Complaints

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

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  HealthEquity, Inc.

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

  
• 

  WageWorks, Inc.

  10375 N Baldev Ct Mequon, WI 53092

• 

  WageWorks, Inc.

  10375 N Baldev Ct Mequon, WI 53092

• 

  WageWorks, Inc.

  10375 N Baldev Ct Mequon, WI 53092

• 

  WageWorks, Inc.

  10375 N Baldev Ct Mequon, WI 53092

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

• Initial Complaint

  Date:01/21/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 01/23/2025

  Hi ******,

  We're sorry that you didn't have the best experience with us. We take great pride in our customer service and are dedicated to providing remarkable service to all our members. Our Member Relations team will be getting in touch with you to ensure that the issue is resolved quickly. Please allow our escalation team sufficient time to investigate the account details thoroughly, ensuring an accurate and informed response to your concerns.

  Customer Answer

  Date: 01/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** Laurinaviciute

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22839543
  
  I am rejecting this response because:

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

  

  Business Response

  Date: 02/21/2025

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

• Initial Complaint

  Date:01/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 01/21/2025

  Hi *******,

  We're sorry that you didn't have the best experience with us. We take great pride in our customer service and are dedicated to providing remarkable service to all our members. Our Member Relations team will be getting in touch with you to ensure that the issue is resolved quickly. Please allow our escalation team sufficient time to investigate the account details thoroughly, ensuring an accurate and informed response to your concerns.

• Initial Complaint

  Date:01/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 01/21/2025

  Hi *******,

  We're sorry that you didn't have the best experience with us. We take great pride in our customer service and are dedicated to providing remarkable service to all our members. Our Member Relations team will be getting in touch with you to ensure that the issue is resolved quickly. Please allow our escalation team sufficient time to investigate the account details thoroughly, ensuring an accurate and informed response to your concerns.

• Initial Complaint

  Date:01/17/2025

  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.

  In October Health Equity/Wageworks mistakenly closed my HSA card. I was not notified until my card was declined as closed. However, the account is open with funds available and accepting ongoing contributions.I called and was advised they would send a new card. Received the new card, activated it and again declined for closed account.I then opened a ticket with them. Ticket ********. I have called and followed up several times, each time I am advised that the ticket is escalated and there is nothing they can do. I have asked to speak with a manager & file a complaint however I receive the same response. After 3 months this issue is still outstanding. This is impacting my family medial bills and physician care as our pediatrician of 16 years is no longer accepting appointments until these bills are paid. Funds to pay these medical bills are in this *** account, along with continuing contributions.

  

  Business Response

  Date: 01/21/2025

  Hi ******,

  We're sorry that you didn't have the best experience with us. We take great pride in our customer service and are dedicated to providing remarkable service to all our members. Our Member Relations team will be getting in touch with you to ensure that the issue is resolved quickly. Please allow our escalation team sufficient time to investigate the account details thoroughly, ensuring an accurate and informed response to your concerns.

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22826281
  
  I am rejecting this response because:

  There is no resolution

  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 01/27/2025

  Thank you for your patience as we work towards resolution. *******, a member of our Member Relations team, has thoroughly investigated the issue and has proactively reached out with additional information. A voicemail has been left, and an email has been sent outlining the proposed resolution on 1/23, along with ********* direct contact information.

• Initial Complaint

  Date:01/16/2025

  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.

  First off I want to say that I have been incredibly patient with Health Equity. I was overcharged for a procedure in May 2024. The imaging company refunded the money back onto my FSA card. They provided a receipt, but that money did not ever get to my account. I contacted Health Equity in November 2024 provided documentation and was told it would be taken care of. After a month, I called back because nothing had changed. I escalated the issue continually all month in December. I was told that the card department did not have a phone number to be contacted. Ive called continually asking for managers. The leads/managers just give me lip service by saying that they escalated the issue and they will call me back or email me but they never do! It is now mid January and I still have no resolution! I have limited time left before that money, per tax laws, is no longer good to be used! This isnt a small amount of money, this is over $500. The mission statement of this company is not reflected in the actual help or lack there of, that Im receiving. No one cares and no one will help me resolve this. I am disappointed and blown away by the lack of help and support from this company.

  

  Business Response

  Date: 01/16/2025

  Hi Saviena,

  We're sorry that you didn't have the best experience with us. We take great pride in our customer service and are dedicated to providing remarkable service to all our members. Our Member Relations team will be getting in touch with you to ensure that the issue is resolved quickly. Please allow our escalation team sufficient time to investigate the account details thoroughly, ensuring an accurate and informed response to your concerns.

  Customer Answer

  Date: 01/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. ******* from customer relations called me and was able to resolve the issue. I received the refund and was able to apply the balance to my other medical bills. 
  
  Sincerely,
  
  Saviena *****

• Initial Complaint

  Date:01/15/2025

  Type:Product 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 have a $240 still available for reumbursement from Health Equity but until now they havent resolved my concern. I already contacted them multiple times since December and until now they said there is no update from the ticket that they created. This is for my DCRA that was already deducted from my pay so this is literally my own money. So why do I need to experience all this, i sent them all receipts to reimburse my money and until now it is still not being reimbursed.

  

  Business Response

  Date: 01/16/2025

  Hi *********,

  We're sorry that you didn't have the best experience with us. We take great pride in our customer service and are dedicated to providing remarkable service to all our members. Our Member Relations team will be getting in touch with you to ensure that the issue is resolved quickly. Please allow our escalation team sufficient time to investigate the account details thoroughly, ensuring an accurate and informed response to your concerns.

  Customer Answer

  Date: 01/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* ****

• Initial Complaint

  Date:01/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to use my flex spending card on 1/2/25 for 1480 dollars before my daughter could have her wisdom teeth removed. My card was declined even thought I elected 2500 dollars to be allocated as of 1/1/25 for use. I was charged interest fees due to the service I use not working correctly. I contact the business multiple times to resolve and it still isn't resolved. I therefor had to use a CC to make my purchase and had to pay interest and a 2% penalty. I called on 1/2 and was told they would have to issue a check back and it would take time and nothing they could do about being charges interest since their card didn't work correctly and it would take 3-5 business days to resolve, It is not 1/13/25 and my card still doesn't work and I am waiting on the check for payment for the ***** dollars I had to pay but will not receive it before I have to pay interest to my credit card company. When I called today they still don't have a time for the card to work and be resolved and said nothing they can do to offset the costs I have had and the time I have spent calling and chatting the company over this not being resolved. All previous calls just kept saying 3-5 business days until today they said there is no *** for a fix. I just want to not occur interest for something that shouldn't have happened and my flex spending card to work as it is supposed to. I should not have to go to a hassle to be reimbursed when I have a card for use for these things.

  

  Business Response

  Date: 01/14/2025

  Hi *****,

  We're sorry that you didn't have the best experience with us. We take great pride in our customer service and are dedicated to providing remarkable service to all our members. Our Member Relations team will be getting in touch with you to ensure that the issue is resolved quickly. Please allow our escalation team sufficient time to investigate the account details thoroughly, ensuring an accurate and informed response to your concerns.

  Customer Answer

  Date: 01/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:01/13/2025

  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.

  On Jan ****** I accidentally used my HSA card for 2 non-qualified purchased. One purchase was $445.19 and the second purchases was $43.99. The purchase was made thru ******. On the same day, I cancelled the 2 purchases I made and Amazon refunded the money to the account the same day. However, Health Equity has not put those refunds back into my account. They are essentially stealing my money. They tell me, they can see that the refunds have been posted. There are transaction numbers and reference numbers for those refunds. However, they have NO IDEA why it is not showing up on my account. I want my money returned to me.Spoke to a ******** in the escalation department on Friday Jan ******* and she and I received the following information from agent ***** ID 68C $445.19 transaction number ****** and the reference number 74692160231Q7DQFA $43.99 transaction number ****** and the reference number 74692160331J8BH2L. case number ******** you can't speak with a member service agent as none of them have any clue what I am talking about. their customer service sucks!i want my funds returned to me now.

  

  Business Response

  Date: 01/14/2025

  Hi ******,

  We're sorry that you didn't have the best experience with us. We take great pride in our customer service and are dedicated to providing remarkable service to all our members. Our Member Relations team will be getting in touch with you to ensure that the issue is resolved quickly. Please allow our escalation team sufficient time to investigate the account details thoroughly, ensuring an accurate and informed response to your concerns.

• Initial Complaint

  Date:01/12/2025

  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 have had an Health Equity HSA account with a debit card each for my husband and I for over 5 years. The account was initially created through one employer. I changed employers in July 2024 and began payroll contributions through my new employer in October 2024. I contacted a customer service representative at ********************** in October to ask if a new account was being created and if I would need new debit cards. I was told no, that it would be the same account with the same cards. I then unexpectedly received new cards in late October. I again contacted Health Equity to ask for an explanation. I was told to destroy the old cards and use the new cards, which I did. My husband then could not use his card suddenly on January 2. I contact Health Equity and was told that his card was not linked to the correct account but the agent could not explain why. The agent said that the issue was corrected during my call with them. I then suddenly could not use my card at CVS on January 11. I again called Health Equity and an agent said that I had 2 accounts with 3 cards. I was not aware of this and this was never communicated to me in all my prior calls. It is unacceptable that I had money sitting in an account that I had no knowledge of. The representative also said neither my husband nor I can use either of our cards because they are not linked to the correct account. The agent could not resolve the issue and said it was being "escalated." This is unacceptable that I now do not have a debit card to use for upcoming medical procedures. It is not acceptable for me to use a private credit card and reimburse myself. It is not acceptable that I do not have access to my funds, that I was given incorrect information numerous times over the past months, and that a customer service representative never took the time to look at or communicate this issue. Health Equity will not give me any timeline when I can expect this to be resolved.

  

  Business Response

  Date: 01/13/2025

  Hi ********,

  We're sorry that you didn't have the best experience with us. We take great pride in our customer service and are dedicated to providing remarkable service to all our members. Our Member Relations team will be getting in touch with you to ensure that the issue is resolved quickly. Please allow our escalation team sufficient time to investigate the account details thoroughly, ensuring an accurate and informed response to your concerns.

  Customer Answer

  Date: 01/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I also spoke with a representative from the business by telephone.

  I remain frustrated that it took me filing a BBB complaint to finally speak with someone who could resolve my issue. I am not yet convinced that my issue has actually been fully resolved. However, I only have 7 days to respond to this letter from the BBB and I will not know the full resolution of my issue until after that date.

  This experience has left me very dissatisfied with Health Equity. I do not have any other options for an HSA through my employer. I am sharing this experience with my employer and hope they explore a different company. If I continue to have difficulties accessing my HSA funds, I may just discontinue having an HSA.

  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:01/10/2025

  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 have an FSA card through WageWorks/Health Equity. I see an NP through an online platform that I pay for for medical services. I had three charges for the same co-pay amount for a date in *****, a date in May, and a date in June on my *** card for these medical services for the year 2024. As it is the new year, I went to use my FSA card and realized it was suspended because I didn't upload receipts for those transactions, even though they never contacted me about it. So, I uploaded the receipts and they were denied, saying I need a letter of medical necessity. I got the letter from my doctor and re-uploaded it with the receipts. They were denied again. I called back, and the person I spoke to on the phone said "oh, the claims department must not have scrolled down to see you submitted the letter" And how is it my fault they aren't doing their jobs adequately? So now I am told they will re-process the claims and I have to wait even longer. Then I find out two of the three were approved. Which is strange, because I uploaded the exact same format of receipt and letter for each. Any normal person would assume if that is satisfactory documentation for one, it's satisfactory for all three. Then I do digging on my portal and see that someone in the claims department allocated the approved May receipt to the ***** charge... like at this point who is even running this claims department and how is this legal? They are making so many errors on their end and it's causing me to pause necessary medical services I use my card for. Every time I call I am told I have to wait 48 hours, those go by, and I have to call back. This company's claims department is the bread and butter of the company, and yet they can't even do their jobs correctly. I am still waiting on this to be resolved. It shouldn't be this much of pulling teeth to be able to use the card that has MY hard earned money on it in the first place.

  

  Business Response

  Date: 01/10/2025

  Hi ********,

  We're sorry that you didn't have the best experience with us. We take great pride in our customer service and are dedicated to providing remarkable service to all our members. Our Member Relations team will be getting in touch with you to ensure that the issue is resolved quickly. Please allow our escalation team sufficient time to investigate the account details thoroughly, ensuring an accurate and informed response to your concerns.