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Business Profile

Health Savings Administrators

BenefitWallet

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health Savings Administrators.

Complaints

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

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BenefitWallet has 6 locations, listed below.

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    Customer Complaints Summary

    • 115 total complaints in the last 3 years.
    • 13 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/12/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Prior to my retirement in August 2024, I contacted Benefit Wallet (with whom my employer had set up a firmwide flex plan) and was assured by them that I would be able to use the funds in my account (approximately $750) until December 31, 2024. When I attempted to use these benefits, my claim was rejected. I attempted on several occasions to contact them and received no response. Finally, my former employer (******* ******) contacted them and requested they contact ******** I received a telephone call from BenefitWallet and was told that I was "misinformed" previously by their agent, and I could not access my money. So, because I was "misinformed" by their representative, I have been robbed of $749.00.

      Business Response

      Date: 02/26/2025

      Hello

      The employer submitted a termination file for the member in August 2024 which at that time the debit cards are made inactive. The member can then submit claims via paper for reimbursements. We have advised the member of the practice on an outbound call on 2/14/2025 and when the member called on 2/12/2025. The member has until 3/31/2025 to submit claims and be reimbursed. These details were given to the member and unfortunately, no debit cards can be reinstated after the employer submits a termination file. 

      Thank you for contacting us. BenefitWallet, a Conduent company. 

    • Initial Complaint

      Date:01/23/2025

      Type:Product Issues
      Status:
      Answered
      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.
      This company rejects my legit *** receipts. I tried to contact them and its impossible. I emailed, called, opened tickets on the website which are still open. Requested to call me back. They just ignore everything and demend to repay them. Please help!

      Business Response

      Date: 01/28/2025

      Hello

      We apologize for the inconvenience. We have asked for an agent to contact you for assistance with your claims. We are unable to locate a claim for $510. Please note, your account effective date is 4/13/24. Any claims submitted for dates of service prior to this are ineligible and will not be processed. 

      Thank you for contacting us. BenefitWallet, a Conduent company. 

    • Initial Complaint

      Date:01/10/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      Through my employer ******** I received a *** account and got a debit card in mail from BenefitWallet. Tried all customer service numbers (all numbers are bogus or do not work) - Cannot activate the card Tried going online to BenefitWallet to access account *********************** online could not access despite correct information and credentials.I approximately have $1200 in my HSA account that I am unable to use.BenefitWallet seems like a fraud company. Legit on the surface but totally fraud. I could not get any business contact.PLEASE HELP

      Business Response

      Date: 01/23/2025

      Hello

      All HSAs were transitioned to HealthEquity the first quarter of 2024. Correspondence was mailed and emailed to all members in January 2024 and after regarding the transition of the accounts. Also, employer groups were all made aware of the transition in a timely manner to make their employees aware and also to transfer to another custodian if necessary. Please advise the member the account is now with HealthEquity and they should contact them directly at ************.

      Thank you for contacting us. BenefitWallet, a Conduent company. 

    • Initial Complaint

      Date:11/25/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 recently changed employers, and I cannot login into my ***** to retrieve my funds. The customer portal is requesting a security code from my old corporate email address that I no longer have access to. I called the 800 number and there is no option to speak to a live agent. I also emailed ************************************************ with a response that my HSA account has been transferred to Health Equity. I am calling about my ***** not my HSA. i feel like MyBenefitWallet is deliberately making it impossible to access the account so that the funds expire.

      Business Response

      Date: 11/29/2024

      Hello

      The member attempted to use their **** funds and due to more details of service, the claim was denied. Member was sent correspondence regarding the matter on 5/29/2024 and 5/31/2024 with no further action from the member.

      We have made an outbound call to the member to assist with accessing the portal to upload the required documents needed to process the claim. 

      Thank you for contacting us.

    • Initial Complaint

      Date:04/25/2024

      Type:Order Issues
      Status:
      Answered
      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.
      HSA receipt denials. I have provided requested information multiple times and continue to get insufficient information on denials. I have submitted appeals to not receiving any documentation on appeals. Received a letter that it is still open to submit but the people on the phone say that it cannot be resolved.

      Business Response

      Date: 05/06/2024

      **************,

      We apologize for any inconvenience this may have caused you. Our records indicate that the claim you were trying to appeal was for 2021 plan year. The 2021 plan year is closed and there is no action that can be taken on a closed plan year. Also, as indicated on the Account Claim Appeal Form, appeals must be received by Benefit Wallet within 180 days of the date Accountholders received notification of the initial denial. You were initially notified of the denial on 11/15/2021 but the appeal was only received 11/17/2023, which is 732 days after the initial denial. If you need further assistance, you may call us at *************, our hours of operations are from Mondays to Fridays, 8AM 8PM ET.

      Sincerely,
      The BenefitWallet Team

    • Initial Complaint

      Date:04/24/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      HealthEquity is not reading the letter from BenefitWallet accurately regarding the transfer of HSA accounts from ********************** to HealthEquity. Fidelity did reach out to them and BenefitWallet in the required time. I did not want HealthEquity to be the custodian of my HSA account. I want the investment funds transferred to Fidelity in-kind and the cash portion of my HSA account transferred to Fidelity too.

      Business Response

      Date: 05/03/2024

      ******************,

      We apologize for any inconvenience this may have caused you.Our records show that your account with ********************** has been closed since 03/05/24 due to the transition to Health Equity. You were informed about the transition to Health Equity when you inquired about the transition to Health Equity with the BenefitWallet call center on 02/13/2024 and when you contacted the BenefitWallet call center again on 3/02/2024. Since your account is already with Health Equity and every custodian has their own process, you will need to contact Health Equity at ************ for assistance in transferring your funds and investment to your new custodian,Fidelity. We appreciate you reaching out to us regarding this matter. 

      Sincerely,
      The BenefitWallet Team

      Customer Answer

      Date: 05/09/2024


      Complaint: 21618984

      I am rejecting this response because:

      I do not recall those calls to BenefitWallet on those dates.  If I did make those calls, they were not answered by BenefitWallet.  They were not available during this transfer 

      to HealthEquity.  Maybe if they were available, I wouldn't have this problem right now.  My HR department (I am retired) said a lot of people were complaining that they 

      couldn't get through to BenefitWallet.  I think they wanted to make  it difficult for anyone wishing not to have their account transferred to a custodian other than HealthEquity./





      Regards,

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

      Business Response

      Date: 05/13/2024

      We apologize for any inconvenience this may have caused you.

      Per our 5/02/2024 reply, our records show that your account with ********************** has been closed since 03/05/24 due to the transition to Health Equity which you were informed about by the BenefitWallet call center on 02/13/2024 and 3/02/2024, by directly contacting or being transferred to BenefitWallet call center.

      The conversion of your account cannot be reversed now that it is with HealthEquity. We suggest you consult with a tax advisor to see if there is any other way for you to adjust your account.

    • Initial Complaint

      Date:03/17/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 02/14/2024,03/05/2024,03/15/2024 Benefit wallet has declined my card at almost every pharmacy I intend to use it at for HSA covered items.This issue has occurred at several locations.On 01/15/2024, benefit wallet has also declined the use of my card at an ATM where I based on their policy should be eligible to submit receipts for items purchased.My money and the money from my employee is more useful in a fireplace than it will ever be at those greedy losers business.They steal your money at the end of the year, they dont care about you. They lie about IRS codes to claim you cant make those purchases.Every dental appointment Ive had had a small purchase around 50$,They denied my claim and made me submit my dental insurance explanation of benefits. Regardless my claim should be covered because its at a **** dentist.

      Business Response

      Date: 03/26/2024

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

      We apologize for any inconvenience this may have caused you. We do not see your attempts for using your debit card on the dates you mentioned. Normally our system would detect when an attempt is made to use a debit card and if the debit transaction was approved or denied. With respect to your denied claim comments, we have reviewed your claims and have confirmed that they were processed correctly. We have arranged for someone to contact you for assistance with your account.

      Respectfully,
      The BenefitWallet Team

    • Initial Complaint

      Date:03/06/2024

      Type:Sales and Advertising Issues
      Status:
      Unresolved
      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 sent a death certificate to them, the week of January 22, 2024. I had not received a response after 5 weeks. I contacted them and they said they had no record of it and had to open a "case". I have not had any updates and when calling, have to go through multiple people to try to get an update. This is holding up an estate and I am fearful that because they lost it, personal information could become public.

      Business Response

      Date: 03/18/2024

      ****************,

      We apologize for any inconvenience this may have caused you and we are very sorry for your loss.Our records indicate that you called on 03/06/2024 and was advised we have received the death certificate.  On 03/05/2024, we returned to you the death certificate along with a letter about the check disbursement. The account was closed as you have requested, and the check disbursement was issued on 03/14/2024. You should receive this check in 7-10 business days. If you need further assistance, you may call us at *************, our hours of operations is from Mondays to Fridays, 8AM 8PM ET and weekends, from 9AM 6PM ET.

      Sincerely,
      The BenefitWallet Team

      Customer Answer

      Date: 03/18/2024


      Complaint: 21394115

      I am PARTIALLY rejecting this response because: 1. I called after I submitted the complaint to BBB. 2. I was told I would be called regarding any updates on this and I have never received any calls, which is why I had to reach out. 3. I DID receive the death certificate back. I have not yet received a check. I did not understand why a check had not been issued on 3/5/2024 when it was indicated the death cert was received. 

      I am very happy to close this case as soon as I receive my funds. It appears as though I still need to wait for it to arrive. 



      Regards,

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

    • Initial Complaint

      Date:03/02/2024

      Type:Product Issues
      Status:
      Answered
      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 21st of February got approved. Still waiting on reimbursement check

      Business Response

      Date: 03/19/2024

      ****************,

      We apologize for the delay of your reimbursement and for any inconvenience this may have caused. Our records indicate that your request to change to direct deposit reimbursement has been approved and your reimbursement has been processed on 3/19/24 for a direct deposit to be made to your account. You should receive this in 3-5 business days. If you need further assistance, you may call us at ************. We are open on weekdays from 10AM 10PM EST.

      Sincerely,
      The BenefitWallet Team

    • Initial Complaint

      Date:02/18/2024

      Type:Product Issues
      Status:
      Unresolved
      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 an HSA acct with this **********************, I do not use this anymore and forgot about. There was a small amount in this account (********** I sent them a message asking how to close this account and get the amount paid out. The business did not respond and went back to the website and found out I can have them issue a check to me. They did, the check bounced and my bank charged me a $10 fee. Also I received a letter from this busyness stating that they will charge me $12.68 (the remainder of my balance) as a 'service fee'. I am seeking a refund for my balance plus the bank fee the bad check.I'd also like a recommendation from BB for legal action to take against this company.

      Business Response

      Date: 03/04/2024

      **************,

      We understand how upsetting it must be to have your check returned. Our records indicate that you issued the check online on 01/13 but only attempted to cash it on 02/06. Your check was returned due to insufficient funds. January monthly maintenance fee has been deducted on your account on the last ********************** day of the month. At this time,your account is being scheduled to be transferred to Health Equity along with the remaining balance of your account. A debit card from Health Equity was mailed on the week of 02/12 which will allow you to access your balance once transferred by 03/08. If you have not received this, you may call Health Equity at ************

      Sincerely,
      The BenefitWallet Team

      Customer Answer

      Date: 03/06/2024


      Complaint: 21310985

      I am rejecting this response because: I cashed this check ONE WEEK after I received it. Your assumption is wrong and you failed your customer. Just try some honesty towards your customer. If this was a larger amount, you'd find yourself in court.

      Regards,

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

    BenefitWallet is NOT a BBB Accredited Business.

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