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:06/07/2025

  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.

  I have submitted extensive documentation to support that my purchases were eligible under HSA/FSA guidelines. Despite this, my claims continue to be denied without valid ***************** such purchase was for protein powder, accompanied by a doctors letter verifying it was prescribedyet this claim was denied. I then submitted a claim for prescription glasses, and the documentation clearly indicated they were prescription. Still, the claim was ********* an effort to resolve the issue, I contacted Oakley directly. They confirmed that the prescription was evident in the documents I submitted and provided the final set of paperwork used to manufacture the glasses. I was told by Inspira that I would receive reimbursement within 13 business days. It has now been 13 business days, and I have yet to receive anything. Upon checking the claim status, it now shows denied due to documentationagain.This process has been exhausting and deeply frustrating. Inspiras customer service has been unresponsive and unhelpful. Emails are seemingly read by the entire call center, yet no one references previous correspondence. The live chat is consistently unavailable, regardless of the time of ****** extremely disappointed with Inspira and regret ever using their services. It is clear Im not alonemany others are reporting similar issues. At this point, its hard not to view their practices as deceptive. I sincerely hope that oversight organizations take notice and reassess their accreditation. No one should have to fight this hard to access benefits they are rightfully entitled to.

  

  Business Response

  Date: 06/17/2025

  Hi ******,
  

  Inspira Financial is in receipt of the complaint submitted to the Better Business Bureau.We understand your concerns regarding denied claims. We appreciate you bringing this to our attention and allowing us the opportunity to assist you.
  

  In review of your account, we see two recent claims that have been denied for $300.04 and $396.83.
  

  The documents submitted on 05/20/2025 and 06/16/2025 for the claim of $300.04 only confirmed the amount was for prescription glasses. It did not include the providers name, patient name, date of service, or amount of service which is needed to confirm eligibility.
  

  The $396.83 claim was denied with the documents submitted on 04/10/2025 because the documents need to show the amount you are responsible for. The document submitted on 05/20/2025 confirms the expense is for prescription glasses.
  

  We were able to approve the claim of $396.83 with the documentation provided on 05/15/2025 that confirms the amount of the expense and the other documents.
  

  The remaining balance of $300.04 will be reimbursed to the bank account on file tomorrow, 06/18/2025.
  

  Wed like to explain why documentation is required for claims to be approved.
  

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

  We do this by requesting for our accountholders to submit an itemized receipt or Explanation of Benefits (EOB)from their insurance company with the claim. Whichever document an accountholder chooses, it must contain the 5 items listed below as it is this criteria that we use to verify whether a transaction is eligible.

  
  1.          Date of the service ******** the service was rendered and within the plan year
  2.          Cost of the service, including the portion insurance paid ******** there was a financial responsibility for amount in question
  3.          Type of service ******** the service or expense was eligible under IRS guidelines
  4.          Name of the provider ******** services were rendered by qualified healthcare provider
  5.          Name of the patient ******** the patient is the member or a qualified dependent
  
  Claims that are identified as not qualifying for reimbursement because of lack of additional information or otherwise not eligible, are subject to correction procedures.
  

  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:06/06/2025

  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.

  Inspira provides inconsistent reasons why they won't accept a claim, from a periodontist office. I have had to call multiple times, each call taking 15 minutes to 30 minutes with no resolution. Now, I only call with an ***** representative on the line bc an advocate is needed. The website is poor. There is no email contact. It certainly seems they continue to throw blockers for you to obtain valid reimbursement for your own money, until you get tired and give up. I would never use this service if it wasn't the only option through my employer.

  

  Business Response

  Date: 06/17/2025

  Hi *****,
  

  Inspira Financial is in receipt of the complaint submitted to the Better Business Bureau. We understand your complaint regarding your Flexible Spending Account (FSA). We're sorry that your experience was unpleasant and there have been denials on the account. 
  

  In review of your account, we see there is a debit card transaction of $109.40 from 02/26/2025 that we requested documentation for. The first document submitted on 04/10/2025 did not include the type or date of service which is needed to confirm eligibility. 
  

  The document submitted on 04/24/2025 allowed us to approve $20.00 of that transaction. However, $89.40 was denied because there was no patient responsibility for that amount. 
  

  In cases like this, there are two options to clear the overpayment, refund the account by yourself or the provider, or submit a claim for eligible expenses that have not been previously reimbursed to offset the overpayment.
  

  The document submitted on 04/24/2025 included another service from 01/10/2025 where your patient responsibility was $173.00. Your *** has not paid for this expense, so this allowed us to file this as a separate claim which was applied to the overpayment of $89.40 and the remaining amount will be reimbursed to you.
  

  The overpayment is scheduled to clear tomorrow, 06/18/2025, and there is no further action required. The remaining $83.60 from the $173.00 claim will be reimbursed via check to the mailing address we have on file. 
  

  After this reimbursement, your 2025 FSA will have a balance of $181.68. Your plan allows until 09/16/2026 to file claims for reimbursement for eligible services incurred within your period of coverage of 01/01/2025-03/22/2025.
  

  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 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.
  

  We'd 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 employer's 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 isn't 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 doesn't, 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
  
  To offer more information on why substantiation is required to use the funds, we've included the *** regulations, which stipulate that we must substantiate the health expense before it is reimbursed and clarifies how improper payments should be handled. This information can be found directly in *** memorandum *********. - ******************************************
  
  Thank you for bringing your concerns to our attention. We hope this clarifies what occurred with your account. If you have any questions, please don't hesitate to bring them to our attention.
  

  Sincerely,
  Inspira Financial

  Customer Answer

  Date: 06/19/2025

   
  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,
  
  ***** *****

• Initial Complaint

  Date:06/06/2025

  Type:Delivery 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.

  Received a mailer from Inspira Financial Trust, LLC stating that they have acquired my retirement funds from a previous employer ******************* and for me to set up an account to disburse, roll over or otherwise withdraw the available funds. The account set up procedure does not allow access to any information or even the new account itself. Eventually you get prompted to speak to a representative and after providing the same exact info as provided online they send a link via email that the representative claims is a direct path to access but it actually takes you back to the very start of the account set up with the same end result. Once again, speak with a representative and hear the exact same scripted response as before. I believe the representatives are possibly bots because they dont always answer or respond to a question as expected. I believe that the strategy is to frustrate the claimant with dead ended paths until they give up and then Inspira simply keeps the funds for themselves! I have no way of even knowing what funds are available and need help!

  

  Business Response

  Date: 06/10/2025

  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. Thank you for bringing this matter to our attention.
  

  We apologize that you had difficulty accessing your account. We understand how important it is to have access to your Individual Retirement Account ***** and are happy to help you with your next steps in this process.
  

  Your account will be reviewed to ensure that everything is in order, and we will be in touch with you to offer further assistance.
  

  
  Sincerely,
  

  Inspira Financial 

• Initial Complaint

  Date:06/04/2025

  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.

  From the very beginning, Inspira has demonstrated pure ineptitude in their 'service', or lack thereof.Upon being laid off, Inspira was supposed to send notice and instructions to activate my cobra coverage. Unfortunately, this was never ******* my first attempt with customer service ('CS'), they could not confirm the paperwork was ever sent. Rather than verbally provide me the *** to register for the coverage, customer service initiated an email, which, due to their 'processes', took 3-5 business days--for an email! in 2025!Upon registering for the the coverage online, the only payment method Inspira accepted was withdrawal authorization from my bank account. They do not accept debit card, credit card (supposedly cannot store the numbers, but should be trusted with my banking information). Nonetheless, in my 2nd attempt with 'CS', after more than 20 minutes, the **** conceded they could accept another form of payment, and provided an address to mail a check payment. This was done immediately following the call.A month later, and the company has not yet processed the payment, and activated my coverage. Rather, Inspira has only provided misinformation and promised follow-ups that do not occur.First, I was told the check was received, but there were others with my name, so they were unable to process the payment (******). A follow-up was promised, which never *********, I was told the check was received, but it typically take up to 30 days to process check payments. Again, a follow-up promised, but neglected.Most recently, I was told the check was now not received, but a case would be opened ****** Again, a follow-up promised, but neglected.A month later, and I am unable to see a *** nor refill any prescriptions. This company merely pushes for access to my bank. Considering their consistent incompetence, I can't imaging what might happen if they were given access to my bank ********** is a shame they are BBB certified!

  

  Business Response

  Date: 06/11/2025

  Hi ******,
  

  Inspira Financial is in receipt of the complaint you submitted to the Better Business Bureau. We understand your concerns are around your experience activating your COBRA coverage and contacting our customer service.
  

  We extend our sincerest apologizes for the experience youve brought to our attention. We understand how frustrating it can be when support specialists are unable to provide a proper response and do not follow-up. That is certainly not the type of service we want our accountholders to have. We have evaluated the connections youve had with our support specialists and provided the necessary coaching to them. 
  

  Regarding your COBRA coverage, we appreciate your feedback around how other payment options would have improved your experience and we will be working on making options available to our accountholders. We have not received the check mailed to us. However, we received your one-time payment made online on 6/4/2025 which paid your account through 7/31/2025. An eligibility update to your insurance providers, for both medical and dental coverage, was sent on 6/5/2025 and that will allow them to reactivate your coverage.
  

  If you had any services not sent to insurance or denied by your insurance for lack of coverage while going through ***** enrollment,please make sure to submit those claims to insurance for processing as your coverage is retroactive to your effective date in early April.
  

  Please note that your next payment is due on 8/1/2025 for $1,********** will have until 8/31/2025 to make the payment.
  

  Thank you for your feedback and taking the time to share your experience. Please dont hesitate to reach out if you have any questions or additional concerns.
  

  Sincerely,
  Inspira Financial

  
  

• Initial Complaint

  Date:06/03/2025

  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.

  ******* One notified me they had transferred my **** *** without giving me any options to move it elsewhere. Because we were deployed overseas, the website I was given did not allow me to access the website. As we were deployed for a significant amount of time (7 years overall and I do not recall exactly when ********** did this).I lost track of the original information due to the length of time and today, 3 Jun 2025, at least 3-4 years later, I get an email with information about how to access the account. It does not work. My guess is that there is no money left as other comments imply that the company is stripmining the accounts. It would be nice if someone stopped this. My account was not a significant amount of funds but this seems criminal.

  

  Business Response

  Date: 06/05/2025

  Hi ******,
  
  Inspira Financial is in receipt of your Better Business Bureau complaint. Thank you for providing feedback about accessing your account.
  

  Capital One Financial resigned as custodian of your individual retirement account and made arrangements for Inspira Financial to serve as the successor custodian of your account.
  

  Our goal is to reconnect you with your retirement funds as soon as possible. Someone from our Executive Response team will be in contact with you soon, to ensure you are able to access your funds.
  

  
  Sincerely,
  

  Inspira Financial 

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called in to request closure of my *** account 2 months ago now. The first few times I called it was a foreign call center and I could barely communicate with the people I talked to. None of them was able to help me with closing my account or directing me to someone who could. I was toldd that I would receive a call back from their supervisors, each time. Not once did I receive that call back. I was finally able to get through to someone that could help me, after a week of calling. They told me they would email me a form to fill out to close my account. That email took another week to arrive. I filled it out immediately and sent back in. I wanted a week and heard nothing. So I emailed them asking for an update and they told me it would be a 10 day processing, which is fine. But then another week and a half went by and nothing. Now for the past month I have been dealing with the back and forth and nothing being resolved. I told multiple employees there, several times that my address had been changed and it wouldnt let me update it online or add a direct deposit account. Every time they ignored my question. I sent them information for direct deposit and address via email and asked if that was sufficient and all they said was they would start processing. And again I asked if the info was sufficient. No word back. Then 2 weeks went by and nothing. So I asked for an update. They said my check had been mailed out but I never received. After all I did they sent the check to the wrong address and made me resend info to them. Still ignoring my questions for direct deposit. Now it has been two weeks since I sent that info back to them and they are telling me my check wont be sent out until the end of the week. It has taken them 2 weeks to correct their mistake and resend a check. This should have been done the same day I sent the info back to them. Overall it takes them 2-3 days to respond to me. Calling does nothing. This company is a complete joke.

  

  Business Response

  Date: 06/06/2025

  Hi *******,
  

  Inspira is in receipt of the complaint you submitted to Better Business Bureau. We understand your complaint concerns your experience while attempting to close your ************** Account (HSA).
  

  We appreciate you taking the time to provide us with your feedback, and we do apologize for the confusion this has caused on your behalf.
  

  A representative from our Executive Response team has been in contact with you and will continue to work with you personally moving forward regarding the matter.
  

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

  Sincerely,
  Inspira Financial
  
  

  
  

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23414181
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:06/03/2025

  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 been forced to use *******, now Inspira Financial, as part of my ********************** In 3 years, of paying for insurance, Inspira refuses to set up my account much less give me my Health card. I reported this to my **********************'s benefits Manager *** ***** at CNO Financial. She reported to me that Inspira said I never attempted to login. I have repeatedly called Inspira Financial for assistance and not once have I been helped.For two years I have been trying get anyone to call me back. I have tried so many times that I can describe all the automated services responses. Again,1.I cannot login to the site, so the login window pop-up message says call ************. 2.Option 1 The automated message states Press one for a call back Thursday between 1 and 4, days from the day you are calling. There has been no return calls in over 3 attempts. 3.Option 2 The automated message states to Press # to HOLD your place in line and be called back. No response. 4.Option 3 The automated message states the next available customer service member will be right with you. No response.5.Option 4 Call the main number ************. Option 1 for English. Please register for access to the website. Now go to Option 1 and repeat.

  

  Business Response

  Date: 06/10/2025

  Hello ******,
  

  Inspira Financial is in receipt of the complaint submitted to the Better Business Bureau. We appreciate you bringing your concerns to our attention. We are sorry that youve experienced trouble reaching us and accessing your balance.
  

  A representative from our Executive Response team will be in contact with you and will continue to work with you personally moving forward regarding the matter.
  

  Sincerely,
  Inspira Financial

• Initial Complaint

  Date:06/01/2025

  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.

  On May 16, 2025, a $335.25 charge was made to my Healthcare FSA debit card by **********. I canceled the service shortly after, and on May 14, 2025, ****** confirmed that they had processed a full refund to the original FSA debit card.However, as of today, June 1, 2025, the refund still does not appear on my transaction history or available balance on the Inspira dashboard. I contacted Inspira multiple times and provided proof of refund from the merchant. Inspiras responses have been inconsistentthey acknowledge no refund has posted but have not taken any steps to trace or verify the transaction. Instead, they are asking me to pay back the account myself or submit a check for a charge that should have already been refunded.I contacted the merchant twice, and they confirmed that the funds were returned to the same FSA card. It has now been over two weeks with no resolution. Inspira has not taken any action to trace the refund or escalate the matter internally. Their customer service delays and lack of initiative have caused significant frustration.

  

  Business Response

  Date: 06/10/2025

  Hello *****, 
  

  Inspira Financial is in receipt of the complaint submitted to the Better Business Bureau. We understand your concerns are about a refund to your Flexible Spending Account (FSA).
  

  Were sorry youre having trouble with this. We appreciate you bringing this to our attention and allowing us the opportunity to assist you.
  

  A representative from our Executive Response team will be in contact with you and will continue to work with you personally moving forward regarding the matter.  
  

  Sincerely,  
  Inspira Financial

  Customer Answer

  Date: 06/14/2025

   
  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,
  
  ***** ***

• Initial Complaint

  Date:05/31/2025

  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 to this company. I claimed it over 6 months ago on 11/12/2024 and they still have not released it to me. I want my *** as the settlement, please.

  

  Business Response

  Date: 06/02/2025

  Hi Alena,
  

  Inspira is in receipt of the complaint you submitted to Better Business Bureau. We understand your complaint is around the time it has taken to complete a distribution.

  Thank you for bringing this matter to our attention. Submitting the paperwork to claim your account is the first step in taking a distribution.  We are happy to help you with this important process and apologize for any inconvenience this has caused.

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

  Inspira Financial

  
  

• Initial Complaint

  Date:05/30/2025

  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.

  On March 27, 2025, I paid University Radiology $99.00 with my Inspira Financial FSA card for a physician ordered test. Inspira Financial is requesting that I repay the account in the full amount despite my submitting requested documentation of payment and physician order numerous times through the website and through email. Each time I reach out to Inspira either through the website or by phone call, they ask for the same exact documents again. They are forcing me to pay back funds for a medical procedure that these very funds are supposed to cover. Reporting to the BBB because this issue is now going on eight weeks and Inspira refuses to resolve. Thank you.

  

  Business Response

  Date: 06/03/2025

  Hi *****,
  

  Inspira Financial is in receipt of the complaint submitted to the Better Business Bureau. We understand your concerns revolve around the substantiation process under your Flexible Spending Account (FSA). We apologize for any frustration youve experienced as weve administered your account.
  

  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, 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 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 as it is these 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
  

  The purchase in question took place around 03/29/2025 for $99.00, and we requested documentation for this specific service on 05/09/2025. Our records show you first uploaded a document on 05/10/2025, but it seemed to be a pre-visit document that wasnt finalized. Therefore, this was denied on 05/15/2025, requesting an itemized receipt or EOB. You then submitted additional documentation on 05/23/2025.
  

  This upload contained a payment receipt to University Radiology, but did not display the 5 items we use to confirm eligibility (more specifically, payment receipts dont display the date of service, type of service, how much was charged, or any insurance information). This submission also included another document similar to your submission from 05/15/2025.
  

  Unfortunately,this document displayed an encounter date of 12/23/2024. Since 2025 *** funds were used on 03/29/2025, that would rule this purchase as ineligible. This would mean that the $99.00 will be in overpayment and suspend the debit card until it is resolved.
  

  However, you seemed to have included a document with your BBB Complaint that wasnt submitted to us previously. This document would be the itemized receipt with a statement date of 05/28/2025.
  

  This document seems to display all pertinent information needed, including what services were rendered on which day, and insurance adjustment and payment amounts. This allowed us to upload it to your account and officially substantiate this service for you.
  

  Wed like to apologize again for the confusion and frustrations that have resulted from this ordeal.
  

  If you have any further questions or concerns, please dont hesitate to bring them to our attention!
  

  Sincerely,
  Inspira Financial