Review Time
Apparently my HSA debit card was compromised. Since they didn't let me know, I only found out about it when my card was rejected at the pharmacy. After repeated calls to them (they will not call you even though they promise to) I found out today that it will be 10-14 days before I have a new card. In the meantime I have medical expenses to pay. This is the worst customer service.
COMPLAINT AGAINST HSA BANK
On Friday, January 23, 2026, I submitted a receipt and reimbursement request for myself to HSA Bank, to be direct deposited into my checking account, which had already been verified with HSA Bank.
I attempted to check on this Status, Sunday, January 25, 2026 and found that I could no longer access my account.
I then called HSA Bank at 800-357-6246 on Monday, January 26, 2026. They said they were not sure why my account had been locked out, but would look into it. After an extended period on hold, they came back to me and said they had tried to unlock the account, but they did not have access to do so as they option was "grayed out". They advised I would have to call Cigna directly to have the account unlocked.
I then called Cigna, my healthcare insurance and discussed with them. After an extended period with them on the phone, they advised they did not see my account as locked out and I should call HSA Bank back and let them know.
I then called HSA Bank back and advised them. Again after being On Hold and discussing with customer service I was told my account should be unlocked by Tuesday, January 27, 2026.
On January 27, 2026, I again found my account to be locked out. Calls were made to HSA and again, I was told to wait 24 hours.
On January 28, 2026, my account was still locked out. I called HSA Bank back and spoke with a customer service representative who just kept repeating the same thing, that they did not know when the lock would be lifted.
I requested a supervisor call me back. I was contacted later in the day and spoke to a supervisor, who again stated the lock should be lifted by tomorrow. I explained I needed the lock lifted as soon as possible so I could resubmit the reimbursement request as this delay was causing me financial hardship. After being On Hold for an extended period, the supervisor came back on the line and stated she will send a notice to the correct department to unlock my account and will mark it as Urgent. She explained normally they will then unlock the account within 1-4 hours, but I should keep checking into the night, but would be unlocked by Thursday, January 29, 2026.
On Thursday, January 29, 2026, I again checked and found my account to be locked.
I again called HSA Bank at 800-357-6246 and spoke to a customer service representative.
This representative stated there was nothing they could do and that the lock could not be released for 3 to 5 business days.
I explained to her the several calls I have made and persons spoken with. She placed me On Hold for an extended period.
She came back and told me that the account would not be unlocked for 3 to 5 business days. After explaining my frustration she said per IRS guidelines, the account could not just be unlocked.
I explained to her I have called every day and everyday I have been told it will be tomorrow.
She then stated that because I did not answer when HSA called me on January 26, 2026 to confirm the transaction, that the account had been locked. I asked her what she meant, nobody had called me from HSA Bank. My first interaction with HSA Bank was when I CALLED THEM on Monday, January 26, 2026 at 10:57am PST. There were no prior calls or messages from them.
I then asked what number they would have called from and she said the HSA Number.
I advised the only calls I have would have been calls marked as SPAM, but again no messages were left if that was them calling me and nobody had every mentioned calling me prior to this conversation.
She again stated the account could not be unlocked.
I asked to have a supervisor call me immediately and that my next moves would be to file formal complaints against them for denying me access to my funds, when all I did was file a medical reimbursement request.
As of this writing, I am still waiting on a return call from a supervisor.
This is a complete scam. They refuse to process a withdrawal to convert investments into cash. You cannot close your account until the investments are liquidated. They claim they "can't see a pending withdrawal request" (which I've submitted five times with representatives confirming it was done correctly). Still, there is no visibility on the request, leaving my funds completely inaccessible. A complaint has been filed with the regulatory body. Avoid this service.
This is a complete scam. They refuse to process a sale order for moving investments to cash. You can't close your account until the investments are sold. They claim they "can't see a pending sales order" despite me submitting it five times with agents confirming I did it correctly. Still no visibility on the order, leaving my money completely trapped. I've filed a complaint with the regulatory body. Stay away.
My employer uses a specific bank to manage employees' FSAs. This bank requires us to submit receipts for medical expenses paid with our HSA credit card, despite the receipts being from medical offices. They insist on confidential health information due to IRS demands, claiming they are denying our legitimate health expenses. This is the only management company I've encountered that asks for such confidential information. I doubt the IRS needs this info, and it feels like a tactic to deny claims and avoid paying for valid health expenses.
There's almost no chance you'll be able to manage your account independently, so I urge you to inform your employer that this service is subpar and should not be used. Encourage your colleagues to petition for the removal of this company as your HSA/FSA manager. They fail to adequately protect account holder information and seem vulnerable to scams, risking both employer and employee data. Customer service is extremely poor, unreliable, and often misinformed. You may have to navigate a frustrating phone tree and call multiple times without getting the information you need. After five calls, I still couldn't get two simple questions answered, and they frequently hung up or claimed technical issues. Their incompetence does not inspire confidence in how funds are managed.
I've faced several problems, but there's always a native English-speaking representative available when I call, which has helped address most of my concerns. I wish more companies could provide immediate answers to questions that aren't easily found online.
I’ve reached out to the bank multiple times about not receiving my HSA card since September, and every agent has given me a different excuse. On my fourth call, when I asked for a supervisor, the agent outright refused. My last email response suggested I “order a card online,” even though that option doesn’t exist. I still have no card, no access to my funds, and I'm forced to cover medical expenses out-of-pocket. This has dragged on for months, and it feels like my money is being held hostage. I cannot recommend this service.
The only reason I'm rating it a one is that I can't give a zero. The investment options and capabilities are so limited that they're almost useless. The only reason I see anyone using their services is due to a lack of alternatives from their employer or plan. It's hard to understand why anyone would choose to use this service willingly. They claim they might eventually add basic features that every other brokerage already has, but there's no timeline or information on when or if improvements will happen. It feels like a bad joke that this company could convince anyone they are qualified to manage assets or create a viable trading platform.
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HSA Bank is a health savings account administrator in the United States.
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