HealthEquity, Inc.

A HealthEquity supervisor contacted the member on 4/6/to apologize for his frustrations but also to let him know that the agent he spoke with on 3/29/had already initiated the processing of getting the $refunded to the member and that the check will be mailed by 4/8/The member should
receive the $check within standard mail time, 7-business days, after thatMember was also given direct contact information to the supervisor if he has further questions

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: The end result would not have been this same because if their system worked properly, ( by the way, that is what Health Equity is paid for by my wife's employer )The charges would have been denied and I would have accounted for them differently for calendar year and our income taxes for that periodI would like to mention here that the $ 2,is income tax deductible amount to cover only medical expensesSo any dollar amount that is spend in excess of the $ 2,500, comes from the after tax income. But because we got reimbursed at that time and the problem was not mentioned until months later and discovered only after I requested another reimbursement, I feel Health Equity bears full responsibility for the problem and I am requesting they cover half of the dollar amount in question. Health Equity is for profit company that performs services for feeIn this case the service was not performed which resulted in unnecessary expenses on our part.Regards*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
My personal note - I was contacted by phone(voicemail was left) just once(04/27/2017) and not multiple times as mentioned in the business's responseI called today May 1st and the issue was resolvedI am satisfied with the outcome. Many Thanks,
*** ***

Complaint: ***
I am rejecting this response because:Once again, I've been given the run aroundI had to reach back to Jared who then requested a copy of my EOBI was previously told that this was not possible and that the information needed to come directly from the insurance companyIN any event, I provided him with a copy and was told that this should be resolved by end of business day Wednesday for first thing Thursday morningI heard nothing back, and once again, I had to follow up on the claimI just want this issue to be resolved and to get the funds that are do to me.
Sincerely,
*** ***

This member’s complaint is in regards to an excess contribution form that the member submitted to HealthEquityThe member faxed the form to HealthEquity on 5/13/and called to confirm the form was received on 5/25/While HealthEquity had received the form, the agent he spoke with informed the
member we had not and advised him to resubmit the formThe second fax was received 5/26/and processed 5/27/16, and the original form was processed on 6/27/creating two distributions from the member’s account when there should only have been oneOn 8/3/16, the funds were refunded to the member’s account and the member was contacted by a HealthEquity supervisor to confirm the funds had been credited back to his HSAWe sincerely apologize for the frustration this situation has caused the member, and the situation has been resolved

We apologize for the inconvenience that this member has experienced while trying to close her accountAll admin fees are being refunded and the account closure fee is being waivedHer account will be closed after the standard closure period of one week, and we will be sending the member her
funds via check

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.Good morning,I want to thank you for your assistance -within minutes of submittal,I received a voice mail from Healthequity that I would receive my refund,and the refund was in my account on Tuesday -I wish I wouldn't have had to go this route,but I appreciate the swiftness with which it was handled onceit got into your hands.Appreciate your help,***

Revdex.com:Thank you for your involvement, it got HealthEquity to finally give me the answers to my many requests for suchThey are correct the charges were for visits but I was not aware it was a foul using monies because those charges billed to me in I do not know why it took many methods, attempts of reaching out to them to finally get that clarification.My thanks to Revdex.com, this problem is almost resloved thanks to the contact and workings of HealthEquity supervisor, Aubrie M***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

The member reached out to HealthEquity via email on December 23, A HealthEquity supervisor has been working directly with the member to get this resolved and has discussed the procedures for fraud detection with him in greater detailIn addition, HealthEquity has issued a provisional credit
to the member's account for the fraudulent charges that will be in effect until our card vendor can refund the charges their endWe are also working with the card vendor to further examine this issueLastly, the HealthEquity supervisor who has been working with this member will continue to follow up with him until this is fully resolved

Complaint: ***
I am rejecting this response because: While I acknowledge Health Equity was gracious is reaching out to me, the issue still remainsI've phoned Blue Cross and Blue Shield and provided them with Health Equities responseBCBS then followed up with an email indicating their records are correct (and they provided a copy of the claim breakdown) and the snapshots of claim posted to Health Equities website is incorrectI'd like this to remain open until it's resolved because Health Equity and BCBS are the only authorities that can correct their systems since I have no ability to revise the data contained in them, yet it's generally agreed that the claims BCBS has sent me aren't reflected in the Health Equity system and both indicate it's the others faultI'd be agreeable to adding BCBS to this complaint and a co-owner
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I made contact with HealthEquity to ensure the advisor service was removed from my account and that I am not going to receive any additional chargesThank you for your assistance
Sincerely,
*** ***

Flexible Spending Accounts (FSAs) are tax-advantaged accounts where employees can set aside tax-free money to pay for qualified medical expensesAs merely the custodian of these funds, HealthEquity does not define what expenses are eligible to be reimbursed, as that is determined by the IRSAs of
January 1, 2011, FSA dollars are no longer allowed to be used for over-the-counter (OTC) medications or drugs without a written prescription from a doctor. A HealthEquity supervisor contacted this member on 4/15/in regards to his complaint and reviewed together IRS Publication 969, regarding OTC medicationsMember now understands, and was informed that we are happy to reimburse him for the allergy medication once he submits a prescription from his doctorThe member also has direct contact information to the supervisor for future questions about this matter. Links for IRS guidelines below:https://www.irs.gov/pub/irs-pdf/p969.pdfhttps://www.irs.gov/uac/Affordable...⇄

HealthEquity’s HSA Closure Request Form states, “In order for all transactions to settle, your account will be frozen for a period of at least five (5) business days prior to its being closed.” It is also stated that a trustee-to-trustee transfer via EFT is not supported and that the funds are sent
via mailed check. The member submitted his account closure form to HealthEquity on 9/7/It was processed 9/9/16, initiating the 5-business day freezeA check was then mailed to the member’s new HSA custodian on 9/16/16. A HealthEquity supervisor contacted the member via email 9/19/to let him know of the dates referenced above and to remind him of our policyHe has direct contact information to that supervisor for any further questions regarding this complaint

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

We sincerely apologize for the inconvenience this member has experiencedAt this time, we cannot process the claim for this member’s surgeryThe plan that she is currently under states that any card transactions must occur by December Because the card transaction occurred on January 5,
the expense was not eligible for but was instead marked as a transactionAn email was sent to the member on February asking for more information about the charge on the cardOn July 5, we received a call from her about the card transactionAt that point, the account had been closed, and we were no longer able to access the funds since they had been sent back to the member’s employerGoing forward, the member has two options available to her: 1. She may pay back the $to the account and use those funds for expenses2. She may pay some of her eligible expenses out of pocket and use those claims to offset the $A HealthEquity member services supervisor has reached out to the member to relay this informationIf she has any further questions, we are happy to assist herAgain, we apologize for any inconvenience this has caused

This member had a Dependent Care Reimbursement Account (DCRA) with HealthEquity in Being tax-advantaged accounts, The IRS mandates that funds can only be paid out from DCRAs with proper documentation, which includes a completed reimbursement form with either a signature from the childcare
provider, or an itemized statement showing the cost of daycare the member has paid for. After reviewing the member’s account, we discovered that when the member originally called in, a HealthEquity agent misinformed her that she could be reimbursed without sending in any documentation, and we have since advised the agent of correct reimbursement requirementsA HealthEquity manager contacted the member to apologize for this inconvenience and also to advise her on how to submit for reimbursement to receive her fundsSince the member’s nanny refuses to sign the reimbursement form, the member is able to submit the form with an itemized invoice to be reimbursed from her DCRA. We apologize for the inaccurate information that was provided to the member originallyWe reached out and spoke to member on 2/2/to let her know we will reimburse her as soon as we receive a completed DCRA Reimbursement Form and documentation showing her daycare expenses

Complaint: ***
I am rejecting this response because: The representative that contacted me and the company still refuse to take blame, and are pushing it onto my employerNot once during any of our many conversations was that given as a reasonI was told my account was set up incorrectly and they were working in fixing itThe representative is now alleging in retaliation that I actually owe them moneyIf I need to open an additional claim I willMy Dependent Care account was another enormous mess HealthEquity created for me, with plenty of phone calls I had to make to attempt to have it correctedAfter being assured it was all set, all of the sudden now there is a problem with that accountThat is pure harassmentHere is the email I received from the representative: ***,My name is Aubrie M***, I tried to contact you today using the daytime phone number you provided, but I was unable to reach youI was trying to contact you because we recently received your incident submission to the Revdex.comWe appreciate the feedback and opportunity to improve our processes and to better serve our membersI reviewed your case and saw that you had some frustration with HealthEquity and your Flexible Spending AccountsFirst I wanted to apologize for all the frustration this has causedWhat had happened was when you had a Flexible spending account earlier in the year and then switched Employers with a new FSA it caused some issues with the plan datesTo fix the error HealthEquity had to get in contact with your previous employers and unfortunately that took longer than anticipated, as of right now the plan dates have been correctedThere is unfortunately no way for HealthEquity to reactivate those cards as the Flexible Spending Account is ran by the employerYou still have full access to the funds if you submit claims manually for expenses within your Flexible Spending Account plan datesThe agent that provided the misinformation will be coached by her direct leader to verify something like this doesn’t happen againAs far as the denied claim for $that claim was requested out of one of the Flexible Spending Accounts that was outside the date range for that date of serviceThat Claim has since been reprocessed out of the correct account so you should be receiving your reimbursement shortly Another thing I need to mention is the error that occurred did cause some issues with your Dependent Care Reimbursement AccountThe account from 01/01/2016-07/23/is in the negative $To avoid issues with the IRS that amount will need to be paid back to HealthEquity.Again I apologize for any frustration and headache this has caused you. Please feel free to let me know if you have any questions. Thank you! Aubrie M***Member Services Supervisor HealthEquityWScenic Pointe Drive, Ste 100Draper, UT 84020 O: 866.346.5800 F: 801.727.1005am***@healthequity.comwww.healthequity.com Follow us: Twitter Facebook LinkedIn
Sincerely,
*** ***

A HealthEquity manager met with BCBS to discuss the cause of this issueThe error involving this information transfer has been identified, and we are working to implement a fixWe apologize for the inconvenience that this member has experienced and for the delay in getting the issue resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, I will never again do business with this company The fact that people at every level of HealthEquity that I spoke with acknowledged the mistake but couldn't do anything about it in a reasonable time, or even provide an estimated time-frame for resolution, is simply unacceptable It should not require Revdex.com and FDIC complaints nor the threat of legal action to fix a simple clerical error
Sincerely,
*** ***