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

  
• 

  WageWorks, Inc.

  10375 N Baldev Ct Mequon, WI 53092

• 

  HealthEquity, Inc.

  1010 Dale St N Saint Paul, MN 55117

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:07/01/2025

  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.

  Sharing my frustrations with Health Equity (HE). My functional medicine doctor prefers natural supplementation as opposed to other prescription drugs in most cases, and Im required to use a specific medical dispensary for ordering these prescribed supplements (FullScript). Ive completed HEs required letter of medical necessity (LMN) that my doctor signed and completed. My documentation sufficiently supports the claim under IRS guidelines (see below). Im concerned that requesting a full list of all medications and supplements oversteps whats necessary by law and poses a serious privacy concern.Earlier this year, I spoke with one of HEs supervisors and she assured me Id met all requirements and I was good to go. Since then, I've been told that my letters arent sufficient, and HE continues to deny every single transaction/claim I submit. As mentioned, Ive done everything theyve asked of me, including getting a signed *** from my licensed functional medicinal provider and that should suffice according to *** guidelines. I trust that the current documentation meets the standard for eligible expenses under the *** and FSA guidelines and given the documentation has already been provided by my medical provider.*IRS GUIDELINES: Nutritional Supplements- You can't include in medical expenses the cost of nutritional supplements, vitamins, herbal supplements, natural medicines, etc., UNLESS they are recommended by a medical practitioner as treatment for a specific medical condition diagnosed by a physician. These items are taken to maintain your ordinary good health and aren't for medical care.I've provided more than what's legally required. Against my better judgement, I resubmitted a new *** to HE, listing all of my personal information. Ive done everything theyve asked of me and it still isnt good enough for their unreachable standards. This is an invasion of my privacy and HE needs to be held accountable.

  

  Business Response

  Date: 07/02/2025

  Hi, *******. Thank you for bringing this to our attention. Our Member Relations team will be in contact with you to resolve the issue at hand.

• Initial Complaint

  Date:06/30/2025

  Type:Billing 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 used my rx claims to payback a claim they paid to my dr that had no receipt. They did not contact me before hand nothing. I get the receipts every 3 months so they had no right to do this.
  They have asked me to change pharmacies because they cannot get with Walmart and get their cards to work. I should be able to choose where i get my prescriptions they should never ask me to change to a different pharmacy because they cannot get with Walmart to get this issue fixed.
  They are now saying i file an amendment to my claims but i cannot get any forms except through the mail so it will be over 30 days before I get my money back.
  And when you call in not to be snickered at from behind the phone. No one deserves to be laughed.

  

  Business Response

  Date: 06/30/2025

  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: 07/01/2025

  
  
  Complaint: 23536666
  
  
  
  I am rejecting this response because they never reached out to me 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 07/03/2025

  Hi, *******. We understand the frustration caused by the two claims that were applied toward an outstanding card transaction, as well as the continued declines at Walmart. We sincerely apologize for the inconvenience and financial impact this has caused.
  
  The member relations team confirms that the receipt you provided was promptly forwarded to the Claims team, and the claim was reviewed and approved immediately.
  
  Regarding the Walmart decline issue, the team confirmed that this matter requires coordination between the merchant and Sigis, the system that validates eligible expenses. At this time, there is no confirmed timeline for resolution. However, the Card Management team has been made aware of your concerns and the hardship this is causing.
  
  Your feedback has been taken seriously and remains a priority. The team will continue to monitor the situation and provide updates as they become available.

• Initial Complaint

  Date:06/26/2025

  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.

  My husband and I have a Healthcare Equity account and have been battling them for over a month now to get our card working in order to pay several medical bills. They first set up the account incorrectly, issued new cards, those cards also did not work and then escalated the issue with no timing or closure on how it will be resolved. In the interim, we have unpaid medical bills that continue to go unpaid. They essentially are gatekeeping our own funds. The service has been subpar to have this issue resolved. When searching online, this does not appear to be an isolated incident.

  

  Business Response

  Date: 06/27/2025

  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: 06/30/2025

  
  
  Complaint: 23522900
  
  
  
  I am rejecting this response because:

  After 3 days of notification, Health Equity has yet to reach
  out to me and this situation is still not resolved!
  
  
  
  Sincerely,
  
  
  
  ******** *******

  

  Business Response

  Date: 07/01/2025

  Hi, ********. Our Member Relations team confirmed that as of 06/30/25, your healthcare card is active and available for immediate use. We identified that a spend-by date of 05/10/25 was inadvertently placed in the card system, which caused the issue.
  ?
  We apologize for the inconvenience and appreciate your patience. Thank you for being a valued member.

  Customer Answer

  Date: 07/01/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23522900, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******** *******

• Initial Complaint

  Date:06/26/2025

  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 have a HealthEquity account through my employer. I have a card that is tied to both an HRA and an HSA account. The card is supposed to automatically see a charge and know which account to pull from. HRA is only used for dental and vision expenses. The card is only pulling from the HRA for every expense that is charged to it. I have tried calling, messaging, everything to try and get HealthEquity to fix the problem. They open cases, close the cases saying it's fixed, and nothing changes. I have lost all hope that anything will get fixed. I will continue to have charges to the card as me and my wife are expecting another baby in December and I can't afford to have this go on any longer

  

  Business Response

  Date: 06/26/2025

  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.

  Customer Answer

  Date: 06/27/2025

  
  
  Complaint: 23521819
  
  
  
  I am rejecting this response because:
  

  I have been told at least 5 times in the past month that someone will be “getting back” to me. I have yet to receive 1 phone call back. I do not accept this response as it has been proven to mean nothing.

  
  Sincerely,
  
  
  
  ******* ********

  

  Business Response

  Date: 07/03/2025

  Hi *******, we apologize for your frustrating experience. After investigating your case, our Member Relations team was able to determine the issue and has provided details. The debit card was corrected on 06/12/25, however, did not take effect until the system updated overnight, causing the last transaction to pull incorrectly. The Member Relations Team advises that this is resolved and the next time the card is attempted, it should not cause additional incorrect pulls. The team confirms that they are working to resolve all transactions and should see a final resolution within 3-5 business days.

  Customer Answer

  Date: 07/07/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23521819, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:06/26/2025

  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.

  Unable to access account. Attempted to reset password several times moving through their steps. Error message states to contact customer service. My account has been locked for almost two weeks now. I have spoken to a customer service rep every day who has taken my information and submitted it to IT. I have received an email from IT that gives me a temp password. When I use the temp password, I get a message that my account is immediately locked. When I say Forgot User Name, I get an email with my user name and FraudBlock in front of it. This is unacceptable. It feels like the company is holding your funds hostage. No concrete answers. No option for a hard reset. This is an unacceptable business practice. I understand they are worried about security however these are my funds and they need to be accessible to file claims when it is convenient for their users.

  

  Business Response

  Date: 06/26/2025

  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: 06/27/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23520969, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** **********

• Initial Complaint

  Date:06/24/2025

  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.

  Hello
  I am writing to bring to your attention an issue with my HealthEquity account. Due to my HSA termination in the system on October 6, 2024, I have been unable to access the funds in my HealthEquity account. I have been in contact with HR, HealthEquity customer service, the Union, and all other relevant parties, but unfortunately, my inquiries have not yielded a resolution. Despite my efforts, I did not receive a new card until after my available funds were no longer accessible, which was not a result of any action on my part. Regrettably, my follow-up calls and messages have not been returned, and I have been met with assurances to look into the matter without any subsequent updates. I would like to highlight that while the recent insurance issue affecting the entire hospital was promptly addressed, my issue, although significant to me as an hourly employee, seems to have been pushed aside. The amount of $2000.00 is substantial, and I believe it is essential that this matter be resolved promptly. I would appreciate it if you could assist me in recovering my funds.

  

  Business Response

  Date: 06/25/2025

  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:06/23/2025

  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.

  Pre-tax payroll deductions are made to my Health Equity Card for transit/commuter purposes. I have tried to use my card several times, but the transactions have not gone through. I called the customer service number and spent 90 minutes on the phone with poor customer service. First 45minutes was spent with an agent who was clueless on how to handle my problem, and the last 45 minutes was spent with an agent who referred me to the MTA. I am so sorry I decided to participate in this program. I have pre-tax payroll deductions made to my Health Equity Card for transit and commuter expenses. However, I have tried several times to use my card, and each time I face ongoing issues with my Health Equity Card, which has pre-tax payroll deductions designated for transit and commuter expenses. Despite multiple attempts to use the card, every transaction has failed. I reached out to customer service, only to spend a frustrating 90 minutes on the phone receiving inadequate assistance. The first 45 minutes were spent with an agent who seemed unfamiliar with the issue, while the remaining time was spent with another agent who simply referred me to the MTA without providing a solution. This experience has left me deeply dissatisfied, and I regret my decision to participate in this program. It’s imperative that this matter is addressed swiftly to prevent further inconveniences for users like myself.has failed.I now have to either call the OMNY customer service to figure out why my card isn't working or use my Health Equity commuter card to purchase an OMNY card.

  

  Business Response

  Date: 06/24/2025

  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.

• Initial Complaint

  Date:06/22/2025

  Type:Billing 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 dependent care and on 6/11/25. Claiming like I always do to pay my provider and it came back that it was taken for “overpayment”. I have spoke to multiple supervisors and they explained it to the error on their end that they did and to file a new claim, and the money will be sent out to me. The money was not sent out to me. It keeps being taken back and now we are going on two weeks. My account has overdrafted because I have to pay my provider. I’ve been told this has been escalated multiple times and I still have no resolution

  

  Business Response

  Date: 06/23/2025

  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: 06/23/2025

  
  
  Complaint: 23502957
  
  
  
  I am rejecting this response because: I have been waiting to be contacted and never have been and this issue is still not resolved. This is ridiculous. When I was initially told 48hours and it has been 2 weeks
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 06/25/2025

  Hi ******, we apologize for your frustrating experience. After investigating your case, our Member Relations team was able to determine the issue and has provided interaction details.

  The delay in receiving reimbursement, was due to having been overpaid in a claim, additional documentation was required showing total accumulated expenses. Thank you for providing additional documentation to complete processing. This form allowed member services to finalize your reimbursement request, completed on 06/24/25. Please allow 2-3 business days for funds to appear in your ACH account.

• Initial Complaint

  Date:06/21/2025

  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.

  Dear HealthEquity Support,
  
  I’ve been unable to log into my account for over a month. I’ve called every weekend with no resolution, and I still don’t have access.
  
  Please escalate this and provide a clear update on when my access will be restored.

  

  Business Response

  Date: 06/23/2025

  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:06/21/2025

  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.

  For all retired from Trane Technologies after 10 year we every year get @500.00 ,plus $250.00 for wife or husband ,last year they give me hard time but the send me the money ,this year they say they can pay me ,i and i know all the people than i call they got the money $ 750.00

  

  Business Response

  Date: 06/23/2025

  Hi, ****. Thank you for reaching out. Our Member Relations team will contact you soon.