Complaints

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

close

Find a Location

HealthEquity, Inc. has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  HealthEquity, Inc.

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

  
• 

  HealthEquity, Inc.

  1010 Dale St N Saint Paul, MN 55117

• 

  WageWorks, Inc.

  10375 N Baldev Ct Mequon, WI 53092

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:01/28/2025

  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 ordered a FSA card on 1/7/2025, due to the fact my purse was stolen. Its been over 10 days and no card has been received. I called the office today advising that my card still had not been received and I was told that there was a glitch in the system. Well thats no fault of mine. I asked if the card could be expedited to me since I would have to wait another 10 days, making that 20 days before receiving my card and I was told no. I asked to speak with a manager and was told no one could help expedite my card. This is poor business management and poor customer service.

  

  Business Response

  Date: 01/29/2025

  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:01/28/2025

  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 joined my employer in November 2024 and became eligible for a commuter card through HealthEquity Wage Works beginning January 1, 2025. I placed the order for my commuter card in early December and did not receive a card or any communication from HealthEquity. On January 2, my husband and I spent over 2 hrs trying to reach a representative I was told the card would be sent out on February 28 and that cards were never sent out due to a internal error. I escalated the issue and a manager set up a case number and told me my card would arrive in 10 business days. The card was never sent. My husband spent another hour working on the issue and a card was received on January 27. The card was activated but did not actually work. I had over $600 in my transit account but the card was declined by NJ Transit. Once again, I spent over an hour trying to resolve the issue with a representative who told me the card would not work on the NJ Transit app (false). She directed us to take the card to a ticket machine, which we did and it was once again declined. My husband spent another hour reaching a representative who told him that HealthEquity would need 3-5 business days to activate my “digital wallet” so the card would work. I then spent another hour preparing a detailed list of my January commuter expenses and attaching receipts to file a claim for special handling with HealthEquity so I could access my own funds for reimbursement. This company is completely mismanaged and the representatives are uninformed and unhelpful. The entire process has been a nightmare and waste of precious time during working hours.

  

  Business Response

  Date: 01/28/2025

  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: 01/29/2025

  
  
  Complaint: 22866429
  
  
  
  I am rejecting this response because: My commuter card is still being declined for "insufficient funds" when I attempt to use it to purchase NJ Transit bus tickets and this is 3 business days after activation. I confirmed that I have over $630 available in my HealthEquity/WageWorks account.  No one has reached out to me to resolve this issue, which is something that should be straightforward.  When a Visa card is activated, it should immediately work.  I have no idea why a Visa HealthEquity Debit card would not work immediately upon activation. 
  
  
  
  Sincerely,
  
  
  
  ******** Gladstein

  

  Business Response

  Date: 02/03/2025

  Thank you for your patience as we work towards resolution. ******, a member of our Member Relations team, has thoroughly investigated the issue and has proactively reached out with additional information. A voicemail has been left, and an email has been sent outlining the proposed resolution, along with ******'s direct contact information. ****** also confirmed that the balance was updated, and card can be used on 2/1.

• Initial Complaint

  Date:01/24/2025

  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 have tried reaching out to the multiple times to get my *** funds added so that I can pay for medications and doctor visits which I can't because they for whatever reason won't do it. My HR Team has reached out to them and nothing has been rectified. I paid money out of pocket for my medication and filed a claim for reimbursement. They claim still says pending payment and they have no clue why. I haven't been able to speak to anyone in card or reimbursement services because "they don't speak with customers" or a supervisor because "they wouldn't be able to escalate this issue. I just have to wait for them to respond." As a ***/*** company my funds should have been available on 1/1/2025 and my reimbursement should have been paid within 3-5 business days and I don't have either. I am told that there hasn't been any movement on my claims yet.

  

  Business Response

  Date: 01/27/2025

  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:01/24/2025

  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 put $2000.00 on a Flexible Spending Account. It was declined multiple times trying to purchase contact lenses. This is covered. After multiple phone calls to them I was told several false reasons why the card was not working. Finally after escalating they informed that they were having an issue getting funds attached to cards. They were unable to resolve this in 3-5 business days and did not attempt to call me back. This is completely unacceptable for a business to have so little accountability when someones health and safety (vision) is at stake.

  

  Business Response

  Date: 01/27/2025

  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:01/23/2025

  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.

  My FSA was switched to Health Equity for 2025. Off bat, horrible experience. My card was mailed to an old address on file from a previous employer. Sent documents updated address to current. Still dont have my card. Had a visit in the emergency room. Paid out of pocket. Submitted claim for reimbursement 1/13/25 guess what 11 days later claim still not paid. Customer support provides generic information. No one to speak with and Im really at my end. Never had to experience such a delay with reimbursement. Im literally crying Im so upset.

  

  Business Response

  Date: 01/24/2025

  Hi Laushaela,

  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:01/22/2025

  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.

  My Health Equity account was hacked on 1/2/2025. I notified Health equity the same day that a total of $3,413.14 was requested for reimbursement fraudulently. They "filed a fraud claim" and told me they would take care of it. I have now called 3 times with zero results and have not received my funds back.

  

  Business Response

  Date: 01/23/2025

  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:01/21/2025

  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.

  Ive been having issues with my ACTIVE card since December. Ive been calling since January and was told the spending indicators on my card are set to N and should be Y. ************ spoken too does not give consistent information. This company has several behind the scenes issues going on and has not issued any correspondence out. My spending indicators are still on off. This needs to me resolved ASAP as this is impacting patient care. *** also sent emails to the CEO and ***.

  

  Business Response

  Date: 01/23/2025

  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: 01/23/2025

   
  Complaint: 22840807
  
  I am rejecting this response because the full issue is still not resolved.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 01/29/2025

  *** spoke with the member on January 22, 2025, to address the concerns regarding issuing a new card and a replacement card for the member's spouse. On January 27, 2025, *** reached out to the member again, leaving a voicemail and sending an email to inform her that the replacement cards had been mailed out. The member is aware of these updates and has been encouraged to contact *** with any additional questions.

  Customer Answer

  Date: 01/30/2025

   
  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,
  
  ******* ******

• Initial Complaint

  Date:01/21/2025

  Type:Customer Service 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 3 accounts per my employer ***, FSA and Commuter. Had 3 different cards issued, with expiration dates in 2026 for two of them. They cancelled all cards and keep sending me cards that are not linked to any account and I am not able to use my funds. Trying to resolve the issue since November last year. To tell I am frustrated not to tell anything. They keep saying that it is resolved and a new card was issued I go to see a doctor and cannot use my money as there is an issue again and again. Every time I talk to someone they have different answers. That is the worse experience Ive ever had. I am talking to the company and of course they issued another card again. Then when I will call to verify I will hear that all is good I bet until I need to use it. Will they pay me interest for not letting me to use my money?

  

  Business Response

  Date: 01/23/2025

  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: 01/24/2025

   
  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,
  
  ****** Laurinaviciute

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22839543
  
  I am rejecting this response because:

  Hi, I already complained a month ago and I was promised that the issue will be resolved. I have *** account and I am not able to use my money! They keep issuing me a new card that keeps being declined for insufficient funds, while I have $3200 available and try to use $1800. And again they need to create a case that again might take another week to process. Is it a joke! I am having issues since November last year! I was not able to use my HSA back then now I cant use my FSA since January! So they dont let me to use my money!!! It is beyond and I will be escalating this time with all available channels. I need to use MY Money today!
  
  Sincerely,
  
  ****** Laurinaviciute

  

  Business Response

  Date: 02/21/2025

  This is a known problem that we are actively working through. Our team is committed to identifying effective solutions and implementing strategies to address the issue in a timely and efficient manner. Continuous improvements remain a priority as we strive to achieve the best possible outcomes.

• Initial Complaint

  Date:01/20/2025

  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've been funding/maxing my *** for years. I am attempting to move the funds to another financial institution since 12/12/2024. Since starting the process, my account has been locked and inaccessible. The funds have not moved. I have been given 3 different dates as to when the funds would be transferred. It still has not happened. I've called several times. The last call on 1/10/2025 resulted in an "expedited case." I was promised an email from customer service and from the "closure department" and that I would hear back no later than Wednesday, 1/15/2025. I have not been contacted by anyone through today. The account remains locked. The best case is that I have $63,000 in cash locked in purgatory losing value to inflation. The worst case is that my money can't be transferred because it is gone/stolen. This company has lost a huge sum of my money and can't even be bothered to call me back once over 5.5 weeks.

  

  Business Response

  Date: 01/21/2025

  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:01/20/2025

  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 haven't been able to use my FSA credit card, and I keep getting a different story without any resolution. After numerous call since 1/3/2025, last week I was told to wait 48 hours. Today, January 20th, 2025, I was told to wait 3 to 5 days. Everytime I call, I am being told to wait a few days for it to work

  

  Business Response

  Date: 01/21/2025

  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.