Complaints

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:02/07/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  HRC Claims that they paid me twice for the same claim. They are stating that they reimbursed my FSA (health debit card) for $132.09, and also, they sent me a check in the mail for the same $132.09. I have received the check; however, I have not received any reimbursement on my FSA card. They are now claiming they will not pay out any more money, specifically for my $593 that is due for my *-rays that I got last year, because I "owe them" the $132.09 back. I told them MULTIPLE TIMES that I do not see the reimbursement on my FSA card. They continue to claim that they have put it back on my card, but my balance IS STILL $0.00. I have contacted their customer service desk, I've contacted my HR department at my job, I've even contacted the broker team that works with my HR department at my job to figure this out. No one is giving me an answer, and nothing is being paid to my providers as needed. When I asked *** for a paper trail of the double reimbursements, they have not responded to me. They don't seem to be able to provide me the paper trail to show that I owe them money. I don't know what to do anymore because no one is giving me a response. No one is figuring this out, and my providers are still owed that money. I am not responsible for this because HRC covers my deductible. I now have 52 days left to get the * rays for the $593 covered and I'm running out of time. I'm sincerely so frustrated and I don't know what else to do. Please, investigate this company and their processes.

• Initial Complaint

  Date:01/24/2024

  Type:Customer Service 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’m a participant in this company’s FSA account. Firstly, they completely lost the letter of medical necessity that I provided to them with my private HIPAA and pertinent personal information on it. I was told a supervisor would call me back, as well as, my husband’s employer who also has a call into them about this. Neither of us have gotten a response back. Also, I have attempted to use the debit card that they provided to me, and it has been declined at point-of-sale. In my account, it states that my debit card is active though. Every claim that I have uploaded successfully, they have denied, sometimes, stating that they don’t have the receipt. Before I submitted every claim there is an option to view what you uploaded. I did that on every claim and submitted, and got the indication from the site that it had been uploaded and submitted successfully. Please read this companies Google reviews. I’m experiencing everything that all of these other reviewers have in addition to them losing my medical necessity form, which is HIPAA protected. I honestly do not understand how the state of New Hampshire allows this company to even do business.

  Customer Answer

  Date: 01/24/2024

  I want you to pursue action after this company. I apologize if I clicked the wrong link or place, but my intent is to absolutely file a complaint and follow through with your assistance to this company. Please advise.

  Business Response

  Date: 02/05/2024

  Good morning,

  I have researched ****** ******* account and reached out to J******* ***** about setting up a call to discuss what I found. *******r responded that she wanted me to call the President of the company and talk to him and she would not talk to me.  I did reach out to ***** ***** as requested and have been corresponding with him about the account.  I am waiting to hear back from him on one thing and then I can respond to this inquiry with more detail.

  Customer Answer

  Date: 02/05/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 2******** and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *****

  PS: I have made this company go through the president of my husband’s employer, because they’ve lost the HIPPA form that I provided, In addition to my form of medical necessity that I originally complained about to you. 
  

  This FSA account is in my husbands name as he is the employee. I have no rights to speak with them without that HIPPA form. Every bit of information that I have sent them, they have lost. Including the information I provided to have electronic deposits to put into my bank account. I just received two paper checks in the mail today.
  

  So please close this complaint, I am never using this company ever again. Thank you for all your help.

   

   

• Initial Complaint

  Date:01/23/2024

  Type:Billing 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.

  This company works with my employer to cover some of our medical expenses. We pay a certain deductible and they pick up the rest after the deductible is met minus co-pays. They are refusing to pay two visits to primary care physician on 10/17/24 and stated it was applied to my deductible, which was already met previously on 9/1/23. I spoke with a representative who agreed that it was incorrect and said it would be paid. It has not been and I have emailed and called and received another email response stating that it is correct and I do have to pay it. I have asked to speak with a manager and it be explained to me how that it is possible and no one will call or email back. The customer service at this company is one of the worst I have ever seen.

  Business Response

  Date: 01/23/2024

  Good afternoon,

  I have spoken with ****** today and went through her account online with her.  We reviewed the claims that add up to $500 that are applied towards her portion of the deductible and she is responsible for paying. We reviewed the claims that we have paid out once her $500 was met.  I did explain that they don't always go in order of the date received but in the order they are processed.  We did also talk about 1 claim that was denied as the health insurance carrier has reversed the claim.  HRC is not made aware of why but the explanation of benefits or c/s at the health insurance company will be able to provide her with more information as to how and why they processed the claim the way they did.  At this time the account is accurate and no changes need to be made.  ****** is going to reach out to the health insurance company and call me back if she has any additional questions.

  Thank you

  Laurie

   

  Customer Answer

  Date: 01/24/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******87, and find that this resolution is satisfactory to me. 
  

  Even though I am not complete agreement with the explanation, I appreciate receiving a response finally and will pursue further clarification on my end. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:12/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an HSA with HRC total solutions. I requested to transfer this account to ******** back in March and no one ever responded - they just held on to my money and would not get back to me (see attachment 1). The company closed my account, tried to transfer the money, and it never got there. After extensive follow up from me they were able to redeposit my money back into my HRC account and said they would re-transfer it. I believe they tried to do this again and it failed again - as the money is now back in my account, despite them not notifying me of this. They have not responded to my messages in months, and they have continued to charge me the monthly maintenance fee this entire time. I am unable to get this money out of my account, they are not getting back to me, and I have lost out on significant market gains during the two ~30-45 day periods where they were "trying to transfer the money". Overall, here is what I would like: - Prompt transfer of the entire amount to ********, with visibility into what's going on in the process and updates on when I can expect them to receive it - Reimbursement on the following fees: 1) monthly fees since March (when I first requested to close my account) - $2.95/month, 2) the $10 "account setup fee" from 9/15 - which I assume is a fee they charged me to redeposit the money they lost back into my account due to their error, 3) the $25 closure fee from July - since they did not in fact close my account, and 4) any other unfounded fees that they have charged me since March due to their own errors - Reimbursement for - An overview of how my account would have performed had the amount been invested the entire time, and recompense to make up for any loss here

  Business Response

  Date: 01/08/2024

  Good afternoon,

  The initial request for transfer was not in March but back in March and ****** called Customer Service to see how she can transfer the amount out of her account. She was provided the information needed but didn't complete the form and return it to us until July 10,2023. The same day she sent in the request a transfer was initiated to ******** (This is in the form of a check). The check was cut and sent 7/13/2023.  ******** did reach out to Customer Service on 7/26 but we advised ******** to reach out to the consumer and have ****** contact us for her distribution details as we cannot share that with ********. Customer Service then communicated with ****** back and forth for over a month from 7/31-8/24/2023. To which then a request was made to research the ******** check that was sent to see if it had been cashed. The research was done 8/24/2023 and a request went back to the consumer regarding whether she would like us to stop payment and reissue the check since it hadn't been cashed at that time. The stop payment/ reactivation of the account/ moving of monies at the bank then all took place 8/25-9/12/2023.  From 9/14/2023-10/4/2023, ******** account reflected a completely different amount than the original request of transfer and for documentation purposes we need confirmation from her that this was still okay to process.  She had moved her money around which messed up the process as she moved the monies to investments in the amount of $5740. On 10/5/2023 she requested the remaining amount transferred and on 10/9/2023 the transfer amount was processed.  On 10/10 she asked for the $2 fee to be adjusted since she was charged already. The reversal distribution didn't go through on the initial request of the $2 fee so it was reversed back and adjusted.  We are not able to refund any fees for the account or compensate for any loss in investments. 

  Thank you