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

  PO Box 940287 Plano, TX 75094-0287

• 

  Millennium Trust Company

  8 Penn Ctr West Suite 101 Pittsburgh, PA 15276

• 

  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:02/13/2025

  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.

  In late 2023, I had a cardiac procedure that required me to pay a portion $74.53 before I could have the procedure. They denied the coverage for that payment as well even though I submitted the *** as well as the detailed internal invoice from hospital billing. I am tired of having to double pay basically and lose money for covered expenses. Not to mention the time away from work gathering original documents and making calls to fight with them over expenses that clearly state they are covered under their eligible expense list. I have a letter of medical necessity that states that I am to have vitamins and supplements covered as part of my treatment for gastric bypass surgery in 2021. They have repeatedly denied coverage for the costs of my vitamins and supplements even though I have submitted the letter of medical necessity, pharmacy receipts, and pictures of the actual bottles of supplements. In 2024, I had a mental health evaluation. I did not realize the provider was not a Tier 1 or 2 in network provider so their would be an out of pocket expense of $140. I paid for the evaluation with my FSA card. I submitted a detailed, dated receipt from the provider with Dx codes and description plus an EOB stating the estimated patient and insurance portion that would be covered, but the claim was denied. They have cut off access to the debit card for the account and the paperwork on the denial clearly states that I can continue to submit claims BUT they will not repay me for what I have spent until that portion from the claim they rejected is paid. I feel like I'm being scammed every time I submit an expense because I lose money and each year I have left money on the table out of disgust in having to deal with multiple eligible expense claims being rejected. I would rather not have to deal with them anymore. If I'm going to pay out of pocket, I'd rather do that and just know what my expenses are going to be.

  

  Business Response

  Date: 02/25/2025

  Hi *****,
  

  Inspira is in receipt of the complaint you submitted to Better Business Bureau. We understand your complaint concerns a card purchase that requires further documentation. 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 having to obtain and send additional documents after the initial submission, and that is certainly not the type of experience we want our members to have.
  

  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 you, Inspira, and the plan sponsor at 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 members to submit an itemized receipt or Explanation of Benefits (EOB) from their insurance company to substantiate the card use. 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
  

  Further information and reading on this can be found directly in IRS memorandum *********. - ******************************************
  

  The transaction in question, a 06/27/2024 purchase of $140.00, first had a request for information sent on 08/21/2024,with another request being issued 09/19/2024 due to no response. After not receiving any submissions to substantiate the purchase, the card was deactivated on 10/18/2024.
  

  We then received the same itemized receipt several times from 02/07/2025 - 02/13/2025. This itemized receipt showed two services. The first being a 04/03/2024 service for $200.00, of which insurance paid $175.00, resulting in a $25.00 patient responsibility. The second service from 04/16/2024 does not have a type of service (it only shows Provider:****** ******, LPC), but shows a $115.00 charge. Unfortunately, if we are unable to determine the type of service that was rendered, we are unable to validate that it is an eligible service.
  

  If we were to obtain an updated itemized receipt or EOB that displays the 5 items we use to confirm eligibility, then we would be happy to substantiate this service for you and reactivate your debit card.
  

  A representative from our Executive Response team will soon be in touch to offer further clarification and assistance over the phone as well. 
  

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

  Sincerely,
  Inspira Financial

• Initial Complaint

  Date:02/12/2025

  Type:Product 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.

  A transfer request has been made to transfer the *** to ******* and I have not heard back and it's been over 2 weeks. I need a status of this ASAP.

• Initial Complaint

  Date:02/12/2025

  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 employer, ****************, required that I certify my medical leave through NY Life. As part of that process they facilitated an avenue for me to keep my health insurance current by making payments on my own through Inspira Financial. I downloaded Inspira Financials app and created an account. Since then I have been unable to log into Inspira Financial to check the status of any unpaid health insurance premiums. Through an internet search I found a customer phone number. I called the number and gave my credentials to verify my identity and account. I explained the purpose of my call and was told that they would have to transfer my call to that department. I WAS TRANSFERRED TO ANOTHER CUSTOMER WHO TOLD ME THAT HE KEEPS GETTING CALLS TRANSFERRED TO HIS PERSONAL NUMBER INSTEAD OF THE PEOPLE BEING TRANSFERRED TO AN ACTUAL INSPIRA FINANCIAL DEPARTMENT!!! This is entire experience is very concerning, since I am supposed to give this company my bank account information to pay my health insurance premiums. I have strong reservations!!

  

  Business Response

  Date: 02/25/2025

  Hi ****,
  

  Inspira Financial is in receipt of the complaint you submitted to the Better Business Bureau. We understand your complaint is related to your Direct Billing account and your experience contacting us.
  

  We sincerely apologize for the experience you brought to our attention. Thank you for accepting the phone call from our Executive Response Team and allowing us the opportunity to assist you.
  

  Also, wed like to apologize for your recent interaction with us. We are grateful that you notified us of this experience. Your security is important to us, and we can assure you that we are further researching this issue and taking action to prevent this from happening again.
  

  As we continue to look for ways to improve our service levels your feedback is valuable.
  

  Sincerely,
  Inspira Financial

• Initial Complaint

  Date:02/11/2025

  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 in the mail from Inspira Financial about an *** that had rolled over. There were no details on where my 401k was previously. When I visited their website to create an account to manage my ***, the website just says verifying your information for hours, and will not allow me to create an account. I cannot access my *** which I have every right to do at any time. Therefore, I cannot manage my *** and transfer it. When I try to sign out and sign back in, it returns to the verifying your information page. I did not choose Inspira Financial for my rollover, and am worried I will be constantly charged high annual fees whilst not being able to access my account. I want to close this *** immediately.

  

  Business Response

  Date: 02/26/2025

  Hi *******,
  

  Were sorry to hear you are having difficulties completing our online process to take control of your account. We would be happy to assist you in accessing your account online. One of our client service representatives attempted to contact you. Please contact us directly at your earliest convenience. We can also schedule a date and time for a call with you if that would work best for your calendar.
  

  Sincerely,
  Inspira Financial

• Initial Complaint

  Date:02/11/2025

  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.

  This company is absolutely atrocious! I had the misfortune of having this c*** company take over my *** when they bought or merged with my original custodian. I made multiple requests via phone, email and portal for them to not cash an incoming check as I was intending to use that for a 401K. They dont answer any correspondence at all but they definitely cashed the check into my *** after me trying for about two weeks to get them to not cash it. Now due to *** rules, I cant use my **** money to roll into the 401K as I intended unless I want to pay penalties and fees. Inspira, you will now feel my wrath as Im reporting your inability to communicate and my financial losses to every regulatory and governmental organization that I can and taking all of my money out of your s*** company. From all of the negative online reviews, I cant imagine that my soon to be posted reviews on multiple sites will tank your ratings any further, but Im about to give it one h*** of a try. PS answer your **** phones and emails.

  

  Business Response

  Date: 02/26/2025

  Hi *****,
  

  Although we did receive your messages on February 4 and 5 requesting the check be returned to sender, you are correct that when we received your check on February 11, it was immediately processed by our servicing team and deposited into your account. We apologize for this oversight and the inconvenience it has caused. We have discussed with our team and will review potential improvements we can implement to avoid similar issues in the future.
  

  We would be happy to assist you in correcting this error. One of our client service representatives attempted to contact you to discuss your account and potential next steps. Please contact us directly at your earliest convenience.We can also schedule a date and time for a call if that would work best for your calendar. Once we confirm how you would like to proceed, we will expedite our processing.
  

  Sincerely,
  Inspira Financial

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22929744
  
  I am rejecting this response because: the company appears to be running on pure incompetence. They processed a check to return to my original custodian and my retirement funds are somewhere out there in the world. The original custodian has not received it. Worse is that they have informed me that they are not authorized to deposit the funds whenever they do receive the check and will return to Inspira. These now *** funds are not able to be rolled into a 401K per law, as I had intended. The only option I really have is receiving the funds personally, causing a taxable event along with penalties just so I can put my money back into a retirement vehicle. Hold on, there's more. As I intended to get a hold of anyone with a pulse, I requested someone from the sales team to contact me as I posed as a potential new client. It still took them around 2-3 weeks to call me! I'm thoroughly convinced that the overseas virtual assistants that they have are the only full time staff.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 03/13/2025

  Hi *****,
  

  One of our managers attempted to contact you. The check that was returned to your previous custodian was the original check initiated and sent to us by them. Your previous custodian should be able to void and/or perform a stop payment on the check and return funds into your original account. We would be happy to work with you and your previous custodian further to resolve this issue. Please contact us directly at your earliest convenience. We can also schedule a date and time for a call if that would work best for your calendar.
  

  Sincerely,
  Inspira Financial 

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 22929744
  
  I am rejecting this response because: I was conversing with someone via email and she asked to call me. I agreed with the caveat that it would likely not resolve the issues. Regarding the check being returned to the original custodian, it would have been proper to notify me directly and not through the BBB complaint resolution process. My complaints on your company's inability to communicate wholeheartedly stands. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:02/11/2025

  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.

  I have a ** **************** ******************** where ******************** was given my funds as custodial. I received a letter showing me their monthly charge of services and annual fee charge, however I cannot access anyone via phone and the online portal will gladly take your personal information; including social security number and then the site locks up EVERYTIME! The amount I have is approx $2,000 and I am very concerned this is a sham/scam! After readying all of the similar complaints, I am hoping the BBB can help all of us collectively get answers from Inspira Financial and get an Attorney General to look into this company and what they are doing with everyone's IRAs. The service is so poor, I am more genuinely concerned that this is not valid and they are stealing peoples identity.

  

  Business Response

  Date: 02/26/2025

  Hi *****,
  

  Were sorry to hear you are having difficulties completing our online process to take control of your account. We would be happy to assist you in accessing your account online. One of our client service representatives attempted to contact you. Please contact us directly at your earliest convenience. We can also schedule a date and time for a call with you if that would work best for your calendar.
  

  Sincerely,
  Inspira Financial

• Initial Complaint

  Date:02/11/2025

  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.

  My 401K rolled over to Inspira Financial in May of 2024 and I never received a welcome packet or any acknowledgement about my money. I cannot claim my account through the website because it constantly says there was an error and to call the company. If you call the company you get a recording telling you how busy they are. The shortest wait time has been 30 minutes! If you stay on the line to wait, they NEVER answer. I left my phone on for an hour and ten minutes the other day and they never answered. At this point, I just want access to my money so I can give it to another financial company that will talk to it's customers.

  

  Business Response

  Date: 02/25/2025

  Hi ********,
  

  Were glad we were able to connect with you and discuss your account. We apologize for the wait times you experienced when you tried to contact us. We are in the middle of our busy season and are experiencing higher-than-normal call volume. As we discussed with you on the phone, our records indicate you completed the process to take control of your account in September 2024. Please contact our client service manager directly if you have any questions regarding the statement or online access instructions we provided to you. Once you choose what you want to do with your account, we would be happy to assist you in submitting the necessary direction paperwork.
  

  Sincerely,
  Inspira Financial

• Initial Complaint

  Date:02/10/2025

  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 told I would receive a check on Monday 2/03/2025 but no check and on the phone for more than 2 hours on ******* body will answer.

  

  Business Response

  Date: 02/24/2025

  Hi *******,
  

  Were glad we were able to reunite you with your retirement funds. We apologize for the wait times you experienced when you tried to contact us. We are in the middle of our busy season and are receiving higher than normal call volume. When your distribution was being processed on February 3, we noticed that an annual fee was charged before we were able to complete the transaction. Your distribution was paused so that we could waive the fee and return those funds to your account. Your distribution was then processed and a check representing your funds was issued on February 7. Our records indicate this check cleared on February 14. Please contact us directly if you have any questions or if we can provide further assistance.
  

  Sincerely,
  Inspira Financial 

• Initial Complaint

  Date:02/07/2025

  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.

  Capital transferred an *** I held with them to Inspira Financial in January 2025. I received a statement from Inspira about the account with $45 monthly in fees for January.On February 7, 2025, I transferred the funds closing the account, discovering a February monthly fee was deducted and a $25 transfer fee was required.Inspira financial took 49% of the value of the account in less than 6 weeks.Although legal, the practice is criminal.

  

  Business Response

  Date: 02/21/2025

  Hi ********,
  

  Were glad we were able to connect with you and reunite you with your retirement funds. When *********** resigned and appointed our company as the successor custodian of your funds in June 2022, *********** sent you a communication including an explanation of the resign and appoint process as well as details regarding the fee schedule that would be applicable to your new account. This communication also indicated that you had the option to transfer your *** to another custodian or distribute your funds if you did not wish to transfer to our company. In addition, as a courtesy we also delayed the first years annual and statement fees for six months after account creation to give newly transferred accountholders an opportunity to claim and transfer out their funds without charge.
  

  Thank you for taking the time to connect with us and discuss your account. We received your distribution paperwork on February 7, and an ACH representing your funds was processed that same day. Please contact us directly if we can provide any further assistance.
  

  Sincerely,
  Inspira Financial

• Initial Complaint

  Date:02/07/2025

  Type:Customer Service 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.

  When I left my previous job my 401k balance rolled over to an *** with a company called Inspira. They have taken money from my account for their fees. I want to withdraw the money, or roll it over into my current 401k at my new job. Their website doesn't work so I cannot log in and access my account online. When I call their customer service number, I get a recording that says my wait time is estimated to be in excess of 60 minutes. I've tried calling at different times of the day, and always get the same ************ emails do not get answered. I feel like they are holding my money, and I have no way to get it. Therefore, I believe the company is disreputable.

  

  Business Response

  Date: 02/20/2025

  Hi April,
  

  Were glad we were able to reunite you with your retirement funds. We apologize for the lengthy wait times you experienced when you attempted to contact us. We are in the middle of our busy season and are receiving higher than normal call volumes.
  

  Thank you for taking the time to connect with us on February 7 to discuss your account. We received your distribution request paperwork which was immediately processed and a check representing your funds was issued later that day. Our records indicate the check cleared on February 11. Please contact us directly if we can provide any additional assistance.
  

  Sincerely,
  Inspira Financial

  Customer Answer

  Date: 02/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******