HSA Bank

For over two months--and counting--HSA bank has refused to close my account as requested, and has refused to provide the form to close the account.

Now, one would think that was for some reason: something unusual. Say a problem with being overdrawn, or some such thing. Alas, that is not the case. There is nothing unusual at all about my case. I've called Customer Service, and I've written emails: I received the document in corrupted, unusable form, and they have ignored me since then.

One would expect that a business would generally give good service: that mostly, things would go well. Of course, that is the case with HSA Bank--otherwise it wouldn't stay in business. But in retrospect, periodically there have been unnecessary problems that took too long to resolve.

I suspect that the problem is a lack of competition. For example, I have been REQUIRED to use HSA Bank by my health plan that allows only HSA provider.

Stay away from this institution folks. They make it easy to deposit your money but REAL hard to get it back out. Their website is poor, long long waits on hold when you call them, and lots of unnecessary 'red tape'. After reaching a point of frustration and deciding to close my account, found it takes a minimum of 6 weeks for them to do so. So far, they have lost forms 2 times so I expect it will actually be much longer than 6 weeks.
I'd not be surprised at all to learn that this institution closes within the next few months. Abysmal service and support!

Cigna Healthcare just switched to HSA Bank. It's been 2 weeks since the switch over and I've had NOTHING but PROBLEMS since. My husband used our debit card the other day to purchase prescriptions and used the card as CREDIT, there are now TWO pending transactions on our account (which are unavailable funds) for this same transaction. One is for the pre-authorization, one is for the actual charge. When I called the bank to check it out they told me that in order for this NOT to happen we had to use our card as DEBIT. UMMMM, in what banking world does this happen. So you've taken the funds out of my account twice for the same transaction and for TWO days (or so) those funds are unavailable to me. ARE YOU KIDDING? This has got to be illegal. The customer service rep said there's nothing they can do about it. STOP STEALING MY MONEY! Even if it is only temporary!

Review: On 7-7-15 my bank, [redacted] called HSA Bank and got all the directions and forms to use to transfer HSA funds from their bank to [redacted] - he did explain it was a divorce decree and going from my husbands funds to mine.

we faxed the forms in along with the divorce documents. We were told it would take a few weeks. I did not hear anything after 3 weeks [redacted] called and was told they would only talk to a card holder, which is my ex-husband and myself. - On 8-13-15 I called and spoke to Doug [redacted], he claimed they did not receive the documents and to refax, which I did on 8-14-15. He would call me the next day to confirm they had received them. Doug call on 8-15-15 left a message for me to call him (###-###-####)- I did call he was not available, I spoke with Pat [redacted] she said they had the documents and it would take 4-6 weeks to process. I let her know on 7-7-15 we were told they had the documents and it would take 4-6 weeks why would I have to wait 4-6 weeks again. She put on hold, she came back on phone and said she did find the documents from 7-7-15 but she could not see if anything had been done on them. She and her supervisor [redacted] would check with operations and see what is going on and call back in 24-48 hours - business days. On 8-20-15 I called (it had now been 4 bus days) talked with Alex, he is now telling me they could not do the trans due to something about the SS# but since it was a divorce decree ordered by a judge they would see what they can do and send it to their legal department and this would take a while. They would not give me any time frame this would happen. They have now had the documents for 6 weeks and they are just starting to work on them and could not give me a completion date. If this is not done in a timely matter, my ex-husband will use all the funds and there will not be my allowed amount left. Please help. I have exhausted my energy dealing with them.

Thank you, [redacted])Desired Settlement: I am awarded a settlement per the divorce decree - I would like the amount I was awarded from HSA BAnk.

Business

Response:

August 28, 2015

RE: Letter to the Revdex.com,

ID # [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 [redacted] I apologize for any frustration you experienced.

My research regarding your concerns as outlined in your

letter indicates the following:

HSA Bank received the transfer paperwork and the divorce

decree via fax on July 7, 2015.

When you called HSA Bank on

August 13, 2015, the representative incorrectly advised you that the transfer

paperwork and divorce decree had not yet been received, when in fact it had

been, as indicated above. I regret that

you also did not receive a return phone call as was promised on August 14,

2015.When you contacted HSA Bank

again on August 20, 2015, the representative provided you with inaccurate

information, stating the review process would take another four (4) to six (6)

weeks to process. As of August 25, 2015,

the transfer has been processed, and a check in the amount of $2,314.00 has

been mailed to [redacted].

Please be assured that we

have addressed this with the parties involved and the appropriate levels of

management for coaching. I sincerely

apologize again that you were provided with inaccurate information and that

your transfer was not processed in a timely manner.

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]

Cc: Revdex.com

Review: On January 2, 2015 my daughter, [redacted], passed away at a hospital in [redacted]. We learned, through her employer, she had an HSA account but did not designate any beneficiaries. My husband and I were the beneficiaries for all other accounts (life insurance, banking, etc.). This is the only one she did not designate us as beneficiaries. We had a lawyer send a letter stipulating they could release the funds to pay for the funeral bills. HSA bank refused. They said I need to get a small estate affidavit. In June I finally secured the small estate affidavit from the county in which we live in order to see some movement with HSA bank on this issue. I have send them two original death certificates through US postal service - one requiring a signature on their end that they received it. On one call in April, they stated they did receive the death certificates and were just waiting for the small estate affidavit. I mailed that in late May or early June. They stated they received the small estate affidavit, but are now questioning the validity of the death certificate. Really??? What more can I do?

The major problem is they won't release any information about this account including the dollar figure or the amount that was dispersed throughout the year prior to her death for purposes of completing her tax return. They won't even release the dollar figure remaining in my daughter's HSA account. I have already spent $225 on the letter from the attorney's office so I don't want to spend any more money to get them to release this information and the dollars remaining in the account.

Through all of this, it is bad enough I am grieving over my daughter's death, but must I continue to rehash this with HSA Bank?Desired Settlement: I want the 2014 Tax information on disbursements made from my daughter's account so we can file her tax return

I want a check for all dollars remaining in the account with no closing or other fees assessed be made out to and sent to my husband and myself at our home address.

Business

Response:

Dear Ms. [redacted],

Review: On 3/2/15 HSA Bank incorrectly charged me a $3 service fee that should not apply to my account as it historically and currently meets all HSA Bank requirements for this fee to be waived. The bank’s internal payment # for this transaction is showing on my statement as [redacted].

I have contacted their customer service department by phone on three separate occasions beginning 3/3/15 to request a refund. Each time I have been told this fee would be refunded, but a “ticket” had to be written up to submit to a supervisor for review/approval and processing. Originally I was told the refund would occur within 3 days and someone would call me to confirm the resolution, but no return call or refund was made. I followed up and was told they had no record of my original call, but a new “ticket” would be submitted for approval of a refund. When I contacted them the final time on 3/12 the representative indicated to me this issue was known to exist on many accounts and they were working on a resolution. A “ticket” requesting refund was again to be submitted. However, no timeframe could/would be provided for resolution. As of 3/19 the fee still has not been refunded and no one can/will provide a timeframe for the issue to be corrected. In addition to the pending refund, I am concerned this issue will recur in the future since the bank apparently can/will not resolve this current issue.Desired Settlement: I would like to receive an immediate refund/credit of this fee incorrectly charged to my account, and the name with the direct contact information for a Manager I can contact to obtain immediate resolution if this issue recurs in the future. My preference is contact via email.

Business

Response:

Dear Mr. [redacted],Thank you for your inquiry. I have confirmed that we posted a refund for the fee in question to your account on Thursday 3/19. We had become aware of program logic which did cause fees to post to your and other accounts that we were working to calculate refunds for and update our program to properly calculate a charge or no charge. We apologize that we did not get this complete before your review. Please let us know if we can assist further.Thank you for your patience and your business.Sincerely,[redacted]

Consumer

Response:

On Sat, 21 Mar at 7:40 AM , [redacted] wrote: Late Friday HSA Bank contacted me by email indicating they were crediting my account with the fee incorrectly charged by them. I have confirmed this morning the credit is pending in my account. Thank you. [redacted]

Review: Account was compromised on or around 02/13/2015 on 02/17/2015 I sent all the requested Regulation E claim forms back to HSA bank. As of 03/02/2015 no research or notice has been given of any "investigation" has been given. HSA bank promised that all deposits set to be placed into the first and "compromised account would move to the new account that they have set up. This has also not happened and have been given excuse after excuse as to why im still not able to access the funds that I have deposited into this Financial Institution that plays by their own rules, not the rules set by the governing agencies and regulators. Customer service continues to tell me they will call me back and they never do.Desired Settlement: Find the money that I deposited into your bank and post it to my account. Process the Regulation E claim as required by law.

Business

Response:

Dear [redacted],I appreciate your submission and apologize for your inconvenience. I can confirm that the internal transfer to your new account due to your prior account being compromised occured on February 23rd, within 4 business days of your notification and we also reversed overdraft fees on March 3rd. I apologize for any delay or misinformation provided. Thank you for your patience and please let me know if there is anything that I can assist with. Sincerely, [redacted]

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.

I HAVE HAD AN ACCOUNT WITH HSA ,SEEMS AS THOUGH MY ONLINE BANKING HAS BEEN FAILING AND HAVE SPENT SIX WEEKS ON THE PHONE WITH A MINIMUM OF 10 MINUTE WAITING TO SPEAK TO SOME ONE , I HAVE NOW SPOKEN TO THREE REP WHO TRIED TO FIX THE PROBLEM, WITH NO SUCESS..TELL ING ME THEY WILL GET BACK TO ME IN THE NEXT 24 HOURS (never did) As A RESULT OF THIS ON GOING PROBLEM I HAVE NOT BEEN ABLE TO MAKE MY CONTRIBUTIONS .I AM NOW WAITING TO RECEIVE FORMS VIA EMAIL TO CLOSE MY ACCOUNT. WE'LL SEE HOW LONG THIS TAKES.

I am very disappointed with HSA Bank's security practices surrounding protection of personal data. Both their website and automated phone systems require and/or use combinations of SS # and birth date inappropriately. The methods they currently use to secure personal information are not up to date, inadequate and risky. I'm disgusted by the inadequate security precautions the bank has. Their practices do not meet current industry standards and they're placing customers at risk. I hoped their recent system upgrades would address this, but unfortunately they does not.

Review: HSA provides credit card health care services. I was billed twice ($54.00)by Star Physical Therapy for the same item. The location has since gone out of business.Desired Settlement: Reverse the duplicate charge of $54.00.

last four of social 5297 [redacted]

7/2/1954

Business

Response:

March 25, 2016 [redacted] J. [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: HSA Bank records reflect payment dates of February 24, 2016 and March 11, 2016 in the amount of $54.00 each for Action Bellaire 262. Please complete the enclosed Transaction Dispute Form; please fax or mail the completed document directly to Cardholder Services as follows: Cardholder Services Fax number: ###-###-#### Cardholder Services P.O. Box 7235 Sioux Falls, SD 57117-7235 Once the completed Transaction Dispute form is received, provisional credit will be issued within 10 business days pending the outcome of the investigation. Once the investigation is completed you will be contacted. 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 Specialist Office of the President Cc: Revdex.com

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The form has already been filled out and provided.

My employer offered HSAs service as part of their health care plan. After I no longer worked for said employer I received a statement in the mail letting me know my balance with them. It was interesting to see multiple $1.75 "HSA Service Fees" that I was not aware of being charged. While trying to close the account I was informed that there is also a $25 service fee to close the account. How this is moral or ethical is beyond me. Charging people to get their own money back after being laid off from their employer is not right.

Recently set up and funded my account in a one-time deposit in order to get it invested and working for me as soon as possible. Then I sat by for two weeks as it just sat there because HSA Bank had "set up a new online system." Called a handful of times to see when their system might be back online in order to initiate my Ameritrade account. Twice told it would be the next day, then the next time I called, I was told I had been told the previous time it would not be for another 1.5 weeks (which was untrue). I feel like some of my frustration could have been prevented if someone would have been honest and up front with me from the start. Customer service representatives certainly not helpful, or not well informed; unsure of which. Will certainly not recommend to colleagues or other solo practice physicians. There are lots of HSA services out there, I would recommend another which is better run and more reliable.

Review: HSA Bank unfairly charged me $25 to close my account. HSA Bank was used to hold our Health Savings Account where my company was matching deposits. When my company stopped matching we were told we could take our money and transfer it to another institution but no one said anything about a charge to take our own money. This is ridiculous and a good reason not to trust banks, at least not HSA Bank.Desired Settlement: I would like the $25 closing fee refunded to me via a check mailed to my home address. Thank you.

Business

Response:

Dear [redacted],

In review of your account disclosures, I have noted that at the time of your account opening, we did disclose to you on our Health Savings Account Fee and Interest Schedule our closing fee of $25.00.

We appreciate your past business and look forward to servicing you in the future.

If you have any other questions, please feel free to contact our customer service center at ###-###-####*

Sincerely,

Business

Response:

Dear Mr. [redacted]:

At your Health Savings Account (HSA) account opening on (inse

They deliberately make it difficult to opt-out of their sharing my private information with their "affiliates", including confusing language ("No action is required if you do not want to opt-out or limit sharing of your information"), long wait times on their call-center, no way to opt-out online, etc.

Review: I was laid off from my previous employer and had to change HSA accounts since the first one was restricted to those affiliated with the company. This was in early 2015. HSA bank opened the second account and was supposed to transfer the funds. They have still NOT transferred the funds after countless phone calls, emails and at least 15-20 hours invested trying to deal with the issue. I am continually told it will be resolved, that they will refund the extra fees that are still being charged every month and give me access to my funds. It has been a year and STILL I have no access to my money and now I am being sent to collections for medical bills that I can't afford to pay. I am ready to get a lawyer involved. HSA bank has repeatedly admitted fault, but no one returns my emails and I cannot get a resolution.Desired Settlement: Fees charged from May 2015 through today need to be refunded and my money needs to be transferred to the account I have access to.

Business

Response:

March 9, 2016[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 March 18, 2015, HSA Bank received notification from Connect Your Care (CYC) removing you from your employer group. As your health savings account was no longer affiliated through an employer it was subject to a CYC monthly fee in the amount of $5.50, which began accruing as of March 12, 2015. This is not a fee charged by HSA Bank. When you contacted HSA Bank in May 2015 to request to transfer funds from your CYC account due to the monthly fee; you were provided with an HSA Bank application. HSA Bank also advised that you would be able to complete an internal transfer once a new health savings account at HSA Bank was opened. The HSA Bank account was opened on June 2, 2015, and you were informed that you would be able to transfer funds while receiving VA benefits.HSA Bank had no further contact until December 29, 2015, when your authorized signer, [redacted], contacted HSA Bank to inquire about the monthly service fees being charged, requesting reimbursement. The HSA Bank representative advised that the internal transfer from CYC would be processed once it was determined by CYC if these fees could be refunded. The representative attempted to contact Ms. [redacted] on December 30, 2015, and left a voice message advising her to contact CYC to request reimbursement as fees were being assessed by CYC, not HSA Bank. An internal transfer was not completed at this time because the representative was not able to verbally confirm the request.Records indicate that Ms. [redacted] called HSA Bank on January 5, 2016, and was advised she needed to contact CYC regarding fee reimbursement; CYC’s contact number was provided.Ms. [redacted] contacted HSA Bank on February 2, 2016, to request the internal transfer from CYC and the HSA Bank representative submitted the transfer request.On March 1, 2016, funds in the amount of $731.39 were transferred from your Connect Your Care (CYC) account ending in 2265 to your HSA Bank account ending in 0966.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

Consumer

Response:

Review: For almost the entire calendar yr. The balance in my health savings account has been unavailable to me for use in paying my familys medical bills. For the last 3 months I have been in contact with cigna who offers the hsa acct. And also hsa bank itself. I have been told that the issue was an incorrect ssn. And that all they needed to do was update the mistake in their system and that it would take 24hrs to be corrected. I have been told this 15 different times by numerous reps at hsa bank. And yet the problem has not been resolved. One particular rep at cigna has been working with me personally for almost 3 months now. It has been escalated thru several depts at hsa bank and we still continue to see no sign of the issue being fixed. This has caused a huge financial burden on my family because we have had to pay all medical expenses out of our own pocket and have had to cancel several appointments because of hsa bank denying our payment from our health savings account. My wife and 2 of my children all need new glasses and we have had to put it on hold for many months hoping that this issue would be resolved.Desired Settlement: To be able to use my health savings account and to have tis issue resolved before the new yr.

Business

Response:

December 30, 2015[redacted]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 you experienced.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 far less than our expectations in this instance. My research regarding your concerns regarding your HSA Bank account indicates the following:It is my understanding that we have corrected this error and that you spoke with our HSA Bank representative, Vanessa [redacted] on December 28, 2015. Ms. [redacted] explained that you now have use of your HSA Bank Debit card without any restrictions. We take these matters seriously and have addressed and shared your concerns regarding this with the appropriate levels of management. We are also reviewing how this happened and will take steps to ensure this process is updated. We appreciate your feedback; your comments are beneficial in helping us provide the best service possible to our customers. I have also submitted your remarks to our Voice of the Customer program which is reviewed by our executive management. Thank you for taking the time to contact us; please contact me directly at ###-###-#### with any additional concerns or questions. Sincerely,[redacted]Cc: Revdex.com

Review: Our mother pasted away almost a year ago and this hsa co had a health care card with y mom, well there is about $3000 left on card so we contacted them to tell them she had past away. They told us they needed this and that so we got it together, then after that they proceeded to tell us the needed a estate affidavit so we hired a lawyer and got that too. they have had this paper work for over a month and every time we call to talk to someone all we get is its still in process and no other answer. I am emailed the cantacting agent that told us he recieved the paper work and no answer from him we dont know what else to do. But u can believe they still take there $4 out of the account every month even though we have been fighting to get that money. it doesnt belong to them we did what we needed and now we get no answers and no money its just wrong!!!!!!!!!!!!!!!!!!Desired Settlement: we just want our mothers money sent to us and someone to contact us who knows something othere than its being processed. We were told over a month ago it would be 4 weeks well it been over that so they need to give us a check or at least call with more info of y its taking so long

Business

Response:

April 25, 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 you may have experienced. My research regarding the concerns you outline in your letter indicate the following: HSA Bank was notified of your mother; [redacted]’s passing on May 28, 2015, when you contacted them on June 19, 2015. On June 22, 2106 you spoke with a representative requesting information on closing your mother’s account and were advised that a death kit would need to be completed. On June 24, 2016 the death kit was sent via mail and email per your instructions to [redacted], On June 26, 2015, HSA Bank received the Beneficiary Closing form, Death Certificate, and Power of Attorney (POA) document. A representative advised that the POA ceases upon death and in order to process the closing of your mother’s health savings account, you would need to provide either Estate paperwork with an EIN number or a Small Estate Affidavit. On July 7, 2015, you contacted HSA Bank to inquire on the progress of closing the account and were again advised of the required documents as indicated above. On March 10, 2016, HSA Bank received the proper documentation, and we informed you during your subsequent calls to the bank that the process would take several weeks. On April 15, 2016 we notified you that the account closeout was completed and a check for the balance of the account, in the amount of $2,891.42, was sent via U.S. Postal mail. All fees were refunded to the account and were included as part of this closing check. We apologize that the review process and closure of the account was slower than expected and appreciate your patience. 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 also contact me directly at ###-###-#### with any further concerns or questions. Sincerely, [redacted] VP, Customer Relations Office of the President Cc: Revdex.com

Impossible to get trough to customer support. Have been calling them for 2 days.. just spent 30 min waiting and hang up. And these folks keep my money?!
Great website, but absolutely zero help over phone.

I have been trying for two weeks to get reimbursement from the HSA bank account for my medical expenses. After multiple requests, an hour on the phone getting bounced around in customer care, I am still without needed funds and extremely dissatisfied with this company. And I STILL need help!

Review: My employer applied for a HSA flex card to be used for medical purposes and my personal info was provided to HSA Bank (SS#, address, etc.) I was not aware that my personal info was being provided to HSA Bank. I am not eligible for the flex card as I have medical insurance elsewhere. Later it was learned that our company does not qualify for their program and our account was cancelled.

I received a Visa debit card in the mail. I called on Nov 3rd. to cancel the card. I spoke with [redacted] & [redacted]. I asked that my personal information be removed from their data base as I did not authorize it and they have no need to retain my info. I was told that the account was cancelled and they could not remove my ss# or other personal information from their system, but it would be stored in a secure closed file. I expressed my displeasure and asked why they keep the information. I was not advised why they keep my information. I was told that at anytime you could reinstate the account by calling and they can access it by using my ss#. They don't get it, my employer was already told we do not qualify for their services. I checked the opt-out form on the website and it states that even if the account is cancelled HSA/[redacted]s will continue to share my personal information. When the account was opened, I was unaware that my personal info was provided and I want proof my personal info will be removed from their computer system. As a result, I have had telemarketing calls from HSA Bank that I do not want to receive and I do not want my personal information shared with other financial establishments operated by [redacted] or their affiliates.Desired Settlement: Completely remove my personal information, SSN, name, address, etc from their data base and to not receive any telemarketing calls from [redacted] or HSA Bank.

I want a letter from [redacted] / HSA Bank them that indicates my personal information has been completely purged from their computer data base. I do not want to remain in their "closed account" file.

Business

Response:

Dear [redacted],