ComplaintsforBenefitWallet
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/07/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I have tried for 2 years to get a debit card or check blanks for my HSA and they have mailed me my security code and when I call them back, they never mail my card out. Now they put me on hold for 3 hours and after 2 hours, I always loose them . I have even sent them registered letters that they have to sign for and they still will not send me a debit card! I even enclosed the original security sheets they had mailed me. I appreciate any effort you can try as I do not know how else to go at this point! Thank you very much , ***** *********Business response
06/05/2024
Dear **********************,
We see that you spoke to the BenefitWallet call center in January 2024. Outbound calls were attempted on 2/09/2024, 2/15/2024, and 2/16/2024. The call center was unable to leave a voicemail for you each time.
Since then, your account had transferred to HealthEquity in March 2024.
Initial Complaint
02/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
When opening my HSA account, I was asked to upload verification of my identity. I submitted all required documentation on January 23, 2024 before the start of a new month. Two weeks later, BenefitWallet has not reviewed my documents and has frozen my HSA account. As a result, my employer cannot contribute to my account and I am footing medical bills out-of-pocket. When I called, the representative said that verification of documents typically takes 1-2 days and that they were not sure why mine hadn't even been looked at. 48 hours have passed since that call and no resolution has taken place.Business response
06/05/2024
Dear ******************,
We see you spoke to the BenefitWallet call center on 3/26/2024. The call center confirmed that you name update was processed successfully and that your new debit card was mailed you.
Since then, your account balance was transferred to HealthEquity in May 2024.
Initial Complaint
02/05/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
As an HSA debit card account, they should approve all my charges unless they inform me or I do not have money in the account. They did not inform me and I had plenty of money in my account. Then they made me wait on hold for 2 hours and 30 minutes and then hung up on me.Business response
06/05/2024
Dear ******************, we see your last call to the BenefitWallet call center was on 2/05/2024. You were informed that your expenses exceeded the daily. Since then, your account balance had been transferred to HealthEquity in May 2024.Initial Complaint
01/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am unable to file claims against my ************** Account because the company Benefits Wallet needs to send me a letter to verify the account. I am unable to get a customer service representative on the phone. I have attempted to call and have been left on hold for over an hour many times. I tried email and their response was to call again. I am currently on hold and have been for 50 minutes.Business response
01/24/2024
**************,
We apologize for the unsatisfactory service you received.This is a busy time of the year, and we are receiving high call volume. Hold time may take longer than usual. Our records indicate that you have already logged in and successfully submitted a claim. This claim was paid on 1/19/2024.This should post on your designated bank account within ************************** date from the issue date.
Sincerely,
The BenefitWallet TeamInitial Complaint
01/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I'm in a benefit health care spending account contracted out by my job however, no one ever answers the phone. I've called numerous times and different times. Each time holding on the line for over an hour. I cannot access my account nor use the *********************** if I can't access the website. The number associated with my account differs from my cell phone number. I cannot reach anyone on all of the numbers listed. I've emailed and was basically told I can't give personal information and that I have to talk to a customer service representative. I'm at a complete standstill.Business response
01/24/2024
******************
We apologize for any inconvenience this may have caused you. This is a busy time of the year and we are receiving high call volume.Hold time may take longer than usual. We have arranged for someone to reach out to you for assistance in your account. For future reference, BenefitWallet is open on weekdays from 8AM 8PM ET and weekends from 9AM 6PM ET.
Respectfully,
The BenefitWallet TeamInitial Complaint
12/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 11/28/2023 I submitted a request for reimbursement via ACH to my Bank. Today 12/12/23 I still have not received it. According to the BenefitWallet website allow 5 to 7 business days for your payment to reach you. Today is 11 business days (9 excluding the day submitted and the current day). I wrote a note to BenefitWallet on 12/9 asking for an update. On 12/12 (today) I got a reply that told me I had to call them. I immediately called and after explaining the situation I was told I need to wait another 3-5 business days. The excuse I was told was that BenefitWallet had security concerns. I was never contacted about those security concerns. And somehow BenefitWallet resolved those security concerns WITHOUT contacting the customer. This delay is unacceptable.Business response
12/18/2023
********************,
We apologize for the delay of your reimbursement and for any inconvenience this may have caused.For security purposes, a transaction submitted online may be flagged by the system as suspicious. When this happens, the transaction is put on hold and released after the transaction is deemed as valid. A manual review of the transaction may also be done before the transaction is released. After account review, we show that your transaction was deducted from your HSA on 12/13 and should be posted in your personal account in 3-5 business days.
Respectfully,
The BenefitWallet TeamInitial Complaint
09/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I enrolled in the BenefitWallet HSA with my previous employer **************************, while out of state working for ************************* lost my wallet in which my HSA card was in. I have been trying to get a replacement card so that I can use it to pay for medical expense. I have contacted the company several times and have verified my social security number, my old and current address, drivers license number, all to be told that I have failed the verification process. I then had to take a copy of my social security card, drivers license, proof of residence, complete a notarized document they sent me, overnighted it to *** only to be told that never received it and I still cannot pass the verification process to access my account, request a new card, or update my personal information.Business response
10/10/2023
**************,
We apologize for any inconvenience this may have caused you. However, we are unable to locate an account based on the information provided. We have arranged for someone to contact you and discuss your account or provide you with the options on how your identity can be authenticated for security purposes.
Respectfully,
The BenefitWallet TeamInitial Complaint
09/26/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My daughter went to the dentist on May 10, 2023. Delta Dental denied the claim because she was dually covered by Guardian, her dads insurance. I was told by benefit wallet to submit a receipt and I did. They denied the claim and told me to submit an ***. Well, the *** says my daughter received $1300+ dollars in services, but delta paid zero and I paid zero. I explained the dual coverage and they asked me to contact the dentist to get a more detailed receipt and I did. The claim was denied. I called a 3rd time. I was told to submit another form. I did. The claim was denied a 4th time. Each time I call (now 6x total), I do what they ask and the claim is denied. I no longer have access to my HSA card due to their denial of the claim. Im unable to access my own money. I pay directly into my HSA account from my paycheck.Business response
10/10/2023
****************,
We apologize for any inconvenience this may have caused you. We have arranged for someone to contact you to clarify your claims.
Respectfully,
The BenefitWallet TeamInitial Complaint
09/16/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
BenefitWallet contacted me and told me that I had a balance in my account that I needed to claim before the funds were dispersed to the government. I did not realize I even had funds in the account since I have not used the insurance provider associated with BenefitWallet in a few years. I opted to withdraw the funds since I no longer have an insurance carrier associated with BenefitWallet and called the company to set up the withdrawal. After calling back and forth and waiting weeks for them to mail me a code to get into my account, I am still locked out and unable to withdraw the money from my inactive account. I was told twice that I would receive a letter in the mail to give me access to my account since I no longer have the debit card associated with it, but I have yet to receive any letter and am still unable to withdraw the funds.Business response
09/22/2023
*********************************,
We apologize for the inconvenience this may have caused you. When an account becomes dormant, a notice of inactive account is sent to the last known address advising the member that the funds will soon be sent over to the state. This will give the member time to take action on their account to either withdraw and close or keep the account open. Based on our record, you have already called the contact center and your account has been flagged, so no changes will be made until you reach out again and request these changes after you can authenticate. In the meantime, you will need to wait for the verification code to arrive and call us back so we can assist you further.Our hours of operation is from 8AM 8PM EST on weekdays and 9AM 6PM EST on weekends.
Respectfully,
The BenefitWallet TeamCustomer response
09/22/2023
Complaint: 20613425
I am rejecting this response because:
I have called twice to receive the verification code and it has been over a month since my initial call. Both times I was told Id receive the code within ***** days but it has now been much longer and I have not received the code.
Regards,
******************************************Business response
10/03/2023
*********************************,
We apologize for the delay. Verification codes are sent by regular mail and we do not have control over the mail once it has been sent out. In the interim, you can send in a notarized Update Mailing and Email Address form, which has been sent to the email address you provided to the last representative you spoke to. Once we receive the notarized form, we can bypass the additional piece of authentication so that the contact center can further assist you.Respectfully,
The BenefitWallet TeamInitial Complaint
08/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
BenefitWallet lost my deposit earlier this year. They withdrew money from my bank account without depositing anything into my HSA account. Money was withdrawn from my bank account on 1/20/2023. It was finally deposited into my account on 2/27/2023. This deposit was for $1,663 and was specified to be for tax year 2022. BenefitWallet lost my original transaction information, and recorded this deposit to be applicable to tax year 2023. BenefitWallet should reclassify this transaction as a tax year 2022 contribution, since this was what was initially specified on 1/20/2023.Business response
08/22/2023
************************,
We apologize for any inconvenience this may have caused you. We had some system outage earlier this year causing for transaction to post later than usual. After account review, the deposit that was posted on 02/27 is already coded as prior year 2022 contribution. You may also check this online at mybenefitwallet.com.
Sincerely,
The BenefitWallet TeamCustomer response
08/22/2023
Complaint: 20480470
I am rejecting this response because:I see that the tax year has been switched to 2022 for this transaction, thank you. This will help in the fact that 2023 tax year contributions won't be overstated. However, I believe you will need to submit a corrected ****-SA form. This form still states that my 2022 tax year contributions totaled $1,278.60, this does not reflect the $1,663 contribution in the aforementioned message.
Regards,
***************************Business response
09/06/2023
************************,
We apologize for any inconvenience this may have caused. We would need to submit a request to *** Mellon to send you the amended tax form.We have scheduled someone to contact you to assist in submitting the request.You may also call us at ************. We are open on weekdays from 8AM 8PM EST and on weekends from 9AM 6PM EST.
Respectfully,
The BenefitWallet Team
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Customer Complaints Summary
131 total complaints in the last 3 years.
21 complaints closed in the last 12 months.