Shocking Service and Ongoing Delays from Agility Health

I am extremely disappointed with the service I received from Agility Health. I had continuous problems with my Medical Savings Card—specifically the PIN, which never worked despite multiple resets (each of which I was charged for, even though they failed).

After weeks of back-and-forth emails, I had to calculate and prove, using my own records and debit orders, that funds from my previous card were not transferred to the new one. Only after my efforts was the money eventually moved over—something Agility should have picked up themselves.

Due to all the frustration and lack of support, I cancelled my account on 14 April 2025. I completed and submitted all requested forms and documents immediately. I received confirmation that my cancellation was sent to the accounts team—but since then, nothing.

I followed up again on 20 April asking about the refund of my remaining balance. Today is 2 May and I still have not received any refund, nor any proper feedback.

This experience has been completely unacceptable. I feel let down, ignored, and forced to escalate the matter to external authorities. Agility's lack of accountability and customer care is truly disappointing.