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Initial Complaint
01/25/2025
Complaint Type:
Billing Issues
Status:
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.
I know HSA Bank is owned by Webster Bank. I opened an *** account with **********************. I transferred my *** funds from a Fidelity HSA to my HSA Bank HSA account. I linked my **** Checking Account to my *** account so I could make deposits.On JAN 16 I was asked to provide my **** Checking Account statement for "Ownership Verification." How about the linking of the two accounts is plenty of ownership verification? I sent the **** Checking Account statement. I received a receipt from HSA Bank on JAN 16 and was told it would take two business days to verify.On JAN 21 I called again because my account is still locked out. I was told by "****" that a mistake was made and my case was now requiring "Identity Verification." **** was trying to contact the idiot that made the mistake. I sent the **** Checking Account statement two more times and received two more receipts. My call was disconnected and I was sent to a phone survey.On JAN 25 I called again because my account is still locked out. Now I am told that my "Identity Verification" will take another 48 business hours, making it JAN 28 before my account will possibly be unlocked. I was asked two simple questions to provide "Identity Verification."All I want to do is deposit funds into my HSA Bank HSA account so I can pay for prescriptions, co-payments, etc. I am diabetic and I take insulin every day. Why does 48 business hours really mean two weeks? Why does HSA Bank sit on its hands?
Business response
01/29/2025
Client was sent a detailed written response via US Postal Mail addressing the concerns outlined in the complaint.
Customer response
02/03/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[HSA Bank did release my account on 27 Jan 2025 without explanation or apology for bungling the process. They have one response: to lock your access to your money and your dashboard. No email, no letter by 3 Feb 2025]

Regards,

******* Cold
Business response
02/04/2025
Once again, a written response with full explanation addressing the concerns outlined in the complaint was sent to the client via US Postal mail on January 29, 2025.
Customer response
02/11/2025
Yes, I did receive a letter from the bank saying they were going to send a letter. LOL. Then I received a letter saying they had released my funds, but the letter contained NO explanation about why they had held my funds. Then I got a phone call from a bank employee apologizing. I asked him what he was apologizing for? He had no idea. I complained that he was wasting my time.
The problem is that the bank MISCLASSIFIED the issue: first they asked for Proof of Account Ownership, which I sent. But the issue was Proof of Identity, which I did over the phone in about 8 minutes. But still, the bank would not release my HSA funds. The bank CONTINUED to hold my funds-- this is a tort called CONVERSION. They don't know what they're doing.
If it was just a mistake, then admit to the mistake. How will the bank prevent this kind of mistake in the future?
Initial Complaint
01/24/2025
Complaint Type:
Customer Service Issues
Status:
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.
I tried to log in to my *** account this morning and the password would not work. I tried resetting the password using ****** Chrome and it would not reset. I called customer service and was told that customers can't reset their passwords from ****** chrome. it has to be ********* edge. the *** had me delete my cookies and caches, so now i'll have to set all that up again on the sites i use. The first temporary password did not work. I was able to reset from the second password. The phone call took ************************************************************** the first place. The process is exceedingly clunky, hard to use, and represents a serious need of an IT department overhaul. I'll look for another company who can service my *** effectivey. info
Business response
01/28/2025
A written response dated January 28, 2025 was mailed to Mr. ******* addressing his concerns.
Initial Complaint
01/17/2025
Complaint Type:
Product Issues
Status:
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.
I have $26.51 left in my FSA for 2024. I have uploaded several receipts for various *** approved items trying to spend down this balance. I've encountered several issues with HSA Bank canceling my reimbursements, not being able to upload my claims electronically, submitting my claims via email (as instructed) and not receiving a response, or receiving responses that are quite rude instructing me to provide information I don't have or already provided. I've called several times this week and not received much help except to be told to submit my claims via email and they would be processed in 2 days. I received a voicemail stating one of my cancelled claims was reversed ($15.36) and that would be paid out yesterday, yet my balance is still reflecting $26.51 today. I should not have a balance left on my account, the remaining $26.51 needs to be paid out to me - as I have attempted to receive that reimbursement for weeks now. I should not have to continuously submit legit claims only for HSA Bank to cancel them, delay and not reimburse me. I indicated on the phone yesterday, after dealing with this for over a week, if my claims were not processed and I did not receive reimbursement I was filing a BBB complaint. As of this morning, my claims have not been processed, reimbursement is not pending, and my balance is still $26.51. In addition, HSA bank has three claims that have been paid listed as 'needing receipts'. How can these claims "need receipts" when they have already been paid? I want my account straightened out. Reimburse me the remaining balance of my account, remove the 'needs receipts' items as they have already been paid, and provide good customer service. It should not be this difficult to get refunded with MY MONEY.
Business response
01/27/2025
A written response dated January 27, 2025 has been mailed to Ms. ***** addressing her concerns.
Initial Complaint
01/12/2025
Complaint Type:
Service or Repair Issues
Status:
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.
HSA bank sent me a benefit ********** card without my consent, I never applied for a benefit card, I never opened a account with **********************. I never requested any information from HSA bank. I want this account removed from my name, this account I never opened I want it closed, thank you. , I ***** ******** ****************************************************************************.
Business response
01/16/2025
A written response dated January 15, 2025, was mailed to the client addressing their concerns.
Initial Complaint
01/10/2025
Complaint Type:
Product Issues
Status:
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.
I have had an active *** account for many years that began with my employer. I left the account open after I left the employer. HSA Bank has been deducting service fees from my account without informing me or sending me any information when I left my employer stating fees will be deducted. I spoke with a representative that told me the can refund 3 months - $7.50. According to the activity on my account, they have deducted at least $240. The representative said they will not refund any more than 3 months.
Business response
01/16/2025
A written response dated January 16, 2025, was mailed to the client addressing their concerns.
Customer response
01/22/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The one year refund of $30 that was offered today is unacceptable.
I dispute the service fees charged to my HSA, since at least 2015. I have not made any transactions or activity on the account since that date.

I request a refund of all fees deducted from my ************** Account since ******************** Financial acquired my HSA from ********** in January 2015.

********************************* never deducted any service fees from my HSA.

I request a refund for 10 years, or 120 months @ $2.50 each month, calculated total $300.

Regards,

****** ******
Business response
01/28/2025
January 28, 2025
The client has been sent an updated response to her rejection of the original response. We consider this matter closed.
Initial Complaint
01/09/2025
Complaint Type:
Service or Repair Issues
Status:
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.
Please dont call. I want written data. Not verbally over the phone. I have found your phone operators incompetent. This is a data request. This is a very basic data request. Very basic but they wont fill it. ? What was your savings rate?Jan 1:2005 2010 2015 2020 Thanks
Business response
01/15/2025
January 15, 2025
A written response addressing Mr. ****** concerns has been sent via US Postal mail to his address on file.
Customer response
01/15/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Please type your response here.]

I dont have the mail package yet

Regards,

**** ****
Business response
01/21/2025
The response was sent out via ********* mail on January 15, 2025.
Customer response
01/23/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Please type your response here.]

they didnt comply. The letter has 0 data. How about $500 balance for a basic savings account? If they want an account exmaple. Or pick your standard median average account and give data for that. ****************** and **** will be contacted next.
Regards,

**** ****
Customer response
01/24/2025
I received a letter that was essentially blank. It had no data. It was a time waster a filler. The data requested has not been received. Cfpb has been contacted. State ag will be next.
Business response
01/29/2025
Mr. **** was sent a detailed written response via ************** on January 24, 2025 to the same complaint he filed with the CFPB.
We consider this matter resolved.
Customer response
01/29/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Please type your response here.]

A letter was received that had no data. Only pathetic excuses. there was no content. All I want is what the basic savings rate was at 2005/2010/2015 and 2020. Its a very simple data request.

Regards,

**** ****
Initial Complaint
01/03/2025
Complaint Type:
Billing Issues
Status:
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.
I would like to formally raise a legal argument regarding HSA Bank's refusal to transfer my *** funds to my Fidelity account *********** on 12/11/2024. The transfer was to be completed by 12/31/2024. I submitted an HSA Rollover request at ******** to transfer funds from my HSA Bank account. I Signed all of the necessary documents to approve *** transferring funds to my Fidelity account. I initiated the process and provided all necessary paperwork to HSA Bank to facilitate a transfer. Despite this, HSA Bank refused to transfer MY funds and ADDITIONALLY disallowed any transfers via my debit card. HSA Bank has in effect altogether taken my funds from me. HSA Bank did not contact me to explain why they were taking such outrageous actions, but rather merely refused to talk to Fidelity. I have attempted to contact HSA Bank, but they will not respond. The only thing I have received is a letter from Fidelity indicating that HSA Bank is refusing to transfer MY funds as I directed and that HSA Bank refuses to provide any indication as to 'why they are taking this outrageous position with MY money.Simply stated: (1) it is outrageous that *** refuses my instruction to transfer MY funds, (2) it is outrageous that HSA is presently denying me access to MY funds, (3) it is outrageous that *** has not responded to my multiple attempts to contact them. Interestingly, *** continues to benefit from MY funds while they play their silly game.I am the rightful owner of MY funds. HSA Bank is acting in a way that has effectively converted MY funds for their benefit at my expense. *** refuses to solve the problem. This behavior constitutes an unlawful obstruction of access to my own assets, which could be classified as theft. I demand immediate resolution and compliance with my original transfer request, or a thorough explanation and legal justification for the refusal and imposed delays. Thank you for your attention to this matter.
Business response
01/06/2025
Please be advised that we are unable to locate this client based on the information provided. Please resubmit this complaint with a complete mailing address and HSA Bank account number so that we can properly research and respond to Mr. ******** to fully address his concerns. Thank you
Initial Complaint
12/30/2024
Complaint Type:
Billing Issues
Status:
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.
HSA bank changed is investing rules. As a result I am trying to withdraw my money form HSA Bank. HSA Bank is making the transfer take an excessive amount of time. It has been more than a month so far. The only solution they are offering is to start the process over. In the mean time I cannot pay my Medical bills or pick up may prescriptions because they will not move forward with the transfer.
Business response
01/02/2025
January 2, 2025
A written response addressing the concerns outlined in Mr. ********* complaint was sent via US Postal mail to his address on file.
Initial Complaint
12/27/2024
Complaint Type:
Product Issues
Status:
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.
Nearly a month after requesting a transfer out, customer service refuses to tell me anything about it, either over phone or email.
Business response
01/02/2025
January 2, 2025
Mr. ******* was sent a written response via ********* mail addressing the concerns he outlined in his complaint.
Initial Complaint
12/17/2024
Complaint Type:
Product Issues
Status:
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.
Filled multiple requests to transfer funds from HSA bank to *** provider and when I call to follow up they say they do not have those requests anymore.
Business response
12/27/2024
December 27, 2024
A written response addressing the concerns outlined was sent to Mr. ******* via US Postal mail on December 27, 2024.

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