• Benefit Debit Card FAQ

    Please note: Some employers do not offer this feature. If you are unsure whether or not you have the benefit debit card, please contact your human resources manager or plan administrator.

    The Benny™ Card now has a new name and look: WEX Health debit card. The new blue card has a fresh look that matches the My.WEXHealthCard.com website. Beyond the new look, it still works the same way and offers the same convenience as the Benny™ Card. If you still have a Benny™ Card, you can continue using it until it is replaced with the new card.

    How do I start using my card?

    Step one: Activate your card. There are two options:

      1. Call the number listed on the card sticker. Have the following ready:
       
    • Your 16-digit card number
    • Your unique PSA member ID, which you previously received by mail. 
    		  
      2. Or, click on the Debit Card login and register as a new user.
       
    • You’ll need your unique PSA member ID, which you previously received by mail. Please note that the unique PSA Member ID field is case sensitive.
         		  

    Step two: After activation, please sign the back of your card. You may begin using your card within one business day after funds have been loaded to the card.

    When can I start using my card?

    You may begin using your card within one business day after funds have been loaded to the card.

    I called the number on my card to activate it, but the system did not recognize my unique PSA Member ID. What do I do?

    If you do not have your unique PSA Member ID number or need additional assistance, please contact us at (800) 422-7038.

    Will I get a new card each year?

    No, your card is valid for five years. You will receive new cards approximately two weeks before your current one expires.

    What should I do if I receive services from a provider who does not accept the card?

    You will need to submit a Request for Reimbursement Form, accompanied by proof of the following information:

    1. Date of service or purchase date
    2. Brief description of the item or service
    3. Patient responsibility (the amount you paid), after the insurance has paid (if they were billed)

    How do I see the remaining balance left on my card?

    You can check the balance by logging into the  FSA/HRA portal, Debit Card portal, or by calling Customer Service at (800) 422-7038.

    What if the amount of my expense is greater than my account balance?

    Ask your provider to charge the exact amount remaining on the card, and pay the difference by cash or check. If they attempt to charge the full amount, your card will be declined.

    My card did not work when I tried to use it. What could be the problem?

    Here are a few possibilities:

    • The merchant is not a qualified spending account provider.
    • Your purchase is not eligible (for example, magazines, toothbrushes, vitamins).
    • Your card has been suspended due to problems validating certain expenses.
    • You do not have sufficient funds in your account.
    • The retail location has not yet implemented the required point-of-sale validation.

    I used my card to pay for services at my doctor, dentist, or hospital. Why am I still being asked for receipts?

    The IRS requires that we verify all expenses that are not automatically accepted by our system. The system recognizes copay amounts given to us by your employer, as well as purchases made at retailers that have implemented an IRS-approved inventory system.

    Doctors, dentists, and other healthcare providers do not have that specialized inventory system in place, so our computers are not able to determine what the purchase was for. We need to see documentation that shows the following:

    1. Date of service or purchase date
    2. Brief description of the item or service
    3. Patient responsibility (the amount you paid), after the insurance has paid (if they were billed)

    How do I know if I have outstanding transactions?

    If you have outstanding transactions, you will receive one or more of the following notices, based on your account status:

    First notice: If we have your email address, you will receive the notice by email. Otherwise, you will receive the notice by mail.

    Second notice: If we don’t receive a response, we will send you a second letter, four weeks after the first letter. All notices from this point forward will be sent by mail only. This notice will explain that you have only two more weeks to respond to our request for documentation.

    Third notice: If we don’t receive a response, a third notice will indicate the card has been temporarily suspended and will explain the steps required to reactivate it. We will send this notice six weeks after the first notice was sent, and the card will suspend on the same day.

    What if my documentation isn’t complete?

    If you send documentation, but it is not enough to support the transaction or it indicates the transaction was ineligible, we will notify you. You will have two weeks from the date of this letter to resolve the outstanding transaction before your card is temporarily suspended.

    How can I find out what I need to verify?

    To find a list of transactions that require verification:

    • Log into the Debit Card portal.
    • Contact Customer Service at (800) 422-7038.

    What if I use my card to pay for ineligible expenses?

    If you’ve made an ineligible purchase with your card, we will contact you. At that time, you have two options:

    1. Mail a refund (check or money order) for the ineligible purchase amount to: PacificSource Administrators, PO Box 70168, Springfield, Oregon 97475.
    2. Submit a receipt for an eligible out-of-pocket expense (not paid with the benefit debit card) to off set the ineligible expense.

    Why is my card suspended?

    The IRS requires 100 percent of all charges be verified either through our auto-substantiation process or by submitting requested documentation. If there are any charges unverified or marked ineligible, it is mandatory (per the IRS) to suspend the card until the items can be verified. Once the items are cleared up the card will be reinstated.

    What if I no longer wish to use the card?

    Please contact Customer Service at (800) 422-7038 to request deactivation of your card.

    What do I do if I lose my card?

    Please contact Customer Service at (800) 422-7038 to request a replacement card. There will be a charge of $10, which will be debited from your account.

    I received two cards. What do I do with the second card?

    The second card can be used by your spouse or child for their eligible medical expenses. Both will be printed with your name, but the second user should sign their own name on the back of the card. Additional cards can be requested at any time for a $10 fee, which will be debited from your account.

    Questions?

    Feel free to contact us:

    Email: psacustomerservice@pacificsource.com
    Phone: (541) 485-7488 
    Toll-free: (800) 422-7038