Flex Debit Card
Frequently Asked Questions

Q: What can I use the debit card for?
A: You can use the debit card at the doctor’s office, pharmacy, and hospital for eligible health care expenses, such as co-pays, deductibles, certain over-the-counter drugs, and other out-of-pocket expenses.

Q: What are considered eligible expenses?
A: The IRS has provided guidance on eligible covered expenses for flexible spending accounts. For a complete list of eligible expenses, visit www.irs.gov.

Q: When should I receive my debit card?
A: Debit cards are mailed within 6-9 days from the date we request it and should be delivered to your home in plenty of time to begin using the debit card for your new plan year expenses.

Q: How do I activate the card?
A: The card is activated the first time you use it; no PIN number is needed.

Q: How can I request an additional flex debit card for my spouse or dependent?
A: Additional cards can be requested by sending an email to mbstpa@medcost.com. Please provide dependant’s name, address, date of birth, phone number, and member ID or SSN. You may also contact Customer Service at 1-800-795-1023, Monday through Friday, 8:30 a.m. – 5:00 p.m EST.

Q: Are there retail vendors that can distinguish between eligible and ineligible expenses?
A: There are many retail vendors, such as Walmart, Walgreens, and CVS, that can distinguish an eligible expense from an ineligible expense. If you receive services from one of these vendors, you may use the flex debit card for any eligible expenses; however, you will be required to use another method of payment for any ineligible items you may be purchasing.

Q: What happens if I try to use the card to purchase a prescription drug and an ineligible personal item at a retail vendor that can distinguish between eligible and ineligible expenses?
A: The eligible item will be accepted during the transaction; however, the ineligible item will be rejected. The cashier will have to run the ineligible item as a separate transaction, and you will have to use another method of payment for that item.

Q: What happens if I try to use the card for ineligible expenses at a retail vendor that cannot distinguish between eligible and ineligible expenses?
A: The debit card transaction will be approved. However, if the purchase includes any non-prescription items or prescription charges which do not match the set drug co-payment amount, you will receive a letter from MedCost Benefit Services requesting that you submit a receipt to substantiate that the charges are eligible. If the charges are not eligible, we will ask you to refund your employer for the amount of the ineligible expense. Once the refund is received, your flex account will be credited the refund amount for use against future eligible expenses.

Q: Can I use the debit card to pay for daycare expenses?
A: No, the debit card is a limited purpose card to be used only for health care related expenses. You will need to continue to pay for daycare and complete the claim form for reimbursement.

Q: Where do I mail claims?
A: You can mail claims to the address on the back of your ID card; MedCost Benefit Services, PO Box 25987, Winston-Salem, NC 27114-5987, or you can fax claims to 336-774-4420.

Q: How do I find out what my account balance is or view transactions?
A: You can get your account balance and view transactions when you log in under “Member” on our Web site at www.mbstpa.com.

Q: What do I do if my debit card is not authorized for the expense?
A: There are several circumstances that could result in restriction of your debit card for purchases. If we have made several requests for documentation for a previous purchase and you have not provided documentation or refunded an ineligible expense, the card will be restricted. You also may have exhausted the amount that you defined as your pledge for that calendar year. When this happens, you will need to use another form of payment for these expenses.

Q: Who do I call if I have additional questions or problems with my debit card?
A: Call the MedCost Benefit Services Customer Service department at
800-795-1023, Monday through Friday, 8:30 a.m. – 5:00 p.m. EST.