Complaints

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

close

Find a Location

HealthEquity, Inc. has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:01/03/2023

  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 asked 3 times to have my HSA closed. The first time was on 12/15/22/ The last conversation I had with a representative was they would close my account since its balance was under a certain amount. they are continuing to take money from my bank account as of 1/3/23 and have not closed the account like they said they would. I want ALL funds including admin fees to be refunded at this point.

  

  Business Response

  Date: 01/04/2023

   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: 01/05/2023

   
  Complaint: 18676972
  
  I am rejecting this response because: The account is still open.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 01/12/2023

  Dear ******, thank you for your patience. Your reimbursement was processed. Your account was closed with a zero balance. 

• Initial Complaint

  Date:01/02/2023

  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 have submitted multiple claims for reimbursement from my dependent care account which currently has a balance of $1,387 for the 2022 year. I have submitted and have had approvals from Nov 30 - December 10 and December 19, None though have been paid out. I have called 15 times and spoken to several agents from their customer support line as I have also emailed with one of their escalation representatives to no avail. I have no next steps on what might be needed or how / when they will pay me back. Each time I call I am placed on long holds, asked to repeat the same info again and again and usually ***** minutes into the call they disconnect and never follow up or call me back. They offer no way to escalate or allow me to speak to a supervisor or offer any call backs to resolve the open claims

  

  Business Response

  Date: 01/03/2023

  Dear *****, 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:12/28/2022

  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.

  Per the letter I received I fedexed you a check in the amount of one month of premium for cobra on Nov 22. $1063 and change. Then you did not give notify my health, dental and vision providers that I have insurance. I called several times and you had no response other than processing time. Then you requested more money for some stub period which I did with an agent on the phone. Then you claimed my old company Rent A Center, which is admittedly shoddily run, canceled me saying falsely that I returned to employment and that they switched accounts with a correction. Fast forward. Now it is December 28 and I paid you in full on November 23rd for my coverage. You kept my money and have given my zero coverage for health, dental or vision. You have not notified my providers that you have been paid in full. So, you have stolen my money and provided me nothing in return. I have called you every day for a month and gotten umpteen cases filed and you have failed miserably at every single turn. You should be deeply ashamed of yourselves for your extreme incompetence.

  

  Business Response

  Date: 12/29/2022

  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.

  Thank you for your patience as we work to resolve the issue.

• Initial Complaint

  Date:12/14/2022

  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 was is***d a check for a reimbursement of my childcare FSA from 2019. The check was never cashed. I called Health Equity to have the check reis***d. Eventually (after almost a year and over 2 dozen calls with Health Equity and many hours on the phone and on hold) the check was reis***d, but incorrectly sent to my old address in 2021. During the many calls I had with customer service, the call would end each time with "we will reis*** the check and mail it to you". Each time, I would wait and it would not come, so I would call again. There was always some unexplained reason that the customer service rep didn't understand why the check never actually got reis***d. The excuses changed over time. The check that had been sent to my old address was voided at my request, and they said, once again, that they would reis*** it and send it to my new address. This never happened. I called again to have the check reis***d and once again was told that they would do so. Once again, no check ever came and I got yet another email saying the case was closed. This time when I called back, they said the statute of limitations of the funds had expired and I forfeit the money. This is unacceptable as it was the constant delays in getting the check appropriately reis***d that led to this taking OVER 2 YEARS to resolve (and counting). I will *** if this is not resolved immediately. At this point, I wonder if this company is just a scam.

  

  Business Response

  Date: 12/15/2022

  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:11/19/2022

  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 my employer's selected commuter benefits provider. They refuse to process shared ride payments even though shared rides are now available in my city. Even when I pointed out to public announcements that shared rides are available, they still haven't changed their policy and refuse to process shared rides transactions. The representative suggested that shared rides allowance is based on their own policy, not IRS.

  

  Business Response

  Date: 11/21/2022

  Hi Y *****,

  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:11/18/2022

  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.

  On 8-11-22 I authorized my HSA account , Health Equity/Further, to pay the University of Utah for a bill that was due for a visit my daughter had at Primary Children's Hospital months before. I did the transaction online by providing the payee billing address and instructing to pay the full balance of $681.75
  
  Further contracts with VPAY to send payment to providers and VPAY was instructed to pay U of U Health, but instead sent payment to a Community Health Partners of Fresno in error. This caused my U of U Health account to go into collections and I had to pay it off with other funds as the Utah AG office was threatening me with legal action. After spending two months now trying to work with Further to give me money back into my account , and suggest they work on getting their money back from Community Health of Fresno who refuses to rebate anyone even though they know they were paid in error, I have gotten nowhere. All the responses have amounted to , we cannot do anything about this but we will keep working on it. When I ask for updates its more of the same. In essence , due to their payment error with my account funds, they have stolen my money and refuse to give it back.
  
  I would like to report their organization as fraudulent and ask for assistance in getting the funds they paid out incorrectly back into my account. The U of U Health bill has been taken care of as mentioned with other funds so they are not involved in this issue any longer.
  
  Regards,
  **** ****

  

  Business Response

  Date: 11/18/2022

  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:11/15/2022

  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 don't know how this company has an A+ rating because based on my experience and the other complaints, all they do is play games with people's money. I had cancelled my parking pass, but due to it paying a month in advance, I ended up having a credit for one month because the money already had directly deposited from my paycheck. I contacted HealthEquity to get my money refunded back to me and was told by the representative that I needed to fill out a form and submit proof that I was the one who paid for the parking. I printed off the form the representative sent me, got a copy of my paystub showing proof of payment, and mailed it in. Then, I receive an email a couple weeks later saying my claim was denied. It gave no explanation why, and said I needed to log into my account for details. I log in to my account and there are no details at all. I call and talk to a representative who looks into the claim. She tells me that I filled out the wrong form, and I will need to resubmit my claim. I filled out the form they sent me, they have all the necessary information and proof needed to process my refund, but they want me to jump through hoops and resubmit my claim. A few years ago the exact same thing happened to me. Seems like a tactic to hope people won't go through the trouble to resubmit their claim so they don't get their money back, either that, or people working there are completely incompetent.

  

  Business Response

  Date: 11/16/2022

  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:11/14/2022

  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 a hsa account and somehow they allowed a hacker to gain full control and change emails where I cant get in all i ask them to do is report all info to ****** police i have a case number iam so close to getting the hacker arrested he is a crazy and i caught once before this time here the case number to send all info about that account to case number ******** it is shared file for this case with federal and local law enforcement ****** pd will do the arresting Im have to get a certificate of identity theft

  

  Business Response

  Date: 11/15/2022

  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:10/15/2022

  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 an FSA card that I have been putting a recurring health expense (paid directly to a hospital) on with all of the details that health equity has required. They recently sent me a noticed that a letter of necessity was required and refused to answer my questions. The representative hung up on me and then when I called back the same person was rude and even telling me that my questions were being answered (fact-they weren't) and I didn't want to hear it. I asked to speak to a supervisor and they told me nobody was available and maybe someone would get back to me early next week. I never received a call from health equity. I attempted to settle this multiple times with them over the phone and this is one of my last resorts.
  
  So in short, they are non-responsive and changed the items that do business. I know they will cut my card off soon.

  

  Business Response

  Date: 10/17/2022

  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: 10/18/2022

  
  
  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:10/07/2022

  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 been a wageworks customer since July for their COBRA insurance. I have paid for this insurance monthly. Despite paying each month, I have been shown to be INACTIVE in their system every month. This has caused me to have to pay for both medical visits and medications out-of-pocket. Now the company claims that my bank has rejected an October cobra payment. I have reached out to my bank and they have no such record. I again remain inactive without a secure way to ensure that my payment will ever be received or that my account will ever be active. I have spent hours on the phone with customer service representatives who are unable to help. This insurance is a scam. Not only do I need health insurance, but I am actively trying to give this company my money for coverage and they are too inept to claim my money and show my account as active. I will seek legal help if this is not resolved in a timely manner

  

  Business Response

  Date: 10/07/2022

  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.