Health Savings Administrators
BenefitWalletHeadquarters
This business is NOT BBB Accredited.
Find BBB Accredited Businesses in Health Savings Administrators.
Complaints
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/10/2025
- Complaint Type:
- Billing Issues
- Status:
- Answered
Through my employer ******** I received a *** account and got a debit card in mail from BenefitWallet. Tried all customer service numbers (all numbers are bogus or do not work) - Cannot activate the card Tried going online to BenefitWallet to access account *********************** online could not access despite correct information and credentials.I approximately have $1200 in my HSA account that I am unable to use.BenefitWallet seems like a fraud company. Legit on the surface but totally fraud. I could not get any business contact.PLEASE HELPBusiness response
01/23/2025
Hello
All HSAs were transitioned to HealthEquity the first quarter of 2024. Correspondence was mailed and emailed to all members in January 2024 and after regarding the transition of the accounts. Also, employer groups were all made aware of the transition in a timely manner to make their employees aware and also to transfer to another custodian if necessary. Please advise the member the account is now with HealthEquity and they should contact them directly at ************.
Thank you for contacting us. BenefitWallet, a Conduent company.
Initial Complaint
11/25/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I recently changed employers, and I cannot login into my ***** to retrieve my funds. The customer portal is requesting a security code from my old corporate email address that I no longer have access to. I called the 800 number and there is no option to speak to a live agent. I also emailed ************************************************ with a response that my HSA account has been transferred to Health Equity. I am calling about my ***** not my HSA. i feel like MyBenefitWallet is deliberately making it impossible to access the account so that the funds expire.Business response
11/29/2024
Hello
The member attempted to use their **** funds and due to more details of service, the claim was denied. Member was sent correspondence regarding the matter on 5/29/2024 and 5/31/2024 with no further action from the member.
We have made an outbound call to the member to assist with accessing the portal to upload the required documents needed to process the claim.
Thank you for contacting us.
Initial Complaint
04/25/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
HSA receipt denials. I have provided requested information multiple times and continue to get insufficient information on denials. I have submitted appeals to not receiving any documentation on appeals. Received a letter that it is still open to submit but the people on the phone say that it cannot be resolved.Business response
05/06/2024
**************,
We apologize for any inconvenience this may have caused you. Our records indicate that the claim you were trying to appeal was for 2021 plan year. The 2021 plan year is closed and there is no action that can be taken on a closed plan year. Also, as indicated on the Account Claim Appeal Form, appeals must be received by Benefit Wallet within 180 days of the date Accountholders received notification of the initial denial. You were initially notified of the denial on 11/15/2021 but the appeal was only received 11/17/2023, which is 732 days after the initial denial. If you need further assistance, you may call us at *************, our hours of operations are from Mondays to Fridays, 8AM 8PM ET.
Sincerely,
The BenefitWallet TeamInitial Complaint
04/24/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
HealthEquity is not reading the letter from BenefitWallet accurately regarding the transfer of HSA accounts from ********************** to HealthEquity. Fidelity did reach out to them and BenefitWallet in the required time. I did not want HealthEquity to be the custodian of my HSA account. I want the investment funds transferred to Fidelity in-kind and the cash portion of my HSA account transferred to Fidelity too.Business response
05/03/2024
******************,
We apologize for any inconvenience this may have caused you.Our records show that your account with ********************** has been closed since 03/05/24 due to the transition to Health Equity. You were informed about the transition to Health Equity when you inquired about the transition to Health Equity with the BenefitWallet call center on 02/13/2024 and when you contacted the BenefitWallet call center again on 3/02/2024. Since your account is already with Health Equity and every custodian has their own process, you will need to contact Health Equity at ************ for assistance in transferring your funds and investment to your new custodian,Fidelity. We appreciate you reaching out to us regarding this matter.
Sincerely,
The BenefitWallet TeamCustomer response
05/09/2024
Complaint: 21618984
I am rejecting this response because:I do not recall those calls to BenefitWallet on those dates. If I did make those calls, they were not answered by BenefitWallet. They were not available during this transfer
to HealthEquity. Maybe if they were available, I wouldn't have this problem right now. My HR department (I am retired) said a lot of people were complaining that they
couldn't get through to BenefitWallet. I think they wanted to make it difficult for anyone wishing not to have their account transferred to a custodian other than HealthEquity./
Regards,
*****************************Business response
05/13/2024
We apologize for any inconvenience this may have caused you.
Per our 5/02/2024 reply, our records show that your account with ********************** has been closed since 03/05/24 due to the transition to Health Equity which you were informed about by the BenefitWallet call center on 02/13/2024 and 3/02/2024, by directly contacting or being transferred to BenefitWallet call center.
The conversion of your account cannot be reversed now that it is with HealthEquity. We suggest you consult with a tax advisor to see if there is any other way for you to adjust your account.
Initial Complaint
03/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 02/14/2024,03/05/2024,03/15/2024 Benefit wallet has declined my card at almost every pharmacy I intend to use it at for HSA covered items.This issue has occurred at several locations.On 01/15/2024, benefit wallet has also declined the use of my card at an ATM where I based on their policy should be eligible to submit receipts for items purchased.My money and the money from my employee is more useful in a fireplace than it will ever be at those greedy losers business.They steal your money at the end of the year, they dont care about you. They lie about IRS codes to claim you cant make those purchases.Every dental appointment Ive had had a small purchase around 50$,They denied my claim and made me submit my dental insurance explanation of benefits. Regardless my claim should be covered because its at a **** dentist.Business response
03/26/2024
****************
We apologize for any inconvenience this may have caused you. We do not see your attempts for using your debit card on the dates you mentioned. Normally our system would detect when an attempt is made to use a debit card and if the debit transaction was approved or denied. With respect to your denied claim comments, we have reviewed your claims and have confirmed that they were processed correctly. We have arranged for someone to contact you for assistance with your account.
Respectfully,
The BenefitWallet TeamInitial Complaint
03/06/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unresolved
I sent a death certificate to them, the week of January 22, 2024. I had not received a response after 5 weeks. I contacted them and they said they had no record of it and had to open a "case". I have not had any updates and when calling, have to go through multiple people to try to get an update. This is holding up an estate and I am fearful that because they lost it, personal information could become public.Business response
03/18/2024
****************,
We apologize for any inconvenience this may have caused you and we are very sorry for your loss.Our records indicate that you called on 03/06/2024 and was advised we have received the death certificate. On 03/05/2024, we returned to you the death certificate along with a letter about the check disbursement. The account was closed as you have requested, and the check disbursement was issued on 03/14/2024. You should receive this check in 7-10 business days. If you need further assistance, you may call us at *************, our hours of operations is from Mondays to Fridays, 8AM 8PM ET and weekends, from 9AM 6PM ET.
Sincerely,
The BenefitWallet TeamCustomer response
03/18/2024
Complaint: 21394115
I am PARTIALLY rejecting this response because: 1. I called after I submitted the complaint to BBB. 2. I was told I would be called regarding any updates on this and I have never received any calls, which is why I had to reach out. 3. I DID receive the death certificate back. I have not yet received a check. I did not understand why a check had not been issued on 3/5/2024 when it was indicated the death cert was received.I am very happy to close this case as soon as I receive my funds. It appears as though I still need to wait for it to arrive.
Regards,
*******************Initial Complaint
03/02/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
The 21st of February got approved. Still waiting on reimbursement checkBusiness response
03/19/2024
****************,
We apologize for the delay of your reimbursement and for any inconvenience this may have caused. Our records indicate that your request to change to direct deposit reimbursement has been approved and your reimbursement has been processed on 3/19/24 for a direct deposit to be made to your account. You should receive this in 3-5 business days. If you need further assistance, you may call us at ************. We are open on weekdays from 10AM 10PM EST.
Sincerely,
The BenefitWallet TeamInitial Complaint
02/18/2024
- Complaint Type:
- Product Issues
- Status:
- Unresolved
I have an HSA acct with this **********************, I do not use this anymore and forgot about. There was a small amount in this account (********** I sent them a message asking how to close this account and get the amount paid out. The business did not respond and went back to the website and found out I can have them issue a check to me. They did, the check bounced and my bank charged me a $10 fee. Also I received a letter from this busyness stating that they will charge me $12.68 (the remainder of my balance) as a 'service fee'. I am seeking a refund for my balance plus the bank fee the bad check.I'd also like a recommendation from BB for legal action to take against this company.Business response
03/04/2024
**************,
We understand how upsetting it must be to have your check returned. Our records indicate that you issued the check online on 01/13 but only attempted to cash it on 02/06. Your check was returned due to insufficient funds. January monthly maintenance fee has been deducted on your account on the last ********************** day of the month. At this time,your account is being scheduled to be transferred to Health Equity along with the remaining balance of your account. A debit card from Health Equity was mailed on the week of 02/12 which will allow you to access your balance once transferred by 03/08. If you have not received this, you may call Health Equity at ************
Sincerely,
The BenefitWallet TeamCustomer response
03/06/2024
Complaint: 21310985
I am rejecting this response because: I cashed this check ONE WEEK after I received it. Your assumption is wrong and you failed your customer. Just try some honesty towards your customer. If this was a larger amount, you'd find yourself in court.
Regards,
***********************Initial Complaint
02/14/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
BenefitWallet continually denies reimbursement claims and states a different reason every time. The newest is that the receipt for my sons daycare isnt signed. Its a receipt, there is nothing to sign and a signature is not listed on the required items.Further, its the same daycare and receipt form that has been submitted for the last two years.Business response
03/01/2024
**********,
We have reviewed your claims and have confirmed that they were processed correctly. We have arranged for someone to reach out to you for assistance in your account.
Sincerely,
The BenefitWallet TeamCustomer response
03/06/2024
Complaint: 21290855
I am rejecting this response because:
They only processed my claims AFTER I filed a complaint with the better business bureau.
Regards,
***********************Initial Complaint
02/12/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have submitted a claim with benefit wallet which says was approved on 1/15/24. I checked app and says a total of $4086 was paid which I never received. I have been trying to get ahold of someone for the past 3 weeks and no one answers. I have been on hold for up to two hours and not got ahold of anyone. I have emailed and only got an auto reply telling me to call the same number I have been calling.Business response
06/05/2024
Dear **************,
Per review of your claims history, there are no claims received or processed.
Since then, your account balance transferred to HealthEquity in March 2024.
*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. ↩
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
125 total complaints in the last 3 years.
20 complaints closed in the last 12 months.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.