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

  
• 

  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:03/21/2025

  Type:Order 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 an HSA with HealthEquity through my employer. Due to benefits changes, my employer stopped sponsoring the plan, and I changed custodians of my *** to avoid fees. However, after transferring custodians, I realized that I made an erroneous contribution to my HSA and request that HealthEquity calculate the earnings/loss associated with that contribution for the time it was with HealthEquity. HealthEquity refused to calculate those earnings/losses, which is making it impossible for me to comply with *** guidelines and reporting standards. I would appreciate if HealthEquity calculated those earnings/losses so that I can be in tax compliance.

  

  Business Response

  Date: 03/24/2025

  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: 03/28/2025

   
  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:03/21/2025

  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 November 4, 2024 Health Equity denied an auto-pay payment for my health insurance premium when there were sufficient funds in my account. Fast forward 5 months to when I realized my health insurance was no longer active and was advised since I was lapse for 120 days I would have to wait a year to re-enroll in my health insurance. I contacted Health Equity to file a complaint and to close my account due to their mismanagement of my premium payments. They refused to waive the $25 fee because it is a "standard fee". I have paid them over $200 in the last 5 years because I do not have a high deductible insurance account linked to this service.

  

  Business Response

  Date: 03/24/2025

  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:03/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  More than $1k of transactions have been processed against the wrong account, those transactions haven't been moved to the correct account, and the process hasn't been fixed so it won't happen again with future transactions. The ticket requesting this to be fixed is almost a month old now with an "urgent priority" and no activity or results, despite multiple follow-ups by me.More detail:I have an HSA and limited purpose FSA. The deductible was met Feb 2nd and transactions continued to be applied to the *** when they should go to the *** instead. It became a full purpose *** after my deductible was met . I opened a ticket on Feb 24th to get those transaction moved to the ***, and to have the process fixed so future transactions go to the the correct account--the ****** transactions totally $1067 are applied to the wrong account. 8 of them for $461 have occurred after I opened the ticket and Health Equity acknowledged the processing error.I've called 4 times for an update on the status, and each time I'm told it's under review and an urgent priority. No other information. No activity. Each time a transaction goes to the wrong account, the ********************** system sells some of my investments to cover the transactions, at a time when the market is very volatile.

  

  Business Response

  Date: 03/20/2025

  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:03/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an open case with Health Equity regarding my employer contributed funds for my HSA. It is not available to me and has not been for about 6 weeks. I have called multiple times regarding the open case and they cannot give me an estimated time of when my issue will be resolved. I would like to have my funds available to me to pay for necessary medical bills.

  

  Business Response

  Date: 03/20/2025

  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: 03/23/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I have not received any communication from the company and I have not been provided an ETR for my open ticket on this issue.

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

  

  Business Response

  Date: 03/25/2025

  The member is unable to access contributions made to her HSA due to IRS regulations, which require a waiting period until 4/1/25 as she transitions from an FSA to an HSA. Unfortunately, no resolution is currently available, as HealthEquity must comply with these regulations. Shannon attempted to contact the member on 3/24, leaving a voicemail and following up with an email that included additional information and her contact details for further questions or concerns.

• Initial Complaint

  Date:03/18/2025

  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.

  After noticing fraudulent transactions on my HSA card on Feb 9th, I immediately called health equity, the agent told me to wait 2 days and call back again. After 2 days I called back and was told the previous agent did not file the fraud case properly and now it's being filed correctly. However, it was not and I ended up calling health equity 4 times in total, each time being told the previous agent made some kind of error. The last time the fraud department agent with operator ID *** hung up my phone call after putting me on a long hold on March 18th. There is no communication on the status of the fraud investigation whatsoever. This ineffectiveness of addressing fraud transactions by health equity so far is quite unacceptable.

  

  Business Response

  Date: 03/19/2025

  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:03/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  HealthEquity, Inc. is contracted through my employer ************************ to manage *** and HSA health benefit accounts. My employer as well as myself contribute financially to each account. October 2024, HealthEquity, Inc. mailed two new cards (FSA and FSA) without notification. I activated both cards per instructions. I was able to use my cards to access my money to pay for prescriptions, physician co-pay, optometrist visits, and eyeglasses. In late November, early December 2024, I received a new card from HealthEquity, Inc. without notification or explanation. In January 2025, I visited my regular pharmacy to pick up a prescription. I attempted to pay for my prescription the same way I have been paying (since 2022), with my HSA card. The transaction was declined. I paid for my prescription out-of-pocket. I contacted HealthEquity, *** to explain the situation. Prior to contacting HealthEquity, Inc. I reviewed my accounts (FSA and HSA) and noticed the *** account was not connected to the new card. The attempt to merge my accounts to one card failed. The customer service representative placed me on hold several times only return to tell me that I will receive a new card. I received the new card and completed the activation process with success. My attempt to access MY money to pay for my prescriptions failed again. This has been an insidious "gerbil wheel" of gigantic proportions. The last date I has a successful transition with my HSA card was December 5, 2024. Unfortunately multiple calls to customer service only adds to confusion and more out-of-pocket expense. I understand I can be reimbursed however, this is an oxymoron. I have money earmarked for health expenses, I shouldn't have to navigate through a barrier to access and use an employer benefit. This evening I attempted to pay for a prescription with my new HealthEquity card (I've lost count on the number of cards) and the card doesn't work. I have accrued an unnecesary expense totaling $254.59.

  

  Business Response

  Date: 03/18/2025

  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: 03/18/2025

   
  Complaint: 23079163
  
  I am rejecting this response because: The escalation team was contacted March 3, 2025 (case # ********) with no resolution. After contacting customer service and escalating my case, I haven't received a follow-up email or phone call stating a resolution or progress. I have allowed plenty of time for investigation.
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 03/19/2025

  The member reported an issue where their card was declining during transactions. This was determined to be a result of a HealthEquity system error, which caused the member's balance to not accurately reflect within the card system. This discrepancy led to the card being declined for eligible transactions. The issue within the card system has now been resolved, ensuring that the member's eligible transactions will process successfully moving forward. On 03/19, ******* attempted to contact the member by phone but was unable to reach them. A voicemail was left, and an email was sent, including her contact information, so the member can reach out for further assistance.

• Initial Complaint

  Date:03/14/2025

  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 requested change of personal information and a new card mailed to me about 3 weeks ago. I made Multiple emails and phone calls regarding this. One customer service representative said that they will update me on the progress, but I never received one email reply or phone call from HealthEquity. Every time I call, they ask for some new documents from me. I spent $20 to get my drivers license and SS card notarized, everything in color, as they requested. I submitted them along with my marriage certificate and court documents for name change. When I called today to follow up, they asked me for some bank *** documents ***** totally loosing it. The customer service representative was also trying to say that she cant see the documents that I have submitted, but when confronted, she admitted that they have received all 5 documents that I sent. I asked her to reply to my email and list all the documents that they need from me, and explain what the bank ETF document is. She responded okay and that the email is being sent- she lied- I never received anything. WOW again, Is this a real company or some kind of scam? Hard to believe!

  

  Business Response

  Date: 03/14/2025

  Hi ****,

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

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23064618
  
  I am rejecting this response because:

  It's a stereotype response. Not sincere enough to resolve my problem. It's not a complicated issue that I have- only update of personal information and I have submitted enough supporting documents. AT LEAST GIVE ME A DEADLINE THAT MY ISSUE WILL BE ADDRESSED/ RESOLVED. 
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 03/20/2025

  The member's account information has been updated following receipt of required documentation, a new card order is being processed, and consistent communication has ensured the member's satisfaction with the resolution efforts. ******* with our escalation team has provided her direct contact information to member if additional information or assistance is requested.

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23064618
  
  I am rejecting this response because:
  

  Nothing is being resolved. No card is being mailed to me. No online account access, so I am UNABLE to verify my information. I got to talk to ******* ***** once on the phone but now she DOESN'T answer my email and phone calls regarding the progress of my case.
  

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

  

  Business Response

  Date: 03/28/2025

  ******* with our escalation team confirmed that the card was delivered 3/27 via *** Ex and member could successfully login to their account. Thank you for your patience as we worked toward resolution. 

  Customer Answer

  Date: 03/28/2025

   
  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:03/12/2025

  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 have been dealing with a fraud claim for nearly theee months now. The claim was intially approved (which was good) — but it turns out the hacker still had access to my account. I asked them to freeze the account (which they did), but they also took nearly $10,000 from my account as a ‘security adjustment’. After securing my account, it has now taken 10’s of hours of my time waiting on phone calls to re-open the fraud case. I still have no resolution and am just waiting on fraud dept to call me… At this point I am considering legal action.

  

  Business Response

  Date: 03/13/2025

  Hi ******,

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

  Customer Answer

  Date: 03/20/2025

  
  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:03/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have been unable to access my HSA money for health expenses.

  

  Business Response

  Date: 03/13/2025

  Hi ********,

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

• Initial Complaint

  Date:03/11/2025

  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 resolve an issue with Health Equity for almost a year. They keep asking me to upload EOBs for 2 very small doctor office visits of which I've uploaded time and time again. I have even emailed receipts, and various EOB copies along with everything they could possibly need in order to prevent any supposed blurriness that may be the issue. It keeps getting rejected and when I call customer service to resolve they continue to give me excuses, I get hung up on, and I get the occasional so called professional who tries to make me feel like I'm the moron who doesn't understand what is happening. They froze my HRA funds and stated they won't be able to remove it until I provide them with EOBs. I don't know what else to give them. They keep telling me that the case is built and each time it resets to only partially resolved and then I'd have to go dig up more crap to upload. I'm truly fed up with this whole situation and will be escalating this to my company during the employee surveys. I am not sure if this is even legal for them to hold on to your funds until they expire? I'm pretty sure that won't bode well with any legal team. I highly suggest they correct whatever is going on because it won't be pretty. I'm sick of these horrible companies taking advantage of their customers. I'm biting back and this time I'm pissed enough not to let go!

  

  Business Response

  Date: 03/13/2025

  Hi ******,

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