HealthEquity, Inc.

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 apologize for any inconvenience this member experienced. HealthEquity's member services representative that originally spoke with the member provided incorrect information. A monthly administration fee does apply.We will be refunding the member the total amount of $10.00. Additional training has...

been provided to our member services representative.We would like to thank this member for bringing this issue to our attention. If we can assist with anything in the future, we are available every hour of every day at 866-346-5800.

The claim information has been corrected on the member’s HRA and this claim was paid out to his provider today, 3/28/16.

HealthEquity has attempted to pay the member’s claim in question, but when the member’s insurance company sent the file of claims to HealthEquity originally, the file was corrupted. When attempting to pay the claim, our system denied the payment due to this corruption. HealthEquity contacted the...

member’s health plan to inform them of the situation and request they resend the claim information to us. The member was contacted by a HealthEquity supervisor on 3/11/16 who was informed of the situation and reassured that HealthEquity is working with his health plan to resend an updated claim to HealthEquity so that we are able to pay it from his HRA. At this time, HealthEquity is awaiting the updated file from the member’s insurance, but will be contacting the member with updates on the situation. We apologize for the member’s frustration for receiving inconsistent information about his HRA, but will make sure this claim is resolved and able to pay from his HRA as soon as possible.

n February 2016, this member submitted three reimbursement claims totaling $234.01 ($163.66, $10 and $60.35) for medical expenses incurred in 2015. The member did not have a remaining balance in her 2015 flexible spending account (FSA), meaning the claims would have been denied, however a bug in our...

system allowed these claims to be incorrectly paid using 2016 FSA funds. When this bug was discovered, it was corrected and because these expenses were ineligible to reimburse from 2016 funds, the claims were marked as overpaid. When this happens, the member can either send the money back to HealthEquity to be used for future eligible reimbursements, or HealthEquity can recoup those funds from future eligible reimbursement claims the member submits up to $234.01. A HealthEquity supervisor has reviewed all of the calls referenced in this complaint and we apologize that the member feels like we are blaming him for the error. HealthEquity takes full responsibility for the mix-up and apologizes for any inconvenience this has caused to the member. However, the member received her full FSA elected amount of $2,500 in 2015, and will receive the full elected amount of $2500 in 2016, so even if there had not been a bug in our system, the claims would have been denied and the end result would have been the same. A HealthEquity supervisor has contacted the member’s spouse to discuss the situation and will also provide the details of this complaint to the member in writing as requested.

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.   Please note, however, it was never explained to me that all the members on the policy would not get a card.  I was initially told that all members would get a first card for free.  In addition, the fact that they are waiving the fee makes no sense if the first cards were free, as I never received them.  I have not received the cards yet and hopefully will get them soon. Sincerely, [redacted]

We apologize for the inconvenience experienced by this member. At this time, the pending reimbursement has been sent and will be arriving shortly. A HealthEquity supervisor reached out to this member and has assisted in setting up an automatic reimbursement for her daycare expenses. If there is...

anything else we can assist this member with, she may reach out to our supervisor directly.

HealthEquity’s listed service level agreement (SLA) for processing account closure requests is 2-3 business days, followed by a 5-business day freeze of funds to allow any pending transactions to clear. This process is stated clearly on the form required to close an account. 2-3 business days are...

then required for the funds to arrive in the member’s bank account when transferring electronically (EFT). At the time of this member’s complaint on 2/12/16, HealthEquity was still within the promised SLA. The member submitted her completed account closure form on 02/02/16. The account closure form was processed on 02/05/16, initiating the 5-business day freeze of her account funds. The freeze ended on 02/12/16, and the EFT was initiated to the member’s account. Our records indicate the funds were received by the member 02/16/16, and a manager called to confirm member had received the funds. As a courtesy, HealthEquity has refunded the $25 account closure fee and transferred those funds to the member, which she should have in 2-3 business days.

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]

Unfortunately this is an error that needs to be corrected by the member’s insurance company. We are working closely with the member’s health insurance company, BCBSNC, to resolve this corrupted claim issue. HealthEquity received confirmation from BCBSNC on 3/18/16 that they are researching the claim on their end. It is our experience that it can take up to 30 days to receive updated claim information from health plans, but we are working with them to resolve this as quickly as possible for the member.

For anyone other than the primary account holder to receive account information over the phone, HealthEquity requires the primary account holder to provide permission for each individual they would like to be able to access the account. This individual called regarding his wife's account, on which...

he is not an authorized user. After answering security questions incorrectly, the account was locked and sent to our Fraud department. On January 9, 2017 our Fraud team left a message with the primary account holder requesting the required documentation to unlock the account and discuss the process of authorizing users on her account.

Complaint: [redacted]
I am rejecting this response becauseI'm am still receiving conflicting information. I have attempted contact again.
Sincerely,
[redacted]

We sincerely apologize for the inconvenience that this member has experienced. The process of sending claims from Blue Cross of Idaho to HealthEquity has taken longer than normal, causing payments of these claims to be delayed. Through research on both sides, these claims have been received and are...

in the process of being paid. A HealthEquity supervisor will be reaching out to the member to apologize and provide an update on these claims.

This particular member is a customer of American Health Value (AHV) through which all HSA contributions are administered. HealthEquity was not contacted or made aware of the missing contributions until the member submitted the Revdex.com complaint. As soon as we were notified, a HealthEquity supervisor...

contacted Lori K[redacted] at AHV to address the concern. The issue has been addressed and AHV has confirmed the funds should be posted to the member’s account by 8/26/16. Lori contacted the member and relayed this information to him on 8/24/16. If there are any additional questions regarding this issue, please contact Lori at ###-###-####.

This member submitted a transfer request to HealthEquity on 07/19/16 requesting all his HSA funds but $1.22 be transferred to Bank of America. Per HealthEquity policy, members are required to leave $25 in the account to cover HealthEquity’s closure fee if transferring or requesting reimbursement, so...

HealthEquity processed the transfer form, leaving a $25 balance. A HealthEquity supervisor contacted the member on 8/4/16 by phone and email to address his concerns and explain HealthEquity’s policy, and let him know that as a one-time courtesy, we will transfer the requested amount to his Bank of America account and his balance is now $1.22. Member has direct contact information for the supervisor if he has any additional concerns about this issue in the future.

We apologize for the frustrations this member has encountered with their HSA. A HealthEquity supervisor attempted to contact this member to let him know that we have reimbursed him the full amount in his account. The account will be closed as requested and the standard fee waived. We encourage the...

member to reach out to us again if he has any further questions.

After speaking with the member, we have credited the requested $64.45 back to his account. In addition, we are also updating our systems to include clear instructions for member service agents on escalation procedures for instances like 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]

Per federal regulation, HealthEquity is required to send printed statements to accountholders until opted into electronic statements and valid email address is provided. This policy is stated in the welcome kit mailed to all new accountholders when an account is opened. On October 19, 2015...

HealthEquity reached out to accountholder via phone but was not able to reach, so an email was sent to the email address provided apologizing for the inconvenience and letting her know that we would credit her account the $7.87 disputed amount as a measure of good faith. Credit was then posted to the account.

This member submitted a reimbursement for a medical expense on 6/8/16, after which she called HealthEquity to discuss the reason she was not able to reimburse herself for her entire HSA balance. A HealthEquity member services agent let the member know that we hold a $25 account closure fee...

(disclosed in the welcome kit the member received upon opening her account) because HealthEquity provides ongoing support for the account – even after closure – in the following ways:·      Their full account history will be maintained and available in the member portal. They will have a full history of transactions, claims, statements, etc.·      Tax forms will remain available for all years during which their account was active.·      They will still have access to our member services team for future support. The member then submitted a signed Account Closure Form to HealthEquity, which states, “To authorize HealthEquity to close your health savings account (HSA), complete this form. A closure fee of up to $25.00 may apply.” The member has been made adequately aware of HealthEquity’s closure fee, and it will not be waived. A HealthEquity supervisor attempted to call the member but was unable to reach her, and left a voicemail on 9/16/16. If she has any additional questions, she can contact HealthEquity member services at 866.346.5800, they are available 24/7 to assist her.