Complaints

• Initial Complaint

  03/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was an RN for 46 yrs. When I retired my employer established a Health Retirement Acount (***) with Health Equity and placed x amount of dollars into this account for medical reimbursement only. I spoke to a retirement specialist at my former employment about my complaint and was told that their involvement with Health Equity is solely placing the money into my account at Health Equity and thats it. As a senior (72 in May) I use my money thats sitting in my *** to pay for expensive routine medications and my ******** supplement insurance (secondary) which I have through ****************** In February I received my **** from Anthem which came to $3581.86.which covers my secondary from 3/1/22 to 3/1/23. Which is alot of money for a senior depending on social security and as we get older the cost for a secondary insurance rises. I submitted to Health Equity receipt of payment for the entire payment of $3586.81 to Anthem BC which was what I was billed for . I also had Anthem fax Health Equity a receipt of payment for the full amount. My complaint (and I did object to ***** at Health Equity about this and also a *** and got nowhere) is that even though I have plenty of money in my account to get reimbursed fully they refuse to do so and are going to divide payment into 12 months to reimburse me. How they can hold my money and decide to reimburse this way is awful . I could use it for bills and daily life expenses. Also when I complained to *** he told me (lied) that my employer set it up this way. My retirement specialist at my former employer told me that no we only put the money into the *** when I retired and thats it for us. *** also told me when I was reimbursed last year for the FULL amount in one reimbursement it was a mistake.Im just want Health Equity to do what is right and give my full reimbursement back to me. I have plenty of funds in my *** to cover this reimbursement and its frustrating that they are proceeding like this. Thankyou

  

  Business response

  03/07/2022

  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 response

  03/08/2022

   
  Complaint: 16843721
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  i am going to consult with a tax attorney. Thankyou

  

  Business response

  03/14/2022

  We apologize for the frustration in terms of how reimbursements are distributed. Monthly reimbursements are required as the *** does not allow a prepayment for the year.

  We thank you for being a valued member.

• Initial Complaint

  03/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Fifth third bank sold my account to them without prior approval or options to choose them. Now this company charges me monthly and refuses to let me take my money out or transfer to a different company. You call customer service they get rude with you saying file a form. I have multiple times and they say they never received them one yes even 2 maybe but five forms I have sent and faxed. Yet they keep charging me to hold my money and denied every time I tried to pay my health providers or get my meds for a serious health issue.

  

  Business response

  03/03/2022

  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 response

  03/03/2022

   
  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

  02/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Health Equity is my employer sponsored ***. There has been a deduction from my paycheck every two weeks into my *** account. On 2/2/2022 they stopped putting my paycheck contribution into my *** account.On 2/2/2022 Health Equity deducted $236.46 from my *** account (instead of depositing). Then on 2/4/2022 they reversed this transaction. These two transactions resulted in $0 added to my *** account on 2/2/2022. My employer confirmed that the funds for the *** were provided to Health Equity as agreed upon and that they failed to fund the *** accounts of all employees.I contacted Health Equity on 2/17/2022 because my contribution of 2/16/2022 was also not added to my account. I was told that I would have a resolution in 3-5 business days via email. I did not receive an email. My 2/16/2022 *** contribution was added to my account on 2/25/2022. I contacted Health Equity again on 2/28/2022 and was told that my issue on 2/2/2022 had been "escalated" and that they would need "at least 3 more days". I feel I am being "stalled" for a resolution.I am unable to pay medical bills because the monies are being deducted from my paycheck and not being put into my ***.My case number is ********

  

  Business response

  03/01/2022

  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 response

  03/01/2022

   
  Complaint: 16816408
  
  I am rejecting this response because:

  While I acknowledge that the Member relations team has contacted me they want me to wait another 1-2 weeks before the funds are added to my account.

  You were advised of this issue on 2/2/22 and failed to correct the problem.  I need the missing funds added to my account by March 2, 2022.

  
  Sincerely,
  
  *******************

  

  Business response

  03/03/2022

  Thank you for your patience as we work towards resolve on your case. ****** with member relations team shared an update today that she spoke with member on 3/2/22, and member is aware that we are actively working towards a resolution. 

  ****** is committed to provide ongoing updates to member. 

  We thank you for being a valued member. 

  Customer response

  03/03/2022

   
  Complaint: 16816408
  
  I am rejecting this response because:

  I have heard this answer from you before.  This is a stall.

  I was told on 2/4/22 that this would be resolved by 2/16/22.

  I was told on 2/17/22 that this would be resolved by 2/24/22.

  I was told on 2/28/22 that this would be resolved by 3/3/22.

  There is no end in sight for a resolution.

  
  Sincerely,
  
  *******************

  

  Business response

  03/08/2022

  Thank you for your patience as we work with member employer to get resolve on their account. 

  ****** shared that member employer paid the invoice on 3/7/22 and member funds will post on 3/8/22. ****** left a voice mail with member to share update of funds posting.

  Member was advised to also stay in touch with employer to get resolve on this case.

  We thank you for being a valued member. 

  Customer response

  03/11/2022

   
  Complaint: 16816408
  
  I am rejecting this response because:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution while FINALLY resolved the process that I had to go through with Health Equity was extremely disappointing and time consuming on my part.

  
  It took Health Equity over one month and cost me hours of my personal time to resolve an issue fully caused by Health Equity.  They failed to even try to resolve this issue until I make a complaint with the BBB.  Even then, they failed to correct the problem in a timely manner and failed to take responsibility for the issue.
  
  
  Sincerely,
  
  *******************

• Initial Complaint

  02/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an ************** Account (HSA) with HealthEquity from my former employer. The value is over $9000. I notified them on December 23rd to transfer the assets to my new brokerage at Fidelity. It is now the end of February and they still have not made the transfer, despite repeated contacts and me following their instructions exactly. It is unacceptable for a financial institution to not give me access to my own funds. Please help me resolve the issue with HealthEquity so they we issue my funds to me. I have an ongoing incident ticket with HealthEquity, but they always tell me the same status update and never make any progress.

  

  Business response

  02/25/2022

  Hi Tyler,

  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.

*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. ↩