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:05/28/2025

  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.

  Starting in Jan of 2022, my employer switched from allowing us to choose who we want our HSA with to forcing us to use HealthEquity. We were charged monthly statement fees. It started at $1. but then switched to $1.50. Being that I haven't gotten a paper statement from them, and when I transferred the account from employer-sponsored to personal in December of 2023 (since they charge an arm and a leg for you to roll it over into another HSA), I confirmed at that time that this was set up w/out any fees. Since I continued to get no statements, I assumed they were telling the truth. Seven weeks ago, I spoke to "*****" via chat she said "Rest assured, I will create the ticket request now. You can expect to receive an update to your email address on file as soon as I receive the feedback from the processing team that paper statement fees have been refunded. Yes, I will request for all the paper statement fees charged from the start to be refunded." Four weeks ago, I logged back in since zero communication from them; they refunded 1 of the fees. I spoke to ******** who said they could only go back 3 months and needed to create a ticket to go back to the beginning". Today 5/28 not only did they not do the 3 months that ******** stated but I now spoke to ****** who then said the department had questions and wanted more info (but nobody reached out to me); I provided the info and she said they would reach out (which we all know isn't accurate).
  
  This company, you have to babysit as they do not follow through and they do not tell the truth. I would just like my money refunded into the account. Had i known I had to babysit them from the begging; I would have. I would also never recommend this company if you can choose where to put your HSA money.

  

  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:05/25/2025

  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 two issues.
  1) Healthequity cancelled my card and didn't tell me it was going to be cancelled.
  2) I've been having issues with using the"stacked card" and it taking money from the wrong account. I can't get an explanation of what is going on and when it will be fixed.
  
  I would like to know when I was notified about the card getting cancelled and when my accounts will be fixed.

  

  Business Response

  Date: 05/27/2025

  Hi *****,

  We're sorry that you didn't have the best experience with us. We take great pride in our customer service and are dedicated to providing remarkable service to all our members. Our Member Relations team will be getting in touch with you to ensure that the issue is resolved quickly. Please allow our escalation team sufficient time to investigate the account details thoroughly, ensuring an accurate and informed response to your concerns.

• Initial Complaint

  Date:05/23/2025

  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.

  HealthEquity / WageWorks is the absolute worst company to do business with. I have FSA and HSA accounts with them and twice in 4 months they have screwed up and charged my dental and vision expenses to the wrong account, making me spend MORE THAN 8 HOURS on the phone with them to correct it AND expecting me to fill out form after form to correct THEIR mistakes. The level of incompetence and complete lack of customer service is astounding. I don’t know why any company would choose to subject its employees to the torture of interacting with Health Equity or subject itself to the productivity lost by its employees trying to wrangle a resolution during work hours. At this point I have spent a day trying to get my issues resolved which is a significant loss to my employer and one I will be sharing with my executive team.

  

  Business Response

  Date: 05/27/2025

  Hi Iris,

  We're sorry that you didn't have the best experience with us. We take great pride in our customer service and are dedicated to providing remarkable service to all our members. Our Member Relations team will be getting in touch with you to ensure that the issue is resolved quickly. Please allow our escalation team sufficient time to investigate the account details thoroughly, ensuring an accurate and informed response to your concerns.

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23371758
  
  I am rejecting this response because:

   

  As of June 4, 2025, I had not received any communication nor contact from Health Equity concerning my issue. On June 4, 2025, Health Equity responded to me via email that they would correct their error but as of today, June 5, 2025, my accounts have not been rectified and the erroneous posting of my vision expenses to my HSA account instead of my FSA account remains. As of now, my issue is still unresolved. 
  Sincerely,
  
  **** ***********

  

  Business Response

  Date: 06/12/2025

  Hi, Iris. I confirmed with our member relations team that they have been in contact with you regarding this issue. Your case is currently still in process. We will reach out as soon as an update is available.

• Initial Complaint

  Date:05/22/2025

  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 submitted a receipt for dependent care FSA reimbursement on May 7th. The receipt contains all required information including the child name, the provider name, the cost, and the period of the child care. They denied the claim because they misread the dates of care on the receipt, even though the dates of care on the receipt are clear and unambiguous. I asked customer service to reprocess the receipt, but they are unable to do this themselves and they have to raise a case number. The problem is that the cases either remain open or get closed without comment. This ridiculous situation makes it impossible to resolve my problem and I have contacted customer service at least 5 times to try and resolve this issue over a period of two weeks.

  

  Business Response

  Date: 05/23/2025

  Hi ********,

  We're sorry that you didn't have the best experience with us. We take great pride in our customer service and are dedicated to providing remarkable service to all our members. Our Member Relations team will be getting in touch with you to ensure that the issue is resolved quickly. Please allow our escalation team sufficient time to investigate the account details thoroughly, ensuring an accurate and informed response to your concerns.

• Initial Complaint

  Date:05/22/2025

  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 holds my HSA or Health Savings Account. After several months of having this account holder, they started not allowing me to take the full amount out of MY account, stating that i need to retain $25 to "cover costs" if I wanted to close the account. i do not want to close the account, but also cannot in the middle of a benefit year.
  
  Weeks later, this happened again, and I was told the amount must be retained to cover costs. Again, I am not closing the account. An agent was able to override the $25 fee after time on my part.
  
  two weeks later, the $25 fee req is popping up again. This time, an agent says they cannot override the fee and no supervisors are available.
  
  the account rules keep changing, and the fee is supposed to only be retained in the event of a closure. I had a prior HSA account holder that never charged fees.

  

  Business Response

  Date: 05/23/2025

  Hi *****,

  We're sorry that you didn't have the best experience with us. We take great pride in our customer service and are dedicated to providing remarkable service to all our members. Our Member Relations team will be getting in touch with you to ensure that the issue is resolved quickly. Please allow our escalation team sufficient time to investigate the account details thoroughly, ensuring an accurate and informed response to your concerns.

• Initial Complaint

  Date:05/21/2025

  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.

  Beginning of April, my health savings account was hacked $7000. This is the second time my account has been hacked in one year.
  
  I have been calling Health Equity almost on a daily basis for seven weeks to try and get access to my account to pay Health related expenses.
  
  
  They first sent new cards out to the person who hacked my account and Indianapolis Indiana.
  
  
  I have given them my new information, including fax, work address, and email. When I call back the next day, they have no record of this .
  
  It is the strangest and most bizarre experience I’ve ever had with a business.
  
  I’ve been told that I will be contacted in 2 to 3 days and I’ve never received a phone call.
  
  I have credit agencies contacting me to collect healthcare related expenses. I cannot access my account because the system says they don’t recognize my emailaddress even though I have dailey been calling in with my email address.
  
  They don’t know how to secure my account it’s been hacked twice and there’s no authentication system. For this business to manage thousands of dollars and not have any authentication system is unheard of.
  
  I appreciate any help you give me.

  

  Business Response

  Date: 05/22/2025

  Hi *******,

  We're sorry that you didn't have the best experience with us. We take great pride in our customer service and are dedicated to providing remarkable service to all our members. Our Member Relations team will be getting in touch with you to ensure that the issue is resolved quickly. Please allow our escalation team sufficient time to investigate the account details thoroughly, ensuring an accurate and informed response to your concerns.

  Customer Answer

  Date: 05/22/2025

  
  
  Complaint: 23360913
  
  
  
  I am rejecting this response because: this is the exact same response I’ve been given over the phone for the past 7 weeks. They say over the phone “we are escalating this and giving it highest priority. Give us 2-3 days to get back to you.” No phone call or email back after this response. I call back and they literally have no record of updated email or address. They don’t have my phone number either even though I call daily with all this information.  Most bizarre!! 
  
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 06/18/2025

  Hi *******, our Member Relations Specialist advises that new cards were expedited to you, and you have now been successful in utilizing the debit card. Should you have any additional questions or concerns, please do not hesitate to reach out. Thank you for being a valued member.

• Initial Complaint

  Date:05/12/2025

  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 been trying to reach gain access to HSA online account. Unfortunately, this company is not willing to work with me and wanting to keep my money for themselves.

  

  Business Response

  Date: 05/14/2025

  Hi ****,

  We're sorry that you didn't have the best experience with us. We take great pride in our customer service and are dedicated to providing remarkable service to all our members. Our Member Relations team will be getting in touch with you to ensure that the issue is resolved quickly. Please allow our escalation team sufficient time to investigate the account details thoroughly, ensuring an accurate and informed response to your concerns.

  Customer Answer

  Date: 05/14/2025

  
  
  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:05/09/2025

  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 tried setting up my online account when I hit next on one of the screens. I had an error message pop up that said my account had been locked out. I called "customer service". The first lady I spoke to after verifying all my information said she would put in a trouble ticket with IT to have my email updated. She then told me it would take 3 weeks. I said ok thank you and hung up. I called back a few minutes later furious that it would take 3 weeks to update my email. On the following call, the representative said 3 weeks was not correct and it would only take about 48 hours and if I didn't receive an email to call them back. 48 hours passed and no email. I called for a third time. This "customer service representative" told me that they can do nothing on their end and a letter was sent out to my home address with instructions on how to do this. 3 different representatives and 3 different answers. This is absolutely unacceptable. I want to close my account and withdraw the money but that has to be done online too for an account I have no access to. If I didn't have to have gone with this company I wouldn't have. I will make sure to everyone I know with this company to close their accounts and move it somewhere else and don't tell me all these measures are for security because I can verify my identity through a million different ways. What are they paying theses customer service representatives for if they can only give me " I can't do anything about that" or give me wrong answers. The second I get access, I am closing my account and never doing business with them again.

  

  Business Response

  Date: 05/14/2025

  Hi ******,

  We're sorry that you didn't have the best experience with us. We take great pride in our customer service and are dedicated to providing remarkable service to all our members. Our Member Relations team will be getting in touch with you to ensure that the issue is resolved quickly. Please allow our escalation team sufficient time to investigate the account details thoroughly, ensuring an accurate and informed response to your concerns.

  Customer Answer

  Date: 05/14/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I have not received a call or email in regards to my complaint. I would like to know a timeframe for the call so I can make sure I am available. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 05/16/2025

  We want to assist you as efficiently as possible; however, we are currently unable to make outbound contact as your contact information could not be verified during our updated Contact Information Review process. A letter has been sent to your mailing address, and you will need to wait until it is received and your contact information is updated in the portal. Once this update is complete, we will be able to proceed with further assistance. I will continue to monitor your account and will provide an additional update once your contact information has been successfully updated. Thank you for your patience and understanding.

  Customer Answer

  Date: 05/16/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it is passed the date I was told the letter would be received. My contact information has been updated, at least that's what the prior people I have spoken to has said. If my contact information hasn't been updated how am I supposed to receive anything to tell me how to update it.
  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 05/22/2025

  ******* from our escalation team contacted the member on 5/20 to ensure they were able to log in successfully. The issue was resolved and confirmed during the call.

• Initial Complaint

  Date:05/08/2025

  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.

  Since the beginning of Feb I have tried to get my account closed and have a check sent. I’ve called the customer service probably 30 times have had my account closed two times and have supposedly had 2 checks sent out in the amount of $564.00. At this point I’ve lost my patience. Monday i’m proceeding with alternative choices because at this point it’s criminal what you are doing. I will also be writing a google review. Your customer service is wonderful the issue is your company. It’s ridiculous.

  

  Business Response

  Date: 05/09/2025

  Hi *****,

  We're sorry that you didn't have the best experience with us. We take great pride in our customer service and are dedicated to providing remarkable service to all our members. Our Member Relations team will be getting in touch with you to ensure that the issue is resolved quickly. Please allow our escalation team sufficient time to investigate the account details thoroughly, ensuring an accurate and informed response to your concerns.

• Initial Complaint

  Date:05/08/2025

  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.

  On May 7, 2025, I received several notifications from my digital wallet regarding MBTA commuter transactions on my HealthEquity commuter benefits card. These transactions occurred while I was in the office and not using my card, indicating unauthorized activity. Later that same day, when commuting home, my card was declined multiple times at the MBTA gate. The same issue occurred again the following morning, May 8.
  
  I contacted HealthEquity customer service to report the issue. The representative could not confirm the specific time zone of the unauthorized transactions but assisted in filing a claim for four transactions totaling $3.80, which they reported occurred at 10:14 AM. I explained that the only time my card may have been legitimately used on May 7 was between 8 and 9 AM ET.
  
  After the claim was filed, I was informed that a replacement card would take 7–10 business days to arrive. As someone who works in financial services, I find this timeline unacceptable. In cases of fraud—particularly when the customer is not at fault—most financial institutions offer expedited replacement options. When I asked to speak with a supervisor and inquired about expediting the replacement card, I was told this is not possible and that 7–10 business days is their standard.
  
  I also asked if I could be reimbursed for out-of-pocket eligible commuting expenses incurred during the 7–10 business day period while I am without access to my commuter benefits. The supervisor informed me that reimbursement is not an option.
  
  I find it deeply disappointing that HealthEquity does not have more flexible or customer-friendly procedures in place to support users impacted by fraudulent activity on their cards. I am left without access to my commuter funds through no fault of my own, with no option to expedite replacement or receive reimbursement, causing undue stress and inconvenience.

  

  Business Response

  Date: 05/09/2025

  Hi *****,

  We're sorry that you didn't have the best experience with us. We take great pride in our customer service and are dedicated to providing remarkable service to all our members. Our Member Relations team will be getting in touch with you to ensure that the issue is resolved quickly. Please allow our escalation team sufficient time to investigate the account details thoroughly, ensuring an accurate and informed response to your concerns.