WageWorks Reviews 

My wife was informed by her former employer Sacramento Unified School District to contact WageWorks to procure COBRA coverage. She did so and told them she wanted to continue with HealthNet coverage. WageWorks told her to send them the first months premium of over $950. When she tried to confirm coverage with HealthNet they indicated she was not covered and she should forward the first three months premium to HealthNet. She did so and then began our moe than 16-month pursuit of a refund from WageWorks. Numerous phone calls, emails and written letters to WageWorks got us nowhere. First their story was they forwarded the funds to HealthNet but would never provide documentation or proof. HealthNet had no such record. Finally when we threatened legal action through Small Claims Court they communicated that they had forwarded her funds to her former employer. Then a few weeks later they called with "Great news: this has never happened before but Sacramento Unified School District has agreed to refund your money." If you are an employer reading this you know that you hire WageWorks to be your administrator and they do not collect money from former employees for COBRA and send the money to the former employer. Shame on WageWorks for lying and refusing rightful refunds to individuals for more than 16 months. Do your employees and former employees a favor and do not do business with WageWorks.

This company is a joke. I called them 4 times and sent 5 emails since December. Each time it was on one hour call and I had to explain my problem 5 times. The call support is super nice but they won't help you.

During open enrollment 2017, I called WageWorks since I was leaving town for the holidays and wanted to confirm when open enrollment paperwork would be mailed out, WageWorks customer service stated open enrollment for employer was already closed. I questioned this since I never received any notification about open enrollment, last year's paperwork arrived around late Nov/early Dec timeframe for the the upcoming year. WageWorks customer service stated if there are no changes available then they don't send documentation during the open enrollment period, and then she stressed again that the period was already closed for changes. Baffled about not receiving any documentation I called employer's HR directly, HR representative stated Open enrollment paperwork was in the process of being sent out later in the week, and that open enrollment is still open. I felt the conversation I had with the WageWorks rep was too much for her to handle, and at times she made it seem like I was bothering her during the conversation.

Why would WageWorks customer service rep give incorrect information about open enrollment already closed, when the paperwork had not been approved and sent to WageWorks from employer yet?

Mid December I finally received open enrollment paperwork, I made my selections and switched to a higher VSP plan from a base plan. After all paperwork was submitted, I received confirmation of new selections in Jan. February, I received the same confirmation paperwork, again.

Last month went to my eye doctor, eye doctor pulled up my VSP plan, benefits seemed lower than what I had initially elected for 2018. Verified with my eye doctor that they pulled up the correct benefit info for me, they confirmed that's what VSP showed, the lower base plan and not the pricier buy up plan. Since VSP received registration info from WageWorks, I called WageWorks, only to be on hold several times as cust svc rep waited for my file to load. I was put on hold twice as she "checked" on things, then line was disconnected while on hold. Called back, got a diff rep, who asked for all my info again, again putting me on hold, only to come back and state blandly "what can I help you with", explained VSP issue all over again, only to have WageWorks rep blame issue on VSP not updating my file. I asked her to confirm that WageWorks shows the higher VSP plan, and she stated Yes, and she went on to state that if VSP doesn't show the correct plan, I needed to call VSP and confirm with them. Although I told her several times they obviously don't show the correct plan since my eye doctor just confirmed my coverage from today's visit. WageWorks customer svc rep stated she could send another email to update my VSP benefits but until I call to conform with VSP she didn't want to send another update if they have my benefits but have not updated THEIR system. I told her that I don't believe it would take 2 months to update their system if WageWorks sent my info back in December. She stated it's best for me to call VSP.
So to play along I called VSP, VSP rep assured me a file was sent in December for my benefits, but WageWorks did not change my plan from base VSP to the higher buy up plan. The only way to update my VSP benefit was for me to call WageWorks, they would have to send confirmation again which could take a week or two to update in VSP, or WageWorks could call them directly and my update can happen right away.
So, I called WageWorks for the third time today, got another rep by the name of Terri, who seemed A LOT friendlier and was more apt to assist and help out as one would expect from a customer service rep. After telling her my story all over, and asked if she could call VSP to make the change, Terri informed me that they are not allowed to make outgoing calls. HOWEVER, she did suggest I call VSP while she stayed on the line and then I could merge her on the call, which I did. My VSP plan was updated quickly after a couple of confirmations from Terri ! Just to shed light on the situation, when I had my VSP rep on the phone and told her that I had WageWorks on the other line she exclaimed that it was rarity because hardly do they ever get a call from WageWorks!

In closing, it's truly incompetent of WageWorks customer service reps to provide bad information and hang up on customers while they are on hold. I think better training on documentation and phone usage could improve WageWorks customer service by leaps and bounds.

WageWorks is supposed help employers streamline paperwork and payments but given the terrible customer service I don't know how beneficial this company is, with the exception of Terri, who really stood out with great customer service in a sea of incompetent customer service reps. In closing, 1 out of 10 tries you may be able to get help from WageWorks, if you are lucky.