Complaints

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

close

Find a Location

HealthEquity, Inc. has 15 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:01/02/2025

  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 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: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 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,
  
  ***** ******

• Initial Complaint

  Date:12/30/2024

  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.

  My FSA card has been unjustifiable on hold for over 2+ weeks. I have contacted the business multiple times and there was a case ******** opened on December 19, 2024. I spoke to multiple supervisors and none of them will resolve my issue. So HealthEquity has created within their own process in such a way to pocket $1,500 of my money unjustifiably.

  

  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.

• Initial Complaint

  Date:12/30/2024

  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 CANNOT LOGIN TO MY ACCT ANY LONGER & I AM BEING TOLD I DO NOT HAVE AN ACCT WHEN I DO INDEED HAVE AN ACCT WITH EMAILS FROM HEALTH EQUITY TO PROVE THAT. WHEN I CALLED IN I EXPERIENCED A LONG HOLD TIME & THE *** KNEW NOTHING & DID NOTHING & THEN HUNG UP ON ME & NEVER CALLED BACK!

  

  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.

• Initial Complaint

  Date:12/28/2024

  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.

  For over a month I have been contacting the customer service in an attempt to have my FSA card unlocked and available for use, even ordering a new card and activating it.There was a issue with an expense on my account that the then representative nicely helped me out with after I provided documentation on all charges, even paying out of pocket the discrepancy due. They assured me that my card would be unlocked and available within 24 hours....that was over a month ago.I have called, chatted, emailed, and all I have gotten was generic responses to any inquiry made, with promises time and again, that my card would be available for use, that, to this day, is not! Health Equity cannot provide a reason why my card cannot be used as each attempt has been for a valid purchase, even from THEIR online store. They do not care to resolve anything within a timely manner, as I am proof of this. They do not care fully, nor grasp the situation at hand, as everyone wants to pass the buck to another.I hope this complaint will get the ball rolling, and honestly, after reading the issues of others, I am sure I will only get a generic response from them, as they truly do NOT CARE for their clients.Thank you.

  

  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.

• Initial Complaint

  Date:12/28/2024

  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.

  my HSA card was expired months back. I contacted health equity to provide a new one which they claimed to have sent, but never received it. I contacted them to get a new card and never received that one too. 4 months have passed and we're in the same loop. I asked them to send a card with a tracking number but they refused, so right now I'm stuck without the ability to use my HSA. all i need is for them to ship a new card to me with a tracking number.

  

  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.

• Initial Complaint

  Date:12/28/2024

  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.

  Healthy equity acts as a fsa and transit discount supplier for my past employer, **********************. I had elected to have money taken from my paycheck for the purpose of transit discounts. Unbeknownst to me, some of this money $100 was placed into a credit account. This credit account was not easily accessible and could not be used to purchase transit without placing an order with health equity. I was never informed of this policy until I had reached out to health equity to ask to spend the money. I was informed by health equity that due to the fact that I was no longer employed by my previous employer I could no longer place an order to spend this money and the money was forfeit. This is a completely unfair practice by health equity as I never received any information on how to spend said money nor did I understand that I must spend said money prior to leaving my previous employer. I am requesting reimbursement of the $100 that was put into this credit account at ********************.

  

  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.

• Initial Complaint

  Date:12/28/2024

  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.

  Hi there, I had $82.00 deducted before taxes from my paycheck on 12/13/2024 to pay for a Mass Transit (Holo Bus Pass) Commuter Card. I never received the card by mail, and I contacted my employer's service provider WageWorks by HealthEquity. I was told to submit a form (attached) which allowed me to request reimbursement and report that I never received the card. The request was denied by email (attached) by HealthEquity due to "IRS Regulations" preventing any reimbursement of pretax funds. I called them to discuss, and I was directed to request a refund from the ********************* (P: ************) that locally provides the **** bus cards for the transit benefit. They confirmed that the December card had a balance of $0.00 and was never used, therefore they could not reimburse or credit me the $82.00. They directed me back to the WageWorks company. I have spoken with ********** at the *** and was told that my employer is responsible for refunding the pretax deduction for the card which I did not receive, as it is out of the ***'s scope of work to handle the funds. Please help. I have spent 4-5 hours collectively being given the runaround and simply want my money back for the card that I never received and therefore could not use as planned.

  

  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.

• Initial Complaint

  Date:12/27/2024

  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 10,2024 I contributed to my HSA account through Health Equity . The funds were posted on Dec 11,2024. I tried to pay a medical bill and the transaction declined. I checked my HSA account and the money was not posted. I called customer service and they stated that they were having issues with the balance matching my account balance . They opened a case and said to check back. To pay my medical bill another for of payment. I received a call stating fraud to my health equity Dec 13,2024 . Which I confirmed my identity and refused the charge. I called Health equity and the woman said that there was no charges. On Dec 19 I received another fraud call . I signed into my HSA portal and noticed two charges totaling 1000.00 I called concerned again and they stated that another bank did indeed take my money. To change my password and that I would get contacted by email by the fraud dept . I received the email on Dec 23. I read the pdf and replied I was uncomfortable releasing liability to Health equity when they approved the charges after I refused per their calls . Today I followed up and called . They are sending a message to the fraud dept. supervisor but stated I needed to sign the release of liability to get my money back. Waiting on a response from Health equity of my concerns .

  

  Business Response

  Date: 01/02/2025

  Hi Karen,

  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: 01/30/2025

  Health Equity is stating that there is a resolution close but with no resolve . A representative reached out on January 14th . Since then they have been in contact by email .  On 1/22/2025 they stated the correct person was in "bereavement leave" but since then returned . I stated it was very important for my $1000.00 to be funded asap since  medical bills are piling up that need to be paid . I had funded my Hsa account to pay such things .As of 1/29/2025 they now state : The legal team has advised that the requested changes are with the correct party, but unfortunately, they are unable to provide a specific timeframe to have the changes solidified/approved.

  

  Business Response

  Date: 01/31/2025

  As of 1/31, this is still under investigation by our fraud team. Brittni has provided her direct contact information if more details are needed. 

• Initial Complaint

  Date:12/20/2024

  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.

  This week, I have had over 6,000.00 stolen from my hsa due to a hacker. It was reported initially on Tuesday when discovered that 3,000 was stolen. Health equity stated account was locked and an investigation would be pending. Within 24 hours, another 3000 was taken. Again, my husband reported this to health equity and the customer service rep told my spouse that it must be me (his wife doing this). So I called,asked to speak to fraud department, I was told by customer service they could handle it and pass onto fraud dept. They once again stated account was locked, it was not. Just today, 3000 was moved from our investment into the savings to steal more. I have asked to speak to fraud dept myself, I was told I could not cause fraud dept only handles what is passed onto them by customer service. When speaking about the breach that occurred this year, she told me that is was not possible to my account to be effected........well it has. I know I am not the only one that has dealt with this, as I have resear he'd and the exact thing has happened to others. No resolution appears to be taken place and the customer service has not resolved anything

  

  Business Response

  Date: 12/26/2024

  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.