April 4, 2010
Constant requests for verification forms
WageWorks continues to ask me for copies of receipts to prove my medical reimbursement requests are legitimate.I could understand if these were for OTC purchases but they are clearly to Dentists and Doctors. You can never speak to anyone there and all you can do is keep submitting paperwork and hope that someone there comes to their senses. Just who regulates this company becasue they need to be investigated!
January 25, 2010
This is quite possibly the most disorganized operation I've ever dealt with. The fact that the situation involves maintaining COBRA coverage doesn't help.
When I had to start paying for COBRA benefits, I received conflicting information not just on the payment amount but also on the drop-dead due date, three separate times, which got closer every time the payment amount was redacted. In November, I was sent a letter from WageWorks stating that I would have to enroll in an on-line "enhancement" by which I would have to print out my own payment coupons. The putative site (cobra.wageworks.com) does not appear to be alive, and the WageWorks customer service department claims no knowledge of it, although they assert that coupons were sent to me on the same date as the letter informing me that I will no longer be receiving payment coupons.
It's frankly shocking, not just because of the apparent lack of internal communication, but also because of the gravity of the matter of maintaining health coverage. On at least one occasion I was advised to just send a big check and have them sort it out later.
December 28, 2009
It's almost impossible to get this service to cover anything. I sent in a claim last week, and here's what happened:
1) It was rejected because I didn't check some box on the form. I'm fairly certain that I did, but I resubmitted the paperwork, anyway.
2) It was rejected because "the date of service could not be determined." This was simply false, the receipt was clearly dated.
3) I called, and was given a new reason for rejection - that my receipt didn't prove I bought prescription contacts (as opposed to color contacts). At this point I asked to speak with a manager.
3a) I asked how anyone got anything covered, since a lot of independent doctors don't give itemized receipts with full product/service descriptions and serial numbers. I was told that it was standard practice to do this. I'm looking at 2 receipts from different doctors that don't have it. I guess I'm bad at picking doctors.
3a) I actually had an itemized receipt from my dentist earlier this year, but that was rejected several times (first for reason number 1, then because it was handwritten). Handwritten receipts are apparently no good, because it's a lot harder to forge something that came out of a printer these days.
3b) I asked if I could send them a copy of my prescription, if that would adequately demonstrate that I was buying prescription contacts. No. The explanation was that I could have been trying to get non-prescription color contacts covered even though I had a prescription. When I asked why I would ever be buying non-prescription lenses when I CANNOT SEE without a prescription (and have written proof), he blamed the government (seriously).
3c) I asked him if I could send him the bar code from the contacts I bought. Not even a copy, the original. No. Not unless I get it signed by the doctor on his office's letterhead.
I'm actually going to do this, because I'm a sucker and think there is at least a tiny chance they won't find another reason to reject it.
October 22, 2009
Denial to pay bills
Husband was laid off but we were relieved to know that at least we had $400 in the wageworks account left for the year...WRONG when his company changed his status in their system that was the green light for wageworks to try and keep our money. Wageworks manager called to say the date of his separation was the last date he was eligible to submit claims for!! So basically you are screwed if you have money left in the account when you are laid off...So I told the manager are you telling me then that I should just doctor up some receipts to get my money, because over my dead body are you keeping my money she said you do what you have to do!
October 8, 2009
FRAUDULENTLY RE-BILLING CUSTOMERS FOR PREVIOUSLY-DOCUMENTED ITEMS IN FLEXIBLE SPENDING ACCOUNT
WARNING TO WAGEWORKS CUSTOMERS: WAGEWORKS CONVENIENTLY GOES BACK AND INVALIDATES FOR RE-REVIEW, FLEXIBLE SPENDING ACCOUNT ITEMS THAT WERE DONE MONTHS AGO (EG. BEGINNING OF THE YEAR), EVEN IF THEY WERE PREVIOUSLY DOCUMENTED AND SETTLED.
IN DOING SO, THEY THEN PROCEED TO REQUEST PAYMENT FOR THE DISPUTED AMOUNT, PROBABLY IN THE HOPES THAT THE EMPLOYEE DOES NOT ANYMORE HAVE COPIES OF THE RECEIPTS.
***UNFORTUNATELY FOR WAGEWORKS, I DIGITIZE EVERYTHING, SO FETCHING THE RECEIPTS FROM 9 MONTHS AGE ARE NOT AN ISSUE***
IN MY SPECIFIC CASE, THE AMOUNT WAS FOR AN AMBULANCE FEE FOR A WELL-KNOWN HOSPIT
September 3, 2009
incorrect social security number
3 months I have been dealing with the issue that Wageworks (COBRA) transposed my social security number incorrectly to CIGNA (my carrier) and all the claims from my daughters birth were recalled. It was stated that I did not have medical coverage with Cigna. I have contacted Wageworks 4 times to have them fax my correct SSN to Cigna, So Cigna could correct this mistake and re-contact all my insurance claims. Every time I talked to Wageworks they reassured me that they had the correct number, but they would send an URGENT fax to Cigna and notify them anyway. 3 hard months later...Wagework has been faxing the incorrect SSN every time. Now, my insurance claims have gone to collections! So my credit score is messed up because no one did their job. I am mortified by the lack of follow-up that has occured. For the record this still has not be corrected.
July 28, 2009
Inconsiderate, Unwilling to Help
I lost my job this past March. As a result, I also lost my health insurance. So, I opted to participate in COBRA and mailed my forms quickly to Wage Works so as not to miss the deadline. And then I never heard from them. I'd never had to do this before, so I wasn't sure how long the approval process took. It's partly my fault for not calling to check the status, but the fact remains I never got notification that my paperwork was received and that I was approved for coverage. I never received a payment booklet either, listing how much my benefits would cost me each month. So imagine my surprise when I did get a letter in the mail telling me I'd missed a 45 day payment window & I was no longer covered under their program.
I called WageWorks and spoke to a very rude representative who dismissed my concerns by coldly telling me he had records of the company mailing me forms & payment coupons. Now, don't you think if I'd gotten those, I would have sent in my payments? I check my mail daily & never once saw any of the mailings this man told me were sent. So I spoke to someone else, and explained what happened. She told me to fax a letter asking for reinstatement, explaining that I didn't receive the paperwork that was allegedly mailed to me. I wrote the letter and faxed it. I called to check the status, and was told that I was denied because I missed the payment window. They again cited that they allegedly sent me the payment coupons in the mail and I never returned payment.
This is unacceptable to me. I never received what they claimed to have sent me, and now I'm being punished. Unacceptable. I'm now uninsured and have no job. You know what they told me I had for an option? Getting private insurance for myself. The whole point of electing COBRA was to get HELP with my insurance coverage because I'm unemployed and can't afford private coverage.
WageWorks has done nothing to try & help this situation. They just sit smugly in front of their computer screens, listing off what was allegedly mailed to me. It doesn't matter to them that I never got it. Things DO get lost in the mail.
I'm a responsible, tax-paying American that has been screwed by a technicality and I don't appreciate that at all. I've been uninsured now for over 4 months. I just don't understand why WageWorks is so stubborn and won't admit that maybe, possibly something went wrong and their forms never made it to my mailbox. All my other bills arrive on time! But for some reason, WageWorks forms seems to disappear.
July 15, 2009
I agree with all of the previous statements. I have sent receipts to WageWorks when requested, only to find out by my own efforts weeks later that they were "unreadable".
I have even submitted receipts that I paid out of pocket (insurance refused to pay) with insurance billing codes and written original prescription from Dr. only to be denied using my money once again.
I detest this company and want no further involvement with them. I have recently been laid off and have elected not to continue the COBRA coverage with them.
June 9, 2009
Inadequate Customer Service
I submitted my Invoice for my husband's contacts because they requested I verify it was an legitimate charge... no problem. I contacted my Optometrist and the sent me an itemized Invoice for the contacts. I sent the form in and WageWorks sent me a notice they had received and processed the invoice. Well, I happen to log on to my account and still see the status of that $70 charge is "UNKNOWN." I contact them on the phone and they tell me the Invoice was denied. WHAT? WHY? We didn't understand the Invoice (SERIOUSLY? EVERYONE I SHOWED IT TO UNDERSTOOD IT)! So, I find myself contacting my optometrist to tell them WageWorks had employees that were not intelligent enough to understand a simple invoice and I needed a written explanation of what I received on company letterhead so they could understand it.
So, that is where I am at now. The thing that really annoys me is Wageworks NEVER bothered to tell me that Invoice was denied. They even sent me an email telling me it had been processed but not a denial! I assumed it was accepted! Anyway, it is another example of some people trying to find any way to denie a claim... they even went so far to say "we don't understand the Invoice."
May 16, 2009
I have a CPAP Machine, and submitted the bill from the service to WAgeworks in Dec of 2008. They wanted to see the acutal bill which I had, faxed it to them only to be told that the expense was not in the plan year, because it got posted by wageworks in Jan. 2009, even though i had until 3/15/09 to spend 2008 funds in my flex spending. I also went to the dr. has a bill for $93 that i used my wageworks card to pay for, that they are now say they don't cover those charges. Its been a total nightmare with wageworks, and all the the customer service people can say it, I understand...but they are simply clueless and rude. If you use a chain store like CVS or Rite Aid, they want to see the receipt from the store to make sure you use your card properly, the reasoning...but they sell other things...Maybe its time to take my money out
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