Mellon Bank HSA a Joke of a Company

In September of 2008, I requested an address change from my New York City home to my Connecticut home. Simple enough, right? I was told by the rep that the changes would be made. Taking them for their word, I moved on with my life.

But not for long.

In October, I began receiving medical bills not covered by my insurance carrier. The HSA account is solely used to pay these types of bills. HSA = Health Savings Account. I called HSA to ask them to send me a checkbook or debit card or something so I could pay the debts.

They wouldn't even speak to me because I could not confirm the address.

After several repeated calls to various people, I was finally informed the address was still New York City. When I explained the address had been changed a month prior, they said that was impossible. My insurance carrier has to send a request form to Mellon Bank. I can not change the address myself.

I call Blue Cross Blue Shield and ask that they change my address. They do and they say they will notify Mellon Bank. Once this is complete, they can mail me my check book.

It is now November 12th. I've logged over 20 calls (one per day) asking when this will be done. Mellon Bank says they never received the request from BCBS. BCBS has since sent the request over 6 times to Mellon Bank and says that is all that they can do on their part.

I've had conference calls with a BCBS rep and a Mellon Bank rep with no one knowing a thing on how to change the address.

I finally requested they just mail the card to the old address and I hopes my change of address forms filed with the post office would take over and ensure the card got to me.

Mellon Bank refused since it was the wrong address.

*Que the medical providers and collections people calling demanding payment*

I finally called demanding a supervisor. I'm usually a completely understanding person but when my credit gets threatened because people are incompetent...I have a problem.

The supervisor is supposed to call me back. Never does. I call again knowing I would just have to badger people until I could get an answer.

When I finally do get in touch with a supervisor, she asks for me to fax my new address to her personal fax and she will make sure it gets done. She said to let 48 hours go by and then she'll call me back to confirm the changes have been made and a check book can be issued to me.

48 hours pass.

No call.

I call them back asking for the supervisor. She looks in the system, says its not changed, and will call me back.

And I'm still waiting.

Comment On This

I just wanted to let folks know that the extremely poor customer service issue has not been resolved. If you are shopping for a good HSA solution, ACS Mellon is NOT the one to go with. Their customer service reps won't do anything for you and act as if they couldn't care less. They are very rude. Everytime I have had to call them I hang up the phone with my blood pressure thru the roof! I've complained to their home office and nothing was done. Don't waste your money on them.

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Mellon Bank HSA...never meant a fee they didn't like to eat your healthcare $$$ up with.

Shameless.

Obnoxious.

Not up front.

Charge $25 when you close your account and move to another HSA provider -- don't bother to mention it in any sort of concise way until it is too late.

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The only thing that makes me feel good about your message and all the other comments is that apparently I am not the only one. I am so frustrated with these people and their lack of customer service!!

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You are obsolutely right. They provide no services. I try to change my address since last year... called, faxed and even talk to one reprentative in person...so far nothing happened.

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Mellon HSA is a SCAM!

-they have kept my money and refuse to send it to me. They keep promising to send it after new checks, new fees, etc. but they never send it. i NEVER DID GET MY MONEY FROM THEM!

HORRIBLE COMPANY!

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ACS Mellon has high fees, undisclosed fees, and no customer service. When I closed my HSA account, ACS Mellon waited more than a month to release the my funds and then withheld $28 of my balance for no reason. ACS Mellon refused to return my money.

I was not able to contact the bank directly, as they use a third-party service center to deflect all complaints. The supervisor I spoke to there said she had no ability to resolve complaints; she could only forward complaints to the bank. Useless.

Do not do business with ACS Mellon--the company behaves irresponsibly and engages in anticustomer, possibly illegal practices.

Comment On This

I am new to MEllon bank as of the summer of 2009 and I already want out. I have a new HSA account with Mellon and my school district takes the money out of my paycheck at the end of the month to put towards my HSA account and it doesn't even get posted to my Mellon account until the 15th of the next month. What's that all about? What makes me very angry is when they tell the person at the District office that they have received the funds, but then take forever to post it. Lies, lies lies! I will not be doing this again. The telephone operators are as sweet as pie, but they can't really solve problems.

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I have had similar experience with ACS Mellon Bank ACS account. Who do you complaint to? Better Business Bureau said it can not handle this type of issue as it is not a product.