Alight Solutions

Left former employer, rolled over money to HSA not associated with former employer, now impossible to find the money. No one can say what happened to it. Customer service is a joke. Worst experience I've ever had.

Long call wait times, deny every claim until you give up and when you do connect with someone they don't know or the call is ended mysteriously...

Repeated claim denials AFTER working with customer service each time. The claims reviewers are insulated from customers and don't offer clarity about reasons for denial. Their business model seems to rely on throwing up every conceivable roadblock to a claim, providing the most minimal response allowed by law, and getting a customer to give up. Apparently it's not possible to talk to the claims workers. One must just keep guessing at what they want. I would steer clear of them if you can.

I have never had the misfortune to engage with anyone who was more curt and abrasive. After 4 different phone calls and a denied claims to spend time with my son in the ICU, it took one exceptionally short staff member to get my case manager to look at my sons birth verification.

I am absolutely livid and frustrated with this abysmal company. I can't imagine why any company that values their employees would choose to partner with alight. More than anything I am frustrated that when my son is finally released from the NICU, I have to come back and do this all over again.

Cheers to my company. I hope you saved a few cents by having these "solutions" instead of working with internal HR.

Getting a reimbursement is an almighty task of hoops and unnecessary hyper-redundancy multiplied. No customer service, calltaker doesn't answer with or give name. Absolute cluster.

My employer switched to Alight for HR services and the site experience has been a definite upgrade. All of my wellbeing options are in one place, easy to understand. The modeling tools work really well to explain complex concepts. I was able to submit my FSA claims through the app quickly.

Terrible customer service. I have been disconnected three times, been on hold over an hour, and had to explain my situation MANY times to various representatives. I had a ticket created to track this issue which has not helped. This is not a customer focused company.

Website doesn't work - 2 step verification doesn't even send the verifications so it's trouble just to login, links don't go to where they are supposed to, everything reacts slowly when you hit a button or type (the letters you're typing don't even show up until 5-10 seconds later), the help chat gives links or options that do not work or exist
Phone lines don't work - everything is silo'd so no one can help you without you being transferred a million times, the sound quality is bad and you can't even understand the people who are "helping" you, everyone is so stuck in their scripts that they can't listen to your actual concerns, the wait times are outrageous and there's no option to get a callback

They re-enrolled me in their insurance plan when I don't qualify for it anymore. There's no option to cancel on the website. The help service requests I've made just keep telling me I need to call (why it can't be cancelled when I don't even qualify for it is absolutely beyond me). I can't get ahold of a real representative because the phone line waits have been too long and I have to work. Poorly organized company.

I have an account with ALIGHT and I think they unfairly target individuals if you have a complaint against them. I have a flexible spending account with ALIGHT and I believe they are unfairly targeting me simply because I was upset because they denied a payment to my provider, which caused me to be dropped as a patient, unless I am paying cash. I called in to complain and now every time I use my benefits that want detailed receipts. I have talked to numerous employees within our company, and they have NEVER been asked for a receipt. However, I am asked for everything. Has anyone had this issue. I would like to get this company looked at for unfair business practices.

They are requiring joint bank statement to prove I am married, as Alight claims the marriage certificate is not enough. Executives take notice, I'm in HR, and this is the scammiest way to treat your staff. Alight's processes should be called into question.

I called 12/4/2023 to update my email and address the Representative told me they'll be no issues with me accessing my account with the update come to find out it was blocked for seven days I couldn't transfer my money so after that I go back into my account and see I have to add a account info for direct deposit so I call customer services and ask if it will be a hold with updating any more she said no and it's now a 2 day hold just to update my banking information so a total of 10 days for one direct deposit they hire anybody at that place I'm glad it's almost over switch your health savings account from them they run it like a overseas sweat shop

Would give 1/2 star if possible. They handle BWH pension and have been a nightmare to deal with, Customer service is extremely poor. You get passed on from rep to rep. They ask the same question 4 times. Spent 70 minutes on the phone to resolve not receiving documents in mail. They had incorrect ZIP code. This demonstrates how poor they are in problem solving- for verification they wanted ME to provide the wrong zip code THEY entered! How would I know what they entered? These are people dealing with pension accounts?

Been insured 40 years without issues with HSA/FSA. Somehow after every claim since I have been with alight has been denied and documentation rejected. I don't think they actually offer a service.

Alight handles my mother's 401k/pension for UPMC. My parents passed away in an accident. My siblings and I are beneficiaries and have been working over 10 months to receive funds. Alight lost paperwork more times than I have fingers. They lost paperwork that I sent certified and have the receipt of who signed for it. My social security number and address went from being correct to incorrect. Then no one could speak with me because I was not able to verify my identity, even thought they had notarized paperwork with my correct social and address. 3 months have passed since they were supposed to directly deposit funds into my account. This time I was told that the account keeps erroring, which was said to be very rare, and will require special authorization for payment. I feel bad for UPMC employees, as this company maintains their retirements. I have never experienced such incompetence. I wouldn't let them manage an account for my dog!

Would give this HSA custodian zero stars if I could! Horrible experiences time after time. First this company closed my HSA when I quit my employer. Um, hello HSAs are supposed to be owned by the employee and can be accessed even if you are no longer employed with the organization that was depositing your contributions and ONLY your contributions into this account. They then proceeded to tell me I couldn't transfer my money into my new HSA custodian as I needed to have my account transferred to a retail account. So after weeks of trying to get this sorted out with them, it finally got transferred. Now I'm waiting for them to transfer my funds to my new custodian, and every time I call, I get a different story from every rep I talk to. It's been a month now and I still haven't seen my funds be transferred to my new custodian. This company is an absolute joke! If your employer uses this HSA provider good luck, you will need it, as you will most likely get the "run around" too.

I am a Joh Deere retiree visually repaired from a cataract extraction. My old computer doesn't work. I tried the online which is hard to find what you need. I called and asked for a claim from snd was told submit online. If that was possible I would have done so. I asked her to send form to my email. Hi was told snail mail only and it takes 7/10 days. Form never came. I called extremely upset because I need the roughly 600 they owe me. With help of. Family I got into Alight and filed my claims only to learn all denied. No reason for denial I called back and I was treated rude but but then I too was rude Finally a customer service said no claim form. I said once again email me form. She said you will have in 24 hours. Never received. Nephew hooked up old computer and I found a claim firm in email from years back. Completed and paid 37$ to fax. I pulled up Monday all approved. It said 1/2 days to deposit in my bank. I checked today and now all claims day in process. Terrible place to deal with

Alight Financial Solutions is one of the worse 401k administrators.
I had dividends on one of my funds that wasn't paid to my account.
No one at Alight Financial Solutions would help me or give me any
Information on why that happened. I believe the people working
For them are uncaring and incompetent.

I'm very dissappointed in Alight, who manages our company's HSA / FSA Program. They send you robotic responses to questions and receipt submittals that have nothing to do with what you asked. Try to call them and you spend an hour as "the next person in line" - but they never ever answer the phone. It's a one way service - where you do all of the work and they just give you more work. No way to talk to a human being. No way to email a chain of correspondence. I rate these people a big fat ZERO.

Date of review: 11/8/23
I'm a new hire at my company as of 10/16/23, and I've received my FSA card, but haven't received my pin. PER ALIGHT'S paperwork that came with the card, the pin would be mailed separately. I already had to wait until 11/1 to be covered by my benefits and I needed my medication. On 11/7/23, I called the number on the back of the card, and had to be transferred to a different department. Guess what happened?! The phone was on hold for a while and then hung up. I was smart enough to previously get the direct number for the FSA group, and I called back, but it still put me back in the regular queue. Not to mention the first guy acted like he was scared or was new. Someone just picked up and I heard background noise and I know I said hello at least 7-8 times before a girl finally said hello. No greeting, no apology or intro from her, no name given. I asked to be transferred and she repeated it back to me and then transferred me. I finally get to someone who walks me through down loading the app and where to find my pin. Ok cool; it shouldn't have taken 35 minutes to get my issue resolved, but I'll deal. Well the next day, I get an email from them that on 11/7/23, $.01 was charged and approved on my card. How?! Who?! For what?! OF COURSE their email simply says "visit the website if you need to dispute it" but doesn't include the website where to dispute it. I have never heard of Alight prior to my current job, and I'm starting to see why. Their customer service is HORRID, along with the virtual assistant on my company's internal page and it's not user friendly or intuitive where to go to get things done. ZERO STARS, DO NOT RECOMMEND, I HATE THEM!

About to retire and spent 2 hours on the phone with 3 different representatives. Each representative had a different excuse as to why my problem wasn't being resolved. Screenshot my phone after being on hold for over an hour. Scary to let this company manage your assets. Doesn't feel secure.

Throughout my career I have used many HSA/FSA companies and ALIGHTSOLUTIONSis the absolute worst. MONTHS after they have reimbursed you they come back and ask for receipts asking for more information and receipts. When you provide the requested information they claim you never had the service and in my case they stared a never had the surgery and demand back payment for any debit card usage. I had to file a formal complaint against the company with the Attorney General's office.

Had to deal with alight rather than my company for my baby's health insurance which was dropped 2 weeks after he was born. The waiting and endless calls and reps took a huge mental and physical toll on me during my early postpartum months. After 6 weeks I eventually got the coverage restored, but it was one of the biggest hassles I've ever had to deal with.

Merck uses this company and the customer service wait times at Alight are terrible. TERRIBLE. Called and their automated system did not work well at all. They give you the option to press 1 to have them call you back when your time in queue comes around but the automated system did not accept it. I had hoped their service would improve with the recent name change but that clearly has not been the case.