R & M Automotive

We are sorry to hear that you are still unsatisfied with our customer service. Our records do indicate the following : Address on file with US Bank Financial (your prior custodian) [redacted]Date of disbursement for account xx [redacted] 11/13/2014 as indicated on your statement under transactions.  Reissued checks do not appear on statements sinc ethe account is closed and checks are voided and reissued. According to your custodian USBank, the lastest check was sent on November 18th via UPS Tracking #
[redacted]   Thank you

We have mailed an amended 5498-SA, to your address on file.

Should you have any additional questions, please call us at [redacted], Mon - Fri: 8:00 am to 11:00 pm Eastern time, Weekends: 9:00 am to 6:00 pm ET

Complaint: [redacted]
I am rejecting this response because: I attempted use the card after this response and it still continues to deny me at atms and one attempt at walgreeens. 
Regards,
[redacted]

We are very sorry to hear your experience with your HSA was anything other than exceptional. This remains our goal, so we would like to address your concerns to bring positive resolution for you.
  Our records show that your ACH deposit posted on 06/22/2016. We apologize for any...

delay. The ACH should have posted before this eleventh business day. We are researching this to confirm the reason for delay and to prevent future occurrences. The usual period is 7 - 10 business days for the first transfer and then 3 - 5 business days for additional transfers to the same account. You are not charged fees associated with this transfer of funds.
  Records show that your account is still linked to your employer group and there are recent employer and payroll deposits posted to your account. There were two posted on 06/16/2016 and two on 06/18/2016. You can save or use these funds for medical expenses with your debit card at point of sale or reimburse yourself from an ATM. You can also create claims online at mybenefitwallet.com and issue electronic transfers or issue paper checks to be sent. Your balance can always be confirmed at the same site or by calling us.

  Should you have any additional questions, please call us at [redacted], Mon - Fri: 8:00 am to 11:00 pm Eastern time, Weekends: 9:00 am to 6:00 pm ET.

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is NOT acceptable, but probably the best I'm going to get from them. Let's just close this case, lower their Revdex.com rating and get back to our lives - hopefully with a little less [redacted]/BenefitWallet in each of them.I hope that readers can see how they make it sounds like it's my fault that the account incurred 6 months of monthly maintenance fees, and how they make it sound like they are doing me a favor by waiving those fees. In fact, I've been trying to close this account since June 2016 precisely BECAUSE I was aware of these fees. If they record their phone calls, they'll find hours of conversations between me and several different reps as I tried to find a way to actually accomplish this. Time and time again, I was told that I shouldn't have done what the previous rep said, and that I should try XYZ instead. Some even offered pity, saying "Oh, I don't know why they told you to do that ... I wish you had talked to me instead ... You should have done this, etc." But time after time, the new action would always fail to close the account, and I would have to repeat the same call, with the same results (or lack thereof), and the same pitiful customer service. It also says a lot about this company that their definition of an "acceptable" solution is basically them just giving up and saying, "oh well, sucks to be you." Do NOT give them your business, because A) they don't deserve it, and B) they don't have the organization to handle it.
Regards,
[redacted]

[redacted]
I am rejecting this response because:
1-An apology for the months of dropping the ball, which resulted in the fees that are now being assessed against me.- Apology Yes Acceptable. 2-A refund of said fees, directly rolled over into my new trustee account so I do not have to fill out reams of paperwork to explain to our government why I have a non-qualified distribution. Total - $3.25.  - NOT ACCEPTABLE - While fees were refunded there was no offer to move this fees as a rollover or transfer to my new account. This means I need to find a way to spend this amount legitimately under the federal rules or loose it and I need to do it before the month is out. Not a convenience.  I have already made a rollover of the other remaining funds, of which I am only allowed one roll over per year so no longer an option.  Only a transfer of funds will work at this point. 3-Better training of Benefit Wallet phone support personnel on how to manage rollover/transfer of funds. - NOT ACCEPTABLE - there was no mention of looking into this training and by the response, apparently not everything was included as I made more calls than reported and there was no mention at all of the three way call made.  Even if everything was handled technically right, the service I received was incredibly poor. Unfortunately I trusted in the phone contact person as being knowledgeable, but never once did the words rollover come out of the mouths of anyone at BW.  Conversely, (and I wished I had looked earlier) I was able to find the roll over form in about 5 minutes on site. Had anyone mentioned rollover and pointed this out I would have been done months ago.  I was very clear as to what I was trying to accomplish, a better support person would have been able to steer me in that direction.  Even after having HE and BW on the phone together, neither could come up with this.  And I submitted a complaint to HE too, so don't feel left out.4-In the end I did find information on their webpage, easier than actually talking with the company.- Comment- Website is actually well designed and unfortunately as I was in the mindset of transfer that was supposed to be done directly by the two companies involved, it did not occur to me at first that there was an alternative to the ends I sought.  After sending complaints to both BW and HE, I realize that likely it was more HE that was at fault, but it still doesn't excuse the service here. This was a simple transaction, not some complicated todo.AT this point I suspect that I will be dealing with lesser of two annoyances, spending/loosing the 3.25 rather than supplying the information that would be needed for a transfer of funds.  Obviously, that has not worked in the past.

Please accept my apologies for any inconvenience and your less than positive experience with BenefitWallet. I can tell you that this scenario is not typical of our usual performance and to ourgoal of keeping our clients as our main focus.A Dispute Form for fraudulent charges has been emailed to the...

address indicated on the Revdex.com Complaint.BenefitWallet Operations

Complaint: [redacted]
I am rejecting this response because:
I have spoken with countless of rep's stating the same, promising
to update the account showing my correct address > [redacted] # 272 <  and still nothing.. I've pushed this issue
since June 2015 and haven't seen anything in the mail since and your company charged
monthly fees on my account which ultimately reduce the amount due. I’ve attached a print screen of the account which proves nothing was
taken place since 2014. Somehow my access was revoked after attempting to sign
in again. The address is corrected on file with the one I provided above.
Please escalate for a final resolution. Thanks! 
Regards,
[redacted]

We are very sorry to hear you found our response unsatisfactory. We again will confirm that the issue was resolved prior to when this complaint was filed.
   BenefitWallet is obligated to follow IRS laws on tax reporting and tax forms. IRS dictates that the amount reported as a contribution is not reduced by the return of excess contribution. The amount reported as return of excess contribution is reported on a separate 1099-SA with reporting code 2 - return of excess contribution, in the year in which the return was distributed (Not the year for which it is applicable). Therefore, the excess contribution funds that were disbursed for $4000 will be reported on your 2016 tax forms since that is the year the excess contribution was disbursed.
   Should you have any additional questions, please call us at [redacted], Mon - Fri: 8:00 am to 11:00 pm Eastern time, Weekends: 9:00 am to 6:00 pm ET.

Complaint: [redacted]I am rejecting this response because:
In my last response to you're cookie cutter automated emails, that attempt to deal with individual complaints by setting up obstacle after obstacle, I submitted to you my case/complaint # that was given to me by your customer service agent.  If you can not proceed with the investigation based on a case/complaint # that is supposedly in your system and submitted to 'operations', this only proves that your company has continued to deceive me at every turn.
My company HR representative has informed me that this is a consistent complaint from both hourly and salary employees of the company I work for.  She has informed me that when the contract with your firm expires at the end of this year, it will not be renewed based on this myriad of negative complaints.  My company HR rep also informs me that complaints lodged with her contact at MyBenefitWallet, when they can be contacted (also via email, does an actual person work at your firm?) often go unanswered for weeks at a time!  Ridiculous and unprofessional, boarding on unethical! I have considered hiring an attorney and reporting you to the New Jersey Attorney General.
Fortunately, while penning my complaint to the AG of New Jersey, I received an email from my company HR stating that payment of my claims would be mailed.  A week later I was still waiting for that check to arrive...3 days later (10 days total). I received my check.  Unfortunately for me you still have over $8 of MY money!!!  So, no, I am not satisfied nor am I pleased that it took this long to receive a check for reimbursement of a legal claim with funds provided by myself and held by your company.
Your ineffectual response to my complaint is refused, and I will continue to vocally boycott the use of MyBenefitWallet and [redacted] Bank in my future financial business transactions.  [redacted] Company should be embarrassed to be associated with this business.  I know that I have had enough.
 
Regards,[redacted]

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is mostly but not completely satisfactory to me.  The ACH transfer posted to my account on 9/13, but took well over 7 days to do so.  Further, the customer service I received from Benefit Wallet was abhorrent -- their employees were rude and unhelpful.  Further, I spoke to a supervisor on 9/12 who advised me she would submit a request to see where in the process the ACH was and follow up with me at each stage of the process.  I never heard back from her.  Finally, although Benefit Wallet states that on the transfer website that it warns you that an ACH takes 5-7 business days, there is no warning on the website.  This is a deceptive and fraudulent company with awful customer service.  The transfer has been completed and I have closed my account.  I hope that I never have to deal with this horrible, horrible, fraudulent and dishonest company ever again.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I just signed onto the website and the same problem exists, the funds are not available for me to be able to reimburse myself.  The messages on the website are exactlythe same, under balances the website states there are no active accounts and when I try to reimburse myself the message states, "There are no savings accounts to pay from for the Date of Service Entered: Wed Nov 23 00:00:00 CST 2016".
Regards,
[redacted]

We are very sorry to hear that the timing to resolve your tax issues was not to your satisfaction. Please rest assured the issue was resolved prior to when this complaint was filed. There may have been some delay while we were waiting to receive corrected forms from you, which were sent by...

regular mail. There was also a cross in deposits being received and the correction request being received prior.
  Your initial request to pull funds from a 2015 contribution for excess contribution was received before the employer contribution posted to the account, so we advised to have the funds returned from 2014 because those were the only available funds. The next day the employer’s contribution posted to the account but the letter to you was already sent. The 2014 tax year was corrected right away, but in order to correct the 2015 tax year, we needed you to fill out the excess contribution form that we sent you by way of email.
  All of this has since been corrected. Should you have any additional questions, please call us at [redacted], Mon - Fri: 8:00 am to 11:00 pm Eastern time, Weekends: 9:00 am to 6:00 pm ET.

Complaint: [redacted]
I am rejecting this response because: I don't agree with settlement amount.
Regards,
[redacted]

We apologize for the negative experience you may have encountered with BenefitWallet. If our response is still unsatisfactory and you require additional support please email The Director of Operations at [redacted]

Complaint: [redacted]
I am rejecting this response because:I followed up with the request by BenfitWallet (BW from herein) outlined in Revdex.com's response here, and forwarded my bank statement, as captured in the attached image file, to BW immediately on December 2 at 8:14pm after receiving this response from Revdex.com. As of December 8, 6 days after I forwarded my bank statement as BW requested, BW has not provided any reolution to my request, nor did they provide any explanation as to why they have not provided any resolution. Therefore, I do not accept this absence of response by BW.
Regards,
[redacted]

I am rejecting this response because:I have heard this same response for 2 months now and I am not the only employee in our company who has this issue.  I would expect my [redacted] debit card [redacted] to me within 3 business days.

We are very sorry to hear your experience with your HSA was anything other than exceptional. This remains our goal, so we would like to clarify to bring positive resolution for you.
  Unfortunately, all debit, credit cards and bank accounts are at risk to theft or fraudulent use. We...

are sorry to hear that this occurred in your account. We take all fraud disputes very seriously and every case is investigated. Our records show, we sent you a dispute form, by overnight mail on 07/14/2017. We have yet to receive this form back from you. Please complete and return this form so we can proceed with your dispute case. After it is processed, the debit card vendor will issue a temporary credit. Once it is determined that the dispute is valid, the credit will stay on the account.
  Should you have any additional questions, please call us at [redacted], Mon - Fri: 8:00 am to 11:00 pm Eastern time, Weekends: 9:00 am to 6:00 pm ET. Note you can monitor your account online at [redacted]

We are very sorry to hear your experience with your HSA was anything other than exceptional. This remains our goal, so we would like to clarify to bring positive resolution for you.
  The customer service you reported is not acceptable and not typical of our usual performance and our...

goal of keeping all clients our main focus. Please accept our apologies for any negative experience or misinformation you may have received. Our Operations Management, with a full review of all the (recorded) calls, will address these reports.
  Your account is now considered an independent account since it is no longer linked to your employer's health plan. When this separation occurs, we have to update the system to reflect independent status. This has now been completed. We apologize that due to agent error, it was not done sooner. All of your funds are fully accessible to you and you can now view your balance and transactions online again. Thank you for your patience.
  Should you have any additional questions, please call us at [redacted] Mon - Fri: 8:00 am to 11:00 pm Eastern time, Weekends: 9:00 am to 6:00 pm ET.

Please accept my apologies for any inconvenience and your less than positive experience with BenefitWallet. I can tell you that this scenario is not typical of our usual performance and to our goal of keeping our clients as our main focus.Our records indicate a payment card was processed and sent...

overnight deliver via [redacted]. Additionally, agents have made several attempts to reach you with this information.  Please request to speak to a Contact Center Manager at [redacted] for additional questions.BenefitWallet Operations