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:05/30/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been informed that the use of my Healthcare FSA card at an urgent care center, dentist, blood draw laboratory, and for Prescription eyewear cannot be verified as a proper expense. How can illegitimately use my FSA card at any of these places? It's insanity

  

  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 are surrounding several debit card purchases 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
  
  Our records indicate a total of 9 charges below that require further substantiation:
  

  11/12/2024 --$227.71
  11/25/2024 --249.60
  01/04/2025 --$383.33
  01/06/2025 --$205.23
  01/06/2025 --$240.23
  01/13/2025 --$240.23
  01/18/2025 --$145.50
  02/17/2025 --$6.11
  02/27/2025 --$249.60
  

  We issued a request for the first 7 transactions on 02/18/2025. After not receiving any documentation, we issued a second request on 03/19/2025. After still not receiving any submissions, the card was deactivated, and a letter confirming this was issued on 04/17/2025.
  

  We then issued a request for the final two transactions (02/17/2025 and 02/27/2025) on 05/19/2025.
  

  If you were to submit an itemized receipt or EOB confirming the 5 items listed above, it would allow us to confirm these purchases were eligible and reactivate your debit card for usage.
  

  Thank you for your time and efforts, and allowing us to address your outstanding concerns with us. If you have any further questions or issues, please dont hesitate to bring them to our attention.
  

  We are always here and happy to assist!
  

  Sincerely,
  Inspira Financial

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23398826
  
  I am rejecting this response because: 

  Charges at *********** Centers, blood draw laboratories, Dental Offices and Eye Clinics are unquestionably medical related. This should be common sense and not a cause for inconvenience to an account holder. Also, demanding I pay back funds, to a savings account THAT I AM FUNDING as a form of resolution is just mind blowing. Who am I paying back? The money was my own to begin with, the only function your business serves is to hold it while it is set aside as tax free income designated for medical expenses, bravo to Inspira for creating a gigantic business that literally does nothing, except hold other peoples money in a tax shelter. A part of your business should be able to determine what is, and what is not a proper qualifying expense. So please, do your job and verify that *********** Centers, blood draw laboratories, Dental Offices and Eye Clinics are medical establishments, not potential money laundering schemes that I am working with to extort 1200 dollars OF MY OWN MONEY tax free. You literally have nothing else to do. 

  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 06/05/2025

  Hello ****,
  
  Thank you for responding and allowing us the opportunity to provide further clarification around FSAs.
  
  We understand these charges were paid to a qualified health facility, and that isnt necessarily being disputed. However, there are further factors that could impact eligibility. These would include the date the service occurred, what the service or expense was, who the purchase was for, and insurance responsibilities. If we are unable to confirm all of this information electronically, then we must request documentation to confirm it.
  
  This is mandated by the *** due to the accounts being funded on a pre-tax basis through your employer. The employer funds the account at the beginning of the year, which is what allows for uniform coverage and for the funds to be available on the first day. As funds are deducted from your paycheck, you are essentially paying your employer back for the funds theyve deposited into your FSA.
  
  Further clarification on these mandates and how these accounts operate can be found directly in IRS memorandum *********. - ************************************************;
  
  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.
  
  Were deeply sorry for the impression that has resulted from the misunderstandings, and we sincerely hope this explanation offers further insight into why documentation is requested.
  
  Thank you again for your time and efforts!
  
  Sincerely,
  Inspira Financial
  
  

• Initial Complaint

  Date:05/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a financial services company that is holding a transfer *** account of mine. I dont have access to the account and when i try to call they are unable to resolve the issue or dont answer the phone. **************** has tried to get me access 4 different times with no success. I have 5k in the account what legal steps can i take for them to send me my money in a check.

  

  Business Response

  Date: 05/29/2025

  Hi *******,
  

  Inspira Financial is in receipt of the complaint submitted to the Better Business Bureau. We understand your concerns are around accessing your accounts online and taking a distribution.
  We apologize that you had difficulty accessing your accounts.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:05/23/2025

  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 filed a claim for my *** for qualified dental expenses for $3240 on March 10th. It was declined. I submitted the receipt on April 3rd and was declined again. I called and was told I had to submit a copy of the dental insurance claim. I submitted that April 14th and it was declined again. I called and asked to speak with a supervisor after the lady couldnt help. I received a call back 6 days later. I resubmitted a different copy of the receipt on April 27th and it was declined again I called customer service and ended up getting a supervisor. She did a 3way call with my dentist office for 1 hour. I found out they called my dental office again for 1 1/2 hours. It was finally resolved May 7th. The other item was a refund put back on my FSA card on March 29th for *****. It was a refund on a 2024 card transaction that came through on March 29. The deadline to touch any 2024 funds was March 31st. I told the lady the situation and she was going to have operations do a special review and refund that money. That transaction that came in on March 29th was not posted to my account until April 5th. Each time I called with the issue above, I was told I was out of luck. I should be reimbursed and its not right due to their of their system limitations. It followed all federal guidelines. And I expect them to keep their word as I was told. I sent a letter to their CEO beginning of May to file a complaint. Never heard back.

  

  Business Response

  Date: 05/30/2025

  Hi *****, 
  

  Inspira Financial is in receipt of the complaint submitted to the Better Business Bureau. We understand you have concerns around your experience using funds with your Flexible Spending Account (FSA) and the denials from the documentation submitted. Thank you for taking the time to bring this to our attention. 
  

  In review of your account, we see the debit card transaction of $3,240.00 from 03/12/2025. The first document submitted on 04/03/2025 showed estimated insurance and some services that were not billed to insurance. This required us to partially deny the transaction as we cannot accept estimated insurance for services. At this point, we requested an Explanation of Benefits (EOB) which was explained in the Explanation of Payment letter that was sent to you on 04/10/2025. 
  

  The second document submitted on 04/14/2025 also showed estimated insurance. Then, the third document submitted on 04/21/2025 was unclear of the payment amounts and the patient responsibility. The fourth document, we received on 05/07/2025, included an EOB which showed a patient responsibility of $426.60.  
  

  We apologize for any confusion or frustration you experienced while providing supporting documentation and receiving multiple denials. We want this process to be easy for our accountholders, so we will be providing feedback internally to ensure this is clearer in the future. 
  

  With your call into our support center on 05/06/2025, we spoke with your providers office who provided more information regarding the services and patient responsibility. Our processing team reviewed the documentation and confirmed with your provider that your responsibility was more than the $3,240.00 which allowed us to approve this transaction. 
  

  However, you refunded the account on 05/08/2025 for $2,690.00 which was added back to your balance. A reimbursement payment of $2,265.63 was made on file on 05/09/2025 and with the correction of the debit card transaction, a payment of $424.37 was reimbursed to you on 05/13/2025 since there was no longer a need for a refund to the account. These two reimbursement payments were made to the bank account on file and depleted your 2025 available balance.  
  

  No further action is needed from you for the 2025 debit card transaction. 
  

  Regarding the $99.86 refund to your 2024 FSA balance, it has been added to your balance for 2024. Your plan allowed until 03/31/2025 to file claims for this balance for services incurred within 01/01/2024-12/31/2024. You can still file a claim which will be denied since it past the deadline to file claims, but your plan allows an appeal to be submitted for denied claims where you can explain why the claim should be approved. We cannot guarantee the outcome of this appeal. Without eligible expenses, we cannot refund or reimburse you this balance. 
  

  You have the option to file a claim by accessing your online profile at ****************************** and selecting File a Claim under your 2024 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.  
  
  Wed like to offer more information to explain why documentation is needed for claims and certain debit card transactions.  
  

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

  This is usually completed electronically behind the scenes, but in instances in which it doesnt, we must take further action to confirm its eligibility. We do this by requesting for our accountholders to submit an itemized receipt or Explanation of Benefits (EOB) from their insurance company. Whichever document an accountholder chooses, it must contain the 5 items listed below as it is this criteria that we use to verify whether a transaction is eligible. 
  
  1.?????????? Date of the service Confirms the service was rendered and within the plan year 
  2.?????????? Cost of the service, including the portion insurance paid Confirms there was a financial responsibility for amount in question 
  3.?????????? Type of service Confirms 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 Confirms the patient is the member or a qualified dependent 
  
  We hope this information clarifies what occurred with your account and the current standing. Please feel free to reach out if you have any other questions or concerns.  
  

  Sincerely,  
  Inspira Financial  

• Initial Complaint

  Date:05/23/2025

  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.

  Inspira is mishandling my claim files for the dependent care account. This appears to be a systematic practice and quite deliberate on the part of Inspira. They give logical inconsistent and contradictory explanations.

  

  Business Response

  Date: 05/28/2025

  Hi ******,
  

  Inspira Financial is in receipt of the complaint submitted to the Better Business Bureau. We appreciate the time you took to provide us with your feedback, and wed like to offer more information about the denied claims in your ************** Flexible Spending Account (DCFSA).
  

  In review of your account, we found four claims filed in 2025 that have been denied or partially denied.
  

  The first claim we received on 01/22/2025 for $13,938.00 was submitted for 09/03/2024-12/31/2024 dates of service. This claim was denied because the dates of service were in 2024, and notification of this denial was sent to you on 01/28/2025. Our records show you did not have a 2024 plan year and the 2025 plan year period of coverage started on 01/01/2025, so the balance cannot be used for dates of service that incurred before the plan year coverage starts.
  

  The next claim of $15,970.17 was received on 01/28/2025 for the dates of service of 02/01/2025-06/30/2025. This claim was denied as we cannot reimburse for services that have not been incurred, and the last date of service was more than 30 days away. A letter regarding this claim was sent on 02/03/2025, and we apologize if this letter did not clearly explain the denial.
  

  A claim of $17,422.00 was received on 05/21/2025 for 01/01/2025-05/21/2025 dates of service. Our claims team processed this claim by partially approving.$1,451.83 was denied as it was already paid out on a claim submitted on 01/28/2025. However, our system denied the full amount through processing. A letter explaining the denial was sent on 05/23/2025. We apologize for any inconvenience this may have caused.
  

  Lastly, the claim of $14,518.30 received on 05/23/2025 for DOS 01/01/2025-05/31/2025 has been partially approved. A portion of $1,451.83 was denied as it was already paid out on a claim received on 01/28/2025. Seven reimbursement payments were sent to the linked bank account on file starting on 02/03/2025 and the last payment was on 04/16/2025.
  

  Since the last date of service for the $14,518.30 claim is on 05/31/2025, we must allow that date to pass before the reimbursement payment can be released. The payments will start the following business day on 06/02/2025 and will reimburse up to your available balance.
  

  This claim will deplete your election for the year as the approved amount of $13,066.47 is more than the $5,000.00 election for 2025. Payments will continue to go out to you as funds become available through your payroll contributions and the election is met.
  

  We hope this provides clarification on what occurred. If you have any other questions or concerns, please dont hesitate to contact us again.
  

  Sincerely,
  Inspira Financial

• Initial Complaint

  Date:05/19/2025

  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.

  Inspira is holding my money hostage. I spent considerable time changing the account email, and they lied about having it changed. I crashed ChatGPT 4.5 Pro Deep Research, so I am the last person you want to mess with. Inspira is a joke and a half.

  

  Business Response

  Date: 05/21/2025

  Hi *******,
  

  Thank you for bringing your concerns to our attention. We have reviewed your account, and we can confirm that your ACH was sent as of May 20, 2025. This could take up to 3 business days to reflect in your account balance.
  

  A representative from our Executive Response team will be in touch to further discuss matters.
  

  We apologize this has been a difficult process for you. We hope this satisfies your request and thank you for taking the time to provide us with your feedback.
  
  Sincerely,
  Inspira Financial 

• Initial Complaint

  Date:05/17/2025

  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.

  The company sent me 3 letters on the same day denying numerous claims. All of the sudden over 10 of my claims are invalid, with no justification given except: an expense has been denied, pay us back. These denials range from 18 months ago to 2 weeks ago. Why are they all of the sudden denied a year and a half later. Is this a blanket denial?I have stopped using my FSA card due to the company's unscrupulous business practices. This means I have filed all claims directly on their website, and uploaded documentation at that time. Also, they had rejected a couple of my claims because they required an EOB, rather than the receipt that I paid at the time of service. However, I checked and some of these rejected claims are directly from an ***. How can they reject something obvious, like a copay? Also, costs can take years to show up on an EOB. How do I claim an expense incurred in 2024, but not billed by the insurance until 2026?This is obvious predatory behavior. They seem to be imposing a blanket denial for no justifiable reason. I want the company to rescind their arbitrary and capricious denials for claims that are clearly valid.

  

  Business Response

  Date: 05/21/2025

  Hi ****,
  

  Inspira Financial is in receipt of the complaint submitted to the Better Business Bureau.We understand your complaint concerns communication you received around denied claims and your experience with your Flexible Spending Account (FSA). Thank you for taking the time to provide us with this feedback and allow us to offer clarification around your account.
  

  In review of your account, we show three Explanation of Payment (EOP) letters were sent to you on 05/12/2025. These letters were for previous claims as they were dated 01/13/2025, 01/27/2025, and 02/12/2025. We apologize for any confusion this may have caused.
  

  For your 2025 plan year, we see four claims that have been denied. The first two were filed in February of this year for $444.99 with the date of service as 02/11/2025. The documentation submitted with these claims did not include a description of the service or product, so both claims were denied asking for further documentation. However, another claim for this amount was filed on 02/19/2025 and we received documentation with the service listed which allowed us to approve the claim.
  

  In May, you filed five claims and two of the claims have been denied. A claim for $150.00 with the date of service listed on 05/02/2025 was filed on 05/02/2025. This claim was denied asking for an Explanation of Benefits (EOB) or an itemized receipt as the credit card receipt you submitted does not include the type of service or the patients name.
  

  A claim of $29.14 with the date of service listed as 05/02/2025 was filed on 05/04/2025. The claim was denied asking for a Letter of Medical Necessity (LOMN) because the expense was for a scar cream which may be considered cosmetic treatment.
  

  These types of expenses would only be eligible with a Letter of Medical Necessity (LOMN).This letter would allow us to confirm these services were rendered to treat an underlying medical condition, as they are not eligible when treating general health or for cosmetic purposes. This is further detailed on our website, **************************,by selecting *********** FSA within the Health & Benefits dropdown then selecting View eligible Expenses. 
  

  You can find our LOMN form under Documents & Forms on the website after logging into your profile. You can have a health care professional complete this or write a letter with the information below.
  

               Patients Name
               Medical Condition
               Recommended course of treatment
               Duration of the treatment
               Signature of qualified health practitioner
  

  You have the option to submit the required documentation for both the $150.00 and $29.14 claim. Our team will review any additional documentation you can provide. If the documentation includes the information we need (detailed below) and the expenses are eligible under the ***, the claims will be approved.
  

  Wed like to offer more information as to why we need documentation for claims or debit card transactions.
  

  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.
  

  This is usually completed electronically behind the scenes, but in instances in which it doesnt, we must take further action to confirm its eligibility. We do this by requesting for our accountholders to submit an itemized receipt or Explanation of Benefits (EOB) from their insurance company. Whichever document an accountholder chooses, it must contain the 5 items listed below as it is this criteria that we use to verify whether a transaction is eligible.
  
  1.          Date of the service ******** the service was rendered and within the plan year
  2.          Cost of the service, including the portion insurance paid ******** there was a financial responsibility for amount in question
  3.          Type of service ******** the service or expense was eligible under IRS guidelines
  4.          Name of the provider ******** services were rendered by qualified healthcare provider
  5.          Name of the patient ******** the patient is the member or a qualified dependent
  

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

  Please let us know if you have any other questions or concerns we can help with.
  

  Sincerely,
  Inspira Financial

  Customer Answer

  Date: 05/24/2025

   
  Complaint: 23345328
  
  I agree with the majority of this response, but it does not address the complaint I raised.

  I would like clarification that I do not need to pay the account back, considering that these three letters clearly state "You received a payment or used funds for an expense that has been denied. You need to resolve the amount due by 07/16/2025..." From your response it seems the confusion is due to the fact that these three letters were retained for several months and then all mailed at once, long after their relevance had concluded. I would like an explanation why these letters were not mailed when they were relevant 4 months ago.
  

  I would also like clarification of what happens to these ******************* the three letters. The three letters list $225.87 ($64.13 due), $25.00 ($3.04 due), and $36.09 ($28.04) in overpayments. So, do I owe you $286.96? Do I owe you $95.21? Do you owe me $286.96? Do you owe me $95.21? Did these get shifted to the next year's claims and paid? Are these unpaid?

  As to the items discussed in the response, I have submitted the **** for the $29.14 claim, and will submit the *** for the $150 charge when it is received. 

  Sincerely,
  
  **** *****

  

  Business Response

  Date: 05/28/2025

  Hi ****,
  

  Thank you for allowing us the opportunity to provide more information regarding your account.
  

  The nine claims detailed on the Explanation of Payment letter dated 01/13/2025 have been approved and reimbursed to you. The two claims from the letter dated 01/27/2025 have been approved and reimbursed. The letter dated 02/12/2025 shows two claims, one has been approved and reimbursed, and the other claim of $25.00 was denied.
  

  This denied claim was submitted to us on 02/07/2025 for the date of service 03/22/2023. Our records indicate that you did not have a Flexible Spending Account (FSA) during 2023, and the claim was filed under your 2025 plan year which started on 01/01/2025 which required us to deny this claim.
  

  The *** regulations Prop. *****. Reg. 1.125-6(a)(2),provides the following: expenses are incurred when the employee (or the employee's spouse or dependents) is provided with the care, and not when the employee is formally billed, charged for, or pays for the care. The *** Publication 969, Distributions from an *** explains that distributions from an FSA must be paid only to reimburse you for qualified expenses you incurred during the period of coverage.
  

  There is no action required on the above claims, and the reimbursement payments have been sent so you will not receive more from us about these claims.
  

  Additionally, we see that Letter of Medical Necessity (LOMN)submitted on 05/24/2025 for the $29.14 claim. This allowed our processing team to approve the claim, and a reimbursement check was mailed on 05/28/2025.
  

  We hope this provides the clarification you were looking for. If you have any other questions, we are happy to further assist you.
  

  Sincerely,
  Inspira Financial

  Customer Answer

  Date: 05/29/2025

   
  Better Business Bureau:
  
  

  I looked through my claims and did not find the claim referenced. There are no claims shown on my 2025 account prior to 2/11/25. There is a claim on my 2024 account from 02/07/25, but all dates of service are in 2025. There is also a claim on the 2025 account from 2/11/25 but, again, all dates of service are in 2025. 

  That being said, as long as the three letters are no longer active I am satisfied (complaint ID *********. Though the question was never answered as to why they were mailed several months too late, and in a group.

  Sincerely,
  
  **** *****

• Initial Complaint

  Date:05/16/2025

  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.

  I need a debit card to access my HSA/FSA account with **********************. I have requested this card to be sent to me 4 times over the course of approximately 9 months. I have investigated this with my benefits manager at work and confirmed my address was correct. I have had Inspira service respresentative read my address back to me to confirm it is correct. It was correct for each of my 4 requests.Service representatives are limited in that they can only request that my card be re-issued; they claim there is nothing else they can do. Each time this has been unsuccessful.I have $4500 in these accounts which I cannot access. Inspira has refused to provide me with further contact information/email for a supervisor. I do not have any other options for communicating with Inspira or any other way to resolve this.Inspira is fundamentally obstructing me from using or accessing my accounts and has refused to do anything about it.

  

  Business Response

  Date: 05/19/2025

  Hi Jordan,
  

  Inspira Financial is in receipt of the complaint submitted to the Better Business Bureau. We understand your concerns are around receiving a debit card for your Flexible Spending Account (***) and ************** Account (HSA). Thank you for bringing your concerns to our attention and allowing us the opportunity to assist you.
  

  In review of your account, we show that a debit card was shipped on 02/18/2025. We are sorry you did not receive this card. After you contacted our call center on Friday, 05/16/2025, a new card has been issued to you with the correct address you provided during your call. Please allow ***** business days to receive the card.
  

  Wed like to make sure you receive future cards and communication. We receive information like mailing addresses from your benefits department for the employer that sponsors the plan. If you have not done so already,please contact your benefits department to send us your most up-to-date mailing address.
  

  If you paid for any expenses for eligible expenses out-of-pocket while waiting for your debit card, you have the option to be reimbursed from both of your accounts.
  

  Your 2025 Flexible Spending Account (***) balance can be used for eligible expenses incurred for dates of service within 01/01/2025-03/15/2026.Your plan allows until 04/30/2026 to file claims for these expenses.
  

  You have the option to file a claim by accessing your online profile at ****************************** and selecting File a Claim under your 2025 plan year. You will be required to provide supporting documentation when filing a claim. The document you choose can be an Explanation of Benefits (EOB) from your insurance carrier or an itemized receipt from the provider. Please allow 3-5 business days for claims to be processed.
  
  Claims that are identified as not qualifying for reimbursement because of lack of additional information or otherwise not eligible, are subject to correction procedures.
  Another option available to you is requesting reimbursement through Health Plan Claims. This is found within your online account by selecting View/Pay in the Health Plan Claims dropdown. You can reimburse yourself or request to pay a provider directly by selecting the claims you would like to pay and select Pay Claims towards the bottom of the list. These claims do not require additional documentation for reimbursement since these are files sent to us by your insurance carrier.
  

  For your ************** Account (HSA), this balance can be used for expenses incurred on or after the date your HSA was opened and does not have a deadline to use the funds.
  

  You have the option to request funds from your HSA by logging into your account at ************************** and selecting Request Funds. You will follow the instructions and will not be required to submit supporting documentation. Please be sure to keep any relevant receipts from providers or Explanation of Benefits (EOBs) from your insurance carrier for your records in case of an IRS audit.
  

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

  More information on eligible expenses can be found on ****************************** by selecting Individuals then selecting Explore HSA eligible expenses and find the *** list by following those steps and scrolling up to select *********** *** under Health & Benefits.
  

  Were sorry for any inconvenience youve experienced while getting a new debit card.We hope this information clarifies how you can access your funds for services where your debit card was not available.
  

  Please dont hesitate to reach out if you have any other questions or concerns.
  

  Sincerely,
  Inspira Financial

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23339459
  
  I am rejecting this response because:

  This response is not satisfactory for several reasons.  You do not understand my concerns at all,which is clear from your response.
  1. I have requested cards, this being the fourth time, in the manner described in this letter for over 1 year.
  2. I did not provide a correct address during the call; I was unable to.  In the past when I tried to have the address changed or corrected they refused.  During the most recent call, the address that the call center read back to me was incorrect.  They attempted to correct it however when it was read back to me it was still incorrect.  The third time it was again impossible to understand several of the letters read by the support technician, despite taking a great deal of time and spelling out each letter.  I am not hearing impaired and my phone works normally; in fact I have called the number with other phones at other times and similarly had a someone who is extremely hard to understand with a poor audio connection.  I do not believe this most recent card was shipped to the correct address either.
  3. I have confirmed my address is indeed correct with my benefit manager several times and this has been forward to Inspira.  I have confirmed this again today.
  4. Although I appreciate the information you have provided regarding how to file claims, you seem to be unaware that a debit card number is necessary to establish an online account, which I have never received.  This is why I am claiming that failing to provide me adequate service in order to receive my card is fundamentally obstructing me from accessing my funds; $4500 over a period of now 12 months.. 
  You state Please don't hesistate to reach out if you have any other questions or concerns.  How?  Are you aware of how many times I have wrote messages and called?  If you are not providing me with a different number or resource this is like slapping me in the face.  How will contacting you again make things any different?
  I specifically requested an email or phone number of a supervisor or anyone who can change an address and ship a card.  Your call center has failed.  I have tried this repeatedly.  I require additional assistance with this which your call center has proven it can not provide.
  I am beyond frustrated trying to have this issue corrected.  I will not hesitate to pursue legal action if I do not receive assistance with this.
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 05/27/2025

  Hi Jordan,
  

  We appreciate the additional feedback you have provided. Its important to us that we have the correct address on file and that you receive the debit card to access your funds.
  

  A representative from our Executive Response team will be reaching out to you to further assist with this issue. 

  Sincerely, 
  Inspira Financial 

  Customer Answer

  Date: 05/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution, pending receipt of the debit card, is satisfactory.

  If I continue to experience difficulties in confirming an address or having the card shipped, I will enter a subsequent complaint.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:05/13/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint regarding Inspiras refusal to close my account and their attempt to charge an additional annual fee despite my compliance with all closure procedures.According to Article XX-1 of Inspiras agreement:The Custodian may be removed by the Account Owner upon giving thirty (30) days prior written notice to the Custodian. Such removal shall be accomplished by the Account Owner by delivering a written instrument to the Custodian in a form acceptable to the Custodian either directing distribution of the assets in the Account or by the acceptance of the assets by a Successor Custodian (as defined below) endorsed thereon.On December 26, 2024, I submitted all required paperwork and paid the $250 closing fee, which constituted my formal written notice to close the account. More than 30 days have passed since my submission, and I have not received the distribution of my assets nor confirmation of account closure.Despite fulfilling all requirements, Inspira has delayed the closure process and is now attempting to charge me an additional $450 annual fee. This is unreasonable and contrary to the terms of our agreement. I have explicitly stated that I do not consent to this fee and have requested that my account be closed immediately.Desired Resolution:I request that Inspira immediately close my account, distribute my assets as instructed, and refrain from charging any further fees. I also request written confirmation that my account has been closed and that no additional charges will be made.

  

  Business Response

  Date: 05/15/2025

  Hi *****,

  Inspira Financial is in receipt of the complaint submitted to the Better Business Bureau. We understand your concerns are around closing your account and the additional fees that have been charged. Thank you for bringing your concerns to our attention and allowing us the opportunity to assist you.  

  We extend our sincerest apologies, it is certainly not our intention for the account closing process to be difficult. We will be sure to review your recent interactions with us and take action as we aim to provide the highest level of service.  

  A representative from our Executive Response team will be reaching out to you to further assist with this issue. If you have any further questions or issues, please dont hesitate to bring them to our attention.

  Sincerely, 

  Inspira Financial 

• Initial Complaint

  Date:05/13/2025

  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.

  Through my business, i am offered and *** through Aetna/Inspira Financial. I have selected the "auto pay" button to the off position and saved my progress. I go to make a purchase using my FSA card and was denied payment. Come to find out Inspira set my "auto pay" to the "on position" and it paid a large medical bill that i did not authorize to pay. Now it is 5/2025 and i have no more available funds on my FSA card due to the website negligence of acknowledging a saved transaction. extremely disappointed in the service i received. Also, this is the second time in 3 years this has happened. the first time shame on me. The second time shame on Inspira.

  

  Business Response

  Date: 05/20/2025

  Hi ****, 
  
  Inspira Financial is in receipt of the complaint you submitted to the Better Business Bureau. We understand your concerns regarding your experience with your Flexible Spending Account (FSA) and the autopay feature. 
  
  We apologize for any inconvenience youve experienced from your balance being used for an autopay claim. We have reviewed your account and found that your claim autopay feature was on until 05/13/2025 when you turned off the settings.  
  
  This occurred after a claim of $991.80 was received on 04/02/2025. This claim was approved and reimbursed through the autopay feature. A reimbursement payment of $1,005.66 was made to you on 04/03/2025 to the bank account on file which included the $991.80 claim and a $13.86 portion of a different claim. 
  
  The $13.86 portion came from another autopay claim of $46.32. We only paid a portion of this claim to utilize your remaining balance. 
  
  Your 2024 FSA balance is depleted, so your debit card will no longer work until the next plan year with an elected balance starts.  
  
  We hope this clarifies what took place with your account. Please let me know if you have any other questions or concerns, we can assist you with. 
  
  Sincerely, 
  
  Inspira Financial 

• Initial Complaint

  Date:05/11/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint due to ongoing issues with Inspira Financials handling of my FSA (Flexible Spending Account) claim. Despite submitting multiple copies of the requested documentsincluding receipts, itemized invoices, and Explanation of Benefits (EOB)Inspira Financial has repeatedly denied the documentation without offering any explanation or specific feedback.Each time I have contacted customer service, I have asked for clarification regarding what exactly is missing or incorrect in my submission. However, the only response I receive is a generic statement that my documentation is not sufficient, and that I am required to pay the balance back. No details are given to help resolve the issue.This has been an extremely frustrating and time-consuming experience. I have complied with every request and provided all documentation multiple times, yet Inspira continues to reject the claims without justification. I believe I am being treated unfairly and am asking the BBB to help facilitate a resolution.Desired Resolution:I am requesting that Inspira Financial either:Clearly identify what specific documentation is still required, or Accept the submitted documentation and resolve the balance accordingly.This has been the worst experience I have had dealing with any *** provider, and I am seeking a fair and prompt resolution to this matter.

  

  Business Response

  Date: 05/15/2025

  Hi *****,
  

  Inspira is in receipt of the complaint you submitted to the Better Business Bureau. We understand your complaint concerns your experience and difficulties you encountered substantiating debit card purchases under your Healthcare Flexible Spending Account (HCFSA).
  

  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 will be 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