Complaints

This profile includes complaints for Inspira Financial Trust, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Inspira Financial Trust, LLC

  2001 Spring Rd Ste 700 Oak Brook, IL 60523-1890

  
• 

  Millennium Trust Company

  PO Box 940287 Plano, TX 75094-0287

• 

  Millennium Trust Company

  8 Penn Ctr West Suite 101 Pittsburgh, PA 15276

• 

  Inspira Financial

  Omaha, NE 68164

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/26/2025

  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.

  Our "cobra" provider is this "company". I paid for ***** coverage last week, yet I my insurance is still showing inactive almost a week later. This payment was so that my wife and I have coverage for the remainder of the month, and where we are at the end of the month, and still no coverage. I have medical and Dental things I need to take care of. My wife has prescriptions and doctor appointments that she needs to go to and get filled.Paying for a service and not getting that service is either theft or fraud or both.

  

  Business Response

  Date: 04/01/2025

  Dear *****,

  Inspira Financial is in receipt of the complaint you submitted to the Better Business Bureau. We understand your concern is related to your benefit status after making a payment for your COBRA coverage.

  We apologize that your recent experience hasnt been satisfactory. Thank you for bringing your concerns to our attention and giving us the opportunity to review and respond.
  

  In review of your account, we show that your first payment of $418.86 was received on 03/22/2025.
  

  We dont update your coverage, that is managed by the insurance carriers. We process premium payments. Then, submit the payments to the insurance carriers with notice for them to reinstate or update coverage accordingly. It can take 7-10 business days for the first notice to be sent,and additional time for the insurance carrier to retroactively reinstate coverage and providers to be able to verify benefits.
  

  The notice of your first payment was sent to your insurance carrier on 03/26/2025, within the standard timeframe for the first update, and we received confirmation on 03/27/2025 from your insurance carrier that they have updated the benefits for both you and your spouse.
  

  Any claims you had while your coverage was in process of activating can be resubmitted to your insurance carrier for processing. Youll need to contact them directly using the number on your ID card for assistance with how to submit claims to them.
  

  We have received an additional payment on 03/28/2025 for $649.22 which paid your account through 04/30/2025. If at any time, your insurance carrier or a provider shows that you are inactive, please feel free to contact us at ***********, Monday Friday 7AM 7PM (CT), and were happy to provide the insurance with another notice.
  

  It is never our intention to cause you any inconvenience. We appreciate your business and hope we have addressed all of your complaints.  If you have any further questions or issues, please dont hesitate in bringing them to our attention.
  

  Sincerely,
  Inspira Financial

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23119824
  
  I am rejecting this response because:

  I have paid what I need to pay, and now you are holding my *** account hostage. I paid into the account, but you turned off the card, so I have to manually submit claims through your "app" which is really just your website.
  Now I am wasting my time on hold waiting to talk to a representative, on why I can't use MY money that you are holding hostage since I sent in claims for prescriptions that I paid for yesterday, and they were already denied. 

  It is a nice way of making money off the interest you are accruing from MY MONEY.

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

• Initial Complaint

  Date:03/26/2025

  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 used to work for a company that offered matched contributions to an ***. I am not entirely sure if Inspira was the original company, but I am pretty sure that they are not. Anyway, I no longer work for said company, and would like to take those funds and transfer them to my personal in order to switch companies. After spending a good hour of trial and error on their website, which I was directed to by their customer service operators over the phone, I no longer am able to access the site at all. According to the site, I 'couldnt be verified' and to contact Inspira. So I did. I honestly have dealt with these kinds of issues before of lack of customer service, failing websites and overall lack of care for the customer. I spent 5 years in the Navy using several financial instituions for my investments. I just can't believe that I have no way to access my money.I don't have much hope for getting my money at this point. After some research, it seems like not many people have luck getting any form of assistance whatsoever. In conjunction with this complaint, I am currently filing complaints with several investigatory financial groups. ***, CFPB, ***** etc. Sad that a company that offers retirement services can't help people over the phone, when the people who most often need help from them are elderly or retiring. Shame on Inspira. Just another lazy cash hungry company.

  

  Business Response

  Date: 04/09/2025

  Hi *****,
  

  Were glad we were able to connect with you and reunite you with your retirement funds. At Inspira Financial we take account security seriously, which is why we require individuals to verify their identity before we provide access to an account and funds.
  

  Thank you for taking the time to speak with us regarding your account. We received your distribution direction on April 4, and your distribution was processed and a check was issued the following business day.Our records indicate the check was delivered on April 8. Please contact us directly if you have any questions or if we can provide further assistance.
  

  Sincerely,
  Inspira Financial

• Initial Complaint

  Date:03/24/2025

  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.

  Currently in the process of filing for a transfer of funds. Really this issue started back prior to the company being Inspira Financial.I had separated from an employer who had a pension plan in place back in October 2023. When I left I filled paperwork to transfer funds out. Around the same time I got notice that the company name was changing. As a result I was informed that additional paperwork would need to be filled out since the name was changing. Got paperwork filled with information of my *** account I wanted it transferred to and thought all was good. Come to find out in Fall of 2024 this had never happened and I got paperwork for my account including "Service Fees" on this account that I wanted to have closed anyway. On the phone with a customer service representative and my individual financial advisor I was informed to fill out a transfer form which was completed with all documentation listed. Sent it in and got a response about 4 weeks later that this was not the correct form. Que back and forth and an update of "here is the correct form to complete."Filled out this new form and surprise, surprise it was "incomplete" and needed additional info requiring it to be filled out yet again. At this point my financial advisor decided to take it on himself and the brokerage firm to help complete paperwork as we were advised we could use their paperwork for external transfer out. With the checklist in hand we filled the third party paperwork and again got it rejected after some back and forth. Recent phone call suggests that we were missing a Social Security Card attached to the form for identity verification. Not in the checklist we were given. I want my money out. Technically should have market growth rate over the nearly year and half period and not just cash interest as well. However felt the need to report as this process feels like a "drag you along for enough time you will give up on your money" kind of process to me.

  

  Business Response

  Date: 04/08/2025

  Hi *********,
  

  Were glad we were able to reunite you with your retirement funds.
  

  Inspira Financial provides automatic rollover *** solutions to employers and retirement plan providers with missing or nonresponsive participants. We connect with rolled-over participants and reunite them with their retirement funds. As part of this process, the employer plan directs the establishment of **** for the benefit of the former participants.
  

  Your former employer directed the rollover of your funds into an account at Inspira in January 2024 on your behalf. Were sorry to hear your previous employer was unable to process your directed transfer prior to the rollover to Inspira; however, you should have received welcome communications from us once your account was established.
  

  When you contacted us in October 2024 and again in February 2025,we provided transfer instructions which detailed the transfer process including what pieces of personal information would be required to be listed on the receiving custodians paperwork. However, when we received the transfer paperwork from your chosen successor custodian on February 25, some of the required personal information was missing, which is why we sent communications and requested additional documentation.
  

  One of our client service representatives attempted to contact you to discuss your account. We have reviewed your request and were able to validate your personal information. Your transfer was processed as directed,and a check representing your funds was sent via overnight ***** on Friday and delivered on Monday, April 7. Please contact us directly if you have any questions or if we can provide further assistance.
  

  Sincerely,
  Inspira Financial

  Customer Answer

  Date: 04/09/2025

   
  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:03/24/2025

  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.

  On February 24, 2025 my Dentist, **** Dentistry, via SQUARE, issued a refund to my HSA mastercard for $115.20. That transaction shows as completed on March 3, 2025. That money is not in my account. I have contacted Inspira on 4 occasions about this. The first was on 3/3/2025. via phone, where I was told they didn't see it, but it could take a few days, the 2nd was via their email function from the app on March 18, 2025, and received a reply on March 20th that the payment was processing. The 3rd was on March 21, 2025, to which I received a reply of, "The provider who issued you the refund will have to look into that further to verify why it did not go through. Refunds take 5 business days to post to your account. Contact the provider and have them look into this further for you". I attempted to call on March 24th, was told I reached the wrong person, who then transferred me to a call center, where the representative couldn't find my account even after giving my name and card number. Square has requested that Inspira contact them, but Inspira refuses to. Square can do nothing further, as the payment shows as completed, but I do not have my money. Inspira is obviously unwilling to help me, and is now in possession of money that belongs in my *** account.

  

  Business Response

  Date: 04/01/2025

  Dear Jan,
  

  Inspira Financial is in receipt of the complaint you submitted to Better Business Bureau. We understand your complaint concerns a missing refund and your experience with contacting our call center about your ************** Account (HSA).
  

  Wed like to extend our most sincere apologies for the confusion and frustrations youve encountered. That is certainly not the experience we want for our accountholders.
  

  On 3/25/2025, a ticket was created for the $115.20 provider refund. The refund came through to us, but did not post to the account correctly.We were able to expedite this ticket for you. On 3/27/2025, the ticket was completed. The $115.20 refund posted to your account and has been added to your HSA balance.
  

  This refund brings your available balance to $643.40.
  

  Also, we will be reviewing your recent interactions with us and will provide feedback to the Support Specialists you spoke with to continue to improve our service.
  

  Thank you for your time and efforts, and please don't hesitate to reach out in the future with any further issues.
  

  Sincerely,
  Inspira Financial

  Customer Answer

  Date: 04/02/2025

   
  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. What they left out was that my employer contacted them on the 25th as well, to ensure this was taken care of. I do not believe they are being honest about how this was handled, nor do I think I would have gotten this taken care of without it being escalated. There is no escalation process within Inspira, rather, you are forced to escalate elsewhere to get anything done. 
  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:03/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My employer uses this company for their FSA. I have repeatedly had purchases for medical expenses denied by this company. I have submitted the requested itemized invoices for my purchases. I used this card to pay my ****** as well as expenses from tests and procedures. I have also attempted to use my card to pay for needed medications and the purchase was denied at the pharmacy. I was instructed I needed to provide itemized bills which I have done multiple times. I had also spoken with several people last year about this issue. All the kept saying is the needed the itemized bills. I don't know how many more times they want me to send them in. I ended up having to mail them in because their system was unable to handle the size of the files I was attempting to upload. At this point I am ready to contact a lawyer to start legal action against them. This is a horrible way to run a business and treat your customers.

  

  Business Response

  Date: 03/25/2025

  Dear Geneva,
  

  Inspira Financial is in receipt of the complaint submitted to the Better Business Bureau. We understand your concerns about your Flexible Spending Account (FSA) and your experience with submitting documentation. Thank you for bringing your concerns to our attention.
  

  In review of your account, we see there is a debit card transaction of $215.00 from 04/06/2023 that we have requested documentation for. The documentation we received showed dates of service from 2022 and did not show the $215.00 charge. This led us to deny the expense which made the account go into overpayment status.
  

  If this $215.00 transaction was for a date of service that occurred within 01/01/2023-12/31/2023,we will need the correct documentation with the criteria explained below to confirm its eligibility.
  

  If the expense was truly from a prior plan year, the account will need to refunded since these accounts can only be used for dates of service within the plan year.
  

  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.
  
  To refund the account, please send a check or money order to the following address. Include your name, last 4 digits of your social security number, your employers name, and a description of what the refund is for.
  
  Inspira Financial
  PO Box 8396
  ***************-0396
  

  Once this overpayment has resolved, your debit card will be reactivated.
  
  Second, wed like to explain the recent denials on your account.
  
  The claim filed on 02/17/2025 for $110.14 from the date of service 11/05/2024 has been denied as a duplicate claim. This claim with the same amount and date was filed on the same day and was reimbursed to you on 2/27/2025.
  
  Your claim for $110.14 from the date of service 10/19/2024 that was filed on 2/21/2025 has been denied as well. The documentation submitted on 02/21/2025 shows the autopay information but it shows dates of service starting in 2023 and this account cannot be used for prior plan year expenses. We are happy to reprocess this claim if you were to submit documentation showing the service this $110.14 went towards with the criteria listed below.
  
  Below is more information about why we need documentation and the criteria that must be included.
  

  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 ******** 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.
  

  To offer more information on why substantiation is required to use the funds, weve 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 *********. - ******************************************
  

  Wed like to make sure you are aware your plan allows until 03/31/2025 to file claims for the remaining 2024 balance of $1,783.86. A carryover of $640.00 has already taken place which can be used for 2025 dates of service.
  

  If you do not file any claims by 03/31/2025 for eligible expenses that incurred within 01/01/2024-11/10/2024,the remaining balance will be forfeited due to IRS Publication 969.

  Your employer, not Inspira, determines what to do with the forfeited funds in compliance with ***** and IRS guidelines. To offer more information on how the plan structure, weve included a link that further explains which can be found on page 17. ****************************************
  

  We apologize for any inconvenience youve experienced. We hope this information explains what occurred with your account and the steps needed to resolve the overpayment. If you have any further questions or concerns, please dont hesitate to contact us.
  

  Sincerely,
  Inspira Financial

• Initial Complaint

  Date:03/18/2025

  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.

  After my former employer transferred my *** funds to Inspira Financial, I attempted to contact Inspira Financial numerous times in order to have the check issued to me for $2247.53 They have advised me to call Fidelity to get more information from them, which I have done multiple times and relayed said information only to be told they (Inspira) still can't release the money with no other explanation other than to call back at a later date. The date of the transfer was 1/27/25 and is now 3/18/25 with no resolution, I would like a check for $2247.53 mailed to me as soon as possible.

  

  Business Response

  Date: 04/01/2025

  Hi ****,
  

  Were glad we were able to connect with you and reunite you with your retirement funds. Although your former employer and plan recordkeeper sent funds to Inspira at the end of January, they did not provide participant information or direction for how to establish **** and allocate funds. We received the required information on March 21, and your account was established and funded the following business day.
  

  Thank you for taking the time to discuss your account with us. Your distribution has been processed and a check representing your funds has been issued via overnight ****** Please contact our client service representative directly if you have any questions regarding the distribution or if we can provide any additional assistance.
  

  Sincerely,
  Inspira Financial

• Initial Complaint

  Date:03/18/2025

  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 retirement funds were transferred to inspira without my permission. I have been trying to get my money direct deposited to me for a week. Everytime im told this is all we need they find another reason to not send me my funds. Whether it is they don't do business with the two banks that I currently do business with or THEY sent me the wrong form I attempted three times to complete the form online also and it locked me out of my ability to edit information. I have been promised a rush last Wednesday and still no funds. I want MY money illegally. I ****** about to suffer financial setbacks because of inspiras games if I don't have my money in the next 24 hours I will pursue all legal remedies available to me.

  

  Business Response

  Date: 03/28/2025

  Hi *******,
  

  Were glad we were able to connect with you and complete the processing of your distribution.
  

  Inspira Financial provides automatic rollover *** solutions to employers and retirement plan providers with missing or nonresponsive participants. We connect with rolled-over participants and reunite them with their retirement funds. As part of this process, the employer plan directs the establishment of **** for the benefit of the former participants.
  

  Your former employer directed the rollover of your funds into an account at ******************** on February 27, 2025, on your behalf. You should have received a communication from your former employer prior to the rollover giving you the opportunity to distribute or transfer your funds to another custodian if you did not wish to transfer to Inspira. You also should have received welcome communications from us once your account was established providing you with details regarding the rollover and your options for managing your funds.
  

  Thank you for completing the process to take control of your account earlier this month. We received your initial distribution direction on March 13; however, the recipient financial institution you directed does not participate in the industry-standard fraud prevention network used by Inspira to verify bank account information. Without this process, we were unable to verify that the bank account belonged to you, and as a result, we were unable to send your funds directly to that bank account.
  

  We received your following distribution direction on March 14, and your distribution was processed and an ACH representing your funds was issued on March 18. Please contact us directly if we can provide any further assistance.
  

  Sincerely,
  Inspira Financial

• Initial Complaint

  Date:03/16/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is reference multiple Healthcare *** benefit claims that were denied by Inspira Financial based on information that was not disclosed to me as the consumer. According to my personal consumer information provided on the Inspira Financial website (attached for reference), I was advised that I had $2,000 available to spend on *** purchases before December 31, 2024. The account information does not disclose any requirement for funds to be spent before March 18, 2024, which I was informed of only on January 9, 2025, after contacting Inspira reference my claim status. Based on the disclosures on my account provided directly by Inspira, I was within the stated timeframe to utilize these funds by December 31, 2024. When the company displayed funds availability of $2,000 to be used prior to December 31, 2024 and later denies the claim stating the funds were only available until March 8, 2024, it constitutes a violation of customer rights. A customer relies on the available funds information when making *** purchases and rely on the information to make informed financial decisions, and retroactively denying coverage after showing the funds available is both unethical and deceptive. I filed official appeals to the denied claims which the company has not responded to. Please let me know if any further information or documentation is needed to support my appeal. Thank you for your time and attention to this matter.

  

  Business Response

  Date: 03/18/2025

  Dear Justinya,
  

  Inspira Financial is in receipt of the complaint you submitted to Better Business Bureau. We understand your complaint concerns the period of coverage under Healthcare Flexible Spending Account (HCFSA).
  

  Wed like to extend our most sincere apologies for the confusion and frustrations youve encountered. That is certainly not the experience we want for our accountholders.
  

  Though these are your funds to use for health expenses, and the claims submitted may have been used for eligible types of services, 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. Part of this would include only allowing services incurred during your period of coverage to be reimbursed.
  

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

  Our records indicate that your period of coverage for last year was 01/01/2024 - 03/18/2024. This can be due to several factors such as termination of employment, a change in insurance coverage, un-enrollment as a result of a life changing event, etc. Either of these scenarios would terminate the coverage period, and any expenses or services after that date would be ineligible.
  

  Because of this, the claims you submitted for February of 2024 were approved and reimbursed, while the claims for services from 03/27/2024 12/31/2024 were denied.
  

  For services incurred between 01/01/2024 - 03/18/2024, you still have until 03/31/2025 to submit claims for them. To reimburse for any other service outside this period, we would need to be updated through the plan sponsor.
  

  Thank you for your time and efforts, and please don't hesitate to reach out in the future with any further issues.
  

  Sincerely,
  Inspira Financial

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23073460
  
  I am rejecting this response because: 

  Although Inspira Financial is quoting IRS regulations, that does not justify the non-compliance of their customer dashboard. If the funds were indeed required to be used prior to March 18, 2024, the customer dashboard (proof attached to the initial complaint) should have accurately reflected this deadlinewhich it failed to do. The information presented to me, the consumer, explicitly indicated that the funds were eligible for use until December 31, 2024. This constitutes a material misrepresentation on Inspira Financials part, as they provided inaccurate and misleading information. Their failure to display the correct deadline on the customer dashboard and the dissemination of incorrect information demonstrates a lack of due diligence and compliance with applicable regulations.
  

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

  

  Business Response

  Date: 03/21/2025

  Hello *******,
  

  Thank you for providing further details of your concerns and offering clarification of where the confusion was arising.
  

  The date reflected online for the Last day to spend funds was always plan specific and was never account specific. What this means is that the date within that section is the general date for the plan for all employees who are active in the plan. For this reason, it never changes and will always display the same dates.
  

  Changes in employment status, including severance of employment or change in insurance coverage, will impact this date due to plan sponsor regulations. These changes wouldnt be reflected online, as the information online would still be plan specific.
  

  We apologize again for the inconveniences and frustrations youve endured as a result of this confusion, and we look forward to continuing to assist you as we administer your account. 

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23073460
  
  I am rejecting this response because:

  It appears there is still a lack of clear reference to the consumer regarding the Last day to spend funds. While you indicate that this date is plan-specific rather than account-specific, this distinction is not explicitly stated in the information available to the consumer. Furthermore, there is no clear disclaimer or reference indicating that the displayed date is plan-specific and may not reflect individual employment-related changes. Including such a clarification would help ensure consumers are properly informed regarding their actual spending deadlines.

  Sincerely,
  

  ******* *******

• Initial Complaint

  Date:03/15/2025

  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 worked for a company that offered me a retirement *** with millennial trust . I left that company and millennial trust is now Inspira financial. I honestly don't know what happened. I've been trying to get my money out of Inspira several times . I can't reach them they never are available for service. I received a letter from them telling me that they been charging me for services that I never wanted but apparently it's part of there operating procedures. They won't let me access my account they won't let me get my money but they had it for years and it's only going down . It's not a lot of money but it's mine and they have it . I don't care if it's 10 dollars I want it back and want nothing to do with this company. Please can you help me.

  

  Business Response

  Date: 03/31/2025

  Please see the attached response. 

• Initial Complaint

  Date:03/12/2025

  Type:Delivery 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 is attempting to verify a former address from an unknown year that they wont tell me in order to authenticate an account, despite being provided with every other piece of information, including SS #, Date of Birth, Legal Name, Current Address, Phone #, etc. Multiple hour-long conversations have yielded no results and they are holding my *** funds hostage based on some address from years past. If I were a patient with Alzheimers or another memory-cognitive illness, there would be no ability to retrieve this information.

  

  Business Response

  Date: 03/14/2025

  Hi *****,
  

  Inspira is in receipt of the complaint you submitted to Better Business Bureau. We understand your complaint concerns accessing your ************** Account (HSA) and the address associated with your account.
  

  Thank you for bringing your concerns to our attention and for giving us the opportunity to review and assist you. We understand how frustrating it can be when youre unable to access your account and that is certainly not the type of experience we want our accountholders to have.
  

  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 in bringing them to our attention.

  Sincerely,
  Inspira Financial

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23055845
  
  I am rejecting this response because:
  
  The emailed response from Inspira gave me all the information I needed to track down what address they may have on file, provided in the Subject line of the email. This information of employment had consistently been held back from me on multiple phone calls to the Support/Supervision team. Their failed tactic of "account security" has severly backfired given that the email they sent to me included my former employment allowing me to deduce the year and address that would have been on my account.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 03/19/2025

  Hi *****,
  

  We apologize for any inconvenience you experienced when contacting our call center. Our priority is to keep our accountholders information secure which is why our Support Specialists could not provide you with account specific information over the phone without fully authenticating your account.
  

  Within our emails, we include the employers name that sponsored to plan to ensure we have the correct account for the accountholder. We are glad to know this helped you.
  

  Now that you have our email, please feel free to reach out in the future if you have any other questions or concerns. We appreciate your time, and we hope our email clarified the next steps for you.
  

  Sincerely,
  Inspira Financial

  Customer Answer

  Date: 03/20/2025

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