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After years of having same HSA account my employer switched to Alight. It’s like we went back to dark ages! App is not user friendly and is constantly locking up so you cannot see what you are trying to submit and then you loose all your info. HSA cards a month delay in shipping so I submit claim to reimburse myself. Claim says processed and paid and my bank acct was confirmed. Called multiple times as my bank shoes no deposit yet App and website show withdrawal. CS says idk looks ok? I ask to speak to manager. They ask foe my contact info and someone will call me in a few days!!! What? Where is the assistance? You cannot even submit help email contact or call back. And be prepared if you call you have to answer 5 min worth of validation questions and menus to go thru. I hope our HR Dept requests feedback for this new vendor as this is the worst! Running balance in your account isn’t even real time.

I tried to login today to submit a receipt and it said my password was incorrect. I followed the steps to reset the password, including answering all the (proven insecure) security questions correctly but the app refused to accept the new password. After trying a couple of times, I called the customer service number provided. The CS rep basically tried to gaslight me and wanted me to believe someone else had my user name and the exact same answers to all the security questions?! They suggested I open an entirely new account. Knowing that would likely cause even more issues, I went to the website instead, logged in with zero hassle and was able to submit the receipt there. Skip the headache and avoid using the app at all costs. Faxing would be easier, and I’d have to drive to Staples to do that.

The IRS may want proof that expenses are utilized for qualifying medical items, but, the services rendered by the company demanding this “proof/receipts” should be responsible for the gathering of this documentation. Here’s where being an ill patient and a gofer differs greatly. Most people use the same doctor(s) dentist etc, for years. Doctors, dentist etc have what’s called residency and a practice located at specific locations for years if not decades. They are not a band of roving trucks or ambulances parked under shade trees with no real hone base. Because of this anchoring base it should be easy to cross check out of a historic record that the doctor(s), practice location have not changed from the previous submission of receipts. Yet this company and this app have zero interest or motivation to change, develop or grow with modern communication and records keeping, For years I have expressed this same opinion as fellow coworkers have. Zero response, zero change, zero cooperation, zero improvement, zero customer service to we the patient, we the ill, we the recovering. Why is this? You ask for input, yet talking to oneself or a wall is as effective. Regards