Complaints

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

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  HealthEquity, Inc.

  15 W Scenic Pointe Dr Ste 100 Draper, UT 84020-6120

  
• 

  HealthEquity, Inc.

  1010 Dale St N Saint Paul, MN 55117

• 

  WageWorks, Inc.

  10375 N Baldev Ct Mequon, WI 53092

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:07/20/2025

  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 what is referred to as a limited FSA. What that means is I can use for medical and prescription expenses once my HDHP plans deductible has been met and the proper paperwork is filed with Health Equity. I did that and it was approved on July 2, 2025 by Health Equity. Once that approval is processed my account should automatically update to allow me to pay for qualified medical expenses. For some reason that didnt happen with Health Equitys system. I have reached out to their customer service department several times over the last 3 weeks. I was originally given a time frame of 3 to 5 business days for the issue to be resolved. That time came and went with no resolution. Their customer service department offered no explanation for the delay or where they were in the process of getting the issue resolved or what the issue even was. I know it is nothing on my part. My last call on the 17th, I was basically told to call back for weekly updates or wait for an email showing the case is closed. This sounds ominous to me and is unacceptable customer service . This is my money that is withdrawn from my paycheck by my employer and I should have access to it

  

  Business Response

  Date: 07/21/2025

  Hi *****, We apologize if you experienced anything less than the remarkable service we strive to provide our members. Our Member Relations team will be in contact with you to resolve the issue at hand.

  Customer Answer

  Date: 07/24/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23628144, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:07/16/2025

  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'm writing to formally report serious issues I’ve experienced with my HealthEquity HSA account (ID: 23044281), which I contribute to and is partially funded by my employer.
  My account was frozen—for the second time—without any prior notice or explanation. I was told to provide 60 days of bank statements and a government-issued ID to regain access. I offered a letter from my bank (Green Dot) confirming account ownership, along with my ID, but this was rejected. When I asked for a written policy, I was told there wasn't one, and the call disconnected. On a second call, I was again told it was “policy,” but still not provided anything in writing.
  After agreeing to upload the documents, I found I could not log in—my email had been removed from the account without my consent, preventing access. I had to call again to restore access and was asked for information I couldn’t retrieve because of the email change.
  This situation raises serious concerns, including:
  No written policy for invasive documentation requests;
  Unlawful modification of my account without notice;
  Privacy violations, asking for unnecessary banking data;
  Denied access to my legally contributed funds;
  Repeated communication failures and inconsistent handling.

  

  Business Response

  Date: 07/17/2025

  Hi ********, We apologize if you experienced anything less than the remarkable service we strive to provide our members. Our Member Relations team will be in contact with you to resolve the issue at hand.

• Initial Complaint

  Date:07/15/2025

  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.

  Wageworks, now HealthEquity, is supposed to reimburse BCBS Basic members for Medicare Part B payments, up to $800 a year. I have submitted a claim twice now for my Medicare payment for July ($185) to be reimbursed and my claim was denied both times. I submitted the appropriate documentation, as I have for the past 4 years, and they have denied the claims - the reasons given when I called were irrelevant and the rep would not listen to me! She seemed to have no knowledge of what was in my claim, and scolded me when I tried to tell her that she was wrong, after being put on hold multiple times, all that she said was that my claim would be reviewed (again!) sometime in the next several days! Apparently no one there has any idea what they are doing! The correct response would be that they were sorry for the mistake and delay and would process my claim quickly! She kept trying to give me incorrect information, saying I was asking for the wrong amount, I had to explain the date on my documentation was correct and the amount I was requesting was also correct, but still, no resolution. The online denial explanations are incorrect.

  

  Business Response

  Date: 07/17/2025

  Hi *********, We apologize if you experienced anything less than the remarkable service we strive to provide our members. Our Member Relations team will be in contact with you to resolve the issue at hand.

• Initial Complaint

  Date:07/14/2025

  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.

  My husband ***** has called this company multiple times to dispute distributions from his HSA that he did not make. They told him they would call within a week or two. It has been over a month. They were also supposed to correct his email they claimed it would take 7-10 days to update. His email has yet to be updated. I worked at a financial institution previously and the service at this place is absolutely ridiculous.

  

  Business Response

  Date: 07/15/2025

  Hi ******, We apologize if you experienced anything less than the remarkable service we strive to provide our members. Our Member Relations team will be in contact with you to resolve the issue at hand.

• Initial Complaint

  Date:07/12/2025

  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.

  Health equity is making it impossible for me submit proper documentation, vague with descriptions and freeing up the money for medical expenses to pay bills. I attempt multiple times to provide documentation which is specific to the request. To continue to be denied the release of my funds. My card has been suspended since April and all documents get denied. This company is holding my money hostage and I’m unable resolve the issue due lack of educated staff all stating different info as to why my card is still locked. This company is a scam and is making my financial crisis worse by not
  un suspending my money to pay expenses.

  

  Business Response

  Date: 07/14/2025

  Hi ******, We apologize if you experienced anything less than the remarkable service we strive to provide our members. Our Member Relations team will be in contact with you to resolve the issue at hand.

  

  Business Response

  Date: 07/14/2025

  Hi ******, We apologize if you experienced anything less than the remarkable service we strive to provide our members. Our Member Relations team will be in contact with you to resolve the issue at hand.

• Initial Complaint

  Date:07/10/2025

  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.

  Online access to my HSA account has been blocked without explanation for over three days now. None of the steps suggest by the three customer service representatives I spoke with have worked. I'm given no other solutions but waiting, even though it's unclear for what exactly.
  
  I hereby request that online access to my HSA account be promptly restored. The lack of it prevents me from freely managing my funds, including making investment decisions.

  

  Business Response

  Date: 07/11/2025

  Hi ******, We apologize if you experienced anything less than the remarkable service we strive to provide our members. Our Member Relations team will be in contact with you to resolve the issue at hand.

  Customer Answer

  Date: 07/14/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23582853, and find that this resolution is satisfactory to me.

  For the context: HealthEquity had to reset my credentials (this didn't work when I tried to do it myself.) Then, using the Forgot option, I recovered my new username. Coupled with a new temporary password HealthEquity sent me, it let me access my account again. I want to emphasize that the problem was created entirely by HealthEquity, and their customer support response was absolutely inadequate. It took my posting this complaint to BBB to get things resolved. 

  
  
  
  Sincerely,
  
  
  
  ******

• Initial Complaint

  Date:07/07/2025

  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 received the following e-mail on 7/5:"Hello,A card transaction was denied on 07/05/25 for account(s) you have at HealthEquity in the amount of $190.Log in to your online account to view the details of this card transaction.If you did not initiate this transaction, please contact us immediately at ************. We are available 24/7.Thank you,Your HealthEquity Team"I have called and e-mailed Health Equity and no one will respond.I was told by Health Equity customer service that "we can't help you."I need to know the merchant/vendor who is trying to fraudulently charge a closed HSA account $190.

  

  Business Response

  Date: 07/08/2025

  Hi, ***. We apologize if you experienced anything less than the remarkable service we strive to provide our members. Our Member Relations team will be in contact with you.

  Customer Answer

  Date: 07/11/2025

   
  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.
  
  Sincerely,
  
  *** ********

• Initial Complaint

  Date:07/07/2025

  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.

  This is my second complaint with Health Equity. I have my FSA card through this company and the only way I can describe their business is that they are "trigger happy" to deny claims and card purchases that are rightfully and legally approved FSA purchases. I have a doctor I see monthly on an online platform, and her monthly fee was a PAIN to get approved by them, even though it is a doctor I see monthly. I had to jump through hoops to get documentation they requested, and when I submitted two pages worth of documentation, they denied it again because they "didn't read the second page" that was attached. This is pure negligence on the company's part. Now my doctor's monthly fee increased, and what took me so long to initially get approved is now being denied in their system again. I have spoken to both a call agent and a supervisor who said the "best they can do is try to resubmit it for approval, with no guarantees" and that there is no physical human I can speak to in the claims department about my concerns. So basically, their hands are tied. This is UNACCEPTABLE as this is my own money I put into this account to use for medical purposes, and the incompetence and negligence shown by this company is something they should be ashamed about.

  

  Business Response

  Date: 07/07/2025

  Hi, ********. We apologize if you experienced anything less than the remarkable service we strive to provide our members. Our Member Relations team will be in contact with you.

  Customer Answer

  Date: 07/07/2025

  
  
  Complaint: 23564659
  
  
  
  I am rejecting this response because: I have not been contacted by this business after it said that someone would be contacting me. This has not been resolved.
  
  
  
  Sincerely,
  
  
  
  ******** ******

  

  Business Response

  Date: 07/14/2025

  Hi ********,
  Our Member Services team has confirmed that providing an
  updated letter—identical to the one you submitted on 01/07/25 but reflecting
  the current service dates and the revised price—will be sufficient to validate
  your outstanding card transactions. If you require any further assistance,
  please do not hesitate to reach out. Thank you for being a valued member. 

• Initial Complaint

  Date:07/03/2025

  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.

  Numerous calls to Health Equity/Wageworks as claims incorrectly processed to FSA and not HSA. Claims processors and some call center representatives think an Opthamologist (MD) is the same as an Optometrist (non-MD). Dates of Service April 18 2025 and March 28 2025. Different instructions when I call the call center. Even had to find a fax machine ($7 cost at UPS center) to send Health Equity/Wageworks EOB information. Now, I have been asked to mail or fax my appeal. Still not resolved.Currently on another call for over 30 mins. and on hold for four times already.

  

  Business Response

  Date: 07/07/2025

  Hi, ******. We apologize if you experienced anything less than the remarkable service we strive to provide our members. Our Member Relations team will be in contact with you to resolve the issue at hand.

• Initial Complaint

  Date:07/03/2025

  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.

  Problem with Cobra company

  

  Business Response

  Date: 07/03/2025

  Hi, ***** and ****. We apologize if you experienced anything less than the remarkable service we strive to provide our members. Our Member Relations team will be in contact with you.