Discovery Benefits Reviews 16

It is what went wrong almost every time. I have spent countless hours reconciling my claims when I was never made aware of the rules in the first place.
Denials, then uploading receipts, then having to do it again and call again and getting a different agent every time with some having no experience so I have to repeat myself over and over. I have had a few agents helpful only to find things were not resolved as told to me by certain agents. You cannot get to a supervisor or anyone else higher up when your issues are not resolved. They often just read the rules and often without a real explanation.
It is my money and I feel ripped off. This company is very controlling. This has effected my health in a negative way causing my blood pressure to go up and stress level rising every time I have to contact them.

When something goes wrong because of their automated processing AI you enter a world of frustration and pain. The emails they send contain no information pertinent to your claim, and half the links in the email are malformed and don't work.

When you call their customer service you get nothing but excuses: "sorry, it's all automated and we can't do anything". If you ask to speak to a supervisor they tell you you will get a callback... Someday... Maybe.

This Wex Discovery FSA has been the worst experience of my life..! Unbelievably hard to get reimbursed from the money that I contribute, its my money!

Every receipt sent gets denied...over and over again. They want itemized receipts ...how can you have an itemized receipt for an office visit co pay??? Its a flat fee..... Every bill has all the required info but they wont accept it. Once I was told "just send your EOBs"....those too were denied.

In 2022, at year end, they sent my remaining balance, so I have come to the conclusion that they hold your money all year and then reimburse you. It has been so frustrating that I am debating dropping out of this employee benefit.

Would give negative stars if that were an option!

Worst customer service I’ve ever experienced. Absolute nightmare to deal with if you have an issue. Their secure email system is a complete joke. You will get a different rep for every response and the next rep never fully reads what the previous rep had said. They don’t do anything they say they will do. This company has caused me more frustration than I ever thought possible. I wish I could give zero stars.

If I could give this company zero stars I would have. They are very difficult to reach, the phone wait time will say 10 minutes and it will really be 40 minutes. I upload documents multiple times, nobody can help or perform simple tasks, the information you receive from one call to the next differs with each new customer service rep you speak to, they act as if the money I have put into my account is their money and they are giving you a gift by paying for the covered service and when you ask to speak to a supervisor in an effort to finally reach a conclusion on an issue, they are not available. WEX is truly the single worst company I have ever worked with. Next year I will forgo the $500 I can save by using an fsa just to avoid having to ever communicate with them again!

They blocked my debit card due to some denied charges that I have to payback. The problem with that is that if I need to use it, I have to call them and speak to a live person but they don't work on the weekends so if I have an emergency on a weekend, I'm screwed. Unblocking my card should be automated. It's my money that comes out of my paycheck so they should make it easier for me to use it.

Terrible customer service. I was given the wrong information and initially denied the ability to speak with a supervisor. I was charged fees despite my repeated attempts to rollover money to a different account. Representative hung up the phone when I asked for a call reference number. Need I continue? If things are not resolved, I will be contacting my attorney. This debacle has been going on for a month and that is unacceptable. There are much better companies to house your HSA, please don't give this company your business. I had no choice as my former employer made this determination, otherwise I would have gone with a different company. Please, do NOT use this company and notify your HR of the common trend seen here in these reviews.

I needed to transfer my HSA savings from WEX Discovery Benefits to my new HSA with a new employer. I started the process on March 22. As of May 16, my money seems to be no closer to my new account. Spent literally HOURS over the course of a month on the phone with WEX. I was told that things were in process when they were not. I was charged the fees even though I disputed them. As an HR professional, I will certainly NOT be recommending that our Benefits Department use WEX DB as a vendor for ANY of our benefit offerings.

Wex offers the worst customer service. We're having an issue with our reimbursement for 2021. The first person looked into the situation and was able to find the error originated and she said she'd start the process on getting it corrected. My husband didn't get her name because he was excited thinking everything was resolved. Two weeks later -- nothing. He called back today and the person wouldn't look into it for more than 5 seconds. He got pulled up his W2 to confirm the contributions and called them back. The third person gave the same 2 second glance at the account and gave the same line. We asked if he could look at the notes on the account for more details. He said, "I see the notes but that person probably didn't know what they were talking about". We asked to speak with a manager. We were told someone would call us back tomorrow. Yeah, not holding our breath over here. Here's to hoping the HR department will switch vendors next year. Wex is horrible!!

I would leave no stars if possible. If your company says they are going to use this HSA then the only advice I have for you is DO NOT USE THEM!!!! You will waste any savings in sending in redundant receipts, checking emails that say they are denying good claims until you send in the redundant receipts. They don't take provider receipts, they make you call and get other receipts and send them in. I have a family of 4 and it is literally a full-time job. Companies should fire them because employees waste company time scanning, calling doctors and sending emails---ALL ON COMPANY TIME. I meant to drop it this year and missed the deadline so it is back to a wasteful year. (and sometimes they won't even pay things like contacts and glasses with proof!!!!!!!!!)

I hate having a FSA or HSA due to IRS requiring not only a receipt, but a receipt with detailed description of services. So everytime I use my card, they ask for me to contact my doctors/clinics for a statement of benefits. I have went around and around with trying to get what they need. And everytime I come back with an incorrect receipt. Why can't Discovery Benefits do it themselves?

Everything people say about this company is true. They require receipts for EVERYTHING. I went to an Urgent Clinic and they needed a receipt. I understand the IRS requires proof but some place are a no brainer.

Stay away from this company!

I am an active Discovery Benefits client, and I am required to verify almost EVERY transaction with a highly tedious receipt verification process. I spend more time, headache, and energy tracking down receipts for Discovery Benefits than the return on investment. I've quit paying into my fund. They're the absolute worst, and have been nothing but a pain since day 1.

There was almost $6000 in my husband Health Savings Account (HSA) disappeared in Discovery Benefits HSA account. When my husband withdrew the $6000 after leaving a previous employer and requested to have it sent to his personal HSA. Discovery Benefits (DB) sent it to a wrong bank which we had no account with. DB won't take care of. I have spent countless hours for 3 weeks talking to 13 DB representatives. I got a bunch of runarounds. They said they would have a supervisor call me which they never did. I would like our money in our account back. It is extremely frustrating.

This company is the administrator of the medical coverage plans I currently as COBRA from my previous employee. As of today(December 2020), there is still no information on their portal in terms of the plan selections for 2021(that starts in few days).
There is absolutely no communication from Discovery Benefits: despite my phone calls through the entire months of December, I've been only getting "we don't have such information yet" responses after waiting 30-40 min of the call for somebody to take a the call). When asked about the reason for the delay, they answered "we still don't have the information from the company that need to transfer the new plans info to DIscovery Benefits". This has absolutely nothing with the truth: I've inquired with the company and they confirmed in writing that all the required information about the new plans had been provided to Discovery Benefits weeks ago.
I am extremely upset as on January 1st, 2021, I will have no medical coverage as a result of this horrible work of Discovery Benefits. This is unbelievable that a company of that size could act is such reckless and offensive manner-no wonder they don't have Facebook page(if they had, they would be flooded with negative reviews). I am still hoping some level of executive management finally comes to sense and actually looks into this matter-the time is almost over for 2021 selection.

Boris

Disappointing platform especially for employees using FSA and seeking reimbursement.
Constant issues with password not being correct
Unable to speak to a human on the phone
Time zone with users in EST since they are in UT.
Just poor quality all around for people who have used more performing FSA platforms and especially those who like to submit expenses and not pay with their debit card.
Very disappointing and frustrating.

Requested a password reset - they sent me 27 reset codes in individual text messages - back to back.

Utmost INCOMPETENCE.