Benefits by WEX

The app is ok but there are some things that I have trouble with. No matter how many times I try to enable FaceID it asks me again whenever I log in. Also, when I’m trying to reimburse myself for dependent care the categories it requires me to choose from are confusing. I see “Child Daycare” and “Nanny meals and lodging” but not standard baby sitting or nanny care. I do like that it lets me add my card to Apple wallet and the scan feature is nice for checking if a product is likely to be eligible for HSA use.

This app makes it so easy to upload recipes for childcare and get reimbursed. I use it for day camps in the summer. It would be great to get reimbursed faster. I think it takes 3-7 days. Wex also requires we wait to be reimbursed until the end of camp dates. It would also be amazing to use the card to pay for camps at time of registration because so many camps require full payment at time of registration. It’s very expensive to pay large lump sums in advance to secure care for the whole summer. Camps fill up months in advance, so we have a lot of money going out in the Spring beyond our typical budget. The reimbursement at time of registration would greatly help, so we stay within our means while ensuring childcare. Then I would know I can give my work availability over the summer with confidence while knowing my kids have good care. Also, Wex seems to be only thinking of neurotypical aged kids for the reimbursement they offer. The age limit ought to be expanded for reimbursement. Older children and teens with special needs need camps or an individual to care for them into high school and even adulthood age. Kids with special needs require more financial resources in general, so please increase the age. Please don’t ask if the child has a special need bc people shouldn’t have to disclose that private information. Thank you for considering all of this!

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.

I’ve been using this app exclusively for several years; it mostly has worked flawlessly. Especially when using EOB documents from Cigna. Now all of a sudden, in February of 2024 it won’t work at all for me. Thinking it might be a recent iOS update that has thrown the app off somehow, but it’s gone from great to horrible. I’ve submitted two claims so far for this year and it worked as it always has, flawlessly. The last two claims I’ve tried to submit either act as if they’ve completed, but don’t show in the log of claims and don’t subtract the amount of the claim from my available balance. Or the app just suddenly closes at the point I touch the ‘Pay’ button and all of the claim information that was input is gone. I’ve filed a case number with Wex but the representatives that I’ve spoke with seem ambivalent to the whole issue, candidly. Very disappointing and frustrating to have something g that works so easily for an otherwise tedious process, suddenly go so bad. I hope it will get resolved!!

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.

This app has significant potential. I like being able to check my balance and upload receipts. But it doesn’t coordinate with my insurance and therefore the app 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 the app to contact customer service via email and after I hit send instead of getting a confirmation that my question was sent - the app announced that it had “timed out for inactivity”. 2021 just won’t go away!

I've been using this app for about three years, and it must be improved for customers. The odd thing is that you can’t see all your transactions on this app because it’s only visible to Wex customer service, which is strange. I have to do it manually and pull this info from my paycheck. Lol 🤷‍♀️ The main menu has very limited options for selecting additional info. Unfortunately , you can’t see all transactions in real time. In my opinion, all payment options should be visible to the customer, and it should be like a short version of a bank statement because we use the benefit card as a credit card, but the options are limited. Hope you will improve the app and we don’t need to waist time and call to customer service. for the small reason. Thank you

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.

I have 2022 funds left and am well before the deadline to submit receipts. Last week I uploaded a receipt for 2022 and everything went great. I then attempted to submit my next 2022 receipt 5 minutes later and got a rejection notice essentially stating that the date had to be 2023! After emailing and calling customer service, no one seems to know how to correct this issue on the mobile app. 2022 funds are still reimbursable and receipts should not be rejected. Customer service only could say that I can upload my receipts to the website instead. I prefer using the mobile app as I always have my phone with me and it’s faster. Why can’t anyone correct the app to continue to take 2022 receipts when you still have a balance before the deadline??

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. The app 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 the app 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 the app is working, but there are certainly features that I would improve.

The app 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.

I used to like having my HSA account so I could pay my medical bills with money taken out of every paycheck. But recently I noticed some bills that I know for a fact I've paid are showing as unpaid. Some bills show up twice for the same amount, sometimes one of them says paid and the other is unpaid. Nothing about this app makes sense. I actually got suckered into paying a lab bill that I didn't need to pay because it was a repeat of one I'd already covered. I'm most likely going to get rid of my Wex card and just start paying out of pocket for my medical expenses because I'd much rather do that than be screwed over by an app.

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.

I have had such bad experiences with WEX, their customer service is horrible, left on hold for 45+ minutes, then hung up on. Representatives telling me they have set up a reimbursement just for me to call back a month later after not receiving it to find out it was never set up. Denied Medical reimbursements with all of the correct paperwork submitted for a covered service. Their Transit card doesn’t work on two of the largest transportation systems in the US, MTA in New York City, and NJ Transit - forcing you to do reimbursements instead of using the card which they have provided. I can not recommend highly enough that you question your HR department if they speak about transitioning to this company for Health and Transportation benefits.

Should be easier. The benefits off card like pharmacy buying online are hard to do but the ones online are easy now why is that. I can’t seem to get my documents straight with a receipt why is that I don’t think I should have to call all the time or get locked out. The easiest thing and the must reliable and it locks me out or needs a receipt. Don’t know what to do guess I’m going to call again. Oh. It keeps shutting off on me. My nickname is taken. Go figure how long

VERY FRUSTRATING!!!! I like that the app 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!!!

Who would have thought? This app is still trash. Customer service rates just as high. Employers if you can avoid Wex, DO IT! The time lost to productivity is HIGH when Wex is the health care FSA/HSA provider. Why? Cause employees spend more time doing workarounds trying to get these people their documentation that they turn around and say isn’t applicable. In short this app is still broken. I have reported this while working with previous employers that also used Wex and low and behold, after multiple updates and patches… it’s still broken. ::insert eye roll here:: If you are looking for a time sucking, productivity vampire, then this is your 5 star best choice. Otherwise don’t do it. Your employees will hate you for it.

The WEX Benefits app is a good companion to the web site. I can check claims, upload receipts as required by WEX, etc. Nothing fancy, which is just what this type of app should be. The only issue I have is that when I go back to the home/main page, the app crashes and closes. I can reopen and login and get around, but it consistently crashes when going back to the main page. Even after updates and with different phones.

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 every transaction requires a receipt. Uploading a receipt is pure pain. You have to stare at a 1-3 minute “loading” wheel after every click just to upload a receipt. Think you’ll just put the phone down and come back in a minute? Think again. The system will log you out. It will then forget your login credentials, and won’t identify itself to your password manager so you have to manually search for the credentials, then you enable Face ID only to realize that it didn’t remember that setting again the next time you log in. The worst app i have installed on my phone, no question

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.

Overall this app has been very convenient to have and use. Being able to immediately upload receipts and check past payments is extremely helpful. Unfortunately, with the recent iOS update (iOS 16.3.1) the App is not functioning as it did previously. Deleting and reinstalling the App (as the Wex representative suggested despite a long discussion) did not correct the issue so am hoping my comment here will reach the Developer(s) and/or Wex IT dept.

Very easy to submit claims and receipts. However, when submitting multiple claims, the app timed out before all claims could be finished. Otherwise, I’m very happy I now have access to the mobile app! Also, a big thank you to the customer service rep who went above and beyond to help me with initial app access issues and overdue receipt submissions!

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

The application makes it very easy to make claims, upload receipts via camera, and have claims processed and reimbursement deposited into your bank account. It takes a few days for them to verify your receipt but and items but they are very reliable. I have had no issues at all with the application or the process.

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!!

I’ve been working for many decades and have used quite a few HSA/flex pay options through employers. WEX is by far the worst. Now they’re demanding itemized receipts for almost every expense including doctors, hospital bills as well as for some trips to local pharmacies and will deny receipts if they don’t like it. It is a royal pain, and they claim to be acting on behalf of the IRS??! They are not the IRS. if you don’t provide the receipts they will lock your account until you pay it back, and keep your remaining flex account money at the end of the year. Not sure how this is even legal…..avoid at all costs.

Download this now. You do not have to have the debit card on you at all times. The app 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.

The app 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.

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!

I attached 2 receipts. I double checked and saw them both on there. It got denied. I checked on the response and only saw the receipt. So either the app or the person deleted the letter from the dr which was required. Put my bank info on the app. I got paid once via my bank. Now they all come in the mail. When a claim is denied there is no way that I can see to respond back to the person who denied it to say the receipt and letter were both submitted with the claim and let me re-attach the documents.

It is not easy to file claims. They deny the whole claim before asking for further documents IF NEEDED. when you call customer service you have to wait 15-20 minutes for anyone to answer. When I called customer service to find out why my claim was denied the lady was smacking on the phone, got an attitude when I asked her if she could explain why I was denied since I did what I was told to do to file a claim. I will not continue with this company after my year is up. It should not be that difficult to get YOUR money out of a FSA.

On the one hand, it’s nice that you can upload receipts from your phone On the other hand, it’s still pretty poor as apps go: The first time I started creating expenses, it logged me out after entering in everything. Said it was timing me out, but I had been actively using the app. You should time out when I’m idle, or at least warn me and/or save my work. Why must you keep asking me my security questions multiple times per session? Use 2FA if you must, but don’t keep asking where I met my wife. It’s creepy. The expense entering could be more elegant. Remember payee names, default the expense type to what I’ve entered in 9 times in a row, etc. All that said, the web app that they usually make me use is even more awful. I guess it could be worse.

I used to be able to upload receipts via the app to the receipt organizer but lately the app doesn’t allow me to use the camera within the app to upload receipts. I receive an error that says the type of file the image needs to be. I was using the camera option in the app and the file type is correct. When trying to attach a receipt from the organizer to a transaction I also get an error. It’s frustrating and defeats the purpose of the app.

It’s useful if filing a straightforward claim, but if a claim is denied there’s nowhere to add notes, dispute or contact customer service. It’s not clear whether funds will be drawn from combination FSA or HSA account. The categories are also confusing. Pharmacy isn’t an option and falls under “other”. If a claim is paid it doesn’t provide any info other than paid. No date or reference number, no breakout of medical cost vs mileage.

BEWARE if your employer switches to a different provider or eliminates this benefit, and you have an FSA account, they will deactivate your account through the portal, even before the grace period is up. The only warning you have is your login info, no matter how many times you reset it, will never work. If you call CS they will simply send you a reset password that doesn’t work and attribute it to a technical issue. If this happens you must call, find your way past the robots to a representative and be walked through a manual claim process.

Submitting a claim is easy enough through the app however the back end service Wex uses to verify direct deposit information is flawed. I’ve tried repeatedly and spent multiple hours with the third party’s customer service in addition to Wex customer service and I’ve gotten nowhere. The app should provide a clear alternative for direct deposit efforts in the event their verification system fails to authenticate.

Discovery has a very user friendly app to simply manage the headaches off insurance co-pays , visits and endless lab bills as well. I really like that they make it easy to access my FSA account and I recently got some eyedrops for my wife over the counter that they reimburse me for expeditiously. They have really raise the bar on navigating the reimbursement system

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 the app 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 the app. Horrible experience. I’m almost thinking that they wear you down until you say forget it, and they keep the money.

I’m very impressed by the process, the app, the ease of use and clarity and description of information. DBI has been very good with customer service in several questions I’ve asked. Much much better than other FSA providers I have used in the past. I highly recommend them!

Deny most of my receipts. Need a receipt for everything and often times they deny the one the doctors office gives me. I end up needed to make another trip to the office and tell them exactly what needs to be on it to resubmit and then they will still deny it. Sometimes I just end up giving up and paying out of pocket which is very frustrating. I will not be using this next year, it’s more work then it is worth. The last company my job used was way better. You didn’t need receipts for doctors offices.

This app is the worst! It constantly logs me out, won’t save my login info and Face ID and takes forever to load. Wex is also just the worst company, I have to fight to get my money back from them for my huge daycare expenses. This would not be an issue if the credit card actually worked, however we have to get a new one every year because they can’t seem to get one to work for more than a calendar year. Also it’s impossible to get a competent customer service person on the phone.

This app is very easy to use. I love being able to upload my own receipts and submit for reimbursement. The reimbursement process is also straight-forward and keeps to the basics for information requested, so it’s not an overwhelming time to complete.

This app is one of the worst I‘ve worked with so far. These are the problems, in order of increasing gravity: - very slow; unacceptably long response times - not intuitive - the app stopped working after a „reset all settings on my iPhone“. From then on, as soon as I start the app, a window pops up saying „unable to connect. Please check your network and try again. If error persists, contact your administrator“. My reply: „your app is dead after a ‚reset all settings‘ while all other apps on the phone continue operating. Contact your software developers and have them fix this basic problem. Tell them that uninstall/re-install of the app doesn’t make the symptom go away. And also mention to them that the Wex app doesn’t even appear any longer in settings‘s list of apps“.

Times out too quick when working through multiple submissions. App should be able to recognize user is still working. I’ve had to renter 3 requests alone today due to this. Also, most days of service are same day, just add a check box to indicate start/end of service rather than have to enter a whole new field all the time.

I’ve never had to wait to speak to a rep, and I have always had my questions answered promptly. There is a learning curve, as with anything new, but is easy to claim benefits once you know how. The app makes it easy and I like the direct deposit option.

It is convenient to use. But the uploading of images requires an extra yes (doesn’t need it). And then it is a very slow process. Slow process to add a label. Slow process to add receipt to file a claim. Wish they could find a way to do something to speed up the process. Then there’s the automatic logout function that kicks you out even when you’re in the middle of doing something. About every 10-15min.