Health Now Administrative Services

Revdex.com:
I have reviewed the response from the representative from Health Now, and agree with most of her statementIn fact I filed the complaint prior to speaking with herTracy was by far the most competent of the Health Now reps that I've spoken to or corresponded with over the last few monthsThat being said, I must say that she appears to be a rarity in the Health Now organizationPrior to speaking with her I received contradictory, and often times erroneous information from numerous Heath Now reps, some even at the supervisory level. Their incompetence and indifference caused much frustration and needless delay in resolving my issueI have resubmitted all of my previously denied claims, and it remains to be seen whether or not they will be honoredI recently left a voice mail message with Tracy to follow up with the status of these claims, however she has yet to contact mePerhaps she feels her work is done, and has left this task to one of her more underwhelming colleaguesIn any event, I would appreciate a call back from someone at ###-###-#### to discuss
Regards,
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September 11, 2017Dear [redacted]:We received your letter dated August 30 with regard to claimant [redacted], Complaint ID [redacted]. As requested, we are providing our detail of interactions with this customer in this letter.[redacted] participates in a Health Reimbursement Arrangement (HRA)...

through his employer group, [redacted]. HealthNow Administrative Services (HNAS) is the administrator of that HRA. The HRA covers expenses that apply to the group's underlying medical plan deductible. There is a debit card associated with the HRA to help participants facilitate payments at the point of sale. HNAS requests substantiation of card swipes after they occur to meet the plan's provisions and IRS rules.[redacted] swiped his card for $390 on 9/17/16. [redacted] subsequently provided information that did not meet substantiation requirements for the plan. A letter that indicated the documentation was insufficient was mailed to him on 11/14/16. Upon further investigation, it was discovered that this amount did not apply to the deductible for the underlying medical plan and was an ineligible expense under the HRA. On 12/29/16, HNAS mailed a letter indicating that the Card Swipe was ineligible and requesting a refund of the amount on behalf of the plan. At that time, the debit card was also deactivated for use per our normal system parameters.Several customer service calls are notated in our system (6/14/17, 6/20/17, 7/20/17, 8/28/17) in which [redacted] was advised that the charge was ineligible under the HRA and a refund would be necessary to reactivate the debit card. On 8/30/17, the Supervisor of the HNAS Flex Team, Tracy V[redacted], handled the customer service interaction and was able to facilitate the refund. HNAS received the refund on 9/8/17. We credited the account and reactivated the card on the same day.Your original letter is included for reference. If you need any further information, please let us know.Sincerely, Natalie S, Manager, Compliance and Ancillary Services