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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/12/2023

      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.
      On 11/28/2023 I submitted a request for reimbursement via ACH to my Bank. Today 12/12/23 I still have not received it. According to the BenefitWallet website allow 5 to 7 business days for your payment to reach you. Today is 11 business days (9 excluding the day submitted and the current day). I wrote a note to BenefitWallet on 12/9 asking for an update. On 12/12 (today) I got a reply that told me I had to call them. I immediately called and after explaining the situation I was told I need to wait another 3-5 business days. The excuse I was told was that BenefitWallet had security concerns. I was never contacted about those security concerns. And somehow BenefitWallet resolved those security concerns WITHOUT contacting the customer. This delay is unacceptable.

      Business Response

      Date: 12/18/2023

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

      We apologize for the delay of your reimbursement and for any inconvenience this may have caused.For security purposes, a transaction submitted online may be flagged by the system as suspicious. When this happens, the transaction is put on hold and released after the transaction is deemed as valid. A manual review of the transaction may also be done before the transaction is released. After account review, we show that your transaction was deducted from your HSA on 12/13 and should be posted in your personal account in 3-5 business days.

      Respectfully,
      The BenefitWallet Team

    • Initial Complaint

      Date:09/28/2023

      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 enrolled in the BenefitWallet HSA with my previous employer **************************, while out of state working for ************************* lost my wallet in which my HSA card was in. I have been trying to get a replacement card so that I can use it to pay for medical expense. I have contacted the company several times and have verified my social security number, my old and current address, drivers license number, all to be told that I have failed the verification process. I then had to take a copy of my social security card, drivers license, proof of residence, complete a notarized document they sent me, overnighted it to *** only to be told that never received it and I still cannot pass the verification process to access my account, request a new card, or update my personal information.

      Business Response

      Date: 10/10/2023

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

      We apologize for any inconvenience this may have caused you. However, we are unable to locate an account based on the information provided. We have arranged for someone to contact you and discuss your account or provide you with the options on how your identity can be authenticated for security purposes.

      Respectfully,
      The BenefitWallet Team

    • Initial Complaint

      Date:09/26/2023

      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.
      My daughter went to the dentist on May 10, 2023. Delta Dental denied the claim because she was dually covered by Guardian, her dads insurance. I was told by benefit wallet to submit a receipt and I did. They denied the claim and told me to submit an ***. Well, the *** says my daughter received $1300+ dollars in services, but delta paid zero and I paid zero. I explained the dual coverage and they asked me to contact the dentist to get a more detailed receipt and I did. The claim was denied. I called a 3rd time. I was told to submit another form. I did. The claim was denied a 4th time. Each time I call (now 6x total), I do what they ask and the claim is denied. I no longer have access to my HSA card due to their denial of the claim. Im unable to access my own money. I pay directly into my HSA account from my paycheck.

      Business Response

      Date: 10/10/2023

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

      We apologize for any inconvenience this may have caused you. We have arranged for someone to contact you to clarify your claims.

      Respectfully,
      The BenefitWallet Team

    • Initial Complaint

      Date:09/16/2023

      Type:Billing 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 contacted me and told me that I had a balance in my account that I needed to claim before the funds were dispersed to the government. I did not realize I even had funds in the account since I have not used the insurance provider associated with BenefitWallet in a few years. I opted to withdraw the funds since I no longer have an insurance carrier associated with BenefitWallet and called the company to set up the withdrawal. After calling back and forth and waiting weeks for them to mail me a code to get into my account, I am still locked out and unable to withdraw the money from my inactive account. I was told twice that I would receive a letter in the mail to give me access to my account since I no longer have the debit card associated with it, but I have yet to receive any letter and am still unable to withdraw the funds.

      Business Response

      Date: 09/22/2023

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

      We apologize for the inconvenience this may have caused you. When an account becomes dormant, a notice of inactive account is sent to the last known address advising the member that the funds will soon be sent over to the state. This will give the member time to take action on their account to either withdraw and close or keep the account open. Based on our record, you have already called the contact center and your account has been flagged, so no changes will be made until you reach out again and request these changes after you can authenticate. In the meantime, you will need to wait for the verification code to arrive and call us back so we can assist you further.Our hours of operation is from 8AM 8PM EST on weekdays and 9AM 6PM EST on weekends.

      Respectfully,
      The BenefitWallet Team

      Customer Answer

      Date: 09/22/2023


      Complaint: 20613425

      I am rejecting this response because:

      I have called twice to receive the verification code and it has been over a month since my initial call. Both times I was told Id receive the code within ***** days but it has now been much longer and I have not received the code.

      Regards,

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

      Business Response

      Date: 10/03/2023

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

      We apologize for the delay. Verification codes are sent by regular mail and we do not have control over the mail once it has been sent out. In the interim, you can send in a notarized Update Mailing and Email Address form, which has been sent to the email address you provided to the last representative you spoke to. Once we receive the notarized form, we can bypass the additional piece of authentication so that the contact center can further assist you.

      Respectfully,
      The BenefitWallet Team

    • Initial Complaint

      Date:08/16/2023

      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.
      BenefitWallet lost my deposit earlier this year. They withdrew money from my bank account without depositing anything into my HSA account. Money was withdrawn from my bank account on 1/20/2023. It was finally deposited into my account on 2/27/2023. This deposit was for $1,663 and was specified to be for tax year 2022. BenefitWallet lost my original transaction information, and recorded this deposit to be applicable to tax year 2023. BenefitWallet should reclassify this transaction as a tax year 2022 contribution, since this was what was initially specified on 1/20/2023.

      Business Response

      Date: 08/22/2023

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

      We apologize for any inconvenience this may have caused you. We had some system outage earlier this year causing for transaction to post later than usual. After account review, the deposit that was posted on 02/27 is already coded as prior year 2022 contribution. You may also check this online at mybenefitwallet.com.

      Sincerely,
      The BenefitWallet Team

      Customer Answer

      Date: 08/22/2023


      Complaint: 20480470

      I am rejecting this response because:

      I see that the tax year has been switched to 2022 for this transaction, thank you. This will help in the fact that 2023 tax year contributions won't be overstated. However, I believe you will need to submit a corrected ****-SA form. This form still states that my 2022 tax year contributions totaled $1,278.60, this does not reflect the $1,663 contribution in the aforementioned message. 


      Regards,

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

      Business Response

      Date: 09/06/2023

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

      We apologize for any inconvenience this may have caused. We would need to submit a request to *** Mellon to send you the amended tax form.We have scheduled someone to contact you to assist in submitting the request.You may also call us at ************. We are open on weekdays from 8AM 8PM EST and on weekends from 9AM 6PM EST.

      Respectfully,
      The BenefitWallet Team

    • Initial Complaint

      Date:08/07/2023

      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.
      My card is listed as "BLOCKED" on the website. I have not been able to get ahold of anyone to find out what that means. I know my current card expires in September but I don't believe that is the problem. I need a new, usable, card sent to me. And an explanation of why my card is blocked. I have received no correspondence from BW.

      Business Response

      Date: 08/18/2023

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

      We apologize for any inconvenience this may have caused you. For the security of your account, your debit card may be blocked if the system flags a transaction as suspicious. We have scheduled for a supervisor to contact you and address your concerns. Thank you for reaching out.

      Sincerely,
      The BenefitWallet Team

    • Initial Complaint

      Date:07/12/2023

      Type:Billing 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 trying to cancel my account. I have been on hold for 90 minutes with no customer response.there is no section on the website explaining how to cancel the account i have not used the account for 5 years and have accrued maintenance costs over $200 I would like the funds on my account to be refunded to me. I have requested it multiple times thru reimburse myself and it has not been done

      Business Response

      Date: 07/18/2023

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

      We apologize for the unsatisfactory service you received. Our records show that the balance on your account was deducted 07/12 and you should receive it in 3-5 business days on your designated bank account. Please give us a call at ************ during our business hours from 8AM 8PM ET on Mondays to Fridays and 9AM 6PM ET during weekends once you receive the funds so we can formally close your account.

      Sincerely
      BenefitWallet Team

    • Initial Complaint

      Date:07/07/2023

      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.
      Was required to pay $720 dollars for an *** on the date of service in March and used my *** card for the transaction. After insurance processed the claim I actually should have paid $485.10. Insurance and BenefitWallet notified me of this in May. Doctor ****** won't refund for **** weeks by check only. Benefit Wallet turned off my debit card for repayment amount a week later. Repayed balance on June 29 and additional $10 on July 5th. Card still isn't activated after multiple calls.Card was suspended for no fault of mine. I paid the *** what I was told I owed. I also cannot control the refund policy of the doctor ******. BenefitWallet lies to consumers about who is ultimately responsible for *** adherence and improperly uses the debit card against consumers.Even with $1000+ in the *** and a debit card I am forced to pay out of pocket and wait for reimbursement which is painfully slow, requires internet access, and isn't easily navigable. All because I followed the instructions of my health provider and paid what was required to obtain service.I should have been allowed a grace ****** to receive the reimbursement and apply it to my account. Instead, I was either left without a debit card to access my funds, or forced to pay out of pocket. And even if the amount was never repaid, I would have been forced to claim it as income to the *** and BenefitWallet would have had ZERO impact.Their policies are draconian, serve no purpose other than to strong arm customers, and create hardship and financial loses.

      Business Response

      Date: 07/26/2023

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

      We apologize for the unsatisfactory service you received and for any inconvenience this may have caused you. After account review, your claim was flagged as ineligible since a portion of the claim is covered by your insurance. Based on the account rules, your debit card is scheduled to be suspended 15 days after your claim is flagged as ineligible. Your debit card has now been reinstated and should be ready for use. If you have other inquiries, you may give us a call at ************ during our business hours from 8AM 8PM ET on Mondays to Fridays and 9AM 6PM ET during weekends.

      Sincerely,
      BenefitWallet Team

      Customer Answer

      Date: 07/29/2023


      Complaint: 20288945

      I am rejecting this response because:

      Instead of explaining their actions, why they locked my debit card, and why they take days to resolve locked debit cards, they are simply reiterating their policy which per my initial was already well understood. This is not a resolution but instead the same lack of customer service I've received every time I've called them for assistance. 

      Furthermore they consistently state their actions are the law, but reimbursement details from the *** are not a regulation (in fact the regulation for this was proposed and never promulgated).

      Furthermore, had I submitted the original receipt for the $700 charge from the ******* ********************** would have illegally substantiated the claim. Instead, I always wait until EOBs are received and by doing the right thing in this instance I am punished by ********************** thru deactivation of my debit card through no fault of my own.

      Regards,

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

      Business Response

      Date: 08/03/2023

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

      We apologize if the response does not meet your expectations. We have scheduled for a supervisor to contact you and address your concerns.

      Sincerely,
      The BenefitWallet Team

    • Initial Complaint

      Date:05/19/2023

      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 have been trying to get reimbursed for childcare expenses from my ************** Account. I upload the receipts from my child's after-school program and they deny it, wanting the childcare provider to fill out their form with signature and the providers EIN/ TIN. Fine, I do that for my son's day care provider and they DENY the claim. SO, my DCA is just inaccessible? I have no idea what they want. But I know I do want to be reimbursed for my childcare expenses that are 100% valid and fall within the guidelines. Getting someone on the phone that can help is a joke! My employer used WageWorks last year and I NEVER had a problem getting my re-imbursements.

      Business Response

      Date: 05/24/2023

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

      We apologize for any inconvenience this may have caused you. Upon account review, were showing a claim that has been approved and is now pending reimbursement. This will be reimbursed once your balance is deposited on your account. There are also claims that are appearing as denied;these claims still require additional documentations. If you need more clarification, you may call ** at ************ we are open from 7AM 7PM PST.

      Sincerely,
      The BenefitWallet Team

    • Initial Complaint

      Date:04/18/2023

      Type:Product 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 submitted a transaction at the beginning of the month to have money transferred from my HSA to my checking account on April 12. It is now April 18 and it still says processing. Really???? Most organizations can transfer funds same day. After 5 business days I expect the transaction to be processed. I tried sending an email. No response! Called this morning and had to hang up after being on hold for an hour. Now on hold again, so far for 45 minutes. Benefit Wallet is the worst!

      Business Response

      Date: 04/25/2023

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

      We apologize for the delay of your reimbursement and for any inconvenience this may have caused.For the security of your account, transaction submitted online may be flagged by the system as suspicious. When this happens, it will put the transaction on hold and will not be released until we receive a confirmation from the member that it is a valid transaction. Our records indicate that your reimbursement was deducted from your account on 04/24. You should receive this in your personal bank in 3-5 business days.

      Sincerely,
      The BenefitWallet Team

      Customer Answer

      Date: 04/25/2023


      Complaint: 19952277

      I am rejecting this response because: I was transferring money to the same account that I have been transferring money into for the past three years.  What about that is suspicious? And why wasn't I notified that the transaction was flagged? If I hadn't called and waited on hold for 90+ minutes, how would I have known? And why does it take 3-5 days to transfer money electronically? Electronic transfers are usually done in one day.  Overall this has been a terrible customer experience.



      Regards,

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

      Business Response

      Date: 04/27/2023

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

      We apologize for the unsatisfactory service you received.We recently had an outage affecting our online transaction including reimbursement. While we exert all effort to have everything done in a timely manner, there have been some delays in contacting our members regarding flagged transactions. Our reimbursement process via Automated Clearing House may take additional time compared to a regular wire transfer. Your feedback will be taken into consideration for us to serve you better.

      Sincerely,
      The BenefitWallet Team

      Customer Answer

      Date: 05/01/2023

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      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.

      Regards,

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

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