WageWorks

THE WORST! OMG. Unbelievable. I’ve called wageworks three times in the last 8 days because my COBRA hadn’t kicked in, even though I paid my COBRA premium on line last week thinking that paying the extra 2 $ would expedite things. NOT ONE OF THOSE TIMES did anyone happen to mention that my daughters’ birthdates were not in the system, so they’re not covered! And to add their dates — which, why the heck aren’t their DOBs there to begin with? They were already in the insurance system! — I have to fax a form. Yes, fax — who the heck has a fax machine? It means finding one and then paying for that. I am just livid. They are the worst.

My card was declined at my last optometrist appt. Seems that 2 prior uses of the card had issues. I had paid the dentist and a Palo Alto Med Clinic bill with the card previously and the transaction was accepted. HOWEVER, Wageworks required that I submit copies of the receipts AND insurance EOB’s for each of these transactions. Spent time digging up paper copies of these, scanning, and submitting. Why am I doing their job for them?
Update: the documentation that I submitted was approved, but I saw online that my card was still blocked. Called Wageworks and was told that I have to contact my dentist to get them to reimburse Wageworks for the part that insurance already paid their office. Again, WHY do I have to spend my time doing this??? My dentist office is closed for the week so I will not be able to use my Wageworks card for who knows how long until this is resolved. VERY UNSATISFIED!!!

Wage works customer service is the absolute worst !! There is no follow up from them whatsoever.
They take your money and then do everything possible to deny your claims.
DO NOT USE THEM !!!

Zero star would be more appropriate for a company like this. The worst organization that I have ever dealt with! Too exhausted to write about the problem that I have with them but it’s very similar to all the posts here on Unilocal.Incredible how they can be in business, maybe because of our money that they suck from our paychecks.

I came on Unilocal to vent about the 3 horrible experiences I’ve had with these crooks, but it’s clear I don’t need to go into too much detail or waste my time based on the rating. THE. ABSOLUTE. WORST.

Wageworks has the most responsive, well-​trained, and knowledgeable Customer Service personnel I have ever had the pleasure of speaking with. GOTCHA. I am kidding! They are horrrrrrrible. I asked one of their mouth breathing knuckle draggers to transfer a balance from my expired transit card to a new one. You would have thought that I was asking her to explain string theory. I finally just hung up after I felt my life flash before my eyes. I had LA Metro take care of it. They first suggested I call Wageworks. The LA METRO person and I had a good 2 minute laugh after that remark. Good luck, folks.

Wageworks screwed me out of almost $ 400 of my own money! How, you ask? Well it went down like this:
I went to the Dentist in October 2015. Bill was about $ 400. Bill arrived in February 2016 and I paid it with my WageWorks FSA debit card. Transaction succeeded. After all, you have a 3-​month grace period for 2015 FSA expenses, so paying them in February is no problem, right? Wrong! Turns out that’s only true via «pay me back» claims you submit online. Not true when you use the debit card. But how was I supposed to know that? The transaction was approved and my dentist got paid.
Well it turns out Wageworks took the $ 400 transaction out of my 2016 FSA account, not 2015. Then, three months later (!!!) they decided that the February payment was now «denied» and demanded that I pay them back. In other words, they wanted this money back out of my own pocket, not my tax-​free FSA funds! And to make sure I paid, they froze my remaining FSA funds so I could not access them until I paid up.
When I talked to support, they offered a couple workarounds which still amounted to me losing $ 400 out-​of-​pocket which should be tax-​free FSA expenses. No thanks. Basically, they said «tough luck».
What should have happened: If the grace period doesn’t apply to the debit card, then don’t honor the debit card transaction in February. Make me pay the provider in the «approved» way while the grace period is still in effect! I would have been fine with that.

This company has the worst customer service in the world. I mean it’s like talking to the cable company only 10x worse because even after arguing your point and asking them to do something they repeat the same crap back to you over and over and don’t actually offer you any solutions.
I submitted a claim by accident (clicked the wrong button) — their user interface for submitting claims is also horrible — without putting the full receipts in. I called to ask if there was any way to modify the claim by adding receipts after the fact — OF COURSE THERE ISN’T — why would anyone think to even have such functionality? So I kindly asked if they could reject the claim in error and I could submit a new clean claim for the same amount with all the appropriate documentation. Makes everyone’s life easier, don’t have to go through the 2 – 3 day hassle of claim review, simple, simple. Not so simple — no way to do that? ARE YOU KIDDING ME? Just go in the system and reject the claim…
Their answer was to resubmit a claim for the same amount with all the appropriate paperwork not just most of the appropriate paperwork. When I explained that this could lead to me getting paid back TWICE for the same amount, they said, oh, no that won’t happen, when given the crappy ability of anyone to understand anything when I call them, I highly doubt and then we have an even bigger mess on our hands where they’ve paid me a significant amount twice, and, what? I have to pay it back… ridiculous. How do you not have the functionality to do what I asked? And then it take 30 minutes just to try to explain a very simple situation to them.
This isn’t the first time this has happened. I have been double paid, have had sever claims rejected even though I have all applicable paperwork — receipts, cleared checks, the works.
It’s absolutely ridiculous.

Horrible company — please avoid at all costs! Here’s how WageWorks cost me over $ 10,000:
I became disabled and had to leave a great job on 2÷3÷2015. I elected COBRA coverage for health benefits so I could keep the same doctors, prescriptions, etc. Everything was fine until 2÷18÷16, when they cancelled my COBRA coverage for non-​payment, even though I had online payments set up (which had been working for the past 10 months).
This happened when they increased my cost of coverage on 1÷1÷2016. I was notified of the increase on 12÷8÷15, logged into their web site and set up payments for 2016 at the new price. I assumed everything would be fine…
Here’s where things get unbelievably crazy. Even though online payments had been updated correctly, they didn’t deduct the payments from my bank account because of an issue with WageWorks’ billing system. I learned of the problem on 2÷18÷16, when they sent a letter stating that they terminated my COBRA coverage RETROACTIVELY as of 1÷1÷2016 due to non-​payment.
I figured they would notice their mistake as soon as I told a customer service rep, but had to follow their process of filling out an ‘appeal form’. I did so immediately and sent it in. Exactly 30 days later, I receive a response to my appeal; even though I had online payments set up properly (nobody disagreed with that), they were denying my appeal because I didn’t make payments on time, and this decision was final; no further appeal would be considered. That’s right — I’m at fault because I didn’t notice the money wasn’t automatically withdrawn from my bank account. Apparently, «I should be watching my bank account to ensure payments are always deducted on time each month,» according to April, a customer service ‘manager’.
I’m still in shock. I now have to pay full price for every procedure, doctor visit and medication I’ve had in the past three months; $ 11, 200. This must sound unbelievable; a company making a disabled person with limited income pay so much money because the company made a simple mistake. I’m financially ruined because WageWorks made a mistake and pointed to a ridiculous policy in buried in fine legal print to make it my problem.

Last week I called to order a commuter card that I had never received since Dec 2015, one was ordered month after month. It was ordered more than once since December 2015. To this day I am without a card. I expressly asked the service agent to send the card to me Express and she did not tell me there was no such service. I begged her that I would pay for the service myself as long as I get it right away. I expressly heard she said it would take 2 business days, which was to my satisfaction. She did no say it would take 2 days to process then an other 7 day to receive in the mail.
I’m infuriated to hear that today. I spoke with a supervisor Zach who hung up on me and when I returned the call he did not take the call and transferred me to Judith, who got me to Desiree another supervisor. I SHOUL’NT BE TALIKING TO MORE THAN ONE SUPERVISOR!
I spoke to 2 prior agents ref#160 314−010−719 and #160 309−003−743. That’s 5 people I had to speak to.
Send an email and write a letter to:
WageWorks
Attn: Executive Escalation Team
1100 Park Place
San Mateo, CA 94 403
ExecutiveEscalationTeam @wageworks.com

The worst company I have ever interacted with. Twice they lost my card in the mail and refused to reimburse me. Every time I called they contradicted themselves and ultimately told me to file and appeal through their California HQ… which of course disappeared into an abyss. Is there any way to file some sort of class action suit. I cannot believe any of this is legal.

Nightmare company ever since they moved their operation overseas. Their once stellar customer service is now just a bunch of people who don’t speak English well, reading from scripts. If you don’t have a common issue, they won’t be able to help. They don’t understand what you are saying, because it isn’t in the script So sad. SHAME ON YOU Wageworks.

If someone can choose a company for their Flexible Medical account, please do yourself a favor and DON’T use WageWorks. Unfortunately, my company uses WageWorks, and I have no choice to use them. Their reimbursement time to pay people is ungodly slow, and they’re not consistent when it comes to denying or approving claims. You can submit two identical claims, and they might approve one, and deny the other. It all depends on the person processing your claim.
My wife’s company uses HealthEquity, and it’s night and day difference. HealthEquity is excellent, and you will have your money in your account within two days after submitting an online reimbursement. Seriously. Let me explain. I submitted a reimbursement for my wife to HealthEquity on the same day I submitted a reimbursement to WageWorks for myself. HealthEquity paid us within two days, and it took two weeks to get my money from WageWorks. Now, WageWorks says that the length of time it takes to get the money depends on the financial institution, but that’s BS because it only takes a couple days to get paid by HealthEquity, so it’s not the bank.
For the life of me, I can’t understand how WageWorks can even be in business. They have a one star rating on Unilocal,and other review websites all have bad reviews for them as well.
WageWorks needs to be put out of their misery, and leave this type of business to the professionals.

wageWorks sucks.
My company use wageWorks for the commute benefit.
It is a monthly benefit and I need to fill a form about the details of the order.
It’s understandable. But until it failed, i don’t know there are some errors in the form.
AND, I have no way to fix the error until the next month.
The customer service also sucks. They don’t know what’s going on and decline they have errors in the system.
One of the worst service I have ever used.

Dictabenefits (Dictator+Benefits)
We have no choice, right, in who handles our commuter benefits? So I must grin and bear through three hiccups due to WageWorks.
Hiccup #1 — Sept 2015
I lost my MetroCard so I followed my HR Dept’s instructions on how to get it replaced through wageworks, only problem is the information I was given by the rep contradicted my employers instructions. I had a 3 day delay in receiving my Sept benefits. No big deal but slightly annoying. Then comes the benefit increase-​gate 2016
Hiccup #2 — Jan 2016
I was erroneously unenrolled due a system error when Obama increased Fed employee benefits from 130 to 255 (thanks Obama – no really thank you! :-). Thats not the icing on the cake. The rep I spoke to, Lynfrey, doesnt speak a good lick of english. I assume their call centers are in Irving, TX (Public Records, Annual Report 2014 Form 10-​k)) and they hire alot of reps who have heavy accents. This rep mustve gotten offended when I asked to speak to her supervisor after she gave me three confusing different answers, she said, and I quote, «Why do you want to do that?»
EXCUSE the hell outta me for asking for a sup. She puts me on hold for 10 minutes and says «My supervisor told me to tell you call the HR because he cant speak to you…» BLUFFERRRRRRRRRRRRRR!!! Oh Lynny baby. Please know I have your rep id and Ive logged three complaints to escalations, my hr dept and the call center supervisor. mhmm #YoureInTrouble
Hiccup #3 — Feb Benefits 2016
Unable to purchase February’s commuter pass because Ive been magically unenrolled again by the enrollment fairy, seriously can we get that fairy an elf-​mate or something? (get it elf-​mate/​helpmate oh forget it!) So now Im here waging my complaint against WageWorks *knee slapper* My problems stretch long and far and are still unresolved…
Stick around Unilocalers for part deux…

I was quite satisfied with the service and all was as expected. May be for others their HR should have worked better, but I can’t complain and all was calculated and worked.

I completely agree with N W.‘s review and others about this company just taking your own hard earned money with no intention on ever returning it.
I enrolled in the parking commuter: pay me back plan. Once you make payroll deductions, they will never stop, EVER. I made every attempt at stopping them on their disfunctional website with no success. I called their customer service multiple times to stop deductions. They kept telling me they stopped the deductions for me but that ended up being a lie because I kept seeing weekly payroll deductions. They consistently deny refund claims for ridiculous reasons so they can keep your OWN hard earned money. Don’t enroll in any of their benefits. This is a crook company and I really hope some day they will get sued. Please avoid!!!

Dear future employer,
Please do NOT use this service. I’ve had 2 other employers that used them and they require a new account for each employer. When I asked if it would be possible to reuse my same username I was told to reregister. When I asked if it would be possible to close my old account and sign up again I was told to reregister. When I asked if I could change my username I was told that I could do that online however the field is greyed out on their site (clearly indicating changing the username isn’t supported). At this point I’m even considering asking any future employers if they use WageWorks as a way to filter out companies that make bad vendor choices.

I have repeatedly lost hard-​earned money to Wageworks. They are such sticklers for their rules yet they never provide any information about these rules either in the mail or on their website.
Their customer service is clearly a call center in the Philippines and their reps have absolutely no power to help with any cases that do not fit their rules. Two years ago I was somehow transferred to a local American employee who was actually able to help me but today the woman said she was basically the head of wageworks with no one above her that could help me. I just lost $ 250 for legitimate dental expenses that Wageworks feels is not within their rules. Unless your company uses some other FSA organization I would be very cautious with this company.

Lost a couple hundred the 1^st time around due to them not sending or providing me any information regarding my pretax medical deductions. Now I have money stuck in limbo because they failed to put money on my transportation for 2 months and now the 2^nd month is not enough due to increase in fare.
They won’t refund the money and the system is too stupid to deduct less than the required amount due to my remaining. And as photo below shows, email is useless because all they do is tell you to call and wait for someone to answer.