Complaints
This profile includes complaints for HealthEquity, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 731 total complaints in the last 3 years.
- 343 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:01/07/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I requested a debit card replacement for my HSA account on 12/10/2024. Since this request date, the Health Equity/Wage Works has failed to ship a new debit card despite their website saying this process will take “10 business days”. I’ve contacted their support team multiple times whom cannot resolve the issue and can’t provide any shipping timelines. I now have late medical bills because this company can’t properly ship replacement cards in a timely manner. This information is current as of 1/7/2025.
Business Response
Date: 01/07/2025
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:01/06/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a self-managed ************** Account (HSA) with **********************. On 6/25/24, I received an email about a new Cash Replenish feature. I immediately chatted with a person in **************** and he told me what to do to disable the feature. I did as he instructed. On 8/1/24, without my permission, HealthEquity enrolled me in Cash Replenish. They sold shares from my investment account and moved $496.35 to my cash account. I have had many chats and phone calls with workers in *************** to no avail. On 10/6/24, I wrote a formal letter of complaint and included screenshots of my account set up on 6/25/24 showing that I opted out of Cash Replenish. On 10/11/24, I received an email informing me that my letter had been forwarded to the appropriate team. I still have heard nothing from the team and have no reply to my letter. I have spent hours on the phone with personnel in *************** and have been promised every time that I should hear from the team soon by email. If HealthEquity had not touched my investment, I would have received $51.65 more in dividends, short-term gains, and long-term gains, and I would have ******** shares. One more point: the not quite $500 that is in my cash account earns 4 cents a month. It is embezzlement.Business Response
Date: 01/07/2025
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: 01/08/2025
Complaint: 22776503
I am rejecting this response. It is a canned response and is no different than any of the other responses Ive received. Quickly and sufficient time are intentionally vague and dismissive. HealthEquity needs to prove it is dedicated to providing remarkable service to all their members. I expect a response by 1/11/2025this date marks THREE MONTHS my letter has been totally ignored.
Sincerely,
**** ****Business Response
Date: 01/16/2025
******* from our Member Escalation Team remains actively engaged in communicating with the member. We appreciate your patience as we collaborate with our Compliance Team to facilitate resolution efforts. Our most recent communication with the member was on January 14th via email, where we provided an update on our continued research and progress toward resolving the matter.Customer Answer
Date: 01/17/2025
Complaint: 22776503
I am rejecting this response because it is NOT a response of substance to my complaint.
Sincerely,
**** ****Business Response
Date: 01/27/2025
******* from our Member Escalation Team remains actively engaged in communicating with the member. To ensure ongoing progress, ******* will connect with the member again today for an update and will also collaborate with our Compliance Team to facilitate resolution efforts. We appreciate your patience as we work diligently to address this matter.Customer Answer
Date: 01/28/2025
Complaint: 22776503
I am rejecting this response because it is still not a response of substance.
Sincerely,
**** ****Customer Answer
Date: 01/28/2025
Its a lie that ******* remains actively engaged in communicating with me. The one and only communication was Shannons 1/14/2025 email of introduction.Business Response
Date: 02/04/2025
The Cash Replenish feature was implemented to meet required investing thresholds, which led to the sale of your shares. Unfortunately, opting out of this feature is not possible. ******* reached out via email on January 14th and followed up on February 4, 2025, to address your concerns. We understand your frustration and acknowledge your decision to transfer your funds to a different custodian where we no longer have access to the account and will close out the complaint.Customer Answer
Date: 02/05/2025
Complaint: 22776503
I am rejecting this response because I did not receive either email from *******, not even im spam messages.
Sincerely,
**** ****Initial Complaint
Date:01/06/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have an FSA account through my employer and they use this company Healthy Equity. I could not activate my account as suggested on the card they sent because they had system problems, 3 phone calls (1.5hr wait time) later they activated my account. I have since submitted two claims and they deny each one without looking at the submission. I have submitted two copay submissions for use MY OWN money that is in this account to pay for my copays and they just keep denying them. You cannot reach a manager, they workers have no understanding of what they are doing. The paperwork submitted includes all needed info and they keep saying it doesn't and to resubmit the same paperwork. I will never be able to use my own money that was put into this account at this rate. They then tell you to contact your health insurance company.Business Response
Date: 01/07/2025
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: 01/08/2025
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. I will wait to hear from the company and hopefully have a resolution.
Sincerely,
********** *******Initial Complaint
Date:01/06/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Health Equity will not pay out two dependent care claims I submitted two weeks ago. I have spoken to three supervisors and 4-5 reps regarding this. It was initially denied due to them having our election amount incorrect (they had $1500 even though it was $3 k for 2024 and that is what was put in the account). They denied due to being over the election amount- we very clearly have $725 in the account available. Each person I spoke to stated they would take care of it and I spoke to people on the phone today and nothing has happened to it. They stated they could not even contact the department who changes the election amount and they would mark as “urgent” and that they would email status update today (the fourth time I have been told this). This is bordering on criminal and I plan on contacting my states authority on this. It is absolutely the worst customer service I’ve ever encountered in my life. No one will tell me when anything will be done… this is theft.Business Response
Date: 01/07/2025
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:01/04/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am submitting this complaint regarding HealthEquity due to an unresolved issue that has significantly disrupted my ability to access healthcare and necessary services. Since mid-December, I have been unable to use the funds in my HealthEquity account, despite the app displaying an available balance. I was informed by their customer service team that my account balance is not syncing with my payment card. While representatives have attempted to resolve the issue by trying to synchronize the balance to my card but these efforts have been unsuccessful. In mid-December, HealthEquity created a service ticket to address the issue, which was supposed to be resolved within one business day. However, as of January 4, the problem persists, and I remain unable to access my funds. I have contacted their customer service team daily, but each time I am told that the ticket is still under review and no further action can be taken until it is processed. This has had serious consequences for my health and well-being. I have missed doctors’ appointments because I could not pay for them and have been unable to purchase necessary medications and other essential items. Each day without access to my funds exacerbates these challenges, and I feel completely powerless as HealthEquity has not taken any substantive action to resolve this issue. I am requesting your assistance in holding HealthEquity accountable for this failure to provide access to my own funds and their lack of timely resolution. This situation has caused unnecessary financial and health-related stress, and I hope the BBB can help ensure that this matter is resolved promptly. Thank you for your attention to this matter.Business Response
Date: 01/06/2025
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:01/02/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My employer uses HealthEquity to run HSA, FSA, and LPFSA accounts. I have an LPFSA, which can be used for qualified dental and vision expenses before the general health insurance deductible is met. As a result, I purchased toothpaste for sensitive teeth recommended by my dentist on 12/31/24, after thoroughly reviewing HealthEquity's documentation on qualified medical expenses for my account at **********************************************. On this page, "dental care" is listed as eligible and not requiring any additional letters of medical necessity, but my claim was denied saying that it requires one. When I contacted HealthEquity, they gave me a different answer altogether, saying that toothpaste isn't covered even with a letter of medical ************ publishing misleadingly vague eligible expense documentation, then denying reasonable claims based on separate unpublished criteria, HealthEquity has turned these FSA/LPFSA accounts into a bait-and-switch scheme.This is not the first time I've encountered this problem with them, it's happened before with ophthalmology not being considered a vision expense (which is also ludicrous). The problem is I'm forced to work with HE because they were chosen by my employer, so all I can do is warn others and complain to BBB and my company in the hopes that HE will fix their misleading documentation and claims processing, or our company will drop them as a *********** an aside, the fact that BBB rates HE an "A+" when the customer reviews are 1 star strikes me as odd and makes me question BBB's own rating system.Business Response
Date: 01/03/2025
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: 01/09/2025
Complaint: 22759857
I am rejecting this response because: Business is still communicating with me via email, has not yet resolved my concern but we need additional time (BBB appears to close complaints after 7 days if no update).
Sincerely,
******* *********Business Response
Date: 01/27/2025
*******, a member of our escalation team, has proactively reached out to the member and requested a letter of medical necessity to initiate the resolution process. However, as of now, the member has not yet submitted the required form to proceed with the next steps. To ensure a seamless resolution, ******* has shared her direct email and phone contact information, offering the member a clear and accessible way to connect and move the process forward.Initial Complaint
Date:01/02/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
They have frozen my account. Put me on hold for over an hour each time I contact them, then hang up the phone. Also on the portal help page they put me on hold for over 30 minutes only to end chat without solving my problem. They will not pay my bills or refund me my expenses!Business Response
Date: 01/03/2025
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: 01/08/2025
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:01/02/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am writing to file a formal complaint regarding a persistent billing issue with HealthEquity involving my ************** Account (HSA) for a bill of ******* In this case, I requested a payment to my doctor through my HSA, but the check was sent to the wrong address. I promptly contacted HealthEquity and was informed that the issue would be corrected. However, despite multiple follow-up calls over several months, the problem remains unresolved as of today, January 2, 2025.During my initial call, I was assured that the incorrect address was being corrected. On subsequent calls, I was told the matter was being "escalated." However, I later learned that no actual escalation occurred; instead, I was informed that escalation was simply a step in their process.I asked why the check could not simply be canceled and reissued, a standard procedure that most banks and financial institutions offer. I was not provided anyanswer, and my request was repeatedly deferred. Furthermore, when I asked about the specific process for addressing checks sent to incorrect addresses, I was told to call back in ***** hours, as the matter was "with another department." and that the woman, Ebony, could not comment.When I requested to speak with a manager, I was denied access, with the explanation that a manager would only be involved if a case was created. Considering the repeated assurances that the issue was "escalated," I am frustrated that no clear timeline or resolution process has been communicated.Meanwhile the unpaid bill is nearing collections, putting additional stress on me due to HealthEquity's refusal to resolve the matter promptly.This lack of accountability is unacceptable, and I seek immediate resolution. Specifically:Immediate cancellation and reissuance of the check to the correct address.A clear explanation of HealthEquity's policies and procedures for handling such issues in the ************** with a manager or supervisor to ensure accountability.Business Response
Date: 01/03/2025
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:01/02/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I submitted my reimbursement request for my commute benefit money for the month of December 2024. HealthEquity processed my reimbursement request and claimed it was approved and done on 12/12/2024. However, I didn't receive the money as of 12/19/2024. So, I called them on 12/20/2024, and they said their system had some issue over many users' requests, and they were fixing the issue. On 12/23/2024, I got an email saying it was fixed and I should have got the money. I called them, they told me to wait 48 hours to allow the bank to process. So, I waited as they suggested and checked my bank account again on 12/26/2024, and I still didn't get it. So, I called them back again for indicating the issue was still there. They said they would take a look. On 12/30/2024, they replied to me again, saying it was fixed between 12/24 - 12/27. As of today 01/02/2025, after 2 weeks of calling and replying back and forth, this issue is still not fixed and I still didn't get the money that I own. I am deeply disappointed about the capabilities of their team. I also doubt about their credit, since they claimed the same issue was fixed 2 times, at different dates, AND THE ISSUE IS NOT FIXED ACTUALLY. Is the team trustable?Business Response
Date: 01/03/2025
Hi Rongjian,
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: 01/09/2025
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:12/31/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I submitted two pay me back commuter claims. One for Nov and for Dec. As of today the funds totaling $140 are not in my account. I have been more than a week. Customer service keeps telling me to wait 3 or 4 days for the ACH or they tell me it will be in the account a designated day. I have case ********. A manager name Shawn has been no help. I want my money! They tell it was a delay due to a system issue. This delay has taken too long. I need some immediate action to take place to get the funds in the account. There is no sense of urgency with customer service. This is a horrible experience Shawn ignore me when I complained. He is a terrible manager. Please help get the money in my account. You guys could process an emergency same day ach to resolve the problem. I'm tired of calling customer service with no results.Business Response
Date: 01/02/2025
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: 01/02/2025
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,
***** ******
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