Benefits by WEX
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User Reviews for Benefits by WEX
App has potential but has a few frustrating quirks
This app has significant potential. I like being able to check my balance and upload receipts. But it doesn’t coordinate with my insurance and therefore the app doesn’t work as well as another I had in the past. It automatically asks me for receipts/aka EOBs whereas my old provider used to automatically reimburse me for obvious things like a copay at a Doctor’s office. Also I had a lab refund my FSA card as they should not have charged me. The customer service rep I called at Wex said they saw the credit and it should take 1-2 months to rectify it. That was four months ago so I’m missing out on submitting another item. I used the app to contact customer service via email and after I hit send instead of getting a confirmation that my question was sent - the app announced that it had “timed out for inactivity”. 2021 just won’t go away!
Dishonest & Untrustworthy
I am extremely upset with this service. The fact that they are denying a medical payment before the start of the year, as if I can control when I have a medical emergency, is on the verge of customer abuse. Why would a legitimate medical bill be denied for payment just for being accrued before the beginning of the year? I understand that due to IRS regulations require that the tax free money be spent on medical services only, but to control a customers money to this extent means that someone would have to suffer medical pain or other issues until the following year just so that they “qualify” for payment.I expected better than this, and now I feel that I need to warn everyone about such a shady & dishonest practices. Next year, I have no intention or trust to put my money in this FSA ever again, as well as either report this company to the Better Business Bureau and keep as many other customers from using this service. I also feel that reporting these issues on social media will inform current & future customers from using & being abused by such distasteful services.
Appreciative
I really appreciate the help. There is no way that I could’ve afforded this unexpected bill, as I have my own bills to pay. I’m so grateful that my Dad can continue to be cared for. I can rest easy without the stress of him wandering due to his early onset of dementia followed by a stroke that he suffered. Hopefully his daycare will be opening in the near future. I just want You to know that your kindness hasn’t gone unnoticed. Thank You so much and many blessings wished to all that provided this fund. I wholeheartedly appreciate You. I can’t thank You enough.
App loads in portrait mode and will not rotate, it is frozen
Within the last several weeds the mobile app has started opening up in the portraits mode and freezes there, it will not rotate to the horizontal mode. All other apps will rotate if I wish. My problem is that when entering data the screen is then on a different axis than the attached typewriter keyboard that I use. Customer service knows nothing of this. I use Apple products and they ran tests and believer they software of the app has been updated for the iPhone and not the ipad. I use the ipad. As I said CS at DBI is total unaware of how to redolve theses issues, and were not even aware of then. I will try to contact the supervisory level and let them know. In other aspects the app is working, but there are certainly features that I would improve.
Wex mobile app rejecting receipts from 2022
I have 2022 funds left and am well before the deadline to submit receipts. Last week I uploaded a receipt for 2022 and everything went great. I then attempted to submit my next 2022 receipt 5 minutes later and got a rejection notice essentially stating that the date had to be 2023! After emailing and calling customer service, no one seems to know how to correct this issue on the mobile app. 2022 funds are still reimbursable and receipts should not be rejected. Customer service only could say that I can upload my receipts to the website instead. I prefer using the mobile app as I always have my phone with me and it’s faster. Why can’t anyone correct the app to continue to take 2022 receipts when you still have a balance before the deadline??
They want me to pay them back for something I paid for!
Last summer I had a severe case of trigger finger I went to a doctor at urgent care and he issued me a Breg hand and wrist brace to help with the pain. This FSA company denied payment on the brace. I got statements from Breg,so I paid them directly. This FSA company kept telling me they needed receipts so I sent them the receipt of what I paid for. Now they’re telling me I have to pay back the money to them, for what they never paid for in the first place. This is really messed up! I ended up having to go and get physical therapy done on my hand because of the pain. Also I ended up having to have Cortizone shots in my fingers. They’re giving me the runaround about that now. I had an overage so I know they kept a certain amount of money that I didn’t get to use up, and they still want me to pay them back more for something they never paid for in the first place. What a joke! If there were anyway that I could drop the FSA right now for this year, I would.
Too restrictive; clueless customer service
The app is easy to use so it gets a 2nd star from me. But WEX as a company so far has been a nightmare this year (my company just switched FSA to WEX). When they had insufficient receipts (they wanted more than just a charge to a medical specialist), and an issue with something needed covering right before my plan year began Summer 2021, they (1) CANCELLED my card, which meant I had to pay from my own bank and file claims with them every time for weeks, defeating the purpose of having the card, and (2) responded in customer service via phone by saying they “didn’t know” what to do no couldn’t elevate to any sort of supervisor. My issue is still yet to be resolved September 2021.
WEX deactivated my FSA debit card for erroneous denial of $99 lab test payment
I just got WEX through my employer for the 1st time in 2022. Things seemed to be going ok with WEX until they denied my $99 payment for the lab copay for prenatal genetic testing - despite adequate receipts and documentation - because the blood sample collection date at my doctor’s office was not the same date as the test date or results released date. WEX turned off my FSA debit card while I disputed the denial, which meant that three separate providers had to call and tell me my payment on file (WEX FSA card) had been denied. So I had to give the providers my original credit card information in order to get my medications. In the meantime, I submitted to WEX more than $99 worth of reimbursable expenses that I wasn’t able to pay with my deactivated WEX card. This was a real pain to try to resolve, and I still don’t even know if it’s resolved yet. DISSATISFIED.
Customer
The requirements for the use of this card are completely ridiculous! It is beyond me why you can submit a claim that literally has the name Fiesta Dental on it as that is my dentist and they need more information. Are you kidding me! I am not there for drinks at happy hour. It should not be that complicated. You submit a receipt they decline it and request additional information. I do not have time to run all over town to get additional copies because you all require more information. I am not the only employee who feels this way. Several of my coworkers have had their cards locked too. We have voiced our concerns with Human Resources and I can assure you they are looking at more friendly options for their staff members. A one star rating is generous.
Very disappointed
They have made it more difficult to submit claims. Before you could upload a receipt and be done. Now you have to answer so many questions and be so specific in what it is. If it’s a doctor visit then it’s a doctor visit. Instead you have to explain in detail what it’s for or you cannot submit your claim. And it doesn’t give you enough options to pick from and I don’t know why when you see the receipt is used for a hospital, or a doctors visit why you have to have a receipt for each visit. Another issue is the paperwork sent has to have so much information for what you were seen for or they deny your payment and freeze your card. Then you sit on hold for 2 hours and get disconnected and never get to speak with a person. The app gets a one star and I’d give the business no stars if I could.
Description
Keep tabs on all your benefit accounts by quickly checking your balances and details using our secure mobile app. With real-time access and intuitive navigation to all your important account information, our app includes the following features: Easy, Convenient & Secure • Simply login to the intuitive app using your same health benefits website username and password (or follow alternative instructions if provided) • No sensitive account information is ever stored on your mobile device • Use Touch ID or Face ID to quickly log in to the mobile app Connects You with the Details • Quickly check available balances 24/7 • View charts summarizing account(s) • View claims requiring receipts • Click to call or email Customer Service • View your statements and notifications • Scan product barcodes to determine their eligibility Provides Additional Time-Saving Options (if supported or applicable to your account(s)) • File a claim towards your FSA and HRA • Take or upload a picture of a receipt and submit for a new or existing claim • View, contribute and distribute HSA transactions • Pay bills from any account and add a payee • Manage your expenses by entering medical expense information and supporting documentation • View and Manage your HSA investments • Retrieve your forgotten username/password • Report a debit card as lost or stolen Powered by WEX Health®
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