ComplaintsforIGOE Administrative Services

• Initial Complaint

  09/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Through my employer, I have had a Flexible Spending Account with **** since July 2022. $484.45 should have carried over from the ********* plan year into the ********* plan year. This did not happen. I contacted **** by phone and in writing in December 2023 to try to fix the error. Receiving no response, I tried to work through my employer's HR **** who ***orted back:"There is still a balance of $484.45 remaining in the previous plan that didnt carryover since the maximum is $570. Unfortunately, the last day to submit claims against this amount for expenses incurred during the plan year was 9/30/23."I noticed that all of the transactions that exhausted the carryover had service dates before the runout of 9/30/23 so ****** could have submitted claims instead of using the card so that the funds were pulled from the previous plan year instead of the carryover."So the issue was a TECHNICALITY. **** does not dispute that the $484.45 was within the carryover limit of $570, and therefore the $484.45 should have carried over from the ********* plan year into the ********* plan year. Apparently, using my benefits card in July 2023 automatically triggered funds to be pulled from the new plan year - invalidating the available funds from the previous plan year that should have carried over. No instructions from **** explained that this would happen until my HR *** reached out to them for an explanation.Since then, **** has expressed (through my HR *** in January 2024) that they can make "a one-time exception" for their gaffe, and refund me the $484.45. Unfortunately I have yet to see these funds. Negotiation through my HR *** has stalled, and consequently I am seeking help from the Better Business Bureau.

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid **** for COBRA health insurance for the month of Sept 2024. Subsequently my former employer transitioned to new ownership with COBRA administrative services handled by a different entity. After contacting **** on Aug 29th for a refund of the Sept payment I was informed that **** will issue a refund via mail after 4-6 weeks of "processing time" AND I would be charged a 2% fee for this to happen. I had previously called **** on Aug 26th 2024 and was informed that my Sept payment refund would be released back to my former employer and I would not receive the 2% fee. My concerns are:1. **** is holding my $1945.25 for the extended period of 4-6 weeks while I still need to pay the new COBRA administrator again for Sept health insurance coverage (double paying for Sept until I receive my refund from ****)2. I am being charged 2% for a refund process I NEVER elected for

  Business response

  09/03/2024

  Dear ******************-

  Our Director of Participant Services, ***, left you a VM last week as it appears there was potential misinformation provided to you. Your former employer is no longer a client of ******. The ***** premium that was sent to **** for your September coverage was sent to your former employer as they pay their insurance carrier directly for all coverage for their active employees and their ***** continuants. The information about your ***** election and paid through dates was provided by **** to their new ***** administrator. There is no action needed on your part. The 2% administration fee that is billed under ***** does not need to be paid by you twice. Not only would that be poor form on our part, the law prohibits that practice, as it should, for your protection as a ***** continuant. **** has no possession over your premiums. This is why our representative originally provided you with a refund delay as we would have had to seek the return of those monies in order to get them back to you. This would have been an incorrect course of action entirely as your request was not to terminate ***** but to ensure that your coverage was not interrupted as part of this transition. Please accept our apologies for the undue alarm. Additional training has since taken place. If you have any issues with your coverage, you will need to work with the new ***** administrator and/or the benefits team at your former employer. If needed, we can assist only so far as to supply documentation showing that monies were transferred to your former employer and proper ***** election was made for the month of September which was affirmed by **** when transferring data to the new administrator. We wish you all of the best and again apologize for alarm caused by our agent/s.

• Initial Complaint

  08/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ever since **** found out my FSA account will be expiring at the end of September, they are purposefully, denying all of my claims, including items from a preapproved FSA list which they have previously covered and medication charges that were previously covered. Further, they are denying charges without explanation, Public educators are already struggling. I dont know why this company thinks its acceptable to steal money from hard-working teachers.

  Business response

  08/16/2024

  Good morning, Mia-

  Our Director of Participant Services, ***, will be reaching out to you shortly if she has not already gotten in touch with you. Unfortunately, the claim denials are not related to the eligibility of the items themselves but are instead related to your enrollment status in the benefit (e.g. your eligibility status). GUSD has reported that your eligibility was lost in late June. As a result, purchases and services after that date are not reimbursable under their program.

  **** does not benefit from withholding reimbursement from any plan participants. We do not hold any plan funds and simply facilitate in coordinating payment between the plan sponsor (the employer offering the program) and their participating employee. We believe passionately in these programs and benefit from having these programs gain popularity by creating positive experiences for our clients (employers who offer these programs) and their employees who participate. There are regulations that have to be followed due to the tax nature of these benefits which are governed by the **** One of those is that the program must be run based on the eligibility rules set forth in the plan document. That is what is at play here. Eligibility is based on your status as an active employee among other things. We understand that the information you are receiving is not favorable and wish that we were able to give you a different response. We empathize with your situation as fellow human beings but are legally obligated to withhold to denial status of the claims and transactions that are the premise of this complaints.

  Warmest regards, *************************** (President/CEO)

• Initial Complaint

  06/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have an FSA account with them. Its going to be ending soon. They have made it almost impossible to submit claims ever since they found out the account was going to be cancelled. Which means all the money I have them is going to disappear. As an example, prior to this point I never not one single time needed to use 2 factor authorization, but now I do and it just so happens that they set the contact email to one that is disabled. It took weeks to sort this out by contacting support. I finally was able to log in so I did an I submitted claims. And immediately the next day I was no longer able to sign in. Not invalid password or anything I just get an error message telling me that it's impossible for me to log in.One might conclude they are purposefully and maliciously targeting people whose accounts are soon to close and to need to log in to submit claims. They're making it very very difficult if not impossible to submit claims.

  Business response

  06/03/2024

  Hi *****-

  We are so sorry to here that you are having trouble accessing your account. Due to increased fraud activity in the *** market, we have added multi-factor authentication to our user accounts. This is for our protection and not intended to prevent you from accessing your funds. The Director of our Participant Services Department, ***, will be reaching out to you personally to ensure that you obtain access to your account and that all of your requests are successfully submitted. If you should ever run into issues again with our call center or email support center, our executive team's contact information is published on our public webiste: www.goigoe.com. We are accessible and return all calls and emails within one day if not within the same day as we take customer service very seriously and believe strongly in the benefit of these account offerings.

  Should you need anything else, do not hesitate to reach out to me directly at *********************.

  Best,

  ***************************, President/CEO

  Customer response

  06/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  05/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Deceptive and Invasive Practices I am extremely disappointed with the services provided by Igoe Administrative Services. Their handling of my ************** FSA claim has been nothing short of frustrating and deceitful.Invasive and Unjustified Documentation Requests Despite my clear and legitimate submission of a daycare expense invoice for my 3-year-old daughter, **** demanded irrelevant and invasive medical-related documentation, such as the "name of doctor" and "description of procedure." This was for a daycare expense, not a medical expense! Their excessive and irrelevant requests raise concerns about potential HIPAA violations.Intentional Obstruction It is apparent that ****** practices are designed to make it difficult for users to spend their FSA funds, hoping that the money will remain unused by the end of the plan period, allowing the company to pocket the funds. This is a clear attempt to undermine the purpose of the **** which is to help families manage dependent care expenses.Unresponsive and Uncooperative Despite my attempts to resolve the issue, **** has been unresponsive and uncooperative. Their customer service is poor, and they have failed to provide any valid reason for their invasive documentation requests. Instead of facilitating the use of funds for legitimate expenses, they create unnecessary hurdles, wasting time and causing undue stress.Do Not Trust **** I strongly advise against using Igoe Administrative Services for any FSA or dependent care-related services. Their deceptive practices, poor customer service, and apparent intent to profit from unused funds make them an unreliable and untrustworthy provider. Save yourself the frustration and choose a provider that genuinely supports its users.

  Business response

  05/07/2024

  Dear consumer-

  We would very much like to research your account so we can find out who assisted you as it sounds like incorrect denial codes may have been used when processing a potential claim denial or request for additional documentation to verify the submission. We are unable to conduct this research as the name provided is fictitious as is the email address. When a claim is provided and additional documentation is needed, there are prepopulated denial reasons that the processor can use. It sounds like the processor errantly selected a denial reason that would apply to a health FSA and not a dependent care account. We would like to be able to provide coaching for this processor and also be able to review and correct this error. We ask that you contact our Director of Participant Services, ***, at ********************. 

  We care very deeply about these account offerings and the members who participate in them. These tax advantaged accounts are important ways for American consumers to make the most of their income, especially in economically challenging times. Please contact *** or myself directly so that we can work with you to resolve your concerns directly. We are not a deceptive of unlawful company, quite the opposite! 

• Initial Complaint

  04/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unable to use the portal for the company. And phone calls never resolve any issues. Only politeness and excuses. Months doing this!!! Delay tactics to avoid their failure at servicing us and doing what they are contracted for!!!

  Business response

  04/29/2024

  Dear *******-

  We would love to assist you but do not actually hold any of the funds associated with your current or former employers benefit program. Can you contact myself and my Director of Participant Services directly so we can best assist you?

  ********************* (*****)

  ******************** (***)

  We need a little more information about the nature of your request so that if an appeal is necessary, we can route that to the correct external parties.

  All of our best,

  ***** (CEO/President) and *** (Director of Participant Services)

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Feb 23, 2024 I closed my ************** Account after being laid off from my job. My blance was $556. 22 and was told a check would be generated and mailed. I have had 3 separate conversations with **** about the whereabouts of this check. First I was told a "cyber attack" occurred and the check release was "held". Then I was told it was released and mailed on the 3/18. Today I am told it may take a few more weeks to receive my check. They also will not let me cash out my $75 transportation money that I paid into it. I feel this is fishy and want to report this and hope for a resolution.

  Business response

  03/27/2024

  **** partnered with a company called Change Healthcare (CHC) to distribute approved plan reimbursements. It is true that CHC, a ******** of *********************** experienced a cyber attack. This was a highly publicized and large scale event. CHC shut down all ability to send and receive data. As a result, **** opted to end its relationship with CHC and put a new vendor in place. This took time to do properly. All stalled payments were put in the mail between 3/18 and 3/22. With current **** delivery schedules we are conservatively allowing up to 7 days for delivery. We understand that CHCs event had negative impact to many people, including **** and participants/account holders we serve. We responded as quickly and diligently as possible to this event. If you do not receive your check by early next week, please let me know.

  As for the Transit funds, IRS regulations do not allow us to return those funds to you. Those funds are forfeited to the employers plan and are not retained by ****. IRS rules require funds to be used while actively employed for Transit related benefits.
  

  We sincerely apologize for the delayed HSA cash out check.

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** fails to approve hospital and clinic charges. **** asks participants to request detail itemized expenses for each service which make them like a jurisdiction role instead of a service role. Once *** cards are charged by the clinics or hospitals, There is no reason that **** needs a itemized detail expenses from the participants for they can make their requests from the service providers. Almost all service providers have their format and information that the *** participants may not be familiar with. **** shall not let the *** participants carry the burdens of requesting these documents and kept threatening the participants who are in suffering to pay back their own money contributed in ***. I am surprised that **** business exist in the modern world which bring zero value to the society but wasting our time and resources.

  Business response

  03/13/2024

  We understand your frustration. These benefits are governed by the *** with documentation requirements that are different than other consumer experiences and are not often in alignment with receipts or documents provided by a care provider or hospital. Regardless, the *** regulations require receipt review and that such documentation include certain data points. For reference, youll want to look at *** Memorandum number ********* in response to a similar complaint made directly to their office. Substantiation rules are outlined in *** proposed regulations 1.125-6(b). Contractually, we are required to request proper documentation to verify that the card charge met the requirements of your employers plan and can be free from taxation as a result. We would love to see self-certification via card swipes be accepted as allowable by the *** and routinely advocate for that. We can deploy some allowable practices that help reduce documentation needs, but in looking at your charges, they did not meet these criteria for auto approval even though they clearly took place at a care facility. We appreciate your frustration with the process but encourage you not to consider that a lack of service on our part. These tax saving benefits have always required proper documentation. Using the card prevents you from having to wait to get reimbursed and can, in some cases, meet the receipt documentation requirements.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Igoe administrative services is experiencing a billing outage, where they are unable to accept payments for bills that are owed.At the same time, they are not adjusting deadlines or communicating the issue. After a lengthy wait for a support call, I was told payments were failing for everyone and there was no more information. I was told they would make no adjustments or waive "convenience" fees associated with paying online.My bill is due on a specific day, and the support rep continuously insisted it was due on another day before hanging up on me. Now I have a bill due, and the mechanism used to pay it is broken.

  Business response

  09/01/2023

  Good afternoon, *****-Fortunately, it looks like your account is paid in full at this time. Our Director of Member Services, ***, contacted you as we did notice that the agent handling your inquiry did not follow protocol. From time to time there may be an issue with payment processing software. This can be on our end or on the processing bank's end. If a payment error occurs and we are notified, we immediately issue a service ticket with our payment processing partner and do the following 2 things: (1) commit to provide follow up on the ticket response and resolution options OR provide alternative payment options if the root issue is not addressed when the payment is due. (2) if the root issue is not addressed by the time payment is due, we note the account to allow for an exception as an attempt to timely pay was made. We may have to involve the actual insurance plan sponsor, which is generally the former employer for the accountholder, to seek approval on how much extra time is allowed. We apologize that this is not the information our agent provided and have addressed that with them. While it is our goal to have accessible and reliable online payment service options, these options are provided solely as a convenience and often have an associated fee imposed by the processing bank. COBRA does not require electronic payment options - so when technology fails - a check or money order postmarked by the last day of your applicable grace ****** will guarantee that coverage will continue to be available. We understand and value the convenience of online payment and work diligently to ensure that the option is accessible. This is very rare and will ideally not be something you run across again. Feel free to contact me directly if you run into any further issues (*********************). Best, *************************** (President/CEO)

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After my husband'semployment was terminated, my 2 children and I continued our insurance plan with AETNA under COBRA through **** from June. However, we received a new member ID which made our spendings and deductible $0 because a new plan started by an error. We should be able to continue the plan with the same member ID with the spendings from January since this is the continuation of the same plan under COBRA while my husband discontinued his coverage. To rectify this issue, we contacted both **** multiple times. **** told us they would review this matter by a certain time frame but we don't hear backfrom them. We need them to correct the application of our membership and reinstate the plan with the spendings from January so that AETNA can reprocess a claim that was processed with the new member ID incorrectly.

  Business response

  07/18/2023

  Dear ****- My apologies on my delayed reply as I was on vacation returning yesterday. The specific issue at hand is one that can only be resolved directly by your insurance carrier. Should they need any proof of your coverage under COBRA, we can certainly continue to facilitate the provision of such documentation. As we are not the insurer, we have no control over the insurer's records or policies as it relates to tracking deductible values nor do we have access to your claim details. After speaking with my team yesterday, it is apparent that we failed to properly direct you to your carrier and seemed to imply that this was something we could directly resolve. This is not the case and the agents involved have been coached as to how to better respond in the future. ******************* ****************** is the manager overseeing your account. I believe you have been in contact with her as of yesterday evening. She has additional reached out to your former employer (the owner of the carrier contract) and the insurance broker to assist with advocacy for appropriate record updates. Please accept my apologies on our company's behalf for not giving you the guidance you needed to connect you with the proper parties in a more timely manner. If either myself or ***** can be of more assistance, please do not hesitate to contact either of us directly: ********************** ****************.

  Customer response

  07/19/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. While I still feel their communication is confusing, I believe they indicate that the whole situation was caused by purely a communication issue and the central issue must be discussed with the insurance company unlike their original guidance. We already communicated with the insurance company. I will consider this complaint resolved.
  
  Regards,
  
  Miku Disseldorp
  
   
  

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