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Employee Flex Benefit Card » Troubleshooting

How do I report a lost or stolen card? Is there a fee for replacement?

Call an EBS Customer Service Representative (during business hours) to report a lost or stolen card. EBS will immediately report that status to the vendor.

There is a $10 card replacement fee that will be charged to the FSA account.

Can my card be suspended or terminated by my employer or EBS?

Yes. If you fail to respond to requests for receipts for expenses that cannot be electronically substantiated, or per the random sampling required by the IRS, then EBS may suspend the card.

If you terminate employment, the card will be immediately terminated and your card balance will be zero. You will need to submit claims with receipts for any eligible expenses incurred prior to your date of termination, not previously reimbursed.

If it appears you are misusing the card, or not using the card per plan guidelines in effect, the card may be suspended by EBS and/or the employer.

What happens if my intended expense exceeds the balance in my Flex Benefit card account?

Most likely the card swipe will be denied for insufficient funds. In some cases, a merchant will allow a "split" or partial payment made by Flex Benefit card and the balance by some other form of payment the cardholder chooses.

Most common reasons for card denial at the counter:

• The card has built in technology that allows its use at certain merchant locations. Some merchants use a code that is not built into the card technology and in those cases, the card will be denied. In some cases merchants that allow card swipes for eligible expenses can be added; you may contact EBS Customer Service to check status or make a request for a certain qualified vendor/merchant.
• If the card is used at a location that does not provide services or products considered “eligible” under plan guidelines, the card may be denied. For example, the card cannot be used at a restaurant, gas station, or ATM.
• The card has insufficient funds available to support the charge the cardholder is trying to make. It is your responsibility to know your card balance. Account balances may be checked via the Account Login throughout this site, or in the Member Center. Additionally, balances can be checked via our automated phone system at 800-EBS-FLEX.
• The card has been suspended or terminated. If you terminate your employment, the card will no longer work. If you have failed to respond to requests for receipts to verify purchases made by the card, the card may be suspended until the request requirements have been fulfilled.
• The card’s built-in technology will make an attempt to electronically substantiate or verify the eligibility of an expense. In some cases, this technology does not recognize the type of expense and the card will be denied. This may often be the case at pharmacies, as the card’s technology will contain specific prescription co-payment amounts. Therefore, if you attempt, for example, to purchase a pack of gum with your prescription and wish to use the card to pay for the entire purchase, the card will be denied because the amount doesn't match the predetermined co-payment amount.

What if I used my card for an expense not covered by the FSA or Transit plan?

If you use your card for an expense that is not considered eligible by IRS guidelines in effect for the program in which you are actively participating, you will be required to repay that amount back to your account. If you fail to do so, the account may be considered out of compliance and you may be responsible to pay taxes on those amounts considered ineligible.

You will be charged A MINIMUM $10 FEE for each transaction in which the card was used for a non-qualified expense — this fee will be deducted from your Flex Benefit card account or, you will be required to pay that amount to EBS. In some cases, an employer may choose to deduct the amount from your paycheck to cover the expense.

Will EBS notify me and/or my employer about card purchases not covered by the FSA or Transit plan in which I am participating?

Yes. EBS will send a request for substantiation. You will be asked to send in receipts for purchases made where eligibility for that expense cannot be electronically verified. You will be required to pay a $10 fee for each transaction that is not for covered expenses or cannot be verified as eligible.

If an employee fails to respond to requests for receipts, EBS is required to notify your employer of your status. In some cases, your card may be suspended until the requirement is satisfied.

What is the most important thing about this card that I need to know? SAVE YOUR RECEIPTS — this is an IRS requirement!