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Reviews BenefitWallet, a Xerox Solution

BenefitWallet, a Xerox Solution Reviews (60)

Review: My complaint is with Benefit Wallet who has my [redacted] account. This account #[redacted] has been closed but a $1250.00 direct deposit was sent to this account # by mistake. My wife and I have a family [redacted] with this same bank but a different account #. Thus transaction was made from our [redacted] in NC to Benefit Wallet on May 1, 2015. I contacted Benefit Wallet 3 days later re the mistake and was told the direct deposit would be sent bank to the bank acct from which it came from. 45 days later, still had not been redeposited into our credit union acct. I called again and was told it could take 30 days or longer and they could take their time doing it. I called again 10 days ago and was told by the customer rep that she saw the problem and would get back to me within 48 hours. I called yesterday on 6/30/2015 and was told the same thing. They would get back to me in 48 hours. I have filed a complaint with the [redacted] and will also be advising [redacted] of the problem we are having with this company and getting my $1250.00 sent back to our bank. I checked with our credit union and they could not help us and suggested filing a complaint with NJ Revdex.com. This has been over 60 days. According to the closed acct info online, the deposit is "pending" which I take to mean it has not been deposited and can be sent back to our credit union acct. We need this money to apply to health care costs. Thank you for your assistance.Desired Settlement: Our $1250.00 sent back to our credit union acct. Which Benefit Wallet has the information for.

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 following Ticket#[redacted] has been created and your funds will be credited back within 7-10 days.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.

I will advise Revdex.com if Benefit Wallet does follow through with this solution. Benefit Wallet had assigned Claim I.D. #[redacted] but never received the direct deposit mistakenly made to a closed account in the amount of $1,250, back from Benefit Wallet.

Thank you for your assistance and I will keep you advised.

Regards,

Review: I have been requesting a copy of a cancelled check from this company since the beginning of August 2015. It is October 8th and still after repeated phone calls have not received the copy of the cancelled check I need.

I have been told twice a supervisor would call me back about the issue.

I have had no return calls.

I am very [redacted]et that they have made no attempt to rectify this issue.

The cancelled check I need is check # [redacted] cashed 07-27-15 amt $ 400.00.

It can be faxed to [redacted] attn: [redacted].

Thank you,

[redacted]Desired Settlement: I would like a supervisor to call me at [redacted],

and a copy of the cancelled check to be faxed to me.

Check [redacted] cashed 07-27-15 amt $ 400.00.

It can be faxed to [redacted] attn: [redacted]

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 your check image was emailed and mailed via [redacted] and delivered on 10/09/2015 at 10:15am.

Review: On July 8th I tried to use my card at my doctor office and it was declined. I called the customer service number and was informed that my balance was $0.00. We discovered that there were 5 fraudulent transactions done on the 2nd of July that drained my account of $1500.00. I was told that the Investigation Department would mail me the forms to fill out to begin the investigation. I should receive them within 48 hours. I did not receive them and called again on 7-14. I asked them to email it to my work and again was told it would take 24-48 hours. Once again I did not receive it. Called again on 7-17 and was told they would overnight it to my home. I still didn't get them. I called on 7-23-15 and asked to speak directly to that department and was told that the department did not have a direct number. Gave them my personal email and was told it would be expedited. It is 7-28 and I still don't have the forms and the investigation has not begun to refund my money into my account. It's a pretty cut and dry case that the charges are not mine. I am very upset that there is not a better safety net in place for this Health Savings Account. No one should be able to spend $1500.00 in one day and it was spent at department stores. I can only use my card at the doctor office and pharmacy I use. There should have been some sort of alert. I can't even get a number other than the customer service number to call.Desired Settlement: I need to receive the forms to fill out so the investigation can begin for me to get my money refunded.

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.A Dispute Form for fraudulent charges has been emailed to the address indicated on the Revdex.com Complaint.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.

I received the forms after the 8th phone call to the service center on 8-5-2015. I stayed on the line for 25 minutes until the representative was able to tell me that she would contact me as soon as the forms were emailed to me hopefully by the end of the business day to make sure I received them. I received them on both emails I had provided and the CSR did make a phone call to me. I'm still disappointed that it took eight phone, being frustrated each time and reporting the action to the Revdex.com as well as threatening to contact the Attorney General to receive the service. I faxed the forms today and I also mailed them, not trusting your company's communication methods. I am a very patient and low key person but this situation was very stressful and trying for me. I hope the matter is resolved quickly.

Review: The company culture seems designed to maximize the amount of fees and charges it can impose on customers. I am trying to close my account and disperse the remaining funds. I put in a request to do so around March 22nd, knowing that a monthly maintenance fee would accrue on April 1st (long story in itself). The dispersal request was not processed until April 2nd. My requests did not prevent the monthly maintenance fee from being assessed, which in turn left me with insufficient funds for the dispersal request (which was for the full remaining balance). This in turn resulted in an additional $25 charge for insufficient funds and the rejection of my dispersal request. I am still (as of June 23rd) waiting to receive my funds, preferably the amount inclusive of the April fees. As additional evidence for their corporate practices, I did manage to have my account closed (but not the funds dispersed) while also appealing the insufficient funds charge. After an account is closed, the holder has 2 months to withdraw the remaining funds or else be charged an additional maintenance fee. I was told when I filed the appeal that the process could take at least 6 weeks and so the 2 month window would be tolled during the appeal. 6 weeks later, I called to check on the appeals decision (denied) and told that the 2 month window had been running and I had less than 2 weeks to get my money out before being charged again (now go back to the beginning of this and see why I think 2 weeks is not enough time to avoid being hit by charges yet again).Desired Settlement: I just want my money.

Business

Response:

A review of your account shows that you agreed to the terms and conditions associated with your HSA on August 2nd, 2013 via the website; subsequently, a welcome kit was mailed to you that included a Master Signature Card, Deposit Agreement and Disclosure Statement, and the Fee and Rate Schedule associated with your health plan. In addition, our Fee and Rate Schedule is available online for viewing at any time.

We have complied with your request to refund the Non-sufficient funds and Monthly Maintenance fee. As such, a check for $55.12 is scheduled to be disbursed on June 27, 2014 to your address on file. You should receive this within 5-10 business days.

Although we recognize that you may not agree with the fee schedule, the fees have been applied and accepted by each participant under your health plan and employer. Please accept my apologies

for your less than positive experience with regard to your HSA.

If you have any questions or require additional information regarding this matter, please contact BenefitWallet Service at 1-877-472-4200.

Business

Response:

The amount disbursed on 6/26/2014 was $75.12 which includes the NSF and monthly maintenance fee. We hope this satisfies your inquiry.

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: I transferred via [redacted] $6,550 into my [redacted] account for 2014. I over contributed for 2014. Benefit Wallet claims they tranferred the money back via [redacted] to my checking account. I never received the money and they are unwilling to help me any further.Desired Settlement: I want my money back.

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 an [redacted] reversal in the amount of $6550,00 was initiated on 5/15/2015. If you need additional information please contact our customer service department at ###-###-#### and request to speak with a Team Manager or Operations Manager.BenefitWallet Operations

Review: I have been dealing with benefit wallet since January 2014 in the attempt to reopen a closed account. The short version involves a dispute between myself and benefit wallet, as I called back in 2012 to close the account, and was told it was closed. I never heard anything until I had to reopen the account in January. I was told it was closed due to overdraft and a request would have to be made to determine if the account could be reopened. It has been an exhausting process, as every single customer service rep I have spoken with since January has given me incorrect information, therefore delaying the process. I was finally told the amount I owed was $106.15 and it would need to be paid by money order. I initially disputed the charge as it did not make sense nor match what I was told back in 2012. I was told by the rep that I had a choice to pay the money, but if I didn't pay they wouldn't open my account. Of course the money was sent in with the correct paperwork and returned because it needed to be a certified check. Again paperwork and a certified check was mailed in and the account was finally reopened as of April 10, 2014. Throughout this process, I have made numerous phone calls to follow up and each time was told the waiting period was longer than what was initially stated. I have requested mangers to call me regarding this issue and never received a call back. I filed a written grievance with the company and that was also ignored. All the while, I have been unable to access the money contributed by my agency as well as my own personal contributions, therefore, unable to pay my medical bills. The complete disregard for customers is appalling and the treatment has been even more disgusting. I was finally able to demand to speak to a manager and they also were also completely disregarding of my concerns. I have asked to speak to the Operations manager, as I have been told they make the decisions, and I was told no multiple times with no explanation.Desired Settlement: I am honestly not even sure how my request for a settlement fit into a category. I am appalled at the treatment and the extremely significant delay in accomplishing the task of reopening this account. I am also looking for a better explanation of how it seems that I owed $106.15, as the information obtained my customer service in 2012 provided me with a different account of what money was left to pay remaining medical bills. I also expect that customer service reps be trained with a standard of practice that ensure customers are not given incorrect information multiple times over. I also hope that no one else has to experience this aggravation moving forward. The deceit in being told items are in the mail and never arrive, or that a request has been made and never was, or even that you are told that charges will not be applied and then they are.

Business

Response:

We apologize that your experience with BenefitWallet has not been a positive one. Unfortunately, I am unable to pull your information in our systems without an account number.If you are interested in resolving your issue you may contact me directly at [redacted]Regards,[redacted] Sr Operations ManagerBenefitWallet

Review: Benefit Wallet, formerly known as HSA at Mellon Bank made me jump through hoops to re-open my account. On Tuesday, October 1, 2013 I tried to use my HSA card to buy my prescription. Embarrassing me, the clerk told me my card was declined. I called Benefit Wallet at [redacted] to find out what happened and they told me my card was closed due to inactivity. Errorneously on their part I might add. Every two weeks I have direct deposits into my HSA account, obviously making it active. On one occasion I was told it would take 24-48 hours to re-open my account. That never happened!! Here we are on Friday, October 4, 2013 and Tricia their "escalation manager" told me it will take another 24 - 48 hours or 3 to 5 business days. Not only should I be reimbursed my monthly fees for September but I should also receive NO MONTHLY FEES for the remainder of the year 2013 until January 2014, due to time loss, gas loss and mental anguish.Desired Settlement: Monthly fees refunded for the monthly of September and no monthly fee until January 2014.

Business

Response:

The members account

has been credited a monthly maintenance fee for the month of September. The

member must have an active account in order to comply with Federal banking

policies and our product policies. For additional details the member should

review the Disclosure Agreement which was provided in the welcome kit or on the

member website at www.benefiteallet.com

The members account is currently at active status no further action necessary.

Review: I have an HSA account through this company. I used the money to pay medical expenses down to a $0 balance. They added fees after the transactions were originated from their website. I called to close the account. They said they are going to bounce a check which will incur additional fees on my side in order to extract their additional $3.25 fee. They will also add an additional $25 fee for insufficient funds. Then they will send me a check for the difference. Instead of paying my medical expenses. I do not think this was what the new Healthcare Act had intended... for them to extort fees for the bank instead of paying the medical professionals!Desired Settlement: Drop the $3.25 charge and pay the medical provider.

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 typicalof our usual performance and to our goal of keeping our clients as our main focus.Multiple fee reversals have been posted to your account on 11/4/2014. Please contact [redacted] for your most current balance or visit us on the web at www.mybenefitwallet.com.Regards,BenefitWallet Operations

Review: I have $1845.51 in my account with Benefit Wallet. I tried using the debit card that I had but was told that the card is invalid. I made phone calls on 3/27, 4/22 (talked to Lynn), and 4/27(talked to Robert and [redacted]), each time I was told the card would arrive in 7-10 days. The card finally did come on 5/9 but when I used it, only 61 cents would go thru, and the remainder was insufficient funds (tried to charge $100).

On 5/11/15 I talked to [redacted]. He promised that I would have access to all my money and he would call back to let me know what the problem is. He never called back and the debit card still does not work as of 5/16/15.Desired Settlement: I would like to be able to use my money ASAP. And I would like Benefit Wallet to pay any over due charges that will occur if this is not resolved immediately.

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.According to our records, you currently have an acitve debit card on file as of May 12th, 2015. If you need additional information please contact [redacted] and request to speak to an operations manager for assitance.Thank you

Consumer

Response:

I am rejecting this response because:

The phone number they gave me to call is the number that I have been calling. Twice I asked to speek to managers and I spoke to [redacted] and [redacted]. They both said that they would call back and never did so I don't expect to get a different result if I call again.I tried to use the card on 5/11 and only 61 cents was available for me to use. I called the phone number they gave me in the response, asked for a manager and talked to [redacted]. He said that he would look into it and call back when it was fixed. I never heard from him again. On 5/15 I tried to use the card again and it did not work.I have been embarrassed twice by having insufficient funds while trying to pay a bill, even though I had more than enough to cover it, but Benefit Wallet will not give me access to my money.

Business

Response:

Please accept my apologies for any inconvenience and your less than positive experience with BenefitWallet. A new branded debit card has been requested and will be sent overnight delivery within 3 days.

Review: I contributed to a Health Savings Account through my current employer in 2014 and it rolled over. My company transitioned to Benefit wallet for managing this account in 2015. I have been requesting a debit card since January 2015 and still do not have one. I have spent hours following up and trying to escalate the issue with no luck. I just keep getting told it is being escalated and someone will have to call me back. I can't easily access my funds when I need them and end up paying out of pocket and submitting for reimbursement from their website because I can't seem to get anyone to help me in obtaining a working debit card.Desired Settlement: I want a working debit card. I have already tried to resolve this issue repeatedly on my own for 3 months. I also think someone at the company needs to know that their existing process is broken and escalating an issue is impossible.

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. Ticket [redacted] was created with our vendor to to prioritize to lift your suspension from your current FSA card and order a new debit card.-BenefitWallet Operations

Review: After notifying the company serveral times over several weeks, they provided no assistance for my request. I transfered funds from an account with the company to another account. My account was closed and funds debited from my account; however, the funds never appeared in the new account. I called 4 times requesting either a copy of the cashed check or verification that the check was not cashed. After contacting them I was given conflicting information and was never given the requested information. During the time that my HSA funds were unavailable, we had many medical expenses including the birth of a child, an emergency room visit and other minor expenses. These were all paid out of pocket because the HSA funds were not available.Desired Settlement: I desire a copy of the cashed check or notification that the check was not cashed and a new check sent to new account.

Business

Response:

The members new custodian cashed the members trustee check on 4-10-13. A copy of this check was mailed to his custodian and a second copy of the endorsed check will be emailed on 7/8/2013 to the address on file with BNYMellon HSA. The member should contact his new custodian and dispute the deposit.

Consumer

Response:

I am rejecting this response because:

The check was not cashed by my new trustee. It was cashed by a third bank, which is evident by the name and account number printed on the back of the check. This name and account number on the back of the check does not match the name to which the check was addressed. When mentioning this to the BNY Mellon representative, she offered no further assistance and said to contact the third party bank. This is reflective of BNY Mellon's lack of customer service and attention to detail up to this point.

Business

Response:

On August 14th BNY received the notarized affidavit from [redacted]. The affidavit was sent to the receiving bank (USB) by BNY Fraud Team and are currently waiting for the funds to be received.

Consumer

Response:

I am rejecting this response because:

I still have not received the funds.

Review: I've received a letter from the company stating I have money missing from an old HSA account (walmart) and I will need to update my address to receive my disbursement check. I've called since July 2015 and was promised to wait until 20 days. I've waited and in August still nothing. I called and was promised it would expediated and overnighted to me and that was lie. Then I was told the adress was never update. I provided the information again it is now 21sept15 and still nothing. I just spoke to a Michael at 1035am who promised again I will recieved a call back from a supervisor. I am utterly upset and would like to file a formal claim. I will be contacting the Revdex.com regarding this issue as well.

Also, I was provided with my account number to gain access online and 2 days later the access was denied and no emails or phone calls were returned.Desired Settlement: pay the full remaining amount due on my health savings account [redacted] to the correct address that I provided over 3 months ago

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 prior custodian (USBank) was contacted on 09/16/2015 and advised to reissue check in the amount of $300.89 from 11/13/2014.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I have spoken with countless of rep's stating the same, promising

to update the account showing my correct address > [redacted] # 272 < and still nothing.. I've pushed this issue

since June 2015 and haven't seen anything in the mail since and your company charged

monthly fees on my account which ultimately reduce the amount due. I’ve attached a print screen of the account which proves nothing was

taken place since 2014. Somehow my access was revoked after attempting to sign

in again. The address is corrected on file with the one I provided above.

Please escalate for a final resolution. Thanks!

Regards,

Business

Response:

We are sorry to hear that you are still unsatisfied with our customer service. Our records do indicate the following : Address on file with US Bank Financial (your prior custodian) [redacted]Date of disbursement for account xx [redacted] 11/13/2014 as indicated on your statement under transactions. Reissued checks do not appear on statements sinc ethe account is closed and checks are voided and reissued. According to your custodian USBank, the lastest check was sent on November 18th via UPS Tracking #

[redacted] Thank you

Review: I have been trying to resolve my issue with BenefitWallet for over 3 months and their customer service and operations team has still not been able to resolve my issue.

When I paid as lab claim over the phone using my BenefitWallet account, I was charged twice. Noticing that I quickly called the lab to dispute the duplicate charge. They denied charging me twice and suggest I call BenefitWallet. I did call BenefitWallet and filed a fraudulent case against the duplicate charge as it should not have gone through because I had close to a zero balance after the first charge went through. They were not able to explain how the second charge went through when I did not have enough funds in my account. After 30 days of filing the fraud charge I was credited back for the duplicate charge.

After receiving an adjusted explanation of benefits from my insurance regarding my lab charges, I qualified for a refund from the lab. The lab issued me a credit through the BenefitWallet credit card I used to pay for the charge and the same day I received the refund BenefitWallet stated that the lab charged me the same amount on the same day. This makes no sense to me and I have called the customer service to complain that this is a mistake. On one of the calls, customer service even called the Lab while I was on the line and the Lab said they only charged me once and credited my account once. I have filed another fraudulent case regarding my issue and have waited over 30 business days for a resolution and have not yet been able to do so. I want to know where are the charges coming from and when will I receive my refund.

I believe BenefitWallet does not do proper investigation of transactions like most credit card companies do otherwise they would be able to give me documentation that shows I was charged more than once from my lab. The customer care team does nothing and constantly refers to their operations team that also does nothing.Desired Settlement: I want my money credited back to my account and documentation of research by BenefitWallet. It feels like I have been disputing this issue for over 6 months when the initial charge went through. This is the worst HSA company I have ever dealt with and want an investigation done on this company regarding their methods of reviewing fraudulent charges. It does not take a credit card company months to review transactions and send me a letter explaining the outcome but it take BenefitWallet this long. Something is clearly wrong with their process and these issues will continue to happen unless something is 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 our goal of keeping our clients as our main

focus. As of 11/3/2015, the members vendor posted the missing credit which was deducted from her account in error.

Review: I changed jobs in November 2014. When this happened, I was informed that I had to contact B[redacted] to request a new HSA card, as my previous card was through a different company that contracted with my employer. I requested a card late Nov or early Dec 2014. I did not receive it. I followed up with the company in January and was told that it would be sent out and that the error was not on the customer service side, but rather, "in processing." I waited and did not receive it. I, again, followed-up and spoke with someone who told me the same thing. I requested to speak with a supervisor. I spent over 20 minutes on hold and then hang up in frustration. The "escalation expert" called me back and said she would request a new card. She also said she would call me back that Friday. She did not call me back. I called the company again and was told that the card had been mailed out and I would receive it in 7-10 business days. It took longer than that, but it did finally arrive. Now, embarrassingly, it has been declined at 3 different places of business. I called the B[redacted] and was told that it was because I had not activated the card. I told them that was not correct. I explained that I had, in fact, already activated the card. But they told me to do it again, so I did. I reactivated it 3x. My card is still being declined. I attempted to purchase a prescription last night to test their theory that I had failed to activate it properly the first time. The total was only $1.26. The card was not declined this time. Instead, it processed for 1 cent of the transaction. I have sent messages via the internal msg system. I have also sent an email. I have filed a complaint with the company via telephone as well. Now I am being told that the card is being declined due to insufficient funds. My HSA has over 2000 in it and it was declined for a $1.26 purchase.Desired Settlement: I need access to my funds immediately so that I can pay bills, schedule appointments, etc... I need my card to be properly activated. I need a formal explanation and formal apology for the poor communication, long hold times, unwillingness to transfer me to a supervisor, and embarrassment of repeatedly being told my card was declined. I cannot pay out of pocket, I have no checks, and the companies I owe do not have online payment options. I need the company to look into their business practices to ensure that they are not preventing people (like me) from receiving necessary medical care).

Business

Response:

Please accept my apologies for any inconvenience and your less than positive experience with [redacted]. 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. Originally, your debit card was declined because it was not activated, however the balance on the card was not updated corretly on our systems and will be updated for usage within 48 hours.

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 somewhat satisfactory to me. I was able to use the HSA card today, which means that the company did live up to their promise to resolve the system error within 48 hours. However, I am disappointed that the apology was an attempt to explain away any errors made by the company. A better apology statement would have been, "I am sorry for the inconvenience. The goal at our company is to provide excellent customer satisfaction and we strive to keep our clients as our main focus. I am sorry that your experience with our company fell short of your expectations and fell short of our company's goals."My sister is in the process of obtaining an HSA card from [redacted] since she recently changed jobs as well. I am interested to see if she receives her card (and access to her funds) in a more timely manner, as she has already had difficulty with their customer service department.

Regards,

Review: I have a HSA account with this bank. In March 2103, I checked my balance and found out that there was a fraudulent charge of $718.37 on 1/28/13 to my account. The fraudulent charge was in Bronx, NY while I was in Dallas, TX on that same day. My balance on that day was $718.37 and this charge cleared out my account. I called the bank and report the fraud. The bank credited the money to my account and asked me to send them the affidavit form for their investigation. I sent in the form late, then they took back the amount they credited to my account. I called so many time during April and May. The customer service person told me it would take them 30 day max to do the investigation and put back the amount in my account. I waited more than 30 days. I called again in Jun, they said that I have to wait 30 days again. I also got the letter from the person named [redacted] saying that if I have any question regarding the investigation, I can call the customer service number. When I called and asked, those customer service people don't have the answer. I asked to have the phone number of the one who takes care of this case, they don't give out phone number and saying that the customer service number ([redacted]) is the only contact I have.Desired Settlement: I would like to know what kind of investigation was performed on this case?

I would like my money back to my account.

It already passed 30 days max. I need action ASAP

Business

Response:

Member reported fraud on 3/13/2013 for a transaction postingon 1/28/2013. Product policy is for members to report fraud within 2 billing statements and return affidavit within3 weeks. On the day member reported fraud, customer service emailed the member an affidavit to complete and mail within 3 weeks. On 3/19 BNYmellon HSA provided provisional credit until member's affidavit is received. The member failed to comply and return the affidavit within the allotted time frame. Provisional credit had been reversed on 4/22/2013 due to lack of compliance on the members part. On April 30th an incomplete affidavit was received and sent back to the member to complete. We have yet to receive an updated form. At this time we cannot fully investigate this case member needs to comply with Banking and federal policies.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I didn't know any thing wrong with the form until I got a call on 6/11 saying that I gave wrong card number. At the same time they gave back the form for me to complete. So they return the form for me to complete on 6/11, it's more than 60 days from the time they received the form. The card number on the form is a new number that they issued me after I reported the fraud. I tried to call many times at the customer service phone and no one told me what's wrong with form they always said that I need to wait for 30 days then I will have money back to my account after the investigation. They got the form at the end of April, and they saying 30 days the maximum days for them to response to me. I kept waiting and when it passed 30 days, I still didn't get the response until after I report to the Revdex.com.Recently, I got another letter from [redacted] saying that they denied the fraud claim due to untimely notification. The fraud was on 1/28; I submitted the claim on 3/18, it's still within 60 days and how could it be that [redacted] stated my notice was not made within the agreed 60 days period. This is so unfair. I'm in financial difficultly and I need my money back.They claimed that I didn't notify within 60 days which I did. They said they will response within 30 days which they didn't.

Regards,

Review: I am a 4-year customer, with no prior account issues. While banking online, I accidentally submitted 2 reimbursement claims to myself at a total of $98.73. This dollar amount was my error- a typo- but having submitted it online, I was not able to cancel that claim, neither online, nor by calling customer service. Customer service can not, or will not cancel claims.

Meanwhile, I had written a check to a service provider, a week earlier, from the same account, which was being cashed that same day. A Saturday.

Both checks, if cashed, would overdraw my account.

I received my reimbursement check in the mail, and did not cash it, which to me, and all other checking accounts, means that the $98.73 is still in my account.

Though the check has still not been cashed, the $98.73 was indeed taken from my account anyway. and thus overdrawing my balance, and charging me a $25 fee.

I tried to get this fee waived, on 2 occasions, and was denied, because I am not allowed to speak directly with the person or people making the decision. I must go through a "gatekeeper" and trust that they are actually submitting my claim. There is no place on the website to track a claim.

I was denied because I "agreed to the website conditions". I called to find where these conditions are located online, and could not be directed to them, nor were the conditions made clear, or asked to be accepted when I went to submit my claim.Desired Settlement: I would like the $25.00 fee waived, and reimbursed personally to me, by check, because I plan to close 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 token of good will for your loyalty as a member of BenefitWallet a fee reversal of $25.00 has been posted to your account. If you should need additional assistance, please email me directly at [redacted]; on the subject line please add Attn: Director [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.

Review: Statement of Review: "My dad subscribed to this life insurance company. Dad passed away 2-20-14. I have tried repeatedly to contact this company to stop the monthly draft and if possible get a claim. The primary # is a joke. No one - not even a machine answers that number. The secondary # is also a joke. A voice mail system picks up immediately but no one returns any calls. Their numbers were provided to me by [redacted] of [redacted] Bank. I have looked all over my father's house and I could not find any paper of that name or bearing that name. [redacted] did experience difficulty obtaining these numbers from the [redacted] Search Engine."Desired Settlement: Statement of Settlement: "Full access to any claims (if any). I would like their accessible phone#s and fax# and mailing address including email."

Business

Response:

We apologize in advance for any inconvenience and our sincerest condolences on the loss of your father. After reviewing the details included in this complaint the information provided may not be related to a [redacted] with [redacted] (formally known as [redacted]). In order to verify your fathers enrollment in a health savings account with our product and assist you accessing his account please contact me directly.

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: The practise of this company is to make the customer work very hard to avoid illigitimate charges.

It took 5 tortuous phone calls to obtain an ATM card and checks that were supposed to be sent when I opened my HSA account. Several of the calls were to avoid fines. I had to call twice to get an ATM card. When it finally came they claimed they were issuing me a second card and tried to charge me for it. I asked for checks three times. When they came I found they had charged me for a stop payment of checks they never sent.

DesiredSettlementID: No settlement requested - for

Order_Number: [redacted]Desired Settlement: See Complaint Text

Business

Response:

This account was closed August 2008; this item is aged and be sent in error.

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.]

[redacted], and find that this resolution is satisfactory to me.

Regards,

Review: ACS BNY Mellon is the trustee of my health savings account. At the beginning of this year, my employer changed the bank for the HSA to be used with our high deductible employee health insurance. Due to some unrelated distractions I had not come around to terminate my HSA at BNY Mellon and transfer its balance to my new HSA at [redacted] Bank. When I finally made the request to roll over my HSA, BNY Mellon threw an unnecessary road block to delay the transfer.

Claiming that my signature on the request form did not match the signature they had on file, ACS BNY Mellon denied my transfer request. When I called their customer service at 1-877-472-4200, I asked how they determined the signatures did not match ... since the interpretation of handwriting can be arbitrary. The woman I talked to could not answer my question, but then she also would/could not find a supervisor to speak with me (even though it was before 5 p.m. ET).

I doubt ACS BNY Mellon had much experience processing my signature, since I do not recall ever writing any checks under that account. In fact, I have not made any kind of withdrawal for over 2 years. When was the last time anyone there saw anything I signed anyway? I suspect this may be some kind of delay tactic in retaliation to my employer's switch to [redacted] Bank.

This causes delay in my payment for my health care. I consider their practice arbitrary and therefore unacceptable.Desired Settlement: I want the trustee-to-trustee transfer of my HSA to go through immediately without any further inconvenience on my part.

I want a copy of their so-called master signature card and written documentation explaining to me why they think the signature on that card does not match the one on my request.

Business

Response:

We apologize for any inconvenience the member may have endured. For security and

prevention of fraud, our operational team reviews the members disbursment form

with current signatures on file. If the members signature does not match we

require additional information from our members to confirm that the transaction

is in fact valid.

Our call center reps are limited and do not have access to

perform these types of investigation. They function as informational resources

only. Again, we apologize for the inconvenience however it is to benefit and

prevent identity theft or fraud on behalf of the member.

Review: The nature of my complaint against BenefitWallet is not very different from many others seen here on Revdex.com.org. The HealthSavingsAccount they are selling to employers and employees to pay towards medical expenses are virtually inaccessible. By which I mean it is just nearly 'Impossible' to use the money employers/employees to pay for medical fees or anything else. To use the money in an HSA account with BenefitWallet or BNY Mellon you need a debit card. Last time my wife visited a doctor she tried to use a BenefitWallet card it was denied and the reason we were told by an administrator was that it was expired. Which was strange because the EXP Date on the card was still current for another year. So we paid out of pocket ourselves and requested another card. That was on more than five, six occasions from spring 2015 to present. When I called their contact center listed on their website (https://www.mybenefitwallet.com/contact-us.html) the calls got rerouted to a call center in Asia. Then I was told the card is on the way several times over many months. And so the story goes. I called again recently after waiting and calling over 3 months and was only able to confirm that the reps at the call center/contact center had contacted the "Operations Center" in America but have had no feedback from them. I asked what the reason for the delay of issuing a card for my wife's account and they had no reason to tell me. It was very frustrating to have to call again and again for a simple request but it was like talking to a brick wall because the only thing the representatives at BenefitWallet's contact point could do was listen to my complaints and they would 'try' to contact Operations Center who was just continuing to ignore them and my request for a card that works. Benefit Wallet is taking account holder's money and denying them access. It's as if a bank would take a deposit and not giving them access. Do a simple research on Google and look up BenefitWallet scam.Desired Settlement: BenefitWallet charges fees for holding account holders' monies in their account. Even when we had zero access to the HSA opened we were charged these fees. To rectify this situation the fees need to be credited back. The debit card to have access funds need to be issued immediately and explanation given to account holders on why it was that so many people were locked out of their HSA accounts. Would also like to be contacted with an option to withdraw total funds plus charged fees that Benefit Wallet stole from account holders.

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. We are unable to research your request with the limited information found on this complaint. To better assist you, please email the BenefitWallet Operations Director at the following address: [redacted] Attn: Milagros Velasquez.BenefitWallet Operations

Consumer

Response:

Review: [redacted]

I am rejecting this response because: We have already been in contact with BenefitWallet by contacting them through general channels of communications. The situation has not improved. We are still locked out of the money account given to my spouse to spend on her medical needs. For the BenefitWallet rep to just throw me an email address (a very general one at that) to have me contact them is ludicrous. I will not just close this complaint with Revdex.com because I am given an email address. I would like for Revdex.com to mediate further between BenefitWallet until I am given a certain date that my wife's Health Scam Account debit card arrives.The rep in response could at least provide us with a direct telephone number to reach them. Again I would like to say that I have been going back and forth with their contact center over six months now. Over six months for them to give us a debit card to use our money. Also the rep is mistaken in stating that this situation is unique. Not just my wife but almost all employees in her workplace have experienced similar problems with BenefitWallet's HealthScamAccount. They are just holding and holding people's monies by denying people a way to have access to them. Even my wife's employer has tried to correct this issue with BenefitWallet/Xerox unsuccessfully. I cannot believe BenefitWallet can get away with these practices. I am sure there is a law against this. They have a call center in the Phillipines for account holders to call. Their headquarters in is Pittsburg or New York.

Regards,

Business

Response:

BenefitWallet was recently provided the following complaint which was listed outstanding with the Revdex.com. Our records indicate that your complaint was marked as rejected. If our records are still incorrect and the member of BenefitWallet requires additional support please email The Director of Operations at [redacted]We apologize for the negative experience you may have encountered with BenefitWallet.Thank you

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,

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Description: Banks, Insurance - Employee Benefits

Address: 500 Plaza Dr Fl 8, Secaucus, New Jersey, United States, 07094

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