HealthEquity

We apologize for the inconvenience that this member has experienced with HealthEquityA supervisor looked into this issue and discovered a bug in our system that incorrectly charged a fee to this member’s accountThe incorrect fee of $has been refunded and we have confirmed that no further fees should occurWe are grateful that the member let us know about this issueIf there are any additional questions, we are available every hour of every day at

We apologize for the inconvenience that this member has experienced with HealthEquity and appreciate the opportunity to make amends for our lack of contactAll administration fees that this member has incurred have been refunded in the total amount of $A HealthEquity supervisor has reached out to the member to apologize and relay that we have refunded all of the fees on his accountIf 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 We are available every hour of every day to assist our members

We apologize for any conflicting information that was givenWe have received the member’s letter of medical necessity and now only require monthly itemized receipts for each massage, per the request of the IRSEach 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 paidReceipts can be uploaded online via the member portal or can be sent by email or fax to HealthEquityHealthEquity supervisors have attempted to contact the member via phone and email and their contact information was left with himWe have not yet heard a response from the member and are happy to help when we hear back from him

We again apologize for the inconvenience that the removal of QIF formatting has caused the memberThe feedback provided has been sent to appropriate parties: the HealthEquity implementation team and the Quicken teamWe 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 betterWe 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 membersIf we can provide further context for this decision, or provide additional support to the member, we invite him to call us at We are available every hour of every day and calling us is the most secure and timely method of communication that we offer

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

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 corruptedWhen attempting to pay the claim, our system denied the payment due to this corruptionHealthEquity contacted the member’s health plan to inform them of the situation and request they resend the claim information to usThe member was contacted by a HealthEquity supervisor on 3/11/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 HRAAt this time, HealthEquity is awaiting the updated file from the member’s insurance, but will be contacting the member with updates on the situationWe 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

Per federal regulation, HealthEquity is required to send printed statements to accountholders until opted into electronic statements and valid email address is providedThis policy is stated in the welcome kit mailed to all new accountholders when an account is openedOn October 19, 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 $disputed amount as a measure of good faithCredit 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.

n February 2016, this member submitted three reimbursement claims totaling $($163.66, $and $60.35) for medical expenses incurred in The member did not have a remaining balance in her 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 FSA fundsWhen this bug was discovered, it was corrected and because these expenses were ineligible to reimburse from funds, the claims were marked as overpaidWhen 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 $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 errorHealthEquity takes full responsibility for the mand apologizes for any inconvenience this has caused to the memberHowever, the member received her full FSA elected amount of $2,in 2015, and will receive the full elected amount of $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 sameA 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

This member submitted a transfer request to HealthEquity on 07/19/requesting all his HSA funds but $be transferred to Bank of AmericaPer HealthEquity policy, members are required to leave $in the account to cover HealthEquity’s closure fee if transferring or requesting reimbursement, so HealthEquity processed the transfer form, leaving a $balanceA HealthEquity supervisor contacted the member on 8/4/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 $Member has direct contact information for the supervisor if he has any additional concerns about this issue in the future

We apologize for the inconvenience this member has experienced while submitting documentation for his medical expensesHealthEquity 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 massageReceipts can be uploaded online via the member portal or can be sent by email or fax to HealthEquityA HealthEquity supervisor has emailed the member with this explanation as well as provided an apology for the information previously receivedIf the member has any questions, the supervisor provided her contact information that the member can use any time

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/ [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/ [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 toThe agent unfortunately didn’t update the address properly and the card was sent to the street address.• On 04/12/ [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/BCBS called for [redacted] and ordered additional cards for her dependents, ***, [redacted] and ***, which were sent to the PO Box addressMember should receive cards 7-business days from 4/The HealthEquity system does not automatically order cards for dependents, they need to be requested, which was not done until 4/27/HealthEquity also waived the fee for additional cards as a courtesy for the memberThe 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/The member was also given direct contact information to the supervisor if she has any more questions about this matter

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.

On January 20, 2017, the member submitted a reimbursement request that was improperly deniedThe member called HealthEquity on February 24, 2017, and we initiated a review of the claimAfter being reviewed, the claim was approved on March 16, and the requested amount was deposited into the member's bank accountWe sincerely apologize and have issued a gift card to the member to cover interest lost due to the improper denial of the claimIn addition, a HealthEquity supervisor reached out to the member via phone and email to apologize and discuss the situation

We apologize for the confusion that this member has experiencedThe account that [redacted] is receiving statements for is owned by her husband, ***It was started by a previous employer of ***’sA HealthEquity supervisor has reached out to [redacted] to let her know that these statements are legitimateIf these members would like to close the account, an account closure form has been provided to themWe are available every hour of every day to assist them with any questions they might have

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 refundedA 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 accountIf we can do anything further to assist, she is welcome to reach out to this supervisor directly in the future

We apologize for any inconvenience this member experiencedHealthEquity's member services representative that originally spoke with the member provided incorrect informationA monthly administration fee does apply.We will be refunding the member the total amount of $Additional training has been provided to our member services representative.We would like to thank this member for bringing this issue to our attentionIf we can assist with anything in the future, we are available every hour of every day at 866-346-

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 workFunding 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 accountWhen 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 (claims for $each) were both in a funding cycle HealthEquity received more funds from the member’s employer on 3/3/and his claims were paid outMr [redacted] was contacted by a HealthEquity manager who apologized to the member and explained the reimbursement and funding cycle process to himShe also confirmed his claims were both paid

We sincerely apologize for the frustrations this member has experiencedThe requested $was credited to the member’s HSA on 6/13/The member was then contacted by a HealthEquity supervisor to inform him of the completed transaction and to apologize for the delayThe member was also given the supervisor’s direct contact information for any future questions about this issue

We sincerely apologize for the inconvenience that this member has experiencedA HealthEquity supervisor has looked into the issue, and has been able to find the error that kept this member’s account openThe issue has been fixed and the full amount of $is being reimbursed to the member currentlyThis HealthEquity supervisor has reached out to the member to apologize and provide an update regarding her accountIf the member has any additional questions, she may reach out directly to the HealthEquity supervisorWe would like to thank the member for bringing this matter to our attention