Complaints

This profile includes complaints for Inspira Financial Trust, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Inspira Financial Trust, LLC

  2001 Spring Rd Ste 700 Oak Brook, IL 60523-1890

  
• 

  Millennium Trust Company

  8 Penn Ctr West Suite 101 Pittsburgh, PA 15276

• 

  Millennium Trust Company

  PO Box 940287 Plano, TX 75094-0287

• 

  Inspira Financial

  Omaha, NE 68164

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:07/10/2025

  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.

  I have an *** account with ********************** have tried on multiple occasions to close this account,I have given them my name, ssn, address, pictures of my passport and they still refuse to close my account and distribute my money.

  

  Business Response

  Date: 07/11/2025

  Hi ******,

  
  Inspira Financial is in receipt of the complaint submitted to the Better Business Bureau. We understand your concerns are around accessing your account online and taking a distribution.

  
  We apologize that you had difficulty accessing your account.We understand how important it is to connect to your Individual Retirement Account ***** and are happy to help with the next steps.

  
  Your account will be reviewed to ensure everything is in order and a member of our Executive Escalations Team will reach out to you.

  
  Thank you,

  
  Inspira Financial

• Initial Complaint

  Date:07/09/2025

  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 **** *** was rolled over into this account and Ive been trying to access the account for weeks but the system requires a text code or call but they have never texted or called and they have made it impossible to access my account and every month they have compounded fees that drain the account

  

  Business Response

  Date: 07/11/2025

  Hi *******,
  

  Inspira Financial is in receipt of the complaint you submitted to the Better Business Bureau. We apologize for any inconvenience with your account.
  

  We will research your concerns and someone from the Executive Response team will reach out to you.
  
  Thank you for taking the time to provide us with feedback.
  

  Sincerely,
  
  Inspira Financial 

• Initial Complaint

  Date:07/08/2025

  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.

  In May 2025, my former employer, ********************, informed me that my 401K with the company has been rolled over from Fidelity to Inspira Financial. I called both Fidelity and Inspira Financial on May 6th, 2025. Fidelity informed me that my 401K balance has been transferred to Inspira. Inspira informed me that they do not show an account for me and are not sure when the money will arrive. They let me know that it could take up to 45 days for the account to be set up and they will send a welcome letter to me. On July 3, 2025, 60 days after my initial call with Inspira, I called them again for an update since I still have not received any letter from them. They informed me that there is still no account for me. They also offered no other solution for tracking the progress or locating the funds. I need a solution from them in finding where the transferred funds went and how I could get the funds back. Thank you for your help!

  

  Business Response

  Date: 07/11/2025

  Hi Jaide,
  
  Inspira Financial is in receipt of the complaint you submitted to the Better Business Bureau. We apologize for any inconvenience with your 401(k)-transfer experience.
  

  We are sorry your experience wasnt satisfactory and thank you for bringing your concerns to our attention. Given that the transfer was initiated by your former employer, someone from the Executive Response team will reach out to you to create a research case to find your account.
  

  If you have any further questions or concerns about your account,please do not hesitate to bring them to our attention.
  

  As we continue to look for ways to improve our service levels your feedback is valuable.? 
  
  
  Sincerely, 
  
  Inspira Financial 

• Initial Complaint

  Date:07/07/2025

  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 husband and I have been trying to transfer his account balance to a different firm for over 2 months and they have been nothing but unhelpful. When we submitted the paperwork, the new firm told us that Inspira informed them that their processing time was up to 21 business days. So after waiting for a full month while they had the paperwork with them, we finally called and they told us they needed a second form that we would have to "****** to get" as it was against their policy to send the form to us. We sent that in. Then it took another 3 weeks to get the check sent out, only after we requested to speak to a supervisor because they wouldn't give us written confirmation that had been done, again stating that it was "against policy" to send written confirmations. Now its been another month since they "sent the check" and still no check. I requested to speak to someone in their complaint department and was told "we don't have a complaint department."

  

  Business Response

  Date: 07/10/2025

  Hi ******,
  

  Inspira Financial is in receipt of the complaint you submitted to the Better Business Bureau. We understand your complaint stems from your experience when contacting us regarding your husbands account. Thank you for bringing your concerns to our attention and giving us an opportunity to review and respond.
  

  Unfortunately, since youre not currently named as an authorized individual on your husbands account, we will have to speak directly to him. We understand how frustrating this may be; however,we do take our accountholders privacy seriously. A member of our Escalations Team will reach out to him directly to resolve the issue.
  
  Thank you for taking the time to provide us with feedback.
  

  
  Sincerely,
  
  Inspira Financial 

• Initial Complaint

  Date:07/02/2025

  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.

  I was just made aware that some residual funds in the amount of $2934.34 from an old 401(k) were sent to Inspira Financials, from TRowe Price back on 7/30/2019 without my knowledge. I went to their website to try to find said account and there is "No account matching my name". I called customer service and was told the same thing, and they offered no help. So my money is just gone?

  

  Business Response

  Date: 07/07/2025

  Hi *****,
  

  Inspira Financial is in receipt of the complaint you submitted to the Better Business Bureau. We apologize for any inconvenience with your 401(k)-transfer experience.
  

  There are a few reasons your account may have been transferred to Inspira Financial. You previously contributed to your former employers retirement plan program, but there were no instructions for where to direct those funds upon your departure. So, to protect the tax status of your funds, your plan chose to roll over your plan funds to an Individual Retirement Account ***** with **********************. The reason your funds were automatically rolled over could include a balance below $7,000, an outdated address on record, an uncashed check, or because the plan had terminated. Our goal is to reconnect you with your retirement funds as soon as possible.
  

  Given that the transfer was initiated by your former employer, someone from the Executive Response team will reach out to you.
  

  If you have any further questions or concerns about your account,please do not hesitate to bring them to our attention.
  
  Thank you for taking the time to provide us with feedback.
  

  Sincerely,
  
  Inspira Financial

  
  

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23549952
  
  I am rejecting this response because: I have spoke with BJ from Inspira Financial this morning and she has opened a case to help get this resolved. Until I hear back from her, I do not want to close this case.
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 07/14/2025

  Hi *****,
  
  Thank you for providing further details of your concerns and giving us an opportunity to locate your account.
  

  We in the Executive Response Team at Inspira can confirm that we are still working on a resolution for you. The specialist who reached out to you previously will do so again to provide an update on the matter.
  

  Thank you again for allowing us to assist you,and please do not hesitate to bring any other concerns you may have to our attention.
  

  We are always here and happy to help.
  
  Sincerely,
  
  Inspira Financial  

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23549952
  
  I am rejecting this response because: I do not wish to close at this time as I just spoke with BJ again today and they are still in the process of researching this issue and waiting for a response back from Trowe Price. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:07/02/2025

  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 was seen at an urgent care facility on 5.21.25 regarding an injury I had to my foot. I was unable to use my HSA/FSA/HRA card to pay my copay at the time because other claims were being disputed and they shut off my card. Therefore I used my own personal debit card to pay the* $50 COPAY*. I then submitted the claim to my HSA/FSA/HRA servicer Inspira Financial for reimbursement since the copay SHOULD have been paid by my HSA/FSA/HRA. Inspira Financial is now refusing to reimburse the $50 copay claiming that it is an Overage/Excess when it is not. It is just a simple copay which should be reimbursed by them. They also state that the charge has no customer liability when I clearly paid the cost and have a screenshot showing the $50 was withdrawn from my personal account and thus i WAS in fact liable for the $50. Even though I have sent documentation stating that the cost i am claiming is a copay and should be reimbursed they still insist that it is an overage/excess and continue to deny the claim. I have reached out to them via email MANY times and it has done zero use. Therefore, I am now enlisting the help of the Better Business Bureau to assist in getting my $50 back that I am entitled to.

  

  Business Response

  Date: 07/07/2025

  Hi Faith,
  

  Inspira Financial is in receipt of the complaint submitted to the Better Business Bureau. We understand your complaint concerning a denied claim. We apologize for the frustration youve experienced as youve worked on accessing your funds.
  

  In review of your account, we show the $50.00 claim for the 05/21/2025 date of service. This claim has been denied because the Explanation of Benefits (EOB) from your insurance carrier submitted on 06/22/2025 shows a $0 patient responsibility.
  

  Copays are an eligible expense under your Flexible Spending Account (FSA). However, these accounts can only be used for amounts that you are financially responsible for. **** show the final patient responsibility after insurances involvement which is why we use this document to process the claim.
  

  If the provider charged you a copay, please contact them to determine the next steps as your EOB did not show any patient responsibility.
  

  Regarding your debit card, it is currently inactive due to an overpayment from the 06/01/2024-05/31/2025 FSA. Weve included details below about the overpayment and steps to resolve and reactivate your debit card.
  

  There were a few debit card transactions weve requested documentation for within the 2024/2025 plan year.
  

  We have not received documentation for two of the transactions:$14.99 from 11/25/2024 and $14.99 from 12/24/2024. To resolve these amounts,please provide documentation with the below criteria to confirm eligibility.
  

  Then, there was a debit card transaction of $39.95 from 12/01/2024. We received documentation that allowed us to approve $34.43. A $5.52 portion was denied because the documentation submitted showed it was for a clip-on which is not eligible. To resolve the remaining $5.52, pay back your account or submit a claim for eligible expenses that have not been previously reimbursed to offset the overpayment.
  

  To submit a claim to offset the overpayment, your plan allows until 08/31/2025 to file claims for the 2024/2025 plan year. Please make sure the claim submitted is under that plan year or it will not be applied.
  

  To refund the account, you have the option to mail a check or money order to the address below. Please include a note with your full name, last 4 of your social security number, employer name, and that the payment is for the 2024/2025 overpayment.
  

  Inspira Financial ************ | *************** ***********************************************
  

  Once all three transactions have been fully cleared, the debit card will be reactivated and available to use for your 2025/2026 balance.Otherwise, you will continue to have the option to access your balance by filing claims for reimbursement.
  

  Wed like to explain why we request documentation for debit card transactions and claims.
  

  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
  
  Thank you for taking the time to provide us with feedback around your experience. We hope this clarifies what occurred with your account.Please dont hesitate to reach out if you have any questions.
  

  Sincerely,
  Inspira Financial

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23547852
  
  I am rejecting this response because:

  I did pay a copay. I don't care what the *** says. It was a copay charged by my plan at the time of service. I can show you where my plan states that I have a $50 copay. I want that reimbursed immediately as my HSA card should have and would have paid that copay at the time I was seen. This response is unacceptable. It clearly states in the submitted documentation from the *********** facility that the $50 was a copay. I paid the $50. Now Inspira is trying to say they aren't responsible for my copay. Use your eyes and you will see that I paid. This is the most ridiculous thing I have ever heard of. And I have seen the other complaints from other users of Inspira on their ******** page. People talking about how they've mishandled their claims as well. I want the reimbursement I am owed and I want it now. 
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 07/11/2025

  Hi Faith,
  

  Thank you for your continued feedback. We understand how important this is to you.
  

  As much as we would like to resolve this for you, we must abide by the *** and plan guidelines set in place. Your Flexible Spending Account (FSA) balance can only be used for amounts that you are financially responsible for after insurance involvement.
  

  The Explanation of Benefits (EOB) you submitted with this $50.00 shows a $0.00 patient responsibility. This means you did not *** a copay amount for this service.
  

  You will need to resolve this with your provider as your insurance covered the full amount.
  

  Sincerely,
  Inspira Financial

  Customer Answer

  Date: 07/12/2025

   
  Complaint: 23547852
  
  I am rejecting this response because:

  This isn't rocket science. MedExpress did exactly what they were supposed to do because my plan charges a $50 for urgent care visits (see attachments for health plan benefit explanation). I paid the $50 instead of using my card because it was inactivated (yes, I know why. We aren't discussing THAT issue presently so it doesn't need further discussion). Now, I have submitted the $50 for reimbursement from Inspira because you as my HSA/FSA/HRA servicer should have paid that copay instead of me paying out of pocket. So, yes, the *** is going to say I owe nothing ADDITIONAL because I paid the copay. I'm not sure why this is so difficult for Inspira to understand. I just want the $50 I am owed back from Inspira for my out of pocket copay. Please read the attachments I have added because you have been talking on circles since I brought this entire issue up. I have a Hybrid Plan. Which means I owe copays when I go to urgent care ($50) and when I have an office visit ($25) these are costs that I AM liable for. Afterwards the plan pays everything else. That's how copays work! The bill from MedExpress clearly states it was a copay. I have shown Inspira where that amount has come out of my account showing I (the patient) was responsible for this amount. However, every single time I have reached out for assistance from Inspira I have gotten various replies from various representatives none of which seem to know their behind from a hole in the ground. And I am NOT reaching out via telephone because it takes a millennia to get a hold of anyone. Perhaps, the company and its representatives should be adequately informed of the various plan types available from employers using your service and how those plans work. No one at Inspira seems to understand the basic functions of insurance. I work in healthcare and I deal with billing insurances every day. I have worked in this capacity for going over a decade now. If you have any questions about how ************ handles it's insurance benefits through ***** and how those plans function please call ************* and have them explain it to you. Otherwise, given the information I have provided via attachments, kindly repay me the $50 I am owed and we can all move on with our lives!
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:07/02/2025

  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.

  I went to Lens Crafters to have an eye exam during the month of 02/24/2025-02-28-2025. The total amount of the charges of ******. They have denied my expenses saying that ***** has over charged me for the eyewear and eye exams. I told them that the ***** something is the added charge for insurance on both pairs. They have threatened me with holding my funds and reporting this money as an income. I submitted each *** for the expenses, and it is still denied. I have spoken to this company 3 times about this matter and they seem to think that i am going to pay double on these charges and still receive monies from my paycheck biweekly. I think that is unfair and I can truly see why many customers don't like to use these programs. It is so sad how this company can tell me that they will hold my funds and i will not have access to it and just loose it. While I am still paying for it.

  

  Business Response

  Date: 07/03/2025

  Hello *********,
  

  Inspira Financial is in receipt of the complaint submitted to the Better Business Bureau. We appreciate your feedback and this opportunity to provide clarification about your account. We understand you have concerns about debit card transactions on the account and accessing funds from your Flexible Spending Account (FSA).
  

  In review of your account, we show three debit card transactions we requested documentation for.
  

  A transaction from 02/24/2025 for $65.00. The document submitted on 06/18/2025 showed your patient responsibility was $10.00. This led us to approve $10.00 and deny $55.00.
  

  A transaction from 02/24/2025 for $314.59. The document submitted on 06/18/2025 showed your patient responsibility was $269.60. This led us to approve $269.60 and deny $44.99.
  

  A transaction from 02/28/2025 for $463.99. The document submitted on 06/18/2025 showed your patient responsibility was $419.00. This led us to approve $419.00 and deny $44.99.
  

  These amounts were denied because this account can only be used for the amount you are financially responsible for.
  

  Your account has a $144.98 overpayment from the three above denied portions. You have a few ways to clear the overpayment.
  

  1. If you are financially responsible for the denied portions, please submit documentation from your provider showing what expense those amounts cover. If the expense is eligible under the ***, we will be able to approve the amounts.
  

  2. If the provider overcharged you, the provider can refund the debit card. It can take up to 5 business days for the refund to post and be added back to your 2025 balance.
  

  3. You may submit a claim for eligible expenses that have not been previously reimbursed to offset the overpayment. The claim will first go towards the overpayment and any additional will be reimbursed to you.
  

  You have the option to file a claim by accessing your online profile at ****************************** and selecting File a Claim under your 2025 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.
  

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

  Another option available to you is requesting a reimbursement 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.
  

  4. You can refund the $144.98 by logging into your profile at ************************** and it will be added to your balance for future eligible expenses.
  

  Below is more information about why we will request documentation for certain 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.

  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
  
  Also, we show your debit card is currently active, but if the overpayment goes unresolved, it may impact the card.
  
  If you pay for any eligible expenses out-of-pocket while your card is temporarily inactive, you can still access your funds by filing claims for reimbursement, but please note the amount will first be applied to the overpayment before reimbursing you.
  
  We hope this clarifies what occurred with your account and the next steps available to you. If you have additional questions,please dont hesitate to reach out.
  
  Sincerely,
  Inspira Financial

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23546985
  
  I am rejecting this response because:
  I used this card for medical purposes and I should not have to be responsible for what the you all say is overpayment. The eye center did and eye exam and I got glasses that I truly need to see. Its said that I have provided you with what I have and its still my fault. So let me get this straight. I am responsible for ****** because what they billed me for isnt covered or they charged too much. But its my responsibility to send back ****** to you all pay for my Eyecare. 
  Sincerely,
  
  ********* ****

  

  Business Response

  Date: 07/10/2025

  Hi ********,
  

  Thank you for providing us with an opportunity to clarify.
  

  With a Flexible Spending Account (FSA), the balance can only be used for eligible expenses and amounts that you are financially responsible for after insurance involvement.
  

  Based on the documentation you submitted for the three debit card transactions, we found you were not responsible for $144.98, or those portions did not cover eligible expenses. It is your responsibility to substantiate debit card transactions and correct any transactions that were not used for eligible expenses.
  

  In this case, you have a few options available. You could provide documentation showing the expenses the $144.98 went towards (and if its eligible, that would allow us to approve those amounts), your provider could refund the card if they overcharged you, you could submit a claim to offset the $144.98, or you could refund the account yourself. We included more details regarding these options in our initial response.
  

  We apologize if this is not the outcome you were hoping ****** much as we would like to resolve this for you, we must abide by the *** and plan guidelines set in place.
  

  Please let us know if you have any questions about the options available to you.
  

  Sincerely,
  Inspira Financial

• Initial Complaint

  Date:07/01/2025

  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.

  Company took my my money and will provide me any information on how to get it back but continues to charge me fees. said they sent emails but do not have my address. when provided pretended to send me emails but never did

  

  Business Response

  Date: 07/03/2025

  Hi ********,
  

  Inspira Financial is in receipt of the complaint you submitted to the Better Business Bureau. We understand your complaint is about taking a distribution. Thank you for bringing this matter to our attention.
  

  We are sorry that you had a frustrating experience communicating with us. Your account has been reviewed, and your distribution check has been mailed to the address on record as of July 02, 2025.  Please allow time to get your check in the mail as your account is now closed.
  

  Please dont hesitate to reach out to us if you have any additional questions or concerns.
  
  Sincerely,
  

  Inspira Financial

• Initial Complaint

  Date:06/30/2025

  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.

  I have my *** through my employer Inova, using Inspira. Over the past 6 months I've tried to use my *** card multiple times. A majority of the time it fails to process. So I go ahead and pay cash for whatever purchase I need. When I have tried to file a claim the claims never seems to go through. When I call to speak to a representative, I'm asked to repeat personal information in triplicate or more, including full name, date of birth, social security number, address, employer email, last four digits of the *** card number, and the account number. Now for a long time I didn't have a card and I had a very difficult time getting it replaced. I don't know my account number or probably like how majority of us don't know regular phone numbers or our bank account number. To get access to. This requires logging in of which I at the time could not go through the login process. I was simply calling to request the information that they needed to process my claim be mailed to me, not emailed and then I could go to the provider, get the information and return it to them. Since I could not provide to them. My card number and account number the representative refused to help me kept me on hold for at least three stents of 10 minutes. My entire phone conversation was 60 minutes long which ended up with me hanging up to call my HR office to let them know about my experience. So hopefully we don't use this company next year. I have $1,800 and my *** account that I'm unable to use. Inspira is incredibly difficult to deal with as a company that supposedly providing a service. And the representative threatened multiple times that not providing the information that I was requesting from Inspira would result in fraud or being taxed more. The barriers they put up in order to keep things unresolved and keep the money in their account is insane.

  

  Business Response

  Date: 07/02/2025

  Hi ****, 
  

  Inspira Financial is in receipt of the complaint submitted to the Better Business Bureau. We understand your concerns regarding your experience with our customer service and using your funds from your Limited Purpose Flexible Spending Account (*****). We appreciate you bringing this to our attention and allowing us the opportunity to assist you.  
  

  We will be reviewing your interaction with our customer service and providing aligned feedback to improve our service levels. Its our priority to ensure our accountholders information is secure, so there are requirements to authenticate the account when contacting our call center. Were sorry this experience was unpleasant and for any frustration you have experienced while working to get information about your account.
  

  In review of your accounts, we show you have a 2025 Limited Purpose Flexible Spending Account (*****) and a ************** Account (HSA).Your debit card is currently active and linked to both accounts. More information on these accounts is found below.
  

  We do not see any recent denied claims under the ****** However,there is a debit card transaction of $480.00 from 01/25/2025 that we have been requesting documentation for and have not yet received.
  

  You will have until 07/16/2025 to provide the requested documentation before an impact to your debit card. The document with the below criteria can be uploaded on ************************** under Verify Card Purchases using your login information. Please allow up to 5 business days for the documents to be processed.
  

  Wed like to explain why we request documentation for certain 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
  
  Since you have two accounts with us, wed like to clarify how the funds can be used for both accounts.
  

  Your ***** can be used for Dental, Vision, and Orthodontia expenses. Eligible expenses under your HSA would include Medical, Dental,Vision, Orthodontia, Prescription, and Over-the-Counter (OTC) health supplies and medicines.
  

  Your debit card will pull funds from the ***** for Dental,Vision, and Orthodontia expenses, and pull from your HSA balance for all other expenses or when the ***** balance is depleted.
  

  If you have Dental, Vision, or Orthodontia expenses from this year that you have not used your balances for, your ***** allows until 04/01/2026 to file claims for reimbursement for eligible expenses incurred within 01/01/2025-12/31/2025.
  

  You have the option to file a claim by accessing your online profile at ****************************** and selecting File a Claim under your 2025 plan year. Similar to when you use your debit card, you will be required to provide supporting documentation that contains the information above.
  

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

  For your HSA, you have the option to request funds to pay for upcoming expenses or to reimburse yourself for out-of-pocket expenses that incurred on or after the date your HSA was opened. This can be done by logging into your account at ************************** and selecting Request Funds. You will follow the instructions and will not be required to submit supporting documentation. Please be sure to keep any relevant receipts from providers or Explanation of Benefits (EOBs) from your insurance carrier for your records in case of an IRS audit.
  

  Please allow 3-5 business days for claims and fund requests to be processed. The reimbursement will be made by check or to the linked bank account depending on the account.
  

  We hope this clarifies what occurred with your account.Please dont hesitate to reach out if you have any additional questions or concerns.  
  

  Sincerely,  
  Inspira Financial

• Initial Complaint

  Date:06/23/2025

  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.

  I have 2 separate Retirement IRAs rolled over to Inspira (without my consent). Inspira claims in documents that they charge a $30 annual "maintenance" fee, and a $25 "close-out" fee, yet I have apparently been being charged $45 per each account as my annual maintenance fee. I asked why my fee amount was different than what is listed in the forced downloadable document from Inspira when claiming retirement accounts and setting up account with them, and the representative could not tell me why... I also asked what is being "maintained"/what these costs are going toward, since these aren't like a 401k where the company is managing shares being invested in, etc., and they could not answer this question either, only that it's just for "maintenance"... I want to move the money from both retirement accounts to my account with Fidelity, to avoid this absurdity that I didn't even consent to moving to, but I can't even do that, as I can't view the one retirement account I just claimed, "until the welcome email is sent within the next few days"... I feel as though my money is in untrustworthy hands, and as a single customer (who didn't want my money with them in the first place), I'm unsure how to proceed without assistance. I've read reviews online about this company and have seen nothing but people experiencing the same issues between charges, issues with customer service, and issues experiencing repeat login loop issues with their website/general website interface issues. Any assistance with requesting accountability with this company would be so appreciated. Also, making these issues more evident to the general public, so no one else has to experience this, would be a service to the people. Please let me know if there is any further info I can provide to help. (They're not listed as a business with ******, so I couldn't even leave a review there to warn others that may be looking to voluntarily do business with Inspira Financial.) Thank you in advance for any assistance!

  

  Business Response

  Date: 06/26/2025

  Hi Kasey,
  

  Inspira Financial is in receipt of
  your Better Business Bureau complaint. We apologize for any
  inconvenience with your 401(k)-transfer experience.
  
  There are a few reasons
  your account may have been transferred to Inspira Financial. You previously
  contributed to your former employer’s retirement plan program, but there were
  no instructions for where to direct those funds upon your departure. So, to protect
  the tax status of your funds, your plan chose to roll over your plan funds to
  an Individual Retirement Account (IRA) with Inspira Financial. The reason your
  funds were automatically rolled over could include a balance below $5,000, an
  outdated address on record, an uncashed check, or because the plan had
  terminated.
  
  Our goal is to
  reconnect you with your retirement funds as soon as possible. 
  
  Our records indicate
  that you have two accounts with us, that opened on 03/2017 and 02/2025. When your funds were in a retirement
  plan with your former employer, that plan was responsible for maintenance of
  the account and for any fees on the account. When you no longer work for the
  company or your plan is terminated, they are unable to continue to provide you
  with that benefit. When funds are rolled out of the plan and into an IRA, the
  individual becomes responsible for maintenance of the account and any
  associated fees. 
  
  Your accounts have two
  different fee schedules. You can see the fees in the welcome letter or view
  your annual statement on the website.
  
  A member
  from the Executive Response team will be reaching out to you to further assist.
  
  Thank you
  for taking the time to provide us with feedback.
  
  Sincerely,
  
  Inspira
  Financial