Complaints
This profile includes complaints for HealthEquity, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 768 total complaints in the last 3 years.
- 358 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:08/25/2022
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.
To Whom It May ************* multiple conversations with this business, with their customer service providing various degrees of guidance and information depending on the person I spoke with, this business has decided to keep my after-tax money. After leaving a previous employer that used Health Equity for commuter benefits back in February, I used the remaining balance on my card (close to $200) on train (prior to the 90 day time window before forfeiting funds) tickets. As a result of the ongoing COVID situation and new employer policy, I did not need to use the train tickets to go into the office and therefore requested a refund from the train company, which they promptly provided. However, the money was refunded to my previous health equity account. When I reached out to customer service, the information was not clear, with one agent stating a refund was expected to clear to my account (it was not). It has been well over a month (close to two) of documenting this and have not yet received my after-tax dollars yet. Thank you,MG
Business Response
Date: 08/25/2022
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: 08/29/2022
Complaint: 17768106
I am rejecting this response because no has yet to reach out and rectify the current situation.
Sincerely,
***********************Business Response
Date: 08/31/2022
We apologize for the inconvenience. **** with our member relations team contacted member on 8/31/22 to apologize for the poor experience and advised that a reimbursement is approved.
Member has direct contact information for **** and she can provide additional direction moving forward.
Thank you for being a valued member.
Customer Answer
Date: 09/07/2022
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:08/15/2022
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.
This company facilitates my employers HSA / FSA account. I have made several attempts to make purchases of approved products at several ******* stores and registers, only to have the transaction for the item denied. I spoke with a supervisor on several occasions in an attempt to found out why, and they only offer information how to pay out of pocket and submit claims. They continue to ask me to go to more expensive pharmacies or pay out of pocket. I feel that it is in effort to fraud their customers, as only a small portion may roll over, and the remainder is absorbed. So they deny my card in hope that I cannot or will not pay out of pocket and submit a claim. They hide corporate contact info, refuse to escalate beyond a call center supervisor, and only will provide me with an address that I can mail a letter to for escalation. I simply want to use MY money to make approved purchases at an approved store, yet I cannot. ******* is the ONLY national chain approved besides Hy-Vee grocery. No CVS, ********** Target, or any other reputable national chain is approved, which they then claim is an IRS issue. They play shell games with management and contact info to further the process of getting resolve. I have yet to find a single item on the list besides a prescription or OTC drug. My failed products have so far been a baby monitor and thermometer that we determined werent approved for my particular plan, however per their direction I have also attempted a blood pressure monitor, first aid kits, and other non drug items. I have been hung up on twice, disconnected from their website a dozen times during chats, and given the run around for a week and spent countless hours on the phone between my employer, *******, and this horrible excuse of a business. I have also filed a complaint with the **** attorney generalBusiness Response
Date: 08/22/2022
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:08/15/2022
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 am trying to get my reimbursement from them. I am seeking my help because we are in August and I gave them more than enough time. First, I did not have both of my wage works cards. Next, I keep calling about my reimbursement for the month of July and August. The supervisors are not helpful at all. I called numerous times at least 41 times (The dates are July 20 to August 15). I am still waiting on my check that was sent out and still have received nothing. It is so frustrating. I am just getting the runaround and no one has an answer. All I get is an apology and still nothing. I am not understand anything. I need to see action. I need help with this and it tried of not getting anywhere. All they say is I am sorry and if you need to send it again. It will be my 3rd time submitting my reimbursement for the month of August. For July it is in the mail somewhere. They are always pointing the finger at the employer. My employer has the address. I am so upset and I don't know what doBusiness Response
Date: 08/22/2022
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: 08/22/2022
Complaint: 17718023
I am rejecting this response because: they keep telling me that they will get back to me and nothing still has been done. I want a solution. It has been over a month and still nothing. I still waiting for an answer.
Sincerely,
***************************Business Response
Date: 08/25/2022
****** with our member services team spoke with member on 8/25/22 to apologize for the inconvenience and to offer resolve on member case. ****** advised that member has her direct contact information and that both checks have been issued.
We thank you for being a valued member.
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