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:02/17/2025

  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 entered my info after talking to a representative for Healthy Wage . I explained that I had barriatric surgery and she said go ahead and enter your info and you will receive a text if I was not eligible. My fee of $80 was taken THAT DAY from my bank account. I called back and ask if everything was OK to go ahead. I was told yes that I was a part of a wager to pay $80 a month for a year then win $3,316 if I reach a goal weight of 174. I took a video and sent pictures and followed the rules and won! When I contacted them with the required info video they came back a week later and said I was disqualified for having barriatric surgery after being told for a year it was ok. They say that anything I was told was over ridden by rules. Then why did they accept my wager and take my money all year? $80 a month for 12 months plus a $30 step challenge. $960 + $30 = $990. I am not asking for my winnings but a refund of my money. That's all. They will not refund my money and I need help please. I trusted these people and feel they have stolen my money? They say they will not let me screenshot the payment history because of security issues. I need HELP PLEASE.

  Business Response

  Date: 02/26/2025

  Bariatric surgery is expressly prohibited in weight loss challenges on the HealthyWage platform, as it has been since the companys inception. This is posted prominently in our rules and FAQ, which this participant acknowledged and accepted at the time of her registration. By signing up for the challenge post-surgery, this participant violated our rules. It is not allowed and it never has been.
   
  Even though this participant violated our rules, we refunded her in full before this complaint was even received. Her $30 step challenge was refunded on August 7, 2024. 
  
  

• Initial Complaint

  Date:12/30/2024

  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 won a bet with HealthyWage and they paid me via ******. They sent it as a "goods and services" payment even though I am not a business and I never sold them any goods or services. They offered the option of getting paid via ****** with NO FEES or via paper check for $7. If they were honest that the ****** option would classify me as a seller/businee, I would obviously not choose to be paid that way. It is dishonest for them to advertise the ****** payout option as NO FEES when they know that they will choose the payment option that will charge the payee fees.

  Business Response

  Date: 01/09/2025

  Congratulations to this participant who invested $360 and won $1,458 after losing 122lbs in her HealthyWager challenge!  We love to see the motivation and support of the HealthyWage platform making impactful changes in the health of our participants!
   
  While we celebrate this participants success, we are disappointed to see a complaint despite our teams efforts to provide clear explanations and reference the multiple disclosures regarding potential ****** fees. These disclosures are outlined in our Service Agreement, FAQs, and payout form. Transparency is one of our top priorities, and we take great care to ensure participants are informed about all policies and potential fees before committing. 
   
  Its important to clarify that HealthyWage does not charge or collect these fees; they are determined solely by ******. As prize winnings are reportable to the ***, all payouts are processed in full compliance with *** guidelines, and our classification of "goods and services" aligns with these requirements.
   
  HealthyWage is fully committed to fairness, transparency, and supporting every participant in reaching their goals, just like this participant did. We celebrate her and all of our other amazing participants on their successes, who have received payouts totaling over $68 million in the past 15+ years.
  

• Initial Complaint

  Date:08/26/2024

  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 *********************************************************************************** my husband's knowledge and charged our account for money, and we tried without avail to rectify the situation with them to resolve it, and get our money back and they said that we have to provide either a birth certificate or a school ID to prove our daughters age and, my husband works nights and I work days and and we just moved and we both have been super busy and trying to figure out everything, our daughter was grounded for it and then she learned her ****** about taking the card. We just want our money back and why are they making it so difficult even though we did send them verification of her age and they want to sit there and say that they never received anything from us, that is not true. We are hoping that you can help us in this matter thank you We also want them to have a age verification on their website before anyone joins and that they stop charging our credit card every month because we have bills and a house payment to pay and school fees and insurance and other expenses as well how would they like it if there kid did it to them

  Business Response

  Date: 09/03/2024

  HealthyWage takes the protection of minors seriously. We do not permit minors to participate and have sophisticated technology in place to identify and remove minors. This participant is claiming it was her 16-year-old daughter who joined, but we have been provided no evidence to that fact. As a matter of fact, the information received to this point indicates this participant is an adult woman in her 40s. 
   
  1. This participant indicated she was in her 40s when using our prize calculator.
  2. When registering, she acknowledged and accepted our Services Agreement, which clearly states the age requirement and minor restriction.
  3. In her HealthyWage profile, she entered her birthdate as ****, and her full name as ****** ******* the name of the complainant. She has since deleted her name from her profile, but this information is documented.
  4. She submitted a profile picture that indicated she was an adult woman. See provided evidence.
  5. Since contacting us, she has since updated her profile DOB to be ************ which would still indicate the participant was over 18 at the time of registration on July 25, 2024. Though we believe this is a falsified DOB based on all other information submitted by this participant.
   
  As you can see, we did not permit a minor to participate. We permitted a woman presenting herself as in her 40s to participate. Despite the overwhelming evidence indicating this participant was not a minor, our support team requested documentation to support the claim that the person who registered was a minor. The participant claims she has sent this documentation, but to this point nothing has been received. So there are no further doubts surrounding the receipt or legitimacy of the required documentation, please submit the information through the BBB portal by September 10, 2024 so we may move forward. 
  
  

• Initial Complaint

  Date:07/18/2024

  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 signed up for Healthy Wage LLC program. After the first couple weeks I realized I dont have the time to do all that is required on the app to participate and I cant afford the $50/month requested as I live in a shelter and am trying to get housing. I emailed the company and requested to cancel before any more services were rendered but they told me Im out of luck because the scheduled payments are final. They gave me 3 options in the statement that below: Our terms of service stipulate that there are no refunds or cancellations under any circumstances. You can learn more regarding our policies that you accepted at the time of sign up here. We understand that were no longer authorized to process payment to the credit card on file, but your remaining 9 installments of $50 cannot be canceled. Your options are as follows: Authorize the full remaining balance to be charged to the credit card on file in one lump sum. Once complete, your credit card will be removed. Authorize the continued processing of your remaining monthly installments to the credit card on file until your balance is paid in full. Once complete, your credit card will be removed. Proceed with removal of your credit card and allow your account to fall into delinquency. The outstanding balance will remain as bad debt and may be subject to collection via other means.Please confirm your choice by responding to this email on or before July 23, 2024. If we do not receive a response, we will proceed with option #3. Healthy Wishes!****** HealthyWage Participant Support I dont know what to do because I really dont have the money to participate in this program.

  Business Response

  Date: 07/26/2024

  Participating in the HealthyWager is simple! You pick all the terms of your challenge, you lose the weight, you win! This participant wagered $500 ($50/month for 10 months) that she would hit her weight loss goal. She submitted her weigh-in to start her challenge, and there was nothing else she needed to do but submit an ending weigh-out at the end of her challenge. She reports that she didn't have time to participate, but there was literally *nothing* else required from her to participate in the challenge. If her weigh-out demonstrated she hit the goal she selected, she would win $2,191.56. An amazing return on her investment! The reason HealthyWage has helped people lose nearly 5 million pounds and win over $66 million in prizes over the past 15 years is thanks to the amazing motivation of the platform, along with the accountability of being unable to quit. Our no cancel/no refund policy is clearly posted in our rules, FAQ, and services agreement. Its also required that all participants acknowledge and accept this policy when registering for any challenge just as this participant did.  Once she started her challenge, HealthyWage was obligated to pay her $2,191.56 for hitting her goal. We cannot cancel that responsibility and have paid 100% of participants who have hit their goals (over $66 million dollars total). Similarly, we do not permit participants to cancel their payments once they start their challenge. Our friendly customer support team has already responded to this participants outreach and the matter has been addressed as explained to her in the communications. This will be our final response.

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 22011252
  
  I am rejecting this response because:
  As I stated previously, its not just that I dont have the time. I literally do not have the money. I dont believe I should have to divulge personal information to cancel this automatic payment, but Im backed into a corner. I have attached a writ of garnishment to my employer for 25% of my wages. It is for a debt from my recent divorce. I am currently locked into automatic withdrawals for settlement offers on all the debt that was in my name when I had to go to treatment and my husband at the time let all our accounts in my name go to collections. This writ of garnishment might cause all my auto payments to default if I cant get some of them cancelled. I promise you, withdrawing from Healthy Wage is NOT my personal choice. Believe me when I say, I want to lose the weight. But Im backed in a corner and this writ of garnishment will not be over in 10 months. Healthy Wage is not the only auto payment I am trying to cancel. I currently live in a domestic violence shelter because I dont have the money to pay for housing or utilities. I dont think its fair to hold me to this commitment when I am doing everything I can to cancel before it is delinquent. Please have mercy on my situation. I dont need yet another collection on my credit or added to an already life taking debt load. I signed up when I thought I was starting to get in the clear of some of my debt. Please kindly consider making an exception for my case. 
  
  Humiliated & Embarrassed,
  ***********************************

  Business Response

  Date: 08/08/2024

  This matter was resolved directly with the participant.

  Customer Answer

  Date: 08/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, which I received via email on 8/6/2024 and find that this resolution is satisfactory to me. Please see email correspondence attached.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:05/04/2024

  Type:Sales and Advertising 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.

  When I first signed up there was a pop-up that said that if I hit my goal weight that I would get any money I paid back. I didn't realize until after I paid for 2 years this wasn't accurate for the challenge I joined. I tried reaching out to customer service a few months ago. They responded once but when I tried reaching out again, I never got another response. It may be on the website but it's kind of confusing when you are signing on for the first time. The second issue I have is that I made a mistake when I put my goal weight in and didn't realize until I had done a lot of research the last couple of months that I was able to change it in the first couple of days. It was such a waste of money and I never would have continued if I had realized I never had the opportunity to get it back.

  Business Response

  Date: 05/14/2024

  The premise of the HealthyWager Personal Weight Loss Bet is simple you select the terms of your bet (length, goal, bet amount), you lose the weight, you win a cash prize! This participant placed her bet to lose 70 pounds in 6 months. The HealthyWager Personal Weight Loss Bet has no requirements to maintain the loss for 6 months in order to receive the prize. If this participant submitted a verified weight at the end of the challenge demonstrating she achieved the goal, she would have won $1,161.46. There are no catches with HealthyWage! Your prize is displayed from the day you sign up until you win and collect your winnings. Our Rules and FAQs are posted clearly and prominently throughout the platform and are presented during the signup process. Our helpful support team is available daily to help via email and phone, and replied each time this participant reached out for assistance. Were proud of our A+ BBB rating and the fact that weve paid out over $63 million to our winners over the past 15 years. This participants challenge closed on April 5, 2024, as she did not submit a weight verification demonstrating she had reached her goal weight. There is nothing further we can do for her.

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21665394
  
  I am rejecting this response because:

  I did reach out to the company before my time expired in April and I didnt receive a response. Your rules are not very clear and its actually very confusing if you click on different challenges. I wouldn't be having this conversation with you if I didn't think that I would receive all of the money I spent in the time since I started the wager. I almost renewed again but I paid so much money into this thinking once I hit my goal weight I would get all of that money back. 

  It doesn't seem like this company cares about anything once it receives its money. I attached the email that I sent within my subscription time that I did not get a response to. I waited to give them time to respond before I filed a complaint. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/24/2024

  Our customer service is very thorough and responds to all outreach within 48 hours. We responded to all outreach from this participant. It looks like the attached email was sent from ******************* to *********************. We never received this email, as it appears the participant sent it to herself and not to HealthyWage. The last correspondence received from this participant was on February 9, 2024. We responded with the attached reaffirming our Rules and FAQs. This participant accepted and acknowledged these rules when she registered for her challenge. As mentioned in our previous response, this participants challenge closed on April 5, 2024, as she did not submit a weight verification demonstrating she had reached her goal weight. There is nothing further we can do for her. This is our final response.

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21665394
  
  I am rejecting this response because:

  I have verified that response was not sent to me. It shows forwarded because healthy wage wouldnt accept my initial response from my primary email. It doesnt change the fact that I think healthy wage is misleading consumers about how this works. I signed up under the assumption that if I hit my goal weight that I would get my money back. It is not clear when you get a pop up that states this that it doesnt apply to everything. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/18/2024

  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 filing a complaint to receive $350.00 back for a weightloss challenge I signed up for and never received earned winnings from. I was told that the reason was due to deleted weights, but I made sure to only delete duplicate weigh outs done by accident. When I last checked, I had stored weigh outs for the December High Roller Challenge and the free $5,000 challenge I signed up for. I should have been awarded funds for both because I did the work, weigh ins and weigh outs as expected.To make things right, the company is now trying to offer me a deal to accept another challenge with a very small award that has a jackpot of 1/3 of the December High Rollers jackpot I was enrolled in and paid for. I am not interested in accepting the challenge offer for ***** and I simply want my $350.00 dollars back that I paid for with the previous December challenge.

  Business Response

  Date: 04/23/2024

  This participant entered a Jackpot weight loss challenge where her goal was to lose 6% of her weight in 12 weeks. She paid $350 and stood to receive an equal share of the $89,500 pot if she lost 6% of her weight in 12 weeks. This participant knows that HealthyWage pays people who accomplish their goals, as she has already been paid more than $550 by HealthyWage.

  Unfortunately, the participant failed to show she lost her 6% weight in her $350 challenge. She submitted a video on March 10, 2024 that only showed herself in the mirror; the video did not show her getting on a scale as required to claim the prize. This participant has submitted dozens of verification videos over the past *************************************************************************** to be compliant. Because she did not hit her weight loss goal there is nothing we can do for her. We can provide you with a copy of the March 10, 2024 video showing that the participant did not hit her 6% weight loss goal if this participant would like to further pursue the matter.

  Customer Answer

  Date: 04/24/2024

   
  Complaint: 21593527
  
  I am rejecting this response because: the company is not being honest. I was in an email that the issue was that I deleted my weigh-out video and now they are saying I submitted one without showing myself. There is excuse after excuse with this company. I want to be refunded or put in another high roller competition to receive my funds back. $350is a lot to lose when I did my part and submitted what I was suppose to.

  
  Sincerely,
  
  ******* Session

  Customer Answer

  Date: 04/25/2024

  I do not have the video saved. All I do is upload my video in their app and that's it.

  Customer Answer

  Date: 04/26/2024

  This was the last day I submitted

• Initial Complaint

  Date:04/07/2024

  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.

  On December 24, 2022, I made a $1,000 wager to achieve weight loss goals with the potential to win over $3,000. Despite making progress initially, I unexpectedly started gaining weight despite maintaining a healthy lifestyle and exercise routine. Upon consulting my healthcare provider, I learned that two of my medications were contributing to this weight gain as a side effect.After communicating this issue to Healthy Wage along with a letter from my provider, my complaint was unfortunately denied. Initially, I requested a refund, but instead, a representative suggested freezing my account until I could address the challenge of managing weight loss while on medications known to cause weight gain. I agreed to the account freeze as a temporary measure while I sought solutions. But ultimately, my complaint was denied.I want to emphasize that I was unaware of the potential for weight gain from my medications when I initially joined the program. Had I known, I would not have participated. I appeal for understanding in my circumstances. I am currently undergoing treatment for PTSD stemming from my military service, and I've experimented with various medications to find the right fit. After trying several options, I've settled on a combination that effectively manages my condition. It's important to note that I began this new medication regimen before enrolling in the Healthy Wage program.Given that it is now too late to freeze my account, I kindly request a refund as a resolution to this matter. Thank you very much for your time.

  Business Response

  Date: 04/16/2024

  This participant stood to win $2,150 if he lost 50 lbs in 10 months. He began his challenge on January 1, 2023, and his end date was November 1, 2023. On October 16, 2023 16 days before the end of his 10-month challenge, he reached out about a medical concern that he believed prevented him from achieving his goal. Our team explained the medical pause option and advised the next steps. On October 23, 2023 the participant provided medical documentation that did not support a newly diagnosed medical issue. The participant confirmed he was diagnosed in 2012, many years before his challenge began, and could not provide any documentation as to when he began the medication he claimed prevented him from losing weight. In the interest of helping this participant, we did still offer the option of a medical pause effective the date he first reached out. But he would also have to extend his challenge, as he still had 41.6lbs to lose with only about two weeks left of his challenge. He indicated he could not afford to extend his challenge, and the challenge closed on November 1, 2023 as scheduled. It is important to note our Rules and Services Agreement (which were acknowledged and accepted by this participant at the time he registered for the challenge) clearly state our no cancellation/refund policy. They also clearly state that if a participant fails to report a medical issue until the end of their challenge, the only option available is to Buy More Time. Despite this, our team still offered the pause option in tandem with the Buy More Time option, to allow this participant the opportunity to address his medical concerns before unpausing his challenge to reach his goal and win his prize. He did not pursue this and his challenge closed 5.5 months ago. There is nothing further we can offer for a challenge that has been closed for 5.5 months.

• Initial Complaint

  Date:01/16/2024

  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 unfortunately filing this complaint along with reaching out to my local legal aid office as I have tried to amicably mediate & find a solution to a negligent internal company error by HealthyWage where I was given false information verbally over the phone and HealthyWage management is refusing to accept accountability. On December 7th, 2023 around 4PM I contacted ** to get some more info about my Buy More Time, in the event that I didnt meet my weight loss goal by my due date of January 17th, 24. I was greeted by what I believed to be a knowledgeable representative of the company. She advised & reassured me that if I needed to extend an additional 6 months to reach my weight loss goal, that I would have to only pay $50 per month for those next 6 months. She advised that I had until my weigh-in day of January 17, 24 to decide. She explained that the reason for only the $50 per month is because by January 17th, **** I would have already met my 6 installments of $600 and that I would only have to pay the $50 per month for an additional 6 months if end up needing to buy more time. I asked her if she was absolutely sure and she reassured me that this was true & the rules for buy more time that applied to my challenge. She is a representative of the company so I believed her and since in the ** greeting it clearly states that calls are monitored and recorded, I felt confident that this would be recorded and could always be referenced in the future, if needed. I left that conversation confident because she was very knowledgeable and is a representative of the company and felt like I had a solid plan B just in case. Unfortunately now I am being told by ** management that my call was not recorded and are refusing to pull up the call log. I even offered to get on a 3 way call with leadership and the employee. I was misled & would like what I was advised to be honored or to at least be given 1 addtl month at the rate of $600 versus the $50 that I was misled about.

  Business Response

  Date: 01/17/2024

  Our "Buy More Time" structure is posted clearly in multiple locations on our website and is included in the HealthyWager rules. These clearly stated policies and procedures define how all challenges will work so there is no confusion nor misinterpretation, which is why all participants must acknowledge and accept them in order to register for any challenge on our platform. There are no verbal agreements, nor special arrangements. This participant is receiving the same "Buy More Time" structure as every other participant. Buying more time is a completely optional opportunity for those participants who need more time to reach their goal and win their prize. Any participant who does not want to buy more time, can elect to allow their challenge to close normally with no further payments. If this participant does choose to move forward with the standard posted buy more time structure and work toward her prize of $9,416.23, she should contact our team no later than January 24, 2024. 

  Customer Answer

  Date: 01/17/2024

  Complaint: 21151944
  I am rejecting this response because:
  A representative of the HealthyWage company advised me on December 7, **** around 4PM (proof of call attached and I also had somebody with me that would be willing to testify as I had the call on speaker phone) that the $600 per month for an additional 6 months would not be required if I needed to Buy More Time. I myself actually brought up if it would be another $600 per month and she denied it and advised that I would only have to pay $50 per month for an additional 6 months if I needed to Buy More Time. I again told her that my current payment was $600 per month and she knew that. She went on to explain that the reason I would only pay $50 per month is because by January 17th, **** I would have already met my 6 installments of $600 and that I would only have to pay the $50 per month for an additional 6 months if end up needing to buy more time. Perhaps she thought the $50 applied to all participants who needed to Buy More Time regardless of their installment amounts, but that is not the fault of the participant. She is a representative of the company and should have been trained properly because we contact HealthyWage for support and questions, and it is the duty of the company to give us true information and not deceive us. I understand that horrible mistakes happen and sometimes it unfortunately results in the company having to take responsibility and accountability. It doesnt feel like HealthyWage is wanting to do that. Our call lasted around 9 minutes and she went on about the details about my personal weight loss challenge. I myself even brought up that I thought it would be more but she reassured me that it would only be $50 per month for an additional 6 months. I tried going through your email support team and they arent holding themselves accountable. This is all starting to feel extremely uncomfortable. I feel deceived. Yesterday I also posted my experience my HealthyWage on your social media. I never cursed, I wasnt rude, I even stated how everything had been going great until this situation and you guys blocked me for speaking the truth. I have never heard of an ethical company who blocks a consumer for posting the truth. It feels extremely shady and I am sincerely now regretting signing up. I thought I could be a great testimony. I tried to find a solution amicably. Please I would like this investigation to be reopened because what I was deceived, lied to and misled. I even offered to get on a zoom call with your leadership and the employee. Your greeting says calls are recorded and monitored and now the admin team is saying that you all did not record. This  does not look or feel good at all. Please all I ask if for you all to review once more because something is definitely going on here and it feels wrong. I also offered to just be given one extra month at the rate I was told by the employee ($50) or even $600 just to to finally find a solution to this. Again, I please ask for another investigation to take place.

   Sincerely,
  ****************

  Business Response

  Date: 01/22/2024

  Our "Buy More Time" structure is posted clearly in multiple locations on our website and is included in the HealthyWager rules. These clearly stated policies and procedures define how all challenges will work so there is no confusion nor misinterpretation, which is why all participants must acknowledge and accept them in order to register for any challenge on our platform. There are no verbal agreements, nor special arrangements.
  
  This participant's challenge has now ended and she did not demonstrate her weight loss required to win her $9,416.23. Given her confusion about the buy more time structure, we have granted her a one-time exception to let us know she would like to buy more time. If she lets us know by the end of the day on January 24, **** we will permit her to buy more time at the standard buy more time structure. 
  
  Unless she chooses to buy more time, there will be no further payments from the participant.
  

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21151944
  
  I am rejecting this response because:

  What is the purpose of having a customer support team to reach out to for questions if we are going to be deceived, misled and lied to? My questions have not been answered. Are there truly no recordings of my phone call that day even though your phone greeting states calls are monitored and recorded? Was there a thorough investigation completed with the employee? This representative of your company told me over the phone that the $600 per month for an additional 6 months (of Buy More Time) would not apply to me. I never brought up the $50 myself, I actually wanted to confirm if it would be $600 and she told me NO. She reassured to me on a supposed recorded call that if I needed to Buy More Time, I would only have to pay $50 per month for an additional 6 months. So will the company not hold themselves accountable due to this internal company mistake? I have attached proof of my call. I have offered to get on a zoom call to talk this through and my requests for that are simply ignored. Again I was blocked from your social media page simply because I wanted to advise the public to be careful when calling customer service and to record their own calls - why was I blocked for this? I would like to confirm today January 24, **************************** extending my challenge an additional 6 months. However, I would like for my questions to be fully answered and for what I was promised and reassured to stand, which is $50 per month for an additional 6 months. This is not something that I am making up. It truly happened and I have proof and, again, someone who is willing to testify that was with me the day the call took place. There has to be a way to track the call and hold the representative and business accountable for their mistake. If the business doesnt hold the employee accountable and own up to this mistake how can the business ever be trusted. I dont want to believe this, but it almost feels like they have the customer support team say a lower amount over the phone to deceive us and feeling hopeless. Again, I am confirming today that I would like to buy more time and will await a response to all questions asked. 
  Sincerely, **************** 

• Initial Complaint

  Date:01/04/2024

  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 says you can win money for losing weight and you spot the pot with the winners.I wagered $350. Completed the challenge and won $361 for losing weight over 3 months. Thats only $11. Thats fine though. The business takes their portion out of the pot and it was made clear what I could potentially win.To get my payout HealthyWage has two options. Check or PayPal. The issue is that they charge $7 for sending a check and make you pay transaction fees for the PayPal. I decided to take my chances with Pay Pal and was forced to pay the fees. I was left with $350.86. I only made .86 after losing weight for 3 months. Thats .2% which is less that what you can make if you leave it in a savings account. So I actually lost money. Healthy Wage should pay the fees to transfer you the money they promised you won. They cant force you to pay transaction fees while advertising the money you win is the full amount. This is not the first time I experienced this. They even offer to pay fees if your initial amount comes out less than what you wagered meaning certain people lose more money when completing the same challenge which is unfair. Healthy wage needs to pay transaction fees or change their advertisement with a disclaimer.

  Business Response

  Date: 01/15/2024

  Congratulations to this participant for winning over $2,878 over the past few years on the HealthyWage platform! Our payout fee structure is posted prominently and has not changed in the 3+ years this participant has used our platform. HealthyWage charges $7 for a check payout and charges no fee for PayPal payouts. Any fees incurred by a PayPal payout were charged by PayPal and paid to PayPal. HealthyWage cannot dictate nor control PayPals fee structures, nor can we refund transaction fees that were not collected by us. We encourage this participant to discuss his dissatisfaction with PayPals fee structure directly with them.

• Initial Complaint

  Date:12/31/2023

  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 asked Healthywager to provide documentation that they in fact gave me a "loan" for the total amount of $900 as this is their reason for not canceling my wager and account. The only thing they submitted to me was a generic response of sorry but not sorry and they continue to take out this money. I have recently found out I have some health issues/concerns that I must address with specialists and their only resolve to this is to pause this subscription. I have voiced numerous times I wanted and needed to cancel and they refuse based on the loan that is nonexistent. If it truly is a loan, I need the money deposited and I will have no quarrel with paying this back. They have been completely indifferent to this issue and flat out refuse to cancel. I have only asked for cancelation, not a refund.

  Business Response

  Date: 01/10/2024

  One of the reasons HealthyWage has paid out over 50 million dollars to our winners over the past 14+ years, is the accountability of being unable to quit. This is why we post our no cancelation policy prominently and require all participants to acknowledge and accept it every time they register for a challenge. This participant reached out about a medical issue, to which our helpful support team provided the available options. The issue has since been resolved by our team.

  Customer Answer

  Date: 01/11/2024

  The business requested HIPPA privileged medical information with the intimidation of refusing to allow a postponement unless I provided that. None of these employees are medical professionals nor do any of them have the capacity to tell me what is deemed a medical issue or not. They have since deleted my card, but have yet to cancel anything.

  Business Response

  Date: 01/19/2024

  This participant signed up for a challenge to lose 100lbs and get paid $4,050.00. After 4 months she reported she had a medical issue and demanded that her challenge be cancelled. Our medical policy permits participants to pause their challenge when they have a medical issue, like pregnancy, where weight loss is not appropriate. Participants resume their challenge after the end of their medical issue is resolved. 
  
  As part of processing her medical request our team requested documentation verifying her medical issue. She has not provided any proof that she has a medical issue. We do require proof of a medical issue in order to process a cancellation and will not do anything more for this participant without proof.
  
  

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 21073900
  
  I am rejecting this response because:

  It is illegal for a company to demand HIPPA protected medical information. Made illegal by the federal government. I am protected in my rights as a medical patient. I will be continuing to work with my lawyer on this matter.
  
  Sincerely,
  
  *************************