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: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.

  Today I was on the phone for over three hours and transferred twice. The last two times I was transferred back to the associate who was not able to help me to begin with, who only handles FSA but my questions were regarding ***. I called the *** specific number and I still only got to the same FSA associate. Then I got hung up. This is extremely unacceptable. during the past three weeks, I've called 4,5 times and hours on hold each time without my issues being resolved. As I continue to receive deposits from my employer and naturally my balance changes, which creates new issues in addition to my old issues. my reimburse myself transactions were incorrectly deleted, stuck, and gone through. it was a nightmare. Now there are two transactions incorrect stuck under processing when they shouldn't be. One was already posted in my account and arrived in my bank account. The other one was supposed to be deleted according to the representative I talked to and the case number is *********. Im scared these incorrectly stuck transactions are going to affect my next transaction again and I kept not being able to take money out of my account. Can these incorrectly stuck in processing transactions be cleaned up please? Can someone from the business please resolve my issues once and for all?

  Business Response

  Date: 03/20/2023

  **********,
  
  We apologize for the delays and the inconvenience this have caused you. We are exerting all efforts to have everything restored after the outage. We have arranged for someone to reach out to you to confirm your reimbursement
  
  Sincerely,
  The BenefitWallet Team

• Initial Complaint

  Date:03/08/2023

  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 been reaching out Benefit Wallet for at least a month now. I wait on hold for over an hour, and constantly email the Customer Support line. Nobody ever picks up the phone, and I have never received an email back.I need to withdraw funds from my HSA but my money is just sitting in purgatory apparently as I cannot speak with anybody, and it is not for a lack of trying.

  Business Response

  Date: 03/13/2023

  ******************,
  
  We apologize for any inconvenience this may have caused you. 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 an attempt to contact the member via their phone number on record will be made to confirm that the transaction is valid before it is released for processing. We have arranged for someone to reach out to you for assistance in your account.
  
  Sincerely,
  The BenefitWallet Team

  Customer Answer

  Date: 03/13/2023

  [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. Somebody reached out to me today.
  
  Regards,
  
  *****************************

  Customer Answer

  Date: 03/24/2023

  
  Complaint: 19555532
  
  I am rejecting this response because:
  
  
  I filed a complaint last week regarding pulling my money out of my HSA account # ************** and I was contacted directly by somebody, which is what I wanted. She informed me that I would see my money deposited into my account within 1-3 days. It is now the third day and there isn't any indication that I will be receiving my money today. My account says the money has been withdrawn, but, the money has not been deposited into my bank account. I need assurance that this will happen ASAP and that my money is not lost. I would like to follow this closely and receive a direct contact with somebody so we can keep an eye on my money.
  Regards,
  
  *****************************

  Business Response

  Date: 03/24/2023

  ******************,
  
  We apologize for the delays and the inconvenience this have caused you. After account review, we are showing that the transaction has been completed on 03/15 and should have been posted on your personal account after 3-5 business days. We have also arranged for someone to contact you to confirm the receipt of your reimbursement.
  
  Sincerely,
  The BenefitWallet Team

• Initial Complaint

  Date:03/06/2023

  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.

  I made a $325.00 HSA contribution on 1/18/23 and it still has not posted to my account as of 3/6/2023. I received an alert when logging on to check my account on 1/30/23 notifying me that they were "experiencing an outage impacting online payments and direct deposits." I messaged the company's technical service on 1/30/23 and 2/6/23 to try and get updates, only to be told to call member services and speak with a representative. I have attempted to call member services 9 times over that past 3 weeks, each time I am hold for hours with no luck and many times I am disconnected and lose my place "in line." Emails on 2/9/23 and 2/21/23 also direct me to a phone number to call customer service. I feel like these funds I contributed from my bank account have been stolen. Concerned, I attempted transfer most of my remaining balance ($58.00) from the My Benefit Wallet account to my bank account. The funds were deducted from my My Benefit Wallet Account but never transferred to my bank account (a second case of stolen funds). An account representative still cannot be reached to give me an answer.

  Business Response

  Date: 03/31/2023

  ********************,
  
  We apologize for any inconvenience this has caused you. After account review, we do not show the deposit being received in our end. You will need to contact your bank if the amount was not returned. The reimbursement has been processed on 03/06 and should have been posted in your checking account.
  
  Sincerely,
  The BenefitWallet Team

  Customer Answer

  Date: 03/31/2023

  [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:03/02/2023

  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.

  Claim Number: BFW164CLA230203W0020201 Submitted Date: 2/3/2023 Source: Online Date of Service: 1/1/2023-1/31/2023 I called BenefitWallet ************ last week to find out why my claim was denied. The agent was unable to tell me and said she had to escalate the matter and that they would call ***** hours. I expressed to her this was urgent and that that time frame was not acceptable especially after waiting on hold for so long just for someone to tell you that are not able to help. Needless to say it has been well over 72 hours and I still have not received a follow up call. Today, after waiting on hold 12 minutes the agent was able to tell me why the claim was denied. I explained to her that everything she mentioned as to why the claim was denied was incorrect and that I provided all of the missing information. She placed me on hold for another 15 minutes until the call disconnected. I want to believe that the call dropped but thats is hard because I still have not received a call back from this agent. I feel like this call was disconnected on purpose on the agents end. I am requesting that my claim gest approved today and that someone return my call an explain to me what needs to be done on my end so that this does not happen again. Thank you in advance ***************************** ************ BenefitWalltet did respond via email on March 1, 2023. I asked for a call back in my initial email and to the response sent on March 1st and still has not received a phone call. Their email did not answer my questions.

  Business Response

  Date: 03/13/2023

  ******************,
  
  We apologize for any inconvenience this may have caused. After account review, we show that 2 claims have been approved for $400. One direct deposit was issued 03/09 and another is scheduled for 03/14. You should receive this in 3-5 business days on your personal bank.We have also scheduled for a supervisor to reach out to you if you have other clarification. Please keep your lines open.
  
  Sincerely,
  The BenefitWallet Team

• Initial Complaint

  Date:03/02/2023

  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 submitted a claim to reimburse myself for medical expenses on 2/21/23 via electronic transfer. As of 3/2/23 this has not been processed to my bank account. I have tried several times to call, but have been on hold over 3 hrs. I would like resolution as soon as possible.

  Business Response

  Date: 03/07/2023

  ****************,
  
  We apologize for the delays and the inconvenience this have caused you. We are exerting all efforts to have everything restored after the outage. After account review, were showing that the funds have been deducted on your account on 03/03. The funds should post in your bank account in 3-5 business days.
  
  Sincerely,
  The BenefitWallet Team

  Customer Answer

  Date: 03/08/2023

  [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:03/01/2023

  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.

  I have been trying to contact MyBenefitWallet for close to a month (over 10 calls) and each call I am on hold for over 20 minutes and no answer. I have called as early as 9 am and never get an answer,

  Business Response

  Date: 03/22/2023

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

• Initial Complaint

  Date:02/27/2023

  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 have an *** with benefit Wallet. I have been attempting to make an E- transfer from the *** to my checking and have been unsuccesful. I began this process in december 2022. I have contacted the organization several times. Most recent being 20-Feb 2023 *******, 22-Feb-2023 McKayla. Both promised to expidite my issue, ******* being a supervisor said I should see a result in two days. Still nothing. Every time I contact this organization I am on hold for at least an hour. Once I'm through I am told the issue will be resolved. This has yet to be the case. I would like to access my money. This organization is not doing due diligence to resolve my issue.

  Business Response

  Date: 03/02/2023

  **************,
  
  We apologize for the delays and the inconvenience this have caused you. We are exerting all efforts to have everything restored after the outage. After account review, were showing that the funds have been deducted on your account on 02/27. The funds should post in your bank account in 3-5 business days.
  
  Sincerely,
  The BenefitWallet Team

  Customer Answer

  Date: 03/02/2023

  [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:02/26/2023

  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.

  When I previously submitted a claim the gentleman walked me through the process and that claim was approved that same evening. I followed the exact same steps as I did on the first claim and this second claim I submitted was denied. I called the my benefits line to see what was missing so my claim for $250 could be approved. I spoke to a women named ******** I believe who hadnt a clue herself as to why it was denied but refused to admit it. She then told me the reason it was denied was because I had not signed it myself. That was entirely false, the form Itself has no signature line for the person submitting the claim. the only signature line is for the providers affidavit. I asked her how I was even suppose to sign If there was no where on the form to do so. She asked to put me on a brief hold. She came back to tell me this time, the claim was denied because It needed to be signed by the provider...the providers signature was on there and I pointed that out to her. She could give me no explanation as to why it could not or was not approved for the $250. She lied and said someone would call me in 2-3 business days from support but we both knew that wasnt happening. Needless to say the call has yet to come and Im still waiting on a legitimate claim to be approved. All I wanted to know was why it was not approved in the first place, and what needed to be fixed to get it approved. Not imaginary reasons why it was wrongfully denied.

  Business Response

  Date: 03/07/2023

  ****************,
  
  We apologize for any inconvenience this may have caused you. Our records indicate that you have uploaded a claim form to substantiate your reimbursement. However, after review, we are unable to approve your claim since the form you have uploaded is the same claim form for an expense that has been previously approved and reimbursed. For your claim to be approved, you may re-submit a claim form with provider certification for a different date of service.
  
  Sincerely,
  The BenefitWallet Team

• Initial Complaint

  Date:02/23/2023

  Type:Product 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 1/24/2023 I used the tools on MyBenefitWallet.com to transfer $3,850.00 from my USAA bank account to my HSA at Benefit Wallet. The money was removed from my USAA account but never placed in my HSA account. I used the same tool on the same day to transfer money from the same USAA account to my wife's HSA account (also at Benefit Wallet) and the money transferred on the same day. I contacted Benefit Wallet on 2/22/23 and was told the had "an outage" on 1/24/2023 and are having trouble reconciling accounts. The customer service supervisor I spoke to (***********************) was not able to give me a direct call back number, she stated "someone from operations" would contact me but she could not give me a number to contact them.

  Business Response

  Date: 03/01/2023

  **************************,
  
  We apologize for the delays and inconvenience this may have caused you. Our records indicate that your deposit was posted on your ************** Account on 02/23.
  
  Sincerely,
  The BenefitWallet Team

  Customer Answer

  Date: 03/01/2023

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

• Initial Complaint

  Date:02/22/2023

  Type:Product 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.

  In January 2023, I submitted a "reimburse myself" request for $3,499. Benefit Wallet advertises it takes less than a week to receive your funds. I normally use the debit card, but it has a $3,000 daily limit so I had to use a credit card when ordering very expensive medicine from a mail order pharmacy. After a week, I checked online and there is no record of my request. So, I resubmitted on 2/2/23 and again waited about a week and, at least this time, it showed online as "processing". On 2/14/23 I called customer service. Actually, I tried the day before, but had to hang up after a 1/2 hour on hold. This time the wait was about an hour. After confirming all my information, I was told my request would be sent in for review and someone would reach out to me. On 2/21/23, after never being contacted, I called again. After a 45 minute wait, and confirming all my information again, I was told the note in the system said I did not need to be contacted and my funds were cleared for transfer to my bank account. But, the representative did not know when the transfer would take place, and after placing me on hold to, she still could not provide an answer because the "office" would not tell her.This horrible customer service. Especially, when trying to reimburse yourself with your own funds. Because of the delays, I had to use savings to pay my credit card bill. Now, after one and half months, and hours waiting on the phone since I started this process, I still have no idea when I will receive my funds.

  Business Response

  Date: 02/27/2023

  **************,
  
  We apologize for the delays and inconvenience this may have caused you. Our records indicate that the transaction has been processed. You will receive your funds in your bank account in 3-5 business days after the funds have been deducted from your ************** Account.
  
  Sincerely,
  The BenefitWallet Team

  Customer Answer

  Date: 03/03/2023

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