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:06/20/2025

  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 company is a rip off! This operation seems very much like a scam! I have a Health Equity HSA account which has just over $1,500 in it. I attempted to use my HSA to pay for a small surgery in Feb of 25'. It was declined. I attempted the pay for another small procedure a couple of weeks later and got the same result...declined. I tried to get some Rx using my HSA card and you guessed it...declined. So I have been trying now for 3 months to close this account and why wouldn't I? I cannot use it. Funny thing is that they ALWAYS deduct their "admin" and "statement fees". Like clockwork! They never get that mixed up. They even keep $25.00 just for closing the account! I am now on my third request to close the account. I keep getting the run around. I believe they are intending to keep my money locked up until it has exhausted every nickel in "fees".

  

  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: 23497474
  
  
  
  I am rejecting this response because:
  
  I have already had 3 different communications with your people and each time just getting the run around. I believe this company intends to drag this out until it has exhausted the account with fees. This has to be illegal. 
  
  Sincerely,
  
  
  
  ****** ****

  

  Business Response

  Date: 06/25/2025

  Hi ******, thanks for reaching back out. Member Relations let us know they attempted to contact you on 06/24/25 and left a message with instructions in your voicemail. When you have a moment, feel free to give ******** a call back at ************. They would be happy to assist you further, if needed.

• Initial Complaint

  Date:06/18/2025

  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 have been unable to access my account. Initially they enrolled me wrong and did not associate a phone # for me to verify and be able to set up an account. My funds from my check were going to the account but I had no access. I had to call and get this corrected to even create my account. This took a couple days for me to get an account. Second I forgot my password and attempted a reset but it locked my account. Their system says call for help. No one can help unlock my account. This is my second day calling and they cant unlock it and they cant tell me when it will be unlocked. I have no access to my funds without my account being unlocked as my employer only uses checks and checks are an outdated form of payment. My orthodontist requires a card that I am having to pay month payments without access to my HSA. My inability to access funds has to be a violation of a regulation. How is this possible they need to fix their system.

  

  Business Response

  Date: 06/18/2025

  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: 06/24/2025

  
  
  Complaint: 23484142
  
  
  
  I am rejecting this response because it's been a week and no one has been in contact with me. 
  
  
  
  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 logging in and resetting your password, was due to attempting too many times before the process was completed and the account remained locked. We apologize that Member Services was not able to provide you with the timeframe for the account to be unlocked, this policy has been updated. Please do not hesitate to reach out to Brittni with any additional questions or concerns.

• Initial Complaint

  Date:06/12/2025

  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.

  I am writing to formally file a complaint regarding a serious issue with my Flexible Spending Account (FSA) administered by HealthEquity/WageWorks. The issue has caused significant disruption to my ability to pay for essential medical expenses, and my attempts to resolve it through HealthEquity’s customer service have been met with unacceptable and unprofessional behavior.During the 2024 open enrollment period, specifically in November 2024, I increased my FSA election amount from $1,500 to $2,500 for the 2025 benefit year. However, this updated election amount was never honored or applied by HealthEquity. I first contacted HealthEquity on May 8, 2025, to report the issue when my card was being declined for valid medical purchases. I was informed that a case would be opened and investigated. However, without any meaningful communication or resolution, HealthEquity proceeded to close the case and shut down my FSA card entirely—leaving me without access to my funds and without explanation or remedy.To make matters worse, during a follow-up call, I was assisted by a representative named *****, whose conduct was unprofessional and deeply concerning. The representative refused to provide clear information, refused to escalate the matter to a supervisor, and repeatedly interrupted and spoke over me as I tried to explain my situation. At multiple points during the call, the representative raised their voice and yelled, which is completely unacceptable behavior for customer support, especially in relation to a matter involving sensitive healthcare and financial issues.To date, I have received no reasonable explanation or corrective action from HealthEquity/WageWorks. I am formally demanding:A full investigation into why my FSA election increase was not honored.Immediate restoration or correction of the elected FSA funds for the 2025 benefit year.A written explanation and resolution plan regarding the closed case and deactivation of my FSA card.

  

  Business Response

  Date: 06/12/2025

  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:06/03/2025

  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 a HealthCare FSA (2024) account that I am owed $500.00. I have been trying for 6 months to be reimbursed and every time I call I am told wrong information. I spent 40 minutes on the phone with an agent today to be told that they will direct deposit the funds. The call was disconnected before she finished filling out whatever form and she never called me back. I proceeded to speak to someone through chat. She tells me something completely different. She tells me that they will not be able to direct deposit the funds bc the verification of my direct deposit failed but they cant tell me why. So I call and speak to a supervisor because I keep getting told different information and she confirms the direct deposit needs to be verified and it can take up to 10 days and I would have to call back. I am not calling back. This is unacceptable. You have kept my money for 6 months, and at this point you owe me INTEREST! I want my $500 ASAP! I want this direct deposited ASAP! I want to be contacted back ASAP - ************* My acct is through Fifth Third Bank. My name is ***** **********

  

  Business Response

  Date: 06/12/2025

  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:06/01/2025

  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.

  Unable to access account. Attempted to reset password several times moving through their steps. Error message states to contact customer service but when customers call their only response is to tell you to wait several hours ( they are unable to tell you how many). 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. Spoke with supervisor who also indicated it was out of their control.

  

  Business Response

  Date: 06/12/2025

  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:05/31/2025

  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 handles my employer FSA account. They violate the IRS rules when verifying receipts for expenses, All that is required per the IRS website on a receipt is my name, provider name, date of service , amount and a BRIEF description .Health Equity does not notify me when a receipt is declined, They lock my FSA visa card, They apply receipts to wrong charges and wrong dates, They refuse to have a supervisor contact me when requested on numerous occasions. Their staff does not read receipts and classifies them an invalid in clear violation of IRS rules. They do not
  Process recipes in a timely manner. I have submitted valid receipts for two $15.00 copays for May 19th and May 23rd OVER 19 times for the same provider, LITERALLY. I have also filed a complaint with my HR department and shown them proof of the receipts and the 19 submissions. This company is a total joke.

  

  Business Response

  Date: 06/12/2025

  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:05/30/2025

  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 have been denied access to my funds and online account since April. When you call customer service they provide the same excuse, the site isn't working, my card was denied more than 30 days prior to it's expiration date but they continue to charge an admin fee every month so I'm watching my savings shrink. A new card was never sent. They will send you the form to close your account but the investment portion must be liquidated before the account can be closed but you can't do that unless you have access to your online account. I noticed every response for complaints here are the exact same. Filing with the SCC will be my next step.

  

  Business Response

  Date: 06/12/2025

  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:05/30/2025

  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.

  On 05/29/25, I placed a call to Healthequity(Wageworks) to pay my monthly dental/vision premium because, my online account is no longer accessible. Of note, I notified Health equity of this issue months ago but, remains unresolved. Therefore, for the last several months, I have called in and made my payment either with a representative or via the IVR system. If payment was made via the IVR, the rep would verify my identity and transfer me to the system so I could complete my payment transaction. Unfortunately, today I called in to make my payment and a customer service rep by the name of ****** asked me for my name, date of birth, account number and last 4 of SS#. I explained that I didn’t feel comfortable giving my social security last 4 digits and asked if he could use another identifier, he firmly stated no. I attempted to explain that I had called in multiple times to make a payment and no customer service rep had ever refused to use another identifier. I asked if this was a new policy and he said no as this had been their process. So, I asked to speak with a supervisor. ****** was very resistant about transferring me to a supervisor. He continually asked me why I wanted to speak with a supervisor. After multiple requests and informing him why, he put me on hold and upon his returned to the line he told me that the supervisor, (******) said to tell me she would not be taking my call because, my account was not fully verified. I asked if he could share with me the information indicating this and the supervisor refusal to speak with me regarding my account and he stated if they had any information it would be mailed to me. As a policyholder, I should receive information regarding my account, assistance with making my payment (if needed) and have my questions answered by a supervisor if requested. I want to know why was I denied the help I needed and why was my request to speak with a supervisor refused? I had to find a way to resolve my own issue. Thank you

  

  Business Response

  Date: 06/12/2025

  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: 06/15/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23395953, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ********* *****

• Initial Complaint

  Date:05/29/2025

  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.

  From the moment I was hired in at the beginning of September of 2024 I have not been able to create an account to even see or access my claims. I have called at least 5 times to have this resolved and still nothing. I needed to see these claims to file an insurance claim and now I can't even do that. Last call confirmed it was a bug in the system and told me to expect an email in 5-7 business days for resolution. It's been about 3 weeks and nothing. Fix it!

  

  Business Response

  Date: 06/12/2025

  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:05/29/2025

  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 have been trying to close my account with HealthEquity since 11/21/2024. HealthEquity sent a check to my new HSA provider in full at this time, but my new provider didn’t receive the check.
  
  - 12/18/24: I called my new provider and HealthEquity to confirm the check wasn't received and hadn't been deposited.
  - 12/19: HealthEquity placed a stop pay on the check so a new check could be sent. In this process, my account was reopened without my knowledge and the check value was added back into my account.
  - 12/23: An account admin fee of $3.95 was charged before a new check was sent out on 12/30/2024.
  - 1/3/25: After realizing that the amount of that check was less than I expected, I saw the $3.95 admin fee and called HealthEquity to determine steps to get this refunded and sent to me. Support confirmed this fee was incorrectly charged, refunded the $3.95 to my closed account, and I was directed to fax a new account closure form so this could be processed.
  - 1/5: Faxed new account closure form to HealthEquity.
  - 1/31: Called HealthEquity and was told to give it more time.
  - 3/20: Called HealthEquity and was given a case number ******** to reference the next time.
  - 3/28: Called HealthEquity and was told I needed to fax an account closure form again because the one on file was out of date. I was assured this was the last step.
  - 3/31: Faxed new account closure form again.
  - 4/8: Called HealthEquity and was told it can take 5-10 days, so to wait.
  - 5/2: Called HealthEquity. The agent confirmed a paper check would need to be sent and confirmed my address with me.
  - 5/15: Called HealthEquity again and asked to speak with a supervisor. I was told the ticket was still in progress but there's nothing else that support could do besides add a comment to try to escalate, but no promises.
  
  It is now 5/29/2025 and the $3.95 is still sitting in my closed HealthEquity account with no movement. I want this $3.95 sent to me and for my account with HealthEquity to be fully closed.

  

  Business Response

  Date: 06/12/2025

  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.