Problems.Took # phone calls to get card validated. Card won't go through Bank ATM. Card won't go through Drs office machine. Card won't go through anything. Problems. Customer Service acts like you have some nerve using your own money. Problems. Problems. Problems.
We could not get into our account because it kept asking us a security question that was not on the list we chose. Three times, I sent an email asking them to fix it. Three times, they sent me a response that did not answer my request, meaning they didn't even really read the request. After 9 phone calls over a week and a half, I finally got the help I needed, which was access to my account to I could pay off a medical bill for a breast biopsy. HSA CS are condescending, suspicious, minimally helpful, and not worth the time I put in to get into the account!
When I opened an acount 4 years ago through my then employers benefits package, this bank charged me to open my account, then every month they charged me a rediculous amount for a service fee...more than what an average account holder gets in interest. My current employer's benefit package offers an HSA with another bank so not wanting to maintain two accounts I decided to transfer what funds were left in the older account and close that account. This bank charged me $25 to close the account. I would never use this bank again!!!
* Rip off fees
* Unprofessional website
* Limited customer service
* Inability to unlock one's own account
How can you lock my username and not provide a way for me to unlock it other than calling a rep who works only some of the time? You cannot in this day and age, expect to provide a 24/7 online service that doesn't let people access it. Particularly if you force them to use the online only service by fees on paper statements.
Fees example - $.75 if you want a paper statement (but if you're online only you can only access your online account when their reps are working if you get locked out)
Fees if you have less than $3k in your cash account, Fees if you have have an investment account with them unless you have $5k in the cash account (hey isn't an HSA supposed to be about investing for your future?), fees for using the debit card unless you sign etc etc etc etc.
Avoid this company.
They consider funds invested in a totally "different" account than the regular HSA, which by the way, is probably the lowest paying HSA in existence as far as interest, unless you have tens of thousands in your HSA, in which case you wouldn't be letting it just sit there anyway. The reason for doing so is so they can charge monthly fees. If you choose to invest, you will be charged a large monthly fee unless you have over $8,000 invested (5Kinvest account+3k cash account). This is where they completely mislead the consumer to the point of being scammers to lure customers in with their supposed low fees if you have over 3K...I can't believe this place hasn't been sued yet. Take ANY place that charges a 25 dollar fee just to close your account with a grain of salt. There is a reason why they charge that, they probably make more money off cancellation fees than anything, because their service is garbage. I will be cancelling my account and I urge others to do some research on peoples experience with them before opening an account like I did. Also the manager is intolerant and has no customer service experience. I would not give them further business if they paid me.