Health Savings Administrators

We regret that we did not respond to Ms. [redacted]’s emails regarding her transfer out. The 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 system. Agents 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 HealthSavings. The response indicates that the employee is no longer with HealthSavings, and provides alternate contact information. While 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 processes. Additional details are provided below:• 5/26/2017: Ms. [redacted] sent an email regarding the fee to transfer to another custodian. A HealthSavings agent replied to this email on 5/30/2017 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 custodian. The same HealthSavings agent replied to this email on 5/30/2017 confirming timeframe of 4-6 weeks.• 6/2/2017: Ms. [redacted] sent an email asking how to initiate the transfer out. The 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 6/2/2017 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 happened. The same manager also sent an email with contact details and a copy of the Ms. [redacted]’s final statement she had requested. The 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 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]@richmond.Revdex.com.org.
Regards,
[redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], 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.]Below is my reply to the business. I still don't have my money . They have an alternate explanation and a very implausable one why they have not distributed my account in a timely fashion. Once the money is finally in my account I will be satisfied but I am disappointed HSA Bank won't take responsibility for their obvious delays and mistake. I did not redeem money into a debit card I never once used. Why exactly would I do that? This whole situation has been very unfortunate and I will be glad when my money is in my personal account. Hopefully that will occur on Monday. At that time I suppose both the business and I will be glad to have this finished.
Regards,
[redacted]
[redacted],
I did a search in my e-mail and I could not find the same confirmation e-mail HSA supposedly sent me saying I had transferred my money to a "debit card" I never in the past used or wanted. I waited 11 days to set up a new [redacted]when I had a previous one on file. If you look at my previous redemptions I had no problem understanding or getting my money in the past from your website . I made twenty redemptions from 8/2010 to 2/2012 with no problems. I'm quite confident the error was on your side as it is now 25 days since I started this process to get my money from my account and I still don't have it. When I talked to the phone agent yesterday initially he said HSA had made a mistake but he didn't know why. Today I am getting a different story. Either way I am still waiting to get my money and apparently must wait until Monday June 2nd before I might see the money in my personal checking account. To be clear I hope I am getting a 100% distribution with no more fees, charges or surprises. I will be anxiously waiting to see what occurs on Monday. This is not what I call excellent customer service and your list of fees, wait times, now associated with this account can only serve to anger any rational account holder. I'm sure you're aware of the fees but here are the ones I encountered. 1. $45.00 annual account fee. 2. $10.00 redemption paper check fee for  refund redeemed. That would be $30.00 in my case 3. Avoid the redemption fee by having [redacted] set up which takes 11 days apparently. I realize you do not set policy but hopefully you can share this with business members that do.
Respectfully,[redacted]

We have reached out to the customer and will be refunding his full contribution. There will be no penalty. Additionally, we have made changes to our system and  corrected the issue that the customer was facing.

We have received your letter dated 9/22/15. To expedite any future issues, please add my name and email address to the contact information for our company. Mr. [redacted] has retired and is no longer with the...

company. 
Health Savings Administrators had gone through a conversion to a new custodian and a new record keeping system effective  September 1, 2015. We had communicated the upcoming changes in a series of emails between June and the end of August and continued to update our web site as call volumes increased. For approximately 2 ½ weeks our call volume averaged over 1,100 calls per day, leading our customers to experience significant delays in our returning of phone calls. We were not closed at any time, in fact, we expanded our customer service hours, and added staff to improve our response rate.
 
We did receive a call from the customer, and as part of our effort to return as many calls as possible as quickly as possible we called and emailed many customers on the weekend. It so happens that I personally called the customer twice on Saturday, September 16 and left voicemails.
 
I have spoken to him today to assure him that we are still in business and that his account is still intact. I am also monitoring a recent transaction to assure there are no additional problems.
 
Best regards,
 
[redacted]
*
[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 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]

We have spoken with [redacted] about her account. It was reopened due to a reoccurring contribution that...

she set up but that should not have occurred after she closed the account. We 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 48 hours. No fees were charged, nor would they have been charged in this situation. This 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.

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

We have reviewed the customer’s account to ensure the request submitted by the customer was properly completed.
font-family: Tahoma, sans-serif;"> 
On our online account holder portal under Manage Your Account, account holders have the option to “Reimburse Yourself” or “Transfer to Debit Card”. 
·         If “Reimburse Yourself” is selected the Vanguard funds are sold and electronically deposited to the account holder’s home checking account. 
·         If “Transfer to Debit Card” is selected, the funds are exchanged/sold and deposited to the debit card portion of the account. 
 
It appears the customer’s intention was to “Reimburse Yourself” rather than “Transfer to Debit Card”. 
 
On 5/16, the customer submitted an online request to “Transfer to Debit Card”  On 5/16,  the request was processed and the funds were deposited to the debit card portion of his account.   The online request submitted on 5/16 do not request the funds be electronically sent to the customer.
 
When the account holder contacted us on 5/29 and explained his intentions, we started the process to electronically deposit the funds to his home checking account.  The funds will be deposited to the account holder by Monday, 6/2.
thank you-
Health Savings Administrators

I am researching the complaint. The caller's experience with the transfer between operators does not fit with our process here at Health Savings. We have had a very high volume of  phone calls, but do not typically transfer to other operators or refer to outside numbers. I 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:
This solution is absolutely acceptable to me. Many thanks to the managers who organized it.
[redacted]

Review: I've had an HSA with this organization for a few years and about a month ago decided to close it because my credit union offered a better account with no fees. I contacted the company and they advised me to fill out their "Closing Account Form" and that closing the account would incur a $25.00 fee. On 8/29/16, I received an email from HSA Admin telling me that my monthly automated clearinghouse transaction had been submitted successfully, which I thought was odd because I knew I had closed the account. That same day, I received a check dated 8/25, from an FPS Trust, for an amount that I suspected was my remaining funds in my account but with no indication on the check of their relationship to HSA Admin. On 8/30, their representative confirmed via email that the check was the disbursement of my account. That would mean that they processed a transaction on my account 5 days after they closed it. I reasonably assumed that upon closure, any future automatic transactions would be deleted with the account and their closure form gave me no reason to think otherwise. On 8/30, when I asserted that they were in error, their rep instructed me to fill out another form and that "your contributions will continue to pull even after closing your account." She sent me a form to be used, apparently, when someone opens an account in error--at the end of the form I'm informed that it will cost me another $25.00 to get my money back. I didn't open an account in error. I closed my account and five days later this organization drew money out of my primary bank account. From my perspective, this was either their error or a bizarre and potentially unethical banking practice. What could the justification possibly be to have transactions associated with an account outlive the actual account?Desired Settlement: HSA Administrators processed a contribution to my individual (I make the contributions, not an employer) health savings account after I closed it and seems to be trying to characterize their mistake as another matter, presumably to obscure the fact that they perform transactions on closed accounts and so that they can charge me an additional fee for service. The fee is not substantial but in principle I feel like I'm being subjected to bad banking practices and getting gouged. All of the money from the 8/30 transaction should be refunded to me in full, not subject to any additional service charges. I would like for this resolution to be confirmed in writing, via email, rather than over the phone. I gave them the opportunity to do this on 8/30 and advised them if I did not receive this confirmation I would file a complaint with Revdex.com.

Business

Response:

We have spoken with [redacted] about her account. It was reopened due to a reoccurring contribution that she set up but that should not have occurred after she closed the account. We 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 48 hours. No fees were charged, nor would they have been charged in this situation. This 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.

Consumer

Response:

[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.]

This solution is absolutely acceptable to me. Many thanks to the managers who organized it.

Review: This company locked me out of my HSA account after one mistake with logging in to my account. It claims that you are locked out after 3 tries, not one. I have called twice and left messages because after 6 minutes on hold you are required to leave a message or they disconnect the call. I sent an email to which I received an auto-response that told me to call them. They are holding my money hostage and will not allow me to access my account and will not respond to calls or emails. They can't do that. I am starting to think this is a scam operation.Desired Settlement: Call me and give me access to my money and account. And answer calls to your customer service line instead of hanging up on caller after 6 minutes. Respond to messages that are left.

Business

Response:

We are reaching out to the account holder today. We 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 menu. Hold times were excessive and some customers did get cut off at 6 minutes. With the changes we have made, we have reduced the abandonment rate by 80% in the past 3 weeks.

Consumer

Response:

[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.]

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,

Review: I have an account with this organization and I am not able to contact them. They do not return calls.

They were closed for more than a week with "computer" issues and not seem to have disappeared.Desired Settlement: I would like someone from Health Savings Administrators to call me.

Business

Response:

We have received your letter dated 9/22/15. To expedite any future issues, please add my name and email address to the contact information for our company. Mr. [redacted] has retired and is no longer with the company. Health Savings Administrators had gone through a conversion to a new custodian and a new record keeping system effective September 1, 2015. We had communicated the upcoming changes in a series of emails between June and the end of August and continued to update our web site as call volumes increased. For approximately 2 ½ weeks our call volume averaged over 1,100 calls per day, leading our customers to experience significant delays in our returning of phone calls. We were not closed at any time, in fact, we expanded our customer service hours, and added staff to improve our response rate. We did receive a call from the customer, and as part of our effort to return as many calls as possible as quickly as possible we called and emailed many customers on the weekend. It so happens that I personally called the customer twice on Saturday, September 16 and left voicemails. I have spoken to him today to assure him that we are still in business and that his account is still intact. I am also monitoring a recent transaction to assure there are no additional problems. Best regards, [redacted]

Consumer

Response:

Thanks, They finally closed my account and sent me a check. So you can close the complaint. Thanks for the help... your contact with them got things going.

Review: My health savings account was switched Fall 2015 from a previous bank system HSA that was responsive to my family needs. This new operator of the HSA wants to do every thing on computer and has a system that keeps you locked out. Calling their toll free line is associated with long waits on hold with a recording telling you that they are experiencing a greater than usual number of calls. Once you are able to get someone on the phone they tell you thay they can't do anything for you and will 1) tell you to have a good day and hang up; 2) transfer you to another operator who says they don't know why you are calling them and give you another toll free number different from they web site number to contact; or 3) transfer you to another toll free system, ie a bank that had nothing to do with HSA accounts, [redacted] insurance, or the health care exchange of IndianaDesired Settlement: Hire phone support staff that are trained in customer services and are trained to resolve problems rather than transfer the call to someone else

Business

Response:

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

Thank you,

Business

Response:

I have attempted to reach out to Mr. [redacted]. He did not answer, and I was unable to leave a message. I 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 complaint. In 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.

Consumer

Response:

[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.]

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,

Review: I submitted a new [redacted] request by [redacted] on 5/5/2014 for the purpose of withdrawing my funds to pay for medical services. I was told I had to wait until the 16th to process the new [redacted] and make my distribution from my account. I went online on the 16th and sent in my request for a 100% refund of shares. HSA processed it on 5/19/2014 but never sent the money to my bank account by [redacted]. I talked to them today and they apologized for their mistake. As of now I still do not see my money in my bank account. I am wondering how much longer I will have to wait? I think this is a very excessive length of time to wait for what should be a simple distribution. Today is 5/29/2014 ThursdayDesired Settlement: I want the money sent [redacted] into my account ASAP with due haste.

Business

Response:

We have reviewed the customer’s account to ensure the request submitted by the customer was properly completed.

On our online account holder portal under Manage Your Account, account holders have the option to “Reimburse Yourself” or “Transfer to Debit Card”.

· If “Reimburse Yourself” is selected the Vanguard funds are sold and electronically deposited to the account holder’s home checking account.

· If “Transfer to Debit Card” is selected, the funds are exchanged/sold and deposited to the debit card portion of the account.

It appears the customer’s intention was to “Reimburse Yourself” rather than “Transfer to Debit Card”.

On 5/16, the customer submitted an online request to “Transfer to Debit Card” On 5/16, the request was processed and the funds were deposited to the debit card portion of his account. The online request submitted on 5/16 do not request the funds be electronically sent to the customer.

When the account holder contacted us on 5/29 and explained his intentions, we started the process to electronically deposit the funds to his home checking account. The funds will be deposited to the account holder by Monday, 6/2.

thank you-

Health Savings Administrators

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], 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.]Below is my reply to the business. I still don't have my money . They have an alternate explanation and a very implausable one why they have not distributed my account in a timely fashion. Once the money is finally in my account I will be satisfied but I am disappointed HSA Bank won't take responsibility for their obvious delays and mistake. I did not redeem money into a debit card I never once used. Why exactly would I do that? This whole situation has been very unfortunate and I will be glad when my money is in my personal account. Hopefully that will occur on Monday. At that time I suppose both the business and I will be glad to have this finished.

Regards,

[redacted],

I did a search in my e-mail and I could not find the same confirmation e-mail HSA supposedly sent me saying I had transferred my money to a "debit card" I never in the past used or wanted. I waited 11 days to set up a new [redacted]when I had a previous one on file. If you look at my previous redemptions I had no problem understanding or getting my money in the past from your website . I made twenty redemptions from 8/2010 to 2/2012 with no problems. I'm quite confident the error was on your side as it is now 25 days since I started this process to get my money from my account and I still don't have it. When I talked to the phone agent yesterday initially he said HSA had made a mistake but he didn't know why. Today I am getting a different story. Either way I am still waiting to get my money and apparently must wait until Monday June 2nd before I might see the money in my personal checking account. To be clear I hope I am getting a 100% distribution with no more fees, charges or surprises. I will be anxiously waiting to see what occurs on Monday. This is not what I call excellent customer service and your list of fees, wait times, now associated with this account can only serve to anger any rational account holder. I'm sure you're aware of the fees but here are the ones I encountered. 1. $45.00 annual account fee. 2. $10.00 redemption paper check fee for refund redeemed. That would be $30.00 in my case 3. Avoid the redemption fee by having [redacted] set up which takes 11 days apparently. I realize you do not set policy but hopefully you can share this with business members that do.

Respectfully,[redacted]