Complaints

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

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  iTEDIUM, Inc.

  PO Box 39 Mission, KS 66201-0039

  
• 

  iTEDIUM, Inc.

  6717 Shawnee Mission Parkway Shawnee Mission, KS 66202

  

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:09/06/2024

  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.

  I retired from Nash County Public Schools on 7/1/2024. The state health plan, **** ********** ******, automatically enrolled me in their health plan, even though I did not qualify for full health care benefits. As a result of this, a third party billing company is refusing to refund my refund even though I cancelled the health benefits through **** ********** ******. I cancelled on 8/23/2024 and have not received a refund as of this day, 9/6/2024. I have inquired about the refund on four different occasions and was given several conflicting and untruthful reason why I have not received my refund. It has created financial hardship for me. I appreciate your help in resolving this issue

  Business Response

  Date: 09/09/2024

  ******* * ***** (Employee) | Account Number: ******

  Good morning

  We have been in contact with this member multiple times regarding his refund.

  Our process is to refund after 3 weeks so we can verify funds are valid.
  

  08/23/2024 - Added to our refund batch with a mail date of 09/03/2024
  

  08/23/2024 - Member called asking if we had processed his refund. Advised it has been added to our refund batch to be mailed in 1-2 weeks.

  08/28/2024 - Member called to check on the refund status. Advised it will mail out on 09/03/2024.

  09/03/2024 - Member called to check on the refund status. Advised it will mail on 09/03/2024 (current day)

  09/05/2024 - Member called to check on his refund status. Advised it mailed out on 09/03/2024.

  09/06/2024 - Member called upset about the timing of his refund and stated we were not being truthful with him and requested a supervisor call back. Member was incorrectly advised the refund would mail on Friday 09/06 and not on Tuesday, 09/03/2024.
  

  09/06/2024 - ***** * called the member and left a voicemail to let him know the refund did indeed mail on 09/03/2024 and stated that when he calls back, he can request to speak to her directly

  09/06/2024 - Member called back and asked for Casey - she was on the phone and the rep on the phone stated he would assist the member.
  

  To recap, we followed our standard process on refunds and mailed the check to him on 09/03/2024.

  Thank you

  *****

   

   

   

   

   

• Initial Complaint

  Date:10/11/2022

  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.

  iTEDIUM is the company that handles ***** coverage for **** ***** **** ****** for *** ****** Health System. I made my monthly premium to iTEDIUM but they claim that they received the payment and my insurance coverage was "active" but the actual insurance company, **** ***** **** ******, kept saying that was not the case. For the first 11+ days of October, I was NOT able to use the insurance for my medication coverage. I had to make a dozen phone calls and had to deal with condescending attitude of the customer representatives. The supervisor, ******* ******, called me on 10/11 and told me the insurance should have kicked in but when I had the *** pharmacy to check with ****, it still came back "denied". How many times does a patient have to suffer at the hands of these irresponsible company (i.e. iTEDIUM)?

  Business Response

  Date: 10/12/2022

  ******* * ****** ***** ****

   

  This groups **** ***** suspends coverage until payment is received for *****, which they are allowed to do. Weekly we send paid thru date reports to the carrier to update members who have paid their premium. We cannot control how long it takes **** ***** to update eligibility, I received a response from **** ***** that this member and child are showing active with the carrier. He should allow 24-48 hours for the RX to show active as the file has to feed over to a separate system for RX to show

  Hello,
  
  RE: **** -
  
  The system reflects individual/child ***** coverage effective 05/01/22 group *********.
  Id# ***************.
  
  
  membership.national Tue, Oct 11, 3:35 PM (15 hours ago)
  
  
  His October premium was received on 10/03/2022 and the paid through date report, which is sent weekly, was sent out on 10/06/2022. The carrier should be allow processing time.

   

  On 10/11/2022 we received the email from **** that the member is showing active with the coverage.

   

  On 10/11/2022, *** * in our office reached back out to the member to advise the coverage was active.

  On 10/11/2022 the member called back into the office and spoke with another rep, *****, and the member asked to speak to ***, who was not available at the time of call. (his shift had ended) ***** explained to him that we received the notice from **** today and that he may need to call **** and speak to a live rep and that is could take 24 hours for their system to update. She stated he started to yell at her and disconnected the call.

   

  Our representatives reached out to **** ***** as soon as the member began calling about his coverage being inactive and did everything correctly in the process of assisting him to be reinstated.

   

  Member always has the option to pay out of pocket and be reimbursed for claims during the suspension period. In the ***** packet the member received, it does state that suspensions may occur:

   

  Even though monthly premium payments are due on the 1st day of every month, you will
  be afforded a Grace Period of 30 days beyond the 1st of every month to make payment for
  each monthly coverage period. Your continuation coverage will be provided for each
  monthly coverage period as long as payment for that period is postmarked on or before
  the Grace Period End Date for that period. However, if your monthly premium payment is
  postmarked after the 1st day of the month, but on or before the Grace Period End Date for
  that coverage period, your coverage under the Plan will be suspended as of the first day of
  the coverage period and then retroactively reinstated (going back to the first day of the
  coverage period) when the premium payment is received. This means any claim you
  submit for benefits while your coverage is suspended may be denied and will have to be
  resubmitted once your coverage is reinstated.

   

  This member is active with the carrier, which was the desired result.
  

   

  Customer Answer

  Date: 10/12/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  iTEDIUM received the premium but failed to have it processed and caused the customer to suffer financially and emotionally.

  
  
  Regards,
  
  
  
  ***** ****