ComplaintsforAccrue Solutions

• Initial Complaint

  10/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I paid the company for dental cobra coverage for the period of *****-**** 2023. They failed to communicate my coverage to the dental insurance company, but also told me months later that my **** payment was $4 short and therefore I was not covered for that month. This is not what the bill stated, I paid in full.Now, I have asked them to refund my money for **** and communicate to the insurance company that I am covered for ***** and May. I have not heard a word from them. Theyre a bunch of crooks.

• Initial Complaint

  09/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  $3300 was removed from my HSA account by the Accrue CMS, the account vendor, without my authorization or even any notification to me. Funds were returned 7 weeks later, only after I caught the issue myself. However, during the two weeks following the discovery of the missing funds, Accrue has offered no explanation as to why the various errors occurred nor why I was not notified by them when they took the $3,300 from my account. I am concerned the same issue can occur again - to me or to other Accrue account holders. I was using Accrue as one of my two Health Savings Account (HSA) vendors. On July 10, 2022, I submitted paperwork to Accrue requesting that they close my account and transfer the balance of $3,300 to my other HSA account with Optum. Funds were deposited into my Optum on August 4, 2022. On August 9th, those funds were removed from my Optum account with my authorization and without any communication to me. I did not learn about the missing funds until I noticed a low balance on my Optum statement on September 12th, more than a month after the $3,300 had been taken. I contacted Accrue several times starting on September 12th. Frustrated that no one had contacted me with any explanation, I called Accrue on September 20th. I was told that they had made a mistake and were sending a replacement check. However, they didn't understand why the original check had not been properly authorized by Accrue, nor did they understand why, when Accrue received the $3,300 back from Optum, no one in the company did anything to remedy the error or contact me (until I caught the issue over a month after the funds were taken). It has now been over two weeks since Accrue was notified about the missing funds, and there seems to be no explanation for the various errors at Accrue. Johnna, the representation with whom I spoke on the 20th, was professional but did not give an impression that Accrue perceived this as an urgent issue.

  Business response

  02/13/2023

  Business Response /* (1000, 5, 2022/09/29) */ . Consumer Response /* (3000, 7, 2022/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response is not a response. It's a just a period ".". This may simply be another error on the part of the company or may reflect the company's attitude. Business Response /* (4000, 17, 2022/12/07) */ This participant issued a direct deposit to transfer the funds to himself. He did not finalize the positive pay so that we could direct deposit his funds so we pulled the funds back and issued him a check on September 14th. ***************** ******, ********9/14/2022 $3,317.86 HD CK ***********Reissue of Check 0000001433 **************** ******, ********7/27/2022 $3,317.86 HD CK ***********Voided and reissued on 9/14/2022 - check # **** was returned positive pay pulled the funds back on 8/8/2022 Consumer Response /* (4200, 20, 2022/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) The latest response attempts to blame me for an error on the part of the vendor itself. They have also tried to blame the bank in the past too. Since this initial error, they have deposited, reversed, and deposited transactions again. Their systems seem to be very broken.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩