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Business Profile

Health Savings Administrators

HealthEquity, Inc.

Headquarters

Complaints

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

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HealthEquity, Inc. has 3 locations, listed below.

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    Customer Complaints Summary

    • 779 total complaints in the last 3 years.
    • 361 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/27/2025

      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.
      There are other complaints almost identical to mine on here ! Same thing this company treats people awful. Like the other complaints on here, they cancelled my card saying it was lost. I never reported it lost. 5 times they claim they sent a replacement card. Straight up lies. They did not. Denying legitimate claims, as they hold my money hostage. Echoing the MANY other complaints, they are compromising my health and know it and don’t care. I hope they get shut down by the DOL. It should be and probably is criminal what they do to people. They don’t get reprimanded so they just don’t care who suffers because of their deception and lack of veracity. No one should voluntarily do business with them. You are not allowed to speak with a supervisor or manager. Just a call center where every rep says something different, never keeps their word, or follows through. HEALTH EQUITY DOES NOT CARE how sick you are or how much unnecessary stress and work they cost u to legitimately get your own money. I have a right to use an FSA and now never will again because companies like this don’t seem to get shut down. Wonder how many people have actually died because of their shady business practices. It is a documented fact in the many,many complaints against them including mine, that they will happily let you get sicker and sicker be in awful pain while you beg for your own money. For Shame. Hopefully others will see the FACTS I have stated here and don’t do business with them if you can help it, and if they treat you how I have been treated file a complaint with DOL and the Employee Benefits Security Administration. I did. I left a message for the Consumer Rip Off Reporter on the Chicago News too. They are making people miserable and could care less. . It is a scam to keep your money because you can never spend it. No card, ludicrous reasons for denying claims.

      Business Response

      Date: 02/27/2025

      Hi *****,

      We're sorry that you didn't have the best experience with us. We take great pride in our customer service and are dedicated to providing remarkable service to all our members. Our Member Relations team will be getting in touch with you to ensure that the issue is resolved quickly. Please allow our escalation team sufficient time to investigate the account details thoroughly, ensuring an accurate and informed response to your concerns.

    • Initial Complaint

      Date:02/26/2025

      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.
      I incorrectly submitted a reimbursement using my FSA to pay my provider instead of reimbursing me back money I had to front to pay for a surgery. The amount is $1,000. The company submitted two incorrect cases trying to correct the issue. The third time, the company submitted the case correctly, but have been unable to give an exact update on where my money is, provide a consistent response on whether the process was paid, or give any transparency. All they say is that it’s being looked into by another team, and they have no way of contacting them

      Business Response

      Date: 02/27/2025

      Hi *****,

      We're sorry that you didn't have the best experience with us. We take great pride in our customer service and are dedicated to providing remarkable service to all our members. Our Member Relations team will be getting in touch with you to ensure that the issue is resolved quickly. Please allow our escalation team sufficient time to investigate the account details thoroughly, ensuring an accurate and informed response to your concerns.

    • Initial Complaint

      Date:02/26/2025

      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.
      I have tried to get my health equity card delivered for over 2 months. Each time I look at the status it says order submitted and no further action. I am in dire need of this card to pay for medications and health appointments. My check is shorted to load this card and is causing me to fall behind on my own finances because I have to pay for the services in advance versus my card. (W the exception of purchases directly from the FSA store). I appreciate any help you can provide!

      Business Response

      Date: 02/27/2025

      Hi *******,

      We're sorry that you didn't have the best experience with us. We take great pride in our customer service and are dedicated to providing remarkable service to all our members. Our Member Relations team will be getting in touch with you to ensure that the issue is resolved quickly. Please allow our escalation team sufficient time to investigate the account details thoroughly, ensuring an accurate and informed response to your concerns.

    • Initial Complaint

      Date:02/26/2025

      Type:Product 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.
      We have been trying to use our HSA card for 2 months. We have contacted the company 5 times and to date unable to use our HSA cards. We have plenty of funds in the account and every time we talk with a CSR, we get an excuse and said they are working on the problem - but give us no time-frame when the problem will be resolved.

      Business Response

      Date: 02/27/2025

      Hi *****,

      We're sorry that you didn't have the best experience with us. We take great pride in our customer service and are dedicated to providing remarkable service to all our members. Our Member Relations team will be getting in touch with you to ensure that the issue is resolved quickly. Please allow our escalation team sufficient time to investigate the account details thoroughly, ensuring an accurate and informed response to your concerns.

      Customer Answer

      Date: 02/28/2025

       
      Complaint: 22992176

      I am rejecting this response because the resolution is open ended with no estimated time to resolve the issue.

      Sincerely,

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

      Business Response

      Date: 03/04/2025

      We understand your concern regarding the inability to utilize your debit cards, and we sincerely apologize for any inconvenience this may have caused. Upon review, we have identified that the cards holding your balances were closed, and new cards were issued in February. To resolve this issue, we kindly ask you to confirm whether you currently have the new cards with the balances in your possession. If you do not have the cards, we will ensure that replacement cards are promptly issued to you via first-class mail. ******* with our escalation team has attempted to contact you via phone and email on 02/28/25 to address this matter, but we were unable to reach you. Please connect with her directly so she may finalize a resolution for you.

      Customer Answer

      Date: 03/10/2025

       
      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.  We received the new cards and finally they work.

      Sincerely,

      ***** ********
    • Initial Complaint

      Date:02/25/2025

      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.
      In 2025, I switched from a high deductible health plan with an HSA and limited purpose FSA to a new health plan with a full purpose FSA. These accounts are being serviced by HealthEquity/WageWorks and they have issued me and my wife Visa debit cards to access those funds. However, the cards have not been reprogrammed to account for the change to a full purpose FSA. As such, I am unable to utilize the card for qualifying expenses. I have called WageWorks multiple times throughout the month of February about this issue. I was alerted that it would take 3-5 business days on or around 2/12/25. It is now 10 business days later and I am being told "it should take 3-5 business days, or 7-14 business days or it could be longer." I was also informed that I would receive regular updates and I have not.

      This is a simple fix and there is absolutely no excuse: 1) for it to occur in the first place; and 2) for it to take this long to resolve. I continue to get the run around and just desire for the card to be updated appropriately to permit full purpose FSA expenses.

      Today, 2/25/25, I escalated 3 times before getting to Mirta who indicated that she would alert the "escalations" team to try to have my request expedited.

      Business Response

      Date: 02/26/2025

      Hi *******

      We're sorry that you didn't have the best experience with us. We take great pride in our customer service and are dedicated to providing remarkable service to all our members. Our Member Relations team will be getting in touch with you to ensure that the issue is resolved quickly. Please allow our escalation team sufficient time to investigate the account details thoroughly, ensuring an accurate and informed response to your concerns.

      Business Response

      Date: 02/26/2025

      Hi *******

      We're sorry that you didn't have the best experience with us. We take great pride in our customer service and are dedicated to providing remarkable service to all our members. Our Member Relations team will be getting in touch with you to ensure that the issue is resolved quickly. Please allow our escalation team sufficient time to investigate the account details thoroughly, ensuring an accurate and informed response to your concerns.

      Business Response

      Date: 03/04/2025

      We sincerely apologize for the inconvenience you experienced with your card declining due to incorrect information on our card site. Upon investigation, ****** identified that the issue was caused by the card being incorrectly listed as "limited" instead of "standard." This classification error prevented the card from functioning as it should.
      To resolve this matter, we have updated the card site information to accurately reflect the proper status of your card.

      Please note that the correction has been processed, and your card should be fully operational now. ****** contacted you directly on 2/28 to advise you of these updates and to provide clarity regarding the timeframe for your card's functionality.

      Business Response

      Date: 03/04/2025

      We sincerely apologize for the inconvenience you experienced with your card declining due to incorrect information on our card site. Upon investigation, ****** identified that the issue was caused by the card being incorrectly listed as "limited" instead of "standard." This classification error prevented the card from functioning as it should.
      To resolve this matter, we have updated the card site information to accurately reflect the proper status of your card.

      Please note that the correction has been processed, and your card should be fully operational now. ****** contacted you directly on 2/28 to advise you of these updates and to provide clarity regarding the timeframe for your card's functionality.

      Customer Answer

      Date: 03/04/2025



      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. My card now works.



      Sincerely,



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

      Customer Answer

      Date: 03/04/2025



      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. My card now works.



      Sincerely,



      ****** *******
    • Initial Complaint

      Date:02/21/2025

      Type:Billing 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 contacted Health Equity (HE) regarding funds for my HSA account that I should have been able to use as of 1/1/2025 after my company, Charter Communications, placed their contribution on my spending account of 750.00; however, within 3 days, the funds were added, then removed and the only funds available was 40.00 which was a carryover from 2024 along with a 10.00 carryover balance on my FSA account from 2024. I anticipated the funds would be available so that I could have some Dental work performed. I called HE and was told that they wasn't sure why my funds disappeared and that they would investigate as they were aware if an issue with several accounts and that my funds were visible in their system. When I went to my appointment, the funds were not available so therfore, I had to pay out-of-pocket and advised that I would be reimbursed once issue was resolved. I then followed up a few times over the month until last week, I was advised that the reason my funds weren't available was die to the carryover balance of 10.00 on my FSA account. This is not good as I am diabetic and I have prescriptions of about 400.00 that I can't pay to fulfill due to my funds not being able to be accessed until April 1st 2025. This is a critical issue because of the status of my health and medicines but apparently there is nothing that they can do until then. All of this over 10.00 carryover balance. It would cost more if I died from not being able to take my medicines. This is a ridiculous rule based on the pure amount of a carryover balance

      Business Response

      Date: 02/24/2025

      Hi ******,

      We're sorry that you didn't have the best experience with us. We take great pride in our customer service and are dedicated to providing remarkable service to all our members. Our Member Relations team will be getting in touch with you to ensure that the issue is resolved quickly. Please allow our escalation team sufficient time to investigate the account details thoroughly, ensuring an accurate and informed response to your concerns.

      Business Response

      Date: 02/24/2025

      Hi ******,

      We're sorry that you didn't have the best experience with us. We take great pride in our customer service and are dedicated to providing remarkable service to all our members. Our Member Relations team will be getting in touch with you to ensure that the issue is resolved quickly. Please allow our escalation team sufficient time to investigate the account details thoroughly, ensuring an accurate and informed response to your concerns.

    • Initial Complaint

      Date:02/21/2025

      Type:Billing 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.
      We opened an individual Health Savings Account for my wife and funds were deducted on Jan 14th from our checking account to establish this account. For some unknown reason the fraud department has frozen this account. We have tried to resolve this multiple times but no one can tell us why this account was locked. We asked to speak to the fraud department but was told we could not. We requested they call us back, which they have not. We never received any communication from Health Equity reaching out to us to let us know there is a problem. All attempts to resolve this has been generated by us.

      To make matters worse, while they have frozen our funds, they have been deducting admin fees from the account. Not only that, they deducted fees for December which is before the account was even open. This in of itself seems fraudulent.

      We are now being told we have to submit a notarized copy of my wife's drivers license when we can't even find out what the issue is.

      This is beyond frustrating

      Business Response

      Date: 02/24/2025

      Hi ****,

      We're sorry that you didn't have the best experience with us. We take great pride in our customer service and are dedicated to providing re****able service to all our members. Our Member Relations team will be getting in touch with you to ensure that the issue is resolved quickly. Please allow our escalation team sufficient time to investigate the account details thoroughly, ensuring an accurate and informed response to your concerns.

    • Initial Complaint

      Date:02/19/2025

      Type:Customer Service 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 FSA via Health Equity. I requested a refund for two claims from 10/29/24 and 11/1/24 for my dependent. Ive contacted Health equity multiple times by phone calls and text messages. They lied to me its refunded, but its not. They lied to me they will update me, email me, they never did. I want to escalate this to upper level, but they refuse to give me any contact information. Nobody is responsible for my case, I could not get anybody who is accountable. They promise, case manager will call me, they never did. I want my money back which is about $228 for both claims. Could you please help me to resolve this issue Thank you for consideration ****** *********

      Business Response

      Date: 02/20/2025

      Hi ******,

      We're sorry that you didn't have the best experience with us. We take great pride in our customer service and are dedicated to providing remarkable service to all our members. Our Member Relations team will be getting in touch with you to ensure that the issue is resolved quickly. Please allow our escalation team sufficient time to investigate the account details thoroughly, ensuring an accurate and informed response to your concerns.

      Customer Answer

      Date: 02/21/2025

       
      Complaint: 22964209

      I am rejecting this response because: My case not resolved, nobody's contacted me yet. I'll be satisfied when I get my refund back

      Sincerely,

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

      Business Response

      Date: 02/25/2025

      It appears that when the refund was processed by your provider, the funds were not automatically directed to your external bank account due to the specific method of transfer through your personal banking system. We have now initiated the return of the funds directly to your external account, and you should receive them within 2-3 business days. ******* with our escalation team also attempted to contact you by phone on 2/25 but was unable to connect or leave a voicemail. A follow-up email has been sent with details of the resolution and ********* contact information for any additional questions or concerns.

      Customer Answer

      Date: 02/27/2025

       
      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.
      Thank you for your help 

      Sincerely,

      ****** *********
    • Initial Complaint

      Date:02/19/2025

      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 am trying to get my childcare money back. I paid daycare 6000 dollars, and trying to get 2000. they only reimbursed me 1600 something. They they because i stopped working 12/15/24. So, who cares. As long as i earned that money and paid more. They make absolutely no sense and despite multiple calls were not able to resolve issues. Please hire someone to process these claims who understands basic elementary school level math.

      Business Response

      Date: 02/20/2025

      Hi ********,

      We're sorry that you didn't have the best experience with us. We take great pride in our customer service and are dedicated to providing remarkable service to all our members. Our Member Relations team will be getting in touch with you to ensure that the issue is resolved quickly. Please allow our escalation team sufficient time to investigate the account details thoroughly, ensuring an accurate and informed response to your concerns.

    • Initial Complaint

      Date:02/18/2025

      Type:Product 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 December 9th, 2024 , my doctor refunded the amount of $486.40 back to my *** account. As of today, February 18th 2025 that amount is still not available on my *** funds. My funds are still ZERO!. For weeks have spoken countless times with HealthEquity representatives and I have provided them with ALL the information they have requested from me, including the 12 digit Transaction Reference number from the doctor's billing company, which the doctor himself had to get for me. I called them again today, February 18th, 2025, to check on the status and the only answer I am still getting from HealthEquity is that "they are still looking into it" and "they do not know when this will be solved". I NEED THIS MONEY FOR MEDICATIONS. It's incredibly UNETHICAL of this company to block access to my funds for so long, for no reason whatsoever and no explanation of what went wrong. Please help!

      Business Response

      Date: 02/19/2025

      Hi ****,

      We're sorry that you didn't have the best experience with us. We take great pride in our customer service and are dedicated to providing remarkable service to all our members. Our Member Relations team will be getting in touch with you to ensure that the issue is resolved quickly. Please allow our escalation team sufficient time to investigate the account details thoroughly, ensuring an accurate and informed response to your concerns.

      Customer Answer

      Date: 02/21/2025

       
      Complaint: 22956606

      I am rejecting this response because:  I was contacted by a Health Equity representative whom also did not know when the money that they lost from my account would be returned. She said that they escalated the issue and they were investigating, which is no different than the answers I have gotten from multiple representatives on the last 2 months. The ONLY resolution for me as a customer is for them to return the money that they lost from my *** account as soon as possible. I do not care about their process at this point, waiting 2 months is beyond ridiculous and makes me very suspicious of this organization's practices.

      Sincerely,

      **** ****

      Business Response

      Date: 02/25/2025

      The situation appears to involve a refund processed by your provider that has not yet reflected in your account. Our card team is currently researching this matter to determine why the refund was not processed as expected. While this review is ongoing, we have issued a provisional credit to your account, which is available for eligible expenses. ******* also spoke with you on 2/20 and 2/24 to discuss the provisional credit and provide clarity on next steps. Please rest assured that ******* will follow up with you as soon as the review is complete. If you have any additional questions or concerns in the meantime, do not hesitate to contact her directly. Thank you for your patience and understanding.

      Customer Answer

      Date: 02/27/2025

       
      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.

      Sincerely,

      **** ****

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