Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/30/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had my HMA account for over five years. The company makes it difficult to submit for payment reimbursement and keep moving dates to submit request. I have lost about 2k in denied pharmact payments and my doctors office states they get denied letters, still waiting to see if they will pay, currently that is around 650. I have spoken to multiple people, get different answers, and state the policy instead of concerns and how can we resolve these issues. I warn others to be careful of this HMA for seniors as a health savings account, as you will many times not receive the funds you paid I to! I was told I could close my account but would lose all funds I have put in. I ask myself why did I sign up as they made it sound so easy! Wished I would have not signed as this was not what I signed up for. ******

• Initial Complaint

  Date:06/26/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For over two years I have contributed to this health matching account totalling over $5k dollars. The whole thing is shady. It is so difficult to get a reimbursement. I was told if I opt out, I will lose all the money I have not used. I was also told that I had to be enrolled for at least two years before I can lower my monthly contribution. When I tried lowering my **** they continued to send me forms and charged my account the previous amount anyway. I have sent them ***eated the forms to change my account. There is always enormous red tape. I asked them to send me my original contract, and the *** told me she doesn't have authorization to do that. This ordeal has brought me continued distress. Trying to get through to a person is nearly impossible with incredible wait times and they NEVER return calls.Please help me. In order to pull up all my records and my acct info online, it wants me to agree to additional terms. Therefore I cannot send documents unless they unlock my login. I just want to get returned the money I paid in that I've unable to use. I am not asking them for any money they say they have matched, rather just the amount I have paid in and haven't been able to use or been denied. I feel like I have been duped BIG TIME!

• Initial Complaint

  Date:06/20/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** has made it nearly impossible to access the funds in my health savings account, which currently holds nearly $25,000. They require healthcare providers to send billing directly to ***. Although *** Health electronically filed the billing on 3/20, mailed it on 3/27 (which *** claimed they never received), and then sent it via certified mail received on May 3rd, my bills remain unpaid.We were forced to make a payment to avoid the bill going to collections. Even if I pay the entire bill out of pocket and submit receipts for reimbursement, *** will only refund 50% because they insist on paying providers directly.This process feels like a frustrating cycle that prevents me from using the money that is rightfully mine in my health savings account. It raises serious concerns about transparency and fairness, especially given recent class action lawsuits.I urge improve their handling of claims to ensure account holders can properly access and use their funds.

• Initial Complaint

  Date:06/18/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against Pet Matching Account Services, administered by Health Matching Account Services, due to their inconsistent and misleading reimbursement practices.On April 12, 2025, I paid a $50.00 deposit to my veterinarian, which is required to secure an appointment and is applied toward the total cost of the visit. The full cost of the visit was $108.00. I submitted a reimbursement request for this amount but received only $58.00.I called Pet Matching Account Services to understand why the full amount was not reimbursed. I was told they do not reimburse deposits. However, this exclusion is not mentioned in any of the documentation I received or reviewed. When I called again and asked for a copy of my program agreement or a list of covered services, the representative I spoke with placed me on holdand without me requesting to speak with anyone else, I was transferred back to *****, the same representative I had previously dealt with.Per Hollys instructions, I reviewed the materials she directed me to online. Nowhere in those documents does it state that depositswhen applied toward servicesare excluded from reimbursement. Despite following her guidance, I still have not received any written explanation or official policy that supports their decision.This experience has been frustrating and opaque. I am requesting full reimbursement of the $108.00 and that Pet Matching Account Services provide clear, written documentation of all coverage exclusions, particularly those related to veterinary deposits.

• Initial Complaint

  Date:06/11/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When we joined *** a debit card was issued to be able to pay for medical/dental/eye and even cosmetic procedures. *** has changed the way they process claims. They have eliminated coverage for some items and require providers to file for claims through a portal. Only one provider that we use is willing to file through the portal. Our first service was completed and filed on 3/17/25. In June $302 was debited from our account but the provider only received $229 and *** has not explained what they did with the difference. When contacting the company they put up as many roadblocks as possible - they say they have to contact another department, they require an email to be sent and say a call is not enough, they say they need to contact the provider directly to verify (they issued the check and they debited my account, what does the provider need to verify???). For providers who are unwilling to use the portal when we pay *** will only cover 50% of the cost. As a customer there is no way to see what is going on via the website. The only option is to call and I've already stated how unhelpful *** customer service is. All of this is a way to steal people's money and they need to be stopped. The bottom line is the company changed the terms of the contract and is now holding customer's money hostage. If you stop paying you forfeit the money in your account. If you keep paying they just get more money that you can't use. I want the money I paid into my account refunded and will happily close my account when that is done.

• Initial Complaint

  Date:06/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had a claim approved middle of May from May 6. Was told check was written and ready to be mailed out. Its been about 3 weeks since then and no check has been mailed. Per the altered contract terms (yes they changed them illegally), they have 30 days to make the payment. They have failed to do so and now theyre telling me itll be at least 2 more weeks before its even mailed. Sounds like a scam to me. Im preparing to contact my lawyer as a result and file a lawsuit.

  Business Response

  Date: 06/06/2025

  This will acknowledge with thanks your correspondence on June 6, 2025, regarding the complaint of ****** *******. We appreciate the opportunity to both know of the complaint and to respond, as we value our member relationships. Since receiving your notice of complaint, we have undertaken an investigation into this matter and would like to respond as follows.
  The *** is a reimbursement plan in which members make a monthly contribution and Health Matching Account Services (****) awards an increasing medical matching towards the medical balance, and we have tens of thousands of satisfied members. The matching benefit is designed on a graduated schedule, where the medical matching starts in month 1 and then gradually increases each month the medical balance is not used. The *** is designed to reach a target benefit cap over 35 months, assuming the medical balance is not accessed prior to that time. There is no cash value. Members can access their **** medical balance through the **** Member ID card or through member reimbursements that are submitted through the *** Member Portal.
  A review of Mr. ******** *** plan shows the following facts:
  1. Mr. ******* enrolled on June 17, 2023
  2. Mr. ******* has contributed a total of $3,360.00 to his *** plan
  3. Mr. ******* has used his *** plan 9 times to pay for his eligible medical expenses for a total of $1,925.25, including the claim he referenced in his complaint
  4. Mr. ******* still has an available *** medical balance of $2,814.75
  As you can see, the *** plan has been working exactly how it is supposed to. Mr. ******* has contributed $3,360.00 towards his *** plan, he has used his *** plan 9 times to pay for $1,925.25 in medical expenses, and he still has a remaining medical balance of $2,814.75. That means that the medical matching awarded by **** equals $1,380.00.
  The claim in question was approved on May 19 and was placed in our queue for a check to be cut and mailed. This check is scheduled to be mailed in approximately 2 weeks to stay in line with our 30-day standard practice for paying approved medical expenses that we receive on behalf of our members. Mr. ******* stated that our contract states that we have 30 days to make a payment which is not true. Our standard operating procedure is to pay within ********************************* our **** Primary Holder Contract.
  I would also like to clarify Mr. ******** statement that **** changed our contract terms illegally, which is not true. **** reserves the right to make necessary changes as long as notice is given to our members. Mr. ******* was sent several notifications about the change from the **** Medical Reimbursement debit card to the **** Member ID card, and how to continue to access his **** medical benefits for eligible medical expenses. The reason for this change was to improve our members access to their **** medical balance for eligible medical services because our **** debit cards had necessary spending controls that would sometimes lead to declined transactions, resulting in our members having to pay out of pocket and submit reimbursements. To improve the medical reimbursement process and eliminate these declined transactions, we issued our members the **** Member ID card. **** members simply present this **** Member ID card to their providers, and that prompts their providers to submit the medical bills to Health Matching Account Services for processing, resulting in no out-of-pocket costs for our members. The **** Program and Member Contract that Mr. ******* selected and agreed to specifically provides that **** may amend or change the claim procedures as it may deem necessary, and it does not permit refunds because there is no cash value. This is a critical requirement in the design of the **** Program, which allows our members contributions to grow and multiply over time. Please see the excerpt below taken from the cover page of our **** Member Contract:
  This Contract explains in detail your obligations regarding your account as well as how and for what medical expenses your account can be used. The *** is not a financial product. It is your responsibility to read and review the provisions in this Contract. If we do not hear from you within 7 days of any objections to the provisions in this Contract your agreement with **** will be in force under the terms and conditions in this Contract or any other amendments to this Contract that are subsequently put in place.

  I would also like to point out that every other aspect of the *** plan has remained the same since Mr. ******* enrolled. His monthly contribution is the same, the **** monthly medical matching is the same and the eligible medical expenses are the same.

  In conclusion, we would again like to thank you for the opportunity to provide our response and we are hopeful that this apparent misunderstanding will now be clarified. **** will continue to process and pay any eligible medical expenses that we receive on behalf of Mr. ******** just like we do with all of our valued **** members. If there is any additional information that you may need concerning this matter, please advise. 

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pay $84.00 per month for this service. I was told that if I quit making payments then I would lose all my money that I have contributed. The reason I would like to quit is because I wanted to submit some claims on some prescriptions that I have paid. I was told by my pharmacy that this *** company no longer allowed them to file the claims so I had to pay out of pocket. Then I find out that I can only file for reimbursement if it has been under 30 days. I also have around 750 dollars worth of Bills for my infusion shots that I found out looking on my statement from Humana. These 2 shots were from February and March. I believe they are taking advantage. Sometimes you dont get a bill for at least 60 days. I still dont have a bill for the $750. To me an *** should pay for any medical expenses that you have regardless how old. I also feel there should be a way to stop making payments and still be able to use the money.

• Initial Complaint

  Date:05/31/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been paying a monthly premium to HMA Services for 4 years and built up a $10,000 healthcare fund. In February and March 2025, my dermatologist submitted a claim, and it took over two months for the payment to be received. I had to suspend treatment because of the delays. I went in for another treatment at the end of May 2025, and now Im being told my treatment is declined because I didnt upgrade my plan to premium and pay more money every month. I feel like this is a bait and switch. I signed up for a benefit and faithfully paid for years. Now my money is being held hostage until I upgrade and pay more money. I was not told about this upfront. I never received a new contract or anything. And now I have dermatologist visit thats declined. Im afraid to upgrade because after reading a number of complaints on this site, Im concerned that only 50% of my medical bills will be paid. I didnt sign up for a discount plan, I signed up for a Health Matching Account, to help me cover, co-pays and out-of-pocket expenses for a medical care.

  Business Response

  Date: 06/04/2025

  This will acknowledge with thanks your correspondence on May 31, 2025, regarding the complaint of Trinity ******. We appreciate the opportunity to both know of the complaint and to respond, as we value our member relationships. Since receiving your notice of complaint, we have undertaken an investigation into this matter and would like to respond as follows.
  The *** is a reimbursement plan in which members make a monthly contribution and Health Matching Account Services (****) awards an increasing medical matching towards the medical balance, and we have tens of thousands of satisfied members. The matching benefit is designed on a graduated schedule, where the medical matching starts in month 1 and then gradually increases each month the medical balance is not used. The *** is designed to reach a target benefit cap over 35 months, assuming the medical balance is not accessed prior to that time. There is no cash value. Members can access their **** medical balance through the **** Member ID card or through member reimbursements that are submitted through the *** Member Portal.
  A review of Ms. ******* *** plan shows the following facts:
  1. Ms. ****** enrolled on July 28, 2021
  2. Ms. ****** has contributed a total of $6,452.85 to her *** plan
  3. Ms. ****** has used her *** plan 7 times to pay for her eligible medical expenses for a total of $5,627.00
  4. Ms. ****** still has an available *** medical balance of $9,368.98
  As you can see, the *** plan has been working exactly how it is supposed to. Ms. ****** has contributed $6,452.85 towards her *** plan, she has used her *** plan 7 times to pay for $5,627.00 in medical expenses, and she still has a remaining medical balance of $9,368.98. That means that the medical matching awarded by **** equals $8,543.13.
  I would also like to clarify the declined treatment that ********* is referring to. The treatment is for an elective cosmetic procedure,not a medically necessary or medically required treatment. The *** has always covered elective cosmetic procedures, and it still does for members who upgrade to our Platinum **** Plan. Back in September 2024, **** began notifying our members via email and through the *** Member Portal that elective cosmetic procedures would be only covered on the Platinum **** Plan starting in 2025,so if they were planning on having elective cosmetic procedures in the future,they should upgrade so that their services would not be declined. Ms. ****** did not upgrade which is why the services were declined. Ms. ****** can still use her current *** plan for a very wide variety of services, including primary and major medical care such as ****** and deductibles, dental, vision,chiropractic, prescriptions, and many more services that are listed in the ***Primary Holder Contract as Eligible Medical Services. The terms bait and switch and my money is being held hostage is simply not true because ********* was notified months in advance of the change for covering elective cosmetic procedures, and she has the ability to use her current *** plan on any of these eligible services listed above.
  In conclusion, we would again like to thank you for the opportunity to provide our response and we are hopeful that this apparent misunderstanding will now be clarified. If there is any additional information that you may need concerning this matter, please advise. 

• Initial Complaint

  Date:05/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I enrolled in a Health Matching Account (HMA) plan in December 2023 and have contributed approximately $1,000 to the program. I recently contacted the company to pause or cancel my contributions and was told I would lose all of my contributed funds if I terminated the account.This forfeiture policy was not clearly disclosed at the time of enrollment and is deeply unethical. The company representative, ******, was extremely rude and unprofessional during our calltelling me I needed to learn to read and refusing to answer questions.**** policy of retaining all customer contributions upon cancellation is deceptive and predatory. I am requesting a full or partial refund of the funds I contributed, as I did not use the reimbursement card nor receive benefits equivalent to what I paid in.

  Business Response

  Date: 06/04/2025

  This will acknowledge with thanks your correspondence on May 19, 2025, regarding the complaint of ***** ******
  The *** is a reimbursement plan in which members make a monthly contribution and Health Matching Account Services (****) awards an increasing medical matching towards the medical balance, and we have tens of thousands of satisfied members. The matching benefit is designed on a graduated schedule, where the medical matching starts in month 1 and then gradually increases each month the medical balance is not used. The *** is designed to reach a target benefit cap over 35 months, assuming the medical balance is not accessed prior to that time. There is no cash value. Members can access their **** medical balance through the ****Member ID card or through member reimbursements that are submitted through the *** Member Portal.
  The **** Program and Member Contract that Ms. ***** selected and agreed to specifically provides that monthly contribution is required to keep the *** plan open and active, and that **** does not permit refunds because there is no cash value. These are critical requirements in the design of the **** Program, which allows our members contributions to grow and multiply over time through our medical matching. Please see the excerpt below taken from the cover page of our **** Member Contract:
  This Contract explains in detail your obligations regarding your account as well as how and for what medical expenses your account can be used. The *** is not a financial product. It is your responsibility to read and review the provisions in this Contract. If we do not hear from you within 7 days of any objections to the provisions in this Contract your agreement with **** will be in force under the terms and conditions in this Contract or any other amendments to this Contract that are subsequently put in place.
  Ms. ***** states that our policy was not clearly disclosed to her but that is not true because she did receive her *** Welcome Email and ***Primary Holder Contract on December 14, 2023, and **** did not hear from ******** within the 7 day timeframe allowed for any objections to the provisions in the Contract.
  When Ms. ***** spoke with our customer care team on May *******, the *** Primary Holder Contract was reviewed with her as well as the options for using her *** medical balance, but Ms. ***** was unwilling to work within the terms and conditions of the *** Primary Holder Contract.
  In conclusion, the *** Primary Holder Contract that Ms. ***** selected and agreed to when she enrolled clearly states the terms and conditions of the *** plan, and Ms. ***** received her *** Welcome Email and *** Primary Holder Contract on December 14, 2023. **** and our members are required to follow the *** Primary Holder Contract and therefore we cannot process any refunds to Ms. ****** We would again like to thank you for the opportunity to provide our response and we are hopeful that this apparent misunderstanding will now be clarified. If there is any additional information that you may need concerning this matter, please advise. 

• Initial Complaint

  Date:05/06/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We pay money into this account every month. Most medical facilities near us will not bill you guys. You wont take an itemized bill for medical providers and reimburse us. So tell me how we are supposed to use whats in the account?If we stop paying, we lose all of our money. If we keep paying, we just put money into an account we will never be able to use. It was so much better when you guys had a debit card we could actually use places. Please make it possible for us to use the money we contribute to the account.