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

  
• 

  Inspira Financial

  Omaha, NE 68164

• 

  Millennium Trust Company

  PO Box 940287 Plano, TX 75094-0287

• 

  Millennium Trust Company

  8 Penn Ctr West Suite 101 Pittsburgh, PA 15276

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:04/08/2024

  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 was rolled over without my knowledge when I left a job/employer by ADP. They sent it to Millennium Trust who became Inspira Financial. I have been provided no way to contact them, they did not send me any tax information. They have over $4k of my investment money that I did not give them. Their phone number listed on ****** goes to an automated sales pitch for some unrelated life alert bracelet for old people. There is no direct email to them. Where is my money? I need to get my money out of this fake 401k.

  

  Business Response

  Date: 11/20/2024

  Hi *******,

  Inspira Financial is in receipt of your complaint submitted to the Better Business Bureau. Were glad we were able to connect with you and reunite you with your retirement funds. Inspira Financial (formerly Millennium Trust) provides automatic rollover *** solutions to retirement plan providers with missing or non-responsive participants. Your previous employer directed the establishment of your accounts in May 2023, and you should have received communications from them prior to the transfer informing you of the upcoming rollover and providing you with an opportunity to transfer to another company if you did not want your funds to come to Inspira. Additionally, you should have received welcome communications from us once your account was established that detailed your options, the services we provide, and instructions for how to get started. Were happy we were able to connect with you in April and assist you in getting your funds distributed. Please contact us directly if we can be of any further assistance.

  Sincerely,

  Inspira Financial

• Initial Complaint

  Date:04/05/2024

  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 account was transferred to Inspira from millenium trust and I can't access my acount. I have tried everything to access my account. I used my old log in and got as far as getting the security code. Then it says it was unable to locate my log in. I tried filling out the form to explain my problem and it wouldnt let me submit and now I cant log in at all. Im trying to find my money that was an original rollover from a previous employer.

  

  Business Response

  Date: 04/19/2024

  Wed be happy to help you access your account online. One of our client service managers attempted to contact you. Please reach out to us at your earliest convenience. If you would prefer, we can also set up a scheduled time to connect with you.

• Initial Complaint

  Date:04/01/2024

  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 took over operations of payflex and their website does not recognize your information as a payflex customer. They have my money tied up in their account however i cant get help online when i need it and cannot log into my account. When you call the customer service phone number you get an option to get a callback in ***** hours. This is highly unacceptable for a financial institution holding peoples money to have NO option for immediate help!

  

  Business Response

  Date: 11/20/2024

  Hi *******,

  Inspira Financial has received the complaint you submitted to the Better Business Bureau. We understand your complaint is regarding not being able to access your online account, along with your experience when contacting customer service. Thank you for bringing your concerns to our attention and giving us an opportunity to assist you.

  We extend our sincerest apologizes for the experience youve brought to our attention. We understand how frustrating it can be when it takes additional time to speak to a support specialist. That is certainly not the type of service we want our members to have.

  In review of your account, we see that your online account was successfully accessed during an interaction with our call center on 5/8/2024.

  If you have any other issues with your online account, you can reach us by calling 844-PAYFLEX ***************) (TTY: 711). Our agents are here to help Monday Friday, 7AM 7PM (CT) and Saturday, 9AM - 2PM (CT). You can also reach us using our CHAT or EMAIL feature when you log into your Inspira Website. Click on Help & Support and then Contact us to utilize these features.

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

  Sincerely,

  Inspira Financial Trust

• Initial Complaint

  Date:03/28/2024

  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 used my what was payflex card for a medical appointment. They denied the claim and would not release my debit card hold. They required documents to show that the purchase was eligible. I gave them all the documents they asked for. Even a medical necessity form! A receipt. A personal letter from the doctor!! Still not good enough. Finally 6 months later they want to call the doctors office that I had the appointment, which is fine!! But why wasnt that done to begin with! Now I have to wait yet another 3-5 business days for a so called resolution. Not right!! Im a type 2 diabetic and need my medicine which I pay with my pay flex card!!! Never again and I am reporting this to my employer and hopefully they will switch companies all together! They have failed and they are stealing money!!! Awful customer service!! Never any follow through! Worst company Ive ever delt with!!

  

  Business Response

  Date: 11/20/2024

  Hi *******,

  Inspira Financial is in receipt of the complaint submitted to the Better Business Bureau. Thank you for bringing this to our attention, and we are sorry that you experienced this issue with your Flexible Spending Account (FSA).

  We apologize that it has taken additional time to provide a response here. We see that our Executive Response Team worked closely with you in April regarding this issue. At that time, we reviewed the past interactions you had with our support specialists and partially approved a transaction with the information provided to us.

  Your debit card is active and is available with your 2024 balance. We are not currently requesting documentation for debit card transactions.

  If you have any issues with your account, please dont hesitate to reach out to us if you have any questions or concerns in the future.

  Sincerely,

  Inspira Financial Trust

• Initial Complaint

  Date:03/28/2024

  Type:Sales and Advertising 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.

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/27/2024

  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.

   
  Complaint: 21493247
  
  I am rejecting this response because:
  It took 8 months to get a reply from your company through the BBB and countless phone calls and messages back and forth on your website and with agents who said everything was fine,then wasn't. I DID submit documentation with all of those requested items listed in your BBB response along with medical necessity for procedures your company has covered in the past with zero hesitation. Don't patronize someone who has the wherewithal to know what is expected to make yourselves look better to the BBB. You waited until the end of March spending deadline to send me notice that you were not going to cover expenses, despite the visit being in Nov or Dec, assuming I was not going to fight ***** issue is that had I not known my rights and been persistent, I would have been out money. I'm a rare disease patient educator- I help other patients. I should not need to constantly be on my guard against predatory companies trying to take advantage of rare disease patients and those who don't know better. When you know better, you do better. Take this as a learning opportunity instead of victim blaming. Own your mistake.
  Sincerely,
  
  ***** ******we documentation. Since PayFlex was bought out by Inspira it has been nothing but issues like this. I sent the procedure list and a receipt-like always.Today's customer service representative told me the last day I had to submit claims for 2023 was the last day of 2023 when, in fact, I know it is March 31. She told me it is too late to submit documentation and that I am out the money. They had months to ask for documentation and did not. I used this dr frequently with Payflex and had zero issues submitting identical documentation. In fact, I have used them more than one time to max out the card and pay cash for the rest of my visit. When I go to submit documentation I am told if this claim were approved, I would go over my flex spending amount for last year. However, this is the last of the amount that is part of what I already took into consideration and checked before I went to pay. No one uses the exact amount down to the ***** unless making a payment like this.

  

  Business Response

  Date: 11/20/2024

  Hi *****,

  Inspira Financial is in receipt of the complaint you submitted to Better Business Bureau. We understand your complaint concerns your debit card status for utilizing funds in your Flexible Spending Account (FSA). Thank you for bringing your concerns to our attention and allowing us the opportunity to assist you.

  We understand how frustrating it can be when more action is needed for qualified card purchases or to claim reimbursement, and it certainly isnt our intention to inconvenience our members or cause them unnecessary hardship.

  In review of your account, we show the $86.71 transaction we requested documentation for has been fully substantiated and resolved earlier this year. Your debit card is active, and there are no current requests for documentation to substantiate debit card transactions.

  Wed like to provide clarity around why we request documentation and how that affects the debit card.

  Though these are your funds to use for health expenses, it is our responsibility to process claims in compliance with *** regulations and your employers program guidelines. Failure to adhere to these guidelines could potentially place you, the plan sponsor, and Inspira Financial, the plan sponsor at risk of facing tax liabilities.

   

  Therefore, we are required to verify every reimbursement is eligible before we approve the claim. It isnt an indication that we are doubting the funds are being used correctly. We do this by requesting our members to submit an itemized receipt or Explanation of Benefits (EOB) from their insurance company. Whichever document a member chooses, it must contain the 5 items listed below:

   

  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

   

  If any of these five items cant be confirmed, we may not be able to confirm the expense is eligible. As an example, we may be able to confirm a purchase was made to a qualified provider (criterion 4), but the date of the service (1) and what was rendered (3) could impact eligibility. If the services occurred outside of its plan year, or if the services were for a cosmetic expense, it may deem it ineligible under the FSA.

  If we are unable to verify a debit card transaction electronically, you will receive a letter requesting documentation and there will be a 28 day period to submit the documents into us. If this period passes and the expenses are still outstanding, we will send a second request email and another 28 day period will be provided to substantiate them. If no documentation is submitted after this period, then the card will be at risk of suspension.

   

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

   

  We hope this information has been helpful and weve provided you with a better understanding of what occurred with your account. We would like to apologize for any inconveniences this may have caused you.

   

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

  Sincerely,

  Inspira Financial Trust  

• Initial Complaint

  Date:03/27/2024

  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.

  Millenium Trust, or Inspira, came to my attention for the first time when I saw their charge on my credit card! They charged $155. I don't know how they obtained my credit card number and were able to charge it. Their website states that they are a trustworthy retirement planning and wealth management company. It sounds fishy, and they have good computer hackers on their staff. I am getting a new credit card number since they hacked into it.

  

  Business Response

  Date: 04/10/2024

  Were glad we were able to connect with you and resolve your issue. Your investment sponsor has a relationship with us where we provide *** services for their investors. When you decided to invest with them, you were also given the opportunity to open an account with us to hold the investment. The fee you referenced is the annual account fee which was communicated in the fee schedule presented to you when you opened your account. As we discussed, the previous years fees were paid by your investment sponsor on your behalf based on your investment and agreement with them. Please contact us directly if you have any further questions or if we can provide other assistance.

• Initial Complaint

  Date:03/26/2024

  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.

  Inspira took over as the administrator of the TexFlex flexible spending account (FSA) program last year when it acquired PayFlex. Inspira began making frivolous audits of FSA expenses paid with debit cards. I have a large family with many qualifying expenses and Inspira's computer system triggered my account for such an audit. The expenses in question are coded by the merchant as clearly stating that they are for "eye care" and "vision" and "glasses" but Inspira chose to question the expenses despite the obvious nature of them. Inspira's customer service representative misrepresented the audit as being required by the *** when it is in fact Inspira's choice and theirs alone. Inspira and their representative caused me physical and emotional distress due to my preexisting medical conditions. I wish for Inspira to do their job of having a human review the expenses, drop the audit, and to stop making offensive and hurtful communications as if I have done something wrong or as if the *** is driving their actions.

  

  Business Response

  Date: 11/20/2024

  Hi *****,

  Inspira Financial is in receipt of the complaint you submitted to Better Business Bureau. We understand your complaint concerns your debit card status for utilizing funds in your Flexible Spending Account (FSA). Thank you for bringing your concerns to our attention and allowing us the opportunity to assist you.

  We understand how frustrating it can be when more action is needed for qualified card purchases or to claim reimbursement, and it certainly isnt our intention to inconvenience our members or cause them unnecessary hardship.

  In review of your account, there are 5 debit card transactions that we have requested documentation for. $33.00 from 11/18/2023, $709.50 from $11/18/2023, $794.00 from 12/01/2023, $264.75 from 12/19/2023, and $163.75 from 12/29/2023.

  Though these are your funds to use for health expenses, it is our responsibility to process claims in compliance with *** regulations and your employers program guidelines. Failure to adhere to these guidelines could potentially place you, the plan sponsor, and Inspira Financial, the plan sponsor at risk of facing tax liabilities.

  Therefore, we are required to verify every reimbursement is eligible before we approve the claim. It isnt an indication that we are doubting the funds are being used correctly. We do this by requesting our members to submit an itemized receipt or Explanation of Benefits (EOB) from their insurance company. Whichever document a member chooses, it must contain the 5 items listed below:

   

  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

   

  If any of these five items cant be confirmed, we may not be able to confirm the expense is eligible. As an example, we may be able to confirm a purchase was made to a qualified provider (criterion 4), but the date of the service (1) and what was rendered (3) could impact eligibility. If the services occurred outside of its plan year, or if the services were for a cosmetic expense, it may deem it ineligible under the FSA.

  You have the option to submit documentation on ************************** under Verify Card Purchases and will be processed within 3-5 business days. If these transactions are not verified and you have another *** under this plan, the debit card would continue to be impacted.

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

   

  We hope this information has been helpful and weve provided you with a better understanding of what occurred with your account. We would like to apologize for any inconveniences this may have caused you.

   

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

  Sincerely,

  Inspira Financial Trust 

• Initial Complaint

  Date:03/25/2024

  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.

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  *****************************hat Inspira Financial has changed their rules without giving any warnings. I have called at least 4 times to resolve this issue but still they are saying I have to pay this money back or they will suspend my card. I have contacted Hellowisp to see if they could give me a different receipt with all the information on there and they did. FSA said they needed the receipt to have the actual words that say Date of Service on it and so Hellowisp fixed that for me but FSA still wont accept this receipt. I do not understand why now they will not accept it when I have sent in this same type of receipt in the past. Please help me with this issue if possible.

• Initial Complaint

  Date:03/25/2024

  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.

   
  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. However, the business should still be told to ensure their online platforms work as they are the only way clients can access their account. 
  
  Sincerely,
  
  **** ********and I still cannot access my account. I want to actually roll my money out of Inspira to my own Fidelity **** but I obviously cannot do anything if I cannot even access my account. It is impossible and ridiculous that a financial institution that's supposed to take care of people's retirement savings is allowed to have such a shockingly shoddy operation. Today, in addition to filing this complaint, I have also sent another message to Inspira informing them that I am making a complaint and that I want to get my money out of their hands ASAP. I don't even know the exact amount of money they have, but it's over $1000. I would include a screen recording of the attempted login experience but I cannot attach such a file to this form. However, I can provide one on request.

  

  Business Response

  Date: 11/20/2024

  Hi ****,

  Inspira Financial is in receipt of your complaint submitted to the Better Business Bureau. Were glad we were able to connect with you and reunite you with your retirement funds. We apologize for the online issues you encountered when you attempted to log in to your account online earlier in the year. At the time we were experiencing technical difficulties which resulted in a client experience below our satisfaction. Were happy that we were able to assist you and have your funds transferred in May as directed. Please contact us directly if we can be of any further assistance. 

  Sincerely,

  Inspira Financial