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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:02/21/2023

      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.
      *** spent over 4 hours on hold to resolve a claim that they keep denying for no reason (I have email correspondence confirming the claim is able to be paid). I am trying to access my own money. I cannot get in contact with anyone, they refuse to make an outgoing call and their call center is always busy.

      Business Response

      Date: 02/24/2023

      ************,
      We apologize for any inconvenience this may have caused you. Our records indicate that you have uploaded a statement to substantiate your claim. However, after review, we are unable to approve the claim as the date of service is not within your year plan year. For your claim to be approved, you will need to submit documentation for date of service in 2023.

      Sincerely,
      The BenefitWallet Team

    • Initial Complaint

      Date:02/21/2023

      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 been on hold several times for up to 20 minutes and then i just give up. i just need s HSA transfer form.is it on the web site i dont find it. can some one please help me

      Business Response

      Date: 02/28/2023

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

      We apologize for the delay of service. Unfortunately, the call volume is very high at this time of the year,therefore hold time is longer than usual. Our records indicate that the form you are requesting was sent on 02/21. If you need further assistance, you may call us back, we are open on weekdays, from 8AM 8PM ET and on weekends, from 9AM 6PM ET.

      Sincerely,
      The BenefitWallet Team

    • Initial Complaint

      Date:02/21/2023

      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 HSA card has been mysteriously "blocked" and unusable despite having more than sufficient funds in my account. I have tried to contact a customer support agent to get my login information. I have been kept on hold for over 30 min each time with no agent answering the call. You also do not provide any information regarding the expected wait time. How do I get any service!?? Terrible customer service.

      Business Response

      Date: 02/24/2023

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

      We apologize for the unsatisfactory service you received and 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. The block on your card had been removed after you verified your transactions with a representative.

      Sincerely,
      The BenefitWallet Team

    • Initial Complaint

      Date:02/21/2023

      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 processed a request for reimbursement of $4673.40 for qualified medical expenses on January 23, 2023, which was 4 weeks ago.Despite repeated assurances over the phone that payment would be made, no payment has been processed or received. My online account no longer shows any record of my request although it did when I last logged in on 2/14/2023. Calling **************** routinely involves an extended wait. I would like my payment to be processed immediately.

      Business Response

      Date: 02/28/2023

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

      We apologize for any inconvenience this may have caused you. We recently experienced an outage impacting all online payments and direct deposits and was restored last 01/31.We are exerting all efforts to have everything restored. However, there are transaction that has not been restored to the system. After account review, we do not show that the reimbursement was deducted from your account balance. You will need to resubmit the transaction for reimbursement online at mybenefitwallet.com.

      Sincerely,

      Customer Answer

      Date: 02/28/2023

      [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:02/17/2023

      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.
      on 2/1/23 i submitted a request online to be reimbursed for 7k for previously paid medical expenses. i attached pages of paid invoices actually exceed 7k. Their system just indicated its being processed but nothing has happened. i have called many times and waited on hold for hours but no one picks up. i have send many e-mails and their response id call the phone #. I have also requested them to call me and they again said just call the phone #. so i am in complete limbo

      Business Response

      Date: 02/24/2023

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

      We apologize for the delays and inconvenience this may have caused you. Our records indicate that you have already spoken with one of our team member to verify your transaction. 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

    • Initial Complaint

      Date:02/16/2023

      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.
      Benefits Wallet headquarters in ***************** is an account manager for my flexible spending account and health savings account. They are holding my funds and will not distribute the monies. I fear they are intentionally not paying peoples monies, holding monies or simply have no monies left and should be investigated by the *******************

      Business Response

      Date: 02/28/2023

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

      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, we are showing that the funds have been deducted on your account on 02/21. The funds should post in your bank account in 3-5 business days.

      Sincerely,
      The BenefitWallet Team

    • Initial Complaint

      Date:02/16/2023

      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.
      I requested a reimbursement for a dental crown ($1817.50) from my HSA account into my checking account and filed the necessary receipts through the MyBenefitWallet portal on 1/10/23. After waiting three weeks I called and was told the request was not in their system. A week later I was contacted by a rep who asked me to verify the request. After answering a number of questions I was told that the reimbursement would be approved. An additional 10 days have now passed and I have not received the reimbursement, nor does it show in their online system. I have >$11000 in the account, with >$5000 eligible for reimbursement. It has now been 36 days since I filed the original request to be reimbursed. In addition, I was promised a checkbook for future reimbursements over three weeks ago and have not received it.

      Business Response

      Date: 03/01/2023

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

      We apologize for the delays and the inconvenience this have caused you. We are exerting all efforts to have everything restored after the outage. Our records indicate that your transaction amount was deducted from your account on 02/22. You will receive your funds in your bank account in 3-5 business days. Your checkbook order was successfully processed ad mailed out on 02/17. You should receive it within 7-10  business days.

      Sincerely,
      The BenefitWallet Team

    • Initial Complaint

      Date:02/16/2023

      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.
      I was attempting to set up my account to access my HSA, I was not able to complete the procedure as it said my account was locked. I have been on hold for 2 hours at the time or writing this and still have never talked to a person. Absolutely unacceptable, I have medical bills that need to be paid and I cannot continue to call everyday while at work and sit on hold at my phone. Also every 30 seconds of being on hold a voice reads an automated message. No wait time is given and no call back option is available.

      Business Response

      Date: 02/24/2023

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

      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. Our records indicate that a supervisor has reached out to assist you in opening your account. If you need further assistance, you can call us at ************, we are open on weekdays from 8AM 8PM EST and on weekends from 9AM 6PM EST.

      Sincerely,
      The BnefitWallet Team

    • Initial Complaint

      Date:02/11/2023

      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 an old HSA account with Benefit Wallet that Im being charged a monthly fee. I want to move the funds to my new HSA. To avoid the trustee to trustee fee Im trying to reimburse myself via paper check. I have tried to do it via app, I get an error. Tried to do it on the website, the page doesnt proceed to verify the check. Have made several attempts to call the ***** number and after being on hold for over 90 min, the customer see person cant help. This company is making it impossible for me to withdraw my own funds! This feels like fraud and illegal. Worst customer service ever!

      Business Response

      Date: 02/23/2023

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

      We apologize for the unsatisfactory service you received.Our records indicate that your check was returned due to insufficient funds.January monthly maintenance fee has been reversed to your account. You can try to submit your check payment again to get the full balance. Please take note that you will need to do this before the last business day of the month as fees applicable to your account are assessed every last business day of the month.

      Sincerely,
      The BenefitWallet Team

    • Initial Complaint

      Date:02/10/2023

      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.
      Benefit Wallet holds onto your money for long periods of time. It took ONE week for them to fix an IT glitch 01/2023. Now there is a delay in payment and processing.They say they sent money to my bank and it is defenitely not there.A payment reimbursement was submitted on 02/01/2023 and as of 02/10/2013, still not processed!THere is NEVER A time that you don't hold on the phone for less than 1 hour!

      Business Response

      Date: 02/23/2023

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

      We apologize for the delay of service. Unfortunately, the call volume is very high at this time of the year, therefore hold time is longer than usual. If you need further assistance, you may call us back, we are open on weekdays, from 8AM 8PM ET and on weekends, from 9AM 6PM ET.

      Sincerely,
      The BenefitWallet Team

    BenefitWallet is NOT a BBB Accredited Business.

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