Trion Group, Inc.

Complaint ID - *** and Complaint ID - ***Customer: *** * *** On 9/30/Trion received notification from *** *** former
employer (Kane is Able) of a qualifying event making him *** eligible as of 10/01/ The notification indicated that he was eligible for dental and vision benefits. On 10/14/Trion mailed out *** *** *** Specific Rights notice identifying dental and vision coverage options. On 11/17/*** *** called into the Trion Benefit Service Center asking why medical coverage was not included in his *** enrollment noticeThe Benefit Service Center confirmed the missing plan and recommended *** *** contact his former employer’s HR team to inform them that he did not receive medical coverage Trion received confirmation that *** *** should be eligible for medical coverage and immediately reissued and mailed out *** *** revised *** Specific Rights notice identifying medical, dental, and vision coverage options. *** *** called the Benefit Service center again on 11/18/inquiring about his enrollment and how to drop coverage that he no longer needed The Benefit Service center explained the process for dropping coverage. On 11/25/*** *** sent in his enrollment form electing medical and dental benefits A payment of $was received to cover employee only medical and dental benefits for the month of October 2014. On 12/01/Trion sent acknowledgement of full initial premium payment providing employee only medical and dental coverage through 10/31/ The form also provided detailed premium due dates, payment grace periods, premium paid through dates, and start/end dates for *** coverage. On 12/09/Trion received a letter from *** *** indicating his termination of *** coverage for medical benefits effective 01/01/ He also indicated that he wanted to continue dental benefits for 2015. On 12/17/a late notice payment reminder was sent to *** *** which included premium month and amount due ($138.35/month) for November and December medical and dental coverage The notice also identified the requested change in coverage for to reflect premium month and amount due ($21.49/month) from January through October dental coverage only. On 01/02/2015, a payment of $was received and applied as a partial payment to the November amount due of $138.35. On 01/05/a late notice payment reminder was sent to *** *** which included premium month and amount due ($for November 2014, $for December 2014) for medical and dental coverage The notice also identified the requested change in coverage for to reflect premium month and amount due ($21.49/month) from January through October dental coverage only. On 01/26/a *** Termination Notice was sent to *** *** due to lack of payment The form indicated a coverage termination date of 10/31/for medical and dental employee only coverage A refund check was processed to return the November partial payment of $to *** *** The refund check was mailed 01/30/2015. On 03/12/*** *** called into the Benefit Service center stating that the incorrect start dates were on his enrollment forms and he wanted to confirm if the information was accurate We confirmed that he *** start date was 10/01/and explained where he could find this information on both notices that were sent to him in October and November During this call, *** *** informed us that he would be filling a Revdex.com complaint regarding the notices he received and the inaccuracy of dates on the materials We reviewed the *** start date again with *** *** and confirmed the information to be correct. In summary, *** *** *** coverage was canceled due to nonpayment of premiums for the months of November and December He confirmed the receipt of the 10/14/and 11/17/mailings that were sent to him, and they clearly provided the start date of coverage as 10/01/and the due dates of him premiums As detailed above, the three interaction dates between *** *** and the Trion Benefits Service Center are November 17, 2014, November 18th, 2014, and March 12th, 2015. If you have any questions regarding the details listed, please feel free to contact me at your convenience. Thank you, Terri Terri W***Trion Group, a Marsh & McLennan Agency LLC *** *** ***
*** ** *** *** ***
** ***
** ***
** ***
** ***W: www.trion.com

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
The timeline provided by MrG***
actually proves my caseI had submitted a request to via fax on 6/to
completely cancel COBRA services - a whole month before they even were able to
confirm coverage and termination dates with ***I had even informed Trion
prior to that, around 6/10, that I decided to discontinue with their service
basedI was told I’d be getting my refund in a month! It is now months and
counting
Why should I pay for services, which
according to your support team, takes 5-business days to process, when
according to your timeline it took business days; 20+ of which were well
after the fact that I informed you multiple times NOT to?!
I’m due the full amount of $I
have sent back the check for $I expect a new check in the amount of
$to be sent to me
I have attempted to call MrG*** today and
left a voicemail
Please MrG***,
You have to be the one that brings this to
the proper resolutionI have spoken with many of the support reps and I feel I
keep getting kicked aroundThey tell me different thingsThere is a lack of
follow throughI have to keep callingIt’s just has gone on way too long and
somebody needs to step up and see that I get my proper refund of $I look
forward to speaking with you
Regards,
*** ***

---------- Forwarded message ----------
From: Revdex.com of Metro Washington DC
Date: Mon, Mar 10, at 10:PM
Subject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***
To: *** ***
---------- Forwarded message ----------
From: *** ***
Date: Mon, Mar 10, at 9:PM
Subject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***
To: [email protected]
I did not reject the offer, I responded to the fact that in the first email you hadn’t received a response from Trion
I thank you for the effort on your part. For the record, I am totally dissatisfied with Trion, but happy I have finally received the response
Thank you
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:I disagree with Trion's claims that the issue in question was explained as accurately or as succinctly as the documentation in their response would suggestI know what I heard, and while Trion's response to my claim did include some truth, most of the details were blatantly omittedThese phone conversations took up a large portion of my time, proof of which I can easily access on my cell phone recordsI was placed on hold numerous times on almost every occasion, presumably to consult with peers or supervisors.I have consulted with the EBSA, and will be filing an additional complaint with them regarding Trion's business practicesI was also advised by the EBSA that the most effective way to express dissatisfaction with Trion's customer service is to send a complaint directly to the company that hired them, *** ***As a final observation, it is worth noting that the primary and overwhelming benefit of a Healthcare Spending Account is to have these funds taken out PRE-TAX, so it stands to reason that there is really no significant advantage to Trion's offer of continuing FSA contributions to COBRA employeesHowever, using my complaint as a prime example, it does increase Trion's bottom line
Regards,
*** ***

Bad reviews for this insurance company all over the internetThey lose paperwork and forms submitted but yet cash your checks Any company (Marsh & McLennan) using Trion Group, Renaissance Blvd, King of Prussia, PA, for their insurance should cut their ties with this very unprofessional company Consumer fraud and dissatisfaction is high

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response
because: they haven't responded
Regards,
*** * ***

Trion has reviewed the additional detailed information sent by [redacted] regarding complaint ID [redacted]Research was completed based on [redacted] request. Trion can confirm [redacted] was delivered on a file on 10/13/14 for COBRA set up of Dental and Vision coverage. Notification was received on 11/17/14 advising for Medical coverage to be added. It was added at that time.Trion can further confirm that [redacted] termination date was 9/30/14 with no applicable subsidy. No additional payment is due by Trion.
Sincerely,
Jaqueline L[redacted]
Cobra Supervisor

On February 16, 2016, [redacted]'s spouse called into Trion Benefit Service Center to inquire why their account was not working online. The Employee Advocate (EA) attempted to assist the spouse with troubleshooting her error when attempting to reach the spending accounts page. The EA uncovered that...

the [redacted] showed terminated in the system, to which [redacted] confirmed his termination. The EA advised that due to termination, they would not be able to log into the system to access the account. EA advised that the account ends on the date of separation February 12, 2016, and would not be able to access the funds after separation unless he requests to continue the FSA through COBRA. If he does not, he will have until May 13, 2016 to submit any claims incurred prior to his date of separation. [redacted] then inquired how they could submit those claims, to which the EA provided the claim form and filing instructions via email. [redacted] advised that her spouses severance paperwork included an earlier filing date of March 31, 2016, to which the EA advised to use the filing date from the severance paperwork, as that may supersede the information on the online portal. The EA reiterated that even though the filing date may be different, they could only file for Date of Service prior to termination unless continued through COBRA.No other questions were asked during this call and the correct process for filing the claims was explained to [redacted].On March 15, 2016, [redacted]s spouse called into the Trion Benefit Service Center to inquire if there was an option to email claims rather than faxing or mailing. The EA provided spouse with FSA email [email protected]. Mrs. also inquired if a credit card receipt would suffice for claim submission, to which the EA advised that an Evidence of Benefits would be needed or, something that includes the Date of Service, claim amount, and claim recipient.No other questions were asked during this call and the correct process for filing claims was explained to [redacted].On April 15, 2016 [redacted] called in to inquire about the denial of a claim. She advised the claim was partially denied and stated the denied portion was for RX services that were received on March 1, 2016. The EA advised that the Date of Service for the denied portion of the claim occurred after the termination of benefits for [redacted], therefore was ineligible. [redacted] advised that the previous rep told her that the final Date of Service that the funds could be used was March 31, 2016, to which the EA advised that is the final filing date, not the final service date. [redacted] inquired if they would be able to resume the FSA and submit claims if they choose to elect through COBRA and the EA advised yes, if they go through with electing the FSA through COBRA, they will be able to resubmit that claim to be processed, as the employee would be continuing the FSA. The EA also advised the account would still show terminated and expenses after the date of termination would not be reimbursable until they elect and pay for the FSA through COBRA .No other questions were asked and the correct information was provided regarding filing the claim.On April 29, 2016, [redacted] called in advising that she completed the COBRA election online but did not make a payment. She inquired if she is sending payment via mail, Would she need to re-submit her COBRA election form. The EA advised that since elections were made online, she did not need to mail another election form but would need to remit her payment. The EA also advised that once the payment is received, the benefits would take 7-10 business days to be updated with the respective carriers. [redacted] advised that they had payroll deductions for FSA prior to his termination but inquired if once the COBRA was active, they could submit claims for reimbursement for Date of Service after his termination, to which the EA advised yes. The EA advised if FSA coverage was elected through COBRA, they Could submit claims as long as the COBRA was active.No other questions were asked and the correct information was provided regarding -filing the claim.[redacted] called on June 8, 2016 advising that she was going to resubmit a claim that was previously denied and wanted someone to make a note on the account that she was resubmitting, as the claim was sent in once before. The EA advised she would make a note on the account, so that it could be referenced if need be. The note was included on the account.[redacted] called in on June 9, 2016 to advise that the claim she resubmitted the previous day did not go through because the file was too large. She requested that another note be placed on the account, as she was going to have the files compressed and resent. The EA advised she would note the account.[redacted] called on June 15, 2016 that the claims she submitted were denied and that she could not access the Spending Accounts Service Center due to her spouse not being an active EE, therefore she could not view the denial reason. The EA advised that the claims from March 1, 2016 and May 31, 2016 were denied because the account was terminated on February 12, 2016. [redacted] stated that in March she was advised that she could submit FSA claims once on COBRA, to which the EA advised only if he elected to have the FSA through COBRA would the claims be accepted. The EA advised that because they did not elect the FSA through COBRA, they did not have access to the funds. [redacted] indicated that another representative told the that as long as their medical insurance was active through COBRA, they could submit toward the FSA for reimbursement. The EA advised that information was incorrect, and that the only way to submit claims that were incurred after the termination date would be to elect FSA through COBRA.The below shows the enrollment options that [redacted] elected on April 26, 2016. FSA was not selected when he enrolled in COBRA.

June 1, 2015
On Tuesday, May 5, 2015, customer [redacted] called into the COBRA Service Center requesting information regarding the last day to elect COBRA, and if her COBRA account would remain terminated until she made payment. The customer service agent confirmed that the COBRA...

coverage would not be reinstated until the election form and the premium payment was received.On Monday, May 18, 2015 we received a check for COBRA premium payment from customer [redacted] in the amount of $3,083.22. The payment covered medical and prescription through the end of May 2015. Unfortunately the request to update coverage was not forwarded to the carrier in the normal processing time and the medical and prescription benefits were not updated.
On Friday, May 22, 2015 at 4:24pm, we received a voicemail and an email message from customer [redacted]. When the message was received, all Trion offices were closed in recognition of the Memorial Day holiday. An outbound call was made to the customer on May 26, 2015 when the office reopened and a voicemail message was left asking [redacted] to contact us at her Convenience. No Other calls were received into the COBRA Service Center for this customer.
On Saturday, May 23, 2015, the COBRA Client Service Representative (CSR) for the [redacted] account, received an email from the [redacted] Human Resource (HR) contact requesting that the RX for this employee be updated. Since the Trion offices were closed, the email was not received until Tuesday, May 26, 2015.
On Tuesday, May 26, 2015 at 8:21am, the CSR forwarded over an urgent request to [redacted], asking for the RX to be updated. [redacted] responded back at 11:06am stating that the RX was updated. At 11:12am, the CSR notified the [redacted] HR contact that the RX had been updated.
On Friday, May 29, 2015 the [redacted] HR contact reached out the COBRA CSR, informing her that the coverage was still not updated. The CSR sent over a second request to [redacted] at 3:32pm informing them that the RX was not updated. At 3:57pm, [redacted] responded back that the employee, plus dependent were updated with coverage back to April 14, 2015. The CSR responded to HR at 4:10pm informing them of this information.
As of Friday, May 29, 2015, the medical and prescription benefits for [redacted] were updated with [redacted] and the employee was notified by her previous employer of this information.
Terri W

will be referring to Trion as 'the company' throughout this correspondence. By the company's own admission in the statements they have made to the Revdex.com they are admitting negligence. The company did not do their due diligence and identifying the proper coverages that was already receiving, the company instructed me to do their job and identify the coverages had, and then get it sent it to them. When I contacted [redacted] shortly after my qualifying event they indicated to me that was covered for 40 days after my qualifying event maybe that may be the reason why Trion did not get the medical coverage is right away. Troin is attempting to make me pay for double coverage from the time Of October 1st 2014 until November 9th 2014, which is illegal under the Affordable Healthcare Act. Though Trion has shown negligence in all due fairness would be willing to work out a settlement payment with them. would be willing to pay Dental for October 2014 dental and medical for November and December of 2014 and also paid dental going forward until plans termination. Please note that I am still sending in payments for dental coverage currently. If the company is unwilling to accept this settlement, guess I would need the advice of the Revdex.com along with [redacted] which is the governing body for affordable healthcare act violations and any other agency that will be willing to assist in moving forward with other actions, but I am hoping that we can work this out internally between the company and myself without going any other route I don't want to waste a lot of time and energy on this issue I'm hoping that they will accept the settlement.I am sending this letter because I am unable to access the complaint properly online the website is giving me error messages.
Thank You
[redacted]

September 25, 2014
Dear [redacted]
In response to the above mentioned complaint, please be advised we have researched the issue and have outlined below the activity which occurred on [redacted]'s account.
6/5/14 - Trion received signed Cobra Election form and payment...

with first day of coverage 5/18/14.6/6/14 - Cobra Service Representative processed the Cobra election form and sent notification to the carrier,
6/16/14 - [redacted] questioned the termination date as they showed active coverage ending 04/30/14
6/16/14 – Cobra Service Representative sent request to client to confirm 04/30/14 termination date.
6/25/14 - Cobra Service Representative completed a follow-up with client on the 04/30/14 termination date.
7/1/14 - Cobra Service Representative followed up with the client again regarding first day of Cobra.
7/15/14 - Client confirmed termination date to be 5/17/14.
7/16/14 – Cobra Service Representative informed [redacted] that the first day of Cobra is 05/18/14 per client confirmation 7/21/14- [redacted] confirmed coverage
7/7/14 - [redacted] contacted Trion Custom Service Center stating she sent in a fax for a refund request for her Dental coverage. The Cobra Service Representative did not receive the fax. .
7/18/14 - [redacted] was terminated through Trion's Cobra system as of 5/31/14 due to Cobra grace period expiration for no payment received,
8/13/14 – Trion Customer Service Representative advised [redacted] a refund would be sent to her on September 15, 2014,
8/27/14 - Refund of $52.88 was processed based on the pro-rated premium back to 5/18/14 and mailed on 9/17/14.Trion Cobra refunds are processed monthly at the end of each month. The COBRA Refund checks are mailed to the participants on the 15th of the following month.
Should you have any questions or concerns regarding the information documented above, please do not hesitate to contact me at [redacted].Thank you,Larry G
Trion Cobra Supervisor

October 28, 2014Dear [redacted]This communication Is In response to the above mentioned complaint that was received at Trion on October 27, 2014, Trion completed additional research and discovered that [redacted] sent In a fax on June 20, 2014 to cancel her dental coverage within the appropriate cancellation timeframe, As a result, [redacted]'s Dental coverage has been cancelled effective May 17, 2014 per her request. A new refund check will be issued and mailed to [redacted] on November 15, 2014 in the amount of $77,21, This will bring resolution to [redacted]'s refund request.We apologize for inconvenience that may have been caused.Should you have any questions regarding the information above, please do not hesitate to contact me at [redacted].Thank you,Larry G

W[redacted], Terri <[redacted]@trion-mma.com>3:48 PM (27 minutes ago)to me, [redacted] Dear [redacted],Complaint [redacted]Submitted 11/19/2014 12:00 amCustomer: [redacted]As a Third Party Benefit Administrator, we are required to follow the Health...

Insurance Portability and Accountability Act (HIPAA) of 1996 guidelines.  HIPPA requires us to secure the personal health information of our covered participants when they call into our Benefit Service Center.  Participants are asked to verify their identity through several security questions.  If a participant is unable to contact the center directly, they can authorize an individual to speak on their behalf by completing a HIPAA release form and submitting it to our office or by providing verbal authorization for a one-time release of their information to the individual party.On January 30, 2014, [redacted]'s father called into the center on behalf of his son and due to HIPAA guidelines the Employee Advocate handling the call was unable to speak with him.  The Employee Advocate explained the HIPAA process to [redacted] and advised that he would need his son to call into the center to provide a one-time authorization to speak on his behalf or we would need to speak with his son to provide the HIPAA form for him to complete.  We received no follow-up from [redacted] regarding the authorization at that time.On June 18, 2014, [redacted] called again and we could not release the specific information he requested regarding his son.  We again explained the HIPAA process.  We received no follow-up from [redacted] regarding the authorization at that time.On July 14, 2014, **. [redacted] left a message on the Grant Thornton after hour voicemail, stating that he gives authorization to [redacted] to speak with his father.  The Employee Advocate sent [redacted] an email at [redacted], with the following message.  "Good morning [redacted], per your voicemail, attached is a HIPPA release form for you to add authorized contacts to your account, with whom you would like to speak on your behalf.  Please complete this form and send back via fax number located on the bottom of the form (###-###-####), or by sending back to me via email and I will send for processing.  Processing time can take 2-3 business days.  Please note, if you are adding more than one person, please complete the form twice (two separate copies) as I don't believe there is enough room for two people to be listed. Thank you."  We received no follow-up from [redacted] regarding the authorization form as a result of this email.On August 22, 2014, [redacted] called the center again.  The Employee Advocate again explained that because there is no HIPAA form on file, they were unable to release any information to him.  The Employee Advocated asked if we can contact **. Gregory at the international number and unfortunately the call did not connect with the number provided by his father.On November 26, 2014, our Employee Advocate sent the following email to [redacted] to see if they could reach him to discuss his outstanding issue.  "Good afternoon [redacted], I am reaching out to you as we have not received your HIPPA release form at this time.  We will not be able to speak with anyone on your behalf, if we do not receive the form in our office, via email or fax. Please email the form back to me or fax to ###-###-####. Thank you."  As of December 1, 2014, there has been no follow-up from [redacted].We are open to assist [redacted] with his account and request he contact us at ###-###-####, Monday through Friday, 8:30am - 5:30pm.  If you have any questions regarding the details listed, please feel free to contact me at your convenience.Thank you,TerriTerri W[redacted]Trion Group, a [redacted] LLC[redacted]P: ###-###-####F: ###-###-####C: ###-###-####E: [redacted]@trion-mma.comW: www.trion.comThis e-mail transmission and any attachments that accompany it may contain information that is privileged, confidential or otherwise exempt from disclosure under applicable law and is intended solely for the use of the individuals to whom it was intended to be addressed. If you have received this e-mail by mistake, or you are not the intended recipient, any disclosure, dissemination, distribution, copying or other use or retention of this communication or its substance is prohibited. If you have received this communication in error, please immediately reply to the author via e-mail that you received this message by mistake and also permanently delete the original and all copies of this e-mail and any attachments from your computer.Please note that coverage cannot be bound or altered by sending an email. You must speak with or receive written confirmation from a licensed representative of our firm to put coverage in force or make changes to your existing program.

June 1, 2015On Tuesday, May 5, 2015, customer [redacted] called into the COBRA Service Center requesting information regarding the last day to elect COBRA, and if her COBRA account would remain terminated until she made payment. The customer service agent confirmed that the COBRA coverage would...

not be reinstated until the election form and the premium payment was received.On Monday, May 18, 2015 we received a check for COBRA premium payment from customer [redacted] in the amount of $3,083.22. The payment covered medical and prescription through the end of May 2015. Unfortunately the request to update coverage was not forwarded to the carrier in the normal processing time and the medical and prescription benefits were not updated.On Friday, May 22, 2015 at 4:24pm, we received a voicemail and an email message from customer [redacted]. When the message was received, all Trion offices were closed in recognition of the Memorial Day holiday. An outbound call was made to the customer on May 26, 2015 when the office reopened and a voicemail message was left asking [redacted] to contact us at her Convenience. No Other calls were received into the COBRA Service Center for this customer.On Saturday, May 23, 2015, the COBRA Client Service Representative (CSR) for the [redacted] account, received an email from the [redacted] Human Resource (HR) contact requesting that the RX for this employee be updated. Since the Trion offices were closed, the email was not received until Tuesday, May 26, 2015.On Tuesday, May 26, 2015 at 8:21am, the CSR forwarded over an urgent request to [redacted], asking for the RX to be updated. [redacted] responded back at 11:06am stating that the RX was updated. At 11:12am, the CSR notified the [redacted] HR contact that the RX had been updated.On Friday, May 29, 2015 the [redacted] HR contact reached out the COBRA CSR, informing her that the coverage was still not updated. The CSR sent over a second request to [redacted] at 3:32pm informing them that the RX was not updated. At 3:57pm, [redacted] responded back that the employee, plus dependent were updated with coverage back to April 14, 2015. The CSR responded to HR at 4:10pm informing them of this information.As of Friday, May 29, 2015, the medical and prescription benefits for [redacted] were updated with [redacted] and the employee was notified by her previous employer of this information.Terri W

Please see my response to the following complaint.
 
Complaint ID: [redacted]
Submitted: 5/21/14 @ 12:40:26 pm
Customer: [redacted] [redacted]
On 10/15/13 @ 15:29 pm [redacted] contacted Trion to inform us that she would be terminating employment...

and inquired how to terminate her benefits.  The Employee Advocate she spoke to explained that her employer would contact us with the termination information however her medical, dental & life benefits would continue through the month of her employment termination and that her Flexible Spending Benefits would terminate the date of separation.  No action was required on her part.
There is no record of **. [redacted] contacting Trion again until 4/10/14, when she contacted us twice at 12:00 pm & 12:30 pm.  Additionally, Trion did receive a call on 4/10/14 from a male caller who identified himself as [redacted], by providing the DOB, participant address and last 4 digits of the SSN for [redacted].  Below you will find the details of these three calls.
On 4/10/14 @ 12pm **. [redacted] identified herself as a former employee and inquired about how to claim her dependent care expenses.  The Employee Advocate provided correct information notifying **. [redacted] that the claim filing deadline was on 3/31/14.  **. [redacted] also expressed that her employer did not provide guidance and that she was unaware that she had to file any claims until she received her W-2.  **. [redacted] explained that she contacted her employer and the human resource department stated they would transfer her to someone who could better explain.  She was unaware of who she was transferred too. 
On 4/10/14 @ 12:30 **. [redacted] contacted our office again explaining that she was unaware of the process to file claims.   The Employee Advocate again explained that all claims for the 2013 plan year needed to be filed by 3/31/14 and that this was explained in her benefit package as well as on her employee benefits website.  The employee advocate also explained that since the funds weren’t claimed from the plan they were forfeited as of 3/31/14.  **. [redacted] admitted that she did not access the enrollonline website and accused Trion Employee Advocates of making things up as we went along.  During this phone call the Employee Advocate did reference that the 3/31/14 filing date was an IRS regulation. This comment was made because this is the claim filing deadline which is documented in the employer Summary Plan Description.
On 4/10/14 @ 1:20 pm a male called into the center identifying himself as **. [redacted].  He acknowledged that he no longer works for the employer and that he spoke to his Human Resource Department.  He stated that he understood it was his fault for not having a clear understanding of the plan and how it worked and relied on suggestions from his HR Department.  He also admitted that he didn’t review his benefits because he didn’t think he needed too and neglected to do so which was his problem.  He provided a phone number other than the numbers provided by **. [redacted] for a return call should the call get disconnected. 
**. [redacted] contributed $2,647.08 toward the dependent care reimbursement plan during her time employed in 2013.  She stated that she does have valid claims, however at this time there has not been any claims submitted to the Trion Spending Accounts Claim Department.  Based on the clients plan design, any funds not claimed by the March 31, 2014 deadline are forfeited. 
Should you require further information regarding the details listed above please do not hesitate to contact me at your convenience.
Thank you
[redacted]
Trion Group, a [redacted] [redacted]
2300 Renaissance Blvd.
King of Prussia, PA 19406
Phone [redacted]
Fax [redacted]
Mobile [redacted]
www.trion.com
 
This e-mail transmission and any attachments that accompany it may contain information that is privileged, confidential or otherwise exempt from disclosure under applicable law and is intended solely for the use of the individuals to whom it was intended to be addressed. If you have received this e-mail by mistake, or you are not the intended recipient, any disclosure, dissemination, distribution, copying or other use or retention of this communication or its substance is prohibited. If you have received this communication in error, please immediately reply to the author via e-mail that you received this message by mistake and also permanently delete the original and all copies of this e-mail and any attachments from your computer.
Please note that coverage cannot be bound or altered by sending an email. You must speak with or receive written confirmation from a licensed representative of our firm to put coverage in force or make changes to your existing program. Thank you.

Review: Funds were taken out of my paycheck for a commuter card which was never received.

I was currently employed with [redacted] up until September 06, 2013. Trion provides commuter benefits for [redacted] and funds are taken out of every paycheck. My last paycheck I noticed that funds were taken out and I never received a commuter card. I called Trion and explained the situation. I spoke to a representative by the name of [redacted] informed me that per policy refunds are issued as account credits and as I am no longer with the company I am ineligible for account credit. Therefore my funds will be forfieted. I find this to be unfair.Desired Settlement: All I am seeking is a refund and that they refund me my money and take an internal look at their business processes.

Business

Response:

---------- Forwarded message ----------

From: [redacted] <[redacted].[redacted]>

Date: Wed, Nov 27, 2013 at 10:14 AM

Subject: RE: Revdex.com COMPLAINT - [redacted]

To: "[redacted]" <[redacted].[redacted]>, [redacted]

Cc: "[redacted]" <[redacted].[redacted]>

[redacted],

I have attached the recent response sent to the Revdex.com in NC filed on behalf of **. [redacted] on October 22, 2013. I have copied the body of the email below and attached the email sent to **. [redacted] with the NC Revdex.com for your review. Please let me know if you have any additional questions regarding the Revdex.com complaint [redacted].

Regarding Case #[redacted] which **. [redacted] filed in reference to a commuter benefit credit discrepancy - He is stating he had placed an order for a transit product in August for the September benefit month which he did not received and was since terminated. Since he did not receive the product he feels as though he is due a refund since there were funds taken from his payroll for this product. It has been confirmed a total of $119.50 was taken from his payroll in September for his transit product orders. The total amount for orders placed for the September benefit month by **. [redacted] was $239.00, therefore he only had deductions for half the cost of the products he ordered.

He called our call center on 10/3 regarding this issue, which was nearly a month since his termination. The call record shows he was requesting to be reimbursed for the Metro Card he did not receive and any unused funds on his other transit product cards. For the Metro Card, if a card is not received in the mail, a refund claim form can be submitted if the participant purchases a new pass out of pocket and submits the from before the 10th of that benefit month (which would have been September 10th - this was not done). Therefore no refund, replacement, or credit would have or could be issued since we were not notified until 10/3. Regardless of the late notification, upon termination 9/6, his commuter account was deactivated and therefore, no further orders, refunds, replacements, or credits could/would be processed under the Commuter Account.

In regards to the remaining funds on the other transit products he had, upon termination or deactivation of the account due to separation of employment, any unused funds are forfeited - "use-it-or-lose-it". This means he would no longer has access to the reaming balance on his other transit products as they would have been deactivated along with his commuter account (this process can differ depending on the product a participant has, however in his case, this is the process).

Due to the timing of his termination, notification of the never received pass, and account deactivation process a procedures through Wired Commute, he is not due, or entitled to a credit or refund of any sort for the transit products which he did not receive or was unable to use prior to his date of termination.

Thank you

Trion Group, a [redacted], PA. [redacted]

P: ###-###-####

F: ###-###-####

C: ###-###-####

E: [redacted].[redacted]

W: www.trion.com

This e-mail transmission and any attachments that accompany it may contain information that is privileged, confidential or otherwise exempt from disclosure under applicable law and is intended solely for the use of the individuals to whom it was intended to be addressed. If you have received this e-mail by mistake, or you are not the intended recipient, any disclosure, dissemination, distribution, copying or other use or retention of this communication or its substance is prohibited. If you have received this communication in error, please immediately reply to the author via e-mail that you received this message by mistake and also permanently delete the original and all copies of this e-mail and any attachments from your computer.

Please note that coverage cannot be bound or altered by sending an email. You must speak with or receive written confirmation from a licensed representative of our firm to put coverage in force or make changes to your existing program. Thank you.

---------- Forwarded message ----------

From: "[redacted]" <[redacted].[redacted]>

To: "[email protected]" <[email protected]>

Cc: "[redacted]" <[redacted].[redacted]>

Date: Sun, 3 Nov 2013 20:24:28 -0500

Subject: FW: Revdex.com COMPLAINT - NC

**. Henson,

Regarding Case #[redacted] which **. [redacted] filed in reference to a commuter benefit credit discrepancy - He is stating he had placed an order for a transit product in August for the September benefit month which he did not received and was since terminated. Since he did not receive the product he feels as though he is due a refund since there were funds taken from his payroll for this product. It has been confirmed a total of $119.50 was taken from his payroll in September for his transit product orders. The total amount for orders placed for the September benefit month by **. [redacted] was $239.00, therefore he only had deductions for half the cost of the products he ordered.

He called our call center on 10/3 regarding this issue, which was nearly a month since his termination. The call record shows he was requesting to be reimbursed for the Metro Card he did not receive and any unused funds on his other transit product cards. For the Metro Card, if a card is not received in the mail, a refund claim form can be submitted if the participant purchases a new pass out of pocket and submits the from before the 10th of that benefit month (which would have been September 10th - this was not done). Therefore no refund, replacement, or credit would have or could be issued since we were not notified until 10/3. Regardless of the late notification, upon termination 9/6, his commuter account was deactivated and therefore, no further orders, refunds, replacements, or credits could/would be processed under the Commuter Account.

In regards to the remaining funds on the other transit products he had, upon termination or deactivation of the account due to separation of employment, any unused funds are forfeited - "use-it-or-lose-it". This means he would no longer has access to the reaming balance on his other transit products as they would have been deactivated along with his commuter account (this process can differ depending on the product a participant has, however in his case, this is the process).

Due to the timing of his termination, notification of the never received pass, and account deactivation process a procedures through Wired Commute, he is not due, or entitled to a credit or refund of any sort for the transit products which he did not receive or was unable to use prior to his date of termination.

Thank you

Trion Group, a Marsh & McLennan Agency LLC

2300 Renaissance Blvd.

King of Prussia, PA. 19406

P: ###-###-####

F: ###-###-####

C: ###-###-####

E: [redacted].[redacted]

W: www.trion.com

Review: I need a full refund of my premium payments of $77.21 from Trion as a result of a failure to deliver my insurance coverage.

I really hate to have to file a complaint with the Revdex.com, but at this point, it's been 4 months with a lot of runaround and no true resolution from Trion.

The activation of my COBRA insurance is something of a debate with Trion. I feel as though there was a lack of follow up on Trion's part to get my insurance activated. I had scheduled appointments in June with my dentist and was either turned away from them or asked to pay out of pocket because the insurance company kept stating I had no active coverage. In the meantime I asked Trion to cancel my coverage and I requested a refund for the full amount of $77.21. They were very accommodating and understanding I was happy with the level of customer service as I was under the impression I'd be receiving a refund check in mid-July.

During July, I received more correspondence through the mail from Trion asking me for premium payments - I didn't make any additional payments as I was expecting a refund. I had followed up with Trion to see what was going on - according to the customer service rep, I was due for a check mid-July.

Apparently, my request to cancel was never truly acknowledge. In mid-July I did receive a call from my Dentist that my insurance was now active. Trion claims to have a 5-7 day turnaround for activating insurance policies. As per my banking records, Trion deposited my premium payment on June 9th (if not sooner). If there is a 5 to 7 day turnaround to activate insurance, why is it that my insurance doesn't become active until mid-July?

When no check came in July, I followed up with Trion again in early August. Apparently, no one ever forwarded my request to support to be processed. They said they would go ahead and do so and that I would be expecting a check mid-September.

It is now mid-September. I just called Trion to follow up. They confirmed that I will in fact be receiving a partial refund this month (I have not yet received). It was never communicated to me that I would receive a partial refund. I have been expecting a full refund this entire time. I was told that if I do receive the check, NOT to deposit it as they will forward another request to the COBRA department for the full amount.

At this point I'm just completely disappointed with the lack of follow up on Trion's end. I find it unacceptable that it took me 4 months to actually get an acknowledgement of a refund. I don't want to have to invest another 4 months of constantly following up with Trion to get my full refund.Desired Settlement: I need a complete refund of my COBRA payments totaling $77.21

Business

Response:

September 25, 2014Dear [redacted]In response to the above mentioned complaint, please be advised we have researched the issue and have outlined below the activity which occurred on [redacted]'s account.6/5/14 - Trion received signed Cobra Election form and payment with first day of coverage 5/18/14.6/6/14 - Cobra Service Representative processed the Cobra election form and sent notification to the carrier,6/16/14 - [redacted] questioned the termination date as they showed active coverage ending 04/30/146/16/14 – Cobra Service Representative sent request to client to confirm 04/30/14 termination date.6/25/14 - Cobra Service Representative completed a follow-up with client on the 04/30/14 termination date.7/1/14 - Cobra Service Representative followed up with the client again regarding first day of Cobra.7/15/14 - Client confirmed termination date to be 5/17/14.7/16/14 – Cobra Service Representative informed [redacted] that the first day of Cobra is 05/18/14 per client confirmation 7/21/14- [redacted] confirmed coverage7/7/14 - [redacted] contacted Trion Custom Service Center stating she sent in a fax for a refund request for her Dental coverage. The Cobra Service Representative did not receive the fax. .7/18/14 - [redacted] was terminated through Trion's Cobra system as of 5/31/14 due to Cobra grace period expiration for no payment received,8/13/14 – Trion Customer Service Representative advised [redacted] a refund would be sent to her on September 15, 2014,8/27/14 - Refund of $52.88 was processed based on the pro-rated premium back to 5/18/14 and mailed on 9/17/14.Trion Cobra refunds are processed monthly at the end of each month. The COBRA Refund checks are mailed to the participants on the 15th of the following month.Should you have any questions or concerns regarding the information documented above, please do not hesitate to contact me at [redacted].Thank you,Larry GTrion Cobra Supervisor

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Review: Trion is the company used to process payments for [redacted]'s Flexible Spending Account. After paying daycare expenses ourselves, we submitted our receipts and documentation to Trion via fax on 9/30/13. We had accrued more than $1,300 in our account and had expected Trion to process our reimbursement payment within days of our submission of the receipts. Within days we received a letter in the mail explaining that more than $1,300 was in our FSA account and that they received our submission. We expected the check to arrive within another day or two. (Please keep in mind that this is money that was already deducted from my paycheck, so Trion is simply holding the money until we submit our childcare receipts.) Days went by and still no check was received. Days soon turned into weeks and we still had not received the payment. I placed numerous calls to Trion for a status, and each time the representative I spoke with gave me a different answer. They initially told me the claim was pending, but could not tell me anything more than that, even though it had been more than 2 weeks since we faxed our receipts. I called again and another rep told me the claim was denied because the receipts may have been cut off during the faxing process. They told me I would have to resubmit the receipts to them. During this time, we had received a subsequent check from Trion for $180.80 (check was dated 10/17 and we received it on 10/19), so we knew that Trion had received the receipts, otherwise we could not have been paid a subsequent amount. We called Trion back and explained to them that we had received a smaller check, but not the $1,300+ check that we were supposed to receive before the check for $180.80. They finally told us that the check for $1,300+ was sent out on 10/8, yet we still had not received it. Yesterday, on 10/22/13, we advised them that the check they mailed on 10/8 never arrived and we kindly requested that they do a stop payment and/or void the check because it was never received. Please note that we live one town over from where the checks are being mailed from. We live in [redacted], PA and the checks are sent from [redacted] of [redacted], PA. Since we received the check for $180.80 two days after it was sent (mailed by Trion on 10/17 and received on 10/19), we knew that the check for $1,300+ that had allegedly been mailed on 10/8 would probably never make it to our house. Trion refused to put a stop pay o on the check and said that we needed to wait 30 days to see if the check would arrive. They cited their company policy for having to wait the 30 days. It has now been 15 days since they allege that the check was sent, and we still have not received it. This is my money that I have already paid into the account, and I should not be required to sit and wait 30 days for them to reissue a check. Due to the lengthy delay by Trion, we have had to endure a bit of a hardship in trying to get our monthly expenses paid timely. We have incurred overdraft fees to our account because a few automatic monthly payments had processed and they money was not in our account. We anticipated receiving our own money in a reasonable amount of time, but Trion dragged their feet and is still dragging their feet on getting a check reissued to us. We question Trion's motives because this is the 2nd time this year that they claimed a large check had been processed, yet we never received it. We have received every small check that Trion has sent us, but not the larger ones, which is quite suspect. We believe their practices/policies are unfair and that they are not acting in good faith to their clients. My husband works for an insurance company handling claims and if a claimant or insured does not receive a check within the typical 7-10 business days, his company does an immediate stop pay and reissues the check. Trion is in possession of my money that was deducted from my paycheck, and they are now telling me I have to wait 30 days before they will even consider sending it to me. This is not a reasonable way to conduct busienss and our attempts to speak to supervisors and upper level management have gone pretty much unanswered. We are now turning to Revdex.com for assistance. Thanks!Desired Settlement: We would simply like Trion to issue an immediate stop payment on the check they allegedly sent us on 10/8/13 and have them reissue it to us (or possibly just direct deposit it into our account) Ideally, we would also like them to pay our $105.00 in overdraft fees that we had to incur due to Trion's delay and/or lack of issuing a reimbursement check for money they had taken from my paycheck.

Business

Response:

---------- Forwarded message ----------

From: [redacted] <[redacted].[redacted]>

Date: Tue, Oct 29, 2013 at 2:16 PM

Subject: FW: Revdex.com COMPLAINT - PA

To: [redacted]

Cc: "[redacted]>

[redacted],

We are in receipt of your notice regarding [redacted], Revdex.com Complain ID: [redacted]. After our review, we confirmed that the issue was closed out with the employee on Friday, October 25, 2013. [redacted] was in contact with our Customer Service Representative handling the [redacted] account, who was able to research and inform [redacted] that her $1500 reimbursement was issued in two parts: a reimbursement check for $1319.20 was issued on 10/8/13 (the balance of the employees account at the time) and another reimbursement check for $180.80 was issued on 10/17/13. The check for $180.80 was received at the address we have on record, however the check for $1319.20 was not. Our normal process for a misrouted check is to allow 30 days to ensure if a correction is needed by UPS, they have time to correct. In light of the frustration the employee experienced and the fact that it had been two weeks since the check was issued, we reissued the check for $1319.20. Additionally, we worked with [redacted] and changed her method of payment from check to direct deposit, which we confirmed her payment was forwarded via direct deposit on 10/29/13.

I have copied the final email from [redacted] from Friday, October 25, 2013 when final resolution was completed. Please let me know if you have any additional questions.

From: [redacted] [mailto:[redacted]]

Sent: Friday, October 25, 2013 2:28 PM

To: [redacted]

Subject: RE: [redacted] FSA Issue

Thank you so much! You have really made my day with your kindness and help.

Have a great weekend!

[redacted] | health promotion manager

From: [redacted] [mailto[redacted]]

Sent: Friday, October 25, 2013 11:28 AM

To: [redacted]

Subject: RE: [redacted] FSA Issue

Hi [redacted],

Your direct deposit information has been added to your FSA account and the $1319.20 reimbursement will be reissued via direct deposit to your bank account. You can expect the payment to show on your bank account next Tuesday or Wednesday.

Have a great day!

Thank you,

Trion Group, a Marsh & McLennan Agency, LLC

dot.litka[redacted]

Thank you

Trion Group, a Marsh & McLennan Agency LLC

2300 Renaissance Blvd.

King of Prussia, PA. 19406

P: ###-###-####

F: ###-###-####

C: ###-###-####

E: [redacted].[redacted]

W: www.trion.com

-----Original Message-----

From: [redacted]

Sent: Tuesday, October 29, 2013 11:03 AM

To: [redacted]

Subject: [redacted] has been scanned

The following document has been scanned on the Fiery and attached to this email:

[redacted].pdf

This e-mail transmission and any attachments that accompany it may contain information that is privileged, confidential or otherwise exempt from disclosure under applicable law and is intended solely for the use of the individuals to whom it was intended to be addressed. If you have received this e-mail by mistake, or you are not the intended recipient, any disclosure, dissemination, distribution, copying or other use or retention of this communication or its substance is prohibited. If you have received this communication in error, please immediately reply to the author via e-mail that you received this message by mistake and also permanently delete the original and all copies of this e-mail and any attachments from your computer.

Please note that coverage cannot be bound or altered by sending an email. You must speak with or receive written confirmation from a licensed representative of our firm to put coverage in force or make changes to your existing program. Thank you.

Review: Trion Group Inc. is our company's carrier of our [redacted] in which I participate. My companys' fiscal year ends on September 30th. I submitted a completed claim form with all of the appropriate receipts/proof of expense via fax. The process began on October 29th. I received a partial refund. A letter from them indicated that they were misising the receipts for one of the claim forms. I re faxed them 4 times since then and made at least 8 phone calls inquiring when the balance of my refund would be dispersed. Each phone call took at least 30 minutes. Each time I was told that they were looking into the delay and someone would call me back. I never received any return phone calls until last week 1-9 and that was from a manager that I demanded to speak to but was not available when I called in earlier that day. He assured me that he would have the check processed and call me Friday january 10th with the status. Did not receive a phone call or the check as of today, January 14th.Desired Settlement: A check to be processed imediately. Afterall, this is my money and in NO way have I been negligent in providing them the required information.

Business

Response:

Complaint [redacted]

Submitted 1/14/2014 3:46pm

On 10/29/13, [redacted] called into the Service Center requesting information regarding the turnaround time to process a claim if it was faxed to office. The call center agent informed her of the 5 business day turnaround time with claims. [redacted] also asked if she would be notified if a claim was denied. The agent responded by stating she would be notified via letter. No other questions during this call.

On 10/29/13, [redacted] submitted 3 claims in the amounts of $1,760.00, $525.00, and $340.00.

On 11/1/13, [redacted] called into the Service Center stating that she faxed in a 15 page claim on October 29, 2013 and wanted status on the claim. The agent was able to locate the faxed claims and stated the claim would be processed in the order that the fax was received.

On 11/5/13, [redacted] called in again to the center for status on her claims and the agent informed her that a check was mailed on 11/6/13 for two claims. There was one claim that we denied, due to discrepancy of dates. The agent asked [redacted] to email her directly with the updated dates to process the claim.

On 11/8/13, [redacted] called in again looking for status of payment and to confirm receipt of her claims in the amount of $525.00. The agent verified the check was mailed and the fax was received.

On 12/3/13, [redacted] called in requesting information for a prescription payment for a claim she submitted for $215.00. The agent asked if he could research as he did not see a claim for the amount she was requesting at the time.

On 12/4/13, Trion agent contacted [redacted] and left a message asking her to confirm the date she submitted her claim for $215.00, since we had no record of this claim amount in our system.

On 12/9/13, [redacted] resent the same paperwork from October for claims that were already paid for back in November. We explained this issue to [redacted] and she stated the information was listed on the document that she submitted back in October. We asked that she give us a chance to review as we were working with an increase in claims due to end of year processing.

On 12/27/13, [redacted] escalated this issue to a supervisor. The supervisor worked to have all claims pulled and reviewed to understand the confusion around this issue.

On 1/8/14, [redacted] called to speak with Supervisor who apologized about the delay with processing this issue. He was able to work with the claims processor who confirmed a claims page was missed from processing during the initial review that caused the confusion. It was resolved and check was mailed on 1/16/14.

Trion Group, a [redacted] Agency LLC

2300 Renaissance Blvd.

King of Prussia, PA. 19406

P: ###-###-####

F: ###-###-####

C: ###-###-####

E: [redacted]

W: www.trion.com

Review: During my employment at [redacted] I contributed $2,647 to my dependent care FSA account that was handled by Trion and spent all the money within the qualified time period. However, the Trion is not willing to reimburse these funds referring to the IRS limitations and claims that the funds were forfeit.

First of all, my former employer together with their benefit administrator Trion misled me about how I supposed to claim the amount I contributed and about the deadlines. I’m a foreigner, so for me all this tax rules and limitations are new.

I was trying to resolve the issue with [redacted]-Trion for more than 2 weeks. Unfortunately, Trion’s administrator wasn’t only helpless but also tried to mislead me on some very important information. For example, three different people had told me that deadline for submitting the claims for reimbursement is set by IRS, therefore there is nothing they can do to help me. After that, I was convinced by [redacted]-Trion that the money that hadn’t been claimed before deadline is forfeited and couldn’t be refunded (all their conversations are reordered, so there will be no problem to prove my words). After calling IRS, I was told that the information provided was inaccurate and that deadlines to submit a claim are set by employer and each employer has an option to refund the money that had already been forfeited.

The handbook that has been provided by my former employer also doesn't indicate the deadline, by stating that “claims may be submitted for reimbursement until March 31 of the following year”.

"Reimbursement accounts

Employees may choose to set aside

money on a pre-tax basis to pay for

eligible medical, dental, vision, and

dependent care (child or elder day

care) expenses. For these programs, the

Internal Revenue Service requires that

all money set aside in the accounts each

plan year must be used by year-end or it

will be lost. Expenses must be incurred

after enrollment and during the calendar

year but claims may be submitted for

reimbursement until March 31 of the

following year. Effective January 1,

2011, participants will not be able to

use FSA dollars for over-the-counter

(OTC) medicines or drugs without a

prescription".

Due to the lack of evidence that support statement about clear communication of the deadline, I believe I am owed this amount. Here is the response I received from Trion on the issue mentioned above.

“The Benefits Review Committee met last week and ruled that there can’t be a reimbursement of these funds. Under the terms of the plan and IRS regulations, [redacted] is not permitted to reimburse this amount to the employee. The employee made no attempt to seek reimbursement until April 7, 2014, well after the reimbursement deadline of March 31, 2014. The committee has denied the reimbursement of the claim.”

They mentioned that I didn’t seek for reimbursement which is again not true, I called them way before and the person I talked to didn't mentioned that Trion had a strict deadlines to submit the claims.Desired Settlement: Refund my money

Business

Response:

Please see my response to the following complaint.

Complaint ID: [redacted]

Submitted: 5/21/14 @ 12:40:26 pm

Customer: [redacted]

On 10/15/13 @ 15:29 pm [redacted] contacted Trion to inform us that she would be terminating employment and inquired how to terminate her benefits. The Employee Advocate she spoke to explained that her employer would contact us with the termination information however her medical, dental & life benefits would continue through the month of her employment termination and that her Flexible Spending Benefits would terminate the date of separation. No action was required on her part.

There is no record of **. [redacted] contacting Trion again until 4/10/14, when she contacted us twice at 12:00 pm & 12:30 pm. Additionally, Trion did receive a call on 4/10/14 from a male caller who identified himself as [redacted], by providing the DOB, participant address and last 4 digits of the SSN for [redacted]. Below you will find the details of these three calls.

On 4/10/14 @ 12pm **. [redacted] identified herself as a former employee and inquired about how to claim her dependent care expenses. The Employee Advocate provided correct information notifying **. [redacted] that the claim filing deadline was on 3/31/14. **. [redacted] also expressed that her employer did not provide guidance and that she was unaware that she had to file any claims until she received her W-2. **. [redacted] explained that she contacted her employer and the human resource department stated they would transfer her to someone who could better explain. She was unaware of who she was transferred too.

On 4/10/14 @ 12:30 **. [redacted] contacted our office again explaining that she was unaware of the process to file claims. The Employee Advocate again explained that all claims for the 2013 plan year needed to be filed by 3/31/14 and that this was explained in her benefit package as well as on her employee benefits website. The employee advocate also explained that since the funds weren’t claimed from the plan they were forfeited as of 3/31/14. **. [redacted] admitted that she did not access the enrollonline website and accused Trion Employee Advocates of making things up as we went along. During this phone call the Employee Advocate did reference that the 3/31/14 filing date was an IRS regulation. This comment was made because this is the claim filing deadline which is documented in the employer Summary Plan Description.

On 4/10/14 @ 1:20 pm a male called into the center identifying himself as **. [redacted]. He acknowledged that he no longer works for the employer and that he spoke to his Human Resource Department. He stated that he understood it was his fault for not having a clear understanding of the plan and how it worked and relied on suggestions from his HR Department. He also admitted that he didn’t review his benefits because he didn’t think he needed too and neglected to do so which was his problem. He provided a phone number other than the numbers provided by **. [redacted] for a return call should the call get disconnected.

**. [redacted] contributed $2,647.08 toward the dependent care reimbursement plan during her time employed in 2013. She stated that she does have valid claims, however at this time there has not been any claims submitted to the Trion Spending Accounts Claim Department. Based on the clients plan design, any funds not claimed by the March 31, 2014 deadline are forfeited.

Should you require further information regarding the details listed above please do not hesitate to contact me at your convenience.

Thank you

Trion Group, a [redacted]

2300 Renaissance Blvd.

King of Prussia, PA 19406

Phone [redacted]

Fax [redacted]

Mobile [redacted]

www.trion.com

This e-mail transmission and any attachments that accompany it may contain information that is privileged, confidential or otherwise exempt from disclosure under applicable law and is intended solely for the use of the individuals to whom it was intended to be addressed. If you have received this e-mail by mistake, or you are not the intended recipient, any disclosure, dissemination, distribution, copying or other use or retention of this communication or its substance is prohibited. If you have received this communication in error, please immediately reply to the author via e-mail that you received this message by mistake and also permanently delete the original and all copies of this e-mail and any attachments from your computer.

Please note that coverage cannot be bound or altered by sending an email. You must speak with or receive written confirmation from a licensed representative of our firm to put coverage in force or make changes to your existing program. Thank you.