Complaints

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

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• 

  UnitedHealth Group

  9900 Bren Rd E Mn008-T-615 Consumer Affairs Minnetonka, MN 55343-4402

• 

  UnitedHealth Group

  1902 Valley Pine Cir. International Falls, MN 56649-2176

• 

  UnitedHealth Group

  2550 University Ave. W. Saint Paul, MN 55114-1052

• 

  UnitedHealth Group

  4932 Wisconsin Ave. N. Minneapolis, MN 55428-4109

• 

  Oxford Health Plans, Inc.

  One Penn Plaza, 8th Floor New York, NY 10119

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:09/28/2024

  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.

  My complaint has two different parts. First, the data breach that occurred in early 2024 of United Healthcare. I was never notified by United Healthcare regarding this breach, and heard about it on *** News. It is now nearing the end of September 2024, and I still have not been notified about whether or not any of my data was impacted by this data breach.The second part of my complaint is about my United Healthcare account. After the data breach in early 2024, United Healthcare began to require a telephone number be added to the account. with this number, they would send a "one time security code" to me through either a text message or a phone call after I enter my username and password. However, sometimes when I log into my account, I am not taken to the screen where it asks if I would like to get the security code at all, and instead I am taken directly to the homepage. When I used the websites "chat" feature, I was told that it was a "log out" issue, whatever that means. Not having the security code automatically come up makes this account less then secure.

  Business Response

  Date: 10/10/2024

  Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), I am unable to respond directly to you regarding these concerns. Since your letter provided a copy of the enrollees correspondence and/or a description of the issue, we will be responding directly to the enrollee. 
  
  Should you have any questions or comments, please feel free to call me. I can be reached during normal business hours at *****************************.

  
  Sincerely,
  
  ***** *. 

  Customer Answer

  Date: 10/11/2024

   I am rejecting this response because:  I have still not been in formed, in anyway, shape, or form if I was impacted by the United Healthcare Data Breach in early 2024, and I still have not heard anything regarding the "Security Code" issue with my account.
  
  
  

  Business Response

  Date: 10/18/2024

  We have responded directly to the member regarding the specific concerns detailed in this complaint on October 15, 2024, via email. We thank you for providing us with the opportunity to address these concerns. Please allow additional time for the review to be completed. Should you have any questions or comments, please feel free to call me during normal business hours at *************************.

   

  Sincerely,

  ***** *.

  Customer Answer

  Date: 10/24/2024

   I am rejecting this response because:  Once again, I have not heard if i was impacted by the Data Breach in early 2024, and have yet to hear back about the problem with "security codes" for account.
  
  
  

• Initial Complaint

  Date:09/26/2024

  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.

  As parent of **** ********* who is a minor, I keep receiving a bill from this business. On August 7 2023, there was a routine doctor's visit required for school. Initially visit was fully covered. Then somehow the insurance she was covered with was deactivated retroactively. Upon this, I started receiving bills from this business for the same visit which was fully covered initially.**** is an active ******** recipient with ID ********. I contacted ******** and they said the could cover the bill. Optum would need to contact ************ directly. I have communicated this through phone calls and emails but they keep ignoring and sending the full bill every month to me.

  Business Response

  Date: 09/27/2024

  To Whom It May Concern:
  
  Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), I am unable to respond directly to the Better Business Bureau regarding these concerns. Since your letter provided a copy of the consumers correspondence and/or a description of the issue, we will be responding directly to the consumer.
  
  Should you have any questions or comments, please feel free to call me. I can be reached during normal business hours at ************.
  
  Sincerely,
  
  
  Consumer Advocate

  Customer Answer

  Date: 09/27/2024

   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.

• Initial Complaint

  Date:09/25/2024

  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.

  My daughter had a fever of ***** and I made an appointment with MedExpress on ********** ** in *********, **. I just started a new job, so I was unable to schedule an appointment during the day as my hours for training are 9:45-6:30. Luckily, they had an appointment available for 7:30. I selected the time and when I got off work, I picked my daughter up and we drove to MedExpress.I got to the facility at 7:16 and came prepared with my credit card, ID and her insurance card. I asked if we could wait in the car and have them call me as I was worried that she may have COVID-19, and I didn't want to expose the patients in the waiting room out of respect for them.They called us via phone at 7:50. They did a COVID, flu and strep test.They all came back negative and upon the doctor coming into our room, she asked my daughter if she had any pain anywhere, and she indicated that her lower back was hurting a little. The doctor then suggested she take a urine test to see if it was a kidney infection. My daughter must have been a bit dehydrated, because she couldn't use the bathroom. I told her that we would go back to our room and wait for the doctor.When the doctor came in, she asked if my daughter was able to give her a urine specimen. I told her no, and she literally said, "Well, my staff is getting antsy because we are closed so I have a note to provide to her school and I am guessing that this is just a virus."I literally lost my mind about the lack of professionalism she exhibited. No bedside manner whatsoever. ****. If she was worried about getting out on time, maybe they shouldn't have 7:30 slots available. Also, I showed up at 7:16. Maybe if they had called me at my scheduled time of 7:30, we would have been out on time. They were all too busy eating and laughing and NOT doing their job. The worst thing is, they made my daughter FEEL BAD FOR BEING SICK. AS IF SHE WERE A BURDEN. I will never go back. They are awful. My daughter is upset.

  Business Response

  Date: 09/26/2024

  This will acknowledge receipt of your complaint to the BBB, complaint number ********. Thank you for bringing this issue to our attention. Unfortunately, we are unable to find a policy for you in our system. Please provide us with your member information. After we receive this information, we will investigate your issue.
  
  Sincerely,
  Consumer Affairs

  Customer Answer

  Date: 09/26/2024

   I am rejecting this response because:
  
  They may need my daughters name and date of birth. Her name is ******** R. ******* and her date of birth is ********. They need to offer an apology and for my daughter to be compensated for how they made her feel. No child deserves to feel like that. I am still furious. 

  Business Response

  Date: 09/26/2024

  To Whom It May Concern:
  
  Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), I am unable to respond directly to the Better Business Bureau regarding these concerns. Since your letter provided a copy of the consumers correspondence and/or a description of the issue, we will be responding directly to the consumer.
  
  Should you have any questions or comments, please feel free to call me. I can be reached during normal business hours at ************.
  
  Sincerely,
  
  
  Consumer Advocate

• Initial Complaint

  Date:09/25/2024

  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 am enrolled in a ******** Advantage Plan administered by **, ID No. ***********. At 8:30 AM on 12/11/2023 I had an appointment for a medical procedure: steroidal back injections for my scoliosis. The MD responsible, ****** Aonsonuur did not show up and his nurses sent me away. This dereliction of professional responsibility has caused me a waste of time and unnecessary extra pain. I have sent a letter to KS demanding compensation (4-26-24) but KS apparently threw it in the trash. They eventually asked me to send an Email which I did on 7-15-24. I am demanding minimally $250. I keep calling KS, I am told a supervisor will call me to rectify the problem, but it is now clear I am being lied to and they intend to do nothing. The $225 I mentioned is their co-pay, which they returned so the $250 in compensation is not connected to that. Their records show that I paid the $225 amount and that it was returned, proving they cancelled on the day of the procedure.

  Business Response

  Date: 09/27/2024

  To Whom It May Concern:
  
  Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), I am unable to respond directly to the Better Business Bureau regarding these concerns. Since your letter provided a copy of the consumers correspondence and/or a description of the issue, we will be responding directly to the consumer.
  
  Should you have any questions or comments, please feel free to call me. I can be reached during normal business hours at ************.
  
  Sincerely,
  
  
  Consumer Advocate

• Initial Complaint

  Date:09/24/2024

  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.

  Dollar tree took ******* out of my paycheck for fsa cards and they refuse to pay me back ******* from my fsa card. If i dont get money back i req criminal action

  Business Response

  Date: 09/26/2024

  Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), I am unable to respond directly to you regarding these concerns. Since your letter provided a copy of the enrollees correspondence and/or a description of the complaint, we will be responding directly to the enrollee. 
  
  Should you have any questions or comments, please feel free to call me. I can be reached during normal business hours at ***********************.
  
  Sincerely,
  
  **** O
  Consumer Affairs Advocate

• Initial Complaint

  Date:09/24/2024

  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 have been calling United Healthcare since April 2024, trying to find out which generic estrogen patch and which generic ************ pill they will cover for the vasomotor symptoms of menopause. I have spoken with 6 representatives, each of whom has given me a different answer. I am asking a very simple question and I am in need of very simple medications that over half of the population may need at some point. On 7/17/2024, I spoke with a *** representative (#4), who told me that the ********* patch 0.05mg/24 hours, one patch per week, 4 patches per box would be covered at Tier 1, which would be a $10 copay. However, when I went to pick up the patches at ***, I was asked to pay $40. On 9/23/2024, I spoke to a *** representative (#5), who then transferred me to an Optum representative (#6). The Optum representative confirmed that the ********* patch, as written by my doctor, should have been covered as a Tier 1 medication, but "for reasons that are confusing" to the Optum representative, her notes confirmed that I am being charged a Tier 2 price. The ***** representative admitted that she could not explain why I was being charged a Tier 2 price for a medication listed as Tier 1 for my plan. I would like UHC/Optum to charge what they say in their own system that they will charge for the generic ********* once weekly patch.Meanwhile, ************, a generic medication that has been around forever, is mysteriously classified as a Tier 2 medication.UHC/Optum is failing its female customers. For a Tier 1 estrogen patch, they are charging me Tier 2 prices and their own representative cannot explain why. For ************, they don't even try to pretend to have an affordable option. Meanwhile, ****** is covered at 3 cents per pill.

  Business Response

  Date: 09/25/2024

  To Whom It May Concern:
  
  Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), I am unable to respond directly to the Better Business Bureau regarding these concerns. Since your letter provided a copy of the consumers correspondence and/or a description of the issue, we will be responding directly to the consumer.
  
  Should you have any questions or comments, please feel free to call me. I can be reached during normal business hours at ************.
  
  Sincerely,
  
  
  Consumer Advocate

  Customer Answer

  Date: 09/27/2024

   I am rejecting this response because: The issue with ********* was possibly addressed (too soon to tell), but the ************ issue remains unaddressed.  I now have to write a letter and send it in to their Grievance Department.  I won't know for many weeks (if ever), if UHC/Optum intend to address the problem.  The representative could not justify why UHC/Optum charge a Tier 2 copay for ************, a generic drug.  If ********* is, in fact, a Tier 1 for a weekly patch (I won't know if this is true until I try to fill it next month), then, by keeping ************ at Tier 2, they are encouraging women to not fill their ************ and only fill the ********* prescription.  Being on unopposed estrogen will put those women at higher risk for uterine cancer.  I pointed this out to the representative and that's when she told me to write a letter to the Grievance Department.  The best place for this complaint might be with a law firm that specializes in class action lawsuits.
  
  
  

  Business Response

  Date: 10/01/2024

  To whom it may concern:

  Optum Consumer Affairs spoke with Laura ******** on 9/25/24 and explained plan details. ***** ******** confirmed understanding of the plan details and guidelines and would contact Optum Consumer Affairs directly should there be any further questions or concerns. ***** ******** has been provided Optum Consumer Affairs direct contact information, if outreach is made Optum Consumer Affairs will provide additional assistance as needed.

  Thank you,

  Optum Consumer Affairs

• Initial Complaint

  Date:09/24/2024

  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.

  This complaint specifically surrounds the overdue - enactment of Part B ******** reimbursement of $100.00 per month as designated within my United Healthcare - Patriot PPO Medical Policy. To date, I am owed $900.00 ( Through the month of September, 2024 ) in arrears payments due to United Healthcare inaction of advertised Part B reimbursement as specified within my ******* plan information is as follows:Member I.D. 988002151-00 Group # ***** H0294-022-000 Plan Name in it's entirety:******** Advantage Patriot No Rx MI-MA01 (PPO)

  Business Response

  Date: 09/26/2024

  Due to the protections of the Health Insurance Portability and Accountability Act(HIPAA), I am unable to respond directly to you regarding these concerns. Since your letter provided a copy of the enrollee's correspondence and/or a description of the issue, we will be responding directly to the enrollee.  

  Sincerely, 

  ***** *. 

  Consumer Affairs Advocate

• Initial Complaint

  Date:09/24/2024

  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.

  ********** has reimbursed me most of the monies. Which very grateful. Still have an issue that electronic reimbursement from prior of this week are not being credited back. I still have over 1000 thats missing. They said the reimbursements before this week were going to an account that I have never had. I always had *** not a ************************. Would like to see them correct and reimburse the remaining I am owed. They did pay out 3175 but had 4400 in my account.

  Business Response

  Date: 09/24/2024

  To Whom It May Concern:
  
  Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), I am unable to respond directly to the Better Business Bureau regarding these concerns. Since your letter provided a copy of the consumers correspondence and/or a description of the issue, we will be responding directly to the consumer.
  
  Should you have any questions or comments, please feel free to call me. I can be reached during normal business hours at ************.
  
  Sincerely,
  
  
  Consumer Advocate

• Initial Complaint

  Date:09/24/2024

  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've had a health insurance plan through them for a while now and I called to cancel it but they told me they couldn't look up my information even though I gave them all of the information on the bank transaction, my full name, phone number, email, and address, it seems like they are just going to keep billing me when they can't even find my account

  Business Response

  Date: 09/24/2024

  This will acknowledge receipt of your complaint to the BBB, complaint number ********. Thank you for bringing this issue to our attention. Unfortunately, we are unable to find a policy for you in our system. Please provide us with your member information. After we receive this information, we will investigate your issue.
  
  Sincerely,
  Consumer Affairs

• Initial Complaint

  Date:09/23/2024

  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.

  One Pass Select charges an entire month regardless of when you sign up for their service. I signed up on the 23rd of September and am charged the full $144. They then will charge $144 again on the 1st of October. This is predatory and should be prorated

  Business Response

  Date: 09/24/2024

  To Whom It May Concern:
  
  Due to the protections of the Health Insurance Portability and Accountability Act (HIPAA), I am unable to respond directly to the Better Business Bureau regarding these concerns. Since your letter provided a copy of the consumers correspondence and/or a description of the issue, we will be responding directly to the consumer.
  
  Should you have any questions or comments, please feel free to call me. I can be reached during normal business hours at ************.
  
  Sincerely,
  
  
  Consumer Advocate

  Customer Answer

  Date: 09/24/2024

   I am rejecting this response because:
  
  I am disappointed by your response. At best, this practice seems predatory, and at worst, it may be in violation of consumer protection laws concerning unfair billing practices. Failing to prorate for a shortened month is unreasonable. I am requesting a refund, as this month only has a week remaining.
  Your explanation is misleading. While it's understood that I'm paying for a full month in advance, the notion of a "calendar month" should not justify charging for services I haven't received. I urge you to reconsider this and implement prorated billing for the benefit of all customers.
  

  Business Response

  Date: 09/24/2024

  Hello, 

  When an employee choose a tier the current month's membership fee, plus applicable taxes, is required on the day of the enrollment and will be billed on first of each month going forward. The first month's membership fee is not prorated. 

  The employee will be responsible for paying the first month's subscription tier price at the time of signing up. The amount is not prorated. 

  Should you have additional questions or concerns, please feel free to contact One Pass Select at ************. 

  Thank you kindly, 

  Optum Consumer Affairs