 remaining in the MyCash account. This fee is only charged to her Mycash account and is not charged to any other account.
  
  Ms. ****** employer terminated their services with TASC in June of 2021. As her employer is no longer associated with TASC as of June 2021, it is the account holder's responsibility to pay the monthly fee to maintain the MyCash account and Ms. **** was given 90 days to transfer her MyCash balance to her personal bank account or spend the funds in order to bring her MyCash balance to $0.00 in order to avoid the monthly MyCash Account Balance Fee. The monthly fee began in October 2021. Ms **** was informed in the above support requests that the fee is valid and will not be refunded.
  
  There is no appeal process for the MyCash Account Access Fee. Ms. **** submitted another support request (WRF-**********) on 01/24/2025 asking for appeal instructions. This support request will be closed as she filed a complaint with the Better Business Bureau our response to WRF-********** is in this response.
  
  Ms. **** transferred her remaining MyCash balance to her personal bank account on01/13/2025 and her MyCash balance is now $0.00.
  
  Please let us know if you need additional information.

  Customer Answer

  Date: 02/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I do not believe I ever explicitly accepted your Terms of Use. Prior to assessing any fees, I believe it is your responsibility to notify me as the customer of any outstanding balances. I never received any notice or periodic statements showing my balance in my ****** account. I respectfully would like to request a waiver or reduction of the fees you assessed to my MyCash account. 
  
  Regards,
  
  **** ****

  

  Business Response

  Date: 02/11/2025

  Hello,

  TASC shows that Ms. **** submitted manual claims through the TASC portal as far back as 08/05/2020. In order for Ms. **** to have submitted manual claims through the TASC portal, she would have had to have read and agreed to the terms of use in which the MyCash Account Fees were clearly defined.

  "MyCash Account Fees. ******************** will charge the following Account Fees on dormant accounts.
  There is a $5.00 per month MyCash Account Access Fee (or account balance if less than $5.00 is available) beginning ninety (90) days after the date of termination of your account when there is a balance greater than $0.00 remaining in the MyCash Account at that time. This fee is only charged to your MyCash Account. It is not charged to any other account."

  ******************** will not be reversing the $5 per month fee. Ms. **** transferred her remaining MyCash balance to her personal bank account on 01/13/2025 and her MyCash balance is now $0.00.

  Thank you.

   

  Customer Answer

  Date: 02/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Yes, I did transfer my remaining balance AFTER the fees you took out of my account, unauthorized. You have the WORST customer service. Any other banking institution would have reversed or reduced the fees in question. Had you sent me a periodic statement of my balance or notification of fees, I clearly would have taken the balance out prior to you TAKING my money. How about you reverse the fees AND pay me interest. I will never deal with your company again, nor will I ever recommend anyone ever use your company and every chance I get I will absolutely tell people to steer clear of you. Worst, most incompetent customer service ever....And you have yet to SHOW me that I agreed to any of your terms or that you provided any notification of a remaining balance in my account. I would love to see how much money in fees you steal from customers without them knowing. Congratulations on finding a legal way to steal money from people.  
  
  Regards,
  
  **** ****

• Initial Complaint

  Date:01/25/2025

  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.

  TASC is the organization that manages my ***. They have it locked. Ive tried to resolve it three times submitting paperwork for a 2024 expense at Patient First. They are denying it and my credit will be impacted. I have almost 1000 that cannot be used for medical expenses. This is creating a hardship and no one cares.

  

  Business Response

  Date: 01/26/2025

  Hello,

  TASC responded to participant, Shonkaye ********* first complaint with the Better Business Bureau #******** regarding this issue (attachment 1). TASC advised that the participant's card was disconnected from the 2024 Healthcare FSA due to an unverified card transaction on 09/01/2024 in the amount of $40.85. TASC provided the documentation that was attached to the card transaction and advised that it did not meet the *** guidelines so the transaction remains unverified (attachment 2). The participant attached additional documentation to complaint #******** (attachment 3) and TASC advised in our response that this does not meet the *** guidelines as missing the date of service (09/01/2024) so the transaction remains unverified.

  TASC also advised in our response to complaint #******** that Shonkaye's employer requires TASC to disconnect the card from the Healthcare FSA if a card transaction is not verified within 60 days. The card will remain disconnected from the 2024 Healthcare FSA but the card cannot be used for 2024 expenses anyway as this is 2025. In order for Shonkaye to remain compliant with ***, the 09/01/2024 card transaction in the amount will have to be verified. Shonkaye can upload either the Explanation of Benefits from the insurance company or upload an itemized statement with the 5 points we outlined in our response to complaint #********.

  1. Name of Provider

  2. Name of Patient.

  3. Amount

  4. Date of Service (must be 09/01/2024)

  5. Description of Service

  If the participant cannot verify this card transaction, the transaction will need to be re-paid to the participant's 2024 Healthcare Benefit or the participant can provide replacement receipts by submitting the Benefit Account Repayment Form (attachment 4). The 2024 Healthcare FSA is currently in the runnout period with 03/31/2024 as the last day to submit eligible claims for 2024. Shonkaye's current balance is $248.15. The employer does allow carryover (maximum $610.00) so if Shonkaye does not submit any more claims for 2024, the remaining $248.15 will carry over to the 2025 Healthcare FSA after the runout date on 03/31/2025. If the participant does have eligible expenses for 2024, a manual claim must be submitted as the plan is in runout. If Shonkaye is able to verify the 09/01/2024 card transaction in the amount of $40.85, the documentation must be either uploaded to the transaction or it can be submitted via support request. It will NOT be processed if submitted through the Better Business Bureau.

  The participant has a 2025 Healthcare FSA and the available balance is $650.00. This is for eligible expenses that occur between 01/01/2025 and 12/31/2025. The card is connected to this benefit. Shonkaye has not used the card yet in 2025.

  Finally, the unverified card transaction does NOT impact Shonkaye ********* credit nor is the account locked. The card is only disconnected from the 2024 Healthcare FSA and would not be able to be used for 2024 expenses at this point as we are now in 2025.

  Shonkeye is welcome to call our ************* Team at ************ for any questions on how the employer has set up the Healthcare FSA, what the *** requires to substantiate a manual claim or a flagged card transaction or how to verify the flagged card transaction. ******** can also ask the employer for the Summary Plan description if this was not provided at the beginning of the plan year.

  Please let us know if you need additional information.

  Thank you.