Complaints

• Initial Complaint

  06/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Want to transfer my account to another *** provider w/c directly reached out to BenefitWallet to perform the transaction. BenefitWallet asked me to submit doc that my name changed since I legally changed my surname after I got married. However, every time I call BenefitWallet to confirm what I need to submit, the info BenefitWallet reps tell me gets changed. The first mail from BenefitWallet dated April 28, 2022 only asked me to mail a copy of legal doc of name change, w/ a postage paid envelope addressed to a ** Box in **********, **. On May 18, after talking with a rep to clarify what legal doc I can submit, I was told I need to fill out the *** Account Request for Change of Account ******************** Form - ONE form to send that was not mentioned in orig. mail - along w/ the legal doc such as my Marriage Cert. This form has a different ** Box to send to (in *******, **) than the first mail I received, & no postage-paid envelope was included in this mail which was stamped by the **** on May 23, 2022. I called again June 1, 2022 to confirm where to mail the form because I just noticed the ** Boxes are different, & the new rep told me now I need to send TWO forms - the second form is Master Signature ****** ************** Account; & that I need to send to the ** Box in *******, **. I am very frustrated & asked to talk to someone who can get this resolved (someone who would know for sure 100% what is needed), or file a complaint to, but they wouldn't transfer me. The last rep said she can put me back on the queue on their Customer Support number; i.e., no manager or supervisor who can resolve the issues. My money is kept with *********************** ****** have been charged, although the previous rep told me he would try to waive 2 months' fees. They told me their name change process takes 20 business days - this alone takes a month. I want to get my money out of BenefitWallet ASAP so I'll not keep losing money from their fees. I made other calls but not enough space here.

  Business response

  06/10/2022

  **************,

  
  We apologize for the unsatisfactory service and inconsistent information you received. Our records show that your name was updated based on the documents we received on 06/08. We are also processing your request to transfer out your remaining balance to your new custodian which will be sent out on 06/21/2022. Your new custodian should receive the check within **** business days.
  

  Sincerely,
  BenefitWallet Team

• Initial Complaint

  05/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have repeatedly tried to withdrawal the contents of my HSA account with Benefit Wallet over the years since I no longer work at the company who originated the account and have ran into a dead end every time. More recently toward the end of 2021 I tried to do it through their website and it wouldn't work. I called and was told to try again another day incase the site was under maintenance. I tried again and it didn't work. This entire time they have been draining my funds with small monthly service fees. I even got a letter from the **************** Controller saying that Benefit Wallet owes me money and if they don't give it to me by 11/22/2022 the will be required to give it to the office of the state controller so I can retrieve it. When I called again, even armed with that letter they told me my account had gone to **** and that the fees were part of the contract. I told them they cant use a contract to violate state law. Given that I see so many complaints about the same thing on this site I believe there is a chance that this is a scam and they are not even a legitimate business.I encourage all the other victims on here to contact their state controller and even the **** This company needs to be shut down.

  Business response

  06/03/2022

  **************,

  Our records indicate that you have withdrawn the remaining balance of your account in February 2022.  Monthly maintenance fees are disclosed in the published rate and fee schedule and are deducted on the last business day of the month on open accounts with a positive balance.
  
  Sincerely,
  BenefitWallet Team

  Customer response

  06/08/2022

  
  Complaint: 17250346
  
  I am rejecting this response because:
  
  

  This is an absolute lie.  I never got any of my money.  They sucked the account dry with fees.
  

  
  
  Regards,
  
  *********************

  Business response

  06/14/2022

  **************,
  
  Our records show that you have spoken with one of our supervisors to discuss your transaction. As discussed, $21 in Monthly Maintenance fees have been reversed and posted to your account on 06/10/22.
  
  Sincerely,
  BenefitWallet Team

• Initial Complaint

  04/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been attempting to transfer the balance of my HSA account from Benefit Wallet for a month. I have repeatedly been told that the money will appear in my account in 1-3 business days. It doesn't appear. In the meantime, a monthly service charge occurs which causes the balance to be deficient so that funds can't be released. Another phone call and wait (1-3 business days) for the service charge to be reversed. The representative tells me they will escalate the ticket to the Operations Team and release the funds (this part takes ***** hours). Then another ticket (***** hours) is opened to find out why the distribution still shows as "Processing." And repeat. This has amounted to hours on the phone with customer service agents who misrepresent the prior phone calls and clearly have no authority to do anything other than reading from a script.

  Business response

  04/25/2022

  Hi **************,
  
  We apologize for the inconvenience regarding the direct pay transaction youve initiated. After reviewing your account, we see that the transaction was paused due to a large amount withdrawal from your account.Based on our review the transaction was initiated on 3/26 and was put on hold due to some changes in account information. This is done to prevent any possible fraudulent activity in the account. On 3/29 the transaction was paused because the amount being withdrawn was more than 80% of the current balance on the account. When the transaction was approved and released. The Monthly Maintenance Fee was deducted on the account when it was being processed at that time. Due to the *** the transaction was never completed since the balance is no longer sufficient to complete the transaction. Since the *** has been reversed the transaction youve initiated is now in process and waiting to be posted on your personal account.
  
  Sincerely,
  BenefitWallet team  

• Initial Complaint

  04/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have an HSA with this company. I received an email stating my account *** go dormant and be turned over to the ***************** unless I contacted them. It is not possible to contact them. Using a prepaid cel phone, I have sat on hold with them for over an hour twice. I send them an email, which generates an automatic reply to call them - at the number I have sat on hold twice for over an hour. I go to their website to login - it says I don't have an online account set up; I'll need my userID to set this up. I request the userID be sent to my email repeatedly; it has never been sent (and I do check my spam and junk email folders. I expect that this company send me my userID by email, a phone call indicating that they have done so, and to not list this as a dormant account - in other words, it is NOT to be turned over to the *****************. I expect am email or phone call confirming the account is not dormant. If they do turn this account over to ******** as dormant, I would like $40/day from the company, as well as their enthusiastic and full effort to quickly remedy their mistake and return my account to non-dormant status. If the Company is unable to reverse the dormant status, I expect they deposit $2480 in my HSA; the Company can then deal with recovering the funds from the state.

  Business response

  04/27/2022

  Hi ************,

  
  HSAs are subject to state escheatment laws. HSAs with a remaining balance go through the escheatment process and banks are required to send the funds to the state after a preset amount of time of no activity. State law requires banks, insurance companies, utilities and other businesses to turn dormant savings accounts, unclaimed insurance and stock dividends and other inactive holdings over to the State. If there has been no activity in the account for a set period of time (typically between 2-5 years) your money is considered abandoned. Before unclaimed funds are turned over to the State,banks and insurance companies attempt to notify you. Posting of a credit to the account will not generate this notification.

  
  Sincerely,
  The BenefitWallet Team

  Customer response

  04/27/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have had phone contact with this business in order to reset a password - thanks!. If this direct contact is insufficient to show that the account is active and, therefore, not subject to being turned over to the state, kindly confirm this. If further interaction is needed to prevent the account from being turned over to ******** as a dormant account, kindly ket me know. 
  
  Regards,
  
  *******************

• Initial Complaint

  04/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I tried 10 times this month trying to request reimbursement for my medical services. I tried mobile app, mobile browser and desktop, and neither way works. It keeps saying this error, that error without giving an exact details what the error is. It actually doesnt matter because the process is so simple, just create a request, enter the amount, attach proof, and submit. Thats it, but it wont allow me to submit any documents. Then I tried to call them at ************ on a beautiful Thursday morning. I waited for about an hour, but there is no one answered. Make another call but still no luck.Why do I have to make many attempts but unsuccessful to access my money? Is this business still going?

  Business response

  04/21/2022

  Hi ************,
  
  After reviewing your account, we see that you were able to successfully process reimbursement online. We apologize for any inconvenience you encountered when you tried to reimburse yourself online and call us in the past.
  
  Sincerely,
  BenefitWallet Team

• Initial Complaint

  03/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Over the course of many years, BenefitWallet has consistently blocked my attempts to access my own money in their accounts for bizarre, unexplained, and provably incorrect reasons. While their actions and rejections have been egregious every year, this year was particularly dishonest and backhanded. I submitted one request to them for a $4,700 reimbursement for child care (Claim # LHM182LMC211128W001020 from my 2021 ************** Spending Account) which the inexplicably split into two different requests, one for $2,839.15 and one for the remaining $1,860.85. They approved the request for $2,839.15 and deposited that amount into my checking account, but the remaining $1,860.85 sat in the queue as "pending" for three months.I finally contacted them to get an explanation and estimated date my own money would be deposited into my account, and I was told that the $2,839.15 portion of my request was from my 2021 account and the $1,860.85 of my request was from my 2020 account which is why it would (eventually) be denied. This is provably false and does not make any sense. I put in ONE request from ONE account with the exact same information and dates. The first person I spoke to told me that she could see the request was from my 2021 account and thought the situation seemed odd (specifically there was no documentation for why they even split my request into two parts). She had someone call me back who leave a message stating again that it was denied because they somehow interpreted the exact same single document/request in two different ways and applied their different interpretations to each portion of the single request they arbitrarily decided to split into two. This unexplained action conveniently allowed them to deny my claim, dodge my attempts to resolve this issue, and keep money that belonged to me for an additional three months interest free. This should be considered theft and BenefitWallet does it every year.

  Business response

  03/04/2022

  ************,
  
  After reviewing your account we did find an issue that created by the mid-year election change made on your dependent care account. We do see you resubmitted the documentation on a new claim which has been approved.
  
  We apologize for the confusion and the inconvenience this has created for you.
  
  Sincerely,
  BenefitWallet Team

• Initial Complaint

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My spouse and I have spent over 80+ hours on the phone with different reps at Benefit Wallet. Most of whom don't know anything and can't interpret their own informaiton. We are constantly being told we need to send receipts or medical necessity prescritions from our health care provider for claims that we have alraedy paid them back for. money is continuially being taken from our paychecks but we have not had access to use our debit cards in month. we keep getting told different amounts that need to be "fixed" but they have already been paid by us or don't appear on our system that we can see. on several occasions the inept employee has promised a supervisor call back - still hasn't happened. we get placed on "hold" for hours to wait for a suprvisor then told there is none avail and one will call us back in ***** hours. SEVERAL TIMES. still hasn't happened. so we can't acces our money, can't pay for our prescriptions that are medical necessity from our health care provider with no help from benefit wallet who is keeping our money hostage.

  Business response

  03/08/2022

  ********************,
  
  After reviewing your account we found that you have multiple claims that requires substantiation. These claims requires substantiation to unsuspend your debit cards. Once the appropriate documentation is received or repayment to the claims is made, the claims will be settled and your card will be reinstated.
  
  Here are the claims that requires substantiation:
  
  021FSV200209D0006801
  021FSV200205D0004701
  021FSV200130D0004501
  021FSV200129D0001501
  021FSV200126D0001501
  021FSV200125D0003701
  021FSV220126W0000201
  021FSV220208W0011101
  
  Sincerely,
  BenefitWallet Team

*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. ↩