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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.
Initial Complaint
12/16/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Investment account holders with a ****** account were advised they must move funds to a new *** Investment account, which I completed in September. I have contacted ****** to close my account that is no longer needed but was advised that HSA Bank must request the closure. I have emailed HSA Bank numerous times and either get a reply to call them or receive no response at all. I'll never understand why this Bank even offers an email option since I've never received a helpful reply from them. I then called a couple weeks ago and explained to a representative and was advised my ****** account would be closed in ***** hours and it has not been closed yet. I don't understand what is so difficult about anything you ask this company and they cannot complete it. Just ridiculous, and I'm just hoping my employer finally decides to move our *** accounts to a company that cares about customers.
Business response
12/23/2024
December 23, 2024
The client has been sent a detailed response addressing his concerns via US Postal Mail.
Customer response
12/27/2024
[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 reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** ******
Initial Complaint
12/12/2024
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.
In September 2024, HSA Bank removed the ability to allow individuals to perform self-guided investment activities with ****** favoring an in-house, sub-standard investment platform al-the-while charging for the use of it. Their in-house platform has (at minimum) 15 minute delays on price quotes of stocks, etfs, etc and when you execute a transaction it is not immediate. Sometimes transactions do not post until the next business day even when they are in prior to the closing of the market. This has caused me to miss out on quite a number of upside swings in the market due to this delay. I can't put a number to how much I have lost due to these transaction delays. Further, money obtained through the sale of any stock is not credited to your account until the next business day from when the transaction posts. This can equate to several days of lost opportunity depending on when the transactions occur. Additionally, not all publicly traded stocks, etfs, and mutual funds are available on their platform. Several of the former investments I held with ****** were automatically liquidated and transferred to HSA Bank with no ability to reinvest in the same asset.This is entirely unacceptable. Under normal circumstances, i would ask that HSA Bank improve their platform so that it reflects a modern trading platform from, at the very least, this century. However, after several attempts to communicate with them, I do not believe this company has the ability to improve their platform. Instead, I ask that you allow your clients to choose what investment platform they want to use. ****** was far superior.
Business response
12/17/2024
A written response dated December 17, 2024, was mailed to the client addressing their concerns.
Initial Complaint
12/10/2024
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's policy restricts electronic transfers to my primary checking account with Wealthfront (serviced by **************). When attempting to link my account to disburse repayments for medical expenses, their website errors with, "the routing number is restricted". They claim that their fraud department has flagged Green Dot as high risk, but in my experience, no other financial institutions including other banks, insurance companies, mortgage companies, utilities, peer to peer payment systems, and credit card companies have restricted this account in the same ****** only recourse is to request paper checks which take a week to arrive which is time consuming and inconvenient. Ultimately, the funds get deposited into the same account they are restricting by means of an electronic transfer when I use Wealthfront's app to take photos of the checks to deposit them.
Business response
12/11/2024
December 11, 2024
A written response addressing the client's additional comments has been sent vis US Postal mail to his address on file.
Customer response
12/11/2024
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.

I am traveling and am unable to receive snail mail at this time. Please reply directly to the BBB who I have authorized to assist me in seeking resolution.

Regards,

********* *****
Business response
12/11/2024
We do not provide email responses via this channel.
Initial Complaint
12/04/2024
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.
I would like to formally raise a legal argument regarding HSA Bank's refusal to transfer my *** funds to my *** account at *********************On 11/09/2024, I submitted an HSA Rollover request at Fidelity to transfer funds from my HSA Bank account. ******** initiated the process and provided all necessary paperwork to HSA Bank to facilitate an in-kind ******** transfer. Despite this, HSA Bank took no action and later informed me via mail that my funds were invested in ******, preventing them from proceeding with the transfer.Following this, I contacted *** support, instructing them to transfer the invested funds to HSA Bank. Despite my efforts, and all funds transferred in cash, HSA Bank failed to act again. Upon further inquiry, I was told that a new request was required because the initial submission did not involve cash. I questioned the necessity of a new request, as the original request clearly outlined the transfer instructions and merely required HSA Bank to utilize Fidelitys *** account to initiate the transfer. This redundant requirement seems unreasonable, unjustified, and a cause for further delaysthe first request has already taken 25 days. Additionally, when I asked to close my account and issue a check, my request was denied.Furthermore, HSA Bank continues to charge me an account maintenance fee, despite my ongoing efforts to transfer the funds and close the ********** the rightful owner of the account and funds at **********************, I find their actions to be a violation of my rights and a form of asset withholding. 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
12/06/2024
A written response dated December 6, 2024 was mailed to Mr. ***** addressing his concerns.
Initial Complaint
11/26/2024
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.
I initiated an *** account through my job's health insurance back in 2022 I believe.I elected to add money to this account via my paycheck. The employer was ************************* which then reformed as *************I did not realize, and did not consciously agree to a clause that allowed HSA Bank to withdraw $2.5 in fees every month from my balance.Subsequently, I tried to use the money in my account, and faced great difficulty trying to do so, and eventually had to close the account and request the balance as a check because of repeated failure in trying to use my HSA debit card, many phone calls, waiting on hold, etc.I think its possible that my workplace switched who was holding the *** and that the second company started taking these fees, but Im not sure. I feel that HSA bank essentially kept my money hostage and then stole from the amount, simply for their own benefit while I was unable to access it.I'm not even sure how much was taken from me, because I can't see the entire transaction but at least two years of fees at $2.5 per fee is 24*2.5=$60.After repeated complaining they refunded 2 fees totaling $5.Because I was still unable to successfully use the money in my account and given how extremely frustrating this whole process is to access the money I saved, meanwhile this corporation has been skimming off my balance just sits wrong with **** have closed my account and will supposedly receive a check for $40.57 The recourse I seek is total refund of all fees charged over the life of the account.Account number *********** Name on Account:***** ***** Address on Account:*****************************************************************************************************
Business response
12/04/2024
A written response dated 12/04/24 was mailed to Mr. ***** addressing his concerns.
Customer response
12/09/2024
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.

I did not receive the letter you claim to have sent me. Was it sent by registered mail, and do you have proof of receipt? I simply ask for the small amount of money that you took from me without my consent. If you are paying attention to the news, you understand how the general population feels about parasitic business practices, especially in the health sector. At the time I saved that money in my HSA, I was earning around $22 per hour pre tax. Consider that you have effectively stolen time from me, both by taking the meager earnings I had saved in that account, and in dealing with the nonsense of even trying to access and use what little remained. These are not large dollar amounts, but the spirit matters.

Regards,

***** *****
Business response
12/10/2024
A written response dated December 4, 2024, was mailed to the address on file for Mr. ***** via **************. The letter provides a full explanation to address his concerns.
Initial Complaint
11/25/2024
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.
Through my employer an account with ********************** was created, for a health savings account.I have had not been able to access my account online, nor access my account information using their automated telephone service.I called customer service three times and spent approximately 30 minutes on the phone each time trying to access my account to no avail.I've attempted all options on their login page:* Forgot password?* Forgot username?* New user? Create login When I fill in my information under each of those options, the next screen says:"If you entered information associated with a valid account you will be sent a username to the email address on record."I've attempted all of those options numerous times and only two of those occasions did I receive an email, which had a code to "enter" to verify email. The issue is, the email does not provide instructions on where I'm to enter the code. Once again, I've called the help desk three times.I'm at a loss, and frankly, quite frustrated and at my wits end.All technicians were friendly and trying to be helpful, but all were clearly working off the same script asking me the same questions each time. "Try....""Check..""Enter..."I've gone through all of the same steps with each of them and have gotten nowhere.I sent an email to HSA Bank, to try a different approach, and was instructed to call them. Phone calls and emails with this business are getting me nowhere.I have no access to my ********** far my worst experience dealing with a financial institution and its website.
Business response
12/03/2024
Please note that a written response dated December 3, 2024, was mailed to Ms. ******* addressing her concerns.
Initial Complaint
11/22/2024
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.
I emailed and asked for the location of the online list of savings rates. They said to call them. I dont want a web link over the phone. Thats why I emailed. I finally found it using a website search from ******. Then they said they were tied to the federal reserve for savings rate. Sorry. They arent. The fed was at 5% for fed funds rate and they were 0.05%. Two decimal places off. Two decimal places. Were they at -5 percent during the last decade when the fed was at 0? Please be honest
Business response
11/26/2024
A response has been sent to the client addressing their concerns.
Customer response
11/27/2024
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 have not received any response.

Regards,

**** ****
Business response
12/10/2024
December 10, 2024
The client was sent a written response dated Friday, November 29, 2024 via ********* mail to the address on file.
Customer response
12/10/2024
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 didnt get the correct letter. It was a different letter. I asked how you said your rates were tied to the fed bank when you were 2 decimal places off. You said you were regulated by a different agency. I still dont know why Im getting 0% on my savings account. Please tell my why you are way off federal reserve rates. What were your rates 5-10 years ago? That agency you mentioned doesnt set interest rates. They dont set interest rates. Also why dont you email links? Why do I have to call and have a link read to me over the phone that has 100 characters? Thats idiotic
I think you sent the wrong letter. Please send the correct letter.

Regards,

**** ****
Business response
01/03/2025
January 3, 2025
This client was sent a written response addressing his concerns on November 26, 2024 with instructions to contact HSA Bank with any further questions.
No further response will be sent or responded to.
Customer response
01/03/2025
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.

[Please type your response here.]
You sent the wrong letter. You said the fed didnt set your interest rates. Another regulator did it. ????? I wanted a web link and you said to call to get it. I emailed you to get a link. Im not calling to get a web link please send the responses to the questions I asked. You sent the wrong letter. Please respond to the questions I asked. I will contact the state ag if you cant send the correct letter. I have asked my insurance company to move to a ************** already.
Regards,

**** ****
Initial Complaint
11/11/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I had a group *** account. The group (employer) was purchased by another employer so the original group no longer deposited into the account. As such, they started charging me $1.75 per month for having the account. I called ********************** at ************ on 11/1/24 and asked what do I have to do to get them to stop charging me these fees. I spoke with ***. She said I could open an individual account and transfer my balance to the individual account and fees would no longer be charged to the account. She also said she would refund to me 2 months worth of fees. So I opened the individual account, transferred the money. In the meantime they charged me another month of fees. The 2 months of fees were never refunded. I called on 11/4/24 and spoke with *******, she spoke with a manager and said she would refund 3 months of fees, $5.25. The refund never occurred. I called today and spoke with Camealla. She said they cannot and will not refund to me the 3 months of fees totaling $5.25. This is unacceptable when 2 representatives said they would refund to me the fees.
Business response
11/19/2024
A response has been sent to the client addressing their concerns.
Customer response
11/20/2024
[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 reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* *******
Initial Complaint
11/07/2024
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.
Months ago, I requested a transfer of the assets in my health savings account at ********************** in *********, ********* to another health savings bank Lively. I completed all forms required by both banks and yet HSA Bank refuses to transfer the funds in the account. Meanwhile, My money is sitting at HSA Bank earning almost no return.
Business response
11/14/2024
A written response dated November 13, 2024 was mailed to Ms. ******** addressing her concerns.
Customer response
11/19/2024
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.

No response has been forthcoming from either HSA Bank or their parent Webster Bank other than a letter indicating that they are "working on it" see attachment. This was 12 days ago.
In additon to this lack of action, HSA Bank has reduced my account balance to zero with no notice or advice on what exactly happened to my money; an amount in excess of $5000. HSA Bank has my phone number and my email address. They sent nothing other than warning that my balance was below their self imposed minimums. I logged in an saw that my balance was $0.

Regards,

**** ********
Business response
11/20/2024
A written response dated November 14, 2024, was mailed to Ms. ******** providing a full explanation to address her concerns.
Customer response
11/20/2024
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.

No response from HSA Bank despite your complaint AND a direct message from me asking where my $5000 + went. My account balance on their website is zero.

Regards,

**** ********
Customer response
11/20/2024
No response from HSA Bank despite BBB complaint I also asked HSA Bank by email in their system where my $5000 + went. No response whasoever. My account balance on their website is zero.
Business response
11/21/2024
Please note that the letter dated November 7, 2024 was an acknowledgement of receipt to your complaint. The letter dated November 14, ************************************************************************* the complaint. A copy of the November 14, 2024 letter was mailed to the address on file for your reference.

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