Consumer complaint received 2026-04-16 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Problem with a lender or other company charging your account — Transaction was not authorized
Company: WEBSTER BANK, NATIONAL ASSOCIATION
State: IL

Complaint narrative:
Subject : Formal Complaint Against HSA Bank Unjustified Dependent Care FSA Claim Denials and Failure to Provide Required Explanation To the Consumer Financial Protection Bureau, I am submitting this formal complaint against HSA Bank regarding the repeated, unjustified denial of valid Dependent Care FSA reimbursement claims and the institution 's failure to provide any specific explanation for those denials as required by law. COMPLAINT SUMMARY : HSA Bank is the administrator of my employer-sponsored Dependent Care Flexible Spending Account. I have submitted valid, eligible dependent care expenses specifically daycare costs for my qualifying dependent child and have been denied reimbursement on multiple occasions. These are the same types of expenses, submitted in the same format, that HSA Bank has previously accepted and reimbursed without issue. Despite repeated attempts to understand the basis for these denials, HSA Bank has failed to provide any specific reason, has failed to cite any plan provision, and has failed to explain what documentation if any would be needed to approve the claims. This violates my rights under ERISA to a full and fair review of denied claims. I have XXXX of dollars in this account designated for dependent care expenses. These funds were withheld from my paycheck on a pre-tax basis. If I am unable to obtain reimbursement before my plan year ends, I will lose this money entirely due to FSA use-it-or-lose-it rules. HSA Bank 's unexplained denials are directly causing me material financial harm. SPECIFIC CONCERNS : 1. HSA Bank is denying valid, eligible claims without providing specific written reasons as required under ERISA 2. The denials are inconsistent identical claim formats were previously approved 3. HSA Bank has not engaged meaningfully with my attempts to resolve this 4. I am at risk of forfeiting thousands of dollars in lawfully withheld pre-tax funds RELIEF REQUESTED : 1. Investigation into HSA Bank 's claims denial practices 2. Requiring HSA Bank to provide specific written explanations for all denied claims 3. Requiring HSA Bank to re-review and appropriately reimburse all valid claims 4. Ensuring my account balance is protected from forfeiture while this complaint is under review I have also sent a formal written complaint directly to HSA Bank 's compliance team and have notified my employer 's HR department. I am also filing a concurrent complaint with the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ( XXXX ). I am happy to provide all supporting documentation including denial notices, prior approved claims, and correspondence records upon request. Thank you for your attention to this matter. Respectfully, [ Your Full Name ] [ Address ] [ Phone Number ] [ Email Address ] [ HSA Bank Account Number ] [ Employer / Plan Name ] [ Date Range of Denied Claims ] [ Date ]

Company response to consumer: Closed with explanation