Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a letter from inspira financial about funds I had roll over to them from an old employer. I did everything require me by them to withdraw my funds yet I havent gotten anything in the mail yet. I set up the distribution June 2nd and I called them every day this week to confirm it was on the way. The **** kept telling me to wait. On the 16th a *** told me the check was returned to them which was odd because I was previously told it was on the way. I have informed mail so I called the post office to confirm if mail was returned and it wasnt. Now Im stuck trying to figure out where my check is, the last *** i spoke to said they would overnight express it that was on the 17th and i still havent gotten it. I called today the 23rd and a *** told me the back office never sent it out. Its a different story each time I called and I need my money

  

  Business Response

  Date: 06/26/2025

  Hi ******,
  

  Inspira Financial is in receipt of the complaint submitted to the Better Business Bureau. We understand your concerns are around receiving your distribution check. Thank you for bringing this matter to our attention.
  

  We apologize that you had difficulty receiving your check. We understand how important it is for you to have your money.
  

  Your account will be reviewed to ensure that everything is in order, and someone from our Executive Escalations team will be in touch with you to offer further assistance.
  
  Sincerely,
  

  Inspira Financial 

• Initial Complaint

  Date:06/11/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im filing a formal complaint against Inspira Financial for unjustly blocking access to my Healthcare Spending Account (HCSA), which has caused me serious health and financial harm.For the 2025 plan year, I elected to contribute $2,000 from my paycheck into my HCSA to help cover essential medical, dental, prescription, and vision expenses. I am auto-drafted $83 every two weeks, in addition to high deductions for taxes, insurance, ********* Social Security, 401K, and other benefit-related costs. I am barely surviving paycheck to paycheck.Inspira has blocked my HCSA card, claiming there was a $164 overpayment in 2024 that is now considered ineligible. That overpayment covered a pair of medically necessary eyeglasses and treatment for a nail fungus condition.I fully dispute this action, and here's why: That $164 was paid using funds directly deducted from my own paycheck. They are now demanding I send a personal check to repay my own money. They are withholding access to my current $2,000 HCSAwhich I am still actively fundingfor an old balance they could easily offset using other funds. I currently have the following unused leftover balances in my Inspira-administered accounts:2025 MRA: $47.27; 2024 HCSA: $7.82; 2021 HCSA: $0.55; Total: $55.64, which could be applied toward the $164yet they refuse to do ***** is unfair and illogical that Inspira would block access to my HCSA and refuse to use the remaining funds across my accounts that I funded with my own paycheck deductions. Every dollar was earned and contributed by **** am a perimenopausal woman with worsening mental and physical health conditions: Vision problems and eye pain; Bleeding gums needing deep dental cleaning; Severe foot pain from plantar fasciitis and tendonitis; Chronic back pain, chest pain, vertigo; CPAP replacement needs; Mental health treatment and medications This block is directly impacting my ability to work, live comfortably, and function daily.

  

  Business Response

  Date: 06/20/2025

  Hi ****,
  
  Inspira is in receipt of the complaint you submitted to Better Business Bureau. We understand your complaint concerns the outstanding card purchases from your Healthcare Flexible Spending Account (HCFSA).
  
  We appreciate you taking the time to provide us with your feedback, and we do apologize for the confusion this has caused on your behalf. 
  
  A representative from our Executive Response team has been in contact with you and will continue to work with you personally moving forward regarding the matter.
  
  If you have any further questions or issues, please dont hesitate in bringing them to our attention.
  
  Sincerely,
  Inspira Financial
  
  

• Initial Complaint

  Date:06/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is my flex account. I submitted my medical bills and they won't pay the full amount. These costs are all legitimate medical expenses and they are now refusing to pay anymore of my entitled medical expenses. I have over a $1000.00 balance.

  

  Business Response

  Date: 06/13/2025

  Hi *****,
  

  Inspira Financial is in receipt of the complaint submitted to the Better Business Bureau. We understand your concerns about your Flexible Spending Account (FSA) and your experience with submitting documentation. We apologize for any inconvenience youve experienced. 
  

  In review of your account, there is a debit card transaction of $1,175.60 that we have requested documentation for. The documentation submitted on 03/26/2025 shows the patient responsibility was $562.40 which required us to partially deny the transaction. This account can only be used for eligible expenses that you are financially responsible for.
  

  The same documentation was submitted on 05/29 and 06/13. Wed like to clarify that the $1,175.60 has been paid to the provider since you used your debit card. However, we cannot approve the full transaction because a portion does not cover an eligible expense due to no patient responsibility.
  

  In cases like this, its possible that the provider overcharged you before insurance made their final payment. You can have the provider refund the card. This would be added back to the balance, clear the overpayment, and reactivate your debit card.
  

  If the provider cannot refund the account, you have two options to clear the overpayment, pay back your account or submit a claim for eligible expenses that have not been previously reimbursed to offset the overpayment.
  

  If you truly were responsible for the full $1,175.60, we need documentation showing that amount with the criteria below.
  

  Below is more information about why we need documentation and the criteria that must be included.  
  

  Though these are your funds to use for health expenses, and the card may have been used for an eligible service, it is our responsibility to ensure we all remain in compliance with *** regulations and your employers program guidelines. Failure to adhere to these guidelines could potentially place Inspira Financial, the plan sponsor, as well as you in risk of facing tax liabilities. Therefore, it is imperative for us to verify every transaction or reimbursement is eligible. It isnt an indication that we are doubting the funds are being used correctly. 
  

  This is usually completed electronically behind the scenes,but in instances in which it doesnt, we must take further action to confirm its eligibility. We do this by requesting for our accountholders to submit an itemized receipt or Explanation of Benefits (EOB) from their insurance company.Whichever document an accountholder chooses, it must contain the 5 items listed below as it is this criteria that we use to verify whether a transaction is eligible. 
  

  1.          Date of the service ******** the service was rendered and within the plan year 
  2.          Cost of the service, including the portion insurance paid ******** there was a financial responsibility for amount in question 
  3.          Type of service ******** the service or expense was eligible under *** guidelines 
  4.          Name of the provider ******** services were rendered by qualified healthcare provider 
  5.          Name of the patient ******** the patient is the member or a qualified dependent 
  

  Claims that are identified as not qualifying for reimbursement because of lack of additional information or otherwise not eligible, are subject to correction procedures. 
  

  To offer more information on why substantiation is required to use the funds, weve included the *** regulations, which stipulate that we must substantiate the health expense before it is reimbursed and clarifies how improper payments should be handled. This information can be found directly in *** memorandum *********. - ***********************************************;
  

  Wed like to make sure you know that you can still access your FSA balance. If you have paid for any eligible expense out-of-pocket while your card has been inactive, you have the option to file claims for reimbursement by accessing your account on ************************************************************************************ and providing supporting documentation. Your plan allows until 09/28/2025 to file claims for services incurred within 08/14/2024-09/15/2025.
  

  Please note if the $613.20 is still in overpayment status,any claims filed will first be applied to the overpayment and the difference will be reimbursed to you.
  

  We appreciate you for bringing your concerns to our attention. We hope this clarifies what occurred with your account. If you have any further questions or concerns, please dont hesitate to contact us.  
  

  Sincerely, 
  Inspira Financial

• Initial Complaint

  Date:05/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My PayFlex card was locked due to a transaction Inspira deemed unauthorized. I submitted a claim, which was approved, that I believed would offset the amount, but due to it being for 2025 it was instead sent to my checking account, which was overdrawn. I submitted another claim 04/21/2025, for an UrgentCare visit, similar to approved claim, but for 2024 plan year, and was told the documentation I submitted was not sufficient due to amount paid not being specified as "Co-Pay." The previous document from approved claim did not even show patient's name and was approved without incident, however, the document for new claim showing all the information continues to be denied. I called and spoke with an Inspira *** 04/28, who contacted provider on three-way call, and was advised by provider the receipt provided was all they have available to share. She submitted Case # ******** to share this information for claim approval and I was to be contacted back in 3-5 business days. Due to no contact, I reached out again 05/07 where Inspira *** stated case was denied and he resubmitted with additional verbiage under new Case # ******** with promise to contact me back in 3-5 business days. After ************************************************* and determined Inspira was still requesting documentation. I requested a copy of full medical records from provider, contrary to my privacy concerns, and attempted to upload them to Inspira's website. After only being able to upload 3 of the 8 documents I contacted Inspira again for assistance with submitting the remaining documents, only to be told because it is after 04/30, I have to pay out of pocket to have my card unlocked. Why continue to request documents and submit cases if it was too late? I submitted claim within desired timeframe with a receipt that carried more information than approved claim's receipt. Me and my child should not be penalized for this organization's refusal to accept valid documents and drag this on for weeks.

  

  Business Response

  Date: 05/22/2025

  Hi *******,
  

  Inspira Financial is in receipt of the complaint submitted to the Better Business Bureau. We appreciate you taking the time to provide us with this feedback and allowing us the opportunity to assist you. We understand your concerns are regarding claim denials.
  

  In review of your account, we requested documentation for the debit card transaction of $708.59. With the documentation you submitted on 12/05/2024, we were able to partially approve the transaction, and we had to deny a portion for protection plans as that is not an eligible expense under the Flexible Spending Account (FSA).
  

  When there is a portion of a debit card transaction that is not substantiated, the debit card will be deactivated until the overpayment is resolved.
  

  For the claim of $75.00 for the date of service 12/02/2024, this claim was denied asking for additional documentation because the documentation submitted on 04/21/2025 did not include a description of the service. The second document submitted on 05/20/2025 included information from the service, but did not clearly indicate what the $75.00 was for.
  

  Wed like to explain documentation requirements for claims and debit card transactions.
  

  Though these are your funds to use for health expenses, it is our responsibility to ensure we all remain in compliance with *** regulations and your employers program guidelines. Failure to adhere to these guidelines could potentially place Inspira Financial, the plan sponsor, as well as you in risk of facing tax liabilities. Therefore, it is imperative for us to verify every transaction or reimbursement is eligible. It isnt an indication that we are doubting the funds are being used correctly.
  

  This is usually completed electronically behind the scenes, but in instances in which it doesnt, we must take further action to confirm its eligibility. We do this by requesting for our accountholders to submit an itemized receipt or Explanation of Benefits (EOB) from their insurance company. Whichever document an accountholder chooses, it must contain the 5 items listed below as it is this criteria that we use to verify whether a transaction is eligible.
  
  1.          Date of the service ******** the service was rendered and within the plan year
  2.          Cost of the service, including the portion insurance paid ******** there was a financial responsibility for amount in question
  3.          Type of service ******** the service or expense was eligible under IRS guidelines
  4.          Name of the provider ******** services were rendered by qualified healthcare provider
  5.          Name of the patient ******** the patient is the member or a qualified dependent
  

  With one of the uploads with this complaint, we were able to confirm that the $75.00 claim was a copay for a visit which is eligible under this account. This claim was originally filed on 04/21/2025 which was before the claim filing deadline of 04/30/2025 which allowed us to approve the claim.
  
  This claim approval will offset the $73.80 overpayment explained above on Friday, 05/23/2025. Please note that your 2024 has already been depleted so the difference will not be reimbursed. Your debit card is now active and available for use with your 2025 balance of $910.00.
  
  Also, we will be reviewing your recent interactions with us and provide aligning feedback to ensure our accountholders receive quality assistance. 

  
  We hope this information clarifies what occurred with your account. If you have any other questions or concerns, please dont hesitate to reach out to us.
  
  Sincerely,
  Inspira Financial

• Initial Complaint

  Date:05/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a letter about an *** that was moved to Inspira. I have set up an account on their site. I have tried to login recover the money owed, unfortunately it is not possible. When I ask for a 6 digit code, Inspira doesn't send it. When I ask for a code by phone call, they don't send it. When you call their phone number they have a recording but you never get through to anyone. I get caught in endless loops of logging in and trying to access my account. All end with codes not sent and phone calls not answered.I have no idea if this is a scam, or an actual business.

  

  Business Response

  Date: 05/07/2025

  Hi *******,
  
  Inspira is in receipt of the complaint you submitted to Better Business Bureau. We understand your complaint is around trouble accessing your online account. Thank you for bringing this matter to our attention. 
  
  We are sorry that you had trouble reaching us and accessing your account. It is important that we help you connect with your account. We are working with our portal support team to understand the issue and provide a resolution.
  

  A representative from our Executive Response team will be reaching out to you to further assist with this issue and any other questions you may have.
  

  Sincerely,
  Inspira Financial

• Initial Complaint

  Date:04/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Inspira Financial holds $1,244.95 from a Rollover Contribution from my last place of employment. I have been trying to contact them for weeks with no success via phone, email or website. Every call to the company, even in the middle of the night has an automated response that there is a heavy call volume. I am extremely frustrated by this situation and I am at a loss as to how to contact someone at Inspira and withdraw my money. Any help in this situation would be greatly appreciated. The contact information on the letter I received from them months ago: Inspira Financial, ****************************************************** Phone: ************

  

  Business Response

  Date: 05/08/2025

  Hi ******,
  
  Inspira is in receipt of the complaint you submitted to Better Business Bureau. We understand your complaint is around trouble accessing your online account. Thank you for bringing this matter to our attention.   
  
  We are sorry that you had trouble reaching us and accessing your account. It is important that we help you connect with your account. We are working with our portal support team to understand the issue and provide a resolution.  
  

  A representative from our Executive Response team will be reaching out to you to further assist with this issue and any other questions you may have. 
  

  Sincerely, 
  Inspira Financial 

• Initial Complaint

  Date:04/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 27th of 2024, I went to the dentist for a cleaning and paid with my Inspira Card. Inspira questioned the charge and requested the Explanation of Benefits for the dental visit. I uploaded my EOB July 4, 2024. August 27, 2024 they deny my claim, even though I provided the requested paperwork in a timely manner, and freeze my card. Now there is $27.17 of MY MONEY frozen in this account that they will not let me access. I'm always sure to share my horrible experience with everyone I can, in hopes they don't make the same mistake and trust this company with their money.

  

  Business Response

  Date: 04/03/2025

  Hi ****,
  

  Inspira Financial is in receipt of the complaint submitted to the Better Business Bureau. We understand your concerns about your Flexible Spending Account (FSA)and your experience with submitting documentation. We apologize for any inconvenience youve experienced.
  

  In review of your account, we see the $75.00 debit card transaction from 03/27/2024 that we requested documentation for. The documents submitted on 07/04/2024 shows your patient responsibility as $74.00 which required us to the deny $1.00 as this account can only be used for the amount you are responsible for.
  

  You have a few options to clear this $1.00 unsubstantiated amount. Your provider can refund the card directly which will post within 3-5 business days, or you can refund the account by accessing your profile at ******************************************** and going to Verify Card Purchases under your 2024 plan year.
  

  Your plan allows until 09/16/2025 to file claims for the 2024 plan year. If you were to file a claim for an eligible expense that incurred between 01/01/2024-12/31/2024,the amount would first be applied to the overpayment and then reimbursed to you.
  

  You have the option to file a claim by accessing your online profile at ************************************************ and selecting File a Claim under your 2024 plan year. Similar to when you use your debit card, you will be required to provide supporting documentation that contains the information below when filing a claim. The document you choose can be an Explanation of Benefits (EOB) from your insurance carrier or an itemized receipt from the provider with the information listed below.
  

  Another option available to you to request reimbursement and offset the $1.00 charge is through Health Plan Claims. This is found within your online account by selecting View/Pay in the Health Plan Claimsdropdown. You can reimburse yourself or request to pay a provider directly by selecting the claims you would like to pay and select Pay Claims towards the bottom of the list. These claims do not require additional documentation for reimbursement since these are files sent to us by your insurance carrier.
  

  Once the $1.00 amount is cleared, your debit card will be reactivated.
  

  The 2025 balance of $27.17 was rolled over from your 2024 balance. This balance can be used for 2025 expenses or if you choose to request reimbursement, through filing a claim or the Health Plan Claims, the reimbursement will come from this balance
  

  Below is more information about why we need documentation and the criteria that must be included.
  

  Though these are your funds to use for health expenses, and the card may have been used for an eligible service, it is our responsibility to ensure we all remain in compliance with *** regulations and your employers program guidelines. Failure to adhere to these guidelines could potentially place Inspira Financial, the plan sponsor, as well as you in risk of facing tax liabilities. Therefore, it is imperative for us to verify every transaction or reimbursement is *********** isnt an indication that we are doubting the funds are being used correctly.
  

  This is usually completed electronically behind the scenes, but in instances in which it doesnt, we must take further action to confirm its eligibility. We do this by requesting for our accountholders to submit an itemized receipt or Explanation of Benefits (EOB) from their insurance company. Whichever document an accountholder chooses, it must contain the 5 items listed below as it is this criteria that we use to verify whether a transaction is eligible.
  

  1.           Date of the service ******** the service was rendered and within the plan year
  2.           Cost of the service, including the portion insurance paid ******** there was a financial responsibility for amount in question
  3.           Type of service ******** the service or expense was eligible under IRS guidelines
  4.           Name of the provider ******** services were rendered by qualified healthcare provider
  5.           Name of the patient ******** the patient is the member or a qualified dependent
  

  Claims that are identified as not qualifying for reimbursement because of lack of additional information or otherwise not eligible, are subject to correction procedures.
  

  To offer more information on why substantiation is required to use the funds, weve included the *** regulations, which stipulate that we must substantiate the health expense before it is reimbursed and clarifies how improper payments should be handled. This information can be found directly in *** memorandum *********. -******************************************
  

  We appreciate you for bringing your concerns to our attention. We hope this clarifies what occurred with your account. If you have any further questions or concerns,please dont hesitate to contact us.
  

  Sincerely,
  Inspira Financial

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23148071
  
  I am rejecting this response because:  This is ridiculous over $1, So you want a freaking $1 to unfreeze my card, so I can access my last $27! LUDACRIS!  Considering I wasn't the one who decided on how much it was supposed to cost, that would have been the dentist office. Instead of jumping through all these hoops, I would rather send you the **** $1.  Give me a break!
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 04/07/2025

  Hello ****,
  

  Thank you for allowing us another opportunity to assist you with your account.
  

  Without taking action on the $1.00 overpayment, the debit card will remain inactive.
  

  Your 2024 Flexible Spending Account (FSA) plan allows until 09/16/2025 to offset the overpayment by filing a claim or using your Health Plan Claims. If you would rather refund the account, you have that ability to make the payment by accessing your online account at ************************************************************************************. 
  

  However, the debit card being inactive does not stop you from accessing your 2025 FSA balance.
  

  For any expenses incurred within the 2025 plan year,starting on 01/01/2025, you can file a claim for a reimbursement. Please make sure to include documentation with the criteria we shared in our first response.
  

  We are sorry that we are not able to provide any alternative options in this situation. Please feel free to reach out if you have other questions or concerns.
  

  Sincerely,
  Inspira Financial

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23148071
  
  I am rejecting this response because:  I no longer live in the same area of this dentist, so it's not like I can walk in to their office and take care of it.  So much hassle because a dentist charged me a dollar over, than the *** that comes out weeks later.  **************** is definitely lacking on this one.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:03/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made a purchase well within the deadline of 03/15/25 to spend 2024 Flex funds. Purchased an Oura ring which is an approved Inspira vendor and received approval.Purchase was made 03/04/25 and I received email confirmation from Inspira and confirmation email from Sika Health, the authorized company for ****. I called Inspira customer service to confirm the purchase went through on 03/04/25 and ******, CS representative confirmed it was approved.On 03/23/25 I inquired about my purchase with Sika Health and was told after reviewing their records my order was not processed correctly and was pin canceled status. On 03/25/25 I called Inspira customer service (spoke to two CS reps ****** and ******** separately as ****** was frustrated). I was told by both that my purchase was canceled because I didnt make my purchase by December 2025 which according to them was the absolute deadline to use up flex money . Told them this is not true because emails sent by Inspira and stated on my account statement that last day to spend 2024 funds is 03/15/25. Then I am told they have no record of my purchase and the last activity they see on my account statement is 04/19/24 which is incorrect because I made purchases on 10/01/24, 10/21/24, 11/20/24.Inspira refused to accept responsibility and basically told me to file a claim NLT 03/31/25, which is the last day to file claims for 2024 transactions, which I did on 03/25/25.

  

  Business Response

  Date: 03/28/2025

  Hi ******,
  

  Inspira is in receipt of the complaint you submitted to Better Business Bureau. We understand your complaint concerns accessing your Flexible Spending Account (FSA) and the experience you had while speaking with our specialists.
  

  Wed like to thank you for bringing your concerns to our attention and for giving us the opportunity to review and assist you. We understand how frustrating it can be when claims are denied and that is certainly not the type of experience we want our accountholders to have.
  

  A representative from our Executive Response team will be reaching out to you to further assist with this issue.
  

  If you have any further questions or issues, please dont hesitate in bringing them to our attention.
  

  Sincerely,
  Inspira Financial

  
  

• Initial Complaint

  Date:03/18/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been requesting reimbursement for qualified and approved claims from my *** and ************** accounts with ******************** since late 2024. They repeatedly keep saying they will process the payment to my bank account in 3-5 days but nothing ever gets credited to my account. I email them again and they say it'll be another 3-5 business days. This has been going on at least 4 times now and they refuse to let me speak to a manager or escalate the issue.

  

  Business Response

  Date: 03/21/2025

  Hi ******, thanks for providing us with your feedback regarding your experience as weve administered your account.
  

  We are deeply sorry for the difficulties youve encountered with obtaining your reimbursement. We can confirm that youve done everything correctly, and an internal error was preventing your reimbursements from paying out.
  

  Weve since reviewed your account and escalated a ticket to correct this error, and are happy to confirm a payment of $5499.92 was issued this morning to your linked bank account. This payment should be reflected in your bank account within the next 5 business days, and officially depletes the remaining balances in both your 2024 ************** and Healthcare Flexible Spending Accounts.
  

  We again apologize for the time it took to get this resolved, and please dont hesitate to let us know if you encounter any further issues.
  

  Sincerely,
  Inspira Financial Trust

• Initial Complaint

  Date:02/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom it May Concern,I had signed up with Inspira Financial Health in the prior fiscal year. One has until April of this year to use the funds. This company holds onto money that is taken out of ones paycheck and it can be used to certain medical/prescription expenses throughout the course of a year until the following April. Unfortunately, this institution holds onto ones money as if it is their own. They often change the circumstances in which one can use their money and require different documentation seemingly at their own whim. What finally broke the proverbial straw on the camels back was after going back and forth with them to get reimbursed for a dental visit, they stated they took my funds and put them towards an overpayment on my account. There was no overpayment as I still have funds in my account which, as mentioned, I funded in the first place. I have tried to remedy this to no avail. I have obviously opted out of this company/program because of all the problems associated with it. I am unsure if you do not use your funds by the end of the time period, if they are forfeited to this company, which would seemingly be a conflict of interest. I can not get a straight answer on this as well. Thank you for your help in advance.  

  

  Business Response

  Date: 03/06/2025

  Hi *****,
  

  Inspira Financial is in receipt of the complaint submitted to the Better Business Bureau. We understand your concerns about your Flexible Spending Account (FSA) and an overpayment on the account. Thank you for bringing your concerns to our attention. We apologize for any inconvenience youve experienced.
  

  In review of your account, we show five debit card transactions from the 2024 plan year that we had requested documentation for. These transactions went into overpayment status after not receiving documentation within the timeframe provided in the three letters sent to you and one transaction being denied for not receiving the necessary documentation.
  

  First, wed like to inform you of the transaction that was denied. We received documentation on 09/25/2024 for the $102.80 debit card transaction from 08/08/2024. This documentation showed the expense was for supplements which required us to request a Letter of Medical Necessity (LOMN).
  

  This letter would allow us to confirm these services were rendered to treat an underlying medical condition, as they are not eligible when treating general health. The information needed on this letter is detailed below.
  
                Patients Name
                Medical Condition
                Recommended course of treatment
                Duration of the treatment
                Signature of qualified health practitioner
  

  Supplements would only be eligible with a Letter of Medical Necessity (LOMN). This letter would allow us to confirm these services were rendered to treat an underlying medical condition, as they are not eligible when treating general health. This is further detailed on our website, ******************************************** by selecting Individuals then selecting Explore FSA eligible expenses. 
  

  If we receive this letter with the information above, we will be able to approve this transaction.
  

  Second, we have not received the required documentation for the following debit card transactions: $400.00 from 07/12/2024, $500.00 from 08/09/2024, $500.00 from 09/13/2024, and $512.92 from 09/30/2024. We require an itemized receipt or Explanation of Benefits (EOB)with the criteria explained further below to confirm eligibility and approve the transactions.
  

  More information about the transactions,including the provider's name, can be found under Verify Card Purchases on your online account at ************************************************************************************. This is also where you will have the option to upload the documentation.
  

  Once the above five transactions have been resolved with the necessary documentation, your debit card will be reactivated. Any claims filed before these transactions are resolved will be applied to the overpayment to substantiate that amount.
  

  Wed like to make sure you are aware your plan allows until 03/15/2025 to incur new expenses, and you will have until 03/31/2025 to file any claims for eligible expenses that you may have paid for out of pocket.
  

  Weve included additional information below to further explain why we request documentation for debit card transactions.
  

  Though these are your funds to use for health expenses, and the card may have been used for an eligible service, it is our responsibility to ensure we all remain in compliance with *** regulations and your employers program guidelines. Failure to adhere to these guidelines could potentially place Inspira Financial, the plan sponsor, as well as you in risk of facing tax liabilities. Therefore, it is imperative for us to verify every transaction or reimbursement is eligible. It isnt an indication that we are doubting the funds are being used correctly.
  

  This is usually completed electronically behind the scenes, but in instances in which it doesnt, we must take further action to confirm its eligibility. We do this by requesting for our accountholders to submit an itemized receipt or Explanation of Benefits (EOB)from their insurance company. Whichever document an accountholder chooses, it must contain the 5 items listed below as it is this criteria that we use to verify whether a transaction is eligible.
  

  1.           Date of the service ******** the service was rendered and within the plan year
  2.           Cost of the service, including the portion insurance paid ******** there was a financial responsibility for amount in question
  3.           Type of service ******** the service or expense was eligible under IRS guidelines
  4.           Name of the provider ******** services were rendered by qualified healthcare provider
  5.           Name of the patient ******** the patient is the member or a qualified dependent
  

  Claims that are identified as not qualifying for reimbursement because of lack of additional information or otherwise not eligible, are subject to correction procedures.
  

  To offer more information on why substantiation is required to use the funds, weve included the *** regulations, which stipulate that we must substantiate the health expense before it is reimbursed and clarifies how improper payments should be handled. This information can be found directly in *** memorandum *********. - ******************************************
  

  If you do not file any claims by 03/31/2025 for eligible expenses that incurred within 01/01/2024-03/15/2025,the remaining balance will be forfeited due to IRS Publication 969. Your employer,not Inspira, determines what to do with the forfeited funds in compliance with ***** and *** guidelines. To offer more information on how the plan structure,weve included a link that further explains which can be found on page 17. ****************************************
  

  We hope this information explains what occurred with your account and the steps needed to resolve the overpayment. If you have any further questions or concerns, please dont hesitate to contact us.
  

  Sincerely,
  Inspira Financial

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 22971738
  
  I am rejecting this response because:

  I have made additional claims with the required Explanation of Benefits, and instead of sending me MY money (money that I put in the account), ******************** continues to say there is an overpayment, and continues to hold the money hostage.  
  I have included the money still remaining in my account, which once again, I have to emphasize, I put into the account.  So to say there is an overpayment is a false statement, if not an outright lie.  If these are the common business practices of the company, they are deceptive at a minimum.  
  Inspira continues to respond about past payments, also taken from money I contributed, which has nothing to do with the current payments.  If they are not accepted payments I simply need to pay taxes on them in the current years taxes.  To hold the remaining funds hostage without releasing them is senseless.  In addition, to say there money is not taken is false.  As of 3/31/25 I will not be able to recover said funds.  Even if I am not able to recover these funds I would like the current and future clients of Inspira, to know without any double talk, what will be the fate of their funds.  Thank you.
  
  Sincerely,
  
  ***** ***********

  

  Business Response

  Date: 03/10/2025

  Hi *****,

  
  Thank you for allowing us another opportunity to clarify what is happening with your account and the steps needed to receive a reimbursement.

  It is certainly not our intention to make it difficult to access your Flexible Spending Account (FSA) balance. Wed like to make sure you are able to fully utilize your 2024 balance.
  
  Since the funds in this account are pre-tax, we are required to verify the eligibility of the expenses. We will request documentation from our accountholders for debit card transactions when we do not have enough information to confirm eligibility. If we do not receive the necessary documentation by the timeframe provided in the requesting letters,the transactions will go into Overpayment status.
  
  Any claims filed while transactions require action will first go towards the overpayment amount. Accountholders have the option to offset their overpayment with this method if they cannot provide documentation for the transactions. If there are claims filed for more than the overpayment amount, the overpayment would be fully substantiated, and the difference would be reimbursed to you.
  
  We would like to help you access your remaining balance of $267.21. We suggest providing the requested documentation for the debit card transactions explained in our previous response. Once these five transactions have been substantiated, a reimbursement payment for your approved claims will be sent to you.
  
  Your plan allows until 03/31/2025 to file claims for dates of service within your period of coverage of 01/01/2024-03/15/2025.
  
  If you choose to not substantiate the five debit card transactions, the approved claims will remain applied to the overpayment amount and any remaining balance will be forfeited due to *** Publication 969. Your employer, not Inspira, determines what to do with the forfeited funds in compliance with ***** and *** guidelines. For more information, please refer to *** guidelines. Here is a link that further explains the plan structure. ****************************************
  
  As much as we would like to resolve this for you, we must abide with the *** and plan guidelines set in place. We are sorry that we werent able to provide any alternative options in this situation.

  Sincerely,
  Inspira Financial Trust