Complaints

This profile includes complaints for HealthEquity, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  HealthEquity, Inc.

  15 W Scenic Pointe Dr Ste 100 Draper, UT 84020-6120

  
• 

  WageWorks, Inc.

  10375 N Baldev Ct Mequon, WI 53092

• 

  HealthEquity, Inc.

  1010 Dale St N Saint Paul, MN 55117

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:08/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On June 27,2025 I filed a reimbursement with Health Equity for a medical claim. A few days later they emailed saying I hadn’t completed the entire process. I went back in to my account and resubmitted. Never received my reimbursement so I called and they stated I never finished the process. She stated she then finished it for me while we were on the phone. I waited several days and didn’t have it so called again. The rep stated it was still pending approval and she expedited my claim. To date, Aug 4, 2025 I still do not have my money in my bank account. I looked and status is still pending approval in one screen but in another screen states it’s been paid. The lady I spoke to today told me they resolve claims by birthdates. Mine is in December so this could take awhile.
  I want my money that I contributed to this savings account reimbursed for my medical claim. At this point I’ve basically paid for my glasses twice. Once to the Health Equity company for my health savings account and then twice by having to pay my eye doctor.

  

  Business Response

  Date: 08/05/2025

  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 Answer

  Date: 08/06/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23698195, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:07/31/2025

  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.

  I have a company provided insurer, ****** equity, that pays expenses that aren't covered by United ******, also through my company. Recently ****** equity has requested, in my view excessive, requests for (3) of those visits, demanding an explanation of benefits, which requires contacting United ******, locating the relevant entries, saving the EOB, then uploading with ****** equity. One of the recent items for ********* ****** the company can't confirm the patient who triggered the charge, when the treatment was administered. So I need to contact the ****** provider directly. This took over 40 minutes, and I don't have the information. I feel these requirements, though sensible for an unusual charge or periodic check. In this case seems more aligned to asking for information knowing to provide it requires extra time and effort, most people won't undertake, allowing ****** equity to deny claims. This is unfair and unacceptable practice.

  

  Business Response

  Date: 07/31/2025

  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.

• Initial Complaint

  Date:07/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 downloaded the app as they said I would need to in order to access my account on the future. When I tried to log on I couldn’t. I could still log on to the webpage - but not the app. I called to try and resolve it and they said they couldn’t help me - only open a case and that I’d get an email in 24-hours that would give me instructions. The email never came but I didn’t follow up because I could still access online and figured I would address when I had more time. This week I tried to access my account on the website and could not log on. I called to get it resolved and got the same run around and they PROMISED (her exact words) that the email would come within 24-hours. When it didn’t I called again and they said the email would come in 3-5 business days. Which is it? No one can help? I waited on hold for 30-min to talk to a manager but had to drop for a meeting. At this point I can not get into my account to submit for payment, manage my investments, manage my account. This includes my HSA which has over $30k as well as my FSA which has about $1000.
  
  How is this legal? They just keep telling me to wait longer each time I call and I have zero recourse. I would move my money to a different provider in a heartbeat but this is per our company sponsored healthcare so I can’t move it.
  
  Terrible customer service at best - theft at worst. They need to help people access their accounts. I have been verified each call in multiple ways and am happy to jump through security hoops - but they need to do what they say they are going to do and help people access their own money.

  

  Business Response

  Date: 07/31/2025

  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 Answer

  Date: 07/31/2025

  
  
  Complaint: 23678784
  
  
  
  I am rejecting this response because:
  
  
  This is the same message I’ve been getting….but no one reaches out to get my issue resolved.  When I call to resolve it they tell me to wait until someone contacts me.  I have no confidence until someone actually happens to help me.

  Sincerely,

  
  
  
  ********* ******

  

  Business Response

  Date: 08/05/2025

  Hi *********, we apologize for your frustrating experience.
  After investigating your case, our Member Relations team was able to determine
  the issue and has shared additional details.  Login instructions were sent to you via email
  on 7/31. On 8/4, a Member Relations representative attempted to contact you by
  phone but was unable to connect. Contact information has been provided should
  you wish to follow up directly.
  

  Customer Answer

  Date: 08/05/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23678784, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ********* ******

• Initial Complaint

  Date:07/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 reached out to them by phone going on 2 months. I started a new job and took the HSA health plan, they attached my information from a previous employer and the address and all. Now I was told to fill and fax a change for which I did and was told 3 days to receive and change the information and 10 days to receive the card. I called today to see no change. I cant access my account because I cant the password without them changing all my information. So I am now insured with out access to my money on my card. They wont take the form by email only fax or mail. I am so frustrated that in 2025 this company doesn't have a better way to get this done.

  

  Business Response

  Date: 07/31/2025

  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 Answer

  Date: 07/31/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23675632, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:07/29/2025

  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 have been working with this company only since July 2025. I have contacted them close to 10 times about getting my claims reimbursed. Everytime. Icontact them I get told a different response. First your daycare claim needs to be past the date. 2nd the employer hasnt submitted the money. 3rd, well we go the money but i'm not sure why its not paid out. you should receive in 3-5 days. they told me that t least 3 differnet times. Now the lastest it was suppose to be here by Today, July 29th at the latest. Now, the latest, is they only deposit funds once a month. Every employee has told me something different and I still havent receibved any of my reimbursements and I need the money for daycare.

  

  Business Response

  Date: 07/30/2025

  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.

• Initial Complaint

  Date:07/26/2025

  Type:Service or Repair 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.

  The company is not allowing to use deposited funds. The company has locked me out my account with suspicion of fraud. After verification of all my information they chose to lock me out again a week later

  

  Business Response

  Date: 07/28/2025

  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.

• Initial Complaint

  Date:07/25/2025

  Type:Service or Repair 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 established an HSA account through my employer's plan in May of 2024. My employer chose Health Equity as their HSA servicer. I provided all of my personal information to establish an account. Although I never received a card or online access to my account, my biweekly contributions were deposited into my account. I have called and emailed with the Health Equity Member support staff several times, and while the first-line reps are usually very polite, they are never able to get me into my account. Because I am still not able to access my account and do not have a card, I'm now trying to get them to close my account and transfer funds.

  

  Business Response

  Date: 07/28/2025

  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.

• Initial Complaint

  Date:07/25/2025

  Type:Service or Repair 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 have a HSA account thru my work care advantage skilled in Richmond Virginia and I'm about to retire August 1 ,2025. I have been contributing into my account to have these $$ to pay for my Medicare benefits and monthly payments... I've been working on getting my health equity $$ - log in x 4 wks!!! I'm so over exhausted with calls made to them daily sometimes 2-3x regarding how to log in .... I've had to call and talk with a new person each time, I've resolved to talk only to supervisor to complete the task..,, I've been waiting for this to happen x 4 wks!!! Finally today I after waiting for health equity to resend me an updated email x4 after 24-48 time frame !!!! I was able to get in as far as security questions then was locked out for some reason and had to go air 2.5 days to restart process for the 4 th time!!!! Absolutely not acceptable!!! This company is extremely corrupt in helping consumers... they have my $$ and I can't even get assess to it ... I need the $ to pay my Medicare bill Aug 1!!!! So now I've found out today that I can fax in a voided check so I did this today but now I have to wait an additional 10 days to get access to my money which will be after Aug 1st now I have to come up
  With the $ to pay this when I should be able to get my money out to pay my Medicare bill

  

  Business Response

  Date: 07/28/2025

  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.

• Initial Complaint

  Date:07/24/2025

  Type:Service or Repair 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 am experiencing an issue seeking reimbursement under 2024 *********** FSA administered by HealthEquity under ************** (please see attached letter dated June 3, 2025). In March 2025, I submitted a valid claim for services. Although the claim was processed and checks issued, they were never received due to a minor typographical error in the providers address. HealthEquity acknowledged the error and confirmed the checks remain uncashed. As previously documented and acknowledged by HealthEquity, the original claim was valid, timely submitted, and processed. The checks issued were never received due to a typographical error in the providers address. HealthEquity confirmed that the checks remain uncashed. On July 9, 2025, ******* ****** (a Healthequity employee) informed me that the funds were no longer available due to reconciliation, but that employer approval to proceed with payment had been secured (as confirmed by **** employee **** ********).******* further stated that she was in active discussions with HealthEquitys Service Delivery Manager to determine whether payment should be initiated by HealthEquity with subsequent invoicing to the employer, or whether the employer would issue payment directly. As of todays date, no resolution has been communicated, and the matter remains unresolved.

  

  Business Response

  Date: 07/25/2025

  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.

• Initial Complaint

  Date:07/22/2025

  Type:Service or Repair 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 was to be enrolled in Cobra program with my previous insurance company through WageWorks who received the payment of 2,200 for the first month which was paid on time, but they have been lagging behind with my insurance enrollment. I have called their customer service department, and they are not willing to let me talk to any person involved int he enrollment. They have given me various answers including that the documents were submitted and i have to directly talk to the insurance company. The insurance company has repeatedly informed me that they have not received any info. I have called the Wageworks customer service for the 4th time and I have got no resolution and no insurance but incurring payments from different companies for my health expenses.

  

  Business Response

  Date: 07/22/2025

  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.