Complaints

This profile includes complaints for Banner Health's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Banner Health

  525 W Brown Rd Mesa, AZ 85201

• 

  Banner Health

  1111 E. McDowell Phoenix, AZ 85006

• 

  Banner Health

  6644 E. Baywood Avenue Mesa, AZ 85206

• 

  Banner Health

  PO Box 2978 Phoenix, AZ 85062-2978

• 

  Banner Health

  13640 N. Plaza Del Rio Blvd. Peoria, AZ 85381

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I chose this insurance a year ago on the marketplace. They lady that did it said that it was very good for a single person. A year alter all my medical claims were denied except my $3 medication. If you are able to get ahold of a department, it's usually a call center in *****. They will send you to many different departments and then fake that they solved your issue. I have been paying over $100 a month for no coverage and after I cancelled the policy. My new (lovely) insurance agent cancelled the plan on the marketplace, but somehow it's not going through and I am getting charged every month. Even calling and having it canceled over the phone. Apparently there is "no record" of me calling. This is now my third time calling them and I am being transferred again to another department. My amazing new agent from ********** said that I was paying to have no coverage and wasn't receiving any benefits from paying them. THIS BUSINESS IS A SCAM!!! I want all my money back from this scam of "insurance".

  Business Response

  Date: 12/11/2024

  Note to BBB:  You have inadvertently sent this patient's complaint to the department of Banner that deals with medical and medical billing concerns. Unfortunately, we are unable to address issues with Banner insurance coverage. Please submit to Banner insurance so that her concerns can be addressed. Thank you.

• Initial Complaint

  Date:12/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reached out to customer service in September 2024 and I spoke ***** and **** in **************** and she has been sending "Tasks" a total of 4-5 have been sent to the billing and collections over the time of the 3 months we have been in contact trying to get the collections balance reinstated back in and corrected. Banner imaging sent 2 claims to ***** for the same service that was provided on 12/22/22 and the first was approved and paid by ***** on 1/9/23 and then the duplicate was sent from banner to ***** on 4/19/23 and denied. My account was sent to collections for a balance of $1,481. The balance in accordance to the *** should be $287.28 from 1/9/23. The account was audited and verified for that balance and to no help we have not been able to pull the account back from collections have it corrected for me to pay it. I was told today after spending 3 months of back and further and making my best effort to resolve this I need to speak with another department. Prior to this I was told the financial system was changed and my account is a "Legacy" account and needed to be worked other ways with certain access holders. I have been very patient and have been trying to work with the team and would like to have this resolved ASAP. I would like to resolve this pay the $287.28 and have the credit report(s) updated appropriate. I was transferred to *** in collections today, he said he would escalate this and was told I needed to wait another 2 weeks to hear back. I have spent time and communication with ***** and **** the copies of the ***s (sent sept 2024) for the claims and balance correction, I was now told there are NO notes from all the documented calls and information I have provided. This is ridiculous. I am trying to purchase a home and cannot do so with this on my report. I have made every effort to stay in contact, provide all the information from insurance and no one is working with me and just shifting responsibility from one department to another.

  Business Response

  Date: 12/12/2024

  The patient's concerns were escalated to management for review. Banner will be adjusting the patient's balance to $287.28 - then sending her an updated billing statement.

  Customer Answer

  Date: 12/12/2024

  The issue of this being sent to a collections agency as well has not been addressed for the improper billing and balance. Banner should acknowledge if they will reinstate this and have it removed from my credit report as the balance is incorrect with the 3 credit bureaus as well. Will this be removed from all three bureaus and addressed so I can make the full payment? And, is documentation or anything provided so this can be addressed with the 3 credit bureaus? The updated amount and escalation is appreciated, but the credit reporting needs to be addressed.

  Business Response

  Date: 12/19/2024

  Banner does not report to the *************. We have contacted the collection agency and advised them to remove any negative reporting to the credit bureau for the patient's account. 

• Initial Complaint

  Date:12/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  October 22, 2024 I fell off the bed at Banner Boswell in ********. I went in for a x-ray on my left foot. Doctor ***** said this is not ********* or Burger King get it your way! I have 66 other patients! I tried getting the attention of several nurses to help me off the bed because Dr. ***** is too busy. I called my husband to come for me. I tried calling out to nurses to help me they kept walking by talking to each other. I tried getting off the bed. I stepped down and fell off the bed, I hit my head, knees and elbows. They didnt check me for a concussion, any injuries so yes I said several cuss words to the staff because they ignored me. My complaint went from adminstration to the CEO of the hospital and he said I had no case against them! He ignored me because I used foul language I said f*** you and your staff for letting me **************** and not looking at my injuries and the entire staff was laughing at me which my husband heard because I had called him so he listen to what they were saying to me. I left the hospital and went home. I had a 2 black eyes, injuries on my knees, my elbows which I had cubical surgery on, my head had a bump immediately, I had neck surgery and was in pain I went to 4 doctors to document the injuries. A chiropractor, 3 doctors who would not help me file a complaint against Dr. ***** they are like the mafia they dont snitch about other doctors. They refused to check me for a concussion. I have fibromyalgia and the pain went from my foot to my new injuries! Im very disappointed with this hospital visit! I see they have 1 maybe 2 stars for their services. This is ridiculous. I feel so sad for the older people who go there. They probably let them pass away in their care. In ********* where Im from would NEVER threat patients this way from emergency room to doctors!!! They have compassion and help everyone no matter their ******************** ****** ************

  Business Response

  Date: 12/06/2024

  We are so sorry to hear this was your experience.  It sounds like you need to speak with Banners **************************** to have them look into your request.  Please reach out to them at your earliest convenience.

• Initial Complaint

  Date:12/04/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife went for her annual physical that my health care covers for free for us and Banner Health charged us directly because they did not code the visit properly. When we attempted to resolve they would not resolve the issue and my wife paid for it in full. This is a bad company and they continue to do business this way unchecked and I am not going to put up with it. They are the only game in town and they are punishing the locals for it.

  Business Response

  Date: 12/11/2024

  The patient's account is being sent to Banner's ***************** to verify that the codes used are supported by the medical documentation.

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/21/2024 I paid $3,699.66 (remainder of my out of pocket insurance cost) to Banner fast track for an upcoming procedure. The following day my insurance called and told me I was given a false approval. They would not be covering any cost - thus leading to the cancelation of the procedure. I called Monday 11/25 to cancel and request a refund. I spoke with ***** who told me they dont do refunds. I had prior issues with this **** so I requested to speak with a manager. I was told well she cant help you anyways and I cannot transfer you. She then provided me a phone number to call for a refund - this phone number led to **** of ND - it was an anonymous whistleblower line. The manager called me back and confirmed I was given the wrong contact. I confirmed twice with ***** this phone number. I believe I was purposefully given the wrong number as ***** felt she could not be bothered. I ended up calling the main banner billing line - the *** ******* had to place me on hold to ask a supervisor and then said the refund process was started. She was unable to provide me a confirmation of ******* procedure day came and went. I did not have the surgery. I need $3,699.96 refunded to my card. Every person I speak with at Banner seems to pass the buck to the next employee or they tell me thats not their department. I dont understand how the billing center *** needed to ask a supervisor how to process a refund. I want this case close and my payment refunded. My insurance, Meritain and Banner both dropped the ball on this and I should not have my funds withheld due to their mistakes.

  Business Response

  Date: 12/05/2024

  The patient's concerns were escalated for review. Her refund will be initiated today. It may take 3-5 business days for the issuing bank of her card to show the refund.

• Initial Complaint

  Date:11/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  According to *** services automated debt collector I owe Banner Medical Group East $169.50. While have no issue paying a debt that is owed, it seems reasonable that the medical provider would be willing to furnish validation of this debt. This is nominal amount but it is a matter of principle. I currently have Banner/ Aetna HMO. I have never missed single missed payment/bill in my lifetime. Banner bills me directly for all sorts of things so how could you fail to send me a bill for this small amount then refer it to the worst debt collection company ever (just read a few reviews/complaints about your vendor, *** services, Banner!) after spending several hours on hold attempting to speak with someone at *** services to at least validate the debt, I gave up. It appears, they will not provide anything information on the debt other than option to pay this mysterious debt from Banner. Meanwhile I have not even been sent a single letter, bill, etc to verify when this debt would have occurred, or, for what. I attempted to call Banner billing to get information but you just refer your customers to *** which in turn offer to take payment automatically or put you on hold for several more hours before once again disconnecting. Please provide validation of this outstanding debt which you referred to a debt collector rather than just appropriately communicating to me to pay via any number a mediums that you communicate with me on a regular basis.

  Business Response

  Date: 11/25/2024

  Banner billed the patients insurance 04/25/2024. We received a denial from his insurance on 04/30/2024 stating that the services were non-covered.
  Banner sent bills for his $339.00 balance - to the address the patient listed on this BBB complaint - on 06/12/2024, 07/27/2024, and 09/10/2024. On 10/23/2024, Banner applied a self-pay discount to the patients account bringing his $339.00 balance down to $169.50.
  On 11/04/2024, the patients account was placed with collections for non-payment per our standard billing process. We will send the patient an itemized statement as validation of his debt so he can make arrangements with the collection agency for payment. 

  Customer Answer

  Date: 11/25/2024

  The issue with Banners response is that not one of bills was mailed to my address. The first notice I am getting of bill came this month from a collections company rather than my care provider.  Which is a pathetic level of service, and a complete failure by Banner.  Prior to this had not idea about collection or unpaid medical debt.  I am current existing customer!  I receive mail, email, a portal, and app, etc via Banner all which come directly to me.  I have never missed a bill in my entire life. My credit score is literally a perfect.  Furthermore, I called Banner which referred me to Banner ********** representative **** Q (ID: ******** with a call reference of #*********.  **** confirmed that he could find no outstanding amount owed that had not been paid.  I have no problem paying a bill that owe, however, how am I supposed to remain a customer of ********************** Aetna if Banner can not appropriately deliver me a bill given that countless communication mediums available to reach me, then without any attempt to notify me of bill, send me to collections.  I have years worth of informed delivery notification saved, and yet not one bill notice on, or around, the dates described.  A fair resolution would be for Banner to rescind the collections, and I will happily pay any outstanding bill in full to banner as I have with all other bills they actually supplied this year.  

  Business Response

  Date: 11/26/2024

  Banner will remove the patient's account from collections - so that he can pay Banner directly. When referring accounts to collections, Banner does not report to the credit bureau. The account has not been with the agency long enough for them to report it on the patient's credit. Once back from collections, a new statement will be sent to the patient.

  Customer Answer

  Date: 12/12/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  This matter was resolved directly by Banners legal department including their senior most executives whom were contacted directly regarding billing practice concerns brought up by their co branded insurance partner *****.  The entire bad debt sent to collections by Banner was inaccurate. It was an always a covered benefit which if billed accurately would never have been billed to me in the first place. Additionally after further review my Banner, I not only do owe the amount they sought to collect in collections, but I am receiving a refund. Lastly, the company they utilized as their vendor to collect debt violated FDCPA on several on occasions. This was addressed with both Banner Executives and Meduit Executives directly. I hope that Banner will take more care to ensure accuracy, bill accurately, and provide bills to their valued customer before sending their patrons to a collections vendor, *** services, that has hundreds CFPB complaints.  

  Regards,
  
  **** ****
  
   

  
  

• Initial Complaint

  Date:11/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My previous screening mammogram results indicated that I have dense breast tissue (per Banner Del E **** Medical Centers ****** ****** Center for Women's Health imaging). Using Banner Imaging's recommendations and the leading medical organizations, my provider FNP Lambeth ordered a SCREENING mammogram with additional SCREENING breast ultrasound as medically necessary tests for breast cancer detection in dense breast tissue.Dr. ****** *****, MD, a radiologist with Banner Del E **** Medical Centers ****** ****** Center for Women's Health, performed the imaging and submitted a claim to my medical insurance Cigna as a DIAGNOSTIC ultrasound with *** code ***** instead of the *** code for a SCREENING ultrasound. Due to Dr. ******* billing the wrong *** code to **************** I received a bill for $421.09 Banner Imaging for a DIAGNOSTIC ultrasound. "***" stands for Current Procedural Terminology. These codes are a uniform system for coding medical services and procedures that are used for billing public and private health insurance programs.I contacted Banner Health imaging billing department about the incorrect *** code billed by their Dr. ***** to my **************** and the billing department gave me a lot of resistance despite obvious evidence of the doctor's billing mistake. Also, I requested to postpone reporting my bill to a collecting agency by Banner imaging while I conduct my appeal, but my request was denied by the billing department. In addition, on October 31, 2024, I called Banner Del E **** Medical Centers ****** ****** Center for Women's Health Imaging and asked to give a message to Dr. ***** to correct the billing code. Instead, I was told that a director would call me back, but nobody ever contacted me. And the bills for $421.09 just keep on coming.

  Business Response

  Date: 11/21/2024

  The patient's concerns were escalated to management of Banner's ****************** After review of the medical documentation, it was determined the codes were appropriate. No changes can be made to the coding. The balance on the patient's statement is the amount that her insurance applied to her deductible - rather than paying to Banner. Should she disagree with her insurance's decision, she can appeal their determination with them.

• Initial Complaint

  Date:11/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Healthcare fraud - Patient Double Charges for Pre-Surgery Appointment. Date of transaction: 9/11/2024 Amount Paid: $335.23 Issue: Surgeon left banner (not patients fault). Banner instucting me to pay the $335.23 again to continue service with another surgeon. Banner committed to provide surgery services to remove cyst in index finger. I (patient) paid $335.23 to meet with Dr ******* ********* for pre-surgery appointment. Banner let me know Dr ********* left Banner and I needed to choose a different surgeon and pay the $335.23 again. I called surgeons office to discuss this issue and they told me it was a different surgeon and I had to pay again to get same service I had already received. They suggested I call my insurance company ***** to understand benefits. ***** said if they bill under a different provider I was subject to paying again. I then called Banner central billing office for a possible billing adjustment. Billing office said they couldnt do anything, it all depends on what billing code the surgeons office uses. I then called surgeon office back to see if medical team could code differently. Office person left a message with medical team to see what they could do. They called me back that medical team said I had to pay again. I dont understand how a surgeon leaving Banner creates a financial burden on the patient. This is wrong. I still have to pay $1,200 for the actual surgery. This was just the pre-surgery appointment.

  Business Response

  Date: 11/18/2024

  The patient's concerns were forwarded to management for review. It was determined that the appropriate resolution is to refund the patient's payment. The patient should see the refund posting to her credit card within the next 5-7 business days.

  Customer Answer

  Date: 11/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** *****
  
   
  

• Initial Complaint

  Date:11/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  WE RECEIVED THIS BILL FROM BANNER DME ON 7/19/2024 REGARDING A DOC BAND HELMET TREATMENT THROUGH ********************. PRIOR TO STARTING TREATMENT FOR THIS DOC BAND HELMET WE HAD TO GET INSURANCE APPROVAL AND WE WERE ADVISED THAT OUR INSURANCE COVERED THIS DME AT 100% SO THIS DOC BAND HELMET WAS AT NO COST TO **. WE ALSO SIGNED THE DOCUMENTS AT ************ THAT WE OWED 0.00 DOLLARS FOR THIS TREATMENT COURSE. AT THE END OF OUR SONS DOC BAND TREATMENT WE RECEIVED A BILL FROM BANNER DME FOR 3200 DOLLARS. WE HAVE CALLED NUMEROUS TIMES TO BANNER DME TO GET ANSWERS REGARDING THIS BILL AND IT HAS BEEN ESCALATED TO THE MANAGER NAMED ******** IN AUGUST WHO HAS YET TO CALL US BACK. WE ARE NOW GETTING MESSAGES ABOUT THIS BILL POTENTIALLY BEING SENT TO COLLECTIONS. NOT ONLY IS THIS DISCONCERTING, BUT UNPROFESSIONAL AND FROM SOMEONE WHO WORKS IN THE MEDICAL FIELD I AM EXTREMELY DISSAPOINTED HOW THIS COMPANY DISREGARDS ISSUES. MY HUSBAND ALSO WORKS FOR BANNER AS A MEDICAL PROVIDER AND THIS IS HOW THEY TREAT THEIR OWN EMPLOYEES. I WOULD LIKE ANSWERS TO THIS ISSUE IMMEDIATELY BEFORE OUR CREDIT IS AFFECTED.

  Business Response

  Date: 11/18/2024

  The guarantor's concerns were escalated to management for review. It was determined that an error was made by Banner while verifying insurance eligibility. Banner will be adjusting the balance to $0. 

• Initial Complaint

  Date:11/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to dispute charges for an ** visit on June 9th, 2024, as well as charges from Banner ************ I initially visited Banner *********** at 2015 *********** due to extreme vertigo. After describing my symptoms, the *** informed me they could not help and advised I visit the ** instead. I was told to go to the Banner ** on ******** for quicker service. No care was provided at ***********, and I was instructed to proceed to the **.Upon arriving at the **, I explained the ear pressure and pain I was experiencing, which I believed was causing the vertigo. The staff conducted basic tests like vitals, blood work, and a ** scan, but did not examine my ear, despite my complaints. The ** scan did not address the root cause, and I was sent home with anti-nausea medication, but no resolution for my symptoms.Afterward, I visited my primary care physician, *** ****, who examined my ears and diagnosed a severe ear infection in both ears, which was the true cause of the vertigo. *** **** prescribed antibiotics, which quickly alleviated the vertigo, though some hearing loss remains permanent.I believe I should not be billed for the ** scan or any services provided by ***********, as basic procedures, like an ear examination, were not performed, which could have diagnosed the issue without unnecessary escalation. The *********** facility declined to offer any care, and therefore I feel I should not be responsible for those charges.I have contacted Banner multiple times, most recently on October 15th, but have yet to receive a response, other than a new bill. I appreciate your attention to this matter and look forward to a resolution.

  Business Response

  Date: 11/12/2024

  We're sorry to hear about your experience at Banner ************************************* Center. In order to protect your privacy, please contact Banner Health Patient Relations to file a formal grievance and request compensation for your care. Once a formal grievance has been filed your care will be investigated, the results of the investigation will be shared with you, and your compensation request will be reviewed. Patient Relations can be reached at ************.  Thank you and we await your call. 

  Customer Answer

  Date: 11/12/2024

  I appreciate that Banner has reached out and provided a way to contact someone. I have been trying for months now to handle this issue and am apparently not speaking with the right department. Once I speak with someone regarding the issue, I will consider the issue resolved. 

  Business Response

  Date: 11/13/2024

  Someone from the Patient Relations team will be reaching out to you regarding your complaint. Thank you for your patience. 

  Customer Answer

  Date: 11/18/2024

  I have spoken with someone following the last correspondence from Banner and have been referred to another division to contact. I will consider the issue on the path to being resolved when this issues proceeds forward in some fashion. I would be happy to have Banner reach out directly to me in order to start getting this issue resolved.