BenefitWallet, a Xerox Solution

Complaint: [redacted]I am rejecting this response because: I never signed anything authorizing this transaction and it should not have been paid without my approval. You are liable for my money to be returned to my account as I entrusted you to pay only authorized transactions. This was not authorized so a time frame is not valid on my behalf because I did know of a reason to dispute anything until, I noticed the huge amount of money missing from my account. It is your responsibility to go after the vendor and get my money. I have been fighting with you for way too long and it is your responsibility to make sure that all transactions are authorized before you pay them and if not, they should not be paid. Please place my money back into my account before the end of the year because your company is at fault for fraudulent payments or disbursements from my account.Regards,[redacted]

BenefitWallet. This is probably the MOST unethical company I've ever interfaced with. My father is 95, legally deaf and blind. His benefits were turned over to BenefitWallet, and from that point on, it has been a nightmare.
January, 2017 – Notified Dayco and MyBenefit Wallet that we selected United Healthcare as our policy. We were told reimbursements would be paid after we paid the insurance premiums.

October 2 2017 We didn’t get any reimbursements to date. We were told we could get the information online – we created an account Oct. 2, and got a confirmation email. We received a conformation email that day.

October 26, 2017 We received an email from mybenefit wallet stating:
This email is to notify you that a reimbursement for your claim is being issued. You may view the details of your payment by going to www.mybenefitwallet.com and viewing payments at the bottom of the home page.

November 11 – I contacted Josh H. (Get Insured) who agreed that there was a problem. He contacted RRO Escalations (Nadira S. who works for Conduent - yet another company?) who indicated there were no claims listed for us.

November 25, I spoke to Josh H. again. He told me we needed the following to be sent in:
Check Copies for the months we paid, and the completed ”BenefitWallet health arrangement claim form” Josh H. emailed me the form and told me exactly the same thing again – check copies and completed form.

November 26 – I sent Josh the forms AND sent them to Nadira S. (escalations) I have all the emails.

December 9, we received yet another email confirming that a reimbursement was issued for our claim.

January – I called Josh H. since there was no reimbursement, but they had a recording about a “snow storm problem”

February 7. Again I sent a follow-up email to Josh H. asking why this wasn’t resolved.

March 13 – After talking to Daniel J (Who apparently took over for Josh H.), I sent him copies of the checks, the form, and copies of the emails to Josh H and Nadira S.

March 15 – I sent a follow up email to Daniel J. asking if this could finally be resolved.
March 16 – Daniel J. sent an email now indicating we needed to find the old bills from United. ? Seriously? Why was this never indicated? And how many people do we need to involve? I asked to speak to a manager, but then was put through to someone's voicemail.

March 19 - I called again, and spoke to a manager who said he'd help resolve the situation in light of the problems. But then, on a second call, he suggested I find the original invoices from United Healthcare - even though they had canceled check copies for every month for the policy, and the amounts were exactly the published rate by United under AARP. Bottom line - this company is the WORST. Thank you DAYCO for dumping my father into this mess.

Benefitwallet - Fraud Transactions

I have been Benefit wallet HSA account holder for past few years.I have never used my account for any transactions or ordered any checks.

Recently after the Upgrade of Benefit wallet system I noticed checks issued to certain " HILL COUNTRY CENTER" NEW BRAUNFELS TX with payee names "GLORIA ESCOBEDO" and " JESUS ESCOBEDO". I have no links to these two people , Benefit wallet claims its online identity theft issue. I fear this is larger issue than online theft, it possible that there was a system issue at Benefit wallet or data breach at Benefit wallet. In any case please beware of FRADULENT TRANSCTIONS ON BENEFIT WALLET, keep a watch on your accounts .

Benefit wallet is not helping me identify who accessed this account on those fraudulent transaction dates. They claim they have no fraud department to assist...

That is very scary!I cant TRUST them with my money anymore!

Review: I have HSA account with BCS-Mellown HSA ( recently name to mybenefitwallet) since Jan 2012.

Here is my experience with their service for two year.

1. I got charged monthly fee since January 2013. But the fee and schedule with my account says "Monthly Service Charge for average monthly balance of $1000 or less." . See attachment.

2. As of Nov 4. My account balance is 1650.24 which was more than needed to cover the check I wrote. But I got charged for $20 for insufficient fund fee.

I have never received any paper/ electronic statement since the account is opened. Their answer: There is NO email address setup in my profile as the default is E-statement only.

I have talked to HSA Representative on Oct 21 and following two days. Last time I contact them is Nov12. The issue is not resolved.Desired Settlement: Please provide responsible and acceptable explanation on three issues

Business

Response:

We apologize for the inconvenience during this transition; however, when your employer terminated your [redacted] health care contract in January of 2013 your status became independent with BNYmellon HSA solutions. As your benefits administrator, your employer had an obligation to provide information on how your Health Savings benefits with BNYmellon HSA would change, including your rates and fees.

Our systems show your receive statements via US mail to [redacted] Statements can be viewed at any time on the member website at www.mybenefitwallet.com or request copies from a customer service representative at 877 472-4200.

In regards to the returned check for NSF, there was a balance of 1647.38 as of 11/01/2013. Unfortunately the check was made payable to an amount higher than the balance which would have been indicated via Member Website, IVR or spoke with a representative to get an exact amount which may have excluded the monthly account maintenance fee. As a courtesy we will reverse the $25.00 insufficient funds fee which was applied to the primary member’s account.

Review: On March 1 my employer changed health care providers from NJ [redacted] to [redacted]. The [redacted] provider for [redacted] was Benefit Wallet. The [redacted] debit card provided was no longer active since it is linked to [redacted]. My employer's broker gave us Benefit Wallet's phone number to call to request a new debit card to access our funds. In compliance I have called 4 times in two months to request this debit card. Each time I am told it is in process. When I called on April 6 I was told my request for a card was being expedited. Today I called (April 24) and was told there was no note in the system the card has been processed. I have checks to use to access my funds if needed which I had to pay for when I enrolled in Benefit Wallet. Checks are a thing of the past and as a member who has significant monies they are holding, I request a debit card to pay for my health care expenses. There are other employees within our company who are in the same situation requesting cards with no response. It seems as after our account was moved, we have no customer support. I asked if there was another number to contact to obtain satisfaction and was told there was not. I have thought about having my funds transferred out of Benefit Wallet but am scared I will never see my money!Desired Settlement: Not only do I want my [redacted] debit card, but other employees in our company do as well. If a card is not able to be provided I will transfer my monies to another [redacted] but want them transferred immediately without a 2-month wait as I have for my card. I need access to my funds and if I transfer will I ever see the money again??

Business

Response:

Please accept my apologies for any inconvenience and your less than positive experience with BenefitWallet. I can tell you that this scenario is not typical of our usualperformance and to our goal of keeping our clients as our main focus. We have created Ticket #[redacted] with our vendor to prioritize your debit card request. If you should need an update regarding this ticket, please contact an agent at [redacted] from 8am to 11pm eastern.

Consumer

Response:

I am rejecting this response because:I have heard this same response for 2 months now and I am not the only employee in our company who has this issue. I would expect my [redacted] debit card [redacted] to me within 3 business days.

Review: This deals with a series of pre-authorized transactions on my behalf with Benefit Wallet and Save Daily. Save Daily and/or Benefit Wallet breached their fiduciary responsibilities by drawing/allowing to be drawn funds in excess of the required (and contractual) reserve from my account. This resulted in a service charge that should never have occurred and a question as to whether future transactions will be executed without authorization and contrary to the instructions. I have spent hours trying to resolve this issue and have received no explanation as to what had happened. Most recently I was on hold for more than 30 minutes and unable to reach a support representative.Desired Settlement: The service charge should be refunded and all system problems that allowed this fiduciary breach to occur should be fixed.

Business

Response:

We apologies for the confusion, however the requirement of the $1000.00 threshold is needed to create an investment account with SaveDaily and not a maintained balance. Once the member creates the account and initiates recurring contribution it is the member's responsibility to manage both accounts accordingly via self-service at WWW.MyBenefitWallet.com. If the members HSA balance falls below the threshold, BenefitWallet does not interrupt auto deductions initiated by the member.

Please accept my apologies for any inconvenience and your less than positive experience with BenefitWallet. I can tell you that this scenario is not typical of our usual performance and to our goal of keeping our clients as our main focus. As a token of good will a fee reversal for the month on October will be applied to your account witih 3-5 business days. For additional information regarding your Health Savings Accounts rates and fees visit us on the web at WWW.MyBenefitWallet.com.

Consumer

Response:

I am rejecting this response because:

The withdrawal by SAVEDAILY was based on inaccurate information transmitted to them by BENEFITWALLET. As SaveDaily explained to me, because of a holiday, Benefit Wallet did not process the first SaveDaily draw and led SaveDaily to believe that additional funds were available to be drawn. Had Benefit Wallet transmitted the proper information to SaveDaily, the additional draw would not have occurred and my balance would not have fallen below the $1,000. This error is strictly due to Benefit Wallet's lack of timely recording and reporting of transactions. I consider this to be a fiduciary breach.

Please add the following to my response:

“I do not reject the goodwill gesture for the reversal of the maintenance fee. What I do reject is the concept that Benefit Wallet was not at all fault and the credit is a goodwill gesture and not the correction of an error. They should acknowledge their error and institute policies to prevent this from happening again.”

Thank you again for your help.

Regards,

Steven Moses

Business

Response:

We apologize for the inconvenience. Our technical support and Service managers will validate the process and work with SaveDaily to correct any outstanding technical issues.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: There is almost no way to cancel an HSA account. After multiple calls and referrals to forms on their website that don't exist. Once I finally was able to get a hold of someone that actually knew how to close the account I have to use postal mail to send them a form to cancel the account but then I have to pay a fee to actually have them send the money in the account sent to me. Their entire account is designed to hold your money hostage and keep it with them.Desired Settlement: I want my account closed and my complete balance sent to me as soon as possible. No fees should be charge to honor this request to me or anyone else.

Business

Response:

Please accept my apologies for any inconvenience and your less than positive experience with BenefitWallet. I can tell you that this scenario is not typical of our usual performance and to our goal of keeping our clients as our main focus. At this time BenefitWallet cannot take action; the member has used the self-service feature on the member portal ([redacted]) to liquidate the account, either by ACH or manual check. The account is closed with a zero balance.BenefitWallet Operations

Consumer

Response:

Review: [redacted]

I am rejecting this response because: it is impossible to do as you instruct asking for the account to be liquidated only leaves several cents left in the account, takes weeks to process and the account is still left open. When I tried to do it in writing they sent back the letter and said it had to be notarized. Again no other financial institutions have rules this restrictive to close an account. I have suffered significant financial damage for this process. I want to the account closed immediately.

Regards,

Review: My Benefit Wallet handles my HSA account. This account has a feature where I can set up payment to a vendor and it will be paid directly from my account/funds to vendor, in this case [redacted] Health System. They were suppose to pay [redacted] Health Systems $129.14 on December 20, 2014 for services rendered on November 12, 2014. They show this claim as being paid and settled on December 22,2014 and funds deducted from my balance. Then on January 12, 2015 the billing department from [redacted] contacted me concerning the past due bill wanting to know when they could expect payment. Being this bill is for my primary physician for services rendered 60 days prior and I was at work I paid [redacted] via telephone with my Visa ending in [redacted] ($125.56 because I had a prior credit of$3.58.) I subsequently contact My Benefit Wallet and they said oh it's paid and the check cleared [redacted] account on 01-13-2015 went as far as to give me a number after 5 telephone calls check #[redacted] I told them I needed a copy of said check emailed or faxed to me to back that up so, if was the case I could receive my money from Ochsner. I explained I needed proof which they have yet to provide meanwhile I'm out of $129.14Desired Settlement: I want a copy of the front and back of said check #[redacted] from My Benefit Wallet so I can forward to [redacted] to verify if they were indeed paid or they simply paid someone else in error or $129.14 credited back to my account.

Business

Response:

Please accept my apologies for any inconvenience and your less than positive experience with BenefitWallet. I can tell you that thisscenario is not typical of our usual performance and to our goal of keeping our clients as our main focus.Your request for an image of your claim check will be mailed within 5 days. Regards,BenefitWallet Operations

Consumer

Response:

I am rejecting this response because:

Have yet to receive check copy 8 days later

Review: I had a Health Savings Account and received letter 15-July2015. Stating I must make a transaction on the account before 15Aug2015. I called on 20-jul2015 to request a card to make additional transaction so the funds of $1448 would not be turned to state of Ohio (per employee the call was a transaction therefore monies will not be forfeited). I called again on 28Oct2015 as I did not receive the card. They did confirm record of my call on 20Jul however they did not process my request of my card or request for the account to remain and funds were forfeited the funds to the state of Ohio, if I would like to collect I should follow up with state of Ohio for unclaimed funds and receive payment from the state of Ohio not benefits wallet, however there is no record of myself nor these funds on the state of Ohio website which was given to me by benefits wallet company. I was told to wait and check at later date the supervisor would appeal as I did make a transaction and the funds should not have to turned over to the state as the transaction was complete 20jul2015 per my call. The claim was denied by benefit wallet on 3nov2015. I again checked the State of Ohio website 9Nov2015 there is no record of my funds nor myself. I called benefits wallet where I was refused a supervisor, after 31 minutes and clarification that they are refusing myself to speak to a supervisor one did pick up the call. It was the same person I spoke with on 28Oct, he informed me the appeal was denied and I should follow up with the state of Ohio to collect my funds of $1448. He would re-appeal my denied request an additional time. I would like my funds returned to me the benefits wallet company will not return my funds nor assist in any manner as I did complete a transaction per their contract however the funds were taken from me. They refer me to the State of Ohio unclaimed funds however I am not listed as having any funds due to me. I just want my $1448 returned.Desired Settlement: Return of all funds that were in my account.

Business

Response:

Please

accept my apologies for any inconvenience and your less than positive

experience with BenefitWallet. I can tell you that this scenario is not typical

of our usual performance and to our goal of keeping our clients as our main

focus. As a measure of our good will the account has been re-opened, a monetary

adjustment has been applied and will be avaialble within 48 hours.BenefitWallet Operations

Review: I wanted to close out my HSA account and requested a check be sent to my house to clear out the money left in the account. I received no check in the mail, called benefitwallet and they said they would have to charge a stop payment fee and send a new check. I received the new check in the mail and attempted to deposit it at my bank. My bank was unable to process the check, because it was returned for 'closed account'. After the bounced check I talked to benefitwallet employees multiple times. All of them claiming that my account was not closed and that sufficient money was in the account to make the transaction. I had to visit my bank and call benefitwallet with a branch manager. Eventually benefitwallet's employee admitted that the account had been closed and that a $3.90 monthly service fee was charged after they sent me the check in the mail, but before I received the check. My benefitwallet refused to pay the bounced check fee. They told me to request a third check and to make it for $3.90 less than the account balance because another monthly service fee was about to be charged to the account.Desired Settlement: I'd like to be reimbursed for stop payment fees, two monthly service fees, and bounced check fees.

Business

Response:

Please except our apologies for the miscommunication. Your account did not incur a stop payment fee. As of 1/6/2015 a final balance was processed via self-service and has liquidated assets.

Review: BenefitWallet was the (contracted) provider of the Health Savings Account (HSA) that I had through my employer-sponsored medical insurance.

When my employer changed medical insurance companies, the contracted HSA company changed from Benefit Wallet to another company. It was up to us employees to get any remaining money from Benefit Wallet. My employer told us that the easiest way to end the HSA account with BenefitWallet was to write a check for the remaining balance. We were also issued a debit card for the account. When I tried to charge the remaining amount in the account using the debit card, the card was declined at the POS. When I wrote a check out for the remainder amount, a fee ($3.90) was charged on the same day the check was presented and the check was returned as NSF and an additional NSF fee of $25 was charged to my account.

I called Benefit Wallet at least 5 or 6 times to talk to a representative. Each time they would tell me that they would put in a request to reverse the fees and that I needed to call back to then close the account. The last rep I talked to said that the only way to close the account was to write a check for the remaining amount, minus any future fees and then call back to close the account. Each rep has relayed different information and stalled the closing of the account. The bank has not provided a simple and effective way to close the account --- and while keeping it open, continue to charge fees on the account.Desired Settlement: Refund of excessive fees charged on the health savings account

Business

Response:

We apologize the inconvenience during your transition to your new custodian. Your account has been credited the non-sufficient funds fee, 1 current monthly maintenance fee and an advance credit for additional fee for the month of October which will post on 11/1/2014. You will need to resubmit a check to disburse your funds and contact customer to close your account to avoid future activity.-BenefitWallet Operations Team

Review: Because I no longer qualify as being in a high deductible health plan, I needed to transfer my account to another bank (like Inland Bank HSA with no fees AND pays interest). I called ACS Mellon for direction on how to proceed to close my account. They said just write a check for the balance to the new bank. I did exactly as they said. Then, before the check cleared, they charged a monthly maintenance fee - even though I was closing my account. This would create a negative balance when the did cleared. So, I contacted ACS Mellon customer service ASAP on 03-05-15. The agent said that she would credit my account the difference, so the check would clear and my account would be closed. However, the agent never followed through, and ACS Mellon reversed the whole transaction, and charged me a $25 fee - even though my account is still shown as closed.

Looking through ACS Mellon Revdex.com complaints (ones with details) this has occurred with at least two other customers in the past (4/27/2013 and 10/17/2013), and they have not changed their system to accommodate this situation of account closures. Based on statistics, I am sure there were many more, but likely never complained.

I have made several calls to customer service agents to resolve the issue, but it has not resulted in any progress. One agent said that I should write a check for all but $5 to cover the monthly fee next time around (even though my account is closed!). However, after two months of maintenance fees, my account would go negative and I would be charged a $25 fee again. This is not a solution. So, I am now taking a different approach than what ACS Mellon recommended, by filing a formal transfer process with the other bank - Inland Bank HSA (which does not charge fees AND pays interest). The saga continues... will I need to make another complaint, or will it go smooth?Desired Settlement: A check refund of $32 so my account is closed for good!! This includes the $25 fee, and two months of maintenance fees $7 that I should not have been charged. However, I am forced to forfeit my time and effort to clear the issue. This includes phone calls, and missed interest and no fees at my new bank, Inland Bank HSA. This should have taken literally no time/effort at all!

Business

Response:

Please accept my apologies for any inconvenience and your less than positive experience with BenefitWallet. I can tell you that this scenario is not typical of our usual performance and to our goal of keeping our clients as our main focus.Your account was in the process of a Trustee to Trustee out distribution when the check was returned. The process on account distribution was correct, however, our agents were unaware of the group trustee which was in progress.As a measure of our good will the $25.00 fees posted on your account will be reimbursed within 10-15 business days.

Review: I have previously filed a complaint through the Revdex.com reference this companies fraudulent activities. Since finally receiving my HSA Debit Card and activating it, I have already used it to pay for medical bills and had no problems. On March 13, 2014, I had a chiropractor appointment and upon trying to pay my $23.00 bill after the appointment was finished, it returned "declined". The secretary at the chiropractors office attempted to run my HSA Debit Card again, but it returned "declined". I went ahead and paid for the bill out of pocket with my personal bank Debit Card and called Benefit Wallet to see what the problem was. Upon listening to the automated voice system, it informed me that I had over $800 in my HSA account and that the account was open. I spoke with a representative, who did what every one of them has always done, and that is blame everyone but himself. He blamed my chiropractor for this issue and said their card machine must not be IRS compatible and HSA cards cannot be used. I informed this person that I have used my HSA card for this chiropractor every time I've been there and that I have been going there for over a year. He got mad and replied with "but have you used this EXACT card?" I replied that I had, in fact, used this exact card on January 20, 2014 and he said "oh... I do see that.... well they must have changed their credit card processing system and can no longer process these". I finally got upset with this customer service rep and hung up. Later on in the evening, I went to my personal bank and used my HSA Debit Card in the ATM and tried to withdraw money to reimburse myself for the bill. I used my PIN number and chose the amount I wanted to withdraw. The ATM returned my HSA Debit Card and stated "invalid card". I have checked my account on Benefit Wallet's website and see where it says my Debit Card is active. It says my card was my card was mailed to me on January 24, 2014, which is incorrect.Desired Settlement: I want these issues documented with the Revdex.com and for the Benefit Wallet company to end their fraudulent activity towards their customers. I request a phone call from someone in the Corporate Offices of the Benefit Wallet company to tell me how these issues are going to be resolved for myself and prevented in the future.

Business

Response:

We apologize for the inconvenience during this transition from Master Card to Visa. We are working closely with the vendor to determine the root cause of the issues with Visa. Members have several options to access their funds including direct pay and checkbook options. If you need additional assistance, and for the security of your account, you will need to speak to customer service at [redacted]

BenefitWallet Operations

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: If I could click "All Of The Above" for the nature of my complaint I would. I need to get the card that I was issued 4 months ago to purchase things for my health. I have to continue dipping in my wallet to purchase these things because I was supposed to get my debit card so long ago and it never came. I have called requesting my HSA card and I have been unable to login to my account for quite some time. Customer Service was not helpful and I need to get my card. Then I go online to create my account with the information that customer service provided and I'm STILL unable to log in and access MY MONEY that they have. If I don't get this money soon, I'm getting a lawyer and I'm going to take legal actin against the business. Please help!Desired Settlement: Just send me my card within 5 business days and I want someone from corporate to call me and get me logged into my account so that I can access my money.

Business

Response:

Please accept my apologies for any inconvenience and your less than positive experience with BenefitWallet. I can tell you that this scenario is not typical of our usual performance and to our goal of keeping our clients as our main focus.Our records indicate a payment card was processed and sent overnight deliver via [redacted]. Additionally, agents have made several attempts to reach you with this information. Please request to speak to a Contact Center Manager at [redacted] for additional questions.BenefitWallet Operations

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Yes they contacted me today and I returned the call and I am satisfied unless I don't get my card. Thank you.

Review: It takes 7 business days to "electronically" transfer money into the BenefitWallet Health Savings Account (HSA) from a checking account. They withdraw the money from you checking account on the first day, but then don't deposit the funds into your HSA account until 7 business days later.Desired Settlement: An electronic money transfer should not take 7 business days to complete.

Business

Response:

The process to transfer electronically does in fact take 5-7 business days as noted on the member website. Unfortunately, this process is in place to prevent loss due to fraud by our 3rd party vendor who initiates the pull from the members account. At this time we are looking into a quicker method to process within a shorter timeframe. We apologize for the inconvenience during this transition, members may also submit a check or have their employers fund via ACH.

Had account through my employer. Customer support is very bad. They do not include my account# at provider because of they did not got reimbursed in to my account. Because of it my account went in to collection. Payment are generally paid very late.

Review: I have an HSA account with this firm. On 9/9/13, I paid a bill online in the amount of $196. At that time, my Available Balance had enough funds to support this transaction; I never would have submitted it if not. The bank agrees that I had $243 in my available balance at that time, which was more than needed to cover the $196. I noticed on 9/19 that my HSA account had been debited $25 on 9/18 for insufficient funds. This did not seem correct to me since I knew I had submitted the transaction when I had sufficient available funds. On 9/19, I spoke with two reps (was inexplicably disconnected from the first after 25 mins) who stated there was a check outstanding that had since paid which is why the $196 check bounced. I asked then why did the Available Balance appear to have enough money to support this transaction? I did not get a satisfactory answer, and neither rep could define the difference between Current or Available balance (nor is this clarified on their website). I asked the second rep what to do about the initial $196 check, b/c obviously the vendor needed to be paid, and she said I would need to create a new transaction to pay that bill, once this situation was resolved. However, the very next day I noticed my account had a negative balance, as the $196 check had processed again (which I was not told would happen; rather, she told me to wait until this was resolved; phone records would support this). I was charged a second $25 fee.

Since this initial call, I have spent hours and countless phone calls trying to get the total in $50 fees reversed. I don't have enough room here, but I have a 4 page Word doc on which I am documenting each and every call. I get different information depending on who I talk to. Their reps appear untrained, offer misinformation, tell me they will call me back then don't, and have not been helpful in resolving my issue.Desired Settlement: Their position is that I should have known by what was presented on their website that there may be transactions in progress that would decrease my Available Balance, however nothing on their site today supports this claim. It references that it will take some time to decrease your account balance, BUT what I maintain is that any educated user would assume this means your CURRENT balance, not your AVAILABLE balance. Industry standard definition is that AVAILABLE balance accounts for recent transactions and truly is what is available to you at that time. On this site, it does not work this way and therefore this is misrepresented on their site. Their own reps cannot explain this distinction. This has already cost countless hours of my time and I have to think they have spent well over $50 in their own employees' time on this issue. I want them to do the right thing and refund my $50.

Business

Response:

As a one-time courtesy ACS/BNYmellon HSA SOLUTION has reversed fees on the account which were incurred due to insufficient funds. Additionally, it is the members responsibility keep track of all paid, pending or not yet debits made by check or debit card transition. Balance information can be found on the members website, statements, and IVR for up to date balance information.

HSA Operations

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I accept the credit of $50 in incorrectly charged fees to my HSA account.

Regards,

Review: Benefit Wallet is given a set amount of monies from my employer, '[redacted]'. Without my consent and without my knowledge the money in this account went missing and my account was closed. I have made repeated efforts to cooperate and give this company the information needed to reopen and correct this unjust act. REPEATEDLY sending them information and getting nowhere.

Yesterday I spent $19.99 to courier the information "again" and making sure someone signed for it as proof this time.

Today I received a message that if I do not sent an electronic deposit "today" then the account will be closed again. Then I call and they say I have 24 hours. UNFAIR, UNJUST, AGGRAVATING, and INCONSIDERATE. I am not the one supposed to deposit the monies ! IT IS INSURANCE MONEY from my employer !

I am wondering if this is a practice to scam people out of money and also wondering how many others have been done this way.

I am MAD, Hurt, and feel like I have been robbed. My nerves are shot from months of fighting with them. Is this company committing fraud or embezzling money?

How hard is it to issue a person a card when they have proven repeatedly who they are and why do they close accounts without your approval or prior notification? Their answers keep changing and when asked to speak to a supervisor and for a number I am brushed off. When asking for a ticket or confirmation number we (my employer and my union representative) had to keep on pushing for a response. I was even asked for my full social security number which he didn't need. I had already given my name, date of birth, address, employer, last four digits of my social security number and reason for the call. TIRED OF THE RUNAROUND...I shouldn't have to fight to reopen an account that never should have been closed and that is rightfully mine! I WANT MY MONEY BACK! I feel like I was ROBBED!

NOTE: Complaint detail page of this is not all detailed.Desired Settlement: All my monies returned to my account or mailed to me in full. Reimbursement for the $19.99 spent to ensure results that I should have already had, better yet because my account should never have been closed period. If account is reopened I want a card sent to me asap. I want a formal apology from the Management of this company for all the tears and high blood pressure this has caused my to suffer from all this MESS. I also want to know why it is so hard to speak to a superior and no direct number to contact for complaints.

The money comes from my employer and they have been sending it to you in my name so why was my account not open? Someone needs to monitor who, what, when, and where about the money. Too secretive and hush hush or sweeping under the rug. Possible theft. Investigations need to be done.

Business

Response:

Please accept my apologies for any inconvenience and your less than positive experience with BenefitWallet. I can tell you that this scenario is not typical of our usual performance and to ourgoal of keeping our clients as our main focus. Your account is currently at an open status and funded by your employer on 9/3/2015; note that all payroll funding issues would need to be discussed with your employer since the process is self-service by employer direct. Additionally, your documents to update your name were received and processed on 8/28/2015. If you have further questions or need assistiance on how to make a post tax distribution you may speak with an agent at ###-###-#### or you may create a claim to reimburse/liquidate your account on the member portal at [redacted]BenefitWallet Operations

Review: I closed my health savings account in December of 2014. I still have not received my $550 from them. I have spent countless hours calling and every time I call they tell me they are still working on the problem. It has been over 6 months since I closed my account, and I want my money from them.Desired Settlement: I want my health savings account funds from them.

Business

Response:

Please accept my apologies for any inconvenience and your less than positive experience with BenefitWallet. I can tell you that this scenario is not typical of our usual performance and to our goal of keeping our clients as our main focus.The member's original check dated 2/20/2015 was reissued on 6/17/2015 to the address on our records. If the member still has not received the check it is advised to contact customer service for a replacement check or self-service via member portal.BenefitWallet Operations

Review: I would like to make an official complaint about the customer service I received from the Mellon Bank with my HSA account. In November I called about a debit card that I did not receive. At that time I was promised that a new card would be sent out and a follow up call made to me to check it was received safely. I never received a call. I called again in January to inquire about my card. I was told it was sent out but I explained that I did not receive it. I was promised an internal investigation to make sure the card was sent to the right address. In the meantime I was told I would be sent another card. I refused stating that before a third card is sent there should see where the other two went.

I called back again and there was no answers. I asked to speak with a supervisor and was told I would get a phone call back in 24 hours. I asked ot speak to a US representative and again was told it would be 24 hours. I held to speak to a supervisor and all she could tell me was that she would send another card out but they were delayed. I again asked about the security of the account as there were two existing debit cards which had not gotten to me.

In the end I terminated my account and will move my money to another bank.

I have never had such a terrible experience in my life from a US bank.

In all I called at least 4 times and was promised a call back each time. I NEVER received one call back. I expect more from Mellon Bank.

I did ask for a US representative to call me back. I NEVER got a phone call back

I emailed a complaint and NEVER got a response.Desired Settlement: I would like to talk with someone so Mellon can understand the terrible customer service their are providing.

Business

Response:

This account was closed in March of 2013. This complaint is aged and may have been responded to at that time period.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The reason the account was closed was because of no response to the complaint. Upon closing the account ti was asked the reason and I explained in detail and asked for someone to call me and until this date no one has contacted me.

Thanks

Regards,

Business

Response:

We apologize for the misunderstanding and the rejection made by Mr. [redacted], however this account was closed and all funds disbursed in March of 2013. Any attempt to request account fulfillment such as a debit card after an account has been closed would be denied. This former member's issue was stemming from a debit card issued in 2012. Since the former member is no longer a participant of BenefitWallet no further action will be taken from our product.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I am not asking for the company to issue me with a new debit card.. I am asking for the company to respond to their terrible customer service and acknowledge the seriousness of the issue which has not been addressed. I closed the account because of a serious lack of security and a cavalier attitude to customer service. I was forced to contact the Revdex.com because the company refused to return my call or address the complaint initially. How convenient for them to say that I am no longer a member and they can do nothing. I continue this process because I do not want other people receiving the same lack of service.

Regards,