Complaints
This profile includes complaints for HealthEquity, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 769 total complaints in the last 3 years.
- 357 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/07/2025
Type: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 transition from Further I have tried to get my app set up for Health Equity to assure my funds are all accounted for. Both attempts (many days apart) show that I am locked out and to call customer service. When I called customer service I was told that they cannot unlock my account so that I could attempt to log in. I was then told that I had to wait and try again. When I asked how long I was told that they don't know. This is ridiculous. I should be able to access my account with help from customer service is needed. Unacceptable customer service.
Business Response
Date: 05/08/2025
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:05/07/2025
Type: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 noticed a fraudulent transaction in my HSA account, and reported it the same day. However, even after calling multiple times the case hasn't been resolved. Every time I contact them, they say the same thing that they have escalated the issue and you should hear back in 4-5 days but I never hear back. They also don't provide me with any case number, so that at least I know there is a case.
Location: ***** ********* ******** ** Name on Card: ***** *****
Transaction Type: Settlement
Activation Date: 1/22/25
Initiation Date: 1/23/25
Expiration Date: 6/30/30
Settlement Date: 1/23/25
Merchant Category Code: 5411
Amount: $1,000.00Business Response
Date: 05/08/2025
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:05/04/2025
Type: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 has my 700 dollars on a expense account card which I can't use! They say they sent the wrong cards out first, then sent me another card that don't work. OMG I have a lot of health problems and can't pay for medicine!!! What is going on with this company!!! I hope that the next person who has a expense account with them don't have to go threw this. God help me!!! I called about 5 times for helpBusiness Response
Date: 05/05/2025
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:05/04/2025
Type: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.
They keep closing me card for no reason and no notification.In January they said I reported my card lost. I did not. They said a new one was mailed. I never got it. I called multiple times. Finally in March I got a supervisor who said the had a system update that closed and reissue cards. They said the escalated my request. I finally got my card and not even two months later it is closed again and another is reissued that I never got again.Business Response
Date: 05/07/2025
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:04/30/2025
Type: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 healthcare provider of mine initiated a total of 7 charges on my HSA Health Equity card and all 7 charges were taken out of my account.Mar 20/23 timeframe. Only 1 of the 7 was an accurate charge. The provider reversed/cancelled the 6 charges that were accidentally overcharged. It's $240 x 6 transactions. A total of $1,440. The cancelled/reversed funds by the provider (merchant) have not been put back in my health equity account. The customer support reps at Health Equity have told me multiple times they can see the merchant reversals but can't put the money back in my account. They had me work with their disputes team. The disputes team put the money back in my account on Apr 22 and then took it back out on Apr 23. It has been well over a month and Health Equity has not put the money back in my HSA Health Equity account.
I forced a customer support manager (*****) to stay on a call w me with the disputes team. Each time I asked the disputes team (seems like a call center in India or something) and ask for a manager they just put me on a hold that lasts an hour to punish me for asking for a manager. ***** listened as I went through the disputes line and they said us to another department fraud and fraud told me and ***** that they can't do anything about it and that Health Equity has to put the money. ***** got to see my suffering as I had been on the phone for over an hour. ***** opened a case # and said she can't give me her phone or email but that I could call in with the case # to get updated. I repeatedly demanded that the money get put back in my account. The case# with health equity is #********.
I have spent over 8 hours on the phone with Health Equity's support, disputes, fraud, and hold tactics over the last month. This is horrific customer service. Health Equity has my money of $1,440 and I demand it be returned immediately. How is Health Equity going to compensate me fo the hours of brain damage and wasted time?Business Response
Date: 05/02/2025
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: 05/06/2025
Complaint: ********
I am rejecting this response because: I have talked with the customer support team. They have changed their story again. After telling me repeatedly that they can see the merchant reversal in their system and not applying it to my account....they are now telling me this is the merchant's problems again. Not acceptable. You can't change your story like this. Put my money back in my account right now!!!!!
Sincerely,
****** ******Business Response
Date: 05/08/2025
The issue at hand involves multiple duplicate charges from the member's provider. The root cause of this problem was the provider incorrectly charging the member’s card. Although the member opened disputes regarding these charges, they were subsequently closed without resolution. To address the situation, we are actively working with VISA and the member to ensure the funds are returned. A provisional credit for the full amount has been requested while we investigate if any refunds have already been processed. The member was contacted on 05/07/25 via phone and email to provide updates.Initial Complaint
Date:04/30/2025
Type: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 set up a HSA account with Healthy Equity through my employer. I reached out to Health Equity to close my account. The site states I do not have an email address on file, but when I reached out to have the forms sent to me they were through email. The email that I received with the forms says to reach out to member services. So I sent the signed confidential documents to that email last week. I received another email from member services stating they do not have my forms. When I called today they first said it had to be mailed or through fax for safety since the documents were confidential, which was very weird, after questioning them over and over she mentioned I can upload them online. To which I stated it is saying my email is not connected even though they emailed me the forms. They told me they cannot speak or have me speak to the people who can give me access to my account. The other way was to create an account using my social security number which this company has on file. But the site says it does not recognize my social and again I cannot speak with anyone about this issue. I am very concerned that my private information is compromised because I cannot speak to anyone, they have my social and banking information. I am now very scared my private information and my money are not safe and they will not assist me on closing the account and receiving the funds that in the account. The people I was able to speak with admitted this is even difficult for them because they cannot fully assist people and are not given access to even speak with the department that handles these issues, they can just submit a ticket that can take up two 10 business days. Just to be let into my account.Business Response
Date: 05/02/2025
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: 05/08/2025
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:04/28/2025
Type: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.
While working on my 2024 Federal Taxes, I was reviewing the HSA tax form (1099-SA) when I found a high Gross distribution. When I logged into my HealthEquity account I found a fraudulent charge:
1. Not charged by me,
2. not a recognize/legitimate business making the charge, &
3. I was not notified of the charge by HealthEquity.
I have call HealthEquity several times but they refuse to reverse the charge & will not even admit that they had a breach resulting in a fraudulent charge. I have noticed many similar recent complaints at BBB for this company.Business Response
Date: 04/30/2025
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: 04/30/2025
Complaint: ********
I am rejecting this response because: You must:1. Refund the illegally taken funds.
2. Determine how the breach occurred.
3. Fix the security breach.
4. In the future, immediately notify customers each time a withdrawal is made. This is an industry standard to catch fraud immediately.
5. When you see a withdrawal by a suspicious "company" immediately contact the owner of the HSA. If the owner doesn't recognize the "company", assume you have a security breach and begin an investigation and corrective actions.
Thank you.
Sincerely,
***** *****Business Response
Date: 05/02/2025
******* addressed the member's concerns regarding an HSA distribution issue. The issue arose because the member failed to review their statements from April 2024 to April 2025 and only discovered an unaccounted distribution upon receiving their 1099. Since the transaction occurred over a year ago, it is outside the dispute timeframe. ******* will work with the member to determine if the transaction qualifies as fraud and, if so, will provide a one-time goodwill credit while emphasizing the importance of regularly reviewing monthly statements and emails. The member was last contacted on 05/01/25 via phone and email, but their satisfaction is currently unknown as further communication has not yet occurred.Customer Answer
Date: 05/05/2025
Complaint: ********
I am rejecting this response because:Because the company did not addreess all the issues.
Also, the company did try to call me & left a message with a different number to call. I returned the call during business hours & l left a voice message. I have not heard more from this company.
Sincerely,
***** *****Business Response
Date: 05/07/2025
*******, from our escalation team, has been actively reaching out to the member and will make another attempt today. The member recently left a voicemail and will receive a callback to address their concerns promptly. Additionally, it appears the member has not yet responded to the email request previously sent. Before we can proceed with the resolution, it is essential to confirm that the member has reviewed their insurance Explanation of Benefits (EOBs) and verified that the transactions in question were not legitimate provider payments. Given that the merchant processes payments for numerous doctors and hospitals, this step is critical to ensure accuracy in our investigation.Initial Complaint
Date:04/28/2025
Type: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.
In November of 2023, I initiated an HSA rollover from Optum Bank to Health Equity. Optum Bank cut a check the first week in December to Health Equity.
There was no deposit in my Health Equity HSA through all of December 2023, and January 2024.
I reached out to Health Equity mid February 2024 and was told they did not possess the check.
I was directed to wait 5 business days.
On February 20, 2024, I again reached out to Health Equity. I was told that they did not possess the check. I was then directed to contact Optum Bank to do a trace on the original check.
On February 20, 2024, I contacted Optum Bank to initiate a trace on the check and was told that the check had been issued and had not been cashed.
On February 20, 2024, I contacted Health Equity to inform them of the status of the trace an was told to wait 5 business days mre.
On February 28, 2024, I contacted Health Equity. Health Equity directed me to instruct Optum to put a stop payment on the check and to reissue the check.
On February 29, 2024, after claiming repeatedly that they did not possess the check, Health Equity cashed the check.
In March, I received the reissued check from Optum and promptly, through ACH transfer, rolled the funds into my Health Equity HSA.
Health Equity mis-coded this transaction as a contribution.
Health Equity did not indicate this mis-coding until the close of the fiscal year.
Health Equity is refusing to correctly code this transaction as a rollover and is directing me through additional transactions that will cause me to incur taxes and penalties.
Health Equity, from May through December, was also not depositing HSA deductions taken from my regular paycheck.Business Response
Date: 04/30/2025
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: 04/30/2025
Complaint: ********
I am rejecting this response because: Response was only an acknowledgement, no action nor investigation carried out.
Sincerely,
**** ****Business Response
Date: 05/02/2025
An attempt to contact the member was made on 5/1, but they were unreachable, and no voicemail could be left. A follow-up email including contact details was sent. The member’s response is currently neutral, as contact has not been established.
The member received funds from his previous custodian. Instead of following the process to rollover the funds directly into his HSA, he mistakenly made an individual contribution. This error caused his contribution limits for the year to be affected. The individual contribution has been recategorized as a rollover, which resolves the issue of the contribution limit impact. Additionally, the team is investigating payroll contributions that were deducted but not applied to his account. Updates will be provided to the member as they become available.
Customer Answer
Date: 05/06/2025
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:04/28/2025
Type: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.
Been trying to close the account as it is unused. First claim was my information had changed as to why I could not get online logged in. No reason info would be changed. After 2 months still cannot login. Did 2 forms by mail. Always a reason form not good. They seem to be making it impossible to close and withdraw my funds. Looks like others in complaints have had the same issue. Meanwhile I am being charged monthly fees on my account that I want closed.Business Response
Date: 04/30/2025
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:04/23/2025
Type: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 employer switched our HSA provider to Health Equity for 2025. Health Equity is also our FSA provider, and they decided to issue a single card for both types of accounts. This means that as of January 1, 2025, my prior HSA card (issued by a different provider) was deactivated. I have tried to activate and/or use my new HSA card multiple times since January. The first 2 attempts, Health Equity deactivated my card immediately after I activated it. They claimed it was a system error. Although I’ve activated the 3rd card they sent me, it continues to be declined for all of my standard medical expenses. I’ve contacted Health Equity online, via chat, and via phone call. Each time they tell me the error is either with me or with the different vendors I’m attempting to make a payment. I’ve even asked a Health Benefits Agent from my employer to assist on a conference call. Health Equity insists they are only declining because my purchase attempts are ineligible. This doesn’t make sense as these attempts are either with a doctor’s office so I can pay for my visits or with a pharmacy so I can purchase my prescriptions. I’ve confirmed with my employer that these are covered expenses—the medications are approved for coverage and the doctor is in network. And yet Health Equity denies the use of my card to pay for these medical expenses under the reason “ineligible.” As a reminder, the HSA is 100% funded by my pre-tax contributions. This is MY MONEY for valid medical expenses, and I am denied from accessing these funds.
I would like someone to investigate how Health Equity set up the way their system identifies an eligible expense and make sure they aren’t using some kind of overly narrow algorithm that sends a false flag so they are able to hold onto these funds and earn interest off of it for longer than the user intends.
There is over $2000 in my account and I contribute over $300 monthly that I am unable to access.Business Response
Date: 04/24/2025
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: 04/30/2025
Complaint: ********
I am rejecting this response because: the message from Health Equity said someone would contact me, but I have not yet received any notification or support from them. Please keep this open until they complete what they said they would do. Thank you.
Sincerely,
********* ******Business Response
Date: 05/02/2025
We appreciate your patience as we work toward a resolution. ******* confirmed on 05/02/25 that this complaint has been successfully resolved.Customer Answer
Date: 05/05/2025
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,
********* ******
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