Houston Nesties
TexasHarmony
member
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Our tech team has launched updates to The Nest today. As a result of these updates, members of the Nest Community will need to change their password in order to continue participating in the community. In addition, The Nest community member's avatars will be replaced with generic default avatars. If you wish to revert to your original avatar, you will need to re-upload it via The Nest.
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Thank you.
Note: This only affects The Nest's community members and will not affect members on The Bump or The Knot.
Head, Desk, Head, Desk (VERY LONG)
Here is the transcript between me and the dependent care flex plan administrator. I really think I need a drink. Was I being difficult or was she just stupid? Good luck making it to the end.
Jamie
hELLO, How may I help you today ?
Harmony
Hi. I am
wondering when my claim is going to be paid. One was submitted on 1/5
and shows approved, but I still have not been paid.
Harmony
my second was submitted on 1.9 and is still
pending. I just don't understand what is taking so long. Even with
yesterday being a holiday, it doesn't normally take this long.
Jamie
Ok one moment while i access your account.
Jamie
This was for the Dependent care account ?
Harmony
yes.
Jamie
This was paid out on Jan 11th .
Harmony
No.
Harmony
Total of claims paid: $0.00
Harmony
my plan summary shows $0 claims paid and it sure isn't in my bank.
Jamie
Right that one was a duplicate fax, I am looking into why the payed out claim was not in your account.
Harmony
There was not a duplicate fax
Harmony
I have had two separate claims
Jamie
This was denied as you only had .16 in your account for DCA.
Harmony
My plan summary clearly shows $208.34 cents as available funds.
Harmony
it shows that I had a claim approved.
Harmony
it shows I have $0 claims paid.
Jamie
I see this. I will process this for you. I apologize for the hold up.
Harmony
I paid $414 to daycare for Jan 2-6, $414 for Jan
9-13 and I am going to have to pay another $414 for Jan 16-20 today. I
really need that $208 that was taken out already to make up some of this
cost.
Jamie
I apologize. I will process this for you today.
Harmony
I appreciate it. What happened to the alleged payment on Jan 11?
Jamie M
You are saying it wasn't received ?
Harmony
That is exactly what I am saying.
Harmony
I have received absolutely no payments for 2012
Harmony
This is what my plan summary says: Election amount: $5,000.00
Available funds: $208.34
Amount contributed: $208.34
Total of claims submitted: $414.00
Total of claims paid: $0.00
Available funds: $208.34
Amount contributed: $208.34
Total of claims submitted: $414.00
Total of claims paid: $0.00
Jamie
OK. One moment let me look into this.
Jamie
This does not work like the medical. This claim
has not payed out yet because you didn't pay in the amount of the claim
yet. We haven t received deposit enough to reimburse you.
Harmony
Ok, then why did you tell me a payment was made Jan 11?
Jamie
Because it was approved, we are waiting on funding to actually pay out. i apologize/
Harmony
But it has been funded since January 6
Jamie
Not the full amount.
Jamie
Your claim was for 414.00 and you have only payed in 208.34
Harmony
Ok - this summary shows that $208.34 is available to me. It shows I have $414 in claims. When am I getting the $208?
Jamie
When you pay in 205.66 more.
Harmony
NO.
Harmony
this is not how it works.
Harmony
Are you saying I have to wait until I have contributed $5K to get my money back.
Harmony
I would like to speak to a manager now.
Harmony
it says I have $208 in available funds.
Harmony
Last year, I submitted my claims and the DAY the $208 was taken from my check is the day I got it back.
Jamie
Ok. May I have your phone number please and I will have her call you.
Jamie
I am not saying that you have to pay 5000.00 in to get it out. Only enough to cover your claim of 414.00
Harmony
It needs to happen fast before I completely lose it. Dependent care does not operate the way medical care does.
Harmony
So I have 828 in outstanding claims, are you saying I will not receive a payment for 2 flipping months?
Jamie
Do you understand what I am trying to explain to you ?
Harmony
clearly not. did things change from last year?
Jamie
NO, You have to pay in the money to get it out. It is not like medical where we p re-fund your account.
Harmony
I did pay money in. I want it out
Harmony
this was not this much of a pain last year
Harmony
I racked up $5000 in claims really fast last year and it just payed out every 2 weeks as money was contributed.
Jamie
Right, I understand this. I have 208.34 payed in.
You submitted a claim for 414.00. We didn't pay it out because you did
nt have enough money to pay it out with.
Harmony
So are you saying that when you process the other claim, I will have to wait a full month?
Jamie
When do you get another deposit in ?
Harmony
every other week.
Harmony
But like I said - I racked up $5,000 in claims
really fast and they were paid out as soon as each $208.34 deduction
from my account hit your system.
Jamie
So next payroll should just cover the 414.00 claim.
Harmony
I want to speak to a manager.
Harmony
By January 31, 2011, I submitted $1,179 in claims.
Jamie
Ok I will have her call you. I have your number and will provide to her.
Harmony
I did not have to wait until I had $1,179 in my P&A account to start getting money back.
Jamie
I will have my manager contact you and explain how the program works.
Harmony
can you tell me if it changed from last year? because you can easily pull up my account history and see how it worked last year
Jamie
I apologize for any inconvenience
Harmony
ok, but can you please answer my question?
Jamie
Sure, the program has not changed from the previous year.
Harmony
Then your answers do not make sense based on my previous experience with Padmin.
Jamie
I see what you mean ma'am your claims were being submitted for 208.34, and paying out for the same amount.
Harmony
NO. they were not.
Jamie
You have to have the money in there to have it pay out.
Harmony
take 2 seconds to go see the claims I submitted
Harmony
These were the claims I submitted in 2011: Claims Submitted
3080464 10/28/2011 $846.00 $644.90 $0.00 ref v#1383205
1383205 10/24/2011 $1,269.00 $423.00 $846.00 MANGANO
1349960 07/27/2011 $1,179.00 $1,179.00 $0.00 TG3302
1313869 04/25/2011 $1,179.90 $1,179.90 $0.00 MACIEC
1270463 01/31/2011 $1,179.90 $1,179.90 $0.00 KRAUZAP
1263399 01/17/2011 $393.30 $393.30 $0.00 ALLMANE
Totals: $6,047.10 $5,000.00 $846.00
3080464 10/28/2011 $846.00 $644.90 $0.00 ref v#1383205
1383205 10/24/2011 $1,269.00 $423.00 $846.00 MANGANO
1349960 07/27/2011 $1,179.00 $1,179.00 $0.00 TG3302
1313869 04/25/2011 $1,179.90 $1,179.90 $0.00 MACIEC
1270463 01/31/2011 $1,179.90 $1,179.90 $0.00 KRAUZAP
1263399 01/17/2011 $393.30 $393.30 $0.00 ALLMANE
Totals: $6,047.10 $5,000.00 $846.00
Harmony
As my $208 came out of my check every other week, I received a deposit from Padmin on the same day for $208
Jamie
I see this ma'am. I am simply explaining why you haven't received the payment as of yet.
Harmony
and I am simply asking you if after I get my
payment on Friday if I will have to wait another month to have $414 for
the next claim
Harmony
because that is what I am getting from this conversation.
Jamie
YOu must wait until you have the money in there for us to pay it out.
Jamie
No matter how much it is.
Harmony
I am talking to my HR department. If you will
take 3 minutes to look at my account history, you will see that you are
not making sense.
Jamie
If you have submitted the claims into the
account, prior to the deductions coming out of your paycheck, then as
soon as the deposits post to the account, it will generate a payment to
be reimbursed to you. If there isn't any available balance, and you
submit a claim into your account, then the claim will not be reimbursed
until there is a deposit that posts to the account.
Harmony
Ok, but the $208 has posted to my P&A
account. It says it is available. you are saying I have to wait until is
says $414 instead of just paying out a partial claim which is what has
been done for the last 2 years.
Jamie
I do apologize for the miscommunication, I did nt quite understand you question.
Jamie
But you are correct a partial claim will be sent out to you.
Harmony
when.
Harmony
you said it was sent Jan 11 and it wasn't
Jamie
I will check with the administrator on this to be sure. I don t want to confuse this anymore.
Jamie
I have checked with the plan administrator and this claim will start to pay out tomorrow.
Jamie
I am very sorry on the confusion with all of this.
Harmony
Thank you for your time.
Jamie
Your welcome have a great day.
Re: Head, Desk, Head, Desk (VERY LONG)
My question is do they not require proper spelling and punctuation of their employees?
You were not being difficult. Jamie M is a flaming moron that made absolutely no sense at all for 90% of that conversation.Thanks!
Jamie's obviously an idiot. The fact that this was how the chat was concluded made my day.
Serious idiot. I do not understand why some customer service people are kept around as long as they are.
You should have said "read the words I am typing to you."
GEAUX TIGERS!!!
1st pregnancy: BFP- 6/28/09 - Found out we lost our little girl on 10/9/09 at 19w 4d - D&E- 10/14/09
June 2010, corrective surgery for Septate Uterus and large fibroids
2nd pregnancy: BFP- 10/18/10 - Slow rising, non-doubling HCGs, no heart beat. Non-viable pregnancy, D&C- 11/12/10
Started Metformin 6/30/11, Started Clomid 7/20/11 - Unsuccessful
HSG and Laparoscopic surgery revealed blocked tubes and lots of scar tissue...IVF here we come!!!
Surprise BFP naturally!!! IT'S A BOY!!!
I get what she's saying about there not being enough money to pay your claim, but it shouldn't have taken nearly that long to get that across. All she had to say was:
-Ma'am, the reason for the payment delay was because the claim amount of $414 exceeded the $208.34 in your account. You can either resubmit your claim for $208.34, or we can hold this claim until your account reflects a balance of $414.
But it looks like Jaime is not too awesome at articulating.
My DCFSA is like that too, where the claim amount can't exceed the amount in the account or they won't pay it. Our daycare is $750/mo but at the end of 2011 I only had $555 in the account, so I had to attach the receipt for $750 but then put $555 on the claim form for them to pay it.But that isn't how this plan works or has worked for the last 2 years and she said nothing changed. I submitted 5 total claims last year. All for big amounts over the $208 bi-weekly contribution - we have never had to limit the claim to $208.34. I received a partial payment i.e. the $208 every time a deduction was taken from my check.
HR actually got involved and the P&A people said that I should have been paid a week ago because my claims don't have to be limited to $208.34 and that the girl I was conversing with was wrong.
I would have been so frustrated that she kept contradicting herself by telling you that the plan had not changed, yet the way it worked previously was not the way it worked now.
You made it much farther than I would have before I went in search of a higher authority. I have little patience for CSR's like that.
Our dependent care plans work the same way H. You can get the $1 back that's in your account if it's available. No need until you have everything there to cover the latest claim.
So Tasty, So Yummy
I couldn't read the whole thing, and I agree Harmony that Jamie chick was clueless.
It seems she was a former basic clerical bookkeeper who thinks line items have to match precisely before any action can happen, as opposed to you submitting your claim and them computing it as:
Claim for 414, amount available 208, pay 208, remaining balance of claim is 206.
And then the next pay period it would pay the remaining 206 plus $2 and so on so you'd get the 208 paid back to you every pay period through the remainder of the year.
And I'm super pissed that she didn't connect you to a manager the SECOND time you asked and kept going back and forth on it with you.
Grrrrrrrrrr.
- Paula Deen to 104.1 KRBE's Producer Eric 9/17/2011
How frustrating! Also, please scan the convo for your last name.