For an example from my own life (technically less relevant because if it comes down to it I'm fortunate and stubborn enough to win the lawsuit if that's what it comes down to, but swap me for any of their other million customers and the story still applies), my HSA has unilaterally made owning a sufficiently modern smartphone (<3yrs practically speaking, though it depends a bit on the manufacturer) with all the secure enclave bells and whistles mandatory to access my money I voluntarily placed into their system under a completely set of rules. Customer service has gone nowhere. If I couldn't afford the lawsuit, what options would I have? The employer offering the HSA a decade ago was just trying (and succeeding) to provide a nice benefit. I would've been insane to turn down a bunch of free money from my employer when the only stipulation was that it went through a third party taking a <<1% cut. The fuck-the-customer mentality happened later, and suddenly enough I couldn't do anything about it. If some family caves to their demands to access their own money, I'm not going to be the one to blame them for not being intentional about their decision making.