Benefits by WEX Reviews

I am extremely upset with this service. The fact that they are denying a medical payment before the start of the year, as if I can control when I have a medical emergency, is on the verge of customer abuse. Why would a legitimate medical bill be denied for payment just for being accrued before the beginning of the year? I understand that due to IRS regulations require that the tax free money be spent on medical services only, but to control a customers money to this extent means that someone would have to suffer medical pain or other issues until the following year just so that they “qualify” for payment.

I expected better than this, and now I feel that I need to warn everyone about such a shady & dishonest practices. Next year, I have no intention or trust to put my money in this FSA ever again, as well as either report this company to the Better Business Bureau and keep as many other customers from using this service. I also feel that reporting these issues on social media will inform current & future customers from using & being abused by such distasteful services.

Last summer I had a severe case of trigger finger I went to a doctor at urgent care and he issued me a Breg hand and wrist brace to help with the pain. This FSA company denied payment on the brace. I got statements from Breg,so I paid them directly. This FSA company kept telling me they needed receipts so I sent them the receipt of what I paid for. Now they’re telling me I have to pay back the money to them, for what they never paid for in the first place. This is really messed up! I ended up having to go and get physical therapy done on my hand because of the pain. Also I ended up having to have Cortizone shots in my fingers. They’re giving me the runaround about that now. I had an overage so I know they kept a certain amount of money that I didn’t get to use up, and they still want me to pay them back more for something they never paid for in the first place. What a joke! If there were anyway that I could drop the FSA right now for this year, I would.

Benefits has significant potential. I like being able to check my balance and upload receipts. But it doesn’t coordinate with my insurance and therefore Benefits doesn’t work as well as another I had in the past.

It automatically asks me for receipts/aka EOBs whereas my old provider used to automatically reimburse me for obvious things like a copay at a Doctor’s office. Also I had a lab refund my FSA card as they should not have charged me. The customer service rep I called at Wex said they saw the credit and it should take 1-2 months to rectify it. That was four months ago so I’m missing out on submitting another item.

I used Benefits to contact customer service via email and after I hit send instead of getting a confirmation that my question was sent - Benefits announced that it had “timed out for inactivity”. 2021 just won’t go away!

I just got WEX through my employer for the 1st time in 2022. Things seemed to be going ok with WEX until they denied my $99 payment for the lab copay for prenatal genetic testing - despite adequate receipts and documentation - because the blood sample collection date at my doctor’s office was not the same date as the test date or results released date. WEX turned off my FSA debit card while I disputed the denial, which meant that three separate providers had to call and tell me my payment on file (WEX FSA card) had been denied. So I had to give the providers my original credit card information in order to get my medications. In the meantime, I submitted to WEX more than $99 worth of reimbursable expenses that I wasn’t able to pay with my deactivated WEX card. This was a real pain to try to resolve, and I still don’t even know if it’s resolved yet. DISSATISFIED.

They have made it more difficult to submit claims. Before you could upload a receipt and be done. Now you have to answer so many questions and be so specific in what it is. If it’s a doctor visit then it’s a doctor visit. Instead you have to explain in detail what it’s for or you cannot submit your claim. And it doesn’t give you enough options to pick from and I don’t know why when you see the receipt is used for a hospital, or a doctors visit why you have to have a receipt for each visit. Another issue is the paperwork sent has to have so much information for what you were seen for or they deny your payment and freeze your card. Then you sit on hold for 2 hours and get disconnected and never get to speak with a person. Benefits gets a one star and I’d give the business no stars if I could.

Within the last several weeds the mobile app has started opening up in the portraits mode and freezes there, it will not rotate to the horizontal mode. All other apps will rotate if I wish. My problem is that when entering data the screen is then on a different axis than the attached typewriter keyboard that I use. Customer service knows nothing of this. I use Apple products and they ran tests and believer they software of Benefits has been updated for the iPhone and not the ipad. I use the ipad. As I said CS at DBI is total unaware of how to redolve theses issues, and were not even aware of then. I will try to contact the supervisory level and let them know. In other aspects Benefits is working, but there are certainly features that I would improve.

Benefits is easy to use so it gets a 2nd star from me. But WEX as a company so far has been a nightmare this year (my company just switched FSA to WEX). When they had insufficient receipts (they wanted more than just a charge to a medical specialist), and an issue with something needed covering right before my plan year began Summer 2021, they (1) CANCELLED my card, which meant I had to pay from my own bank and file claims with them every time for weeks, defeating the purpose of having the card, and (2) responded in customer service via phone by saying they “didn’t know” what to do no couldn’t elevate to any sort of supervisor. My issue is still yet to be resolved September 2021.

The requirements for the use of this card are completely ridiculous! It is beyond me why you can submit a claim that literally has the name Fiesta Dental on it as that is my dentist and they need more information. Are you kidding me! I am not there for drinks at happy hour. It should not be that complicated. You submit a receipt they decline it and request additional information. I do not have time to run all over town to get additional copies because you all require more information. I am not the only employee who feels this way. Several of my coworkers have had their cards locked too. We have voiced our concerns with Human Resources and I can assure you they are looking at more friendly options for their staff members. A one star rating is generous.

I really appreciate the help. There is no way that I could’ve afforded this unexpected bill, as I have my own bills to pay. I’m so grateful that my Dad can continue to be cared for. I can rest easy without the stress of him wandering due to his early onset of dementia followed by a stroke that he suffered. Hopefully his daycare will be opening in the near future. I just want You to know that your kindness hasn’t gone unnoticed. Thank You so much and many blessings wished to all that provided this fund. I wholeheartedly appreciate You. I can’t thank You enough.

I work for a state government and I’ve use many different companies in the past. The application from Webex is truly one of the worst that I’ve used so far. There are many things that need to be improved compared to what I consider to be the five star application that they’re wishing for. The fact that it doesn’t remember anything about where you previously entered and you have to keep everything in all the time it’s absolutely terrible! Keep trying hopefully they’ll get it right eventually. But I new year is coming along so I imagine will get a different contractor that won the contract hopefully it’ll be one that has the better app than this company.

VERY FRUSTRATING!!!! I like that Benefits is convenient and makes it easy to scan documents right in for submission, however, it is causing loud growling, foul words and grinding of teeth when I hit the Submit button after tediously entering all the data and a photo that does not get stored on my phone…I have to re-login and do it all over again!!! Aaaarrrggghh! It would be good if it gave a pop-up asking to keep going or to hit ok that I need more time, or such. This is the first year I have to use WEX for medical expenses and this is leaving a bad taste in my mouth and not looking forward to 2022. PLEASE FIX THIS ISSUE!!!

This is a very expeditious way to file claims and check status. Our family is better able to submit claims and get reimbursement. Thanks for such a smooth process! Two opportunities for future development: 1) default end date of service to the date entered for start date since most submission dates match 2) default the service recipient to the last user name rather than alphabetical.

I have to call them so many times. Always receiving emails saying something was denied or card is suspended because the doctors office hasn’t sent in the EOB. Still getting emails cuz I had crowns and the debris had to make crowns so took them few weeks yet WEX constantly bothers me about it. I call in different issue and they start talking about that claim. If they want forms. Hey here’s an idea call that doctor and not me. I don’t have forms you need. Stop stressing me out about it. Reimbursements are a pain. Wouldn’t have to do them if card wasn’t suspended due to you waiting on forms. I’m sick calling y’all. After I use all the money I put into it im never using WEX again!!!!!

Nearly all the submitted claims are rejected because the reviewer does not adequately review the submitted materials.
The system needs to assess the submitted claim instead of only looking at balance due. A receipt is generated from the provider after the payment has been made, which will show a 0 balance due. The amount of the payment is contained in the information contained in the above information.

Login process is cumbersome and you are logged out so quickly, you have to log in multiple times while working on a submission.
The funds available are my own funds, and I should be able to easily access the funds.

About every 3rd receipt I submit gets rejected…so I have to call them, sit on hold while they look into it, then proceed to tell me that their “back end system failed at automating this transaction” - but that the receipt and submission is fine. Their inability to automate/validate these transactions becomes a gigantic waste of my time and time of their call center reps. If any app should have a built in document scanner, it should be this one. I’ve purposely started submitting “worse” images of my receipts so that they have to be reviewed by a human - seems to be one of the only ways to get Wex to do their job

This is the 1st year with this company. We’ve always used a flexible spending acct; it’s convenient. Well…. Discovery has killed that for us. They require a detailed receipt from each doctor visit. If they knew anything about the doctors’ offices - a detail receipt is not ready at the time of service. So I have to aggravate the office to get the receipt , go pickup the receipt , then finally scan the receipt for Discovery. ITS TOO MUCH!! If these steps are not completed I’m not able to use my card/my money without calling. Again ITS TOO MUCH!! such an inconvenience!!
Discovery has taken away the easiness, certainty, & the convenience of using MY MONEY!!

Download this now. You do not have to have the debit card on you at all times. Benefits allows you to use the phone camera to upload receipts at the time of purchase, including online purchases, so you don’t have to wait till the end of the year to try and figure out where you collected them.

Benefits is annoying but more than that, I’ve had so much trouble getting reimbursed for things & zero assistance trying to figure out why I’m getting denied or what I need to submit to get things working. This has happened with almost every reimbursement I’ve put in for

Also, when trying to submit this feedback I had to pick a nickname but it can’t be the same as any other used & it won’t give you a suggestion so it’s like they’re trying to make it extra difficult to actually get a review in. Not surprising with how bad their service is in general.

This is my first time using this company. My employer issued money loaded reimbursement cards for the year. What a joke! You use the card on a covered expense and they deny it after the fact. They ask for documentation, which I provided, but they shut down the card in the meantime. And Benefits doesn’t send you any notifications for this, so you find out about the card being shut down, on the off chance that you decide to open Benefits . Horrible experience. I’m almost thinking that they wear you down until you say forget it, and they keep the money.

The customer service is THE worst I have experienced! Never have I had to fight so much to have a claim approved (although it exists on their approved items - even had to send the Rep the damned link). They marked my account as needing prior authorization for everything and could not explain why. The Rep who opened the case, never bothered to call me back or email.
Lost $100 to them last year and trying to use the minuscule amount I allotted this year. Open enrollment is happening and if I cannot get around having to choose this disaster as my FSA, I am hoping I can allot 1 cent per pay period.
WORTHLESS!

Benefits does not recognize my password.
It gives you the finger print option and it does not work. I've stopped trying the fingerprint and just try typing my password. It never works. It makes me reset my password EVERY TIME. If I use my web browser on my phone instead of Benefits , I have no problem. The web browser accepts my password. If you get into Benefits it works great once you log in, but Benefits log in does not work. So I have resorted to using the web browser because Benefits does not work. I have iPhone 6 plus with up to date iOs.

Saw some negative reviews. App seems fine to me and actually much easier than doing online in browser - being able to snap a receipt and upload directly is much easier than getting pics to my computer etc.

Online, I noticed the system would act strange and block my login if I was connected through a VPN service which I use at public WiFi spots. Some of the errors other have seen here could be related to the same. Now back to submitting receipts for me.

I’ve been trying to long into Benefits for weeks. It keeps ask me security questions I never answer. Do not download! This is app is a joke. I have to upload a receipt for my co-pay. I down recommend Benefits for people to use. I’m letting my HR department know the issues I’m experiencing and maybe they should go with a different vendor. I hope this resolve soon because this a major inconvenience to me and my family who uses this service to pay for our medical needs.

Every time I try to sign in, it disables the face recognition and then I have to reset the password. Once in Benefits , it gives you bare minimum information and doesn’t allow you to do anything! Huge disappointment! Don’t waste your time!

On its own it decides to cancel the Face Recognition. I don’t remember the PW as it requires a complicated combination. When you set PW it gives error it without telling you what to correct! I’m getting rid of high dedutabke account that I was put into. So I will not deal with this either.

It simply doesn’t work. Customer service told me they are not having site issues when they clearly are. It won’t even let me log in on app or website. Ridiculous

I can access this site in my desktop, but the mobile app will not recognize my log in info. This is not a mobile app. It is useless data pretending to be a good marketing ploy.

I hate this application. Anytime I have ever gained access I have had to call and I have never been able to sign in without company assistance.

Since the last update app will not even open!!! Please fix this

The only reason I gave it 1 star is the fact I can’t give it ZERO

App is terrible, resets the fingerprint ID all the time.

I was initially excited about Benefits since I file a lot of medical claims for my Medical FSA. The first few times I filed, Benefits worked great. I was able to take pics of the medical receipts and submit everything through my phone. Then it just quit. I can't enter the claim amount (it automatically zeros out the amount) anymore. I tried uninstalling and reinstalling Benefits but that didn't fix it. I finally contacted DBI by both phone & email and they were NO HELP whatsoever. All of the different people I was shuffled to basically told me to do what I had already done (uninstall and reinstall) and that they'd had no other complaints about Benefits . As a result, I've had to go back to scanning receipts and sending claims through the main website. Not at all convenient. This morning, I tried to log on to check my balance (because I can still do that on my phone) and got the error message "BAD ERROR! FIX THE PROBLEM!" So I run through the "uninstall & reinstall" routine again which fixed that issue. Overall, I believe Benefits COULD be good and very useful......if they can figure out what's wrong with it. But the folks at DBI don't seem to be too concerned.

With much passion I’d like to say that I absolutely cannot stand Benefits. It is a complete headache. If it were not for my employer I would not use their services. So many words to describe DB..... out dated, slow, inconsistent, inconvenient, overwhelming are just a few. And their customer service are just as bad..... completely oblivious to any issues one may call about. On more than one occasion I have had to call them to resolve an issue and almost always I have to speak with a manager and even their managers are unable to help and I had to get to the bottom of things myself. Just trying to change your password is a migraine waiting to happen.

Overall a good app. Easy to use (I find it easier to use than the web site since receipts can be submitted in one step just by taking a picture). There are two things I've noted - all of the expense type/category choices are in alpha order, which overall makes sense, but on some of the most commonly used types it would make sense to put them at the top. Then to select medical co-pay for an office visit one wouldn't have to scroll through acupuncture, chiropractor, etc., all the letters before M. But the larger issue, at least for me, is that there is no way to delete messages or even mark them as read...so I have a message from January 2013, a year ago, that still shows in the red circle as new/unread. If that gets fixed I'd easily bump my review to four, maybe even all five, stars.