HealthEquity, Inc.

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,
*** ***

This member’s complaint is in regards to the $admin fee that is
charged to all accounts each monthUpon opening the HSA, the member’s
employer was paying that fee for the member, but this ended as of July
1, 2014, typically meaning the member either left the employer or
changed
insuranceAt that time, the monthly fee became the member’s
responsibilityWhenever a member’s fee schedule changes, HealthEquity
does inform the member by sending them a letter with information
concerning their new fee schedule and what to expectAfter reviewing
the member’s account, HealthEquity has refunded $*** to the member’s
account as a courtesyThis is the total of fees charged from July
2014-February Because the member is now aware of the monthly admin
fee, the member is responsible for all fees going forward

We sincerely apologize for the delay in the transfer of funds that this member has experiencedUnfortunately, the original check was lost in the mailHealthEquity placed a stop payment on this check and reissued a subsequent check for the total amount in the member’s account including the waived
account closure feeWe thank this member for reaching out to us and communicating the frustrations that they were havingIf we can do anything further to assist in this or other matters, we are available every hour of every day by calling

After reviewing the case logs, we have come to the following conclusion: The member initiated separate payments on his own from his account to an unintended provider, to which the member also owes a balanceWith the member on the line, HealthEquity called the unintended provider and verified the
$and $payments were received and applied to the balance owedHealthEquity offered to call the correct intended provider and discuss resolution options, but the offer was declined by the memberWe provided direct contact information for a HealthEquity agent who had worked the case file for any future assistance with this issueWe are happy to assist the member arrange for payments with both providersHowever, given that the payments were initiated by the member and given to a valid provider in which the member owes money, we can not recall the payments

The member claims HSA contributions were taken from of her paychecksIn reviewing this member’s account, we have received two contributions of $from her employerHealthEquity is not responsible for taking money out of our members’ paychecksInstead, this is done by the member’s employer
The employer then sends the payroll deductions after each pay period to HealthEquityAny discrepancies between funds being taken from this member’s paycheck and what is being contributed to her account need to be discussed with her employer’s human resources/benefits department. Regarding the monthly administration fee and paper statement fee, these fees are disclosed to all members upon opening the account in a welcome kit sent to all new account holdersIn reviewing this member’s account, there have been four monthly administration fees of $(not $as the member claims), and two paper statement fees of $1.00, one of which has been refunded. Prior to this complaint, the member has never contacted HealthEquity to discuss her accountA HealthEquity supervisor tried unsuccessfully to contact this member and help resolve her concerns; the member was given the contact information to that same individual directly if any further questions arise

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,
*** ***

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: HealthEquity did, in fact, make partial payments on a number of claims by two different chiropractors They never provided me with any explanation as to how this happened or how to prevent it from happening in the future.I advise all consumers to choose another provider for their HSA accounts
Sincerely,
*** ***

This member’s complaint is in regards to the $admin fee that is charged to all accounts each month and HealthEquity’s standard $account closure feeUpon opening her health savings account (HSA), the member’s employer was paying the admin fee for the member, but when the employer changed HSA
administrators, the monthly fee became the member’s responsibilityWhenever a member’s fee schedule changes, HealthEquity does inform the member by sending them a letter with information concerning their new fee schedule and what to expectThe $closure fee is a standard fee disclosed to all members at the time their HSAs are opened. A HealthEquity manager contacted the member 5/19/to apologize about her frustrations and to explain HealthEquity’s fees and her available optionsAlso, as a one-time courtesy, the admin fees were refunded to the member’s account, and the manager offered to waive the $closure fee for the memberThe member was advised of her options: request a payment to a provider on the HealthEquity member portal or swipe her debit card for the remaining $in her account, or complete an Account Closure form authorizing HealthEquity to transfer her $balance to another HSA custodianThe member was concerned about accessing account statements and information after her account had been closed, and the manager assured her that all of her information will still be available to her online even after her account is no longer activeThe member has direct contact information for this manager who will assist her if any other concerns arise in the future

Complaint: ***
I am rejecting this response because:Health Equity has given no indication they will reconsider their polices on how account closures and transfers are handled in order to provide improved customer service
Sincerely,
*** ***

We apologize for the inconvenience that this member has encountered regarding her claimA HealthEquity manager has looked into this and has discovered that the information on the member’s portal matches the information that was sent to HealthEquity by BCBSThe HealthEquity manager has reached out
to BCBS to discuss the discrepancy and determine how to correct the issueA HealthEquity supervisor has also contacted the member to tell her that we are currently investigating the issueWe are hopeful for a quick resolution, and will be keeping in contact with the member as this is resolved

On January 30, 2017, the member called HealthEquity to order a card, which the member never received due to an incorrect address on fileThe member called HealthEquity again on March 03, 2017, updated his address on file with us and requested another cardWe discussed with the member that in order
to complete his address update, he would need to send us documentation to verify the new address on fileHealthEquity requires new addresses to be verified so that we can protect our members’ informationThe member sent HealthEquity the address verification required, however it was never receivedThe member then called HealthEquity a third time on March 20, and resent the address verificationNew cards for the member and his spouse have been ordered as of March 21, and should arrive at the member’s address within 7-business daysA HealthEquity supervisor reached out to the member to apologize and discuss the situation

We sincerely apologize for the frustrations experienced by this memberA HealthEquity supervisor has been in contact with her to discuss her dissatisfaction with her HealthEquity flexible spending account (FSA) and we have determined the following: When the member switched employers, it caused
some problems affecting her FSATo get that error corrected, we had to work with the member’s employer, and by the time it was resolved, the FSA plan year had ended and the debit card no longer workedThe member’s $claim has been processed as she requestedHer desired settlement to have her card reactivated is not something we are able to do, however she can still submit reimbursement claims manually until 1/29/The member has also been given direct contact information for the supervisor who assisted her if she has further questions about this issue

After reviewing the member’s account, HealthEquity was not able to find any declined or partially approved debit card transactions referenced in this member’s complaint. A HealthEquity supervisor contacted the member via phone and email on 3/14/16 and they have since been working to resolve the...

issue. The supervisor let the member know that she reviewed all transaction on his account and did not find any declined transactions, explaining that all transactions to this provider have been approved on our end. The issue appears to stem from the way the provider is running the card, and the member was advised to run his HSA card for the remaining amount owed to the provider (our records show another approved transaction to this same provider on 3/18/16). The member was also informed that the agent he was trying to reach initially is no longer in customer service, and was given direct contact information to the supervisor he has been working with if any concerns arise in the future.

We apologize for the frustrations this member has experienced in transferring his HSA to HealthEquity. A HealthEquity supervisor contacted the member 6/13/16 and was informed the member had mailed a completed rollover form with a check to us. HealthEquity received that form and check on 6/15/16 and...

the member’s funds will be available in his HSA 6/22/16. The supervisor is also working with the member to refund any fees that were assessed during this process. The member has been given direct contact information to this supervisor if any other questions arise.

We sincerely apologize again for any inconvenience and frustrations experienced by this member. A HealthEquity supervisor has made multiple attempts to contact the member via phone and email, but we have not been able to talk over the phone. We would like to provide an overview of what has already been communicated regarding the $66.00 denied amount. - The member was originally associated to "Employer X" at the beginning of the year. - Employer X provided incorrect information, which resulted in the member receiving more deposits on her account than what she should have received. This caused claim 0005 to pay $66.00 more than what should have been allowed. - The incorrect deposits should never have been loaded to the account and created the overpaid amount. - The member then became an employee of "Employer Y" and is currently enrolled in a new plan offered by Employer Y, which began on September 1, 2016. - HealthEquity is unable to transfer the $66.00 from the plan under Employer X to the new plan under Employer Y because the date of service is outside of the plan year and the $66.00 should not have been available from the beginning. We would be happy to discuss further details with the member over the phone. Thank you!  Aubrie M[redacted] Member Services Supervisor HealthEquity 15 W. Scenic Pointe Drive, Ste 100 Draper, UT 84020 O: 866.346.5800 F: 801.727.1005 am[redacted]@healthequity.com www.healthequity.com

Complaint: [redacted]
I am rejecting this response because:
While Health Equity has pushed blame onto my employer they are responsible for budgeting as to when they ask the employer for more money.  They admitted to me that they did not request more money until several days after the claims were approved and had been out of money for more then one week.  Until they fix the flaw in their budgeting I don't see this issue as resolved.
Sincerely,
[redacted]

When this member called HealthEquity to report his card stolen in September 2016, the agent he spoke to was able to cancel the card and order him a new one, but did not see the $298.60 charge that had been fraudulently charged to his account. The member called back in October 2016 and HealthEquity...

referred him to our card vendor’s risk management team to work to dispute the charge. Since then, the funds have not been returned to the member’s account and for that we are sincerely apologetic. A HealthEquity supervisor attempted to contact the member via phone and email to let him know that HealthEquity has added a provisional credit to the member’s account for the full amount that was charged to his account fraudulently and also to assure him that we are working with our card vendor to address this service issue and determine what has taken so long. The member was given the direct contact information for the supervisor who is working on this issue in case he has any questions going forward.

With flexible spending accounts (FSAs), the money for a given plan year can only be used to pay for expenses incurred within that plan year. In regards to this complaint, the member used her 2015 FSA funds to pay for two expenses that were  incurred in 2014, causing those ineligible expenses to...

show as overpaid from her 2015 FSA. A HealthEquity manager reviewed the IRS guidelines for FSAs with the member, and discussed her options to either pay back her account for the overpaid amounts, or match eligible claims to the charges to offset the overpaid amounts. The member opted to think about her options further but was given direct contact information for the manager she has been working with to assist her in the future. We apologize for the frustrations this has caused the member and confusion that can occur with these complex accounts.

Fulton Bank cashed the member’s HSA transfer check on 10/3/2016.