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Business Profile

Health Savings Administrators

BenefitWallet

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health Savings Administrators.

Complaints

This profile includes complaints for BenefitWallet's headquarters and its corporate-owned locations. To view all corporate locations, see

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BenefitWallet has 4 locations, listed below.

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    Customer Complaints Summary

    • 111 total complaints in the last 3 years.
    • 6 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/18/2024

      Type:Product Issues
      Status:
      Unresolved
      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 acct with this **********************, I do not use this anymore and forgot about. There was a small amount in this account (********** I sent them a message asking how to close this account and get the amount paid out. The business did not respond and went back to the website and found out I can have them issue a check to me. They did, the check bounced and my bank charged me a $10 fee. Also I received a letter from this busyness stating that they will charge me $12.68 (the remainder of my balance) as a 'service fee'. I am seeking a refund for my balance plus the bank fee the bad check.I'd also like a recommendation from BB for legal action to take against this company.

      Business Response

      Date: 03/04/2024

      **************,

      We understand how upsetting it must be to have your check returned. Our records indicate that you issued the check online on 01/13 but only attempted to cash it on 02/06. Your check was returned due to insufficient funds. January monthly maintenance fee has been deducted on your account on the last ********************** day of the month. At this time,your account is being scheduled to be transferred to Health Equity along with the remaining balance of your account. A debit card from Health Equity was mailed on the week of 02/12 which will allow you to access your balance once transferred by 03/08. If you have not received this, you may call Health Equity at ************

      Sincerely,
      The BenefitWallet Team

      Customer Answer

      Date: 03/06/2024


      Complaint: 21310985

      I am rejecting this response because: I cashed this check ONE WEEK after I received it. Your assumption is wrong and you failed your customer. Just try some honesty towards your customer. If this was a larger amount, you'd find yourself in court.

      Regards,

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

    • Initial Complaint

      Date:02/14/2024

      Type:Order Issues
      Status:
      Answered
      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.
      BenefitWallet continually denies reimbursement claims and states a different reason every time. The newest is that the receipt for my sons daycare isnt signed. Its a receipt, there is nothing to sign and a signature is not listed on the required items.Further, its the same daycare and receipt form that has been submitted for the last two years.

      Business Response

      Date: 03/01/2024

      **********,

      We have reviewed your claims and have confirmed that they were processed correctly. We have arranged for someone to reach out to you for assistance in your account.

      Sincerely,
      The BenefitWallet Team

      Customer Answer

      Date: 03/06/2024


      Complaint: 21290855

      I am rejecting this response because:

      They only processed my claims AFTER I filed a complaint with the better business bureau.

      Regards,

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

    • Initial Complaint

      Date:02/12/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have submitted a claim with benefit wallet which says was approved on 1/15/24. I checked app and says a total of $4086 was paid which I never received. I have been trying to get ahold of someone for the past 3 weeks and no one answers. I have been on hold for up to two hours and not got ahold of anyone. I have emailed and only got an auto reply telling me to call the same number I have been calling.

      Business Response

      Date: 06/05/2024

      Dear **************,

      Per review of your claims history, there are no claims received or processed. 

      Since then, your account balance transferred to HealthEquity in March 2024.

       

    • Initial Complaint

      Date:02/12/2024

      Type:Product Issues
      Status:
      Answered
      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.
      All of 2023., I saved money in Benefit Wallet to cover dental and Vision expenses. I could never get a claim filed, they Still have my money, I have a March deadline to use money from 2023, but I am unable to file a claim. The website has my account inactive with $600 as a balance, I can never get a person on the phone. When attempting to call and asked to enter thelast 4 of social security number, I get a message saying it's invalid. This company is the worse, and is attempting to keep my money.

      Business Response

      Date: 03/01/2024

      ****************,

      We apologize for any inconvenience this may have caused you. This is a busy time of the year and we are receiving high call volume. Hold time may take longer than usual. You can file a claim by logging in online at mybenefitwallet.com even if your account shows inactive as long as the service was incurred during your active plan year. You can click File A Claim from the home page and include an itemized receipt of the service you want to get reimbursed for. . If you need further assistance, you may call us at *************, our hours of operations is from Mondays to Fridays, 8AM 8PM ET and weekends, from 9AM 6PM ET.

      Sincerely,
      The BenefitWallet Team

    • Initial Complaint

      Date:02/08/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 can not even get a hold of Benefit Wallet customer service. I was locked out of my account 9 days ago. An hour on the phone with **************** could not get me signed back into my account. ******* could barely speak English but finally said something about filing a website case & that I should call back ***** business days, then 5 days. ***** business days, 5 days. It made no sense. Calling now 9 days later to try again to access my account I can not even get anyone to answer the phone. I was on hold yesterday -the call back system just puts you on hold a second time. I got no one. And today I just held for 3 1/2 hours & gave up. I cant file my taxes until I can access my account statements. This is not the first time Ive had outrageous service from Benefit Wallet.

      Business Response

      Date: 06/05/2024

      Dear. ******************,

      We see that you spoke to the BenefitWallet call center on 2/13/2024 and they walked you through the website and they provided you with a security code. It appears that your issue had been resolved.

      Since then, your account balance was transferred to HealthEquity in April 2024.

       

       

    • Initial Complaint

      Date:02/07/2024

      Type:Product Issues
      Status:
      Answered
      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 tried for 2 years to get a debit card or check blanks for my HSA and they have mailed me my security code and when I call them back, they never mail my card out. Now they put me on hold for 3 hours and after 2 hours, I always loose them . I have even sent them registered letters that they have to sign for and they still will not send me a debit card! I even enclosed the original security sheets they had mailed me. I appreciate any effort you can try as I do not know how else to go at this point! Thank you very much , ***** *********

      Business Response

      Date: 06/05/2024

      Dear **********************,

      We see that you spoke to the BenefitWallet call center in January 2024. Outbound calls were attempted on 2/09/2024, 2/15/2024, and 2/16/2024. The call center was unable to leave a voicemail for you each time.

      Since then, your account had transferred to HealthEquity in March 2024.

       

    • Initial Complaint

      Date:02/06/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      When opening my HSA account, I was asked to upload verification of my identity. I submitted all required documentation on January 23, 2024 before the start of a new month. Two weeks later, BenefitWallet has not reviewed my documents and has frozen my HSA account. As a result, my employer cannot contribute to my account and I am footing medical bills out-of-pocket. When I called, the representative said that verification of documents typically takes 1-2 days and that they were not sure why mine hadn't even been looked at. 48 hours have passed since that call and no resolution has taken place.

      Business Response

      Date: 06/05/2024

      Dear ******************,

      We see you spoke to the BenefitWallet call center on 3/26/2024. The call center confirmed that you name update was processed successfully and that your new debit card was mailed you.

      Since then, your account balance was transferred to HealthEquity in May 2024.

       

       

    • Initial Complaint

      Date:02/05/2024

      Type:Product Issues
      Status:
      Answered
      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.
      As an HSA debit card account, they should approve all my charges unless they inform me or I do not have money in the account. They did not inform me and I had plenty of money in my account. Then they made me wait on hold for 2 hours and 30 minutes and then hung up on me.

      Business Response

      Date: 06/05/2024

      Dear ******************, we see your last call to the BenefitWallet call center was on 2/05/2024. You were informed that your expenses exceeded the daily. Since then, your account balance had been transferred to HealthEquity in May 2024. 

    • Initial Complaint

      Date:01/11/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 unable to file claims against my ************** Account because the company Benefits Wallet needs to send me a letter to verify the account. I am unable to get a customer service representative on the phone. I have attempted to call and have been left on hold for over an hour many times. I tried email and their response was to call again. I am currently on hold and have been for 50 minutes.

      Business Response

      Date: 01/24/2024

      **************,

      We apologize for the unsatisfactory service you received.This is a busy time of the year, and we are receiving high call volume. Hold time may take longer than usual. Our records indicate that you have already logged in and successfully submitted a claim. This claim was paid on 1/19/2024.This should post on your designated bank account within ************************** date from the issue date.

      Sincerely,
      The BenefitWallet Team

    • Initial Complaint

      Date:01/11/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 in a benefit health care spending account contracted out by my job however, no one ever answers the phone. I've called numerous times and different times. Each time holding on the line for over an hour. I cannot access my account nor use the *********************** if I can't access the website. The number associated with my account differs from my cell phone number. I cannot reach anyone on all of the numbers listed. I've emailed and was basically told I can't give personal information and that I have to talk to a customer service representative. I'm at a complete standstill.

      Business Response

      Date: 01/24/2024

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

      We apologize for any inconvenience this may have caused you. This is a busy time of the year and we are receiving high call volume.Hold time may take longer than usual. We have arranged for someone to reach out to you for assistance in your account. For future reference, BenefitWallet is open on weekdays from 8AM 8PM ET and weekends from 9AM 6PM ET.

      Respectfully,
      The BenefitWallet Team

    BenefitWallet is NOT a BBB Accredited Business.

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