I submitted claim at the end of December for my 2020 HSA with receipts showing total amount and purchases (Claim #20165210110P0000101) of HSA eligible products. Claim initially denied asking for more data. Could not upload any additional attachments to initial claim since there was a limit on the website for # of uploads, so open a second claim(Claim #20165210113P0000101) to add the requested details to show the information. That claim denied since missing the data uploaded on the 1st claim. I called after the 2nd denial, the rep looked at both set of uploaded documents, advised all information there that was needed between the 2 document uploads on the 2 claims and they would note the account for the approver to look at both uploads together to process the re-imbursement. Nothing was ever received. Called again and told the agent the same information - she checked and said yes - all needed info there in the 2 uploads, nothing else needed, they would re-process with note to look at both together. I advised the previous rep advised the same but nothing ever done so I asked for a Sup since it was months later at this point and needed to ensure resolution. She connected me to Sup - KC - who immediately got on the call advising past date to dispute. I advise issue has been ongoing - and asked her to look at the uploads because this is not an issue on my side but the company side. She left me on hold a very long time, came back to say ability to reimburse the expense expired on July 11 - so nothing she can do. She said no notes on the account of my previous call so date of expiration coming from my last contact. She had no empathy at all, did not try to assist - just said there is nothing she can do. I asked to escalate - she said no one to escalate to. I had to insist on getting a fax/email to make an appeal/executive complaint, and she provided the general customer service info ([protected]@wexhealth.com).I am very frustrated. I did everything I should have done and provided all relevant documents to get my reimbursement - the company did not bother to go past their check the box mentality of looking at one claim at a time, even though I referenced the upload limitation issue in the notes when opening the 2nd claim to add the requested documents. Everyone who checks says that all data needed is on the 2 claim uploads - so nothing else I need to provide - just lack of anyone looking at both to give me the reimbursement of my money. Desirable resolution: Reimbursement for the claim submitted. Although 2 claims submitted - both for same reimbursement amount - just need to look at the document on both for that one reimbursement. See documents attached to the 2 above claim forms. Not sure why initial from back in Jan/Feb timeframe did not document the account or re-process the appeal, but upset that she is saying account never noted for the initial call prior to today.