Sterling Administration Reviews

By far one of the WORST company to deal with. Unprofessional, untrained staff and incompetent beyond words.

Took 3 weeks to get an email response to a support question I had. I emailed them 3 TIMES over the course of a 2 week period and after I received a response asking for my info, it took another WEEK to have them take action. Very frustrating.

Logging in to check your account is like trying to steal the declaration of independence. Emails go unanswered. No certainty as to whether funds will be available. This is the only bank I have ever had these issues with.

Several years ago, I started an individual HSA at Sterling. It was cumbersome, and took a ridiculous amount of time and effort to set up and GIVE them Money. Transferring money which you must first deposit with Sterling to invest with their partner, TDA, takes a ridiculous amount of time. Their website is very poorly designed.... your account links are on the left margin, blank space to the right....click a link, and you don't see that your info has loaded far down on the page. EVERY year-end (December), there is an issue with incorrect information on the site about next year's contribution limits and the application appears to allow scheduling a contribution in December for a January contribution, but in fact fails. Every year I ask to have this escalated to the Tech Dept, and every year the problem persists. After yet another change to terms (they now require I keep an extra $500 idle in the base account and cannot transfer / invest it at TDA, so they earn money on my money, while I lose out), I am trying to transfer to a new HSA administrator and shut this mess down. NO progress in over two weeks and multiple calls, letters, emails from me, TDA,or Fidelity (new HSA administrator); I now discovered multiple Service reps gave me explicitly wrong info. Promises for a call back result in no call. They don't tell you upfront, but they have no process or will not do an institution-to-institution transfer if you want to move your HSA to another administrator. Apparently, they'll take your money but make it very difficult to get it back. I would NEVER recommend Sterling!

THE WORST! JUST THE WORST IF YOU NEED ASSISTANCE HOPE TO GOD YOU DON'T HAVE TO DEAL WITH STERLING!

Great company with great people. Very accommodating and willing to help you with what ever issues may arise. The VP there was amazing as well as the customer reps. Thank you.

It's nice that you can use a debit card to pay, but watch out. They have policies they don't inform you of, even when they affect you.
I had a pretty new HSA with them and needed to go to physical therapy a lot, so when I actually used my HSA to pay for medical expenses, I used it up pretty quickly.
Apparently, if you go below $20, they shut off your card, without warning, and don't turn it back on again when the balance goes back up, no matter how high it goes.
You have to call them to reset it, but there isn't really any rule for when you can call and reset? So it seems pretty arbitrary.
I asked the person I called if there was a notification of this policy that I missed and she just said no, without apologizing for the misunderstanding/inconvenience.