On January 24, 2016 I paid a doctor bill in the amount of $19.09 using my wage works card. Later that year in August, I was told that the bill was not covered and that I needed to make an out-of-pocket payment and then submit the receipt in order to cover this transaction. The next time I went to the doctor, I paid $19.80 out of payment. I submitted the receipt as I was instructed. The company applied this receipt to the balance. In August of 2016, I received notice that I needed to submit a receipt for a another transaction that occurred. When I called the company to submit the receipt, I was reminded that I needed to submit the receipt for the $19.09. I spoke to a customer service agent for about an hour and they figured out that the receipt was submitted; it was a mistake on their part. I was able to use my card again from August to December of 2016.

On January 3rd 2017, I went to pick up my medicine from the pharmacy, only to be told that my card had been suspended. When I called Wage works, they said it was for the $19.09 again. I explained to the agent that I have been through this twice before. She spoke with someone that told her they could not release the card until I mailed in a check for the $19.09; this was my only option to mail in a check. I told the agent it was ridiculous for me to pay for the same thing twice. The agent informed me that she understood, but could not get the "higher ups" to understand. I asked several times to speak with a supervisor, only to be told that she didn't know who she spoke to and she would only get a different person. I went around and around with this agent to no avail. I was told once they received the check, they would apply it and my account should be released in 5 to 7 days.

This is total Incompetence on Wage Works part. I am unable to get my medicine and or pay my co-pay at this time. I was told to pay out-of-pocket and I could file for reimbursement when they cleared up the problem. My medicine is about $125.00 and the co-pay is $35.00. I do not have the funds to pay this out-of-pocket. This is the reason for the flex benefits account. I filing a formal complaint claiming consumer fraud, horrible customer service and this company is all around terrible and should be hit with fees, sanctions and restrictions for their total lack of concern for the consumers who pay their hard earn money to use their product.

Sincerely,

Keith S. Hamilton