Benefit Wallet HSA Company misleads it's members when trying to cancel/transfer to new providers Pittsburgh Pennsylvania

 My company recently switched HSA providers and encouraged all employees to transfer their existing HSA accounts with Benefit Wallet to the new provider. This could not have been e bigger head ache dealing with poor undertrained customer service personnel. Aside from the 10-15 minutes it took on average to get a representative on the phone, it on took an additional 10-15 minutes before getting transferred to another rep who struggled to answer my questions. I requested that my account be cancelled three times before it actually was. This not only caused me to incur penalty charges with Benefit Wallet, but my check transfer to my new provider to bounce twice adding additional fees. Each attempt to resolve this issue I was assured by reps/ supervisors that these fees would be refunded and that I would be called within 10-15 business days. After two months of waiting for a response I called back only to learn that these requests were declined and the callback I was promised was not possible due to high call volumes. If a good customer experience is something you value I would discourage you from doing business with this company. Their customer service is clearly not properly trained to service their customers and provide no consistent direction. The only consistency I observed was a complete lack of direction and know how when resolving an issue.