Derrick Bickerstaff
[email protected]
347-908-2379
June 15, 2023
Subject: Complaint regarding mishandling of funds and refusal to reimburse
Dear Sir/Madam,
I am writing to express my deep dissatisfaction and frustration regarding the handling of my transit funds by PayFlex. I recently encountered an issue where an amount of $127, intended for my monthly transit expenses, was erroneously transferred to a parking account. Despite my numerous attempts to resolve the matter and seek reimbursement, PayFlex has failed to provide a satisfactory solution, leaving me out of pocket and facing undue financial burden.
To provide you with a clear account of the situation, I would like to outline the sequence of events leading up to this unfortunate incident. I moved to a new place at the beginning of May 2023 making my montly commute cost me less monney. I contacted PayFlex online to make the neccessary changes. I was told that as long as I had the adjustments made by Apil 10th that my June benefits would fall right into place with the adjusted balance ready for the month of June.
Well, On June 5, 2023, when attempting to purchase my New York monthly Metro Card, I discovered that my PayFlex MasterCard was declined due to insufficient funds. Upon further investigation, it became evident that the funds had indeed been credited to my PayFlex MasterCard but were only accessible for parking-related expenses. As an individual who does not drive and has no use for parking services, this allocation of funds to the wrong account left me unable to access the $127 payment intended for my transit needs.
Immediately upon discovering the issue, I contacted PayFlex customer service to rectify the situation and find a resolution. However, to my dismay, I received repeated assurances from multiple customer service agents that the funds could not be refunded or transferred to my transit account due to alleged IRS restrictions. This explanation is unacceptable, as it is PayFlex's responsibility to ensure accurate and appropriate allocation of funds as instructed by their clients.
Furthermore, my request to speak with a supervisor resulted in a conversation with a manager named Ray, who made light and fun of my predicament while under the impression that I was on hold. Such unprofessional behavior only exacerbates the distress caused by this unfortunate incident.
Despite my numerous attempts to address the issue through email correspondences, the responses received from PayFlex have been evasive, unhelpful, and non-responsive to my specific situation. I was even directed to overseas representatives who lacked comprehension of my concerns due to language barriers. This lack of competent support from PayFlex further compounds the frustration and disappointment I have experienced throughout this ordeal.
It is deeply troubling to learn that this mishandling of funds and refusal to rectify the situation is not an isolated incident. In my most recent conversation with a PayFlex customer service representative, I discovered that numerous individuals are facing similar difficulties. The representative revealed that PayFlex had recently updated their system, causing confusion between the MasterCard features for transit and parking. This flaw only becomes apparent when it is too late, leaving customers like myself stranded with funds allocated for services they cannot utilize.
The financial repercussions of this error have had a significant impact on my daily life, resulting in weeks of unnecessary headaches, financial burden, and additional out-of-pocket expenses for transit services that I have already paid for in advance. As a customer, I expected more responsible and diligent handling of my funds from a reputable company like PayFlex.
Considering the severity and prevalence of this issue among PayFlex customers, I strongly believe it is necessary to escalate this matter and explore the potential for a class-action lawsuit. The negligence displayed by PayFlex in resolving this otherwise easily solvable problem requires immediate attention and corrective measures to prevent further financial losses and distress among affected individuals.
