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:10/01/2022

  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 pay Health Equity over $10,000 each year to put into my HSA health savings account. That is my money that I deliberately put aside to pay for healthcare services. My card expired, so I have been asking the company for almost ******************************************************************************* my health savings account. I have had $10,453.21 in my account just sitting there. I have been waiting 10 months, spoken with multiple advisers, spoken with supervisors, spoken with agents, spoken with representatives, written emails, and done absolutely everything possible to get these cards sent to me. I keep being told that they are being sent to me or were sent to me, and they still have not been sent. As a result, I have had to pay all of my medical bills for almost a year now out of my own pocket. During that time, I have had a hysterectomy, emergency surgery due to complications from my hysterectomy, as well as several medical bills for family members that I need to pay with that money that belongs to me that is in that account. I have been draining my bank account because I cannot get Health Equity to send me my card. This is not only unfair and unethical, but illegal. I am entitled to the money that I have put aside in this account, and I absolutely cannot get this company to send me my cards for my spouse *********************** and me, ***************************. I cannot keep calling them anymore. I need help from the Better Business Bureau please. I feel helpless and hopeless at this point. Please help me. And that money in that account is tax-free, and I have not been able to benefit from that money I put aside. I honestly believe this is illegal, and it definitely is unacceptable. Thank you for your time.

  

  Business Response

  Date: 10/03/2022

  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:09/22/2022

  Type:Product 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 attempting to have my account balance transferred, through a Trustee-to-Trustee transfer, to my new HSA provider since the middle of May, 2022. I initiated the transfer and account closure and a check was sent out from HealthEquity on 5/18/22. I waited several weeks and the check never arrived at my new servicer. I verified multiple times with HealthEquity that the address I provided for the new services was correct. I requested the check be cancelled and a new check mailed on 6/23/22. The Member Services team confirmed this request on 6/23/22. The check was cancelled 6/24/22. The account closure request was confirmed via automated email on 6/28/22. I was charged a $3.95 account admin fee on 6/29/22 (even though I have been trying to close the account). My account indicates the Trustee-to-Trustee transfer was sent out on 7/5/22. I followed up with Member Services 8/4/22 as my new servicer still did not receive the reissued check. Member Services offered to resend the check again. My new servicer's bank manager offered to reach out to HealthEquity to see if a check could be sent by certified mail to verify it would arrive. The bank manager got me in touch with who I assumed was a supervisor of the Member Services Team on 8/30/22. Member Services supervisor informed me they cannot send the checks via certified mail because they use a third party. They can only reissue the check again, or write a check direct to me as a disbursement (not a Trustee-to-Trustee transfer) and I have to deposit it within 60 days and I am then responsible for all additional tax paperwork. I do not want to do that, I should be able to have the trustee-to-trustee transfer done correctly. I responded via email on 9/6/22 that I'd like the check reissued and confirmed the mailing address once again. No response. Emailed again 9/14/22, then called & left voicemails on 9/19/22 and 9/21/22, no response. I have not had access to my HSA funds during this time, it should not take 4 months.

  

  Business Response

  Date: 09/23/2022

  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.

  

  Business Response

  Date: 10/18/2022

  Thank you for your patience. As one of our most important responsibilities is protecting your personal info we're unable to provide additional details in this public forum. Jessica, with our member services team will continue to keep you updated via email or phone. 

   

  Your satisfaction is important to us. 

  Customer Answer

  Date: 10/19/2022

  
  
  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.

  The custodian transfer was successful and HealthEquity refunded the account closure fee I was charged. I am satisfied with the outcome.

• Initial Complaint

  Date:09/21/2022

  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.

  We have a Health Saving Account with Health Equity. But my Visa Debit card has been blocked.
  Each time we call it is another story. My husband put over $3,000 in this account
  August 2022 was the last time I used the card ending with **** They refuse to unblock my account or re-instate

  

  Business Response

  Date: 09/23/2022

  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: 09/28/2022

  
  
  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:09/13/2022

  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 an issue with HealthEquity where a duplicate healthcare payment transaction of $1164.00 was processed on September 7, 2022. Im asking for the duplicate transaction to be reversed. I've reached out to them numerous times, but they have they do resolve my issue.I first reached out to HealthEquity on the same day my bank processed the duplicates transactions, which occurred September 7, 2022. Subsequently I have reached out to them on September 9th, 12th and 13th with no resolution.In addition, I reached out to my bank, which is QNB Bank based in **********, ** on September 7th. The bank provided transaction trace numbers (*************** and ***************), which were also given to Health Equity on September 7th.On September 7th, I gave HealthEquity the bank transaction trace numbers and they supposedly opened a ticket to investigate. The HealthEquity ticket number is 31476008.Attached a screen image showing the duplicate transaction in my QNB Bank account register.I have yet to have the duplicate $1164.00 transaction reversed.Thanks for your help.*************** **************

  

  Business Response

  Date: 09/14/2022

  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:09/12/2022

  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.

  A purchase refund from vendor ******** is not being made available on Health Equity account. I've contacted Health Equity who was apparently researching this but failed to get back to me. I confirmed with the *************** team that the refund has been successfully processed to my older debit HSA card ending in ****, but it's not displaying on my account.Stripe information: https://dashboard.stripe.com/receipts/payment/CAcQARoXChVhY2N0XzFCTTg0dkt0bEZ0ZE04UEEo6I7_mAYyBj5KQXsdwzovFn2Cl9tFlTqOAypbDBcgW9wlncof5EWUMDPa92lPuIT4yNWAbC7K5jqbBrDwUAc

  

  Business Response

  Date: 09/14/2022

  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:09/12/2022

  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.

  Sadly, I have had a bad experience dealing with HEALTH EQUITY, **** First I was forced into this company after my former HSA closed and transferred my funds to Health Equity. In March 2022 my Health Saving Account was acquired by this company I am complaining about HEALTH EQUITY, **** Without my knowledge, I had no choice but to have my HSA funds transferred here. In 3 months this company charge my account fees whereas my previous administrator did not. This company is NOT CONSUMER friendly as I saw several fees charged to my account in the first 3 months. I requested a REFUND which has gone IGNORED. Here is my reference request:Request HealthEquity return UNAUTHORIZED fees totaling $113.63 . [ ref:_00D30ESC._5006Q1u6vIz:ref ]to **************************Greed for PROFITS is what HEALTH EQUITY, **** is all about.

  

  Business Response

  Date: 09/14/2022

  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:09/07/2022

  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.

  Filed $204 claim- showing proof of service and payment made. They denied it even though everything per the federal government was there. Filed 3 more claims for $102 each and they also were never paid. Tried to do a chat with ******* and she refused to help. Pay out the $306 owed.

  

  Business Response

  Date: 09/08/2022

  *****, 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:09/02/2022

  Type:Sales and Advertising 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 started a new position Aug 1 and elected parking benefits through WageWorks/my employer. I didn't have a choice of which benefits company to use, but I know of others that work much better than WW. In Aug (15th and 31st paychecks), my $280 total deduction took effect. I reached out to HR to ask how to manage my parking benefits and was told to expect an e-mail from WW (checked spam, verified correct email address was given to WW by HR, was vigilant). I received no welcome or login email by Aug 31m so I tried to register in WW with my information (name, birthdate, last 4 of SS) and was unable to as "no account with this information was found." I'd received screenshots from HR confirming that I had a working WW account number, etc. I called customer service (number not available on WW only through HealthEquity) and was able to register for an account when I reused the exact same information I had unsuccessfully entered by myself to successfully gain entry to my account with a representative on the line. I had access to my account only on Aug 31. I explained that I'd already paid for the upcoming parking month of Sept on Aug 31 and that I'd like to be reimbursed for Sept using my Aug deductions, which showed $280 available for Sept. I filed a claim form (Sept 2022 parking) for $280 with receipt and invoice and set up automatic reimbursement of $280 on October 1st (on which day there would have been $560 total deducted from my August and September paychecks). My claim was denied, stating that I only had $280 available, which would be used for my Oct payment. This makes sense as company policy. However, I'm also not allowed to submit more than $280 for a month AND I'm unable to submit a claim for Sept because I wasn't signed up in the portal to place a reimbursement claim by the Aug 10th deadline. I can't apply this extra $280 as long as I continue my maximum monthly use of parking benefits and it can't be returned. Pausing deductions results in un-enrollment.

  

  Business Response

  Date: 09/02/2022

  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

• Initial Complaint

  Date:08/31/2022

  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.

  We paid for a vision plan through health equity on July 28th, we still are unable to use the insurance because it says not active. I have called them numerous times and they say its the vision companys fault and theyre waiting on them to activate it but the vision company says they havent received anything. I have spoken with supervisors trying to get this resolved and each is blaming the other. I have made 2 payments for this insurance and still cannot use it.

  

  Business Response

  Date: 09/01/2022

  Hi Star, 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. 

• Initial Complaint

  Date:08/25/2022

  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've had a commuter benefit account for two years. After my employer's contribution and my pretax payroll deductions for monthly parking the remaining balance would be taken from my checking account-- $45.27. Since May there have been multiple debits from my checking account each month. There were two additional debits in May, four additional debits in June, six additional debits in July and eight additional debits in August. Despite several calls to HealthEquity, where multiple employees have acknowledged that "this is crazy", no funds have been returned to me. By my calculation, HealthEquity should reimburse me $830.93. I have waited patiently to have this resolved but despite 5 calls to check the status I am told to just give it more time. Supporting documentation shows the history of the debits from my checking account.

  

  Business Response

  Date: 08/30/2022

  ***, 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: 09/06/2022

   
  Complaint: 17769225
  
  I am rejecting this response because: a response that you will contact me when I have already been waiting a month for a resolution is not acceptable.  I waited until the end of the five day period to respond back to BBB in hopes I would hear from you but I have not heard anything. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 09/08/2022

  ***, we apologize for your frustrating experience and inconvenience. After investigating your case, our Member Relations team was able to determine the issue and has provided details on the duplicate payments. We are aware of the issue and are actively working toward a resolution. On Tuesday, September 6, **** reached out to you and left a message to call her directly. 

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 17769225
  
  I am rejecting this response because still no resolution.  I spoke with **** on 9/7.  Seven days later and the funds have still not been returned.   
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 09/15/2022

  Thank you for your patience as we work with the vendor to complete the refund. **** is keeping a close eye on ensuring resolve on this case.

  We found a way to reverse those transactions with our vendor and we submitted a request to the vendor for access on 9/14/22 We are working diligently to get this resolved.

  If member would like any updates on refund status, member has direct contact information for ****, our member relations escalation specialist. 

  Customer Answer

  Date: 09/18/2022

   
  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.  After a phone call on Thursday advising me that a check would be the fastest way to get my funds returned to me because who knows how long it would take to get approval on an electronic reimbursement I did get an electronic reimbursement within a couple of days.  Glad this is finally resolved. Too bad it took filing a complaint to get some action.
  
  Sincerely,
  
  *******************