Complaints

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

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• 

  BenefitWallet

  100 Campus Dr Ste 200 Florham Park, NJ 07932-1029

• 

  BenefitWallet

  150 Clove Rd Ste 5 Little Falls, NJ 07424-2139

• 

  BenefitWallet

  500 Ross St Ste 154-0510 Pittsburgh, PA 15262-0001

• 

  BenefitWallet

  200 Plaza Dr Fl 4 Secaucus, NJ 07094-3607

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:04/13/2023

  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.

  After trying for several weeks to receive reimbursement from my BenefitWallet HSA with no success, I have contacted my human resources department. This is the third time in as many years where I have sought reimbursement for legitimate medical expenses where I have to call, call, and call again. Today's "reason" for not sending me my funds is because when I called last week, the employee who spoke with me neglected to create a case number. So now I am without my money because of an employee's mistake.When I asked to be transferred to a supervisor today, the employee put me on hold several times, telling me that she would attempt to get some answers for me. When she finally returned to our call, she said that there is nothing that can be done to expedite the process. I asked her for the name or at least the position of the person she spoke with, and she admitted that she had spoken to no one on my behalf.I repeated my request to speak with a supervisor, and she stated that no supervisor or manager was on duty. This is during business hours on a week day. I was told I could get a "call back" but that might take 2 to 3 business days.BenefitWallet has a fiduciary responsibility to manage its business responsibly and competently. I have been lied to and my requests are delayed for inscrutable reasons or because of of employee incompetence.I no longer have confidence with the organization and am speaking with human resources at my organization about how to withdraw my funds from BenefitWallet without having to pay a penalty.

  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 04/19. You should receive this in your personal bank in 3-5 business days.
  
  Sincerely,
  The BenefitWallet Team

  Customer Answer

  Date: 04/27/2023

  
  Complaint: 19932109
  
  I am rejecting the canned response because: I made my initial request and waited more than a week for a response. When no response came, I phoned BenefitWallet and spoke to a customer service representative who apologized for the wait and promised that I would have the funds within 48 hours.

  Again: no funds. I spoke to a second customer service representative 8 days later, who asked me for a case number. I didn't have one and she told me the first customer service representative neglected to assign a case number, and so my funds request stalled.

       Why did the representative ask me for a case number when she knew there was no case number?

  She then put me on hold several times to speak with a manager about the situation. After querying the representative several times about what the manager said and receiving no satisfactory answer, I asked to speak with that manager. The representative admitted that she did not actually speak to anyone during those instances where she put me on hold.

       Why did the representative lie to me about speaking with a manager on my behalf?

  I repeated my request to speak with a manager. The representative said there was no manager available that morning. I asked for the name of a manager whom I could call. The representative refused to provide me with a name or a number that I could call. Instead, she said she could have a manager call me within the next 48 to 72 hours.

       Why is there no manager on duty during normal business hours?

  At this point, I began to worry that the number provided by BenefitWallet had been "hijacked" by fraudsters. Why else would there be no manager on duty? Why else were my funds not being released in a timely, transparent, and credible manner? 

  When I visited the BBB site, I was not surprised to see that there have been at least 150 complaints in three years. Nor was I surprised to read, in these complaints, that other people repeatedly experienced the same issues I had.

       Why, after at least three years and 150 complaints on the BBB, has BenefitWallet not addressed the issue of timely process of an individual's reimbursement request?

  There are many instances on BBB where your customers complain that BenefitWallet is acting in a fraudulent manner. So I decided to investigate other sites. Customers on BBB give BenefitWallet a 1/5 stars rating. Trust Pilot shows a 1.2/5 star rating among customers who complained on that site. ****** Customer: 1.2/5 starts among 152 reviews. Yelp: 1/5 stars...and so on. 
  

  In sum, my wallet does not benefit from using BenefitWallet. I am deeply concerned by the lack of prompt response, prompt fund disbursement, and general incompetence demonstrated by BenefitWallet and am working towards disengaging my relationship --- and my funds --- from this outfit.
  
  
  Regards,
  
  *******************************

  Business Response

  Date: 05/02/2023

  ****************,
  
  We apologize for the unsatisfactory service you received and for any inconvenience this may have caused you. Your feedback will be taken into consideration for us to better improve our service. We have arranged for a supervisor to contact you regarding your concerns on your account.
  
  Sincerely,
  The BenefitWallet Team

• Initial Complaint

  Date:04/13/2023

  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.

  They lost two years of our account data (everything before 2023) and are unable to restore it. For months they told me they were working to restore the data. Finally just today they informed me it is completely lost. The records lost include receipts and memos entered to document our HSA reimbursements. The company did not send out a notification to the affected individuals who lost data. I found out by accident when I logged in for another reason. They refuse to document or acknowledge the issue in writing. I would like this issue to be corrected, or at least documented about what happened and why.

  Business Response

  Date: 04/21/2023

  Ms. *************** apologize for the unsatisfactory service you received and for any inconvenience this may have caused you. Our records show that your spouses account is being monitored by one of our supervisor and was escalated to our web team. Rest assured that we will get in touch with you once a resolution is available.
  
  Sincerely,
  The BenefitWallet Team

  Customer Answer

  Date: 04/21/2023

  [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,
  
  ********* ****

• Initial Complaint

  Date:04/13/2023

  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.

  Claim# BFW815SAI230126D0009601 I simply *********** FSA to pay for a medical bill in on 1/24/23 for an MRI that was done on 12/17/22. They keep denying claiming that i cannot use my FSA credit card to pay for a medical bill from 12/22 in 2023 because it's not the same year. I don't understand how that's relevant since it's still within the grace ******* It took a while for the insurance to process the claim and the doctor's ****** sent me a bill for the remaining balance. I tried to explain that to the rep and she just kept repeating the same thing. As of now, they made me repay the $1116.88 balance and i have no way to claim that money and the grace ****** expires on 4/29/23.

  Business Response

  Date: 04/20/2023

  **************,
  
  We understand how upsetting it is for a claim to be denied. After account review, we show that your final date to incur service for 2022 is on 12/31/2022 and you can submit any reimbursement and payments made for services made before this date until 04/30/2023. However, if you used your debit card to pay for expenses, it will use the current year balance, which will not be eligible for you to use for a prior plan year service. Additionally, you have already depleted your prior plan years balance. For you to correct your 2023 account, you will need to either offset the amount with a current years eligible expense or you can send a repayment for the amount paid to your provider.
  
  Sincerely,
  The BenefitWallet Team

  Customer Answer

  Date: 04/20/2023

  
  Complaint: 19930874
  
  I am rejecting this response because: I don't think you guys understand that some doctor's offices and insurance companies take some time to process these claims. So what you are telling me is that you don't have a process in place for when a patient has to go to see a doctor in late December, then has to pay the bill when it comes in January?  if i depleted my account from last year, at least i understand that, are you at least going to pay partial amount with whatever fund you think i had left from last year? i already paid you back the full amount and resubmitted the claim. 
  
  
  
  Regards,
  
  *******************

  Business Response

  Date: 04/21/2023

  **************,
  
  We understand that you want to use the balance on your FSA.If you still have a balance in your prior plan year, you can still submit a reimbursement online for qualified expenses until 04/30/2023. Using your debit card will always use your current year balance which is not eligible for expenses made last year. However, you have already depleted your prior year balance which is why you are no longer able to reimburse this amount for prior year. We have arranged for someone to contact you to clarify your claims.
  
  Sincerely,
  The BenefitWallet Team

• Initial Complaint

  Date:04/12/2023

  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 used Benefit Wallet for over 10 years. I use them to serve as my HSA and every year I reimburse myself for the eligible expenses I have paid. This year I made my request to transfer the funds to the same bank account I have had on file since I started the account. The funds are suppose to arrive in 7 business days. 3 weeks later it still showed as "processing". I called but there was no answer and the call disconnected after 30 minutes. I emailed them to request the distribution be processed and was told "call customer service." I called and spent 45 minutes on hold - no answer again. Another email - the SAME exact response to "call". When I finally got to a rep, I was told that this transaction was flagged as "irregular". Someone was supposed to call me to verify it was legitimate but of course no one did. In order to have the rep release my funds, I had to provide an absurd amount of personal information including my monthly mortgage payment. It feels like a scam as this is a transaction I make every year, from the account to my same checking account. I have finally opened an HSA elsewhere and when I went to log into my account I am met with a notice that "We are currently experiencing a service outage and you may not be able to access all of your accounts at this time." I am a professional financial advisor (CFP) and this screams fraud - as in they are no longer able to return funds from customer accounts. They need to be investigated. But in the meantime, I simply want my money back.

  Business Response

  Date: 04/18/2023

  ******************
  
  We apologize for the unsatisfactory service you received. Rest assured that your feedback will be taken into consideration for us to better improve our service. Our records indicate that you have spoken to one of our representative and confirmed that you were able to receive the last reimbursement and your account is now officially closed.
  
  Sincerely,
  The BenefitWallet Team

• Initial Complaint

  Date:04/12/2023

  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 initiated a reimbursement payment request to be sent to my bank for my full HSA balance. Benefit wallet informed me during the request it would take 1-3 business days for the payment to process. It is now 4 business days and no funds have showed up in my bank. I have been logging in every day to check since the sum is a large amount. I do not want it to get lost in transfer since i have lost faith in Benefit Wallet being a legitimate company. I have been unable to login for over 24 hours and after speaking to a representative it will be longer before online access is available. I would like reassurance that my funds are still there and still in the process of being transferred.

  Business Response

  Date: 04/17/2023

  ****************,
  
  We apologize for the delays and the inconvenience this may have caused you. If a reimbursement was flagged by the system as suspicious,the reimbursement is put on hold and an attempt to contact the member is made to confirm that the transaction is valid before it is released for processing.We have arranged for someone to review your account and contact you as necessary to process your transaction.
  
  Sincerely,
  The BenefitWallet Team

  Customer Answer

  Date: 04/17/2023

  
  Complaint: 19928557
  
  I am rejecting this response because:

  It is now 7 business days since I requested the reimbursement of my funds. I have yet to receive a phone call from anyone in your organization.
  I can try to call myself, but the last time I called, i was on hold for nearly 1 hour and then then Benefit Wallet just cut the connection. I called again and was on the phone for 45 minutes and the associate said they could not help me because the "system" was down for maintenance. I have lost faith in any kind of customer service from your organization.
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 04/18/2023

  ****************,
  
  We apologize for the delays. Our records show that you have spoken to one of our representatives and have confirmed your transaction. Your transaction is now pending. Once this is deducted from your account, you should see it in your personal bank in 3-5 business days.
  
  Sincerely,
  The BenefitWallet Team

• Initial Complaint

  Date:03/24/2023

  Type:Sales and Advertising 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 the worst FSA holder Ive had they have declined payment to a company I tried to pay. Along with requesting me to upload a receipt for every time I use the card it seems. Then when you call your on hold for 45 minutes and hang up because your tired of holding your phone. Its always the same excuse its due to high call volume. Then when you email you receive no call back or return email. Just looking for some information and understanding on why payment was declined and why Im constantly having to upload receipts when I never had to with previous FSA accounts Ive had in the past.

  Business Response

  Date: 03/29/2023

  **************,
  
  We apologize for the unsatisfactory service you received. This is a busy time of the year and we are receiving high call volume. Per IRS regulations, all FSA transactions require substantiation. While your debit card may substantiate claims based on copays or previously approved claims, there may be instances that the debit card is unable to substantiate your claims which will result in us requiring you to submit additional documentations. You may view reason for claim denials online at mybenefitwallet.com.

  Sincerely,

  The BenefitWallet Team

• Initial Complaint

  Date:03/21/2023

  Type:Sales and Advertising 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.

  BenefitWallet/BW wrongly closed my account and sent my nearly $8000 to the state without notifying me. ******** requires 5 years of no access before an account can be closed; BW closed mine after less than 4. ******** requires "notices" be sent; BW reps claim one was sent. I first learned of this on Jan 7, 2023. I have requested 6 times, Jan. 8, 10, 16, 23 and 27, and Feb 6 for a copy of said notice. On Jan 8, BW rep **** created case ID ********* to address my request for a copy of the letter that was supposedly sent prior to closing my account. On Jan 10, I was told my request had been submitted. Called again Jan 16. Called again Jan 23, and rep ******** created case ID ********* to address my second request for a copy of BW company protocol for closing accounts. On January 27, I again spoke with ******** who confirmed the requested items had been sent. After asking ******** 3 times to speak with a supervisor, I was connected with **** who said he would look into the matter and call me the following week. MORE LIES. I received no call. Rep *** confirmed on February 6 (my final call) both requested items had been mailed to me on January 30. I made 6 phone calls to Benefit Wallet, spent well over 3-1/2 hours on hold, and I have received ABSOLUTELY NOTHING. I believe BW made a mistake, and that mistake will cost me thousands of dollars. $8000 will bump me from 12 to 22% tax bracket. That equates to a $1700 tax penalty. It will increase my income enough to cause me to have to repay $1000 or more of health insurance premium assistance I received in 2022. Plus I'll have to pay a 20% withdrawl penalty because I had no opportunity to roll the funds into another HSA account within the required 60 days. That equates to another $1600. So....thanks to BenefitWallet, I'm actually going to lose somewhere around $4300. Shame on BenefitWallet for lying to their customers and cheating them out of hard-earned funds earmarked to help with medical costs in retirement.

  Business Response

  Date: 03/24/2023

  **********************,
  
  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.When Benefitwallet does not receive instructions, the funds on the account will be sent to the state and the account will be closed. After account review, we have resent the notice of inactive account to your address on file on 1/10/23 and 1/25/23.
  
  Sincerely,
  The BenefitWallet Team

  Customer Answer

  Date: 03/24/2023

  
  Complaint: 19629575
  
  I am rejecting this response because:
  
  BW website states "We will transfer funds in your account to the state of your last address of record if no activity occurs in the account within the period specified by that state's law".  My state of ******** allows 5 years, and it had been less than 4 when BW wrongly closed my account. My address of record has not changed since 2017. It is currently shown correct on BW website. I have statements with my correct address, and I have my **** from year 2021 with my correct address. I gave my address each of the 6 calls I made to BW. A rep named *** told me on Feb 6, the letters were sent on Jan 30. Along with the other dates you note, that makes four supposed mailings that I never received. I requested from a supervisor named **** on Jan 27 that the info be sent to me via secure email. He said he would look into it and call me the next week. I received no call, no email and nothing in the mail as of today March 24. Since BW is obviously unable to send me anything via ***** I am again requesting all information, including a copy of the original notice sent prior to account closing be sent to me via secure email. 
  
  Regards,
  
  ***********************************

  Business Response

  Date: 03/31/2023

  *********************,
  
  We apologize for the inconvenience this may have caused you. Based on our records,there were no activity made on your account, except for interest posted since 2012 which makes your account dormant for more than 5 years. A copy of the escheatment letter was sent to your email address on 03/29. This was sent from **************************************************** may also need to check your spam/junk mail.
  
  Sincerely,
  The BenefitWallet Team

• Initial Complaint

  Date:03/20/2023

  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.

  I am a new user for **********************. I cannot access my account, via the website or app. I am instructed to call customer service for a security code. No one answers the customer service line. I have been on hold for 2+ hours with no answer from any customer service representative. I am calling during normal business hours. I need to have access to my account. A company should not be able to restrict access to a client's money and information to this degree. It is fraudulent and deceptive.

  Business Response

  Date: 03/29/2023

  ****************,
  
  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 spoken to one of our representative and was assisted in logging in to your account. If you need further assistance,BenefitWallet is open on weekdays from 8AM 8PM ET and weekends from 9AM 6PM ET.
  
  Sincerely,
  The BenefitWallet Team

  Customer Answer

  Date: 03/29/2023

  [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,
  
  *****************************

• Initial Complaint

  Date:03/15/2023

  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.

  I requested a "reimburse myself" transaction on 24 February for direct deposit to my personal checking account from my Benefit Wallet *** account. There are sufficient funds in the *** cash account for the transaction. The transaction showed as "Processing" in the BenefitWallet mobile app for about two weeks after my request until Sunday 12 March when the transaction disappeared from the Transaction Processing status. (The funds are still in the *** balance and have not moved.) After several very long hold period phone calls that I had to exit without contact to BenefitWallet, I finally got through to an agent who tells me "no transaction is visible on the account for 24 February," which is obvious because I already told them it was visible and then it disappeared. The only solution they have provided is for me to resubmit the request and try again (waiting another 7 to 10 business days). Alternatively, they have indicated I can wait 7 to 10 business days for their operations group to investigate the issue. These are patently ridiculous and unacceptable solutions. They need to solve the problem timely.

  Business Response

  Date: 03/24/2023

  **************************,
  
  We apologize for the delays and the inconvenience this has caused you. After account review, we are showing that the transaction has been completed on 03/17 and should have been posted in your personal account after 3-5 business days. Your feedback will be taken into consideration to improve service.

   

  Sincerely,

  The BenefitWallet team

  Customer Answer

  Date: 03/29/2023

  [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,
  
  *****************************

• Initial Complaint

  Date:03/10/2023

  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 have tried unsuccessfully to reach **************** twice now, with no results. I have been on hold from 45 minutes to an hour and a half with no one picking up!I am attempting to close out my HSA account and transfer the balance to a new account with my new employer. Someone; please contact me!!!

  Business Response

  Date: 03/24/2023

  ****************,
  
  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 with your account. For future reference, BenefitWallet is open on weekdays from 8AM 8PM ET and weekends from 9AM 6PM ET.
  
  Sincerely,
  The BenefitWallet Team