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:12/02/2024

  Type:Billing 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 am a professor at the University of Kansas. I have a FSA medical spending plan with NueSynergy. I put money into it from my paycheck each month for use in paying medical bills. On October 28, 2024 a hacker broke into my account, changed my password and email address so I could not get into it, and withdrew $1960 for a presumed chest MRI. It was not me. NueSynergy paid the bill without any authorization from me. The hacker was evidently a professional, who had the money direct deposited to an online bank, OneCash, which pays immediately. NueSynergy says they will not return the money to my account unless they can get it back from the hacker. Obviously that is not going to happen. Clearly NueSynergy cannot be trusted to protect money deposited into its accounts. I have reported the theft to the Lawrence, KS Police Department. The police report number is *********.

  Business Response

  Date: 12/12/2024

   This email is in response to a complaint that was filed on 12/2/2024 by Mr. *******.  Although we understand the frustration Mr ******* is feeling in this situation, NueSynergy has processes in place to minimize fraudulent activity and unfortunately made several attempts, beginning on 10/29/24, to notify Mr. ******* and prevent the situation from escalating.  Mr. ******* did not respond until 11/26/24 when he finally took preventative measures by changing his email address and banking information.
  
  The unfortunate fact is Mr. *******'s personal email was fraudulently compromised by bad actors who stole Mr. *******'s funds; the NueSynergy systems in place were performing properly and did not the cause of this theft. Once the fraud was identified, an attempt was made to recover the funds which we informed Mr. ******* would take up to 10 business days. We were happy to report with Mr ******* on 12/11 that the funds were able to be recouped and as of this response, have been refunded to his account. 
  
  Below are a series of alerts and account changes associated with ******* *******'s account. These changes include multiple password changes and direct deposit bank account updates, as well as email address updates. Here is a summary of the notable changes:
  
  - On 10/29/24 at 6:17 AM, there were two password change alerts sent to ***************@gmail.com.
  - On 10/29/24 at 6:32 AM, a direct deposit account change alert was sent to the same email.
  - On 11/12/24 at 2:42 AM, there were two more password change alerts, this time sent to ********@iname.com.
  - On 11/13/24 at 9:39 AM, another direct deposit account change alert was sent to **********@gmail.com.
  - On 11/18/24 at 2:50 AM, another direct deposit account change alert was sent to **********@gmail.com.
  - On 11/26/24 at 11:17 AM and 11:32 AM, more direct deposit account change alerts were sent to ***************@gmail.com.
  - On 12/4/24 at 9:07 AM, another direct deposit account change alert was sent to ********@gmail.com.
  
  We are proud of the customer service we provide here at NueSynergy and do not take complaints lightly. We appreciate the opportunity to address this matter and are pleased the outcome resulted his Mr *******s funds being returned to him. 

  Customer Answer

  Date: 12/15/2024

  
  Better Business Bureau:
  
  Regarding complaint ID ********, NueSynergy has returned the money that was stolen from my account over two months ago.  I want nothing more to do with that firm.  I would rather pay taxes to the IRS on my medical expenses than have to deal with that firm again.
  
  Their needlessly misleading and offensive reply to my complaint to the BBB ensures that I will never again choose to have an account with that firm.  They wrote to the BBB that they sent messages to me on 11/12/24, 11/13/24, and 11/18/24.  But the email addresses to which those messages were sent were not mine.  Perhaps those email addresses were provided by the “bad actors” mentioned by NueSynergy.  They also wrote that they sent two email messages to me on 10/29/24.  I have checked my NueSynergy email folder, and I received no email from NueSynergy on that day.
  
  As NueSynergy knows perfectly well, I was completely unaware that my account had been hacked until I tried to open my account online on November 26 but could not do so.  My email address and password had been changed by a hacker.  I called NueSynergy for instructions on how to change the email address and password back to mine, so I would be able to access my account. I talked with ******* and then with ******** and was told how to make the changes needed to be able to get back into my account.  I did so with a very secure new password. I discovered that nearly $2000 had been stolen from my account by a fraudulent claim from a “bad actor.”   The statements by NueSynergy that I was aware of the theft before November 26 are totally false, and they know it.
  
  NueSynergy wrote to the BBB that they told me that recovering the funds “would take up to 10 business days.”  On the contrary, I was told by ******** on November 26 that the stolen funds would be returned to my account the next day:  November 27.  When the funds were not returned on November 27, I made many calls to NueSynergy, including to the President of NueSynergy, **** *******.  No one answered the phone.  I left voicemail.  No one returned any of my voicemails on November 27.  In fact, the President of NueSynergy never replied to any of my voicemail.  I also sent an email message to ***************@NueSynergy.com.  There was no reply.
  
  ******** at NueSynergy did call me a week later and told me that there was no guarantee that my funds would ever be returned. Much aggravation followed along with nonsensical excuses for why the funds were not restored to my account on November 27, as promised.   The funds eventually were returned to me after much aggravation. After finally returning the stolen money to me, there was no need for NueSynergy to send a distorted history of the case to the BBB. In contrast, ****** at NueSynergy was very helpful and professional in resolving a different problem I had with my account.  Perhaps she should be the President of the firm.   I am not at all surprised that NueSynergy is NOT BBB Accredited! 
  
  Sincerely,
  ******* *******

• Initial Complaint

  Date:06/10/2022

  Type:Billing 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 February 2022, I received a bill from ********** ***** ******** in regards to my daughter from her November 2021 visit. I contacted Nuesynergy to ask if I had funds available to pay the bill & was told yes I did & I had until the end of March to use it. So I paid the bill using my flex spending card & thought that was the end of it. I was asked for verification of the transaction and I sent it to them. They informed me last week that I should’ve paid for it out if pocket and then sent in a reimbursement claim instead of using the card. So now they’re demanding that I pay back (into my own account) over $91 since they already rolled the 2021 account into the 2022 account. Had I been told when I called that I needed to pay out of pocket first (even though I really shouldn’t have to) I would’ve done that. But I wasn’t told anything. On June 3rd, 2022, I called & asked to speak to a supervisor. I was told they would send out an email and someone would call me. I never got a call. I called back on June 9, 2022 & asked to speak to a supervisor. The connection was very poor & I could only hear half of what was said. I asked 3-4 times to speak to a supervisor and was basically told by the agent that he had tried and none of the supervisors would talk to me. I just had to pay the money. He finally did say that he would send out another email. On top of all this, I feel that I have been flagged because most of the time I use my card, I’m asked for verification. No matter what it is, doctor bill, medicine, etc I have to send in verification. When they saw that they were still needing verification, they shouldn’t have rolled over the money. They have my phone number, email and home address. They could sent me something with specific details as to the issue. But they didn’t. This is a problem they created and I shouldn’t be made to pay for their mistake.

  Business Response

  Date: 06/14/2022

  The plan rules of claim substantiation and the need to provide documentation to verify debit card based transactions are based on IRS regulations for these types of plans and are applied to all participants equally. When a transaction requires additional documentation for review as with the transaction in question, a communication is sent via email to the participant as well as to their member portal. The debit card is not able to distinguish dates of service outside of when the transaction itself occurs so it is communicated to participants that they should submit manual claims for items with dates of service from the previous plan year during the runout period to avoid having to correct the plan year in which the claim applied. In this particular case the claim documentation which identified the dates of service, was not provided until after the close of the run-out period which was why the participant was instructed the pay back the claim. As a courtesy, we have gone and applied this transaction to the previous plan year so that no further action is needed at this time.  

  Thank you 

  Customer Answer

  Date: 06/14/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:05/25/2022

  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 employer used nue synergy for Health care savings account last year. This year they changed to *******. I opted to transfer my funds to ******* and did all the necessary paperwork. I liquidated the funds in my HSA investment account in December and moved them to cash. The transfer to ******* was supposed to take place in Febrarury. When this did not take place, I made several phone calls to nue synergy. The automated system put me in touch with separate person each time and the process did not go anywhere. After I asked to be connected to the back office, I was told by ****** that it is a computer glitch and each time the funds go back to the investment account. Three weeks later the issue has still not been corrected. I am starting to lose trust that this will ever happen

  Business Response

  Date: 06/14/2022

  Good Morning,
  

  I am happy to report that as of this response, our bank custodian for the HSA has processed the funds transfer to the new custodian. To provide some additional context to the timeline, as the participant mentioned their employer opted to transfer their administration to another company. As part of this process a batch transfer plan was implemented to move the accounts in bulk and a transition guide (see attached) was provided to participants. As part of this process participants were asked to both transfer their funds from investments into the HSA deposit account and to turn off any auto-sweep of funds to investments prior to December 12/15/21. We worked with the employer to communicate on numerous occasions to those that were at risk of not being part of the batch process due this step not being completed.  Since investments were not liquidated prior to this deadline, the account was not part of the initial batch transfer. In working with our bank custodian to review this case, while the investment transfer to the HSA deposit account was initiated after the deadline, the auto-sweep function was never turned off which further delayed the full transfer of funds to the new administrator. Unfortunately, due to the nature of these accounts this is a function that must be initiated by the participant. The participant submitted a manual transfer form March 29th which was processed through the bank custodian but was delayed on processing due to the investment not being liquidated due to the auto-sweep remaining active. After much back and forth, the investment sweep was turned off in early June by the participant and the funds transfer process was able to proceed. I am sorry for any communication on our behalf that may have added to the delay in this transfer, however I am pleased that this appears to be resolved. 

  Thank you

  NueSynergy Management 

  Customer Answer

  Date: 06/16/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: I disagree with multiple aspects of the response. 

  I never received a communication that my account is at risk for not being part of the initial batch transfer. In addition during my several phone calls to nue synergy in Febraury to check in on the transfer (they all should have been recorded). I was never told about the liquidation being late or being at risk for delay. In March, I finally asked to talk to a supervisor and was connected to the back office and talked to ******. She  sent me the paper form which I submitted. After two week, I got the email about turning off the auto sweep option. I turned off the auto sweep in late March.  But as you can see the funds were moved out of the investment account and into the cash account a few times.

  After several phone calls (again all likely were recorded), I got hold of ****** Watson in the back office who informed me that it was an IT glitch that was pushing back the funds from the cash into the investment account. The whole of April and May I have been making twice a week phone calls to ****** to get an update on the issue. She was kind enough to give me her direct line so I did not have to go through the automated system everytime. And as the response said, I did not turn off the auto sweep option in June, Nuesysnergy itself fixed the glitch.

  
  

  Finally my account says it was transferred. The amount is much lower than what it had been if it was handled properly. I have yet to see the money with my new HSA carrier. So much time wasted in all this effort to the issue sorted and I lost a significant amount of money.  The statements I attached with my initial complaint can vouch for the money I lost. I will surely warn people of Nuesynergy if they consider it for HSA.
  
  Regards,
  
  *** **********