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

• 

  Inspira Financial

  Omaha, NE 68164

• 

  Millennium Trust Company

  PO Box 940287 Plano, TX 75094-0287

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:03/18/2024

  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.

  I work for a job who sent my 401(k) to this company because I no longer work there. This company called me to make me aware that they had my 401(k) account and I had the option to either request my money on my own or roll it over to another 401(k). I requested the money myself because I did not have another 401(k) to put it in. They told me that they would be sending me out a debit card I did not receive the debit card in the 5 to 10 business days I call back after multiple attempts. I finally got someone who told me I have to speak to another company named northland. I spoke to that company who told me they dont know what happened to why the card was not shipped out but then they will send me out a paper check. *** said OK waiting for the card and then they sent me out the paper check and then waiting another set of 10 business days for that paper check. Theyre now telling me I have to wait more days for this check every time I call they just keep telling me how I have to wait i have to wait here I have to wait and I just dont see my money ever coming

  

  Business Response

  Date: 11/20/2024

  Hi Shawdae,

  Inspira Financial is in receipt of your complaint submitted to the Better Business Bureau. Were glad we were able to reunite you with your retirement funds. Were sorry to hear about the issues you experienced when interacting with our prepaid card vendor earlier in the year. We believe you issue has been fully resolved. Please contact us directly if you have any further questions. We would be happy to assist you in connecting with the vendor if further assistance is needed.

  Sincerely,

  Inspira Financial

• Initial Complaint

  Date:03/18/2024

  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.

  A 401K of mine got auto-rolled to Millennium Trust, which then apparently became Inspira Financial. Weeks ago, I began the process of creating an online log-in with Inspira Financial -- and was blocked. Their website said something like "There is a problem. Contact us." This was troubling. But life was busy, and I didnt circle back until... Today (3/18/24) I tried again to log-in. This time the Inspira site let me in. When it came time to verify my phone, Inspira's system simultaneously sent me 2 texts, each with a distinct Verification Code. This happened every time. No matter which number I entered, their system deemed it invalid, ultimately locking me out: 'You have reached the limit of attempts to verify your identity. Contact Us.' I called and spoke with ********, who started telling me I was going to need to print, fill out, and fax a form. I asked if he couldn't just reset my log-in, so I could access my accounts directly, explaining that all I wanted to do was transfer my money out of Inspira. His answer was unclear. I spoke to his supervisor (**********************) who emailed a link with which she said I could again try to log-in. The limit of attempts message still blocked the way. She said it would reset automatically in 1 hour. I waited 2 hours and still was blocked. Called again (very long holds) and spoke with ********, who couldnt help me log-in but said, in any case, I needed to fill out an IRA **** to claim my Inspira account before anything could happen (the first I had heard of this, and nothing I recall doing for other companies). She emailed a DocuSign PDF, which I completed and returned. She then said it would take ~10 days for them to process before any transfer could happen. At each step, it felt like Inspira had essentially stolen my money keeping me from being able to see, much less access, my account. Given all this, it seems fair to ask for a refund of the $35 maintenance fee they charged me on each (2) account.

  

  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 take control of your account online earlier in the year. At Inspira Financial we take account security seriously, which is why we require individuals to verify their identity before they can access funds in an account. However, at the time we were experiencing technical difficulties which resulted in a client experience below our satisfaction. Were happy that you were able to complete the process and have your funds transferred in April as directed. Please contact us directly if we can be of any further assistance. 

  Sincerely,

  Inspira Financial  

• Initial Complaint

  Date:03/10/2024

  Type:Order 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.

  Inspira Financial, formerly Payflex.com is refusing to pay medical debts I submitted last year because of needed proof of medical purchase (eyeglasses), despite purchasing eyeglasses via eye exam obtained by an optometrist via an approved location America Best and my eye insurance -EyeMed. The money (which came from my paycheck) is being held by Inspira and my ability to access those funds expires March 15, 2024. Today is March 9. 2024. Funds over $600 from 2023 contribution has been held back and funds from 2022 have also been held back, roughly $400. This is $1000 that Inspira (former Payflex) has taken from me over the past two years that I cannot get back. I did not renew with them. I would like my remaining funds to payout the debts I submitted or returned to me.

  

  Business Response

  Date: 11/20/2024

  Hi *******,

  Inspira Financial is in receipt of the complaint you submitted to Better Business Bureau on 03/10/2024. We understand your complaint concerns substantiating debit card transactions with your Flexible Spending Account (FSA).

  Weve recently encountered some system issues that prevented us from addressing your concerns sooner. Wed like to extend our most sincere apologies for that, and for the experience that led to your complaint. That is certainly not the level of service we aim to deliver for our accountholders, and we will be sure to address matters in a more timely manner moving forward.

  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 *********. - ******************************************

   

  In review of your account, we see there were 4 transactions totaling $1,873.37 that were requiring substantiation throughout the year. However, these purchases were reported as taxable income on 08/20/2024.

   

  This cleared the card purchases on our end, and the amount should be added to your taxable income reported on your W2. As a result, you now have no further transactions needing substantiating with Inspira.

   

  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 accountholders or cause them unnecessary hardship.

   

  Thank you for bringing your concerns to our attention and allowing us the opportunity to assist you. If you have any further questions or concerns, please dont hesitate in bringing them to our attention.

   

  Sincerely,

  Inspira Financial Trust  

  Customer Answer

  Date: 11/21/2024

   
  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,
  
  ******* ********

  PS-  to all consumers- FSAs require additional verification that may hinder you from properly paying your health providers. Please be careful before extending an allotment of your income with the expectation that those funds will be available to you during needed care.

• Initial Complaint

  Date:03/07/2024

  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 money was rolled over to Millineum Trust now Inpsira. I have tried to access the account online from statements I received. The site works poorly and tells me it can not complete its own verification process. I called for help and get the run around. A company that sent me paperwork wants to send more paperwork for me to prove I am who I say. So I cannot access the account and they refuse to provide my account number so I can review account and have my financial planner move the money. And they are charing fees I did not authorize and want back. They also have mailed the statements to an address out of state. Terrible customer service with a cumbersome process to access my own money.

  

  Business Response

  Date: 03/21/2024

  Were glad you were able to complete the process to take control of your account. We take account security seriously, which is why we sometimes require an individual provide additional supporting documentation to verify their identity before they can take control of and access funds in their account. We received your paperwork and processed your request to take control of your account on Monday. One of our client service representatives attempted to contact you. Please contact us directly if you have any questions regarding accessing your account online or if we can be of any further assistance.

• Initial Complaint

  Date:03/06/2024

  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 daughters and myself had to have dental work done. We had our initial appointment and was told what work had to be done and I prepaid for it. Our appointments were made and we came and got the work done. I paid using my fsa card, I have submitted the receipts from the dentist and the EOBs yet fsa keeps denying and saying only $57 was what I was supposed to pay. That $57 was only one part of the procedures, my EOBs match the receipts if they would just take the time to look at them all. This is causing me issues as my daughter needs more work and they have restricted my card

  

  Business Response

  Date: 11/20/2024

  Hi Rosetta,

  Inspira Financial is in receipt of the complaint you submitted to Better Business Bureau on 03/06/2024. We understand your complaint concerns substantiating a debit card transaction with your Flexible Spending Account (FSA).

  Weve recently encountered some system issues that prevented us from addressing your concern sooner. Wed like to extend our most sincere apologies for that, and for the experience that led to your complaint. That is certainly not the level of service we aim to deliver for our accountholders, and we will be sure to address matters in a more timely manner moving forward.

  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 was a 08/09/2023 purchase for $275.00. You first submitted two EOBs, one with the patient responsibility of $231.60, and the other with a patient responsibility of $53.00.

  The $53.00 EOB was processed correctly, which is why your account reflected that as the approved amount. However, claim processing errors occurred on our end when processing the $231.60 service, and it was processed as a claim for reimbursement instead.

  This mistake caused the $231.60 to be applied to other outstanding amounts on your account at the time instead of paying out to you. Afterwards, once you had submitted documents for the other outstanding services, a $9.60 reimbursement was issued to you on 04/11/2024.

  Weve now gone in and corrected this error, and your account now has no further outstanding services in need of documentation.

  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 accountholders or cause them unnecessary hardship.

  Thank you for bringing your concerns to our attention and allowing us the opportunity to assist you. If you have any further questions or concerns, please dont hesitate in bringing them to our attention.

  Sincerely,

  Inspira Financial Trust     

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 21392436
  
  I am rejecting this response because:
  This inconvenienced me beyond what you can imagine, because they would not correct the mistake in a timely fashion I was not able to use my funds for a service my daughter needed. And although I had payed into the account I left that job so by the time you corrected the issue it was too late for me to do what I needed to do! Now I have to wait until the new year for my child to have her work done because my new job payfkex account dont take effect until the first. This was a health issue that had to be delayed because no one would listen to the consumer when they were trying to work with the company. It is unacceptable for these businesses to not do their jobs to the fullest and assist their customers in a timely and efficient manner. I am highly upset, because there was absolutely no reason for this. I submitted all the paperwork correctly yet because of a mistake on their end my child was the one to suffer.
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/01/2024

  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.

  The company issues debit cards to its clients to pay for health expenses, which money is pulled from my payroll into an account held by the company to use for the debit card. I have called now 5 times to get my debit card sent to me, each time stating they apologize and will send a card right away. This has been going on since June 2023, and still have not received a card. The last call the agent (******** #N942657)stated the card had been activated, but refused to tell me when. This is the first time hearing this out of my five calls, and now there may be fraud involved. ******** couldnt have cared less. ******** stated they are expediting delivery of the next card, refused to send me an email with the details, refused to transfer me to a manager (said there are none in the office) but someone would call back the same day, yet not surprising, nothing again. This company continuosly lies to its clients and holds clients money (probably earning a nice interest) until they likely complain publicly to get a resolution I am just asking for delivery of my debit card and for them to figure out the fraud of someone activating the card (which was not delivered to me)

  

  Business Response

  Date: 11/20/2024

  Hi *****,

  Inspira Financial is in receipt of the complaint you submitted to Better Business Bureau on 03/01/2024. We understand your complaint concerned obtaining your obtaining the debit card to use the funds within your ************** Account (HSA).

  Weve recently encountered some system issues that prevented us from addressing your concerns sooner. Wed like to extend our most sincere apologies for that, and for the experience that led to your complaint. That is certainly not the level of service we aim to deliver for our accountholders, and we will be sure to address matters in a more timely manner moving forward.

  We wanted to formally thank you for taking our call and sharing your feedback. It has been noted and relayed to the proper parties as requested during our call.

  We appreciate your time and efforts, and please dont hesitate to reach out with any further questions or concerns.  

• Initial Complaint

  Date:02/29/2024

  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.

  Our ************** Account manager through my employer ************** was previously Payflex has been changed to Inspira Financial. Inspira requested us to set up an account through them. I contacted them Tuesday, Feb. 20 to set up the account and was unable to set it up because it would not accept my user name and a new password. At that time I also requested a hard copy of my 2023 1099-SSA for tax purposes and was told those were being sent in the mail eventually, but they would put one in the mail for me that day.I contacted Inspira on Thursday Feb. 29 to try again set up a user name and password again, and to verify that they had sent the 1099-SSA form I requested the previous week. I was able to get in the account after resetting my password and did confirm that the user name I was using from Payflex was still accurate and applicable for use. However, when I attempted to log in again, the system would not accept my user name and password (which I have written down right here on a piece of paper in front of me and can see that I am inputting correctly). The customer service at ******************** said their system does not work well and that they get alot of complaints from people not being able to log in when they need to. So I am still unable to access my account. I also found out based on the notes in their system that the customer service representative I spoke to on Feb. 20 never sent the 1099-SSA form that I requested last week.Lastly, I was told by customer service that I could call between the hours of 8:00 AM to 7:00 PM EST and someone would be available to assist me. However, when I call back after 5:00 PM EST I get a pre-recorded message that states that I can receive a call back the next working day between 9:00 AM and 12:00 PM. Apparently no one is available after 5:00 PM even though they said they would be.

  

  Business Response

  Date: 11/20/2024

  Hi ********,

  Inspira Financial is in receipt of the complaint you submitted to Better Business Bureau on 03/21/2024. We understand your complaint concerns logging into our website and obtaining your 1099-SA from your ************** Account (HSA).

  Weve recently encountered some system issues that prevented us from addressing your concerns sooner. Wed like to extend our most sincere apologies for that, and for the experience that led to your complaint. That is certainly not the level of service we aim to deliver for our accountholders, and we will be sure to address matters in a more timely manner moving forward.

  We wanted to formally thank you for taking our call and allowing us to confirm your issues have now been resolved. We have taken further action internally to ensure experiences similar to yours are reduced as much as possible.

  We appreciate your time and efforts, and please dont hesitate to contact our Executive Response Team directly if you have any further issues.

  Sincerely,

  Inspira Financial 

• Initial Complaint

  Date:02/29/2024

  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 HSA account was opened with ******* on 1/1/2017 through my employer. It was closed/switched to another HSA provider on 9/2017. Payflex now Inspira has my contributions from Jan to Sept of 2017. They suddenly started deducting a $5 monthly fee from my account from Feb 2022 and are continuously doing so every month without any notification. I was with same employer till 6/1/2023. Once I left my employer, I consolidated my HSA accounts and found *******'s contact information on my 2017 W2. I contacted them and found about this fee. They did not have my phone number or email. I had no card from them, no mail, no online account to see what was happening. I had contacted them in 2017 and 2020 and they had said that there is no fees. In Jan 2024 once I called them, I found that they have been charging me monthly fees for last 2 years. I ask my fees to be refunded as there was no notification and I was still with my employer. They refused stating that I am no longer with that employer and asked me to call my former employer. I called my former employer, and they said Payflex should refund my fees. After multiple calls, ******* refunded back 1 year's fees stating this is their **** policy. In the meantime they continuously charged me fees every month. I asked this to be escalated and issue went from supervisor to manager and each person tells me 1 year refund is ***. It appears they are doing me a favor. I informed them that I was still employed with my employer, to check facts before making assumptions. If they don't have a **** amount they can deduct, how can they have a **** amount they will refund? The money has been deducted incorrectly. It needs to be refunded. Plus I need to be compensated for having to call almost every day and explaining the same things over and over again. I called again on 2/29 after waiting 1 week when last manager said they will contact my former employer to check my last date and found that no one did that for the whole week. Please resolve

  

  Business Response

  Date: 11/20/2024

  Hi Rakhi,

  Inspira Financial is in receipt of the complaint you submitted to Better Business Bureau on 02/29/2024. We understand your complaint concerns the fees associated with your ************** Account (HSA) with us.

  Weve recently encountered some system issues that prevented us from addressing your concerns sooner. Wed like to extend our most sincere apologies for that, and for the experience that led to your complaint. That is certainly not the level of service we aim to deliver for our accountholders, and we will be sure to address matters in a more timely manner moving forward.

  Wed like to extend another apology for the lack of communication and explanation surrounding the fees from our specialists when you called in. The correspondence that communicated the fees was sent from the plan sponsor instead of Inspira. We are unsure why it may not have reached you in that time, but that correspondence explained that your employer had elected a new administrator for the **** of their employees.

   

  That decision meant all accounts that remained with Inspira and didnt transfer over would remain open but would incur a $5.00 monthly maintenance fee. Since you werent aware of this, we were able to reverse a portion of the fees as a courtesy, but policy prevented us from reversing more for you.

   

  This much should have been explained to you the various times that you called in, but it seems you were misinformed. We hope that you accept our deepest apologies for that, and we will be sure to address it internally.

   

  Weve also emailed this explanation to you if youd like to continue communicating that way.

   

  Thank you for your time and allowing us to provide clarification around the events that led to your BBB Complaint.

   

  Please dont hesitate to reach out with any further questions or concerns.  

• Initial Complaint

  Date:02/29/2024

  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.

  After leaving my last job, my 401k is rollover to this company without any notices. I have to call Vanguard to find out where my money has been transferred. I tried to claim the account and was noticed that there will be a $25 closing fee for an account I never consented to. The fee would be deducted automatically once I relocate the fund. The fee problem isnt as big as the fact that I was never informed about my funds. Moreover, customers are basically forced to either stay with Millennium Trust Company, or to pay a fee that they were never aware of. In order to claim my money, I have to agreed to their terms and conditions because that is literally the only option.

  

  Business Response

  Date: 03/15/2024

  We provide automatic rollover solutions to retirement plan providers with missing or non-responsive participants. We pride ourselves in our ability to locate those individuals and reunite them with their retirement funds. Pursuant to the terms of the retirement plan of your former employer, your former employer directed the rollover of your funds in May 2023 and directed us to establish an *** on your behalf. As part of this process, you should have received prior notice from your previous employer giving you an opportunity to transfer or distribute your funds if you did not wish to have an account established with us. You also should have received an initial welcome letter from us when your account was created which would have included details regarding your account, the services we provide, the associated fees, and your investment options.

  
  Were glad you were able to take control of your account online. One of our client service representatives attempted to contact you to discuss the transfer instructions we sent to you. Please contact us directly if you have any questions regarding the process. Once we receive the transfer paperwork from your chosen successor custodian, we will expedite your request. 

• Initial Complaint

  Date:02/28/2024

  Type:Service or Repair 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.

  My health insurance plan started on January 1st of 2024. Today is not Feb 28th of 2024. I still have no received my HSA debit card. They claim the card they sent me was returned to them as deliverable. I told them the post office is not delivering my mail correctly, and that they need to send it out by a private carrier such as *** or ****** They have repeated stated that they will send the card by a private carrier, but have deliberately neglected to do so. Each time I call into them, the representative claims to have no knowledge of any correspondence I have had with previous representatives. This is beyond gross incompetence.

  Customer Answer

  Date: 03/04/2024

  They finally sent my card by a private carrier, but it took me calling in 5 times to get this done...