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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/04/2025
- Complaint Type:
- Product Issues
- Status:
- Answered
I elected to have transit money taken out of my paycheck for Dec 2024 and Jan 2025 in the amount of $560 total: $280/each month. Wageworks which falls under Health Equity was supposed to pay me for both those months after receiving my bus invoices showing I paid for my tickets. They would reimburse me $280 for each month of Dec and Jan. I've copied below the transactions but so far have not received any payment from them. I've been calling each week speaking to a supervisor on 1/24/25. They said they don't know what happened to my payment but asked me to take down the info below. They said there isn't much they can do as they don't have direct contact with the Financial Operations team. It's now 2 months since I was supposed to be reimbursed. They keep saying they sent a check or paid direct deposit into my bank account that was approved and set up Dec 5, 2024. Something fishy is going on and no one is helping me out. I need my reimbursement as I need to pay off my credit cards. This is my money and they need to pay me. I've already let my employer know not to take anymore money out for transit going forward in February 2025 which my employer complied. Below is the record of what the supervisor said: CHECK FOR DEC 2024 SENT OUT: INTITALLY ISSUED DEC 12, 2024, SENT A CASE TO REISSUE CHECK JAN 24, 2025 $279.38 CHECK FOR JAN 2025 ISSUED JAN 7, 2025 AND SENT OUT JAN 7, 2025 FOR $280 CASE NO JAN 16 53820161 SET UP JAN 16 TO FINANCIAL OPERATIONS TEAM A CHECK WAS ISSUED AND FOR THE FUND TO BE REIMBURSED BY DIRECT DEPOSIT, THEN ON JAN 22 THE TEAM SAID THEY WILL REISSUE THE CHECK DEC 2024. CASE NO 54169735 JAN 24, 2025 THE SUPERVISOR OSIRIS M. HE’S SAYING MY DD WAS SETUP DEC 5, I HAD A REIMBURSEMENT ON DEC 12 AND ANOTHER CHECK SENT JAN 7 EVEN THOUGH DIRECT DEPOSIT BANK IS SETUP AND THEY CAN RESOLVE THE ISSUE. MY DIRECT DEPOSIT SET UP SUCCESSFULLY DEC 5, 2024. Please contact them at ###-###-#### Wageworks customer service. Thanks *******
Business response
02/05/2025
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
02/04/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
They randomly starting denying my reimbursement for Daycare because they claim I'm trying to make a claim for 13 years before my son was born in 2012, however the receipt and enrollment date show for the month services were for. They also require you to fill out the dates he was in daycare. I am not trying to claim anything from 2012; in the last claim I put dates of 1/2/25-1/31/25 which shows they were closed on 1/1/25 per the receipt. They have historically authorized this same exact bill and formate, including most recently in November. They also approved my oldest son which is on the same exact bill. They also approved him in 2021 and 2022 for receipts that had the same details. There is absolutely no reason for them to deny this except they are trying to keep my money. This receipt comes from the Military base daycare, and they will not change their receipts. I have attached the latest receipt they denied, along with their documation from Nov where they approved the same type of bill and a documation from 2022 where they accepted my oldest son's bill where it had a class meeting date a year before he was born in 2016 as I request only the dates in 2022 where he was in daycare.Business response
02/05/2025
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
02/03/2025
- Complaint Type:
- Billing Issues
- Status:
- Answered
My flex account card was suspended for a discrepancy in 2023 (which I did not know anything about until February 2024) and I was unable to access any funds for the whole 2024 year. They continually took money from my check every pay period that I was not allowed to use. After final check of 2024 my account was still suspended and I can no longer use any of the money I contributed. This is the most criminal company I have had the displeasure of interacting with! If there was a discrepancy then they should have taken care of it or notified me asap. I was blocked from using money that I was forced to pay and now since it is a new year I lost all $3,000 and something! Absolutely disgusting!Business response
02/04/2025
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
01/30/2025
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I am reaching out to follow up on claim #************, which was received on January 10, 2025, and approved for $3,200 under the ****** 2025 account. Despite the approval, the payment has not been sent to the member, and I am seeking urgent resolution. Key Details: Claim Number: ************ Amount Approved: $3,200 Account: ****** 2025 Approval Status: Approved, but no payment received Payment Status in System: Shows "Approved and Paid," but no funds have been transferred to me. Previous Follow-Ups: Calls made on: January 21, 24, 27, 28 Cases Opened: Case #******** Case #******** Despite multiple follow-ups and open cases, the payment remains outstanding. Please immediately reimburse the funds from my ****** 2025 account in the amount of $3,200 to my Bank of America account on the record. Thank you **** ********Business response
01/31/2025
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.
Business response
02/05/2025
Thank you for your patience as we work towards resolution. Brittni, a member of our Member Relations team, has thoroughly investigated the issue and has proactively reached out with additional information. A voicemail has been left, and an email has been sent outlining the proposed resolution, along with Brittni's direct contact information.Customer response
02/11/2025
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
01/29/2025
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I am unable to login using website. I am authenticated but get a blank screen.Business response
01/31/2025
Hi Mark,
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 response
02/03/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22872670, and find that this resolution is satisfactory to me.
Sincerely,
Mark BaumgartenInitial Complaint
01/28/2025
- Complaint Type:
- Billing Issues
- Status:
- Answered
I left my job the one that was contributing and sponsoring my account with ********************** around May 17, 2019 with a balance of around ******. I received an email Jan 25 regarding my 2024 tax forms becoming available. So, I look into it and see my account from 2019, which has been dormant since May 2019 now has an available balance of $35.58. This is due to admin fees they have been taking out of my dormant account monthly for the last 6 years. I contacted them and was told it's nothing they can do about my hard earned money I worked for being taken from an account that has had zero activity for the last 6 years. I want my money returned, I worked hard for it and deserve it all back. They owe me more than a "Oh, we can't do anything about that".Business response
01/29/2025
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
01/28/2025
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a FSA card on 1/7/2025, due to the fact my purse was stolen. Its been over 10 days and no card has been received. I called the office today advising that my card still had not been received and I was told that there was a glitch in the system. Well thats no fault of mine. I asked if the card could be expedited to me since I would have to wait another 10 days, making that 20 days before receiving my card and I was told no. I asked to speak with a manager and was told no one could help expedite my card. This is poor business management and poor customer service.Business response
01/29/2025
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
01/28/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I joined my employer in November 2024 and became eligible for a commuter card through HealthEquity Wage Works beginning January 1, 2025. I placed the order for my commuter card in early December and did not receive a card or any communication from HealthEquity. On January 2, my husband and I spent over 2 hrs trying to reach a representative I was told the card would be sent out on February 28 and that cards were never sent out due to a internal error. I escalated the issue and a manager set up a case number and told me my card would arrive in 10 business days. The card was never sent. My husband spent another hour working on the issue and a card was received on January 27. The card was activated but did not actually work. I had over $600 in my transit account but the card was declined by NJ Transit. Once again, I spent over an hour trying to resolve the issue with a representative who told me the card would not work on the NJ Transit app (false). She directed us to take the card to a ticket machine, which we did and it was once again declined. My husband spent another hour reaching a representative who told him that HealthEquity would need 3-5 business days to activate my “digital wallet” so the card would work. I then spent another hour preparing a detailed list of my January commuter expenses and attaching receipts to file a claim for special handling with HealthEquity so I could access my own funds for reimbursement. This company is completely mismanaged and the representatives are uninformed and unhelpful. The entire process has been a nightmare and waste of precious time during working hours.Business response
01/28/2025
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 response
01/29/2025
Complaint: 22866429
I am rejecting this response because: My commuter card is still being declined for "insufficient funds" when I attempt to use it to purchase NJ Transit bus tickets and this is 3 business days after activation. I confirmed that I have over $630 available in my HealthEquity/WageWorks account. No one has reached out to me to resolve this issue, which is something that should be straightforward. When a Visa card is activated, it should immediately work. I have no idea why a Visa HealthEquity Debit card would not work immediately upon activation.
Sincerely,
******** GladsteinBusiness response
02/03/2025
Thank you for your patience as we work towards resolution. ******, a member of our Member Relations team, has thoroughly investigated the issue and has proactively reached out with additional information. A voicemail has been left, and an email has been sent outlining the proposed resolution, along with ******'s direct contact information. ****** also confirmed that the balance was updated, and card can be used on 2/1.Initial Complaint
01/27/2025
- Complaint Type:
- Delivery Issues
- Status:
- Answered
HealthEquity FSA refused to reimburse my claim for sunscreen when the product says "broad spectrum SPF30 sunscreen" on the package and product description. I reached out to HealthEquity 5 times over the past month and couldn't get any clear answer why it's denied. They simply are not following the FSA policies.Business response
01/28/2025
Hi Yuliang,
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
01/24/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have tried reaching out to the multiple times to get my *** funds added so that I can pay for medications and doctor visits which I can't because they for whatever reason won't do it. My HR Team has reached out to them and nothing has been rectified. I paid money out of pocket for my medication and filed a claim for reimbursement. They claim still says pending payment and they have no clue why. I haven't been able to speak to anyone in card or reimbursement services because "they don't speak with customers" or a supervisor because "they wouldn't be able to escalate this issue. I just have to wait for them to respond." As a ***/*** company my funds should have been available on 1/1/2025 and my reimbursement should have been paid within 3-5 business days and I don't have either. I am told that there hasn't been any movement on my claims yet.Business response
01/27/2025
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.
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693 total complaints in the last 3 years.
331 complaints closed in the last 12 months.
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