HealthEquity, Inc.

[redacted], We sincerely apologize for the inconveniences that you have experienced and we appreciate you bringing your experience to our attention. It is abnormal that the checks you ordered took as long as they did to get to you and even more abnormal for us to provide such poor service through the...

representatives that you spoke with. As a result of your experience, we have looked into the issues that your check order exhibited and corrected these issues. We have also provided the needing training and corrections to our member service reps such as Amy. This will not be a recurring issue for anyone in the future. We are happy that at this point you have received your checks. If we can do anything further to assist you, feel free to reach out directly to Tracy or Alecia and we would be happy to assist you. Apologetically, The HealthEquity team

We apologize for the inconvenience this member has experienced while submitting documentation for his medical expenses. HealthEquity has received a letter of medical necessity for his monthly massages and now only needs monthly receipts; the IRS requires HealthEquity to ask for monthly itemized...

receipts for each massage. Receipts can be uploaded online via the member portal or can be sent by email or fax to HealthEquity. A HealthEquity supervisor has emailed the member with this explanation as well as provided an apology for the information previously received. If the member has any questions, the supervisor provided her contact information that the member can use any time.

We apologize for the confusion that this member has experienced. The account that [redacted] is receiving statements for is owned by her husband, [redacted]. It was started by a previous employer of [redacted]’s. A HealthEquity supervisor has reached out to [redacted] to let her know that these statements are...

legitimate. If these members would like to close the account, an account closure form has been provided to them. We are available every hour of every day to assist them with any questions they might have.

We apologize for any conflicting information that was given. We have received the member’s letter of medical necessity and now only require monthly itemized receipts for each massage, per the request of the IRS. Each receipt must include the date of service, the name of the provider, the service that was provided, the cost of the service, and the amount that was paid. Receipts can be uploaded online via the member portal or can be sent by email or fax to HealthEquity. HealthEquity supervisors have attempted to contact the member via phone and email and their contact information was left with him. We have not yet heard a response from the member and are happy to help when we hear back from him.

Hi...

[redacted], We have confirmed that the check left HealthEquity on 1/8/18. It was sent to the following address: [redacted]The check number is [redacted]. If you have not received the account closure check yet, please continue further correspondence with HealthEquity by calling our member service line at 866.346.5800, emailing us at [email protected], or by reaching out directly to the supervisor who has been in contact with you. Thank you!

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.
I have one additional instruction for the business: Please transfer the refunded $10.00 to my linked bank account and then close my Health Equity account.  Thank you.
Sincerely,
[redacted]

We sincerely apologize for the inconvenience that this member has experienced. The original email that was sent in error has been reviewed, and additional information will be sent shortly. A HealthEquity supervisor spoke with this member and provided her contact information, so this member can...

contact her with any additional questions.

We apologize for the frustrations that this member has experienced in relation to the recent change in our file formatting. On June 7, 2017 HealthEquity removed the option for a QIF file because Quicken no longer supported this type of file format. We were not given any reason behind the change and...

were forced to remove the QIF option for our members. We apologize that this was not initially communicated to the member and agree that our stance is that QIF files are not a security issue. We hope that going forward, our members may find value in the comparable XLS format this is currently offered by HealthEquity. This XLS format is supported by Quicken. If the member has any further questions regarding this change, he may call us at 866.346.5800. We are available every hour of every day to assist our members.

Although the company did not respond in writing they were very helpful in taking responsibility. The customer support provided contact info and was willing to cover fees charged, although the cost of the paperwork to show what the fees were outstripped the fee itself.  In other words, time to deal with getting fee reimbursed was more than the fee.  No explaination for how the issue came about was given and normally that would have put me off, but I am agreeing to the resolution because the contact was pleasant, respectful, and prompt.  Just wish I didn't have to take this route.  side note: In almost every case I have put through the Revdex.com (and I don't do this on a regular basis), the business has never satisfactorily explained what went so badly wrong that I felt I had to resort to filing a complaint.  I called out HE because I didn't feel heard and the transaction that was set up by my company didn't happen.  In the end I worked out my own resolution and if I wanted to trace down the fees I guess I could, and it was this willingness to make things right was what put this over the top.  Same cannot be said about **.  
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]

A contribution of $135 was posted to the member's account 9/1/16, and another of $45 will be available 9/2/16.

We apologize for the inconvenience that this member has experienced in regards to the fraudulent charges against her account.   The funds that were used for the fraudulent purchases have been refunded. A provisional credit has been applied to the member’s account.   A HealthEquity...

supervisor has reached out to this member to apologize and let the member know that her funds are back in her account. If we can do anything further to assist, she is welcome to reach out to this supervisor directly in the future.

We sincerely apologize for the frustrations this member has experienced. The requested $20 was credited to the member’s HSA on 6/13/2016. The member was then contacted by a HealthEquity supervisor to inform him of the completed transaction and to apologize for the delay. The member was also given...

the supervisor’s direct contact information for any future questions about this issue.

We apologize for the inconvenience that this member has experienced with HealthEquity and appreciate the opportunity to make amends for our lack of contact. All administration fees that this member has incurred have been refunded in the total amount of $130.35. A HealthEquity supervisor has reached...

out to the member to apologize and relay that we have refunded all of the fees on his account. If the member has any questions or concerns, he may reach out directly to the supervisor who contacted him or call our member services team at 866.346.5800. We are available every hour of every day to assist our members.

On January 20, 2017, the member submitted a reimbursement request that was improperly denied. The member called HealthEquity on February 24, 2017, and we initiated a review of the claim. After being reviewed, the claim was approved on March 16, 2017 and the requested amount was deposited into the...

member's bank account. We sincerely apologize and have issued a gift card to the member to cover interest lost due to the improper denial of the claim. In addition, a HealthEquity supervisor reached out to the member via phone and email to apologize and discuss the situation.

A monthly administration fee is applied to each account at HealthEquity that maintains a balance below $2,500. While this member was employed with JCPenney, JCPenney paid for her administration fee. Upon separation from her employer, our member became responsible for the administration fee, which...

was also disclosed originally when she received her welcome kit and debit card. To avoid the monthly administration fee, our member could use all of the funds in her account or she could contribute additional funds to her account so the balance is above the $2,500 threshold. If she uses her HSA funds for non-qualified medical expenses, the IRS imposes a 40% tax penalty on the funds. HealthEquity has offered to waive all fees that this member has incurred through today’s date, September 21, 2017, which totals $19.85, or we can waive the account closure fee of $25.00. A HealthEquity supervisor has reached out to this member to discuss which option would be preferred by the member. The supervisor has left messages with his contact information. If she has any further questions, she may reach out to the HealthEquity supervisor directly. We apologize for any inconvenience that our member has experienced.

Complaint: [redacted]
I am rejecting this response because:It contains inaccurate informationIt is funny that the company's response claims that I was told several times that they could not pay, because the supervisor I spoke with, originally told me over the phone that I WAS provided with the incorrect information and that the agent that provided me that informatino was new and would be "coached" along with other agents who provided incorrect or unclear information.  Of course, knowing I had the wrong information AFTER I had gone ahead with the surgery did not help my cause.  The supervisor later adjusted her original statement (wow...another discrepancy with this company...unbelievable) and said I WAS provided the proper information by ANOTHER agent, but that she could see how that information could have been incorrectly interpreted. Again, though, if I am coming to HealthEquity for CLARIFICATION on what is reimbursable and what is not, incorrect information is bad enough, but unclear information is no better.  In fact, misrepresentation of insurance information is illegal, regardless of whether it is intentional or not.  I asked for copies or transcripts of the recorded calls, since the story keeps changing with these people, and I was told that I could not have them, because that was "illegal." I have spoken with a lawyer, as we are preparing to build a case for small claims court should this not be resolved, and while he admitted that it is possible that there is some obscure state law, he found it unlikely that it is ILLEGAL to provide a recording of the person who was recorded. Could you provide that law?  I assume, since the company is based in Utah, that you might be referring to a Utah state law, but after searching the Utah code on lawful interception (77-23a-4), my lawyer and I could find nowhere that states or implicates that you may not provide a copy of the recording to the party that was recorded.  So once again, I find the actions of HealthEquity suspicious.  If they have "evidence" that I am in the wrong, why are they not willing to share it? I do not recall ANY conversation with ANY representative that even HINTED that I would not be reimbursed until AFTER I had confirmed with them that it WOULD be reimbursed and gone ahead with the surgery (the first time I heard that it might not be reimbursed was on 12/30, according to my notes...2 full months following my surgery).  Even in the 2 or 3 phone calls immediately following the surgery, the first couple of agents I spoke to were very helpful in getting me started on the reimbursement process, and said I could be reimbursed either by funds transfer or by paper check, as long as it was coded as a medical procedure. If there are any calls that occurred BEFORE my surgery, in which I was told in no uncertain terms that I would not be reimbursed or that it was unlikely I would be reimbursed, I would like to hear them. Otherwise, I am still expecting reimbursement from HealthEquity for a qualified medical expense, as defined by IRS Pub. 502 AND IRS Pub. 969.
Sincerely,
[redacted]

Health Reimbursement Arrangements (HRAs) are employer-funded benefit accounts offered to employees by their employer. As merely the custodian of these funds, HealthEquity does not define what expenses are eligible to be reimbursed, as each plan design is customized by the employer. After...

reviewing every call between this member and HealthEquity from 10/8/15 to 1/14/16, the member was repeatedly informed that she could be reimbursed from her HRA only if the claim was eligible to be applied to her medical deductible as well. In an effort to help the member better understand what was eligible, during one of the calls a HealthEquity representative conducted a conference call with the member’s insurance company, BCBS, and the member. BCBS advised HealthEquity and the member that this procedure would not apply to her medical deductible, and would therefore not be a reimbursable expense from her account. Unfortunately, HealthEquity is not able to pay this claim due to the specific plan design designated by the member’s employer and insurance plan.

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]

We sincerely apologize for the situation that has affected this member. Unfortunately, as stated in previous responses, there is nothing further that we can do regarding this complaint.

In response to this member’s complaint, a HealthEquity supervisor was able to pull the records of every call about this members account: • On 02/16/2016 [redacted] called in to order a new card, we originally had the incorrect address on file for her, it was updated and the card was issued to the...

member’s street address on file.• On 03/17/2016 [redacted] called and stated she still hadn’t received her card, the agent she spoke with advised it was sent to the street address and [redacted] gave her a PO Box address to have the card sent to. The agent unfortunately didn’t update the address properly and the card was sent to the street address.• On 04/12/2016 [redacted] called again with an HR Rep from Hologic to get another card ordered, the agent she spoke with updated the member’s address to the PO Box and issued the card there, [redacted] has since activated this card and now has access to her funds.• On 04/27/2016 BCBS called for [redacted] and ordered 3 additional cards for her dependents, [redacted] and [redacted], which were sent to the PO Box address. Member should receive cards 7-10 business days from 4/27. The HealthEquity system does not automatically order cards for dependents, they need to be requested, which was not done until 4/27/16. HealthEquity also waived the fee for additional cards as a courtesy for the member. The HealthEquity supervisor has been in contact with the member and apologized for the inconvenience this has caused, while providing feedback to the agent who did not update the member’s address correctly on 3/17/16. The member was also given direct contact information to the supervisor if she has any more questions about this matter.