Complaints
This profile includes complaints for HealthEquity, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 778 total complaints in the last 3 years.
- 360 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/10/2024
Type: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.
FSA card keeps getting declined - it has been a known Card migration issue for AT LEAST 3-4 weeks. ZERO communication, ZERO solution as to how to pay for needed medicines and Dr care. keep telling me to pay out of pocket,
Business Response
Date: 09/11/2024
Hi Melissa,
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.
Business Response
Date: 09/13/2024
We have received email confirmation from Melissa that she successfully used the card on 9/12/24. If any issues arose subsequently that need attention, please reach out to Brittni directly.Customer Answer
Date: 09/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22267760, and find that this resolution is satisfactory to me.
Sincerely,
Melissa VrbaInitial Complaint
Date:09/10/2024
Type: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.
Health Equity is a Health Savings Account Administrator. Around August 26, I became aware that my HSA card was unable to process a payment to a doctor's office. I have contacted Health Equity 4 times (once by phone, three times by chat). The representatives claimed they were going through a card upgrade and would re-activate my card. They did not. They finally sent a new HSA card, and I activated it, but it is still unable to pay my doctor's office (I have tried multiple times since Sept 6). I contacted the group tonight and they once again said, "We are currently upgrading our card system, and we are also working to resolve this issue that you caused your card to decline." This is unacceptable business practice. My hard earned money is in this account and I should have easy access to it to pay my medical bills. They suggest paying out of pocket and asking for a reimbursement. I had to do this for a $750 payment.Business Response
Date: 09/11/2024
Hi Kristin,
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.
Initial Complaint
Date:09/07/2024
Type: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 called HealthEquity on Aug 14, 2024 to report fraud on my account. 7 charges were made using my HealthEquity HSA card on August 13. I spoke to two departments and two CSR agents on the phone to detail the charges, report the fraud, ask for the reversal of the fraudulent charges to my account, ask for a new card to be issued, the old card to be closed and cancelled. I was assured by both agents my fraud cases was opened and request would be completed. I never received a replacement HSA card. I called again on September 3 to inquire about my card. A CSR said she would follow up and email me resolution, but noted she sees records of my call and report of fraud in the system. She assured me she would personally investigate and send me and email with resolution. On Sept 4, another new fraudulent charge was made and funds deducted from my HealthEquity account. I called on Sept 6 and spoke to three CSRs about my concern that my fraud request was not addressed leading to further fraudulent charges and find withdrawals to my account. I filed a complaint with HealthEquity and their third party dispute company. I spoke with a CSR, Toni C, at HealthEquity and asked her to escalate and file my complaint. I am highly concerned about the compromise of my financial information resulting in financial losses and the lack of action from HealthEquity to further protect my account from fraudulent withdrawals. As of September 6, the fraud charges have not been reverted nor my HSA card number cancelled. A new card has not been sent, which prevented me from using my funds for a legitimate health expense I had incurred today. Health equity needs to revert the charges and send a new card with new card number to me. They need to further protect me and other members from further harm. $600+ dollars have been fraudulently deducted from my account.Business Response
Date: 09/09/2024
Hi Lisa,
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.
Initial Complaint
Date:09/05/2024
Type: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 HSA account has not been used all year. My husband needs dental work done yo alleviate pain. This HSA account was set up specifically for dental work.
The card does not work. I have been told repeatedly that is the dentist office not running it correctly. I can't keep doing the same thing and expect different results.
I just need a workable card.
I created a case, it was closed as resolved. It was not resolved, card still does not work. Cannot escalate within the company as the bot is unable to find a superviser.Business Response
Date: 09/06/2024
Hi Trisha,
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.
Initial Complaint
Date:09/05/2024
Type: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.
Ever since I resigned from my company and have had to deal with this company directly to keep my insurance benefits, I have constantly had issues with no resolution. I can’t even file my insurance right now, even though I’ve paid so much money to use my insurance I’m having to pay out-of-pocket. I can’t go to the dentist because even though I was paid up to date they were saying it was inactive when it was active because I paid. I don’t want to give this company another dime after the things I’ve experienced. I have gotten nothing from the company but hardship. I don’t really know what to do at this point because nobody has a resolution. I’ve been dealing with this for months now, and just thinking going with a different company might be better because these people are scammers. They take your money and give you nothing. No point in having a third party involved when you can go directly to the source. They advertise that it will save you money by keeping your current healthcare plan At your employers rate, but after getting quoted by Blue Cross Blue Shield directly, I would be saving money by not using HealthEquity. I just feel like this is not ethical. Something needs to be done about this company.Business Response
Date: 09/06/2024
Hi Savannah,
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.
Initial Complaint
Date:09/05/2024
Type: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.
In July 2024, I opened a personal *** account with Healthequity I then linked my Chase checking Account and transferred $5,550 to my Healthequity account. This was withdrawn from my checking Account on. A few days later, my online access to the Healthequity account was locked. I called HealthEquity, and they said my account was flagged for fraudulent activity. I called several times and they refused to share with me any details about how to resolve whatever issue was going on and have been denied access to the account and also to my money. It’s been two months alreadyBusiness Response
Date: 09/06/2024
Hi Julie,
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.
Initial Complaint
Date:09/04/2024
Type: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.
Aug 22,2024. HSA card denial, issued new HSA card and it is denied also, unable to get my money from account through debit system.Business Response
Date: 09/05/2024
Hi Jo,
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.
Initial Complaint
Date:09/04/2024
Type: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 HSA card is non usable. There are funds in the acct, they closed the acct and continue taking the monthly fees. I've called 4 times in 2 months. I'm told it's a computer situation and they haven't figured it out as why my acct can not be accessed, but fee withdrawal will continue monthly.Business Response
Date: 09/04/2024
Hi Charles,
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.
Initial Complaint
Date:09/03/2024
Type: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.
They refuse to escalate an issue I have with my card and when asking the "supervisor" Melinda **** to help me figure this out she just keeps saying I'm sorry, being condescending, refusing to let me speak to anyone else else. I need my issues escalated because of desperate need of medication and she is holding things up because I am upset.Business Response
Date: 09/04/2024
Hi Sherise,
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.
Initial Complaint
Date:09/02/2024
Type: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 work 16 hour days in law enforcement so to say I'm upset about the amount of time I have had to spend on this is crazy. There are four unauthorized transactions on my HSA account , one for $550.00 at Walmart, another for 550.00 Meijer, one for credit check for 120 something and another for a transaction fee for 4 something. I have gotten no where with customer service. My wife had a very serious diagnosis this year and is very I'll and has put a lot of financial stress on us. To have over $1000 tied up in unauthorized transactions is insane when it could be paying for medical fare. They can see how far we are traveling by looking at the account. Health equity needs to reimburse these unauthorized transactions immediately.
Card #****************Business Response
Date: 09/03/2024
Hi Zachary,
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.
Customer Answer
Date: 09/03/2024
Complaint: 22230241
I am rejecting this response because:
No contact from health equity , unauthorized transactions still posted to account. Not fixed
Sincerely,
Zachary BaileyBusiness Response
Date: 09/05/2024
Thank you for your patience. Cheryl spoke with member and has provided resolution.
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