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

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

• 

  BenefitWallet

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

• 

  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:02/10/2023

  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.

  I initiated an ACH transaction to reimbursement myself for a medical bill out of my ************** Account.Eventually the transaction to submitted for processing on 1-23-23. Today is 2-10-23 and the money has not been posted to my account after numerous calls and emails to the company. No one can tell me where my money has been sitting nor why it has not been posted to my account. The transaction amount was $3,487.43.01/23/2023ONLINE PAYMENTE-TXXXXXXX XXXXXXXXXXXXXXXX XXX$3,487.43

• Initial Complaint

  Date:02/09/2023

  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.

  We should have received our HSA debit card by the beginning of the year. As of today February 9, 2023 we STILL have not received it. They are taking $300 per paycheck out and we are unable to access the money to pay for our sons speech therapy. January 23 they were supposed to mail another debit card out and we were to have it within **** business days. We never got it. I called and they said it must have gotten lost in the mail (like the original one- so that is now TWO lost in the mail) they cancelled that one and said they would send a new one. They refused to send it with tracking and after requesting a call back from a supervisor I was told they would request it be expedited. I currently have a speech therapy bill for our son that is due and I am unable to pay it. They said to go on the website and pay the provider there. I attempted to do so and was met with multiple systems errors on their website. I called yet again, and let me add that I waited on hold MINIMUM one hour and usually about an hour and a half to speak with someone. She attempted to log-in and help and she too was met with an error and then claimed that it was something on their end in their system that she coincidentally received notice of while on the phone with me. She promised a call back that evening once it got resolved or at the latest the next day (today). No call and I am still unable to pay my sons medical bill. Currently been on hold for 54 minutes again to try to get it resolved. No one has any answers or suggestions about what to do so that I can access MY MONEY to pay my medical bill. As of now no debit card and the website will not let me pay my bill. I have never in my life dealt with a company like this. Ever. Who has ever heard of being unable to exodiste shipping or send it with tracking after YOUR company has now lost two debit cards. We will NEVER use this HSA again. The minute this year is finished so are we. Contacting my company with a copy of everything.

  Business Response

  Date: 02/14/2023

  **************,
  
  We apologize for any inconvenience this may have caused you. Our records show that a debit card was mailed out 02/13 and you should receive it in **** business days. You will need to activate the card once you receive it before you can start using it. We apologize for any delays.
  
  Sincerely,
  The BenefitWallet Team

  Customer Answer

  Date: 02/14/2023

  
  Complaint: 19374672
  
  I am rejecting this response because:
  
  I was told that the THIRD debit card was mailed out on Friday February 3!!! Now you are telling me it was not mailed out until the 13th????? This company is a scam! I am stopping all contributions to the **** notifying my company SAIC of why and I want EVRRY ***** OF MY NOW $1,300 retirees to me!! ******, SAIC employs over ****** and I hope they dump your scam company! I WANT MY MONEY RETURNED. Your website is still not working and cannot prices a repayment for the speech therapy bill I had to pay out of pocket because you cannot pay a provider fork the website either!!! 
  
  Regards,
  
  *********************

  Business Response

  Date: 02/20/2023

  **************,
  
  We apologize for the delays and the inconvenience this may have caused you. Our records indicate that you have activated your debit card on 02/17. You may start using the card at point of sale or you can also log in online to access the balance on your account. We are sorry to hear that this has not been a good experience to you. If you wish to stop your HSA contribution, you can contact your benefits service center to coordinate the changes you wish to do.
  
  Sincerely,
  The BenefitWallet team

• Initial Complaint

  Date:02/09/2023

  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.

  I received a 2022 tax document from ******** of New York Mellon - Benefit Wallet HSA indicating I still had an account with a balance of $731.61. It is an HSA account from my former employer. I did not realize that I still had this account open. I attempted to log in on their website, but I no longer have access to the email address they have on record. I attempted to contact Benefit Wallet via the information on their Contact Us page to update my email address and gain access to my money. My email received an auto-reply indicating I had to call their customer service number at **************. I've attempted to contact them via that number on five occasions. I've waited on hold for over an hour on three occasions. An agent has not answered any of my calls. I am just trying to get someone to contact me so that I can update my email address and get access to my account.

  Business Response

  Date: 02/14/2023

  ************,
  
  Our records indicate that you have spoken to one of our representative and was assisted regarding your log ins. If you have further concerns, feel free to contact us at ************, our business hours are from 8AM 8PM ET on weekdays and 9AM 6PM ET on weekends.
  
  Sincerely,
  The BenefitWallet Team

  Customer Answer

  Date: 02/14/2023

  [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:02/08/2023

  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 called this company when I retired back in Aug 2020 to inquire about fees. I was told no fees would be charged until my account dropped below $2000 at which time there would be a $3 monthly fee. This year, 2023, I log on to find out they have been hitting me for $3.50 a month when my account dropped below $5000. Was never notified. Contacted the company they said I could file a claim to get the fees back which I did and was promptly denied. Plead my case again, was told they'd get back to me within a week. They left a generic message to call back weeks later. Returned the call and was placed on an indefinite hold. Looking forward to their generic response.

  Business Response

  Date: 02/14/2023

  ******************,
  
  We are sorry you were not aware of the new rate and fee schedule. The change went into effect in August 2021 and a notice was sent to members 30 days prior.  As a courtesy, we have reversed 17 months of maintenance fee (August 21 December 22) back to your account.You may write yourself a check or login online at mybenefitwallet.com to get the balance on your account.
  
  Sincerely,
  The BenefitWallet Team

  Customer Answer

  Date: 02/14/2023

  [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.
  

   

  I will be monitoring this account until my money transfers out. A transfer has been initiated. If anymore fees are taken out before it transfers out, we will be right back at square one. How about a shred of decency. Stop fleecing the healthcare accounts of retired Americans. Pathetic.

  
  Regards,
  
  *****************************

• Initial Complaint

  Date:02/08/2023

  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.

  I reimbursed myself from my has. Even though it said the transaction went through, it never posted to my account. After holding for 2.5 hours for customer service, they essentially have no idea where my money is. They stated they will open an investigation. What??? How do you just lose money when its an e-transfer. All they could say was just keep checking my account. No time frame, no indication as to whether I would ever get my money. Just awful!

• Initial Complaint

  Date:02/08/2023

  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.

  BenefitWallet is unable to allow me to access my own money for a EFT reimbursement and has been that way for weeks now. When calling customer service they state they are unable to assist but are aware of the issue and that there is nothing they can do to assist and that I should keep trying until the issue is resolved. This is unacceptable and they are effectively holding my money hostage. I'm unable to reimburse myself for legitimate medical expenses.

  Business Response

  Date: 02/28/2023

  ********************,
  
  We apologize for any inconvenience this may have caused you. One of our team members tried to reach out to assist you in filing reimbursement. However, we were not able to speak with you. Our records indicate that you have successfully submitted a reimbursement on 02/23.If you need further assistance, you may call us at ************. Our hours of operations is from Mondays to Fridays, 8AM 8PM ET.
  
  Sincerely,
  The BenefitWallet Team

  Customer Answer

  Date: 02/28/2023

  
  Complaint: 19368054
  
  I am rejecting this response because:
  While I was finally able to submit a reimbursement claim on 2/23, it is now 4 business days later and the *** has not processed. This does not align with  Federal *** Regulations (31 CFR Part 210)
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 03/07/2023

  ********************,
  
  We apologize for the delay of processing and for any inconvenience this may have caused you. If a reimbursement is flagged by the system as suspicious, the reimbursement will be put on hold and will require review before being released. After review of your reimbursement, your transaction has been released and deducted from your account on 03/06. You should receive this in your bank account in 3-5 business days.
  
  Sincerely,
  The BenefitWallet Team

• Initial Complaint

  Date:02/07/2023

  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.

  Logging a complaint here as it appears this is the only way to get in touch with BenefitWallet. I attempted to withdraw the funds from my HSA account on approx 1/10/23. By 1/24/23, I had not received the funds or any communication. Using the BenefitWallet website, I sent a message asking what I needed to do in order to be reimbursed. I received a response saying "Please call member services, as your concern would be best handled by speaking with a representative." It's 2/7/23 and I've been on hold for slightly over 45 minutes and have yet to speak to anyone. Accessing my own money should not be this difficult.I've read through a few of the other complaints listed on the bbb.org website and see that this is far too common of any issue.

  Business Response

  Date: 02/14/2023

  **************,
  
  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.A supervisor attempted to reach out to you. We would need to speak with you so we can verify the transactions. We will make another attempt to reach you.Please keep your lines open.
  
  Sincerely,
  The BenefitWallet Team

  Customer Answer

  Date: 02/14/2023

  
  Complaint: 19348094
  
  I am rejecting this response because:
  
  You're asking me to "keep my lines open" because I didn't pick-up on the call that I got?  The call I got came from phone number ************ and showed ********* on my caller ID.  If you ****** that number, the results show that it is associated with verizon.com.  Why would I answer that call?  If the number was actually associated with BenefitWallet, I would answer it.  How about you provide me with someone's direct number that I can call when it's convenient for me so I can avoid spending further time waiting on hold when I call the phone number that was left in the voicemail?  After all, I am the customer and it is my money that is being held.

  Better yet, since you're claiming that you're attempting to verify a transaction, why doesn't someone just check to see if proof of medical expenses was provided(it was) and that my bank/email/phone info is still the same(it is) as the last time I managed to get a withdrawal?  What's left to verify?  Just process the reimbursement.

  
  Regards,
  
  *********************

  Business Response

  Date: 02/20/2023

  **************,
  
  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 to verify your transaction and has been requested to release. You will receive your funds in your bank account in 3-5 business days from the deduction date.
  
  Sincerely,
  The BenefitWallet Team

• Initial Complaint

  Date:02/06/2023

  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 had an *** with MyBenefitWallet since 2020. I recently submitted 4 claims for reimbursement. These items under covered items according to the *** website. All claims I requested for reimbursement failed without reason or explanation. I currently have $1768.20 in my ***. My claims were all for covered items including: breast pumps, breast milk bags, and pumping bras. I have tried to reach out to customer service, but cannot get through to a representative after several calls (over a half hour on hold each time... sometimes even an hour). My account number is **************. The claim numbers are as follows:E *********, E *********, E *********, and E *********. Under status, they say "Failed". I would like an explanation on why these reimbursements failed.

  Business Response

  Date: 02/14/2023

  ******************
  
  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 and processed. We appreciate your patience with us while we work on this.
  
  Sincerely,
  The BenefitWallet Team

• Initial Complaint

  Date:02/03/2023

  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 initially requested August 30, 2022 for a monthly payment directly to my checking account for my monthly health insurance premiums. This did not happen & my husband said just forget it & just request the transfer in January 2023. I requested my funds & on January 22, 2023 to transfer & it "was lost". I then emailed & requested my money again & still it is showing no requests pending online. Something is going on with this company! I believe this is a serious problem.

  Business Response

  Date: 02/07/2023

  ****************
  
  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.Your pending transactions will automatically process over the next 3-5 business days. We appreciate your patience with us while we work on this.
  
  Sincerely,
  The BenefitWallet Team

• Initial Complaint

  Date:02/01/2023

  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 made several attempts to call this bank and its HSA accounts. I have waited 2 hours at a time on hold and no one answer. I called the bank itself and asked them to help me and that i was unable to reach benefit wallet. They ignored my request and transferred me where I was still unable to get ahold of anyone. This is unacceptable. Their app is useless. I want my money!!!!!!!

  Business Response

  Date: 02/03/2023

  ****************,
  
  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. After the review of your account, were showing that your account has been closed for group transfer where your funds has been transferred to a new custodian initiated by your Benefits *************** It will be best to contact them on when you should expect your funds.
  
  Sincerely,
  The BenefitWallet Team