I am an employee at a major university in Massachu...

I am an employee at a major university in Massachusetts that uses P&A Group for its FSA reimbursements. I recently increased my total FSA contributions for the calendar year as of October 1, 2021 to an additional $1,000, but the system wouldn't allow me to make a payment for a medical bill. I used the text communication and John the customer service representative helped me. John initially said I had available funds of only $23.98. I asked John how could I send over a screenshot of my Padmin.com screen because I saw a different number. There is no option for a customer to send over a screenshot. Then he said he saw the increase, but said the system was drawing from the Employer Funded Account instead of the Employee Funded Account, so he put me on hold so he could communicate with the Plan Administrator. I was on hold for a while. The total amount of time on the ChatBox was at least 24 minutes, but the issue got resolved, so I'm happy with that. The system should be more seamless. I'm very lucky that I can communicate the issue well because these are complicated situations and if I have trouble explaining and Padmin understanding the communication, then majority of people probably have issues. I did get high quality service from John. I would rate him a 5-star. These issues are probably difficult for Padmin's employees. However, I would rate the systems in place to be not user friendly, to be a 2.