HSA Bank

Review: In January of 2015 I made my annual HSA contribution to my account, then moved funds to my investments. I always leave enough funds in the HSA Bank account to meet the minimum required to avoid fees. After reviewing documents on the HSA bank web site, I found that the minimum was $4925 and left slightly more than this. But in March I was charged fees for not meeting the minimum balance. I called in to discuss this and was told that the minimum was $4999. I tried to appeal but the documents showing a $4925 minimum were gone from the web site. I wanted to talk to a supervisor, but I was told that it wouldn't make any difference. In order to move money back to the HSA Bank account I had to sell mutual funds in the investment account, forcing me to incur an extra $25 of fees.Desired Settlement: I would like a refund of all fees taken from my account so far this year, and a refund of the $25 in fees I suffered in having to liquidate mutual funds to generate cash for the HSA Bank account.

Business

Response:

Dear

Mr. [redacted]:

Review: My company tried to close my HSA account in order to transfer it to another bank in December of 2015. They were told that my account had already been closed when in fact it had not. I was then charged $5 for the month of December and January for account fees. My company had already sent in a check to cover the $25 account closing fee. Once the account was correctly closed I was charged $25 for closing it. I informed the Customer Service person that it had already been paid and that I wanted it refunded to me plus the $10 that was charged for account fees. This has been going on since January 25th and I still have not received my refund check. They said it would be 3-4 weeks. Every time I call I spend at least 15 minutes on hold. Every time I call the person answering the phone asks me what the issue is and then has to check with their supervisor. I was informed today that my company would have to ask for a refund of the closing fees. I also asked [redacted] to speak to the manager and he refused to transfer me saying " he didn't think it was necessary. I would like the $35 of my money back.Desired Settlement: I want the $35 that belongs to me

Business

Response:

RE: Letter to the Revdex.com, # [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. I sincerely apologize for any frustration and inconvenience you experienced. My research regarding your concerns with your HSA Bank account indicates the following: Due to conflicting information received from your employer, there was an issue with the closing and opening of your HSA Bank accounts which resulted in the assessment of additional fees. On March 30, 2016, a refund check in the amount of $30.00 was mailed to your address on file as indicated above. The refund represents the $25.00 closing fee and two (2) health savings account service fees each in the amount of $2.50 for January and February of 2016. 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. 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 contact me directly at ###-###-#### with any further concerns or questions. Sincerely, 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,

HSA Bank overall was good while I was still under a plan that qualified for HSA contributions. Once I wasn't however, the fees kicked in and I realized how much this firm rips of those people with the most to lose. It is especially hard for younger people such as myself. My account is getting fees of around $5 per month and there is only around 1000 left in the account, so you can see how those fees are adding up quickly. I guess I just expected more out of this product and didn't realize how unfair the firm's fees were. Then you are stuck between a rock and a hard place. Should I withdraw the money and get it taxed to high heaven, or should I wait until I can use it on illnesses (being young these expenses don't come all that often). Just know that these HSA accounts aren't all that they tout them to be and to read the fine print before signing up with this bank.

I have attempted on more than a dozen occasions to contact HSA Bank by telephone. Every time I call their automated system lets me know their call volume is greater than normal. I have played the patience game a number of times by staying on hold for 15-20 minutes each time without ever talking to anyone. In addition, as a consumer, I can email and receive a response from HSA Bank however, nothing can get done because they say I need to talk to someone over the phone to process any type of transaction. I've asked for someone to contact me but of course, no-one has ever called. It's the equivalent to talking to a brick wall. I employ many people who have access to this company. I am now beginning the process to take my business elsewhere. I'm amazed that the Revdex.com still gives them an A+ rating with all the complaints they've received. Very poor services from HSA Bank and I'm equally disappointed that the Revdex.com backs this kind of company. They obviously don't care about who pays their bills or paychecks. Sad...

Review: I am trying to transfer my HSA account from this bank to a different one. Over a month and a half ago I filled out a form with the new bank requesting a rollover and they mailed it. There was no record of ever receiving this request with HSA Bank. I then mailed HSA Bank's version of the rollover form on May 12. Again there is no record of ever having received this document. In the meantime, I get charged $2.25 every month for an account I don't use. It would seem that all mailed requests are simply thrown away.Desired Settlement: I would like all account fees refunded for the last two months and any future ones stopped. I no longer work for my employer and have no intention of keeping my business with a bank that charges account fees.

Business

Response:

A letter of explanation is being sent to the customer. The HSA Bank account was closed on 6/5/16; fees waived, and a check for the balance sent to the new custodian.

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 mostly satisfactory to me. The account transfer fee was waived. The monthly services fees for the 3 months I have been trying to transfer were not waived. I suppose I can live without $7.75. No explanation was given for the lost transfer request forms nor the monthly service fees.

Regards,

Review: I received one debit card in the mail and then another one a few months later. Since I did not need the funds in my HSA account for a while, the two cards were not used. A few months later, I assumed that the card with the later expiration date is the valid one and discarded the other. I tried to activate the newer card but unable to, I contacted Customer Service to help. The rep told me the card I had was not linked to my account. I ask how that is so, with the name "HSA Bank" printed boldly on the card. She tells me no such card was issued. I asked to file a complaint of potential fraud and was denied, stating that there was no fraud activity detected in my account. How was a card issued to me then, with "HSA Bank, a Division of Western Bank" printed boldly on the card? Wouldn't the business want to know? Did someone hack into my account and obtain personal details? Even if HSA Bank did not issue the card, should they first investigate? Perhaps there is a bug in the system that is not allowing my card to show up. Or else what if there's been a breach? However, I was flatly denied that this card had anything to do with HSA Bank and to just toss it.

Secondly, since I incorrectly assumed that the card with later expiration date is the valid one, I tossed the old one away. I asked for a replacement card to be sent out and was told there would be a non-waivable $6 fee because it was my fault for not checking with the bank first why I was sent two cards. My oversight there, but given the circumstances, they can't even waive a $6 charge?Desired Settlement: I would like a thorough investigation of the business systems to ensure that there has not been a breach of my personal details (or others) or perhaps an explanation why a second card was sent. I will gladly pay that $6 replacement card fee since I was stupid to assume that businesses sometimes send multiple cards (as my prior banking experiences have shown)....ONLY if HSA Bank tries to investigate this issue (I still have that card and card number).

Business

Response:

November 13, 2015[redacted]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 Webster Bank, N.A. I

apologize for any frustration you experienced.My research regarding your

concerns, as outlined in your letter, indicates the following:HSA Bank records show that the

account holder, [redacted], contacted HSA Bank to add you as an authorized

signer to his health savings account on January 30, 2015. An HSA Bank debit card, ending in [redacted], was

issued in your name and sent to you in February 2015.In February and March 2015, HSA

Bank notified account holders, via email, with important information regarding

upgrades scheduled for March 23, 2015, and how the changes would affect account

holders. One of the changes involved the

issuance of new HSA Bank debit cards, which were sent to all account holders

and authorized signers in March 2015. You

were sent a new debit card ending in [redacted].On November 5, 2015 you contacted

HSA Bank to activate your debit card. At

that time, you were unfortunately provided with incorrect information in that

your debit card could not be found and that the debit card replacement fee of

$6.00 would not be waived. Please be

assured that there was no fraud on the account and we have addressed this with

the parties involved as well as the appropriate levels of management for

coaching. As a

courtesy and based on the circumstances, the $6.00 debit card replacement fee

has been waived. If you are still

interested in obtaining a replacement debit card at no cost to you, please contact

Vanessa Hutchison at HSA Bank directly at ###-###-####. I sincerely apologize again that you were

provided with inaccurate information. 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

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'm happy to hear that my personal information has not been compromised and thank you for the prompt attention to this matter.

Regards,

Today is February 25, 2016 and I just received an email from HSA Bank. I have an account with HSA Bank as a single health savings account customer. As such, my maximum contribution is capped by the IRS annually at $3,350.00. However, according to the email I just received, I will now be penalized with a Monthly Service Fee of $2.50 if my account dips below $5,000 an any calendar month while family plan accounts will not be penalized as they are capped $6,650. This appears to clearly discriminate against single-only plan members. There is no way that this can be legal. My next recourse is to consult with legal counsel. How can I be penalized for not saving more than the IRS will allow me to contribute? This is baffling to me.

Review: I have two separate HSA (health savings accounts) at HSA Bank. One is from a previous employer and the other is from my current employer. I have been trying for several weeks to get the money from both accounts consolidated into my currently active account associated with my employer [redacted]. I first attempted to make the transfer 4 weeks ago and was told I needed to wait a week as the accounts had just transferred from a different bank. On March 22nd I called and talked to an HSA Bank representative who told me the transfer would occur within two business days. On April 6th the transfer had not occurred so I contacted HSA Bank again (very hard to reach) and was told due to it being "tax season" they were backed up but that my transfer should complete within two weeks (it was already past two weeks). Today I checked and the transfer has still not happened. Worst customer service ever! They've got ~$3000 of my money tied up and are not giving me access to it.Desired Settlement: I want the funds in both my HSA Bank accounts to be consolidated into my single active HSA associated with my current employer [redacted].

Business

Response:

April 22, 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: On March 22, 2016, our records indicate that you contacted HSA Bank to request an internal transfer from your existing individual health savings account to your new health savings account through your employer; the request was submitted the same day. When you contacted HSA Bank on April 4, 2016, you were advised your internal request was submitted but had not yet been completed. The internal transfer was completed as of April 20, 2016. HSA Bank makes every attempt to process transfers in a timely manner. I apologize for any inconvenience the delay in processing your request may have caused. 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: I have been trying to make a $3000 transfer from my HSA Account to my connected [redacted] mutual funds account for over 3 months. I can initiate the transfer and it shows and pending, but then the transfer never completes and it disappears from the system. I have called about this many times, and each time I'm told that it's being worked on, but with no ETA, and no real evidence that anyone is actually doing anything at all about this issue. I have now lost out on 3 months worth of dividends from these funds as a result, and it looks like there's a good chance I'll continue to lose out on additional dividends, as I would have been transferring another $1500 early this month, and the system still isn't working. There is no other way to transfer these funds as HSA doesn't have an option for a telephone transfer, only the online transfer.Desired Settlement: I want the transfer to be completed! And at this point, I think that HSA should be compensating me for three months worth of lost dividends.

Business

Response:

April 19, 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: When you contacted HSA Bank in January to inquire about the status of a transfer in the amount of $2,500.00 from your HSA Bank cash account to your [redacted] investment account that was not completed, HSA Bank began their investigation The investigation indicated that in order to correct this, the transfer of $2,500.00 needed to be canceled and re-established. The transfer was canceled on March 14, 2016 and unfortunately, in error, was not re-established which resulted in the $2,500.00 credited back as available funds to your health savings account. When you contacted HSA Bank on March 31, 2016, to advise of another failed online transfer in the amount $3,000.00, your request was escalated for further research. As a result of processing issues there was a delay in processing your request. I sincerely apologize again for any inconvenience this may have caused. I have verified that the transfer in the amount of $3,000.00 from [redacted] investment account to your health savings account was successfully completed on April 8, 2016. We calculated the market impact of the delay in your transfer request; based on the price difference for each fund on the original transfer request date versus the actual transfer date. Your investment account will be credited with the appropriate units and associated dividends. 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. If you have any questions regarding this; please contact Ms. [redacted] at HSA Bank at ###-###-####. 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: I erroneously opened an HSA Bank account thinking that my health plan qualified for an HSA. I made contributions of $3,350 for tax years 2015 and 2016 for a total contribution of $6,700. When I realized my error, I contacted HSA Bank to return the contributions and close the account.

On March 24th, they emailed me an Excess Contribution Removal form. I filled out and mailed in this form.

After receiving no response, I contacted them several times again. On April 4th, they told me they hadn't received the completed form, and again emailed me an Excess Contribution Removal form, which I again filled out and returned. I was told the refund would occur on April 18th.

On April 8th, I called again and they told me that the "Excess Contribution Removal" form was the wrong form, and I would have to fill out an HSA Account adjustment form. This time I filled out the form, emailed it back to them, and received an email from them confirming they had received the completed form.

On April 21st, I called to check the status of the return of my funds. I was told I would need to fill out a new "Excess Contribution Removal" form, for a reason they could not explain. I again filled out the "Excess Contribution Removal" form, and again emailed the completed form to them. I again received an email from them confirming that they had received the completed form.

About 2 weeks ago I called them to inquire as to the status of the return of funds. I was told it would take another 3 weeks. At this point, I demanded to speak to a manager. The "manager" told me it should be done by the next Monday, and he would call me and expedite the process if it was not done by then.

I never heard back from the "manager". I have had no contact from HSA Bank since my last call.

This is unacceptable. At this point, it appears to me that they have basically stolen my money. It has been about 2 months since I first contacted HSA Bank to ask for them to return my deposit. I don't know what I can do to get it back. I have loans that I am paying interest on, and I would like to use the money to pay down those loans, but cannot until I get it back. I am hoping that Revdex.com can help me recover my $6,700.Desired Settlement: I would like to recover the $6,700 I deposited at HSA Bank. I would like to have a clear timeline for when I receive the money, and I think it is reasonable to expect for that timeline to be within two weeks of the next time I am in contact with HSA Bank.

Business

Response:

May 26, 2016 [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 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: When you first contacted HSA Bank on March 24, 2016, you were unfortunately provided incorrect information as to what form was required to complete your request to return your contribution and close your account. HSA Bank received the correct Health Savings Adjustment Form on April 8, 2016. In your subsequent calls to HSA Bank in April 2016, you were informed that HSA Bank had received your request and that it was in process. I regret you were not contacted with the status of your request as promised. On May 23, 2016, your request was completed and the remaining balance was transferred to the external bank account on file. Your account closed on May 26, 2016. HSA Bank makes every attempt to process such requests in a timely manner. I apologize again for the misinformation provided and 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 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 find that this resolution is satisfactory to me. A few comments:1) I am very happy with the way HSA Bank responded once I filed the complaint. They transferred the money quickly back to my account, and made some classy moves of providing me with the updated tax form right away, and not even charging me the standard fee they could have charged. They sent me letters signed by the person actually handling this that included her phone number I could call directly if I had questions. I didn't call because they handled this well, and I consider this matter resolved.2) HSA Bank needs to make a major revision to the way they process these kinds of issues. The bottom line is that this type of issue ought to be resolved within 5 business days the first time. The customer shouldn't have to be repeatedly calling and waiting weeks at a time to get this done -- its a hassle for everyone. Whatever process they have in place, they need to make a major revision to make it about 10 times more efficient at the outset.

Regards,

My HSA account was established with Chase Bank. Chase Bank sold the business to HSA BANK. I was required to reregister my personal information with HSA Bank. As a new customer I was required to acknowledge and agree to the HSA Bank's terms and conditions of establishing a new customer account. New customers are afforded the option to opt out of disclosure of their personal information to third parties. There is no website box to check. Opting our required a call to the bank's 1-800 number and wait on hold for 30 minutes in order for a live operator to acknowledge my desire for my banking business to be private. Opting out of personal data disclosure should not be as time consuming and onerous as the process the HSA Bank has instituted.