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Complaint Details
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Initial Complaint
11/14/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
I pay for Cobra coverage through my former employer. We have until the end of the month to pay for that month. It's the grace period. It is supposed to be until the last day of the month, which for October was the 31st. I logged in to their site on the 31st to pay the bill, and they cut me off on the 30th. Now I don't have insurance. I appealed to them and still haven't heard anything back. I am bipolar, borderline, and have ADHD. I am not someone who can be without their insurance. I'm having a bit of a nervous breakdown right now over it. I am in an episode and I need my doctors and my meds. These episodes are when people like me become suicidal. No insurance for me will kill me. I even have a copy of the bill and it says the 31st. I have proof that I logged in that night. Please help me.
Business response
11/18/2024
Hi ****,
We're sorry that you didn't have the best experience with us. We take great pride in our customer service and are dedicated to providing remarkable service to all our members. Our Member Relations team will be getting in touch with you to ensure that the issue is resolved quickly.
Customer response
11/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** ********Initial Complaint
11/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
A refund was posted on 8/23/2024 from **************** in *****, **. There were two transactions for $5,000. One posted correctly and my account balance increased by $5,000. The other never posted. I have contacted the customer service department 5-6 times always being told it will be taken care of (The IT department is looking into it). The case ID is ********. NO one ever calls back and it takes a minimum of ************************************************************************************* No one has ever called. They appear to be aware of the case, but just never take action. I am out $5,000 right now! Please help!!!Business response
11/13/2024
Hi ******,
We're sorry that you didn't have the best experience with us. We take great pride in our customer service and are dedicated to providing remarkable service to all our members. Our Member Relations team will be getting in touch with you to ensure that the issue is resolved quickly.
Customer response
11/14/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** *****Initial Complaint
11/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On 7/13/2022, I saw a doctor at the **************************. I received a bill, and arranged payment for $202 from my Health Equity HSA. Health Equity paid the bill. However, I continued to get bills from the vendor. HealthEquity insisted they paid. It turned out HealthEquity paid via a card, but the vendor does not accept that form of payment, and the vendor returned the payment. The vendor has verified this on multiple occasions. Health Equity acknowledges that the payment was returned, and sent me a Proof of Payment that confirms the return, but the $202 was never credited back to my account. I have been trying to reach someone at HealthEquity who can get this resolved since November 2023. I have reached multiple supervisors, who confirm the accuracy of my explanation, but in the end, the request is denied. I have now made 16 phone calls and the results are the same each ******** reason I am given for the repeated denial is that I made a different payment of $202 on the same day to the same vendor for a different service. This is transaction "0053." Health Equity repeatedly asserts that the payment was received and deposited, and I have repeatedly clarified that they are looking at the wrong transaction. The disputed transaction, where the payment was returned to HealthEquity is "0052". The supervisors I talk to all acknowledge this but they seem unable to get this resolved and get me credited for the $202 that was paid from my account, refunded to **********************, and never credited back to my account.Business response
11/06/2024
Hi *******,
We're sorry that you didn't have the best experience with us. We take great pride in our customer service and are dedicated to providing remarkable service to all our members. Our Member Relations team will be getting in touch with you to ensure that the issue is resolved quickly.
Customer response
11/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* ******Initial Complaint
11/05/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I went on Maternity Leave from ********************* on 12/5/2023, the same day I had given birth to my daughter. I received correspondence from Wage Works regarding payment for health insurance on6/9/24 for a total of $1854.58 for health insurance coverage from 2/13/24-5/31/24 with a ***** period end date of 6/21/24. Original correspondence states postmark on envelope must be prior to ***** period. I sent in payment and received back my check and all provided documentation. Postmark on the envelope clearly states 6/20/24 (before ***** period end date). I called and spoke to Wage Works and stated that since it is now later in the year, and I have previously found other health insurance, I would like to pay my balance up until 7/31/24 which totals *******. I was told by the representative that I would be able to do this with no problem and my coverage wound back date and I would be able to have all doctors resubmit claims. I attempted to pay over the phone as i would like a confirmation number and was unable to do so despite many attempts. The representative states this is due to an incorrect zip code. My zip code is ******************* the system as 2721. Wage Works states they are unable to change this information. I placed numerous emails and calls to Wage Works, ***************** and ******************** and no one is able to assist me. I would not like to pay via mail as I would like immediate confirmation of payment. I now have medical bills in collections for myself and my daughter as this has not been fixed since June and our insurance reflects a gap in coverage since December 2023 to August 1 2024 when I enrolled in new insurance.Business response
11/06/2024
Hi ******,
We're sorry that you didn't have the best experience with us. We take great pride in our customer service and are dedicated to providing remarkable service to all our members. Our Member Relations team will be getting in touch with you to ensure that the issue is resolved quickly.
Initial Complaint
11/04/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am writing to express my frustration regarding the handling of fraudulent charges on my ************** Account (HSA) (account #: ********. In early June 2024, I reported approximately $2,000 in fraudulent transactions. An investigation case number was created on October 8, 2024. However, when I called customer service the following week for an update, I had to repeat the same information multiple times, resulting in several hours spent on the phone without any resolution. Case ID: ********. In late October, I contacted Health Equity again and was referred to the dispute team for more details. Unfortunately, they were unable to locate my case ID, forcing me to spend another two hours navigating customer service. The Dispute and Fraud Manager assured me that the investigation team would reach out within a week, but I have yet to hear from ******* seems that Health Equity is either unresponsive or uninterested in resolving this issue. Additionally, I did not receive any fraud prevention notifications back in June, and there appear to be no preventive measures in place to stop such charges from occurring multiple times.Business response
11/05/2024
Hi ******,
We're sorry that you didn't have the best experience with us. We take great pride in our customer service and are dedicated to providing remarkable service to all our members. Our Member Relations team will be getting in touch with you to ensure that the issue is resolved quickly.
Initial Complaint
10/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company manages my health spending account. On two occasions I was over charged from 2 different health care companies for services. Bith companies reimbursed my *********** account on 10/1/2024, but my account is not showing reimbursement and is stating that I owe them. I have contacted wage works/Health Equity on 10/14/2024 and they agreed that they see the reimbursement but that it is not applied. They created a ticket to get this resolved and stated it should be processed in 3-5 business days. On 10/22/2024 I again contacted them via chat as it has not been resolved and they informed me that they escalated the matter and rest assured it will get rectified ASAP. On 10/30/2024 I again contacted Health Equity via their phone line and they stated that the escalation was placed 23 hrs ago- on 10/29. I had an appointment yesterday but had to pay out of pocket as my health care spending account is reporting a negative balance when it should have over $300.00 still available.Business response
11/01/2024
Hi ********,
We're sorry that you didn't have the best experience with us. We take great pride in our customer service and are dedicated to providing remarkable service to all our members. Our Member Relations team will be getting in touch with you to ensure that the issue is resolved quickly.
Initial Complaint
10/29/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On 10/16, I submitted reimbursement claims on my ***. These were processed in an acceptable window, and on 10/21 the claim status was marked as released and the funds were taken out of my account to be deposited by *** in my bank account. This process is supposed to take 2-3 business days. I did not received the funds on 10/24 so I contacted their help desk and was given reassurances. I contacted them again on 10/25 since I still didn't have the funds and they created a ticket to address the issue. I contacted them again on 10/28 and 10/29 (7 business days after 10/21) because I still do not have my funds. I was then told it would take 5-7 MORE business days from the issue of the ticket. I have now been waiting 2 weeks since I submitted my claims, 7 business days since the funds were taken out of my account, and still no funds in my bank account.Business response
10/30/2024
Hi ********,
We're sorry that you didn't have the best experience with us. We take great pride in our customer service and are dedicated to providing remarkable service to all our members. Our Member Relations team will be getting in touch with you to ensure that the issue is resolved quickly.
Initial Complaint
10/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have been dealing with my Health Equity card not working since September 20th 2024. I contacted the help center via online chats , calls in but card still lock . each time I contacted the help center everyone were nice but problem still not fixed. I have bills to pay and they are passed due. Here is my reference # ********. I have been patient but it's now ran out.Business response
10/30/2024
Hi *****,
We're sorry that you didn't have the best experience with us. We take great pride in our customer service and are dedicated to providing remarkable service to all our members. Our Member Relations team will be getting in touch with you to ensure that the issue is resolved quickly.
Customer response
10/31/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** PlengsriInitial Complaint
10/25/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Late last month, I was suddenly unable to login to my online account with ********************** (my company used them for our HSA). After calling and calling and waiting on 1 to 2 hours holds, I have up trying to access my account online. Finally earlier this month I finally got a hold of someone and was told my account was disabled due to fraud. There was never any notice to me about any fraud. All of my account information was deleted and I had to re-reregister my account with the *** over the phone. This was on October 10. Since then the company has kept my account frozen and said it is again under "fraud review". They will not tell me what about and says it will take up to 13 business days to resolve. They refuse to expedite the matter. Meanwhile, I cannot access my own money I have had taken out of my paycheck for medical expenses and have been having to pay out of pocket for incurred medical costs during this time.Business response
10/28/2024
Hi *****,
We're sorry that you didn't have the best experience with us. We take great pride in our customer service and are dedicated to providing remarkable service to all our members. Our Member Relations team will be getting in touch with you to ensure that the issue is resolved quickly.
Customer response
10/29/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ********Initial Complaint
10/24/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I have been trying to recoup excess contributions that were made to my HSA in the tax year 2023, and it's been a months long saga trying to get my funds back before tax penalty.I have submitted 4 different variations of forms, due to incorrect instructions or delayed response from this business.April 6, 2024 - I was sent a form and asked to mail this form to a PO box.July 2024 - I mailed the completed form then was told it was dated too far in the past. I was asked to resubmit the form with correct date.August 2024 - I mailed a second form with the correct date. Then was told I mailed the wrong form completely. The form was actually online - this was news to me, and would have saved me months.September 2024 - I submitted the online form and received a response that it was for the wrong tax year (2024) instead of 2023. October 8, 2024 - I submitted the online form a second time, this time for year 2023. No response.October 24, 2024 - Due to never receiving a response nor my funds before the tax deadline, I called customer support and was told that the amount I requested was too high for the 2023 tax year. The amount I had requested included both individual and employer contributions, the latter of which needed to be submitted via an entirely different form. I'm still left without access to my funds. It's been a terrible customer experience, and I will now be forced to pay a tax penalty.Business response
10/25/2024
Hi *****,
We're sorry that you didn't have the best experience with us. We take great pride in our customer service and are dedicated to providing remarkable service to all our members. Our Member Relations team will be getting in touch with you to ensure that the issue is resolved quickly.
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657 total complaints in the last 3 years.
293 complaints closed in the last 12 months.