Complaints

• Initial Complaint

  03/18/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This reimbursement company is supposed to provide prompt reimbursement of health care costs for ************* retirement members based on incurred medical expenses including healthcare premiums. In my instance my monthly premium expense is $892.49. It is a large amount of money that. I pay out of a fixed income for really poor healthcare coverage. I need my reimbursement smoothly and quickly. VIA Benefits is so slow to reimburse my premium. I submitted my reimbursement request on 3/3/2022 and I had to submit a banking change on 3/11/2022, today is 3/18/2022 and I still dont have the reimbursement. I asked in a ticket how much longer its going to be and it hasnt been answered. They have never answered any of the tickets I have submitted with questions and I have sent 3 different tickets since January 1, 2022. This process is so slow, if they worked any slower they would go backwards. Honestly I need my money to pay bills for Gods sake. This is completely unacceptable and I cannot believe that the Union agreed to this mismanagement process!

  Business response

  03/28/2022

  Good morning, 

  
  We apologize for the inconvenience that ******************** has experienced. The Health Reimbursement Arrangement (HRA) that is funded by the Ohio Public Employees Retirement System (*****) is a tax advantaged benefit, and requires verification of accounts and funding amounts by the various entities involved in all claims reimbursement transactions. For this reason, the timeframe allotted to the carriers and financial institutions is 4-6 weeks. 

  
  We spoke with ********************* on 3/22/2022, and informed her that her direct deposit has been validated, and we have since verified that her claim was deposited on 03/24/2022. Please consider this complaint closed, thank you.
  

  
  

• Initial Complaint

  03/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Via Benefits is the administrator for my *** and they owe me money. I have spoken with ****** in customer service. She was going to resolve the incorrect amounts with ********* but there is still money owed me. She was going to send me a form so I could be reimbursed for my dental through Humana. This still hasnt been done. The amounts owed me increase each month and Via Benefits does nothing to resolve the issues or pay me the money owed me.They administer the *** for UNUM Group who also does nothing to resolve issues.*********************

  Business response

  03/10/2022

  We spoke with ************** on 03/08/2022 and 03/10/2022 regarding the reimbursement amount for her WellCare premium payment. We verified with the carrier that the premium rate increased from $17.20 in December 2021 to $23.80 as of January 1/1/2022. However, the payment verification file that Via Benefits received from the carrier is for the incorrect amount. We are currently working with WellCare to rectify this discrepancy. We apologize for the frustration and inconvenience that this error may cause, and we truly appreciate **************' patience as we wait for the carrier to adjust and send the correct payment verification file. We will continue to notify ************** of any updates, and will expedite her claim as soon as the adjusted payment file is received.

  Customer response

  03/10/2022

   
  Complaint: 16826467
  
  I am rejecting this response because: the amount of premium did not increase to 23 80.  The premium for December 2021 was 17 20.  The monthly premium for 2022 is 11 90.

  ********* is not working to resolve it.  They again reported fictitious numbers in February for ******* and ************************* doesnt even access to what was reported to Via Benefits. **************** is deplorable at ********* and their business operations are not transparent at all.
  
  Sincerely,
  
  *********************

  Business response

  03/22/2022

  We apologize for the frustration that ************** has experienced with her insurance carrier. Every year we evaluate which carriers we will continue to offer plans through, and we will certainly take this interaction into consideration. In the meantime, we will continue to work with ************** and WellCare to resolve this problem.

• Initial Complaint

  02/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The date of transaction Feb. 2022, via benefits continually denies a reimbursement for a full benefit family medical plan despite my proof of payment, proof of benefit, proof of coverage, receipts, and all the information that they request. They were hired by OPERS to reimburse use for this type of expense.

  Business response

  03/07/2022

  We have been in contact with Mrs. ******* and are currently reviewing her denied claims.

• Initial Complaint

  02/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Starting since October of 2021, I have been trying to set up a HRA account with Via benefits, I retired from ******************* in 2013, in 2017 **** Industries bought out *******************, starting January 1, 2022, **** Industries is having Viabenefits handle Guardian retirees HRA accounts, until then Guardian still was handling these accounts. Every time I call or email Viabenefits the rules changes and I'm told something different, a couple of instances I asked if I could receive checks instead of having direct deposit I knew it would take longer but I did not wan't to give my information to someone I didn't feel comfortable with(read reviews about them online)they said I could and it even state it in their book they sent me but lately I was told I would have to direct deposit to get any reimbursements so I have an account with funds available and sent in receipts and the receipts have been approved for payment but can't get them because I don't trust them for several times I talked to them they change the rules they told me Guardian set it up like that but on the book they sent me has Guardian name on the cover and was copy write year of 2022, actually I did send them bank information to set up direct deposit on 2-22-2022, but I sent it along with other information and I was told it should had been sent separately and they shredded the bank information and did not set up the direct deposit account, I checked what information they sent me and nowhere does it states the direct deposit information had to be sent separately, it is irritating to be having to deal with this situation I'm just going by the information they sent and can't seem to get it right I read the reviews and now I don't know what to do I am a senior and could use the reimbursements and they are just sitting there(I hope)

  Business response

  02/28/2022

  We spoke with ****************** on 02/28/2022, and he conveyed that he longer requires our assistance. Please consider closing this case, thank you.

  Customer response

  02/28/2022

   
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Business response

  02/28/2022

  ****************** has declined our assistance, and has not provided a reason as to why he has denied our request to close this case. If ****************** would like to reconsider, we would be happy to reach out to him again.

  Customer response

  03/02/2022

   
  Complaint: 16808068
  
  I am rejecting this response because:

  I received a call from Viabenefits earlier today stating they were calling about  you contacting them about my case, I found out that they actually did not shread my banking information on 2/22/2022 but it was found with the other information later I had sent, so I was lied to, the reason I told them I would not need their assistance no longer was because I closed my bank account that I was going to have  my reimbursements  deposited into because I  didn't believe what they told me and I told them when I get an account to deposit reimbursements  into I would go online and figure on how to do it.  I wanted to tell you this because it sounded like Viabenefits did something for me,. they have done something  they have caused me a great amount of stress and worries I never worked with such a  company  Viabenefits shouldn't been given a license to operate, they caused a lot of people heartaches and stress it's a struggle to work with them they don't care about anyone they lie every single time I talk to them and make me out to be the bad guy Please keep your eyes on them and do whatever is in your power to do to keep them honest.  They got me stressed out Thank-you for your time
  
  Sincerely,
  
  ***************************

  Business response

  03/02/2022

  We sincerely apologize for the frustration ****************** has experienced. If he would like our assistance in any way, he can reach a representative at **************.

• Initial Complaint

  02/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This has been an on going problem,First this *** was hired by RAI tobac** ** to disperse our insurance which is (*******)for each of there retired empolies to **ver our medecare premium.This is for the emploies and also ******* for our spouse. But for some reason when I send in the form they keep saying Iam useing the wrong form or they cant read it,so far this year Ive have sent it in (3) times and as of yet not received any thing,last year I sent it in (7) times. I think RAI needs to do away with this and just put the ******* into our ac**unts and for get this **.Would be simpler than fooling with those iditets.

  Business response

  02/23/2022

  Mr. and *************** submitted a claim for their ******** Part B premiums, which are eligible expenses for reimbursement from their Health Reimbursement Arrangement (HRA). However, the photo that they submitted with their claim was not legible. We spoke with ************** on 2/1/2022 and advised him to submit the claim with a clearer photo or copy of the document. We placed a call to ************** on 2/22/2022 to assist him with his claims, but were only able to leave a message.

  Customer response

  02/23/2022

   
  Complaint: 16789380
  
  I am rejecting this response because: They contacted me of this and I resent a copy of what they wanted and they sent me a e-mail saying they got it and was revewing it,as of 2-19-22,I received another e-mail saying it was  to much.All I did was send in a copy of what my ******** was going to caust whic is ****** per month and that was what they ask for. Dont know what else to send.I know the ******* does not cover the whole amount for the full year but it will cover a large part. If they dont wont to pay it they need to let RAI know.Like I have been saying RAI needs to do away with thees people and just send the ******* too each retiree and forget these people.
  
  Sincerely,
  
  ***********************

  Business response

  03/01/2022

  RAI uses a Health Reimbursement Arrangement (HRA) to assist with funding medical coverage, because it is a tax advantaged benefit. If funds were sent directly to **************, it would be considered taxable income.
  
  We received a new claim from ************** for his Jan - Mar *************** The supporting documentation is legible, and has subsequently been processed and approved. ************** will receive his reimbursement deposit within the next week.

  Customer response

  03/02/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************---I will exsecpt there reponce for now.And I expect to haft to do this again next year.

*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. ↩