Somehow after working with HealthEquity for years and having 0 problems getting things like actual medicines and actual legitimate childcare approved smoothly, lively needs a ton more documentation. They are acting like they are the IRS rather than a holder of MY money. I am getting medications from pharmacies declined, after school invoices declined, etc etc. I can justify all of this to the IRS if needed but for them to decline and not pay me my own stuff is about 10 steps too far.Lively has been absolutely terrible to work with and they need to get their heads out of the bureaucracy about 5 times and understand that if we use our child's school's after school program it's legitimate. If I am ordering from a credentialed pharmacy it's legitimate.Such a headache. Stop trying to keep my money, it's mine not yours unless you want to start paying me to work through your convoluted processes.
We’re sorry for the frustration. Childcare and medication reimbursements are essential, and while we have to follow IRS documentation rules, we never want the process to be a burden. Please send us a secure message from your dashboard and mention this review—our team would be happy to review your case and get this promptly resolved for you.