Health Savings Administrators

Revdex.com: I have been contacted by the business in reference to complaint ID [redacted] , and they have corrected the problems with my accountsThey were cordial, attentive and understanding of my concerns Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI have received my statementIt would also be a good idea to give customers a time frame in which to retrieve statements themselves online after account closure, and/or alternatively ensure that the final statement is automatically sent via postal mail Regards, [redacted] [redacted]

I am researching the complaintThe caller's experience with the transfer between operators does not fit with our process here at Health SavingsWe have had a very high volume of phone calls, but do not typically transfer to other operators or refer to outside numbersI need to gather more information; I will then respond to bioth the clinet and the Revdex.com Thank you, [redacted]

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted] ***

We regret that we did not respond to Ms [redacted] ’s emails regarding her transfer outThe agent with which Ms [redacted] was corresponding left HealthSavings in late July 2017, and, unfortunately, the rest of Ms [redacted] ’s emails were never received.In light of this occurrence, we’ve put some additional measures in place to ensure we receive and are able to respond to all customer email correspondence:• We now require that all customer service emails flow through our customer service email systemAgents are no longer allowed to respond to customer service inquiries through their [redacted] business email, as we lose the ability to track responses through [redacted] .• For emails that flow through our customer service email system, we now generate regular reports alerting us to unread emails• For emails that flow through [redacted] (which will no longer include customer service emails), as a standard of practice, we now generate an automatic email response for a period of time for any employee who leaves HealthSavingsThe response indicates that the employee is no longer with HealthSavings, and provides alternate contact informationWhile we are truly sorry we weren’t able to serve Ms [redacted] , we do appreciate the opportunity to evaluate and improve our customer service email processesAdditional details are provided below:• 5/26/2017: Ms [redacted] sent an email regarding the fee to transfer to another custodianA HealthSavings agent replied to this email on 5/30/confirming fee of $**The HealthSavings agent, however, responded from her [redacted] business email—outside of our customer service email system, which includes the ability to track unanswered inquiries.• 5/30/2017: Ms [redacted] sent a subsequent email directly to the same HealthSavings agent regarding the timeframe for transferring to another custodianThe same HealthSavings agent replied to this email on 5/30/confirming timeframe of 4-weeks.• 6/2/2017: Ms [redacted] sent an email asking how to initiate the transfer outThe same HealthSavings agent replied to this email on 6/2/2017, confirming Ms [redacted] would need to complete the transfer/rollover form from new custodian and submit to us for processing.• No email correspondence from Ms [redacted] sent after 6/2/was received as the emails were sent as replies directly to the HealthSavings agent, who had since left the company.• 7/19/2017: The customer’s transfer out, initiated by paper form, was processed by HealthSavings.• 11/13/2017: HealthSavings received a Revdex.com complaint alerting us to the situation.• 11/13/2017: A HealthSavings customer service manager called and left a voicemail for Ms [redacted] , conveying our sincere apology and explaining what happenedThe same manager also sent an email with contact details and a copy of the Ms [redacted] ’s final statement she had requestedThe statement was also mailed as a courtesy

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] @richmond.Revdex.com.org Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: This solution is absolutely acceptable to meMany thanks to the managers who organized it [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: After my complaint to the Revdex.com, the HealthSavings Administrators did contact us My wife did have a prolonged conversation with them and they did address some of our issues For the moment I think my complaint has been mostly resolved I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted]

Thanks, They finally closed my account and sent me a checkSo you can close the complaintThanks for the helpyour contact with them got things going

We are reaching out to the account holder todayWe will assist with web access and unlocking of her account. To address the issue we have added phone lines and staff in addition to revising our phone queue menuHold times were excessive and some customers did get cut off at minutesWith
the changes we have made, we have reduced the abandonment rate by 80% in the past weeks

I am researching the complaintThe caller's experience with the transfer between operators does not fit with our process here at Health SavingsWe have had a very high volume of phone calls, but do not typically transfer to other operators or refer to outside numbersI need to gather more
information; I will then respond to bioth the clinet and the Revdex.com
Thank you,
*** ***

I have reached out to Mr*** by phone and provided my direct number so that he may easily contact meWe are attending to his complaint and will reply to him as soon as we have gathered the necessary information

[A default letter is provided here which indicates your acceptance of the
business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [email protected]
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
After my complaint to the Revdex.com, the HealthSavings Administrators did contact us. My wife did have a prolonged conversation with them and they did address some of our issues. For the moment I think my complaint has been mostly resolved
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI have received my statementIt would also be a good idea to give customers a time frame in which to retrieve statements themselves online after account closure, and/or alternatively ensure that the final statement is automatically sent via postal mail
Regards,
*** ***

We have spoken with *** *** *** about her accountIt was reopened due to a reoccurring contribution that she set up but that should not have occurred after she closed the accountWe explained that the error occurred because of a system problem. The money is being returned to her
immediately and will post in her personal bank account in hoursNo fees were charged, nor would they have been charged in this situationThis confusion appears to have been created by a misunderstanding by our representative, for which we apologized.The account holder has indicated she is satisfied with the outcome

We are reaching out to the account holder todayWe will assist with web access and unlocking of her account
To address the issue we have added phone lines and staff in addition to revising our phone queue menuHold times were excessive and some customers did get cut off at
minutesWith the changes we have made, we have reduced the abandonment rate by 80% in the past weeks

I have attempted to reach out to Mr***He did not answer, and I was unable to leave a messageI reviewed his contact history with us and saw that our call center supervisor had spoken with the customer on 1/7/16, three days after the initial complaintIn response to the requested remedy, we are adding additional staff to reduce wait time for calls and we are adding additional supervisory staff in an effort to improve the equality of information and service we provide

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
I have been trying to close my account for two monthsThese people refuse to send me my moneyI'm afraid they are going out of businessI filed a Revdex.com complaint with you in September (***) Health Saving Administrator said they would honor my request and you closed the fileThey still have not sent me my moneyClose my account and send me my money

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:     After my complaint to the Revdex.com, the HealthSavings Administrators did contact us.  My wife did have a prolonged conversation with them and they did address some of our issues.  For the moment I think my complaint has been mostly resolved.
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]