I am the legal personal representative / executive of my deceased sister's estate which is currently in probate. She has a Benefit Wallet HSA.
I mailed via US Postal Service the official certified Death Certificate AND my Letter of Admin / Executor. I am able to log into her account as personal representative and also provide info via their auto caller that told me the HSA account had been closed as of 9/23/19 which means that they have in fact, received my paperwork and are aware this is the account of a deceased person. I have called three times so far and have gotten virtually NO info of any use. The first time I was told to send the death cert etc which I did an expect the PROMPT return of my original death certifcate from this company.
The 2nd time I spoke with someone from overseas who couldn't even find the account online even though I was looking at the account on my computer. They were absolutely NO help. Called again today and the lady who was also overseas with halting English kept telling me I'm sorry I'm sorry I'm sorry and basically to every question I asked her she was 'sorry' she could not help me even though YOU have closed the account, have been made aware its now an estate account and that I as my sister's personal representative DEMAND the cash out on this account. I just closed an account earlier today with a brokerage firm for several THOUSAND dollars more than this small $500 ish account and it was quick, streamlined, easy and I'll have a check to deposit in my sister's estate account early next week.
Your company can't even provide staff who can find info and if they do find something they don't realize that I am ACTING as my sister .. that ANYTHING she could do on this account I can do and I am demanding the immediate release of these funds to go into her Estate account with our local bank. I finally told this girl that I wanted to speak to someone in a management position in the USA so she again said .. I'm sorry ..
and put me on hold for a very long time. Finally came back on the line and said someone named Heidi would help me .. and then hung up the call completely. No Heidi, no service, no money that you owe this estate.
I want this resolved at your earliest Benefit Wallet. You are charging my deceased sister's account $3.50 a month for a service fee, slowly depleting the money that is in there because she hasn't used this account. She is earning a whopping 2 cents a month on this account. Tell you what.
You can keep the 2 cents and refund this ridiculous service fee that you don't deserve for the *** service you provide and the uneducated staff you hire through call centers who have no info to help a member and only know how to say I'm sorry. Done with my rant now. Now, FIX IT!
I will be reporting this to the BBB if this isn't resolved soon. You have all the info you need from me on her estate and on my legal RIGHT to get the money out of this account and into her estate account for probate.
Product or Service Mentioned: Benefitwallet Customer Care.
Reason of review: Poor customer service.
Monetary Loss: $518.
Preferred solution: Provide payout on my deceased sister's HSA account to the probate Estate immediately..
BenefitWallet Cons: Terrible customer service.