Customer ReviewsforRocky Mountain Reserve

1 star is too much for this garbage company. They refuse to respond to customer complaints and if they do, they lie. I called to find out why $25.00 was taken when I requested a rollover distribution and was initially told by **** that it was taxes. When I told him that was not possible, he placed me on hold for 10 minutes then said it was because they charge $25.00 to close accounts. I demanded to speak to a supervisor when **** told me that it says on the rollover form what the charge was. ******, the supervisor, told me that the charge was from PNC who was the bank for ******* could take it up with them. I contacted ********** shared, in writing, that at the request of WealthCare Saver (RMRs custodian), they stopped holding the money in March 2021. When I contacted RMR again, nobody responded to my inquiry. I called again last week and talked to ***** who told me that their office manager wasnt in and had no voicemail or phone he could transfer me to. He took my contact info & said the manager would call me the next day. Its been 3 business days and I have NOT gotten a response from them. They have no problem stealing your HSA funds, but suddenly cant be bothered to address concerns or complaints.

We apologize for the lack of communication. Most HSA custodians or custodial banks including the custodians we use charge a $25 fee to close or transfer a HSA.  Rocky Mountain Reserve doesn't receive any part of the $25 fee.

Absolutely the worst customer service representatives around they dont deal with your money properly. They cancel your card without notifying you and you can never get anybody on the phone. Who knows what the h*** theyre doing absolutely terrible company any employer who uses them has got to be ignorant, or being paid off by them.

We apologize you haven't had a good experience.  We answer every call with a live person and our hold times for 2023 averaged 13 seconds. We never cancel a card unless we notify an employer ahead of time. We don't have any record of an account with your name but please call our customer service at ************ or send me an email and we can look in to your account.

This company has absolutely no fraud protection for your personal information and or money. My entire ************** Account was wiped out by fraudulent activity which they could not determine the source. When contacting this company a standard, canned response were looking into it was provided each time.

We appreciate that fraud can be frustrating. The account that ********************** has that we administer is a Flexible Spending Account (FSA) not a ************** Account. It was reported by her and it appears there has been fraudulent transactions with her FSA.  We administer over ****** FSA accounts and have had 3 individuals with fraudulent transactions this year. We work very hard to eliminate fraudulent transactions. In this case we have canceled and sent 3 new debit cards to **********************. All 3 different cards were used for fraudulent transactions.  We know the vendor the cards were used at and we are working with our debit card processor to verify and reverse the fraudulent transactions and feel confident we can recover all lost monies from the vendors. If we can't recover the funds we will make the account holder whole and reimburse them for any charges that are fraudulent.

The ******************** website was very simple to use to create a PDF of a request for a HSA trustee to trustee transfer from Rocky Mountain Reserve to Fidelity. Due to RMR staff incompetence they rejected my first request because they did not know how to read the very simple instructions. I had to resubmit it a second time for them and call several times for them to finally send the check to ********************. RMR staff are likely poorly trained on how to proper submit the paperwork needed to transfer HSA funds from one trust company to another. Evidence to support this comes from the letter Fidelity sent me after they finally got the check in the mail from RMR. The letter from Fidelity to ******** " Please request the previous financial institution to provide the following information on letterhead: Customer Name, Decedent Name, Fidelity account number, Type of account being transfered HSA, **** **** etc, Check amount, Check number, confirm this is a non-reportable transfer of assets, letter must be signed by the previous financial institution Sincerely, Fidelity Intestments" It has been several months now and I have called and emailed them and submitted to the the letter with the instructions on how to fix this. These type of errors and blatant disregard for the proper way to maintain, secure, and transfer money highlight the need to audit and review RMR financial practices. Continued practice like this jeopardize Rocky Mountain Reserve and *********** Saver Primes' accrediation.

We appreciate the feedback and apologize for the frustration. We receive transfers of hundreds of HSAs every month. We transfer some HSAs but have a much smaller volume of transfers to other custodians. We'll work with our HSA custodian to improve the process and communication when transferring HSAs. We're also reviewing the phone interactions and training of our support team members to improve supporting the transfer of HSAs. All support team members are employees of Rocky Mountain Reserve and located in the US. We try to answer every call with a live person who is knowledgeable and can quickly resolve participant questions.  

This company administers my retirement COBRA health insurance, which started July 1, 2023. They sent me a letter on April 18, 2023 explaining the amount due by July 1. The letter also states that there is an ******************** of 45 days, and ************************ of 30 days. I sent them a check in April, but made a mistake in the amount written out in words so that the amount cashed was $300 short. I was out of the country for 8 weeks, returning a June 29 to find a letter stating that my account was being terminated.I immediately called the number on their website and was told that due to some special exception relating to the ***** emergency, I had until July 10 to send in the amount due. On July 1, sent in a check for the $300 plus the full August premium. It is now August 22, and the check has not been cashed. I called on July 19 and spoke with ******, who told me that they could not locate my check. I spoke again with ****** the next day, and in the middle of the call the check was located, but could not be deposited until my account was reactivated. I have called and spoken with representatives on August 4, 21, and 22, and each time am told that the account manager *** needs to open my account and that I will be called back. I have never been called back. Today, it seems they are having trouble locating my check yet again.The website makes it seem that automatic payment of premiums incur a $20 fee. On one of the calls, I was told that this is only for credit cards, and set up payment from my bank account with no fee. Why can't this company make it clear and easy how to pay them?

We apologize for the frustration locating and depositing your check. We're working with your insurance carrier to make sure your coverage is reinstated effective July 1, 2023. 

This "account" has not worked - even once. Copays? Nope. OTC medical supplies? Nope.If your company offers this, DO NOT ACCEPT. You'll just lose YOUR hard earned money.

We don't have any contact or employer information so I can't verify your account.  However, it appears the enrollment information we were sent indicates your are enrolled in a dependent care account not a medical account. Please contact our office at ************ so they can verify and if necessary correct your enrollment. No one should lose money in their dependent care of medical FSA.

I can't wait to end my relationship with Rocky Mountain Reserve! 73 days and counting.I have used Rocky Mountain reserve through my employer for a Flexible Spending Account and child care benefits. It is technically an account, but not flexible. I think it should be renamed PIMASA, Pain in my a__ spending account. Keep in mind that this is MY money that I am simply asking them to give back when I pay for a medical expense. When I send in receipts for medical expenses they are denied. When I clarify what documentation is lacking, I send in that paperwork which they lose then ask me to resubmit the claims. The number of hours I have wasted trying to reclaim my money has now negated any tax savings I may have gained. This behavior reminds me of the three Ds of the insurance world that help increase their revenue whilst s******* customers out of their benefits...deny, delay, devalue. Some jackanimal in charge at RMR knows about the law of attrition and intends to use this to keep me and you from obtaining OUR money that they are making interest off every day. They put up barriers to reimbursement knowing that the mores times I'm asked to send in more things or resubmit the same claim, again, there will be more people who forget, give up, or lose their minds. What does that mean for RMR? More of their customers money that stays in their account for longer, and possible forever. Case and point, last year I was a few days past deadline reclaiming my FSA and they denied the claim. I thought a reasonable human would work with me, but no. The reasonable humans there are working the phones and have no power. Those in power won't take calls. They were really sorry, but I didn't need sorry, I needed $2700 of MY OWN MONEY back. Usually when someone takes $2700 that belongs to someone else it is called robbery, but not in this case somehow. RMR, please kindly revisit your garbage greed-based corporate-centric business model.For anyone thinking of working with Rocky Mountain Reserve please consider some other equally useful options that will at least save you a headache, wasted time on the phone, multiple claim submissions, while having the same net financial outcome, which is you losing your money.1. Burn the money in a camp fire, roast marshmallows.2. Flush that money down the toilet, (one **** at a time to avoid clogs).3. Give your money directly to greedy corporate type.4. Make a smoothie with your hard earned money. (1/2 cup frozen strawberries, 1/2 cup frozen bananas, 1 cup milk, your money)

We apologize for the frustration. We have reviewed your account. We are required to follow IRS and Plan Document rules when processing claims. In your plan claims can be submitted any time during the year and up to 90 days after the end of the year. The claim you submitted for dependent care was submitted after the 90 day run-out period after the end of the year to submit claims. We were required to deny that claim or put the entire plan at risk for not administering the plan in accordance with the plan document. The claim you submitted this summer initially only had a receipt of an amount paid and no type of service or date of service. We asked for additional documentation. We have found that you had sent additional documentation and we failed to process that claim. We apologize for the inconvenience It was an error on our part. We usually process claims immediately when receiving additional documents. The claim was processed and paid today. Please be aware that any money not claimed is required to be returned to the employer. We are not allowed to retain any unclaimed money. All of our revenue comes from a fee paid by your employer.