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 12 locations, listed below.

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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:06/28/2024

  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.

  On 2/23/24, a check was sent from 'Wealthcare' to 'Health Equity' for $3,261.61. The check number was ******** and the memo line said '*******************************'. After dozens of calls to Health Equity and hours spent on the phone, they are unable to locate the the check and funds. The check was cashed on 2/29/24. If a copy of the cashed check is needed, it is available upon request. Through the numerous calls, Health Equity always states that I do not have an account. I do not disagree with that, but the check was made out to Health Equity and they cashed it. I simply want the money that rightfully mine.

  

  Business Response

  Date: 07/01/2024

  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.

• Initial Complaint

  Date:06/25/2024

  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.

  At my request Health Equity closed my account, charged me a $25 fee and was to transfer the balance to ******************** as a trustee to trustee transfer. The fee was deducted from my account on 5-15-2024 and a check was supposedly sent to Fidelity. With no conclusion, a Fidelity representative and I contacted Health Equity (HE) on June 6th. We were told the check was lost in the mail, therefore HE would cancel the check, issue a new one and send it express mail to Fidelity. I checked on June 13th and was told "operations had not issued the new check and once they did it would take ten days for receipt by Fidelity." I called back on June21st, and June 25th. No one in customer service was empowered to help or provide an accurate status report. Additionally, i was told i could write a letter to the corporate headquarters if i was unsatisfied with the answer. Health Equity is unlawfully holding my $35k and stonewalling any reasonable response to my problem.

  

  Business Response

  Date: 06/26/2024

  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.

• Initial Complaint

  Date:06/25/2024

  Type:Sales and Advertising 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 been waiting for funds to my dependent care flexible spending account for two months. My paycheck had money taken out of it that then had to be reimbursed by my employer causing me tax dollars I was trying to avoid in April. Now, I've had three transactions of $250 on May 15, May 30 and June 15 in addition to administration fees. I would like the admin fees refunded since I am the one that has been on top of finding out why my funds are not in the ****** I have childcare I need to pay for. I've had bank overdraft fees of $500 because I was missing this money as well.

  

  Business Response

  Date: 06/26/2024

  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.

  Customer Answer

  Date: 06/26/2024

   
  Complaint: 21899348
  
  I am rejecting this response because: replying does not make this right. I am still waiting for a refund of administration fees for my time and effort on the phone and via chatbot with your computer in order to reach a resolution of the missing $750, as well as the lost $500 in bank overdraft fees. As of today, my DCFSA account still has a $0 balance.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/10/2024

  ******** from our member escalation team had a conversation with a member on July 9th, 2024, in which she provided an update on the progress towards resolving their issue. The member expressed appreciation for our efforts and support with their account. We are grateful for your patience and value you as a member.

  Customer Answer

  Date: 07/11/2024

   
  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 almost a month after submitting a complaint.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/24/2024

  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 am trying to close my Healthequity HSA account and move it to another HSA custodian. In order to do so, I am required to liquidate all my investments. I liquidated 100% of my investments and initiated an internal funds transfer from the ******* ****** account ***********************'s investment platform) to the Healthequity HSA account. However, ********************** has frozen my HSA account and the cash transfer from ******* ****** has been in a pending state for a week (it should take just two business days). Efforts to resolve this issue have been futile since the customer service team cannot communicate (via phone or chat) with the account closure team. Also, Healthequity has antiquated account closure processes. Instead of electronically transferring funds or using ***** Overnight for transferring funds to a new custodian, they use postal mail to send a check after a delay of several weeks to process the closure. This is not secure and a painfully slow process. Healthequity HSA needs to overhaul and streamline its internal processes and speed-up the transfer process to a new HSA custodian. I need Healthequity to transfer my HSA funds to the new HSA custodian within three business days.

  

  Business Response

  Date: 06/25/2024

  Hi *****,

  We're sorry that you didn't have the best experience with us. We 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.

  Customer Answer

  Date: 06/26/2024

   
  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,
  
  ***** Ram

• Initial Complaint

  Date:06/24/2024

  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.

  HealthEquity is the Flex Spending provider for my employer. In March they required verified receipts for 2 healthcare transactions. I provided receipts that were approved and accepted. However since then, my Flex Spending card has been suspended multiple times for unverified transactions. However the portal shows there are no unverified transactions. I have called customer service at least 8 times on this issue. They have opened multiple cases with the relevant department to resolve. The issue was resolved in May and then reappeared again in the beginning of June for no reason. I called customer service again and they have opened 2 more cases and it is still not resolved. I cannot get anyone to resolve this issue once and for all. As a result I cannot use my flex spending benefit for health related charges and have been paying out of pocket for these expenses.

  

  Business Response

  Date: 06/25/2024

  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.

• Initial Complaint

  Date:06/24/2024

  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.

  Hello,On April 23rd I used my health equity yransit check credit card several times to buy trips for my metro card. The card gave an error each time and none of the transactions went through. I called their customer service and all the agents I sopke to suggested I check with the **** So I did. I recieved a letter from the *** today indicating that the issue is not on with them but with the card I was using. I lost a total of $325. I have proof of these transactions. I need to be reimbursed for the money transitcheck lost me. Thank you,*********************

  

  Business Response

  Date: 06/24/2024

  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.

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21891598
  
  I am rejecting this response because: there is no response. They are telling me that they take pride in their customer service and will try to resolve the issue. Nothing is done on their part yet. so there is nothing for me to accept yet.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/10/2024

  ********, a member of our Member Relations team, has thoroughly investigated the issue and has proactively reached out with additional information on 7/2/24. An email has been sent outlining the details along with ********'s direct contact information if there are additional questions from member. We sincerely appreciate your loyalty as a valued member.

• Initial Complaint

  Date:06/20/2024

  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.

  Health Equity is responsible for managing commuter benefits. I did not receive my commuter passes for 2 months after the money was taken out of my paycheck. Healthy equity cannot even provide tracking to show that my passes were delivered. Yet, in order to get future credit for the passes not received, I am told I need to find and scan receipts for each replacement ticket that I paid out of pocket for. Here is a company with a flawed process for procuring and delivering commuter passes. They cannot prove that the goods I purchased were actualy delivered. Yet, their policy forces me to spend precious time to scan receipt after receipt for replacement tickets, in order to get credit for commuter passes not received. They also use the *** as an excuse to not take responsbility for their flawed process. The *** has nothing to do with the fact that they procure expensive commuter passes without a tracking number.

  

  Business Response

  Date: 06/21/2024

  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.

• Initial Complaint

  Date:06/13/2024

  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.

  05/02/2024 A new claim from my HRA account was open for reimbursement.Claim ID: ************ Amount to be reimburse 802.00.I have been going back and forth with Health Equity since 05/10/2024 and have only been able to speak with one supervisor who told me they would mark this as an urgent ticket and someone would call me. I have not heard from anyone directly I have had to reach out each time my self for updates. The funds were sent to a closed account ( Chase) per the bank the funds were sent back since its a closed account. ********************** says they have not received the funds back however ***** provided a trace # *************** and confirmed funds were sent back. I have called just about everyday and health equity states still under review.

  

  Business Response

  Date: 06/17/2024

  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.

• Initial Complaint

  Date:06/06/2024

  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.

  Wageworks is so unprofessional! The customer service is horrible. Agents and management have dropped the ball. I should have been received my health spending card in February and months still have not received it. Paying for items out of pocket with a HSA just sitting there. Then agents just hang up calls and management is no better!

  

  Business Response

  Date: 06/07/2024

  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.

• Initial Complaint

  Date:06/06/2024

  Type:Sales and Advertising 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 struggled to get any good communication from this company. I have had to reach out to them on several occasions with some time sensitive issues and questions. When I asked on each occasion to please have someone reach out to me directly I NEVER received any direct communication. All I ever got was a generic email telling me to call them if Id like. I was assured each time that someone would be reaching out to me directly. They lie to you and tell you that they will and then just disregard it. I dont care for companies that treat you like a number and thats exactly what this company does. I would certainly not recommend this company and I will look for any opportunity to suggest a different one for my use if given the opportunity. Take your business to someone who cares, not Health Equity

  

  Business Response

  Date: 06/07/2024

  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.

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21812112
  
  I am rejecting this response because:
  I have not been contacted by anyone from this company at any time and theyve had numerous opportunities to do so. Ive had several issues that I have insisted on being called by a supervisor with some explanation and/or resolution and Ive never been called back. And this is even after being promised that I would be called. They told me that all of their calls are recorded and I asked them to please listen to them. They will hear that I was promised to be contacted and never actually was. A customer should not have to call in and start from scratch, through countless prompts and options and to wait on hold for a supervisor, to find out the answer to something when you are promised a callback. Ive gotten no answers to my questions and inquiries to date. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/11/2024

  Thank you for your understanding and patience as we continue to work towards reaching a resolution. Our escalation team member, *******, had the opportunity to speak with the member on 6/11 and provided member with direct contact information for any future inquiries or assistance. We sincerely appreciate the opportunity to improve our customer service.

  Customer Answer

  Date: 06/11/2024

   
  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,
  
  *********************