HealthEquity

. . . otherwise you will be forced to listen to a recorded sales pitch complete with "Can you hear me?" in the recording. No way to get past it. I suspect it leads callers to a scam to take HSA money from them. Always look for another number to call when you get trick recordings and recordings you can't press an option to get through.

My son passed away, called them , never any condolences , they said to send in a death certificate, a small estate form so I could get the funds and then the check would be made to me because he didn’t have a will Did all that , no response, emailed and they said he didn’t have anything, finally got a Alyssa who I think is a manager, submitted the paperwork again to her. I finally get a check, made to the estate.. I tell her I cant cash that, and the small estate form I sent to her instructed them to pay me, not the estate. And never any condolences from her at all Nothing happens, no check, I keep emailing her and calling her, but no check. Y.es, I agree with so many, they are one of the worst companies I have ever dealt with. If you can find anyone else to do a hsa with, do it!

My doctor's office was late in sending me a bill and noted it was in Aug of 2021. I paid the bill using my Health Equity Card after Oct 1 2021 when I received the bill. Apparently since it is a new billing cycle, they will not cover the expense and was told I have to reimburse Heath Equity for the Doctor's bill. This Company will not assist me with this issue but tells me that I can appeal. It is completely a waste of time. I DO NOT RECOMMEND this company as they are not willing to help working people.

A HealthEquity supervisor contacted this member regarding their card and their reimbursementWe apologize for the time it took to have the card sent to this memberWe do not currently know why it took so long, but we are investigating our process to find the possible errorThe 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 incurredA HealthEquity supervisor contacted this member, apologized, explained everything, and assured of no future issues

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 interpretedAgain, 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 recordedCould 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 notesfull months following my surgery) Even in the or 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 procedureIf 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 themOtherwise, I am still expecting reimbursement from HealthEquity for a qualified medical expense, as defined by IRS PubAND IRS Pub Sincerely, [redacted]

We apologize for the frustrations this member has experienced with his HSAA HealthEquity supervisor contacted this member regarding the fees on his account and let him know that we have refunded the $as requested and the standard transfer fee has been waivedWe encourage the member to reach out to us again if he has any further questions

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

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 $charge that had been fraudulently charged to his accountThe member called back in October and HealthEquity referred him to our card vendor’s risk management team to work to dispute the chargeSince then, the funds have not been returned to the member’s account and for that we are sincerely apologeticA 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 longThe member was given the direct contact information for the supervisor who is working on this issue in case he has any questions going forward

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

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 inconvenience that this member has experiencedThe original email that was sent in error has been reviewed, and additional information will be sent shortlyA HealthEquity supervisor spoke with this member and provided her contact information, so this member can contact her with any additional questions

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 programsThe .xls format HealthEquity provides requires significant edits to work because the format is not accepted by the majority of accounting programsIn fact, to make the .xls format work one needs to convert it into a .csv file then change the column headersHealthEquity 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]

The member signed up for the HealthEquity Advisor GPS service in August If the member would like to unenroll from this service, they may do so on the HealthEquity member portalAs a one-time courtesy HealthEquity will be refunding the fees incurred up to this point, a total of $A HealthEquity supervisor will contact the member to discuss how the member can unenroll

We sincerely apologize for the inconvenience that this member has experiencedThe process of sending claims from Blue Cross of Idaho to HealthEquity has taken longer than normal, causing payments of these claims to be delayedThrough research on both sides, these claims have been received and are in the process of being paidA HealthEquity supervisor will be reaching out to the member to apologize and provide an update on these claims

HealthEquity’s listed service level agreement (SLA) for processing account closure requests is 2-business days, followed by a 5-business day freeze of funds to allow any pending transactions to clearThis process is stated clearly on the form required to close an account2-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 SLAThe member submitted her completed account closure form on 02/02/The account closure form was processed on 02/05/16, initiating the 5-business day freeze of her account fundsThe freeze ended on 02/12/16, and the EFT was initiated to the member’s accountOur records indicate the funds were received by the member 02/16/16, and a manager called to confirm member had received the fundsAs a courtesy, HealthEquity has refunded the $account closure fee and transferred those funds to the member, which she should have in 2-business days

The member submitted a completed DCRA claim form to HealthEquity with all required information on 02/11/Our listed service level agreement (SLA) for processing these requests is 3-business daysAt the time of this member’s complaint (02/17/2016), we were still within our promised SLAThe claim has been processed and approved for the full amount requestedWe 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 yearHealthEquity 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 processThe 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 receivedA HealthEquity supervisor has contacted this member to discuss the required documentationIf the member needs any additional assistance, she may contact this supervisor directly in the future

[redacted] , We sincerely apologize for the inconveniences that you have experienced and we appreciate you bringing your experience to our attentionIt is abthat the checks you ordered took as long as they did to get to you and even more abfor us to provide such poor service through the representatives that you spoke withAs a result of your experience, we have looked into the issues that your check order exhibited and corrected these issuesWe have also provided the needing training and corrections to our member service reps such as AmyThis will not be a recurring issue for anyone in the futureWe are happy that at this point you have received your checksIf 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 youApologetically, The HealthEquity team

With flexible spending accounts (FSAs), the money for a given plan year can only be used to pay for expenses incurred within that plan yearIn regards to this complaint, the member used her FSA funds to pay for two expenses that were incurred in 2014, causing those ineligible expenses to show as overpaid from her FSAA 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 amountsThe 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 futureWe apologize for the frustrations this has caused the member and confusion that can occur with these complex accounts

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 identityThese security procedures are in place to protect our members' identities and their fundsRegarding his concerns about the paper statement fee, HealthEquity charges a small $fee each month for our members to receive a paper statement in the mailIf 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 himOur supervisor left his contact information through voicemail for the memberIf the member will return our call, we are happy to assist him