ComplaintsforHealthEquity, Inc.

Health Savings Administrators

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Initial Complaint
10/24/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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.
Initial Complaint
10/24/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
All transactions are reported and recorded on Health Equity/Wageworks member account page. It shows my FSA card was misplaced and a new one ordered 9/11/24. It was not received. After the ten (10) day waiting period, and multiple phone calls, including speaking with a supervisor, a new card was then "expedited." Even after speaking with a supervisor, it was mailed over a month later 10/18/24. As of 10/24/24, I have not received a replacement ******** does this negatively affect me?A) All dental and medical procedures had to be rescheduled B) All prescriptions could not be purchased with *** funds C) My carry-over maximum may be exceeded and funds captured by Wageworks**My concern is that Wageworks is not acting in good faith and their unreasonable delay is widespread and directed at capturing remaining funds beyond the *** carry over limit. If this is even slightly commonplace by this company, they need to be investigated for unscrupulous business practice. By their excessive delay, my time to spend down my account is limited, while their chances of claiming my unused funds increases greatly.
Business response
10/24/2024
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
10/23/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am filing this complaint regarding HealthEquity due to their extreme delays and lack of accountability in processing my claim for nearly $1,000. I have been waiting an unreasonable amount of time to receive these funds, only to be met with excuse after excuse. Recently, they blamed the delay on a "glitch," but this is just the latest in a series of excuses for not delivering my funds. I have spent countless hours on the phone with their customer service, yet I still have no resolution or clear timeline for when this issue will be ************ is unacceptable that a company entrusted with managing funds related to health would operate with such incompetence. After reviewing their BBB profile, I found that my situation is not unique. They have nearly 300 complaints in just the last 12 months, with an average rating of 1.06 out of 5 stars. Numerous other customers have experienced the same delays and excuses for missing funds.This companys poor performance and failure to provide proper service is not just frustratingit is harmful. People rely on these funds for important health-related expenses, and it is appalling that HealthEquity is allowed to continue operating like this. I strongly urge the BBB to take action and for government oversight to be considered in regulating this company, as they clearly cannot handle their responsibilities appropriately.I demand a swift resolution to my case and for my funds to be processed immediately.
Business response
10/24/2024
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
10/25/2024

Complaint: 22465469

I am rejecting this response because:
While HealthEquity claims to take pride in their customer service and promises to resolve the issue quickly, my experience contradicts these statements. After receiving their response, I spent another two hours on the phone with their team, only to be told once again that the funds would be available in my ***** checking account today. However, the money has still not been deposited, and I urgently need these funds.
Additionally, during my interactions with HealthEquity, I encountered serious communication issues. On two separate occasions, when a call was dropped or disconnected, the supervisor I was speaking with failed to call me back, forcing me to start the process over. This directly contradicts HealthEquitys claim that they will get in touch to resolve the issue quickly.
This lack of resolution is unacceptable, and I encourage others experiencing similar issues to file complaints with their state attorneys office and the ************************************ (****). Its clear from the numerous complaints on the BBB websitespanning nearly a yearthat HealthEquity has been mishandling these situations, and they need to be held accountable.
I expect immediate action to ensure the funds are deposited into my account without ********************** delay.
Sincerely,
******* *******
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.
Initial Complaint
10/22/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
HealthEquity holds my *** account. I have been locked out of my account and can not access the funds available to make co-pays and other hearth related purchases for over 4 weeks. After several phone calls I have been informed that I'm locked out due to any of the following:1. The provider supplied the wrong code. there is no code 2. There are no funds. I have an balance and money is taken out weekly 3. There are charges from a pharmacy and provider that have been flagged. Both have had approved purchases. 4. Due to a short leave of absence from they have not been notified of my return. I have been back to work as of 7/12/24 A case number was issued on 10/7/24. Health Equity was to contact my employer, ******************, about my employment status. My employer informed them of my currant employment status as active. I have also been informed by my employer that the issue has been resolved. I am still locked out of my card. Called HealthEquity on 10/22/24 and it has not been resolved, but the department "is working diligently" on my case. it's been over two weeks. Nothing has been resolved. I can not contact this department by phone or email to provided any documentation. Although funds are take-out my account I can not access them to make my health care expenses. This is bordering on health consumer fraud since they take money from me into an account I can not access. The resolution I desire is to have my *** account unlocked so I can pay my health related expenses.
Business response
10/24/2024
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
10/25/2024

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
10/22/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am a new employee at my company, and they use Health Equity for ***. I was attempting to reimburse myself for a medical expense for the first time. They locked my account with a fraud alert. The fraud alert unlocking process requires me to change everything associated with the account. Email, username, password, everything. I can understand password and maybe username but my email as well in too much. I was able to get my account unlocked and resubmit my claim. I resubmitted my claim. I waited for my reimbursement, and it never came. Tried to log back in and they locked my account again. It's been 4 weeks now and I've been unable to get reimbursed. It's my money but they keep denying me access to it. Their fraud department keeps different hours than customer service, yet the fraud department has no direct line. Horrible service.
Business response
10/22/2024
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
10/21/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Health equity isnt letting me take my money out of my HSA which I believe is illegal. They have frozen my account and wont let me liquidate the final $62 as they continue to charge me fees for months. Meanwhile I have $37K in the account which I need to pay for my childs recent surgery. They are making it impossible to get my money out to send to my new *** (I switched companies and **** several months ago) and I find this behavioral reprehensible. Please help me get my money back. This is MY savings it is not Health Equitys money to ***** money out of with bogus fees!
Business response
10/22/2024
Hi Brint,
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
10/21/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This company refuses to release my *** money that I put into the account. They have ***** nilly approvals and denials of health care fees. One month paying the item and the next month denying. Despite *** rules stating the health care expense is a covered service for *** money. They have frozen the debit card and will not allow me to spend my remaining money on my card.
Business response
10/22/2024
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
10/19/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On June 18, 2024, I used my HealthEquity/GEHA card for a co-pay on a CT scan. The scan ended up not happening, and I got sent home. Because of this, the practice did not charge my insurance. I received a notice from HealthEquity that documents are needed for this transaction. I submitted a receipt but it was rejected many times. After a couple of months, the practice finally refunded the full amount to the account. But ********************** had already suspended my card. After the refund was issued, I noticed HealthEquity still have not unsuspended my card, so I called them to ask that they un-suspend my card due to the amount being refunded. After a week my card suspension was lifted and I was able to use it again. It has only been a week since it was lifted, but I just got an email that it was suspended AGAIN due to "outstanding unverified card transactions" - The SAME one transaction that caused it to be suspended in the first place. I am unhappy with my card being suspended again and again for something that was already resolved. When I log it, it tells me to pay back the amount to un-suspend my card. I will not be paying for something that was already paid back. I would like for my card suspension to be lifted, and the transaction removed from my account, so that I may use my benefits.
Business response
10/21/2024
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
10/23/2024

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
10/17/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
There has been an issue with my HealthEquity account since August 2024 that I have been trying to resolve. I continue to reach out and keep being told they are creating cases to get it resolved and someone will email me when it has been completed. Then the cases are closed with no resolution. When I call again I am told that they don't have a time frame as to when it can be resolved which means they can continue to hold my $1100+ dollars until they decide to add it back to my account so my claim can be paid out. I try to speak with a supervisor and am told they can not help nothing can be done but create a case OVER AND OVER AND OVER. it has been two months should I wait two years?
Business response
10/18/2024
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 further investigate the issue and strive for resolution.
Initial Complaint
10/17/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Health equity is fraudulently opening multiple HSA accounts and sending me credit cards. *** contacted their customer support and am unable to close the accounts, report the identity theft and stop receiving new card accounts - case ********
Business response
10/17/2024
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
10/18/2024

Complaint: 22434670

I am rejecting this response because: I have not heard from HealthEquity

Sincerely,

******** ********
Business response
10/24/2024
We appreciate your patience as we diligently work towards resolving member concerns. On October 21st, ******* from our escalation team reached out to address member inquiries and provide assistance. She has also provided her direct contact details for any further questions or concerns member may have.
Customer response
10/25/2024

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,

******** ********

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