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. has 13 locations, listed below.

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  HealthEquity, Inc.

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

  
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  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

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  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:04/01/2025

  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 cannot access my tax documents because they have a bug on their online system where I am locked out of my account.They are unable to overnight mail me my tax documentation and I will now miss the tax filing deadline on April 15.Unacceptable standards and this business needs to rot in the flames of h***

  

  Business Response

  Date: 04/03/2025

  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:03/29/2025

  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 had COBRA administered by Health Equity, and my COBRA coverage ended on February 28, 2025. There was an overpayment on my account. Since my COBRA coverage ended, I contacted Health Equity over the phone and was informed that the overpayment would be refunded to me in March. I was told the refund amount would be approximately $1,900. However, no refund has been issued so far. I reached out again by submitting an inquiry online and received an email response stating the case “was resolved,” but the response did not clarify what that meant. Additionally, I still have not received the refund. I’m submitting this complaint because Health Equity is not responding to my inquiry regarding the refund is still not received. Account#: **********

  

  Business Response

  Date: 03/31/2025

  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 ***e to investigate the account details thoroughly, ensuring an accurate and informed response to your concerns.

  Customer Answer

  Date: 04/01/2025

  
  Better Business Bureau:
  
  Please disregard this complaint. The issue has been resolved. 

  
  Sincerely,
  
  *** ****

• Initial Complaint

  Date:03/28/2025

  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.

  ************** is failing to provide an HSA card. Cards have been request four times over the past 8 months and not a single one has arrived. When following up on the status I have been told that one card was ordered but never issued and they do lot know why. No status or indication of any problems were provided from Health Equity. the next time I followed up trying to get an HSA card they indicated they mailed one and then activated on my behalf without my permission. I never received this card and do not know who activated. Health Equity was unwilling to explain how that occurred as well. Then I followed up again, again asking for a card to be issued and also asked for a form of confirmation and way to track its status. health Equity assured me they would provide that information in the coming days. The days came and went without any follow up. No *** card ever arrived. When contacting Health Equity again they claimed to again have sent a card. The card was not received. This same thing happened again. Health Equity is offering no path to resolution and no way to escalate the issue.

  

  Business Response

  Date: 03/31/2025

  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:03/25/2025

  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.

  On 3/25/25 I received several emails from Health Equity at 1:48pm that about $600 of charges had occured against my account that I did not authorize. I immediately called at 1:55pm to get my card frozen and the charges cancelled, as of 8:30pm, 6.5 hours later, I am still on hold with the claims/dispute department. I have no idea when my call will go through and I can get my card frozen. The "member services" team said they were able to open a ticket that someone else could respond to to freeze the account but also said that they are "unable to do anything" about reversing the fraudulent charges or replacing my card.

  

  Business Response

  Date: 03/27/2025

  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:03/25/2025

  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.

  There were unauthorized transactions on my HSA card issued by HealthEquity. When I called the dispute department, the hold time was TWO HOURS AND NINE MINUTES.

  

  Business Response

  Date: 03/27/2025

  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:03/25/2025

  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.

  On December 19th, 2024, I requested to have payments sent to about 10 different health providers. These payments were withdrawn from my checking account and mailed buy health equity to the addresses entered roughly 2 weeks after requested. After 30 days since they were mailed, five of the payments never were received by the providers so I contacted customer support and they told me to wait a little longer, 45 business days, which I can't imagine the mail taking that long. 3 weeks later I reached out again and was told that the payments quote "should" automatically be resent if they have not been cleared yet. There was no tracking or documentation of this happening and no one seemed to know anything or be able to do anything. A week later I reached back out and was given a case number and was told someone would follow up with me. That never happened so about once a week I contacted support and was told over and over that I would be notified when something changed. I contacted our health insurance benefit manager and she contacted her contact at health equity who sent me an email with the same will let you know spiel. It's been over 3 months now and no one seems to know anything or where my money went. I tried to get them to issue a stop payment but that money has never been re-entered into my account. At this point I think it's safe to say that Health Equity has just stolen the money from me with no intent to figure out what happened and to replace it.

  

  Business Response

  Date: 03/27/2025

  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: 03/27/2025

  
  Complaint: ********
  
  I am rejecting this response because: I keep getting the same response when I reach out, but no one will contact me to tell me what's going on. 

  On 2/27/25, so a month ago. I received this email after our benefit manager called to find out what was going on. I've heard nothing since this email even though I replied to ask for an update. I feel like if I'm "patient", that you hope I forget about it. 

  "Hello ******,
  
  This is Alex from HealthEquity regarding a follow up requested about your account. I would like to assist in resolving any issues.
  
  Thank you for your patience. We are still working on getting your claims 0093 0092 stopped and returned back into your account. I've marked your case as urgent and once resolved will be sent back to me to follow up with you.
  
  If you have any questions, feel free to reply to this email at your earliest convenience, if you’d prefer you can also call me directly at 801-432-6228. You can also call our 24/7 Member Service line at 866.346.5800. Please refer to case number 54929822 .
  
  Thank you,
  
  
  Alex *******
  HealthEquity Member Services III
  801-432-6228"

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

  

  Business Response

  Date: 04/01/2025

  The member was affected by a bug in the portal and VPAY system, which prevented payments from being issued when funding originated from their EFT. Treasury located the held funds, which are scheduled for release on 04/01/25. The member was contacted via phone and email on 03/31/25, but their satisfaction is currently unknown as feedback has not yet been received. Brittni has provider her direct contact information for questions and concerns. 

• Initial Complaint

  Date:03/25/2025

  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 been trying to help my husband access his HSA account and get reimbursed for health care expenses. We have repeatedly tried to establish online access to the account, including calling customer service for help twice and still do not have a way to access it. We requested a card and have not received it. At this point, they are essentially holding his funds hostage while charging monthly fees. Terrible business practices. Noting the many complaints besides ours, legal or other rectifying action should be taken against this company.

  

  Business Response

  Date: 03/27/2025

  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:03/25/2025

  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.

  The company recently had a Data Breach. I noticed fraud charges on my account and called in last week. No one contacted me or resolved the issue. I noticed new fraud charges today and called to get the issue resolved but was put on hold for over 2 hours and was unable to get any assistance online either. I would like to get the fraud department to resolve the issue by removing the charges, canceling and reissuing a new card number without me having to wait hours and hours on end for assistance.

  

  Business Response

  Date: 03/27/2025

  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: 04/01/2025

   
  Complaint: 23113994
  
  I am rejecting this response because: The company has not contacted me and I continue to receive new fraud charges.
  
  Sincerely,
  
  ***** **********

  

  Business Response

  Date: 04/07/2025

  ******* confirmed that resolution has been confirmed. 

• Initial Complaint

  Date:03/25/2025

  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.

  I paid a months health insurance premium to Health Equity on Feb ************************************************************************************************************************** the paperwork. I have a serious medical condition and I am unable to get an appointment with doctor with no health insurance. I have made many calls to health equity and the health insurer and no one has my money or my paperwork. I am desperate, please help.

  

  Business Response

  Date: 03/25/2025

  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: 03/25/2025

   
  Complaint: 23112582
  
  I am rejecting this response because I want to see if the escalation team really solves my problem.  I wont close this case because they promise to look into it. Thats what theyve told me for past month and no resolution.  I need health insurance asap.  They took my 800 and my health insurance company said they never got it.  
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 03/28/2025

  On March 26th, ***** spoke with the member to provide an update. Currently, we do not have visibility into when the carrier will complete the update. Therefore, we advised the member to reach out to the carrier directly for confirmation. During the conversation with the member, ***** provided her direct contact information and explained that an urgent request had already been sent to the carrier. The member was amenable to following up with the carrier and agreed to inform ***** of the status once he received an update.

• Initial Complaint

  Date:03/24/2025

  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.

  I have an account with Health Equity through my employer and my balance has not been going up after contributing each pay period. I have started screenshotting the balance each pay period and the app will show I have received deposits but the balance never increases anymore. I have spoke with Health Equity several times and they assure me the balance will go up next time and it never does. I asked them to start sending me paper statements so I can see each month and they told me I would have to pay $10/month for that service. After complaining they told me I could pay just $1.50/month for the statements. But after paying for January and February it is the end of March and I still have not received the statements that I paid for. Nor has my balance gone up. There was two contributions just today 03/24/2025 and the balance still has not gone up. I would like my balance as it should be. This company also had a data breach and lost all of my information which in turn i will now have to keep my credit frozen and monitor it the rest of my life. I'm unsure why the Attorney General stated its ok for them to lose all my banking info and social security number as long as they inform me that they lost it. Please help and potential customers of Health Equity beware. Your identity will be stolen

  

  Business Response

  Date: 03/25/2025

  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.