HealthEquity, Inc.

We sincerely apologize for the inconvenience that this member experienced while trying to verify his identity as well as his frustrations with the paper statement fees.When a member does not pass the online verification system, HealthEquity requires additional documentation to verify the member's...

identity. These security procedures are in place to protect our members' identities and their funds. Regarding his concerns about the paper statement fee, HealthEquity charges a small $1 fee each month for our members to receive a paper statement in the mail. If he would like to avoid this in the future, he can sign up for free, paperless, online statements.Lastly, a HealthEquity supervisor has attempted to contact this member multiple times but was unable to reach him. Our supervisor left his contact information through voicemail for the member. If the member will return our call, we are happy to assist him.

We apologize for the inconvenience that this member has experienced. We have refunded the account closure fee that he incurred and have sent the funds to his new health savings account. If we can do anything further to help this member, we are available every hour of every day to assist him.

This member’s complaint is in regards to the debit card(s) our members receive to access the funds in their account. A debit card was mailed to this member and was returned to HealthEquity on 10/07/16 because of an incorrect address. Upon receiving this Revdex.com complaint, a HealthEquity supervisor...

attempted to contact the member on multiple occasions, leaving voicemails each time with her direct contact information, to help the member resolve this issue. She called 10/10/16, 10/11/16, 10/13/16 and 10/18/16 and has had no response from the member. We are happy to help this member and get another card mailed to him, but will need an updated address to ensure delivery.

Today, October 13, HealthEquity credited the member's account $63.35 as a measure of good faith. The money is available immediately through the online account and will be accessible by debit card beginning tomorrow, October 14, 2015.

We again apologize for the inconvenience that the removal of QIF formatting has caused the member. The feedback provided has been sent to appropriate parties: the HealthEquity implementation team and the Quicken team. We appreciate the comment that states that the XLS format is unhelpful and we at HealthEquity will continue to look into other formats that will serve our members’ needs better. We will also keep in contact with Quicken and should the QIF format become supported once again, we will be happy to reinstate the option for our members. If we can provide further context for this decision, or provide additional support to the member, we invite him to call us at 866.346.5800. We are available every hour of every day and calling us is the most secure and timely method of communication that we offer.

We apologize for the inconvenience that this member has experienced with HealthEquity. A supervisor looked into this issue and discovered a bug in our system that incorrectly charged a fee to this member’s account. The incorrect fee of $1.00 has been refunded and we have confirmed that no further...

fees should occur. We are grateful that the member let us know about this issue. If there are any additional questions, we are available every hour of every day at 866.346.5800.

The member submitted a completed DCRA claim form to HealthEquity with all required information on 02/11/2016. Our listed service level agreement (SLA) for processing these requests is 3-5 business days. At the time of this member’s complaint (02/17/2016), we were still within our promised SLA. The...

claim has been processed and approved for the full amount requested. We are able to pay out the current account balance of $450, and will continue to reimburse the member as additional contributions are made throughout the year. HealthEquity attempted to contact the member by phone and email to notify them of their approved claim.

We sincerely apologize for the frustrations that this member has experienced during the reimbursement process. The issue with this member’s reimbursement is that HealthEquity has not received the proper documentation related to the surgery and cannot process it until the documents are received. A...

HealthEquity supervisor has contacted this member to discuss the required documentation. If the member needs any additional assistance, she may contact this supervisor directly in the future.

This member experienced frustration with the reimbursement process for his dependent care reimbursement account. The issue was that the member was expecting claims to be automatically reimbursed, but his account was not set up in that way. A HealthEquity supervisor contacted this member to...

apologize, explain the reimbursement process, and helped him set up automatic reimbursement. All of the member’s claims have now been paid and will be reimbursed automatically in the future. Lastly, the member has the contact information for the supervisor he spoke with, and may contact the supervisor if he has any future issues. We sincerely apologize for the frustrations that this member has experienced.

HealthEquity has contacted member to discuss the matter. We are working with member's employer and healthcare provider to fix a double payment error made by healthcare provider. Due to the complication of circumstances surrounding the error, immediate resolution was not possible. We will continue to...

work toward resolution and assure member that account will properly be fixed to his satisfaction.

We apologize for the frustrations this member has experienced with his HSA. A HealthEquity supervisor contacted this member regarding the fees on his account and let him know that we have refunded the $10.95 as requested and the standard transfer fee has been waived. We encourage the member to reach...

out to us again if he has any further questions.

A HealthEquity supervisor contacted this member regarding their card and their reimbursement. We apologize for the time it took to have the card sent to this member. We do not currently know why it took so long, but we are investigating our process to find the possible error. The reimbursement claim...

that this member submitted has now been processed for the full amount and we've also sent a check to this member to pay for the FedEx charges they incurred. A HealthEquity supervisor contacted this member, apologized, explained everything, and assured of no future issues.

We sincerely apologize for the frustrations that this member has experienced with HealthEquity. It is our goal to provide the best service possible for our members.   Upon original closure of this member’s account, HealthEquity delivered the funds via EFT to the wrong institution. This firm is...

currently holding onto the funds in an account owned by the member.   We have issued a provisional credit to the member, including the refunded account closure fee and administration fees that the member’s account incurred. The account has now been closed and the funds have been sent to the correct account at the correct institution. A HealthEquity supervisor has reached out to this member to let her know that the situation has been rectified.   We again apologize for the inconvenience that this member has had with us. We are grateful that she brought this to our attention and hope that no other members have this same experience going forward. If we can do anything to assist this member in the future, she may directly contact the HealthEquity supervisor who contacted her or call HealthEquity’s member services hotline at 866.346.5800. We are available every hour of every day.   Sincerely, HealthEquity Executive Team

Dependent Care Reimbursement Accounts (DCRAs) are pre-tax
accounts set up through an individual’s employer to pay for the care of a tax
dependent while that individual is at work. Funding works differently for
reimbursement accounts (FSAs, HRAs, DCRAs) because funds are deposited by the
employer and held in an employer account rather than an individual member’s
account. When employees submit reimbursement claims, funds draw from the
employer account, and once those funds are exhausted, HealthEquity cannot pay
out any more claims until the employer sends HealthEquity more money.  This process is called a funding cycle.
When this member filed his complaint (3/2/16), his
claims in question (2 claims for $200 each) were both in a funding cycle.
HealthEquity received more funds from the member’s employer on 3/3/16 and his
claims were paid out. Mr. [redacted] was contacted by a HealthEquity manager who
apologized to the member and explained the reimbursement and funding cycle
process to him. She also confirmed his claims were both paid.

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

Complaint: [redacted]
I am rejecting this response because:QFX, OFX, or QIF files all continue to be used by the majority of financial institutions due to the ease the provide when importing financial data into accounting programs. The .xls format HealthEquity provides requires significant edits to work because the format is not accepted by the majority of accounting programs. In fact, to make the .xls format work one needs to convert it into a .csv file then change the column headers. HealthEquity has options to fix this issue, but have instead decided to drag their feet and provide bad information to its customers instead of implementing a common and easy solution. 
Sincerely,
[redacted]

This member’s complaint is in regards to the $3.95 admin fee that is charged to our health savings account (HSAs) each month. Some of our accounts allow for the monthly fee to be waived automatically if their HSA cash balance remains above a certain threshold. In this member’s case, that threshold...

is $[redacted]. In addition to this member’s HSA cash balance, he also invests some of his money. Our system does not recognize the investment balance when waiving the monthly admin fee, and since the member’s HSA cash balance does not exceed $[redacted] his fees have not been waived automatically. Because this member’s HSA cash balance and invested balance exceeds the $[redacted] amount, HealthEquity has waived the fees assessed for the months of January-March and has advised the member that unless his HSA cash balance exceeds the required $[redacted], he will need to call in each month to request the fee waived. The member was given the direct contact phone number of a manager who can assist him with this in the future.

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

The member signed up for the HealthEquity Advisor GPS service in August 2016. If the member would like to unenroll from this service, they may do so on the HealthEquity member portal. As a one-time courtesy HealthEquity will be refunding the fees incurred up to this point, a total of $57.53. A...

HealthEquity supervisor will contact the member to discuss how the member can unenroll.

Medical claims are sent from providers through health insurance companies to HealthEquity. The claim that is discussed in the original message from our member took longer than usual to go through this process. At this time, HealthEquity has received the claim from Blue Cross of Idaho and it is in...

the process of being paid. A HealthEquity supervisor has been in contact with this member to update her on the status of this claim. The supervisor left her contact information and if the member has any further questions, she may reach out to the HealthEquity supervisor directly. We sincerely apologize for any inconvenience that our member has experienced and we appreciate her patience while this issue was being resolved.