ComplaintsforHSA Bank

• Initial Complaint

  07/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have an HSA account and after multiple calls for over a week of trying to get a reimbursement from my online account they are refusing to help me. This account has money in it that I have earned and I am not able to use it as designed. They are refusing to pay some of my doctor ***** as well.

  Business response

  07/17/2024

  Please be advised that ****************** was contacted directly today, July 17, 2024, and it was confirmed his HSA account is held with UMB Bank not HSA Bank. He was advised to resubmit his complaint under the correct financial institution for further assistance. 

  Customer response

  07/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been unable to access my HSA benefits for months because, despite repeated requests, HSA Bank has not sent me a new debit card. They offer no explanation for the delay and refuse to provide a tracking number to follow up on the status of my request. This lack of communication and inability to access my funds are causing me hardship and preventing me from paying for qualified medical expenses. I am requesting the BBB's assistance in resolving this issue.

  Business response

  06/17/2024

  A written response dated June 17, 2024 has been sent to **************** addressing his concerns. 

• Initial Complaint

  05/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On March 11,2024, I contacted HSAbank and requested my account be transferred to Fidelity. I was advised that my investment account had to be liquidated before the transfer may be completed. I requested the investment account to be liquidated and the funds in the amount of $144,000 were to be deposited in to my cash account prior to the transfer to Fidelity. I was advised the transfer forms would need to be completed online and I submitted this information as requested. On March 19, The liquidated funds were retuned to the investment account. I contacted ********************** for a second time on March 25, and was advised the funds would be liquidated on March 27. All of the funds were liquidated except $94.00, which prevented my account from being able to be transferred. I then received a letter from HSABank advising me the transfer was not possible because an investment account was connected to the HSABank account. I contacted ********************** a third time requesting liquidation of the remaining funds. I was advised the process would be completed on April 30th. I then received two text messages from HSABank on April 30 and May 1 requesting me to contact HSABank. I called their customer service team on May 2nd and was advised the balance in my investment account was now 0.25 cents and the transfer may not be completed. I then spoke to multiple representatives at HsABank of which all advised me the process was not to allow funds to be transferred, even though I had completed and finished all of the required information. I advised HSABank representative, *****, that I would be filing a complaint with the State of Tennessee about this fraudulent activity and potential financial institution scam. She provided me her direct number at ************* for me to follow up again in 2 to 3 days. Please assist me with obtaining my HsaBank funds.

  Business response

  05/09/2024

  May 9, 2024
  RE: Letter to the Better Business Bureau, Case # ********,*****************************
  To Whom It May ************** Webster and HSA Bank we strive for excellence in everything that we do and take pride in our customer service. A written response dated May 9, 2024 has been mailed to Ms. ******* address on file addressing the concerns outlined in her complaint.  
  
  Sincerely,
  *******************, VP, Manager Client Relations
  Office of the ********** **********************

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My issue is with HSA Bank. I will describe the scenario. On 08/11/2022, I began a weight loss program with ********************************************** at ********************************************************* ***** **************. The charge for this program was $1,540.18 and my doctor described the program to me as HSA eligible. The program was to treat chronic diseases related to my obesity, including Hypertension, Obstructive Sleep Apnea, Anxiety Disorder, GERD, and Insulin Resistance. The Weight Loss Program consisted of (at a minimum); nutritional counseling, body composition testing, medication, moderate exercise, and medical supervision with regular visits and check-ins with my physician.HSA Bank requested and I provided an invoice for my claim#CAC888220813D0008401. They then denied the claim citing IRS regulations. I responded with a Letter of Medical Necessity (LOMN). They denied again, citing IRS regulations. This back-and-forth has continued since around 09/29/2022 and is still ongoing to this day. Most recently, I submitted a full appeal of their decision in April 2024 using extensive justification provided by my doctor, including a more-detailed LOMN and clarified invoice, and they denied this appeal on 04/16/2024 citing the same issues and providing no recourse or further information.************** of ********************************************** maintains this claim is 100% HSA eligible under IRS Regulations, as proven through her work with numerous other clients with similar issues. We complied with all of HSA Bank's info requests, yet they still demand I repay $1,540.18 out of pocket, despite my legitimate use of HSA benefits. I have tried to speak to HSA Bank via the phone, and but one has been able to help me gain headway into resolution.I am relying on the BBB's independent mediation to show HSA Bank that my $1,540.18 expense is eligible, that they have wrongly denied my claim, and that my claim should be accepted based on the evidence I've provided.

  Business response

  04/23/2024

  ********************** was contacted directly by an HSA Bank representative and a written response dated April 23, 2024 was mailed to him addressing his concerns.  

  Customer response

  04/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. HSA Bank's Customer Relations Representative, *****, was able to review my claim, assess the "larger picture", and work with the necessary teams to fix my problem. ***** provided fantastic support.
  
  Regards,
  
  *****************************
  

• Initial Complaint

  04/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against HSA Bank regarding their failure to process my request to transfer my HSA account to **** of America HSA. This complaint stems from the inadequate handling of my request and the subsequent delays in transferring my funds.On January 17, 2024, I initiated the request to transfer my HSA balance from HSA Bank to **** of America HSA for two primary reasons: (1) to consolidate my accounts and (2) due to the frequent denial of eligible pharmacy purchases. Despite my proactive approach, I have encountered significant obstacles in completing this transfer.Initially, I contacted HSA Bank and spoke with a representative who provided me with the necessary forms and a fax number for submission. However, upon following up today, I was shocked to learn that nothing had been done because I had allegedly been provided with the wrong fax number. Furthermore, upon receiving the correct fax number, I expressed my dissatisfaction with the inconvenience of repeatedly sending documents via fax, incurring expenses at Kinkos. In response, I requested an email address for submission, which was promptly provided. However, it is deeply concerning that HSA Bank's representatives were unable to provide accurate contact information initially, leading to unnecessary delays and inconvenience for me.As a result of HSA Bank's inefficiency and lack of accuracy, I am experiencing undue delays in accessing my HSA funds, which I have diligently contributed to for my family's healthcare needs. Therefore, I urgently request your assistance in prompting HSA Bank to handle the process of transferring my HSA account expeditiously. I expect immediate action to rectify this matter and ensure that my transfer request is processed without further delay.Thank you for your attention to this matter. I trust that the Better Business Bureau will investigate this complaint promptly and facilitate a resolution that is satisfactory.

  Business response

  04/08/2024

  At Webster and HSA Bank we strive for excellence in everything that we do and take pride in our customer service. A written response dated April 8, 2024 has been mailed to Ms. ************ address on file addressing the concerns outlined in her complaint.  

• Initial Complaint

  03/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  HSA Bank notified me in February that my previous receipts for orthodontic treatment were insufficient and that Id need to pay the $2,000.00 from my flexible spending reimbursement back.I sent them documentation at the date of service 7/18/23, again in Oct 2023 via email, and an additional receipt via fax on 3/29/2024. The orthodontist said theyve never seen anyone have to keep asking them for additional receipts the way Ive been asked.After the last faxed receipt on 3/29/2024, I called HSA and they could not verify receipt of the fax, and would not commit to contacting me to let me know the fax was received. This is an issue for me, as they notified me in writing that Id have to pay $2,000 back without acceptable documentation.I would like someone to contact me if they feel the documentation is not sufficient before trying to ask for the $ back via the **** The customer service is terrible at this institution.I asked for a supervisor, and they put me on hold indefinitely with no help.

  Business response

  04/11/2024

  **************** was contacted directly by an HSA representative and a written response dated April 11, 2024 was mailed to her addressing her concerns. 

  Customer response

  04/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  03/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 16, 2024 a request was faxed from my new bank requesting transfer of my HSA funds from HSA Bank, a Divison of Webster Bank. On March 3, the day after I was charged another monthly service fee the money was zeroed out of my account. I have been told by them the check was processed on March 5, 2024 and would take 5-10 days for my new bank to receive it. It is now 3/21/24 and I am being told by the HSA Bank they can do nothing to help me for at lease another 5 business days. In this day and age of electronic everything why would there have to be a physical check mailed to another bank, and not an electronic transfer. I asked this question and they had no answer for **** have called twice now, with the same canned answers coming from the call center. When I asked to be transferred to a supervisor so I can find out more I was one put on hold then disconnected, and a second time I was put on hold for over 15 minutes. This is crazy and I feel like my funding is being held hostage.

  Business response

  04/09/2024

  An HSA Bank representative has attempted to contact ****************** directly via telephone and a written response dated April 9, 2024, was mailed to ****************** addressing her concerns. 

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Opened an HSA account, and funded the account with a funds transfer on 3/13/24. As of today,they HAVE received the funds, but have not credited the account so that I can use the debit card. It's been six days: I've called CS twice since the card has been declined with no resolution.

  Business response

  04/05/2024

  At Webster and HSA Bank we strive for excellence in everything that we do and take pride in our customer service. A written response dated April 5, 2024 has been mailed to ******************** address on file addressing the concerns outlined in his complaint.  

• Initial Complaint

  03/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I need to close my HSA Bank account. I have contacted HSA bank three times in the last 3 weeks by email with a request for instructions on how to close the account. I have received no response.

  Business response

  03/20/2024

  ****************** was contacted directly, and a written response dated March 20, 2024 was mailed to his address on file addressing his concerns. 

  Customer response

  03/28/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  HSA Bank contacted me by phone after the complaint was filed. They subsequently sent a check for the remaining balance. The response from HSA bank complied with my request, and I consider the matter closed satisfactorily.
  
  Regards,
  
  ***************************
  

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had the same experience as the review February 24. I had previously withdrawn funds and was told that it would NOT close my account nor would I be charged the $25 fee. However, in my latest transfer of cash, HSA charged me a $25 fee to close the account. I only discovered they would be closing the account when I called to ask what the fee was for since I'd never been charged this fee before. There was no notice they'd be closing my account, and I was explicitly told transferring money out wouldn't incur a fee / closing like this previously. As their complaint said, this is an employer sponsored HSA. This is unacceptable. You're stealing money from me this way since my employer matching will not occur due to this. I need immediate assistance as I've been told they can't stop my account from closing (which will bounce back my and employer's contributions) nor refund the fee.

  Business response

  03/19/2024

  In response to ************************** letter to the Better Business Bureau, a written response dated March 19, 2024 was mailed to ********************** at the address on file addressing her concerns. 

*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. ↩