Contact HSA Bank Support

This app is horrible and, despite the 1 star review, it doesn’t seem like they are doing anything to fix it. Where to begin? The log in is a pain. Most of the times, you have to try two times because the first time it’s just stuck. Despite telling it not to challenge my device, I kept having to do an extra step to verify before I can move forward. And once I finally get into my account, the app is sooooo slow at doing anything. And MANY TIMES my claim gets rejected because the system did not receive the second page, despite showing that it did. And that took me awhile to figure out as the rejection notice is very ambiguous about why it rejected my claim and what it wants from me. You get a standard rejection notice. AND DONT EVEN TRY TO CALL CUSTOMER SERVICE because I gave up on that a year or two ago because all they can do is send an email to the claim company because it’s a third party situation. Most of the times, I just end up using the website instead of the app. But the website is equally bad so I have to switch back and forth and try to pick the lesser of two evils to get the work done. Very upset that I’m always required to DO TWICE THE WORK because of how horrible this app and website is.

The old app wasn’t perfect, but at least it mostly worked, and I could do basic things like see my account balance, and log in securely with Face ID, and upload receipts. This app doesn’t even show pending transactions (three this month that HSA bank texted me about, and said “log into your account to see the transaction details” just aren’t there - I finally found them buried deep in a menu on a random page that allowed me to use an SSO link to pull up my account history) doesn’t save my login info, and I’m not going to trust anything that pulls up a pop-up in-app browser to upload receipts reliably, and not lose my HIPPA protected data - not to mention how painfully slow the okta links are to load… I have no idea why, in 2022, a BANK would choose to do a scrap-and-replace project like this, rather than continuous improvement of their existing app, but this app feels like a irresponsible release… If I could give it zero stars, I would… (This is a petty aside, but it gives a window into the lack of attention to ANY details in the app: I don’t know how this even made it past HSA’s marketing team - their logo doesn’t have the appropriate spacing around it, and is just crammed up in the top corner.)

I trusted the previous app to save my receipts from the year, thinking that this functionality would not just randomly be removed. All of those receipts have been deleted and I don’t have back up photos. I guess you were not supposed to use that to save your receipts at all. I am very disappointed and wish there would’ve been some kind of warning for us to download our data out of the app before they just got rid of it and told us we weren’t allowed to login anymore. I didn’t think I would need to keep separate back up photos of paper receipts since this is my HSA’s app and it offers this function as a way to record data. Very disappointed that we were not at least told to get our data out of the app before the company just completely changed it. Did they not understand that people were going to lose things that were only in the app and not on their site?