Complaints

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

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• 

  WellCare Health Plans, Inc.

  PO Box 31370 Tampa, FL 33631-3370

• 

  WellCare Health Plans, Inc.

  8735 Henderson Rd Tampa, FL 33634-1143

• 

  WellCare Health Plans, Inc.

  PO Box 25735 Tampa, FL 33622-5735

• 

  WellCare Health Plans, Inc.

  PO Box 31401 Tampa, FL 33631-3401

• 

  WellCare Health Plans, Inc.

  PO Box 31370 Tampa, FL 33631-3370

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:02/27/2023

  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.

  I had a ****************** Plan and Wellcare somehow changed my ******** to their Healthcare Advantage Plan. I have had ******** for many years as I am 80 years of age. I never had a Prescription drug Plan with ********. I have had a Prescription Drug Plan with TRICARE FOR LIFE, a Department of ******************** and Health Care Provider and that became effective in July **** when I married my husband who was Honorable Retired from the U.S Army. (in ****) ******** and TRICARE agreed that I did not need the ******** Drug Plan and I would obtain my prescriptions from TRICARE, at a Military Base, thru local civilian pharmacy's or from Express Scripts. I have done that since **** and ******** and I were in agreement.Now Wellcare has changed my ******** Plan to their ******** Advantage Plan, of which I did not want and I did not need. They are now trying to force me to pay $117.00 for the months of January and February and then $58.60 per month for at least one year. The account number is ******** and the Mailing address is Wellcare, ***********************************************. Wellcare is saying I have not had prescription drug coverage for the last 179 months and that I must pay a late penalty fee.As a general statement, I would think Wellcare has enough professional knowledge to know that a 80 year old woman, could not go for 179 months (and longer) without having a prescription drug plan somewhere. I have sent them their required documents to establish my prescription drug plan with TRICARE and still they try to make me pay for a service i did not request nor do I want from Wellcare or ********.I am sure many Military Retiree's *** have the same problem. Wellcare has so many addresses that I am not sure who is who, but I guess that is part of their strategy to get more money from people like **** have written them at two different addresses and no response. They are trying to make me pay money they have not earned and have not coordinated with ********.

  Business Response

  Date: 03/13/2023

  Good morning, the issue has been appealed and please allow up to 90 days for the *** decision, ty  

  Customer Answer

  Date: 03/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

   

  That is,  that they want 90 Days to look at the situation. That means, also they will try to charge me, by involuntary removing some of my funds from my ******** and or Social Security Account.

  This is a problem that I will escalate to the congressional level, on behalf of myself and possibly thousands of other Military Personnel who may be in the same situation as myself. WellCare does not "ASK" they "TELL" me what they are going to do. I have provided a copy of my Military ID and Privilege card to NOVITAS Solutions (******** Claims Office) and I am informed by ******, ************* ***************************************************** that with the proof I have submitted to her and a conversation with Express Scripts (TRICARE FOR LIFE Prescription Drug Plan) that I will not be required to pay any funds to Wellcare concerning my prescription drug plan and that my prescription drug plan with TRICARE FOR LIFE and Express Scripts is valid and has been for many years. ****** has a phone number of:  **************  FAX: **************. I know BBB does not need this information but I add it to let BBB know that I am working with other organizations to resolve my problem in a fast and easy manner. However, Wellcare does not and has not responded to me, as of this date, 3/15/2023, 2015 hours. The year may well be over before my problem is resolved with WELL care.

   

   

• Initial Complaint

  Date:02/24/2023

  Type:Product 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 received a flex debit card with my maiden name on it. I've remarried. I have changed my name with Social ****************** AND Wellcare. Received a new flex card today with my maiden name. Spent approximately 1 hour on the phone with Wellcare's representatives in ***** only for them to tell me that they can't change my name and oh-by-the-way, I no longer have the benefits associated with the card. I would never have re-upped with Wellcare had I known that. This appears to me to be a case of bait & switch. I intend to elevate this as far as I can.My member ID: ********

  Business Response

  Date: 03/07/2023

  According to our findings an annual Notice of Change was mailed to the member on 9/19/2022 advising of the changes for the year 2023. Unfortunately ********* Services are no longer available for the current year. Our database does reflect the change in last name as *******.

  Customer Answer

  Date: 03/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: I never received any notice of change. If I had I would not have stayed with this company. And, they do advertise a flex card benefit on their TV ads. This is bait & switch. I have also filed a complaint with the FTC.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/22/2023

  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.

  Regarding my well-care account 347-38276 I am really getting frustrated with not being able to get a call center in ***************** this is ridiculous I do not live overseas I live in the ** period the people that I get in touch with when I have a question do not understand me and I do not understand them and I am getting really frustrated why is this insurance sending me overseas when I call their their number, please provide me a phone number that I can call if I have questions regarding my prescription insurance that is somebody in *****************? Had I known that I was going to be connected to overseas every single time I needed to call I would have chosen a different insurance company one that is strictly in the US.

  Business Response

  Date: 03/07/2023

  Thank you very much for your feedback regarding your experience with ****************.  We are committed to service excellence and, therefore, your feedback has been shared directly with WellCares Director of **************** for confidential handling. Please also be assured that this atter will be tracked as part of our ***************** Program.  If you wish to speak to an on-shore agent,  you may request to be transferred to *****************.

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 19447980
  
  I am rejecting this response because:
  TheirTheir response is somewhat helpful however many times I have asked to be transferred to someone in ***************** and I get told they are unable to do so so maybe they need to be retrained or maybe they just need to honor requests. I did in the meantime get a hold of someone that did help me so far but I think that their customer service reps if they're going to allow them to be overseas need to be told if people ask to be transferred to the US they need to transfer them and not to tell them they have no way to do so
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/21/2023

  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.

  Company refuses to disenroll me after I have repeatedly called to be disenrolled and re-enrolled in ******************* program. I even called during the only month I was told that they would disenroll me and was told that unless I had money they would not disenroll me. I was told this was a ******** supplementary program and upon enrolling found out that it was a ******** REPLACEMENT.

  Business Response

  Date: 03/02/2023

  Hello and Good afternoon, We sincerely apologize for the inconvenience. We have escalated to our enrollment department and **************** has been disenrolled as of 2/28/23.  We have provided the member the disenrollment document via email and **** mail. 

  Thank you 

  Customer Answer

  Date: 03/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is only semi-satisfactory to me and problematic . They disenrolled me but refused to re-enroll me in my ******** plan.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/21/2023

  Type:Order 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.

  my dental policy covered any procedure up to $2500, my bill was a lot less and they only paid a portion and i was left with a $606 bill. *********** ******** has informed me they changed policy in august no to cover as much, how ever neither myself or the denistry was made a ware of changes. my denistry will also sent me a letter to verify this also *********** denistry ************ % **** this was in august 2022

  Business Response

  Date: 03/02/2023

  We have forwarded member's concerns to our dental vendor for review. It was determined that a prior authorization was required however, not obtained. As a onetime courtesy, the plan will pay the claim in question and provider has agreed to reimburse the member. Accordingly once payment is received. Member has been educated on the process and advised to contact the plan if any issues regarding this matter. 

  Customer Answer

  Date: 03/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/21/2023

  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.

  I had an appointment on 1/16/23 at *************** for a PET SCAN under claim # **********. But now I got a bill from Pines stating I owe the full amount, and they stated they never got a payment from wellcare. I kindly ask Wellcare to contact Pines, and ensure this is taken care of. Their phone number is ************.

  Business Response

  Date: 03/01/2023

  Good afternoon 
  
  The plan has made the attempts to reach complainant. On 2/22/23 @ 11:44 am, 2/23/23 @ 2:00 pm and 2/23/23 @ 4:13 pm left detail message. The plan sent issue to claims for review and based on review denied with coding errors, the plan has reached out to provider at *************** to advise of the error left message with ****** who stated will have her supervisor contact the plan. The plan is awaiting contact with provider to advise of coding error of claims to correctly resubmit.

  Customer Answer

  Date: 03/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/17/2023

  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.

  n/a

  Business Response

  Date: 02/27/2023

  Good afternoon 

  The plan is confirming the complainant has been removed mailing and phone list. 

  Thank you,  

  *******

  Customer Answer

  Date: 02/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/17/2023

  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 2-13-23 I went to Rite Aid to pick up my prescription for Dorzolamide Hydrochloride and Timolol Maleate Ophthalmic Solution. They told me the price was $94. some change. I told them the last time I ordered it was $10. I called Wellcare on 2-15-23 and put in a grievence. They called me and said the medication went up and it is staying. I went to Good RX and got it for $16.24. The medication has NOT been raised!!! This is a scam by the company and I want them to research their price and reduce it like all the other insurance companies. My Member ID is ********. Why have insurance if the company won't help you with your costs when it is reasonable to say I believe this company is a scam!

  Business Response

  Date: 03/03/2023

  Hello and Good Afternoon, The reason why ************** was advised of the copay being $94 is because the pharmacy processed the claim for a 45 day supply. A 45 day supply is considered a 2 month supply, so the pharmacy charges the member for a 60 day supply. The daily rate only apply to any days less than 30days, therefore any days that's over 30days and less than 90days automatically counts as a two month supply. Good RX is a coupon and savings pharmacy that has their own contractual agreement with the manufacturer to get the medication at that price.  Each pharmacy has different agreements with the manufacturer and the insurance plans, so the price will vary and be set based on the individual contract. Thank you.

  Customer Answer

  Date: 03/03/2023

   
  Complaint: 19423913
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:02/17/2023

  Type:Product 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 May 2022 I selected a dentist from Wellcare Health approved in network dentist. Received appointments with this specific dentist. Only after second appointment I was informed this practice was not an in network practice. As of January 2023, I received a statement indicating I owed the practice $297. When the Senior planning agent tried to reach out to Wellcare, their (Wellcare) response was "it's not an updated list". When the agent asked how a member suppose to know the difference, they (Wellcare) said she would be more than happy to assist the member right then. When the agent asked what the member should do about the members dental bill, they (Wellcare) suggested trying to work it out with the dentist. The reason being the grievance came to late. A grievance must be filed within 60 days from the date of service. Personally, I feel if Wellcare had not provided me with inaccurate information, I wouldn't have the dental bill.

  Business Response

  Date: 03/02/2023

  We have forwarded your concerns to our dental vendor for review and we were advised he following- ental Grievances Subject: [Secure] RE: ME CMP202302200004 PRC-11573  Hello,  Thank you for the opportunity to assist with *******************************. Internal call records show that the member reached out to Envolve Dental (ENVD) **************** (CS) on 1/26 , 1/31/2023  in reference to the members grievance. Please see screenshot below.   The member is enrolled with ME - Wellcare Assist Open (PPO) - $2000 and has a 50% coinsurance with an out of- network providers.  Please see screenshot below.        ENVD has claims on file for DOS 6/04, and 6/14/2022 (two), where services were rendered with *************************** at Northwoods Dental.  All claims submitted paid out accordingly, leaving the member responsible for the patient portion fee, as this provider is OON. Please see the attached claim details.   This plan allows the member to receive the same services with an out-of-network provider as in-network.   Out-of-network providers can bill the member the difference between the Envolve allowed amount and the providers billed charges. In addition, the member would still be responsible for any applicable co-pay or co-insurance.  Per the screenshot below the member was provided with an explanation of Coverage (EOC) which states the following:    G/A reached out to Northwoods Dental at ************** where I spoke with *****, to whom I provided member demographics and grievance details.  ***** advised that it is the office policy to always make their patients aware of financial responsibility, should their insurance deny and or cover the difference in payment. G/A asked if I could obtain a copy of the office policy,  Chis agreed, and G/A email address was provided. (Please see the attached.)   On 3:41pm, an outbound call was made to ******************** at ************* where voicemail was reached.  A detailed message was left, advising of my outreach to Northwoods Dentals and was provided with the details of the call.  In addition, the member was advised of the information stated above.  My direct contact number was provided should there being any additional questions or concerns. Two additional outreach attempts will take place in an effort to speak with ******************** directly.  Please let us know if additional information is needed. 

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 19410479
  
  I am rejecting this response because:Wellcare gave me fraudulent information from the onset of acquiring an in network dentist.  I based my decision to choose the dentist from wellcares approved in network dentist list.  As of January 31, 2023 this same dentist was still being referred to as an in network dentist. How are members supposed to know the difference.  Because I was misinformed I feel Wellcare is responsible for the remaining bill with North ***** Dental.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 03/21/2023

  We have reopened the case under a new case number-PRC-*****. Case is now pending call review. Once the call review is complete, we will contact you with the information we have obtained upon further review.

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19410479
  
  I am rejecting this response because: They completely mislead me by providing me with an approved in network dentist.  Because of the misrepresentation, I'm now being billed for $297.00.  which is now in a collection agency.  Wellcare is responsible and I want them to pay the bill due plus any other expenses incurred because of their negligence.  
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/21/2023

  Please advised what clarification is needed. Please provide detail of what is needed.  

  Business Response

  Date: 05/09/2023

  *************************** at Northwoods Dental.  All claims submitted paid out accordingly, leaving the member responsible for the patient portion fee, as this provider is OON. Please see the attached claim details.   This plan allows the member to receive the same services with an out-of-network provider as in-network.   Out-of-network providers can bill the member the difference between the Envolve allowed amount and the providers billed charges. In addition, the member would still be responsible for any applicable co-pay or co-insurance. Reached out to Northwoods Dental at ************** where I spoke with *****, to whom I provided member demographics and grievance details.  ***** advised that it is the office policy to always make their patients aware of financial responsibility, should their insurance deny and or cover the difference in payment.   On 3:41pm, an outbound call was made to ******************** at ************* where voicemail was reached.  A detailed message was left, advising of my outreach to Northwoods Dentals and was provided with the details of the call.  In addition, the member was advised of the information stated above. 

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 19410479
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/18/2023

   Internal call records show that the member reached out to Envolve Dental (ENVD) **************** (CS) on 1/26, 1/31/2023 in reference to the members grievance. Please see screenshot below.   The member is enrolled with ME - Wellcare Assist Open (PPO) - $2000 and has a 50% coinsurance with an out of- network providers. ENVD has claims on file for DOS 6/04, and 6/14/2022 (two), where services were rendered with *************************** at Northwoods Dental.  All claims submitted paid out accordingly, leaving the member responsible for the patient portion fee, as this provider is OON.   This plan allows the member to receive the same services with an out-of-network provider as in-network.   Out-of-network providers can bill the member the difference between the Envolve allowed amount and the providers billed charges.In addition, the member would still be responsible for any applicable co-pay or co-insurance. The member was provided with an explanation of Coverage (EOC)which states the following:    G/A reached out to Northwoods Dental at ************** where I spoke with *****, to whom I provided member demographics and grievance details.  ***** advised that it is the office policy to always make their patients aware of financial responsibility, should their insurance deny and or cover the difference in payment. G/A asked if I could obtain a copy of the office policy, Chis agreed, and G/A email address was provided.   On 3:41pm, an outbound call was made to ******************** at ************* where voicemail was reached.  A detailed message was left,advising of my outreach to Northwoods Dentals and was provided with the details of the call.  In addition, the member was advised of the information stated ************* vendor direct contact number was provided should there being any additional questions or concerns. Per dental vendor member has not followed up since last message left on 3/02/23. Member needs to follow dental vendor to get better understanding from review with dental vendor member has not followed up since last outreach attempt 5/08/23 .

  The members complaint advised she has reached out to the plan prior to her dates of service (6/4/22 and 6/14/22) with regards to locating a participating provider; however, we provided her an outdated provider listing. Due to Wellcare providing her an outdated provider listing, she proceeded to be serviced by an out-of-network provider: *************************** at Northwoods Dental. Wellcare and Envolve Dental have attempted several outreaches to the member for clarity; however, we have all been unsuccessful in contact. The plan proceeded to review the members account for the calls she advised were made and too, were unsuccessful in locating any contact to the plan prior to her dates of service; this was reviewed by both: Wellcare and Envolve Dental. The plan has also reached out to the provider for clarity of actions taken by the office regarding whether they are in-network or out-of-network. The plan spoke with ***** and ***** who advised the member was informed they do not accept Wellcare insurance, but they will submit the claim to the plan. They gave clarity that the members dates of services were 5/4/22 (not 6/4/22) and 6/14/22. Due to the plan finding no error on the behalf of Wellcare, Envolve, or the provider, the member has a responsibility to the provider for services rendered.
  

  
  Please advise if there is more needed in regards to this issue.

• Initial Complaint

  Date:02/16/2023

  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.

  Two problems, first autopay was shut off not sure how that happened, we didn't do it, so payments were not processed, second when speaking with and agent they informed me that last year our autopay was through our credit card and it wasn't it was through our bank so trying to figure out if we were doubled billed because last year 2021 we used our checking account for the autopay.

  Business Response

  Date: 02/27/2023

  Hello, we have forwarded your concerns to our Billing Department and were advised, Per review of the members account in Oracle the member has not been double billed and the plan has not received double payments towards the members premium. Per review of the ************ pay in fiserv the ************ pay was initiated on 12/17/2021. The ************ pay was cancelled on 01/21/2023 and their payment method was removed because the payment for the members January 2023 invoice failed on 01/21/2023. On 02/02/2023 we mailed the member FTP letter (Exhibit 19) advising we did not receive their January payment. On 02/16/2023 the members account was reenrolled into auto pay using the members checking account. As of 02/24/20223 the members account is current with a balance of $11.20 for their March premium due on March 20,2023. This amount should be deducted via auto pay on or around the 20th of the month.

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 19419393
  
  I am rejecting this response because: Billing , my account shows that they have refunded $22.40 , but it hasn't been done. Reason my checking account balance reconciles with my bank account, total charges taken out on 2/21/2023 was $22.40 times 3 for total of $ ***** , my wifes WellCare account still shows a credit for her so again not refunded. On 2/27/2023 spoke with ****** ************** she said 3 charges hadn't been charged to our checking account , I told her yes as I was looking at my account. Yesterday 3/3/2023 spoke with ********************************** , she said that $22.40 ( payment for March ) had been refunded , I say no it hasn't as I was looking my checking account.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 03/30/2023

  Hello, we will be contacting you for additional information, and to provide assistance needed. 

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19419393
  
  I am rejecting this response because: The response is that they never made contact with me , they have my cell number,  email address and there's a message folder on my account with them. If they do call they need to leave a message so I know who to contact if they don't leave a message I don't return calls to numbers that I do not know  , I've been doubled billed for March,  so easy way for them to correct that is apply one of those changes to May , as ******* premium has already been paid. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 05/11/2023

  Good morning, 
  
   We apologize for your dissatisfaction and inconvenience this issue has caused you. The case was reviewed and final determination per review the member has not been double billed and the plan has not received double payments towards the members premium. Contact was made with the member on 2/27/2023 and the information was provided from the billing department, to which the member was satisfied and did not have further concerns.