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:01/03/2025

  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've been stuck using TASC for a few years now and I've summarized the issues below. Before leaving this review I've reached out serval times and my requests have been closed without a response. My HR team have also reached out.- the card simply doesn't work which shouldn't be a huge issue given there's the option of claiming with a receipt...but - for the first 18 months or so reimbursement requests would just fail. No notification, no explanation of why. They'd just fail. I haven't to submit everything several times until they'd eventually go through - After having to change elections midway through the year my contributions just stopped showing on my account. They would periodically show as pending but never clear. After weeks of chasing I was stold (via HR) that these funds were available but would not display correctly until the new year - it's now the new year and I need to claim back and guess what - rather than the $1400 I should have available my balance is showing as $12. After being told that my funds were available I submitted a claim for $200 and was given the $12.

  

  Business Response

  Date: 01/10/2025

  Hello,

  Mr. ******* employer uses a file feed vendor to send TASC enrollment and election changes. When Mr. ***** made the election change, the file feed vendor sent the information over showing the election change minus what Mr. ***** already contributed which caused a change in his contributions and therefore, what was available to him to spend. This was corrected but the file feed was sent again and over road the corrections. As we are no longer in 2024, we will not be receiving any more 2024 files that would override the corrections. As long as Mr. ***** does not make an annual election change in 2025, there will be no further issues. If he does need to make an election change, we recommend that he notify his employer so they can in turn notify us as we will have to flag the next file and every file thereafter.

  His available balance is now correct and up to date. Please let us know if you need additional information.

  Thank you.

   

   

  Customer Answer

  Date: 01/10/2025

  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.
  
  While my balance is indeed up to date it should not take 4+ months of chasing from me and my HR team to resolve. By their own admission they cannot accommodate mid-year changes which is unacceptable - if my wife were to lose her job in March and I were to add her and my kids to my policy (while increasing contributions to match) I would not be able to access these funds until the following January.

  Additionally closing support tickets without a resolution or without notifying customers is not acceptable.

  
  Regards,
  
  *** *****

  

  Business Response

  Date: 01/15/2025

  Hello,

  Mr. ******* employer uses a file feed vendor. The file feed vendor is aware that they are supposed to send the files to TASC showing the new annual election, however, due to a limitation on their end, the new election amounts come to TASC minus what Mr. ***** has already contributed. This is the root cause of his contribution and therefore, his available balance being incorrect. TASC has been in contact with Mr. ******* employer regarding this limitation and his employer has confirmed that they will notify TASC if a participant makes an election change in advance to their vendor sending the file for the week so that TASC can flag that participant's account and not process the amount that comes over on the file. TASC has made this accommodation for Mr. ******* employer and will manually update the participant's election change. This is the reason we recommended that if Mr. ***** does make an election change in 2025, he notifies his employer so they can in turn notify TASC so we can flag his account and update his annual election manually.

  Mr. ***** submitted support request WRF-********** on 10/18/2024 and TASC sent a response through the support request on 10/22/2024. Mr. ***** submitted support request WRF-********** on 01/06/2025 and TASC has not yet responded to this support request as his account was in resolution due to this complaint. The support request is still opened and a note has been placed in the support request that it can be closed as Mr. ****** account has been corrected.

  Please let us know if you need additional information.

  Thank you.

   

• Initial Complaint

  Date:12/26/2024

  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.

  This complaint concerns 4 ongoing issues in regards to the employee benefit provider, ***************************************** (TASC): (1) false advertising, (2) TASC refusing to cancel services, (3) TASC not issuing a refund for services not rendered, and (4) data privacy violations. All have been convoluted over the past four months by TASC repeatedly ignoring emails and support requests initiated in TASCs own platform. (1) We decided to use TASC expressly because TASC claimed its platform was integratable with *****'s payroll platform. That was a flat-out lie. Requests to set this up since ****** have gone mostly ignored and sometimes with the response, its not possible. (2) Ive asked to have our services with TASC cancelled via numerous emails and support requests filed through TASCs platform since November. Most have gone unresponded [see screenshot]. Via phone, I was told to fill out a termination form, which I submitted on December 20 [see screenshot]. Service has still not been cancelled. This is all complicating (3) our ability to get refunded for services not rendered, including for 8 months of a 12-month prorated period paid in ****** [see pdf]. With no response to emails or support requests, we (4) tried to remove our banking info from TASCs platform, which was disallowed. We also asked via email and support request for TASC to discontinue storing and processing personal and sensitive info, including banking info. TASCs refusal presents a violation of consumer data privacy laws and regulations. Our baseline ask today is for TASC to cancel ***** services, reimburse us for the 8 months of services not rendered ($553.33 is *****%, eight-twelfths, of the $830 total paid) and, after issuing the refund, to immediately discontinue storing or processing all of our PI and PII. If these three things are not completed by the end of December, we may file a claim wherein well provide further email and recorded call evidence and seek additional damages.

  Customer Answer

  Date: 12/29/2024

  Since filing this complaint, TASC has updated the status of all of my support requests in their portal (looks like this morning). It seems like what they're doing is trying to time-delay my request for services cancellation, maybe in an attempt to claim more fees. In addition to ignoring my emails and cancellation service request from November and early December, TASC also "cancelled" the support request to which I attached the completed TASC termination form (which took nearly a month to get from them), and are now asking me in a different support request to submit the exact same form.

  
  

  As you can see in the attached screenshots of TASC's support request portal, I submitted the termination form I was finally able to get from them on December 20. But they're ignoring the fact that I already sent it to them and asking for it again. I'm not going to submit this again, adding it with date stamp of December 27, when we've been asking for cancellation since November.

  

  Business Response

  Date: 12/31/2024

  Hello,

  TASC has assigned a Resolution Specialist to work directly with Ms. ******* to address the issues outlined in this complaint. TASC has processed the cancellation as requested and our Resolution Specialist has already made contact with Ms. ******* requesting a call to discuss the other issues in order to come to a full resolution. TASC will work with Ms. ******* and update her directly.

  Please let us know if you need additional information.

  Thank you.

• Initial Complaint

  Date:12/16/2024

  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.

  TASC continues to deny valid charges, even when a letter of medical necessity is provided. Several below:- Date of Service 6/27/24, vitamins and supplements prescribed by doctor purchased at ********** $126.22. LoMN provided.- Date of Service 11/2/24, hormone therapy prescribed by doctor, dispensed at the clinic. $60.28. LoMN provided.The following are still pending, but will be denied because I provided the same LoMN.- Date of Service 12/12/24, hormone therapy prescribed by doctor, dispensed at ************ Compounding. $102.66. LoMn provided.- Date of Service 11/2/24, hormone therapy prescribed by doctor, dispensed at the clinic. $102.69. LoMN provided.- Date of Service 8/28/24, hormone therapy prescribed by doctor, dispensed at the clinic. $102.69. LoMN provided.- Date of Service 7/22/24, hormone therapy prescribed by doctor, dispensed at the clinic. $63.30. LoMN provided.

  

  Business Response

  Date: 12/16/2024

  Hello,

  Please provide your TASC ID number and name or your employer as we are not finding an account under the name **** *******.

  Thank you.

   

• Initial Complaint

  Date:12/02/2024

  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 had multiple issues this year with TASC providing reimbursement for medical expenses despite verification provided. I believe they are deceptive and decided to escalate this issue further. My spouse and I used our TASC issued FSA card for his dental services on 11/19/24 in the amount of $1610.33. TASC requested verification on 11/20/24, and I provided the documentation they requested per their site, which is:-Provider/merchant name -Date of service/purchase (must be within current plan year)-Description of the service/purchase -Amount of the service/purchase.They requested verification again on 11/25/24, and I sent the same itemized document along with a general receipt. I noticed on 12/2/24 they sent another verification request on 11/28/24. I called customer service and spoke with a male representative with a Middle Eastern accent. I verified my name, date of birth, address, employer, type of account and date of service. He told me that what I provided was an estimate. I explained to him that it states "Payment Summary" on the document, and even described in detail where the description of service, receipt and credit card payment reference numbers were located on the document. He says "ok thank you, yes I see, " then places me on hold again. He returns and says I need to call my insurance company and provide the Explanation of Benefits for further verification. I informed him that does not make sense because what I provided has what is requested per their site, the *** is not a bill and does not show payment. I asked to speak to a supervisor. He agreed and said he was transferring me. After another long hold, the man with the SAME voice and accent returned using a different name. He said that he submitted a ticket (without my knowledge or request), and their support team will review it and contact me in 7-10 business days. I have submitted proper documentation as requested on their site, and ask the transaction to reflect "Paid."

  

  Business Response

  Date: 12/06/2024

  Hello,

  TASC has reviewed Ms. ******* account. Ms. ****** used her TASC MasterCard on 11/19/2024 in the amount of $1610.33 and the card paid the dental claim. The card transaction was flagged for verification. Ms. **************************** a Payment Summary from the provider. The summary does include the name of the provider, name of the patient, date of service, description of service and an amount for each line item description of service, what Ms. ****** paid that day and that the dental provider billed ********************* provider. This makes the document an estimate and TASC cannot accept estimates. Once her insurance company processes the claim, they will provide her with an Explanation of Benefits for these services which will show exactly what the insurance company paid the provider and the amount that is Ms. ******* responsibility. If the Explanation of Benefits shows that Ms. ************************** after insurance is processes is $1610.33 or more, then TASC can verify the transaction.

  Ms. ****** should upload the Explanation of Benefits to verify her card transaction once it is available. She can also submit a support request to provide the Explanation of Benefits.

  As a result of this complaint, TASC has pulled Ms. ******* call on 12/02/2024. The initial representative Ms. ****** spoke with was a gentleman by the name of ****** *. Rodnel advised Ms. ****** that the documentation she submitted was an estimate as insurance will billed and she would need to submit the Explanation of Benefits to verify the transaction. Ms. ****** then asked to speak with a Supervisor.  Rodnel transferred Ms. ****** to an Advocate, ***** D. ***** advised that he submitted a ticket to have our processing team take another look at her documentation and ***** provided Ms. ****** the work order number. This work order was reviewed and again, the documentation was rejected as an estimate as the insurance company was billed. It should be noted that Rodnel C DID transfer Ms. ****** to Advocate ***** D and did not just put her on hold and then come back and give her another name.

  Please let us know if you need additional information.

  Thank you.

  Customer Answer

  Date: 12/16/2024

  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 disagree with the business response stating that what was submitted was an estimate.  What was submitted was for services rendered that day. All medical claims are submitted to insurance, and what was paid was the out-of-pocket expense. In addition, I have previously submitted similar statements which were accepted by TASC. According to what they require per their site, and what they stated in their response, I have followed their guidelines for verification. If there are additional rules or protocols, such as providing an EOB, it should be noted on their site, and a formal letter should be sent to employees. I can request the *** from my insurance (which is not a bill, and not reflected on what TASC requires per their site) in order to close this case. However, I do not understand the hassle from TASC not reflecting this legitimate expense as paid on the account, as my contributions are deducted from my biweekly paycheck. 
  
  Regards,
  
  ****** ******

  

  Business Response

  Date: 12/20/2024

  Hello,

  TASC has reviewed all Ms. ******* manual claims and documentation submitted to verify flagged card transactions. Ms. ****** submitted an itemized receipt to verify a card transaction on 08/22/2024 for a dental claim in the amount of $588.00. The documentation was accepted as it included the name of the provider, name of the patient, date of service, amount of service and description of service. The provider did not have any mention that ********************* was billed and therefore was accepted. Ms. ****** submitted a manual claim on 09/12/2024 in the amount of $305.00 which was denied. This documentation was from the same provider as the card transaction in question, DC Perio and Implants and was in the same format as the documentation Ms. ****** attached to verify the claim in the amount of $1610.33. Both have amounts DC Perio and Implants billed to her insurance company making the documentation an estimate, therefore, an Explanation of Benefits is needed which will show exactly what the insurance company approved and paid and what Ms. ******* will owe the provider after the insurance pays. The issue is with the statements that this one particular provider is giving Ms. ******* TASC recommends that Ms. ****** should request an itemized statement from the provider that does not show what the provider has billed her insurance. Some dental providers will not provide this as they recognize that the payment they requested from the patient is an estimate until the claim has processed through insurance. If the provider will not provide an itemized statement without what they billed the insurance, as the provider did for the $588.00 claim, then Ms. ****** will simply have to provide the Explanation of Benefits once her insurance company processes the claim.

  Let us know if you need additional information.

  Thank You.

• Initial Complaint

  Date:11/30/2024

  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 am writing to formally file a complaint against TASC due to their failure to process a reimbursement claim and lack of response to my inquiries.Details of the Incident:Transaction Date: November 22, 2024 Amount: $2.48 Item Involved: HALLS Relief Honey Lemon Sugar Free Cough Drops, 25 Drops TASC ID: ************** I submitted a reimbursement request on November 26, 2024, for an expense totaling $2.48. The item in question was purchased for medical necessity, specifically HALLS Relief Honey Lemon Sugar Free Cough Drops, which are over-the-counter and eligible for medical reimbursement.TASC declined my reimbursement request on the grounds of "IneligibleExpense." Subsequently, I contacted TASC on November 27, 2024, seeking clarification on why the expense was deemed ineligible, but I have not received any response to my inquiries.This lack of communication and refusal to process an eligible expense is not only frustrating but also concerning, as it calls into question TASC's commitment to customer service and proper handling of reimbursement claims.Resolution Sought: I request that TASC processes the reimbursement of $2.48 immediately and provides a clear explanation for the initial denial. I also expect TASC to improve their customer communication to ensure that no other customer has to face similar inconveniences.Thank you for your attention to this matter. I am looking forward to your response to resolve this issue.Warm regards,Hongkang ** ***************

  

  Business Response

  Date: 12/06/2024

  Hello,

  Mr. **** claim in the amount of $2.48 was denied as the documentation he submitted and attached to this complaint is insufficient. The documentation is missing the date of purchase. TASC reminds Mr ** again of the *** requirements on documentation:

  1) Name of the Provider

  2.) Name of the Patient

  3.) Date of Service (or order)

  4.) Amount

  5.) Description of Service

  Mr. ** will have to re-submit his claim for $2.48 with the proper documentation that includes the date of service (date of the ******* Order) in order to be reimbursed.

  Please let us know if you need additional information.

  Thank you.

   

  Customer Answer

  Date: 12/06/2024

  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.
  
  [Here are the complete details for my resubmission:
  Name of the Provider: Walmart
  Name of the Patient: Hongkang Xu
  Date of Service: November 22, 2024
  Amount: $2.48
  Description of Service: Purchase of HALLS Relief Honey Lemon Sugar Free Cough Drops, 25 Drops. This item is a medical necessity and is over-the-counter, eligible for medical reimbursement.
  Attached you will find a copy of the receipt with the date of service clearly indicated, as well as other required information. I trust this meets the requirements set forth by the *** and TASC for reimbursement.
  Please process this claim at your earliest convenience.
  Thank you for your assistance and attention to this matter. I look forward to the swift handling of this claim.]
  

  

  Business Response

  Date: 12/09/2024

  Hello,

  Requests for reimbursement will not be processed through Better Business Bureau Complaints. Mr. ** has submitted another request for reimbursement in the amount of $2.48 on 12/06/2024 for date of service of 11/22/2024 and attached the same documentation as he has attached in the complaint. The date of service (or date of order) he attached to the 12/06/2024 submission has a date of service or date of order of 11/18/2024 which does not match the date of service he entered of 11/22/2024.

  Mr. ** will have re submit a new request for reimbursement with the correct date of service of 11/18/2024 or provide documentation showing date of service as 11/22/2024 and attach it to the 12/06/2024 request for reimbursement.

  Thank you.

  Customer Answer

  Date: 12/09/2024

  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.
  
  [Thank you for your response. I was unsure whether the date of service referred to the order date or the pick-up date, as this was not clearly specified. To resolve the issue, I have re-submitted the request using November 18, 2024, as the date of service.]
  
  Regards,
  
  Hongkang **

  

  Business Response

  Date: 12/11/2024

  Hello,

  Mr.** resubmitted his request for reimbursement in the amount of $2.48 with the correct date of service and the request has been approved and paid on 12/11/2024. The funds are in *************** and he can transfer his MyCASH balance to his personal checking account.

  As a reminder, this issue could have been resolved by calling our ************* Team at ************. While submitting support requests is one avenue to ask questions about denied requests for reimbursement, please note that the response time for support requests is 7-10 business days. TASC again recommends that Mr. ** call our ************* Team rather than submitting a support request of filing complaints through the Better Business Bureau as we can look at his denied claim, approve it while he is on the call or advise him on what his request is missing in order to get his claim paid as quickly as possible.

  Please let us know if you need additional information.

  Thank you.

  Customer Answer

  Date: 12/11/2024

  [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,
  
  Hongkang Xu
  

• Initial Complaint

  Date:11/22/2024

  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.

  For the processing reimbursement for one of my employees. Repeated errors, miscommunications, and lack of accountability have directly led to significant financial and emotional distress for my employee, culminating in the threat of their removal from school due to nonpayment. Initial Issues with funding the account despite multiple calls and emails to *** *****, there was no response for weeks. When I eventually connected with another representative, I was instructed to download a form, upload it to the system, and assured that the account would self-fund. This did not occur. Conflicting Instructions and Failed Processing I contacted the company and encountered *** ***** again, who claimed he had not received any emails but promised to handle the matter.After funding was allegedly processed, I was told by another representative that my employee could proceed to the school because funds were available. However, the employees payment card was declined at the school.Upon calling back, I was advised to upload a funding request, which I did. Days later, the request was declined. I was informed this was an error and assured it would be processed *****************, the employee was at the bursar's office attempting to address the outstanding balance, only to be threatened with removal from the institution for nonpayment. I witnessed my employee endure an unprofessional and humiliating interaction with your staff. Today I called I was told by *** ****** that the company has no obligation to notify me of any issues and that it was solely my responsibility to ensure follow-up, contradicting the assurances given earlier.The mishandling of this matter has caused irreparable harm, including jeopardizing my employees education and professional future. As a small business owner, I entrusted to handle tuition reimbursement with diligence and professionalism. Instead, this experience has been marked by incompetence, miscommunication, and an alarming lack of accountability.

  

  Business Response

  Date: 11/25/2024

  Hello,

  TASC is not finding ****** ******* as a participant in our system.  As the complainant refers to "her employee" in the complaint, it is assumed that ****** ******* is the primary contact for the client and it is not her personal account that is in question.  Neither the name of the client, the name of the participant or their TASC ID numbers have been provided so TASC cannot investigate the issue in order to bring it to resolution.

  Please provide the name of the participant and his/her 12-digit TASC ID number AND the name of his/her employer and the employer's 12-digit TASC ID number so that ******************** can address this issue and respond to the Better Business Bureau.

  For the most expedient resolution, ****** ******* should call TASC ************* Team at ************ and ask for a supervisor who will be able to assist her immediately. In most cases, a supervisor can resolve the issue on the call but if the issue cannot be resolved on the call, the supervisor will open a Resolution Ticket which will be assigned to a Resolution Specialist. The Resolution Specialist will be the participant and/or Ms. ********* single point of contact until the issue is resolved.

  Thank you.

  Customer Answer

  Date: 11/25/2024

  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.
  
  [Please type your response here.] ************************;4423-0773-5105. Employee ******* *******  5802-8873-0391 Tuition Reimbursement. I will never call this company the hold time is too long and the transfer are too many. 
  Regards,
  
  ****** *******

  

  Business Response

  Date: 12/03/2024

  Hello,

  A Resolution Specialist has been assigned to this case and has reached out to Ms. ******* directly. The Resolution Specialist has requested a call with Ms. ******* to discuss the issue and possible resolution and will be updating Ms. ******* as they become available.

  Please let us know if you need additional information.

  Thank You.

   

   

   

• Initial Complaint

  Date:11/19/2024

  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 an *** account through my employer and TASC has denied nearly all of medical payments and reimbursements. I received a new card earlier in the year but my purse was stolen and I needed to replace it. In the meantime I had been paying out of pocket and submitted the receipts. They were denied with no reason. After calling for several days it was said it was not sufficient information. For reimbursement or payment. Granted most of these are after the replacement was received and the card was physically used in the office. The receipts carried date, time, location, practice name (major hospital for all) and amount. I never received a letter to explain the denials and the emails say login for details and of course there are none. I kept calling and was told my employer requires the *** from the insurance carrier. They don't. I looked into it. But I submitted it anyway. Some prescriptions are approved but no other FSA eligible are. I'm paying a *** to come out more money. Because I see this every year I can only believe this is done because but of the money forfeiture at the end if the year. I'm a single mom who can't afford to lose money every year. I'm afraid to go to the dentist or get new glasses because of the repeated denials.

  

  Business Response

  Date: 11/21/2024

  Hello,

  Ms. *************** submitted 4 manual claims on 09/23/2024 for $5.00 each for dates of service 03/29/2024, 08/15/2024, 09/11/2024 and 09/17/2024. Each claim had a credit card receipt attached to substantiate the claim. Unfortunately, receipts from credit card machines do not have the 5 items the *** requires in order to show the item or service is FSA eligible. In all four cases, the documentation was missing the name of the patient, the description of service, such as "co-pay" and the name of the provider in a couple of cases (see attachment 1)". In all four cases, a denial reason was given as either "Documentation Unreadable" or "PNR on Documentation or Patient Name Required".

  Ms. *************** is welcome to re-submit the request for reimbursement with the proper documentation. As a reminder, in order for a manual claim to be approved the documentation must have the following 5 items:

  1. Name of the Patient

  2. Name of the Provider

  3. Date of Service

  4. Amount of Service

  5. Description of Service (Examples are Co-pay, Deductible, MRI, Office Visit. NOT ACCEPTABLE - Payment, Balance Forwarded)

  The BEST form of documentation is an Explanation of Benefit from the insurance company as it has all the above items. Although an Explanation of Benefits is the BEST form of documentation, it is NOT required in order for TASC to pay a manual claim but in lieu of the **** an itemized statement with the above 5 items will be needed to substantiate and pay a manual claim. If the claim is for a prescription, the bag tag has all the information above including the name of the medication which is the description of service. There are some medications, although prescribed by a doctor, that are not automatically FSA eligible and require a Letter of Medical Necessity. An example would be medications for weight loss, such as *******. For Ms. *******-Howlett's  convenience, the Letter of Medical Necessity is attached (attachment 2). The Letter of Medical Necessity must accompany the itemized statement, EOB or prescription bag tag each time she submits for reimbursement. The letter is valid for ONE YEAR from the date the doctor signed the letter.

  TASC does record all calls. Ms. *************** called TASC on 09/23/2024 at 8:59am. Ms. *************** requested to speak with a supervisor and was informed that the TASC representative she was speaking with was a supervisor who could assist her with her card request. Ms. *************** requested to speak with the supervisor's manager and was immediately transferred. This supervisor attempted to show Ms. *************** how to order a new card through the participant portal but Ms. *************** refused so the supervisor re-ordered a new card to replace the lost/stolen card. Ms. *************** called TASC on 09/24/2024 at 7:39am and asked the TASC representative if he was the supervisor she spoke with previously and when she was told "no", Ms. *************** disconnected the call. She called back that same day at 7:48am about the four denied claims submitted on 09/23/2024 and was advised that an itemized receipt with the 5 items above OR an Explanation of Benefits from her insurance provider is needed to approve and pay the claims. Ms. ************************ employer sets the rules for reimbursements and verification. Her employer allows all card transaction to be approved at the point of sale based on the presence of an IIAS tag as well as what the plan set-up allowed by her employer, but even these transactions can be flagged for additional documentation. Her employer requires that ALL Manual claims be substantiated with the proper documentation in order for TASC to pay the claim. This was explained to Ms. *************** on 09/24/2024 call @ 7:48am when she advised that the claims to the same provider and for the same amount pay when she uses her card but are not paying when she submits the claims manually.

  Finally, TASC does not deduct money from Ms. ***************** paycheck. This is done by her employer or their payroll company. TASC does NOT keep any unused FSA Healthcare funds. Her employer has set up the 2024 Healthcare FSA plan to allow $610.00  to carry over to the 2025 Healthcare FSA plan year. This carry over will not occur until AFTER the runout date on 03/31/2025 and until the plan is finalized. Carry over amounts usually appear in the new plan year around mid-April of that plan year.  Any unused amount over $610.00 is forfeited back to her EMPLOYER per IRS guidelines. TASC does not keep any unused participant funds.

  Please let us know if you need additional information.

  Thank you.

   

• Initial Complaint

  Date:11/18/2024

  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.

  I have a LIMITED PURPOSE HEALTHCARE FSA 2024. I submitted a simple reimbursement for contact lenses. They declined the reimbursement and requested additional information. I provided this information and it was declined again. I was told I would need additional information given and did this again. I was then declined again. I called in and in my discussion with TASC was asked for completely different information. I asked who got my money if I failed to get the reimbursement and the answer is that they keep it. It seems at this point they are playing a game where by denying my legitimate reimbursement they will make an increased profit.

  

  Business Response

  Date: 11/20/2024

  Hello,

  Mr. ******* did submit manual claims several times for contacts in the amount of $319.96. Each time the documentation was missing information. The claim submitted on 11/05/2024 was missing the provider name and the claim submitted on 11/11/2024 was missing the patient last name and provider name. One of the claims submitted on 11/13/2024 was missing the description of service (in this case, contacts).

  Mr. ******* resubmitted the claim on 11/18/2024 with all the *** requirements and the claim has paid. The funds are in Mr. ********* mycash and he can now log in and transfer the funds to his personal back account. If he needs assistance setting up a transfer, he should call our ************* Team at ************. 

  As a reminder, manual requests for reimbursement should include either:

  1. An Explanation of Benefits from the insurance company

  2. Itemized Statement or Receipt with the following items:

      (a) Name of the Patient

      (b) Name of the Provider

      (c) Amount

      (d) Date of service (or date the item was ordered)

      (e) Description of Service (in this case Contacts)

  Please let us know if you need additional information.

  Thank you.

   

   

  Customer Answer

  Date: 11/22/2024

  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 called TASC and went through 4+ pieces of identification to ensure I was actually who I said. After a brief conversation I was put on hold for more than 30 minutes. I then was asked 8+ identifying points at which point I asked why they were asking me to double verify somewhat obscure things that needed to be looked up. No clear answer was given and more questions were asked. They already had my name, account number, DOB, SSN (last four digits). This was clearly something to just get me to go away assuming my concern was not legitimate. I went through this process for more than an hour and was told all that was needed was a date of service. I promptly provided this and it was rejected after about three days. All the blanks were filled out with the addition of information they asked for beyond the blanks. The reason listed was a three letter code within a form letter that said I could appeal. I asked at that point if it was actually eligible and within my benefits - answer "yes." 

  1. Why is there no attempt to explain denials of claims?

  2. Why was I subjected to the extra questions that seemed intended only to "make me go away."

  3. Why was I told what I would have to submit as far as above and beyond information, then after providing it, told significantly more information was needed.

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

  

  Business Response

  Date: 11/24/2024

  Hello,

  As we mentioned in our initial response, Mr. ******* did submit several manual claims in the amount of $319.00 but each time, the documentation was missing at least one of the 5 item required by the **** The claim Mr. ******* submitted on 11/18/2024 did have all of the requirements needed to approve and pay the request and his claim was paid. The funds are in Mr. ********************* account and he can log in and transfer the funds to his personal bank account. ******************** does provide denial reasons on all his denied claims such as Description of Service Required or Insufficient Documentation. Further, the reasons for denial was provided to Mr. ******* on 11/12/2024 when he call **************** and escalated to a supervisor.

  TASC will always verify the caller to make sure we are speaking with the account holder. We have 4 points of verification and when a participant is transferred to a supervisor, we are required to verify the caller again. This is for the protection of the account holder and their private account information.

  Mr. ********* claim in the amount of $319.00 has now been paid.

  Please let us know if you need additional information.

  Thank you.

   

  Customer Answer

  Date: 11/25/2024

  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 are two misrepresentations in the response sent. The first, and most important, is that the reason for denial was not listed how TASC says it was and I have the screen shots for this. It actually just says DDS followed by a message that says I can appeal. This is much different than saying what is actually missing. The second is the four points of verification. I was asked 6+ points of verification because they were trying to give me the run around after keeping me on multiple 30 minute holds. This would be easy to verify and give feedback on if it was a recorded line (I think it was). 
  
  Regards,
  
  ******* *******

  

  Business Response

  Date: 11/26/2024

  Hello,

  TASC has addressed Mr. ********* issue and he has been reimbursed for his claim in the amount of $319.96.

  TASC will always require verification. If Mr. ******* wants to further argue his point about verification he needs to call ************ and ask for a supervisor, TASC does record all calls so if he knows the date of the call in question, he can ask the supervisor to pull the call and have it reviewed by our quality team. There is no further resolution that can be accomplished through this Better Business Bureau complaint.

  Thank you.

   

  Customer Answer

  Date: 11/26/2024

  [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:11/17/2024

  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 cannot even tell you how much I paid or what they claim I owe. I was arrested May 5th 2022 Tasc was a program designed to help people instead it was a program setup to call me an alcoholic waste my time because I made one mistake. I thank God nobody was hurt I was having a bad time which doesn't excuse my irresponsible decision to get behind the wheel i get that. I understand very much now what could have happened i think of it every day more than people in that program who cost people their lives and decided to do it again. I'm not one of those people I just want to get back to my life i paid the 1400 fine I paid for the *** course whatever its called to be told there's no record of me in treatment during the last year. First off I was and I never needed it i spoke to morons who diagnosed me as suffering from mild depression I didn't realize you need an education to figure that out after someone was arrested. Of course i was depressed who wouldn't be? Doesnt mean I need treatment from people not qualified to diagnose me in the first place. What that program put me through the last 2 years I was working 6 days a week last winter times got so bad I had to sleep in my car most people hear that they don't realize I was still holding a career job pretending I was okay when I was not. I cannot even tell you what I went through and it's still going on right now this is my one off day Sunday it's almost 7 am and I'm writing you this not much else needs to be said im disgusted by the whole process imagine if I was an actual criminal how they would treat me

  

  Business Response

  Date: 11/19/2024

  Hello,

  We are very sorry to hear of your struggles. You have filed this complaint against the wrong company as we are ***************************************** (TASC) not Treatment Alternatives for Safe Communities (TASC). We are a third party administrator for employee benefits and compliance and we have nothing to do with alcohol treatment.

  We respectfully as that this complaint be closed as SATISFIED so ***************************************** is not penalized for this complaint.

  Thank you.

   

   

  Customer Answer

  Date: 11/19/2024

  
  
  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:11/13/2024

  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.

  I have a complaint about TASC they disabled my card in Oct 2024, I found out as my transactions were being declined I called and spoke to a *** who advised me that it was because I needed to submit receipts for a order I already got back in July 2024, *** said that the *** has been on them for regulations (which I'm sure he wasn't supposed to say that but now TASC have to have someone manually go over all orders now I thought that they always were but no problem I uploaded the receipts from Carewell whom I had been ordering from since ******************************************** 48 hours well it wasn't and come to find out per supervisor at TASC ****** my card was actually deactivated by no one ever told me on 3 calls. ****** is advising me that the items I purchased in July ************************************************************************************* anything to this effect and of course they had not, I advised ****** that I have been ordering the exact same products from ******* through TASC since 2022 and I have the receipts so how you going to hold me accountable for something I been ordering for years so to be fair I said from now on I won't order those products now that I have been finally told but she advised I would have to pay $218.00 back which is so unfair since they didn't do their job. I have Kidney cancer and had surgery to remove one of my kidneys an I need constant care from drs appts and meds which now I have to come out of my pocket and pay when I still have over $1000.00 on my TASC card and they are still taking out $75.00 every two weeks from my paycheck so we can carry over 600 dollars and I will lose over 500 dollars since they deactivated my card and didn't even tell me till i called. I don't know how they can hold me accountable if they were not doing their job as I said I have ordered the same items since 2022 I've had this TASC card for almost 6 years and I have all my receipts to show from 2022 not enough room to upload them

  

  Business Response

  Date: 11/19/2024

  Hello,

  Ms. ***************** 2024 Healthcare *** benefit account has been reviewed. While it is correct that the TASC MasterCard is active and has never been "deactivated", the card has been disconnected from her 2024 Healthcare FSA benefit. The card itself remains active as there is a MyCASH portion of the card that is separate from the Healthcare benefit portion of the card. If Ms. *************** had any funds in her MyCASH account, her card would have been able to draw funds from her MyCASH account.

  The HealthCare Benefit has been disconnected from the card per her employer's plan set up and is the reason the card is declining. Ms. ******************************* employer requires TASC to disconnect the cards from the benefit accounts if a card transaction is not verified after ************************************** *************** has one card transaction that requires verification. The date of the transaction is 08/09/2024 in the amount of $218.02 for the purchase of 4 different vitamins/supplements. Per IRS regulations, vitamins and supplements are generally NOT eligible for FSA reimbursement unless recommended by a doctor to TREAT as SPECIFIC MEDICAL CONDITION. For example, iron supplements to TREAT *************** anemia. Attached is the TASC, Letter of Medical Necessity for Ms. ***************** convenience,  The doctor must complete the attached form for each of the 4 vitamins/supplements with a diagnosis of a specific medical condition the vitamin or supplement will be treating. The doctor must fill in a date of diagnosis/Onset with a date PRIOR to 08/092024 in order for Ms. *************** to use the Letter of Medical Necessity to substantiate or verify the card transaction of $218.02 on 08/09/2024. The Letter of Medical Necessity must be submitted every time the vitamin/supplement is purchased. The Letter of Medical Necessity is good for one year from the date the doctor signs the form and a new letter must be obtained each year.

  The Healthcare *** Benefit will remain disconnected from the card until Ms. *************** does one of three things:

  1. Submits replacement receipts totaling $218.02 via support request being very specific that the receipts are to cover the $218.02 card transaction on 08/09/2024.

  2. Re-pay her 2024 Healthcare FSA -  follow the instructions on the attached overpayment letter that was mailed to Ms. ***************.

  3. Attach a Letter of Medical Necessity - follow the instructions on the attached overpayment letter.

  Finally, Ms. *************** states in her complaint that TASC is taking $75.00 out of her paycheck every two weeks. TASC is a third party administrator of *** benefits for her employer and has no part in deductions from her paycheck. This is done through her employer or their payroll provider, not TASC.

  If Ms. *************** has any questions or need clarification on exactly what is needed to verify the card transaction on 08/09/2024 of $218.02 she should call our ************* Team at ************.

  Please let us know if you need additional information.

  Thank you.