WageWorks WageWorks Creatively Incompetent Claim Department San Mateo Internet

My employer has contracted WageWorks to administer processing of transit benefit program transactions. The Federal tax code allows the use of tax-free dollars for work related commuting and parking expenses.

I manage reserving money for my future month travel expenses via WageWorks website and WageWorks then processes payroll deductions for these through our payroll system. Monthly reimbursements for incurred travel expenses are processed through payroll as well. To set up the monthly reimbursements the webside user - such as I - submit a claim or claims for incurred commuting expenses providing supporting documentation such as ticket stubs and receipts. 

My problem is mainly the irritation and loss of productivity dealing with WageWorks claim department through their Customer Service function, which happens every few months, because of:

1. WageWork Claims department bone-head creative and error prone interpretation of submitted claims – every few months

2. WageWork Customer Service function keeping you on hold – forever - while they are trying resolve the issue with Claims 

3. NEVEREVER getting to resolution – thanks to WageWorks Claims unwillingness correct their F-UPs

Obviously this is not a matter of life and death but I cannot be the only one who frequently has to deal with this stonewalling from WageWorks. WageWorks management is obviously unwilling to improve their processes and it appears to be a calculated decision on their apart, the most cost effective solution from their perspective. To hell with customer satisfaction, after all it is not their money! This is so Kafkaesque!