Good morning. I'm writing to hopefully poll others and ask for guidance. Since I entered my ACH information for reimbursement in January, I have been locked out from submitting any reimbursements for either of my children. It's been over 90 days with multiple call backs, two chats with supervisors, and a couple FB inquiries. I have yet to get anything other than "We are working on it, thank you for your patience." or a canned script. It's my concern that I'll run out of time and never be able to submit for reimbursements for 23-24 year. I have a friend who had the same thing, and her issue was fixed in 10 days.
Does anyone know of a way I can reach out to a local Step-up representative, or bring attention to this outside of the normal "help" 1-800 number? After waiting over 90 days without any update other than "it's in the queue", I have lost confidence that it is actually being looked at.
Who would you reach out to in this situation? Thanks in advance for your help. I've attached a picture of the greyed out "+" button under the reimbursement tab with the yellow banner even though everything says "complete" when you click and double check my ACH info.
Can you email me at info@flhef.org? I can forward this to one of our contacts at Step Up to have them look into it. Please include the parent name that's on the account, the student names, and the email address you use to log into EMA.