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HSA Bank Reviews (248)

August
26, 2015
[redacted]
RE: Letter to the Revdex.com
Dear
Ms. [redacted]:
I
am writing in response to your recent letter to the Revdex.com
regarding your mother’s account at HSA Bank, a division of Webster...

Bank, N.A.
 I apologize for any frustration and/or inconvenience you may have
experienced.
While
researching your concerns regarding the distribution of your mother’s Health
Savings Account, (HSA); I was able to find the following information:
HSA
Bank records indicate that on June 8, 2015 you called and spoke with an HSA
Bank representative to report the passing of your mother, [redacted], in
2012.  On
June
24, 2015, we electronically mailed the required Executor of Estate paper work listing
the documentation needed to properly close your mother’s account.  On July 3, 2015 HSA Bank received the death
certificate, closing form and Voluntary Administrative Statement.  On
July
27, 2015, HSA Bank informed you that the estate paperwork needed to be amended
to include the HSA account as part of your mother’s property in order to close
the account. 
When
you contacted HSA Bank on August 10, 2015, a representative informed you that a
Deceased Notification Team representative would be in contact with you; our
apologies for not returning you call of August 10, 2015. When you called again on August 17, 2015, an
HSA Bank representative advised you, as they had on July 27, 2015, that the Voluntary
Administrative Statement needed to be amended to include the HSA account as
part of your mother’s property. 
As
previously indicated above, in order to move forward with the closing of your mother’s
account, HSA Bank will require an updated Voluntary Administrative Statement
indicating your mother’s HSA Account.  Once completed, please forward to
Attn:  [redacted]
At
Webster and HSA Bank we strive for excellence in everything that we do and take
pride in our customer service.  I
apologize again for your experience regarding this matter.
If
you have any questions or would like further assistance, please feel free to
contact me at
###-###-####.
Sincerely,
Judy
[redacted]
Cc:
Revdex.com

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending...

it.]
Revdex.com:
Thank you for your assitance in resolving this issue.  After Revdex.com's involvement an HSA bank representative did contact me.  Many times before asking Revdex.com for help I was igonored by HSA Bank.  Issue has been resolved.
Regards,
 
[redacted]

March 22, 2016     *
[redacted]
[redacted]
[redacted]   RE: Letter to the Revdex.com, # [redacted]   Dear Mr. [redacted]:   I am writing in response to your recent letter to the Revdex.com regarding an account at HSA Bank, a...

division of Webster Bank, N. A. I sincerely apologize for any frustration and inconvenience you experienced.   My research regarding your concerns with your HSA Bank account indicates the following:   On May 1, 2015, your health savings account was opened through your employer [redacted] ([redacted]) and on December 31, 2015, HSA Bank was notified to remove you from the employer group listing.   Please note that the enclosed fee schedules you were provided with reference an account closing fee in the amount of $25.00.   HSA Bank closing procedures apply the account balance, if less than the required $25.00, against the closing fee, and waive any outstanding closing fee due. When HSA Bank received your notification to close your Health Savings Account (HSA), the account balance was $8.01 which represented the balance in the account of $6.26 plus the $1.75 Monthly Account Maintenance fee. The account was closed on March 12, 2016, with a balance of $8.01 applied to the closing fee; with the additional closing fee amount waived.   However, as a courtesy, on March 16, 2016, HSA Bank mailed a reimbursement check in the amount of $9.76 to you at the address above. This amount represents the account balance of $6.26 and two (2) monthly service fees each in the amount of  $1.75 that were rebated.   At Webster and HSA Bank we strive for excellence in everything that we do and take pride in our customer service. I have submitted your remarks concerning this to our Voice of the Customer program which is reviewed by our executive management.   Please contact me directly at ###-###-#### with any further concerns or questions.   Sincerely,       Diana [redacted]   Cc: Revdex.com

August 2, 2017
 
 
 
RE: Letter to the RevDex.com, Case # [redacted], Ms. [redacted]
 
To Whom It May Concern:
 
At Webster and HSA Bank we
strive for excellence in everything that we do and take pride in our customer
service....

We have contacted M.s [redacted] directly and a written response
addressing her concerns has been sent via US Postal mail.
 
Sincerely,
 
 
[redacted]
VP, Customer Relations
Office of the President, Webster Bank, N. A.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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'm happy to hear that my personal information has not been compromised and thank you for the prompt attention to this matter.
Regards,
[redacted]

Dear Ms. [redacted]:
 
I
am writing in response to your recent letter to the Revdex.com
regarding your account at HSA Bank, a division of Webster Bank, N.A.  I
apologize for any frustration and/or inconvenience you may have experienced.
 
My
research...

regarding your concerns on your contribution correction request for
your HSA Bank account indicates the following:
 
Our
records indicate you contacted HSA Bank Call Center on Mar 17, 2015 to advised
us that you needed to remove the contribution prorated for 2015 due to your
employer has agreed to fund your first three months for the year of 2015. Call
Center representative informed you that you could fax, mail or email us the
letter requesting to remove your contribution for 2015, letter needed to 
include your full name as appear on the account, your mailing address, account
number information, and your physical signature is required to complete the
process.
 
We
received your letter including the all the information  above on April 21,
2015 and we started the process in the Operations department to issue the check
for the removal contribution request for 2015in your HSA Account. 
You
contact us back during the month of May  because you had not received the
check yet.
 
HSA
Bank records indicate that  the check was mailed to you on June 08,
2015  and our Customer Relations Specialist followed up with you on June
16, 2015  to confirm you received the check. Once again we apologized
for the delay process that took in our part to get this check issued and mail
to you.
 
At
Webster and HSA Bank we strive for excellence in everything that we do and take
pride in our customer service. I apologize again for your experience regarding
this matter.
 
If
you have any questions or would like further assistance, please feel free to
contact our Customer Contact Center toll-free at ###-###-#### Monday through Friday between the hours of 7 AM to 9
PM CST and Saturday 9 AM to 1 PM CST.

Re:...

 [redacted]Although the business claims they sent me a response by postal mail, I have received nothing after seven days.  As the Revdex.com will assume that I am satisfied if I do not respond in a timely fashion, I am reporting now that I have received no communication from the business, and all of the concerns in my original complaint still stand.
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.    Thank you so much for your attention to this matter.   I appreciate the help!
Regards,
Russell [redacted]

At Webster and HSA Bank we strive for excellence in everything that we do and take pride in our customer service.
Our fee schedule is clearly stated in our Welcome Kit provided at migration and a written response addressing your concerns has been sent via US Postal mail.

Review: Charged $3.00 Investment Fee twice in one month. According to the fee statement if you invest and do not keep a balance of $5,000 or more in actual account at HSA bank you will receive a fee of $3.00 each month.

Also receive a $2.50 fee once a month for not having a balance over $5,000 in the account at HSA bank. This is charged between the 1st and 2nd every month.

However the investment fee of $3.00 is never charged at the same time and randomly pops into account at random times. Between June and July I was charged this $3.00 fee three times between 6/1 and 7/6 on the following dates:

6/1/2015, 6/30/2015 and 7/2/2015, this does not conform to the fee schedule that states that this fee will be charged only once monthly if account is not over $5,000 and use investment options.

The last charge before these was on 4/21/2015. Why are these charges at random times every month and not consistent like the regular monthly $2.50 fee? At any rate I was charged two fees in June.Desired Settlement: I request to be refunded $3.00 for the duplicate charge of this fee in June, according to the fees schedule this should only be charged once a month. I have emailed and tried to call leaving a message for a call back and don't receive one. Coming to the Revdex.com for a faster resolution as this was the only way to get a response the last time I had issues with this banks business practices.

Business

Response:

July 21,

2015

Review: I am attempting to have $1087.50 refunded from my HSA because I paid it myself and now my employer has agreed to fund my first three months. I have been requesting, calling, mailing, emailing and waiting on hold for 2 months to get this resolved. I have had promises made of phone calls, emails and checks but so far I have seen no money returned. It is my money that I have placed in trust with HSA Bank and I believe it should be easier to retrieve this money than waiting almost three months (since March 17).Desired Settlement: I would like a check for the money I deposited in a timely fashion.

Business

Response:

Dear Ms. [redacted]:

Review: On 3/22/2016 I requested they close my account. As of 4/29/2016, my account is still open.Desired Settlement: Close the account and waive the $25 charge for closing the account

Business

Response:

May 9, 2016 RE: Letter to the Revdex.com, # [redacted] Dear Mr. [redacted]: I am writing in response to your recent reply to the Revdex.com regarding an account at HSA Bank, a division of Webster Bank, N. A. I apologize for any frustration you may have experienced. My research regarding your concerns outlined in your letter indicates the following: Records indicate you contacted HSA Bank on March 22, 2016 to request the closure of your health savings account. You were informed of the $25.00 closing fee and your request was submitted for processing. When you contacted HSA Bank on April 29, 2016 to inquire on the status of the account closure, you were advised that your request was in process and that the closing fee would not be waived. HSA Bank makes every attempt to process account closure requests in a timely manner. I apologize for any inconvenience you may have experienced due to the delay in processing your request. Due to the circumstances, the $25.00 closing fee has been waived and your account was also credited $2.00 which represents the April monthly maintenance fee. Your account closed on May 7, 2016. We take these matters seriously and have addressed and shared this matter with the parties involved and the appropriate levels of management. I have also submitted your remarks concerning this to our Voice of the Customer program which is reviewed by our executive management. Please also contact me directly at ###-###-#### with any further concerns or questions. Sincerely, [redacted] Customer Relations Specialist Office of the President Cc: Revdex.com

Review: Transfer of funds to new HSA account. Mailed signed form april 2. Emailed form. Emailed again. Waiting for my funds. Continue to get service fees while I wait.Desired Settlement: Transfer money. Fedex check or wire transfer to new bank.

Business

Response:

Dear Mr. [redacted],Per discussion with [redacted] of our office, it appears that your concerns have been addressed. I apologize for any delay you experienced. If you are in need of any other assistance, please do not hesitate to contact us. Thank you, Sincerely, Charlotte ** K[redacted]

My debit card for the health care savings to save pretax money for health care related costs expired 1/1/14. I have called numerous times to get new cards sent. It is now 2/14/14 and bills keep coming without my planned means to cover them. I have been told that the target breach has them behind and that they will not expedite cards without me paying $57. I'm not sure what I did wrong to deserve this level of service. My employer selected this service when they downgraded my health care coverage 2 years ago. I'm frustrated and I'm not sure where to turn. My employer said to save receipts to get the money out once the cards come. Don't feel like they care much either.

Review: I have been requesting for over one month my return of funds. I cancelled my account with them, and have complied with all of the forms they requested, and yet they still have not closed the account and sent my funds. The reason for my cancellation is that their revised website is unworkable, despite numerous complaints I made, which were never properly addressed.

When they did respond as to why my funds are still be retained by them, they said it can take "up to 3 weeks to send funds" and now it's over a month as of tomorrow.

I believe they have an unreasonable, perhaps undisclosed practice of retaining funds for their financial gain to the detriment of dissatisfied customers. Under what reasonable premise would it take over a month for them to issue a check?Desired Settlement: Deal with customer complaints besides their rote answers that anyone can read on their site. They do not fix problems related to customer service, just give the same generic answers without addressing a real fix.

They also should return funds on deposit in a reasonable time frame.

Business

Response:

May 18, 2016RE: Letter to the Revdex.com, # [redacted] and the Office of the Comptroller of the Currency, Case #03080279Dear Mr. [redacted]:I am writing in response to your recent letter to the Revdex.com and the Office of the Comptroller of the Currency regarding an account at HSA Bank, a division of Webster Bank, N. A. I apologize for any frustration you may have experienced.At Webster and HSA Bank we strive for excellence in everything that we do and take pride in our customer service. Please be assured we take these matters seriously and have shared this matter with the appropriate levels of management.My research regarding your concerns outlined in your letter indicates the following:HSA Bank received your request to close your account on April 8, 2016. However, due to an extremely high volume of requests, there was a delay in processing. In your subsequent calls to HSA Bank in April 2016, you were informed that HSA Bank had received your request to close your account and that it was in process. On May 13, 2016, a check for the balance of the account was sent via overnight mail and delivered to your address on file as referenced. Subsequently, your account closed on May 14, 2016. Due to the circumstances, HSA Bank has waived the $25.00 closing fee. HSA Bank makes every attempt to process such requests in a timely manner. I apologize again for any inconvenience you may have experienced due to the delay in processing your request. I have also submitted your remarks concerning this to our Voice of the Customer program which is reviewed by our executive management. Please also contact me directly at ###-###-#### with any further concerns or questions.Sincerely,[redacted]Customer Relations SpecialistOffice of the PresidentCc: Revdex.com Office of the Comptroller of the Currency

Review: Although I have sufficient available balance in my HSA account payments using my HSA debit card are always declined. Calling HSA bank they acknowledge there is sufficient balance but they continue to deny access to funds. The response is always the same indicating they will research the issue and get back to me within 2 - 3 business days.Desired Settlement: I request that HSA releases the money in my account.

Business

Response:

In review of the account, I show multiple debit card transactions from 4/3/2015 - 5/4/2015. I believe full access to the funds has been achieved.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Thank you for your assitance in resolving this issue. After Revdex.com's involvement an HSA bank representative did contact me. Many times before asking Revdex.com for help I was igonored by HSA Bank. Issue has been resolved.

Customer service is non-existent, they take no responsibility for their errors:
I recently contacted HSA Bank to dispute an over-charge on my HSA bank debt card. I specifically asked if this would effect the functionality of my debt card and was told that it would not, and that the card was still usable.
They lied. Every time I tried to use it, it was "declined" but HSA insisted it was just a network "glitch", and I knew there was well over a (positive) balance of $2,000 so I continued to use the card trusting what HSA bank representatives told me.
Big mistake. ALL of my subsequent charges were "declined" resulting in the non-processing of all of my medical tests; my follow up appointment with my Dr. was a total waste of time and even more money as no test results had been sent as a result of the "declined" charges.
HSA bank has taken no responsibility whatsoever despite my contacting them on FIVE occasions. They offered to send me a replacement card, but told me it would take ONE WEEK as they wouldn't pay for expedited shipping!!!
I've had to take a half-day off from work to call several different medical laboratories and health care providers to make alternative payment arrangements and re-schedule test and Dr. appointments.
Edit: HSA bank has contacted me to arrange two-day shipping of a replacement card. A very small gesture considering the time and expenses I've incurred due to their total incompetence.

The automated system that resets PIN numbers so that I can use a debit card to purchase medical supplies for my wife that had emergency surgery in the early hours of a Sunday morning was not working. When speaking with a customer service representative, the only thing that could be done was reissuing another debit card. This would not help me nor solve my problem. The HSA Bank's customer service department could do nothing to help me.

I have had a horrible experience over the last 2+ months!! My company switched to HSA bank to administer our HSA accounts and consequently I was forced to transfer funds from our previous provider to this nightmare company, or I would be given penalties for not having a high enough minimum balance in my HSA account. First of all the fax number on the transfer forms was wrong which delay things for over a month. 2nd they received the check from the previous company and endorsed it very quickly, but never posted it to my account. After hundreds of hours spent on the phone waiting for customer service to answer (average wait time was 30-45min, and often over an hr.) everyone I talked to blamed the first company, or stated "it takes 6-8 weeks for it to be posted", and after I providing proof of the canceled check cashed by them (provided by the first company) they still did not post the amount to the account for over 2 months. I also have complaints filed with my company, the FDIC and the Webster Bank home office, and my next recourse at the direction of my attorney was to file a police report. Somehow, something got through to them, but it sure wasn't me as the customer. THE WORST CUSTOMER EXPERIENCE I HAVE EVER ENCOUNTERED IN MY LIFE!!! IF YOU ARE AN HUMAN RESOURCE PERSON CONSIDERING USING THIS THIS COMPANY TO ADMINISTER YOUR HSA ACCOUNTS PLEASE PLEASE , DO NOT SUBJECT YOUR EMPLOYEES TO THIS COMPANY. OBVIOUSLY WHEN YOU READ THE OTHER REVIEWS YOU WILL REALIZE THIS IS THE NORM FOR THIS COMPANY AND NOT THE RARE EVENT.

Review: On Feb 3rd, 2016 I closed my HSA Account by completing a fully executed account closure document and emailed to the HSA Bank representative as well as faxing it to the fax number specified on the document. I confirmed with the representative via email that it was received. I also called a couple of days later to verify that the account was closed and was told yes, as well as a check would be sent out within a couple of weeks and she would call me once it was processed. I waited a month, no phone call and no check.

On March 8 , 2016 I called HSA Bank again and after waiting on the phone on hold close to an hour just to even talk to a representative, I was told that a check had been sent out to which I replied that they needed to re-issue a new check to me and to please expedite it. I agreed to this after the representative told me that I could not get an ACH nor a Wire to my regular checking account. Which I later found out that it was false, since a wire could have been done at that time. She also committed to call me when the request was processed and that she would request to the operations department an expedited resolution and again she would call me back to let me know the status. Two more weeks went by and no phone call and no check.

I called HSA Bank again on March 23, 2016 - this is now probably my 5th-6th if not more call to HSA Bank on this issue and was being given the run around that they would send another check and I was going to be called back....the same story all over again. I demanded to speak to a supervisor to which I had to insist multitude of times to get me a supervisor. "a supervisor on duty" gets on the phone and he discovers that no check had been issued and no expedited request had been done previously. This was totally a lack of care and "Big Business" attitude from HSA Bank. The supervisor proceeds to tell me non-sense that I could go online and create an online account so I could link my regular checking to the now "closed" HSA account and then they would be able to ACH the funds to me. Totally incorrect! I demanded to get a wire done and then I was told that they needed a physical address to either overnight a check or to do the wire. I asked them to Express Mail the check to my billing address to which they claim they sent the original check and was returned to them - which I don't even have any confidence that a check was even issued in the first place, but HSA Bank would not use Express Mail - what business does not use the Postal Service??? This was unbelievable so I had to request to get the wire done multiple times with the address on file and requested that a m[redacted]ger call me back if there were any problems.

This morning, 3/24/16, I get a call from a m[redacted]ger already negatively pre-disposed and was at least giving a reason as to why they claimed that they needed my physical address to do the wire. So a wire was promised to be done today. 2:30 pm and no wire in my bank account. I called HSA Bank - this time to her direct line and the m[redacted]ger is not around. I leave her a message and call the regular customer service number and after much ado I finally get the representative to get me the information on the wire but had to insist on getting the tracking number several times. She said that the operations department did not have the banking reference to provide. Do you really think that a Financial Institution would not have the banking reference for wires that they send?

What an awful experience with HSA Bank and I caution you if you have a bank account with this institution. They must think we are ignorant and will leave our money with them by giving us the run around, false promises, false information and not calling back unless you become so irritated and infuriated that they understand that you will not give up in trying to get the funds back. I have read the other complaints and I am not the only one who has had to demand for our funds to be returned to the rightful owners.Desired Settlement: Warn others who currently bank or are considering banking with HSA Bank a division of Webster Bank of their lack of sense of duty and keeping funds that do not belong to them for an incredible extended time even after you request for the return. Warn others of the run around from HSA Bank so you all know the routine verbiage from them.

Business

Response:

April 22, 2016 [redacted] RE: Letter to the Revdex.com, # [redacted] Dear Ms. [redacted]: I am writing in response to your recent reply to the Revdex.com regarding an account at HSA Bank, a division of Webster Bank, N. A. I apologize for any frustration you may have experienced. My research regarding your concerns outlined in your letter indicates the following: At Webster and HSA Bank we strive for excellence in everything that we do and take pride in our customer service; I regret that you received less than our expectations in your interactions regarding this matter. On February 6, 2016, HSA Bank received your account closure request. On February 10, 2016, check 521813 in the amount of $632.18 was mailed to your address as indicated above and your account closed effective the same day. In your conversations with HSA Bank on March 8, 2016, you were informed that your account was closed and a check had been mailed as stated above. You requested a stop payment be placed and a new check be reissued. Unfortunately, the stop payment was not expedited as requested. When you advised HSA Bank on March 23, 2016 that you still had not received any check, you were informed that the initial check sent on February 10, 2016, had been returned. In response to your request to now have the check sent via overnight mail or via wire transfer, you were advised that a physical address would be required to do so. On March 24, 2016, HSA Bank obtained your physical address and a wire transfer was processed to First Bank in the amount of $632.18; and a supervisor from HSA Bank contacted you to provide you with the tracking number. We take these matters seriously and have addressed and shared this matter with the parties involved and the appropriate levels of m[redacted]gement. I have also submitted your remarks concerning this to our Voice of the Customer program which is reviewed by our executive m[redacted]gement. Please also contact me directly at ###-###-#### with any further concerns or questions. Sincerely, [redacted] Customer Relations Specialist Office of the President Cc: Revdex.com

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Description: Financial Services, Banks, Savings Institutions (NAICS: 522120)

Address: 605 N 8th St Ste 420, Sheboygan, Wisconsin, United States, 53081-4525

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