On 1/18/21, my son had a pediatrician appointment for a medication check. Our doctor's office required us to pay a portion of the allowed amount at the visit, so I used my Payflex card to pay $65.50. I got a copy of the sales receipt, and asked for them to also provide an itemized receipt because I figured I'd get the third degree from Payflex, and I did. So a couple days later I got an email from Payflex, asking for documentation. I uploaded copies of the receipts and submitted them to Payflex for review. We never heard anything until today, 2/24/21, that our card has been frozen because this charge has been denied. I called Payflex and spoke to a representative, who was very hard to understand. I explained the situation, and he told me that they need an EOB from my insurance, and asked why I didn't submit it when I originally submitted documentation. I explained that insurance doesn't send EOB's out 2 days after a doctor visit. It usually takes at least a month before insurance makes a payment. Anyway, I don't understand why it matters what my insurance ended up paying because I was made to pay $65.50 for the visit. FSA accounts are supposed to be used for medical costs. It doesn't matter whether the charges were filed to the insurance company or not. The fact is that it was a medical cost that I was made to pay. It's ridiculous how Payflex thinks they can scrutinize obvious medical charges and deny them when most of the people working for Payflex don't even know how to read an EOB or itemized statement and understand it. Now our card is frozen until they decide whether or not our documentation is good enough. And this isn't the first time we've had problems...every single time one of my family members goes to the allergist, the charges are questioned. It's so tedious to have to constantly upload an itemized statement and receipt every single time Payflex decides they don't want to accept a charge. I think their whole agenda is to make customers' lives difficult, deny charges, freeze accounts, and then take the money for themselves.