HSA Bank

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

Review: On 03/28/16, I made six online requests on the HSA Bank website to be reimbursed for medical bills I paid out of pocket. Five of the six requests went through and were properly deposited into my checking account from my HSA account. One transaction, in the amount of $119, did not go through. I noticed that this transaction had the patient listed as "undefined" rather than under my name which is likely why it did not go through. However, the $119 in question was immediately deducted from my HSA account and marked as Paid on 03/29/16. IT WAS NOT PAID. The deposit was not made to my checking account and was not credited back to my HSA account either. The $119 is missing. I have sent multiple emails regarding this issue which have been ignored. I cannot go back into that transaction to correct the patient name. I cannot make a second attempt of this transaction until the money is back in my account.Desired Settlement: I want the missing $119 to either be paid to me or put back into my HSA account.

Business

Response:

April 13, 2016RE: Reply 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. On March 28, 2016, HSA Bank records reflect that your reimbursement transaction in the amount of $119.00 was processed and funds were deducted from your health savings account on March 29, 2016. These funds were sent electronically via the Automated Clearing House (ACH) to the account selected ending in 9094 to Tucson Federal Credit Union.On March 30, 2016, the funds were returned to HSA Bank with an error message stating that the account ending in 9094 was closed. On March 31, 2016, HSA Bank mailed check number 540390 in the amount of $119.00 to your address above. Our records reflect check number 540390 was cashed as of April 8, 2016. Since the account ending in 9094 is closed, HSA Bank has removed this account from your profile to avoid any further confusion. On April 1, 2016, HSA Bank responded to your email asking you to contact them directly for assistance; records do not indicate any response on your part. Please note, when completing the reimbursement request, please be sure to check the radio button next to “Recipient/Patient”. Since this is not a required field the name will appear as “Undefined” and will not affect the processing of your request. You may update this field by going to your account activity, selecting the transaction and then select “Update Expense/Recipient/Patient” to update. 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,[redacted]Customer Relations SpecialistOffice of the PresidentCc: Revdex.com

Could not get a 2015 1099 by April 15th, my filing deadline. Called twice, they said they would put it up on the website, never did. I am transferring my account balance to [redacted] bank. BTW you cannot download transaction to Quicken or Money financial management program. Instead you must download the monthly statements and enter them MANUALLY.

Review: On my statement from HSA Bank that was sent to me in the mail ending the period of 4-30-2015, my balance was $108.76. I went to my doctors office 5-24-2015 to pay my bill with this remaining balance. I received my statement (dated 6-22-2015) from Providence Surgical Assoc. My statement did not show where I had made the payment on 5-24-2015. On Tuesday, 6-30-2015 I attempted to make a payment to [redacted] collections agency) over the phone, now my balance was $104.76 for no unexpained reason. [redacted] told me my payment was declined. I called HSA and was told there was a payment pending (5-24-2015) to [redacted] . I called [redacted] and was told they had no way of accepting pending payments. I called HSA and asked them to delete the transaction for the payment pending and was told they could not perform that task. I asked HSA if they could call [redacted] to work through this situation from 5-24-2015; they said they could not. After going back and forth with several more calls trying to resolve this, HSA told me the transaction would fall off on Friday the 3rd of July. I waited until Monday, July the 6th to call HSA to check my balance and the recording told me my balance was now $102.26. I called [redacted] and had them run the debit card for $102.00; the charge was once again declined. I called HSA and was informed the hold on 5-24-2015 had not dropped as I was led to believe. After being placed on hold, HSA told me they would force the payment of $102 to [redacted] and the transaction would be completed by Wednesday the 8th of July. I called HSA today and my balance was still $102.26. I spoke with a representive for HSA and was told there was nothing on my account from letting a transaction now go through. I called [redacted] and had them run a charge of $102; it was once again declined. I called HSA back, they said it will take 8 business days for this new pending transaction to fall off.Desired Settlement: I would like for HSA Bank to use my monies from my account to pay [redacted] (account 117378).

Consumer

Response:

On Tue, Jul 28, 2015 at 11:10 PM, [redacted] <[redacted]> wrote:

Review: Incorrectly charged investment fee of $3.00 while maintaining a balance over $5,000.00. Contacted back by email day of charge, received no follow-up. Called the next evening while still business hours and was told the charge would be reversed. No reversal after 4 business days, called back and was told it would be processed in the next few days. Still not processed 5 days later and called back and told a resolution date was not known but they were aware of the problem.

They charged my account incorrectly for the fee and are not correcting it in a timely manner.... if they took it out they should be able to return it just as easily. Will tontinue to call requesting the refund but keep getting a run around every time and now they won't supply a date of estimated correction.Desired Settlement: Return my $3.00 and do not charge me $3.00 next month. Due to the incorrect charge my balance was moved under the threshold and I know they will try to change me next month as well, some kind of way to screw people that follow the rules to not have charges.

Business

Response:

Dear Mr. [redacted],Thank you for your submission. I beleve that we have rectified the situation per a phone conversation with you last evening. Prior to your contact, we were in the process of determining accounts such as your's that we needed to make a fee adjustment and do apologize that we were unable to complete this before your contact. We appreciate your business and look forward to improving our service to you. Sincerely,[redacted]

Consumer

Response:

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 am still disappointed that it required filing a complaint with the Revdex.com to have the charge reversed. 16 days is a bit extreme. Prior to receiving contact I transferred all my funds to my investment account (excluding just a portion to cover fees that will be charged). The fee percentage works out to under 1.5% a year on an amount of $5,000; hopefully anyone can beat that in the market. Going forward I'll just eat the fee if errors can occur that charge it anyways that take four phone calls and a complaint to the Revdex.com to have reversed.

I haven't been able to use my account for the last 6 months!
I have been trying to call customer service for the last 3 months and I have never been able to get to a customer service representative. I have tried to email them as well but they didn't really answer my question.
My issue is still unresolved and I still don't know what to do about it.

It is extremely difficult to get a customer service rep on the phone. Every time I call I get the message "we are experiencing longer than normal wait times". If this is happening every day they need to increase staff. This is the worst customer service I have ever experienced. Regretting I ever transferred my HSA to them.

Review: I carried a balance on my HSA Bank card after separating from my previous employer. I actively used the card during that time and was told that I would not be charged a service fee. Nov. 2014 was that last active use on the card. At that time I had a balance of $52.49. Each month the company charged me a service fee slowly draining the amount from the card. Once I realized this, I called to cancel the card and get the fees waived. The gentleman explained that I would have needed to call back in Nov 2014 to cancel the card and have a refund mailed and that there was not closing fee. I asked to speak with a manager who could waive the fees and approve a refund on at least half the charges since I was not supposed to be billed a service fee. He told me that unfortunately this was not something he could justify approving or passing on to a manager as they would give me the same information.

This is not only bad business, but poor customer service.Desired Settlement: The card has now been closed. I would like a refund of the original balance of $52.49 mailed to me in the form of a check that reflects what I had in the account before they begin to drain it each month with unexpected fees.

Business

Response:

May 9, 2016 RE: Letter to the Revdex.com, Case # [redacted] Dear Ms. [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. My research regarding your concerns as outlined in your letter indicates the following: In September 2015 a Transition Kit was mailed to you at the above referenced address with details regarding the migration from JPMorgan Chase to HSA Bank, a division of Webster Bank, N. A. with the migration taking place as scheduled on October 24, 2015. The enclosed HSA Bank’s Fee Change Sheet was included with your Transition Kit reflecting the applicable fees to be associated with your Chase free agent stand-alone migrated account. As this was a migrated account; all fees remained the same. JPMorgan Chase records indicate that your account transitioned to a free agent account with JPMorgan Chase on March 14, 2013. Thereafter, JPMorgan Chase charged you a Monthly Account Maintenance fee of $3.00, as reflected in the enclosed Chase fee schedule that was mailed to you at that time. While we do not wish to lose you as a customer, your request to close your HSA Bank account was received on April 27, 2016 and is currently being processed. At Webster and HSA Bank we strive for excellence in everything that we do and take pride in our customer service and have addressed and shared this matter with the parties involved and their upper levels of management. 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 additional concerns or questions. Sincerely, [redacted] Customer Relations Specialist Office of the President, Webster Bank, N.A. Cc: Revdex.com

Review: My deceased mother has has $1100 tied up in HSA bank for three years now. My mother [redacted] died on August 17, 2012. I just found out about the account in early 2015. I am the voluntary administrator of the estate and the money belongs to my mother's heirs to her estate. I have sent them all the information the have requested of me and they do not return my calls or send me in writing what further documentation I need to send them. They have my email, my phone number and my address and still I get no response. Do I contact the IRS? to let them know they are holding people's funds? This is not their money to keep. I have requested to speak to the administration in charge and I still get no response. I am at a loss as to where to go from here.Desired Settlement: I would like the company to send the $1100 that is owed to my mother's estate so that it can be given equally to the four heirs to the estate. I am totally disgusted in the way that they have treated me and not followed up with me since June 24, 2015.

Sincerely,

Business

Response:

August

26, 2015

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

Cc:

Revdex.com

Business

Response:

September 1, 2015 [redacted] RE: Letter to the Revdex.com Response Dear Ms. [redacted]: I am writing in response to your recent letter to the Revdex.com with regards to our correspondence dated August 26, 2015, at which time we outlined what HSA Bank required in order to expedite the closing of your mother’s account. (Attached is a copy of said letter) I apologize for any frustration you may have experienced. HSA Bank has noted in your response to the Revdex.com, that you (with the assistance of your attorney) will be filing an amendment to the Voluntary Administrative Statement. Once filed and processed with the probate court, please send HSA Bank an original certified copy by forwarding same to Attn: [redacted]. HSA Bank will process the documentation as quickly as possible once reviewed. At Webster and HSA Bank we strive for excellence in everything that we do and take pride in our customerservice. 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, [redacted] Cc: Revdex.com

Consumer

Response:

The worst bank I have ever dealt with.
First, they closed my account for no reason without even notifying me. When I started to figure out why they did it, they first said they need additional information to provide my identity, but then they said they have everything they need. After a week, the account was still not reopened, I called them back, and they told they need my information. So I sent my information through their online system. Another week gone, account is not reopened. I call again, they tell me they have everything they need, they will figure out why account was not reopened and call me back within a week. One more week gone, account is not reopened, no call from the bank. I call them back, and they tell me they need my information (despite they previously confirmed at least twice that they had everything they need). So this time I got email from customer service representative, and requested to send me confirmation that all required information was received. I got the confirmation, and in about a week time account was reopened. Happy end? No. That’s just half of the story.
When they closed my account, they sent me a cheque with the balance. I sent it back with application to reopen my account. They confirmed they received the cheque, but a week after account was reopened, money was still not there. So I called them to find out where my money are. They started to look for a cheque and confirming that the check was not cashed in. They told it will take 7 to 10 business day to process the cheque. Two weeks later, money are still not on my account, I call them back, they tell me it’s in process, they found the check, so I just need to wait a little bit more. Another week gone, no money on account, I call them back, and they start to look for a cheque (the one they have previously confirmed multiple times that they have it).
So it all started mid-March, it is end of May now, I still did not get my money back into account (now they promise it in two days, we’ll see). I guess their service is very cheap and that’s why insurance companies pick them for their HSA account; otherwise I don’t see how this business still exists.
I want to specifically notice that it is not a problem of separate people in their customer service, but the system problem. They don’t seem to have reliable data base; they don’t seem to have way to track customers’ requests and data. Every time I call they seem to start the entire case allover. This is like 18th century company, and even then companies probably had better tracking systems for they customer service cases.

HSA bank is nothing but a theft machine @25.00 to close my account and get MY money at that, It has been more than a month and I still haven't gotten my check for closing my account. Revdex.com what the hell are you doing giving them a good review.

Review: Unable to get bank to close account. They say they are in the process of closing, and it will be closed next week. They have been telling us this for 4 months.Desired Settlement: Accounts closed (one for me, one for my wife)

Business

Response:

May 12, 2016 [redacted] 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 16, 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 your wife, [redacted], contacted HSA Bank on May 3, 2016 to inquire on the status of the account closure, she was advised that the request was in process. On May 4, 2016 you were contacted by HSA Bank representative, [redacted], to verify your account information. Ms. Hutchinson was able to speak with both you and your wife, wherein she informed you that she would expedite your closure requests. The $25.00 closing fee for each account was waived. Both accounts were credited in the amount of $12.00 and the accounts closed on May 12, 2016. 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. 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

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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I have an HSA Account established with the bank on January 1st 2016 through CIGNA and my employer. Both myself plus my prior employer made a one-time contribution to the account, that because I left in mid-January 2016 now exceeds the prorated IRS limit for having an HSA account (and the required High Deductible Health Plan) for this period of time.

Because of the above, I submitted an "Health Savings Account Distribution Request / Account Closure Form" using the "Excess Contribution Removal" checkbox to HSA Bank in on 2/3/16 via US mail, to the address on page 2 of the form. I waited patiently for a response, honestly expecting distributions to not take any longer than a week in our digital age (also having a direct deposit bank account already having been linked to my HSA account). After 2 weeks, I called HSA bank on February 18th to inquire; which is a bad experience for the customer, because you have to call CIGNA first, and then the CIGNA representative has to forward you to HSA bank (and they will not give a direct number to me to speak to the department that CIGNA is forwarding me to). I spoke with R. [redacted] in HSA bank's customer service, who told me the form was not received, and offer for me to email the form to her. I emailed the form the next day, on February 19th. I expected then to either receive an acknowledgement of receipt, or something telling me that the attachment couldn't be opened, etc; however, I did not. I hoped that maybe the form would just go into the queue to be process, alas it was not.

Frustrated with the process of trying to get MY MONEY back, I delayed until April 2016 to followup with the request. On April 15, 2016 I faxed a new "Health Savings Account Distribution Request / Account Closure Form" using the "Excess Contribution Removal" checkbox to HSA Bank to the phone number on page 2 of the form. Admittedly, I had accidentally used the phone number instead of fax number, however the fax still resulted in a successful transmission with a confirmation page saying "success". I waited 2 more weeks with no response until I carefully examined my fax confirmation page and determined I used the phone number instead of fax number. Even though I received a fax confirmation, because of the problems I had faced so far, I figured it a safe bet that I needed to fax to the fax number. I did this on or around April 29th, 2016.

Approximately 1 week after my second fax, I still did not receive a response, so I called customer service again in early May 2016. I did not get the name of the representative that helped me this time, but again I had to "jump through the phone hoops" by calling CIGNA, then CIGNA being confused about what I was asking for, before they would realize I needed to talk to HSA bank, and then being transferred. The representative told me that based on the information in my file, they had received a request form on March 30th, and another on April 15th. The representative said the notes in the file said my March 30th form did not specify a "tax year" and an outbound call to me was supposed to occur to determine the "tax year". I have three problems with this: 1) if HSA bank received a form on March 30th, that is an incredibly slow response to my February attempts to deal with them in my second paragraph above; 2) If they are going to hold up distribution requests for a "tax year" they should have a spot on the form to ask for this information and 3) If they were supposed to make an outbound call, they either did not leave a voicemail (I do not answer unknown caller id phone numbers, like many people), or did make it within the next 4 weeks (between March 30th and early May when I was now calling). I find this to be totally unacceptable for customer service, nevertheless, I return to the phone call.

Next in the phone call, the representative told me that since they received the next form on April 15th, it had been scheduled for processing. I asked when the form would be processed, she answered that she would check to see what date was last processed for similar request forms. The representative replied that the bank had just processed forms through April 14th. I found this date to be extremely "convenient" to the bank, as this was just one day before my form was received. However, I then asked when that meant my form would be processed, and the representative said within the next week.

It is now May 20th, and I still do not have MY MONEY. I find that the bank's customer service process does not work, so I have no choice but to appeal to a third party to get my request form processed.Desired Settlement: My desired outcome is for the bank to process my distribution request. If there is needed information missing from the Bank's own distribution form, they should call me (and leave a message!) or email me. If there is a clarifying question, they should call me (and leave a message!) or email me. All I want is MY MONEY out of MY ACCOUNT!

Business

Response:

May 26, 2016 RE: Letter to the Revdex.com, Case # [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 apologize for any frustration and/or inconvenience 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 the concerns you outlined in your letter indicates the following: HSA Bank received the Health Savings Account Distribution Request/Account Closure form on March 30, 2016. However, due to the omission of the tax year, it was necessary to contact you for that information. Unfortunately, no such call was made. When you contacted HSA Bank on April 15, 2016 and provided the missing information, however, due to an extremely high volume of request there was a delay in processing. 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 verified that your distribution request was processed effective as of May 25, 2016. If it your desire to close the health savings account, please contact Ms. [redacted] at HSA Bank at ###-###-####. The Health Savings Account Distribution Request/Account Closure form has also been updated to include an option to provide the tax year. Your comments are very important to us and as such, I have also 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, [redacted]VP, Customer RelationsOffice of the President, Webster Bank, N.A.

Review: I've tried for many months now to close my account and get my money transferred to a new HSA. First I sent the form they requested to transfer my money. After waiting and nothing coming of it, I went through my new HSA and they submitted the forms, and they still heard nothing back. Then I called them up and after waiting on hold forever they finally asked me to email them the form and they would fast track it and have it done in a week. After that week I called back again and they said it was processing and that it should be done in a week again. I gave them two more weeks and now I still don't have my funds out. This whole time they're accruing fees from the account and the whole company is shady.Desired Settlement: I want the money from my HSA bank account to be transferred to my new HSA. I want the fees i've been accruing over the months while this company has kept holding my money to be reimbursed.

Business

Response:

June 14, 2016 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 apologize for any frustration you may have experienced. At Webster Bank we strive for excellence in everything that we do and take pride in our customer service. I regret you received less than our expectations. My research regarding your concerns outlined in your letter indicates the following: HSA Bank acquired your health savings accounts from JPMorgan Chase (JPMC). Your account was transferred to our system platform in March 2016. Your rollover request form that was received by JPMC in March 2016 was forwarded to HSA Bank as part of this transition and was unfortunately misplaced during this transfer process. On May 19, 2016, HSA Bank received your rollover request via fax. Due to an error on our part, the request was not forwarded for processing until May 31, 2016, resulting in a delay in completing your request. I was able to verify your rollover request was completed and a check for the remaining balance was mailed to Optum Bank on June 8, 2016 via US Postal mail. On June 9, 2016, your account closed. HSA Bank makes every attempt to process rollover requests in a timely manner. Again, I apologize for any inconvenience you may have experienced due to the delay in processing your request. Due to the circumstances and as a courtesy, a refund check in the amount of $9.00 will be mailed to your address on file as referenced above. The refund represents reimbursement for 3 months of monthly services charges in the amount of $3.00 each for March, April and May 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 203-741-4877 with any further concerns or questions. Sincerely, [redacted] Customer Relations Specialist Office of the President Cc: Revdex.com

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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Due to recordkeeping errors, HSA Bank has provided me with incorrect Form 1099 reporting. Specifically, I received a 2014 Form 1099-SA indicating a Gross Distribution of $3,250 when no distribution has ever occurred. I addressed the recordkeeping error with HSA Bank's Customer Service department in January of 2014 and was assured that the 2014 1099 reporting would be correct. I received the incorrect 2014 Form 1099 in January of 2015 and immediately began a lengthy communication process with Customer Service. I have been told that the "Operations Department" would issue a Corrected Form 1099, however, this has not happened. I have had several documented communications with Customer Service over a period of 3 months and have been completely unable to resolve the incorrect tax reporting.Desired Settlement: Immediate receipt of a Corrected 2014 Form 1099-SA.

Consumer

Response:

By way of update, HSA Bank did recently correct my 1099 reporting. They stated that internal IT system upgrades would preclude them from doing so until May 11, 2015, however, they actually did send me a corrected Form 1099. Although I am very disappointed it took so long to resolve the erroneous reporting, I'm satisfied with HSA Bank's resolution. It is shameful that they were completely unresponsive until I finally involved the Revdex.com of Wisconsin. Thank you for your assistance. Please let me know if you need anything further from me.

Business

Response:

Dear Mr. [redacted],HSA Bank sent out a corrected documented the week of April 27th. If you have not received this corrected form, please contact us as soon as possible.Thank you,[redacted]

I had an issue with my HSA debit card which resulted in me not being able to use the card to pay some medical bills. This in turn resulted in HSA Bank's heinous service fee (robbery alone) for just having an account open for the next three months as the issue was being resolved. I called and politely asked that the three months of service fees be credited back to my account. I would then pay me medical bill, bringing my account to zero, and close my account. No more fees would be incurred after as it would be closed. After multiple calls, I was refused this credit although the issue with my card was the fault of HSA Bank. Steer clear of HSA Bank. Terrible customer service and, although low, still outrageous monthly fees.

My previous employer offered non-taxed services through HSA for medical expenses which I signed up for as I was enrolled in a high-deductible employee health insurance plan. It turns out I was being charged (unknowingly) $1.50 per month for a documentation fee that according to HSA was because I was receiving paper statements. I left that employment and since the service was not offered through my new employer, regular deductions/deposits were no longer being made into my HSA acct. Basically, 9 months later I go back in to check my balance and set up recurring deposits from my personal bank acct. After loging in for the first time I noticed I had been charged that $1.50/month had turned into $2.50 and according to the representative it is because I didn't have a minimum balance of $5000.00 in the acct. (yet I was never charged $2.50 before and my balance was well under $500 the entire time from the day I opened the acct) and I was no longer being charged the $1.50 "paper statement" fee. I requested the money be reimbursed and my request was denied. I requested to close the acct and the representative told me there is a $25 fee to close the acct. There is a fee for everything. Don't work with this bank, bad customer service and banking practices. How can they charge you to close the acct. I asked what would happen if I was to transfer my balance to a separate bank and she stated the acct would close and I would be sent a bill for the $25. Unbelievable.

This company has all sorts of fees.
Monthly account maintenance fee, fee for using your debit card to use the money in your account, and then when you get annoyed with all the fees and want to take your business elsewhere, they have an account closure fee.