TASC

I work for Harford Community College and I signed up for the flex spending to help pay for my daughter's day care. I submitted the proper paperwork online to TASC through their reimbursement submission process a month before their September 30th deadline. I checked back a few weeks later and saw that it still said "Processing" so I contacted TASC and was assured that the reimbursement was being processed and that I was fine. I called back a few weeks later and was told they could not properly read my receipts that I submitted and that I would need to submit it again. I did so again, and was told the receipts were received. After another few weeks of no result, I called again and was told that because they did not get the receipts until after the deadline, that I needed to file an appeal. So I filled out all of their necessary appeal forms and faxed them over. Once again, I checked the online platform and the reimbursement request still said processing since August 30 (I am in mid-December at this point). So I called again and was told that since I had not re-enrolled in the program, my account had been closed and that they are unable to pay out my reimbursement. Essentially, I had $3,000 taken out of my paychecks to go through them and then they refused to pay it out through a whole messy process that delayed long enough to where they can't pay me...I am pretty sure that is not only a terrible way to do business, it is clear to me that they have a system that is commensurate with thievery. I spent hours and hours of time and effort to do everything they told me to do, and they still refuse to give me back my money...I suppose that is a good day of work for a bunch of crooks. I will now have to contact my state's attorney general's office and file a business complaint and go through a messy legal process just to have this ridiculous matter resolved.

Review: In April 2015 I received notice from TASC that I was eligible for COBRA coverage and to enroll for coverages before the end of April. After reviewing proposed coverages, I decided to keep my dental and vision coverages through TASC/COBRA. On April 27, 2015 I went online to the TASC website, set up an account, enrolled for both vision and dental coverages and set up automatic premium payments as well. In mid May, I tried to use my vision benefits but was denied. I contacted TASC and they assured me I was enrolled for both, but the auto payment had not taken effect yet, so I sent them the premium payment for vision and dental coverage by check to cover the May payment and was assured that the next month my auto pay would take effect. But this did not happen. I called and was assured it would, but I might want to send 3 months premiums which would ensure my coverages until the auto pay situation was resolved. I sent TASC 3 months premiums paying me through August 31st. In the meantime, I attempted to submit my vision claim to AETNA who advised that I had NOT enrolled in COBRA Vision coverage! When I contacted TASC, they refused to help me stating they only send payments to my former employer, not the insurance company and this missing premium/enrollment has not been resolved. I paid at least 4 months of vision premiums that were not used for vision coverage. In October, I received a letter from [redacted] Benefits advising they would be the new administrator, replacing TASC. They advised I was still covered, but premiums were due, which I sent to [redacted] who promised I would not lose coverages. I called TASC to find out about the enrollment issue, and they informed me that they were no longer the administrator, and I needed to deal directly with my former employer or the new administator company. Even though this took place after August 31, NEVER did TASC tell me or send me notice that my benefits had been terminated on August 31st. Instead, the new company insisted I send them the premiums which I did that paid for September through November (again until the new company started their auto payment program). I sent [redacted] the 3 months payments, and called them to let them know they were on the way, but to not cancel my coverage. They assured me there was a note on the file NOT to cancel my benefits as payment was coming. The last time I spoke to them was November 1st. On November 11th, [redacted] sent me a letter and my check stating that TASC had terminated by benefits on August 31st. So my issues are 1) I paid premiums to TASC for coverage I did not receive and was never adequately resolved causing me to lose benefits and coverage that I was entitled; 2) TASC refuses to refund the vision premiums; 3) due to TASC failure to deduct premiums as promised or notify me within 30 days that my premium had not been received I lost benefits and coverage I paid for and their issues have spilled over to the new company, [redacted] who now refuses to accept my premiums or provide coverage. Now both TASC and [redacted] refuse to adquately resolve these issues and my former employer [redacted] is not helping me either. I want either my coverages reinstated, or premiums returned to me. Also, the issue with the AETNA non-enrollment causing me to lose over $600 as I cannot submit my vision claim.Desired Settlement: 1) Both dental and vision coverages reinstated through [redacted] Benefits (TASC contacted them AFTER my initial complaint stating my coverages were terminated causing [redacted] to reverse their agreement with me and send my check back);

2) Satisfactory resolution with AETNA of the failure to enroll me for AETNA/COBRA vision coverage. Preferably reinstatement so I can submit my covered vision claim (approx $699 for doctor exam and glasses). If AETNA refuses, then TASC should be held responsible and pay me for the out-of-pocket expenses that would have been paid by AETNA, since they failed to adequately enroll me while collecting the premium payment.

3) Whether TASC can be held liable for the lost amount of my claim or not, at minimum they should have to return the 4 months of vision premiums back to me.

4) Some type of punitive damages for all their heel dragging, poor customer service and tthey interefered with my business relationship with [redacted] causing me to lose all my benefits and future COBRA coverage.

5) A SINCERE apology, an acceptance and admission of their errors and commitment to correcting this situation for me immediately.

Business

Response:

We are researching the history on her account and will be working with her former employer to resolve these items as best as we are able. Reinstatement and termination of the benefits with the carriers was the responsibility of her former employer, not TASC, as was communicating how to set up the accounts under the new TPA. Any failure to reinstate her coverage with the carriers is most likely due to either the inaction of her former employer or a misunderstanding of the status information TASC conveyed to them. The assigned agent to this case will work directly with the member and the former employer to try and resolve these items to her satisfaction, and a further update will be provided at the conclusion of this case.

Review: I am currently under the Eflex program provided by my employer - The City of Milwaukee. I did not sign up for Eflex this year; but had a balance of $409.50 from last year. Initially I was told that I had to spend the remaining balance by the end of March 2015. My wife went to the doctor before March and we attempted to pay our doctor bill; but my Eflex card did NOT work. I contacted Eflex and they informed me that their agreement with the City of Milwaukee has changed and that I wouldn't have access to the money until May 1st, 2015. On May 6th I attempted to pay my medical bill; but my card was DECLINED again. I contacted Eflex again and then I was told I was mailed a new card on May 1st with the remaining balance. As of today, May 11th, I have NOT received a new card. This was the first time I heard I was going to get a new card. In fact I was told that I would have access to the money on my current card on May 1st. I contacted Eflex on THREE separate occasions (2 by phone & 1 by email) regarding this issue; but STILL do not have access to the money to pay my medical bills. I feel that Eflex is INTENTIONALLY DELAYING me access to my balance with the hope that I will become frustrated & pay the bill on my own. There is NO good reason for denying me access to this money that I PAID to Eflex for medical bills. I've already been contacted by my Health Care Provider on THREE occasions requesting that I pay my bill. I partially paid my bill because Eflex is NOT giving me access to my card balance. I am COMPLETELY FRUSTRATED and that is why I am asking the Revdex.com for help. Thank you.Desired Settlement: I want Eflex to give me access to my balance of $409.50 so I can pay my medical bills. I will close this complaint when this occurs and when my Health Care Provider tells me that they have received this money.

Business

Response:

To Whom it may concern,

My name is [redacted] and I am responding on behalf of [redacted].

The participant's employer initially did not elect a Runout. The Runout allows participant's to submit expenses after their plan year ends. On 4/30/15 the employer updated their plan to include a Runout. Due to this, the participant did hear conflicting information when calling. Since the employer did not initially elect the Runout and the participant did not re-enroll, their card moved into a closed status since the plan was officially closed. The employer then re-opened the plan on 4/30/15 and a new card was issued to the participant. This all occurred around the time our card vendor was transitioning to another vendor. The initial card reissue was lost in the transition of card vendors. We issued a ticket to our card vendor to create an account and issue a card for this participant. This request was completed and a new card mailed to the participant on 5/10/15.

We will work directly with this participant to confirm that the card has been received and it is working as expected.

Sincerely,

Review: This company and the company the contract with to process transactions on a [redacted] do not process transactions in a timely manner. Therefore charges that you make are charged twice to an account that holds YOUR MONEY - Not money from TASC. You then have to wait anywhere from 3 -7 days for the PENDING CHARGE to drop although the actual charge may have already posted.

Second - you have no way to report a lost or stolen card after business hours - so it can be used and you are [redacted] because of this.

Third - I was unable to use my card at a Metro station although I knew I had money left in my transit account. They ALWAYS say its the TRANSIT PROVIDER and when I go to the TRANSIT PROVIDER, they say its not them IT'S the company that issues my transit benefits. AGAIN this is not money that TASC is providing - this money out of my PAYCHECK

Whenever I call TASC, I get a song and a dance. All I want is my money and benefits to be available when I need them.

Also, every week - there is someplace else that this stupid card is no longer accepted even though it has the ** logo and should be accepted everywhere [redacted] is accepted.Desired Settlement: I want better accountability from TASC. If they are going to run these programs, then they need to be run correctly. People do no want their money tied up unnecessarily from being double charged even its temporary.

They need to have an option available by phone and online to block a card if its lost or stolen after hours.

They also need to advise companies of the ever growing list of places that wont accept this stupid card.

Business

Response:

To whom it may concern,TASC has acknowledged the customer complaint and feedback. We have communicated with the customer and provided some additional information regarding these concerns in attempts to provide the customer with some additional options for service. 1. You are able to report that your card is lost or stolen at any time by logging into your MyTASC account. Currently TASC does not allow participants to report a lost or stolen card through a phone service and at this time we are not looking at building this functionality out but have documented it for a potential future enhancement.2. TASC has acknowledged that card transactions that are are processed as debit using a pin can be delayed by a few days before the funds are available to the customer. TASC is continuing to look at ways to make the process more efficienct. To avoid this delay from occuring the customer can run the transaction as a credit transaction. 3. TASC unfortunately does not have control over whether or not a vendor accepts are card. The vendor card processing system must be setup to recognize FSA transit transactions. As long as the participant has available funds on their Transit account and the vendors system is setup to allow these types of transactions the TASC card can be used for transit expenses. The TASC card is one of many ways in which a participant can recieve reimbursement for a FSA eligible expense. TASC allows allows participants to submit expenses online, through our mobile app, or by completing a Request for Reimbursement Form. We will continue to communicate with the customer if any additional questions, concerns or feedback or sent to us. Sincerly, [redacted]

Consumer

Response:

Review: TASC canceled my health insurance even though I provide the correct enrollment information and ACH payment information. I contacted them on 7/15 when I received a cancellation notice. They acknowledged that it was an error on their part and assured me the issue would be resolved in 7-10 business days.

I just received a notice dated 7/30 indicating that our insurance is cancelled due to failure to pay premium even though I have authorized ACH payment through my checking account. The notice says the last day of coverage was 5/31. In addition, my wife’s doctor has informed her that medical expenses submitted to our insurance company have been rejected because the insurance has been cancelled.

I called TASK today and they again admitted that they have made an error. In addition, they acknowledged that they actually received the June payment even though the notice said the premium was only paid through 5/31.

Despite the fact that they admitted the error and have the information to collect the premiums, they refused to reinstate my insurance. Instead, I was told that someone on their “quality” team would be in contact with me within 24 hours. In the mean time, I have no insurance.Desired Settlement: TASC needs to do their job. They need to perform their responsiblility to administrate my insurance plan and process the necessary paperwork/premiums necessary to reinstate and maintain the insurance which I am legally entitled to have under [redacted]. This is their responsibility. This issue needs to be corrected immediately.

Business

Response:

Good afternoon,

Irresponsible, confused, unprofessional customer care are first thing I can say about TASC.
Their record is not accurate and clear so they set up your account in auto payment mandatory and charged you whatever they want.
I had gold plan(Kaiser) through TASC, after 6 months they start to charge me w/o notice and they claimed plan had to be platinum( that was not) and they charged me for what they didn’t provide to me! But it’s not the end!
They charged me over $1000 in just 20 days w/o because of their owned mistake.
Strongly not recommended! They just waste your time because they are not able to make their record clear!

Tried to resolve an issue with TASC with no results. 4 phone calls and 2 hours of my time spent on hold. I asked to speak to a supervisor and was transferred to an Eric [redacted]. He interrupted, ignored, and tried to over talk me when I asked for a copy of a policy. You get a different answer to your question with each service representative. It's like the left hand doesn't know what the right hand is doing. They have to have a very poor training program for their employees.

A terrible experience right from the start. The sales guy gave me incorrect information. They set up my account incorrectly and I had to refund and start all over. The employee data was loaded incorrectly: out of 6 data items and they got 3 wrong. They took $ out sometimes and not others; the cards were weeks late. I will not renew for next year.

Review: I was do a reimbursement and TASC stated that they deposited it to my closed account on October 29th, 2013, upon being notified that my checking account was closed they stated that it will be rejected and they will be able to send it to my current checking account. Well after three weeks I was told that the funds were not rejected and to contact the bank. I went to the bank and had them to pull all transactions they may have reached my account in case funds were at a stand still, the bank shows no record of any transactions for the amount of $249.47. I presented TASC with this information; I spoke with four reps I was told to put it in writing. I faxed them a letter as well as mailed them a letter. I have submitted a request via online and I have copies and proof of my one response via email telling me to (again put it in writing). They have not given me the account number nor did routing number that sent funds to, the Bank state that it could be possible that they have sent the funds to the wrong account due to human error. I have yet to here from TASC, I work for an employer who uses them for medical reimbursement and Direct Pay, and I feel it’s unethical to treat customers this way.Desired Settlement: I personally would like my refund of $249.47; it’s now January 10, 2014. I do not desire an apology however; I feel they should be able to trace transactions and not give people the run around. I do not want this to happen to any one else it saddens me that I have to even come to this.

Business

Response:

Task has acknowledged the customers complaint and has provided the appropriate bank account information for the customer. To the best of our knowledge TASC had sent the reimbursement funds to the bank account information that was on file. This information was not updated with the new bank account information prior to the reimbursement occuring.

However TASC has also acknowledged that the customer was looking to receive specifi bank account information which may not have been provided to them on their original request. Though we originally did not provide the account number details and only the name of the financial institution we have sense provided all relevant information to the customer. At this time we have asked that if the customer has any other questions or needs additional information that she contacts the Quality Department at TASC directly. We will continue to do whatever we can to ensure that the customer is able to track the money that was reimbursed to them from TASC.

Thank you,

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Excuse my ire.
Here’s an innovative solution: hire people who can resolve matters that your “system” cannot resolve. Better yet, empower your people to be able to resolve those problems by overriding your “system”—e.g. when a client writes in the wrong date on a reimbursement form yet the required paperwork shows the correct date. It would be awesome if a phone call could reconcile my mistake, rather than me having to locate another fax, scanner, or utilize snail mail. Perhaps then I wouldn’t think your “FlexSystem” was anything but flexible. It’s simply ludicrous that the person answering the phone line is unable to accomplish this simple tasK.
Additionally, the online interface is less than user-friendly. I've never jumped through so many hoops filing for reimbursement at the end of the plan year (which is my preference; I've no desire to keep up with ANOTHER card).

Review: We signed on with TASC Biz Plan at the recommendation of our health insurance rep. Both the health insurance rep and the TASC representative clearly represented that using their service was a tax loop hole that most accountants were not aware of. We paid $400.00 for their "reporting" service which is not what we anticipated to receive from the product. After speaking with our accountant, we learned that what they do is very basic and that any accountant can do it. We feel we were sold a scam and the products were misrepresented to us. Additionally, they indicated that they would withdraw the $400 from our account in installments but they withdrew it all at once and caused us a lot of inconvenience with our bank. I've called already and tried to resolve this twice. The first time was without success. The second time, I heard something completely different and was told a refund would be arriving to us the first week of Jan. It never came. When I call I get routed and re-routed in a cycle.Desired Settlement: We would like a full refund. We never used the product and have since cancelled. This is a total scam

Consumer

Response:

My refund has been credited.

This business is so unprofessional. Website navigation is terrible, and constantly changing. They had their blackout period, and website/system was changed over. Only partial information exported over! I had to have them review my account because half the information was missing! Have had mostly bad experiences from both a participant and plan administrator position. Unless you call repeatedly for the same problem over and over, things do not get resolved. There is no sense of urgency because they already have the money in their account. In no hurry to disburse accordingly. I would not recommend their services, ever....

My husband (the former employee of the company) and I have continued our company insurance policy, administered by TASC since June, 2014. We have had nothing but problems with the company since, with one exception. TASC stops our insurance coverage with no explanations to anyone, the former employer, the insurance company or us.

Trying to speak with informed, informative customer service is a joke.

First, none of the first line CS representatives can make outbound phone calls, so we've been place on hold for up to 30 minutes at a time.

Second, they've "never received" paperwork that appeared on someone's desk by magic later on.

We've complained to HR at the former employer and strongly encouraged the company to use a different company.

As the benefits administrator for my employer, I have found this company to be difficult to work with in all aspects. The online services are difficult to use. There are four different logins for the administrators. The online information is difficult to understand. The delivery time on information is a month or more. The company communicates with our employees strictly by email regarding claims. The transition to TASC from our previous administrator was poorly handled.

Review: TASC supervises my company's FSA (Medical Reimbursement Program). I faxed in my paperwork to them at 1:15pm on Wednesday July 30th. I still have not received the reimbursement of my monies from them. I have talked to 6 different persons from this company who have all be apologetic, but I still have not seen my money. A lady named [redacted] assured me that my claim had been processed today ( Friday August 15th) but that I still would not see my funds until Tuesday of next week. Three weeks of waiting for access to my own money is ridiculous. We had been being served by [redacted]. TASC bought them out. I feel used and like a victim. I feel like they are keeping my money hostage. I rely on this FSA to support with my personal budgeting.Desired Settlement: TASC needs to look at their processes and fix the problem. I do not look forward to an entire year of this. I also would like them to know that this complaint has been filed!

Business

Response:

My name is [redacted] and I am responding to this complaint on the behalf of [redacted].

This participant did submit claims which were received via fax on 7/30. These claims were processed from his account on 8/15 and paid out on 8/18.

Within the last few weeks, there have been substantial changes made to the process by which these claims are adjudicated and participants should see an increased service level as a result.

I have contacted the participant and will continue to communicate with him until he is satisfied with the resolution.

Thank you,

Quality Services

Total Administrative Services Corporation

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Review: I had surgery in early October 2013. My employer has a contract with TASC to provide HRA services for deductible reimbursement. An explanation of benefits for the procedure was submitted to TASC in late October 2013. The EOB is used to pay out reimbursement to me. TASC is claiming a "blackout" period when this was submitted to them. Failing to reimburse me in a timely manner is a violation of the contract between my employer and TASC. I have a work order number from TASC as I have tried multiple times to resolve this through their customer service reps. The work order number is [redacted].Desired Settlement: I would like reimbursement for medical expenses within the next week. I have paid these out of pocket using money in my savings account as I was beginning to have my medical providers calling me demanding payment. I was expecting rapid reimbursement as has happened in the past.

Business

Response:

Hello,

My name is [redacted] and I am responding on behalf of [redacted] at TASC. We have acknowledged Mr. [redacted]'s complaint and have verified that the claim in question has been processed as of 11/27/2013. We have escalated the reqeust to reimburse Mr. [redacted]'s claim directly into his bank account today and anticipate that this will be completed by tomorrow. There was an expected delay in claim processing due to a system upgrade that occurred throughout the month of November. We will continue to monitor the status of the reimbusrement and will communicate to Mr. [redacted] directly. Please let me know if you need any additional information regarding this complaint.

Thank you,

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

My employer uses TASC solely for Healthcare Expense Reimbursement.
A simple transaction such as a prescription purchase at the pharmacy using the TASC issued debit card is easy for them to handle.
However, any transaction which involves providing them with verification is consistently difficult for them to process in the correct way. Example: I paid a 2015 medical bill in February, 2016. They required verification as expected, so I sent them PDFs of the bill and the EOB, and in large red print and yellow highlighting reminded them that it was a 2015 expense. They paid it out of my 2016 funds even though there remained sufficient 2015 funds from which it should have been paid.
I sent them a Service Request asking them to correct the transaction (which I have done for several previous such matters) and included copies of the PDFs again. Hopefully they'll eventually get it right, and use their Wednesday morning 'continuing education' time to train the persons who process transactions for them.

Review: On Friday, March 25 2016 I went to a healthcare provider to use my FSA card issued by TASC. I had over $900 available so there were more than ample funds for the healthcare services I received. When I attempted to pay for the bill, which was $140, my card was denied. This was the case after a few attempts so I called the TASC customer service line where I was informed that my FSA debit card was no longer valid because TASC had migrated to a new data system. TASC canceled my card without notifying me via email or snail mail. Never once did they attempt to even call me to let me know that their new data system would mean I would no longer be able to use my card. As a result I was stranded at the medical provider's office without my FSA funds available like I had hoped. The supervisor I spoke with initiated a claim, got my bank account information, and stated the funds would be deposited into my account over night. She also stated that I would get my new card within 7-10 business days. That was March 25th. It is now March 30th and still no sight of the funds. When I got on the phone again with TASC customer service on March 29th, the first person I spoke to stated I'd get my funds on Wednesday, March 30th and my new card around April 4th. But he sounded uncertain, grew frustrated with me when I asked to speak to a supervisor and put me on hold. I called back again to speak to a different representative, who also stated I'd get my funds by Wednesday, March 30th. Strangely enough he indicated that my new card hadn't event been ordered till March 29th. Why did the person I spoke to on Friday, March 25th didn't order my new card? Why did she inform me I'd get the card within 7-10 business days when she hadn't even ordered it yet. Why did the other customer representative I spoke to on March 29th say I'd get my new card by April 4th when it hadn't even been ordered yet. These were the questions I asked the last customer rep I spoke with on March 29th and he had no answers, just apologies and just more promises that my funds would be in my chase bank account my Wednesday, March 30th and my new card in my mail box something between April 5 and and April 8th.Desired Settlement: I want my $140 in my bank account as soon as possible. I'd like my FSA debit card sent to me as soon as possible. I'd also like an apology from TASC for canceling my card without even so much as a notification or indication that they were going to be switching data systems and this would hinder my access to my FSA funds. I want an explanation for their irresponsible behavior.

Business

Response:

We’re sorry to hear about this participant's concerns. A positive customer experience is important to TASC and we appreciate feedback from our participants.TASC will assist this participant with a resolution to their problem and will continue to work with them if further problems arise.

Review: I have a cash account with TASC. It has been showing a negative balance since 2-8-14 but shows that my last transaction left a positive balance of 26.06. I have contacted TASC about the negative balance and was told it was an error on thier part but they could not give me a timeframe on when it would be corrected. There are no outstanding charges so I don't understand why they will not clear this negative balance and release the remaining monies in my account. They only said they will "send the problem upstairs" but they don't know how long it will take to fix. Most companies if a charge does not post within 3 - 5 days then the pending charge falls off and any monies are released, however that is not the way it works with this company. The post the charge and still don't release the pending charge.Desired Settlement: I want the account corrected and put back to a positive status. I am not overdrawn on that account based on what they have told me. If the account is overdrawn than I want the charge posted that overdrew it.

Business

Response:

Good morning,

My name is [redacted] and I am responding to Revdex.com complaint #[redacted] on behalf of [redacted].

TASC has reviewed the complaint filed by Ms. [redacted] and has determined that this is a technical issue. Our IT department is currently working on updating the participant's available MyCash balance.

We have been in contact with the participant and have advised that we are actively seeking resolution. While this issue is being fixed, we have offered to overnight the participant the MyCash amount which should be available to her ($26.06).

We are aware that this issue is also affecting her Transportation benefit and hope to have these issues resolved within the next three business days.

Thank you,

Quality Services

Total Administrative Services Corporation

Review: I was employed by [redacted] located at [redacted], Telephone No. ###-###-####.

At the end of the contract year (August 31, 2015) I ended the deduction service for transit expense through my employer, as required. There is a surplus of $110.00 still in my account that I have either tried to use (see all the denials on my on-line account); ...Tried to have the remaining balance rolled over to my personal checking account (see online account for banking information); ..... In addition to the many reimbursement requests. All of this activity since September 2015.

On or about November 2, 2015, I spoke to a customer service rep who assured me that if I uploaded my checking account statement detailing debits for [redacted], that this would be an acceptable form of receipt for reimbursement.

First of all, I've uploaded my request with bank statement four or five times since. Adjusted my online account requesting email and text notification. NOTHING. No reimbursements. No notification of denial, receipt or approval of my request.Desired Settlement: I am no longer employed with [redacted], although I continue to be employed. I have clearly demonstrated my transit expense from my personal checking and not pennies from heaven. I want my refund. I am entitled to it.

Business

Response:

Hello, My name is

[redacted] and I am responding on behalf of Julie Utter. Upon review of the customers account, we confirmed that a reimbursement request had not been submitted for processing. The customer is limited to a IRS maximum of $130.00 per month. The customer had submitted up to the $130 maximum for most months. We spoke to the customer and explained that she would need to submit claims for the months which she had not reached the maximum. We will continue to work work the customer until her request for reimbursement has processed. Sincerely, [redacted]