Complaints

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:11/04/2024

  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.

  I got my card earlier this month and didn't know what is and what can't be spent on I tried a few transactions and they were declined had one and it approved and then they froze my card until the first payment was made made it early and they unfrozen it I tried the first transaction for $171 and it went thru at *** a pharmacy for general medical supplies it went thru on yalls side it came out my balance and then was refunded right back to me then I tried a pharmacy for 252 for a prescription and it didn't go thru I told them and they froze my card then they came up with the *** my card was attempted to be used yesterday at a place called the gift card shop I did try it but it was for some vitamin I did ask about because it's an exclusive item to them send a picture of the item showing there website and they said ok well it didnt go thru I told them the website and they said ok this is crazy I can understand it said the gift card shop but this is wild all I want to spend is my card I'm tired of being lied to

  

  Business Response

  Date: 11/22/2024

  November 21, 2024
  FROM:
  Paytient Technologies, Inc. 
  *************************;
  *******************************
  TO:
  ****** Bold
  Better Business Bureau
  RE:
  Complaint #********
  
  Better Business Bureau,
  We are in receipt of your notice concerning Complaint #********, submitted by:
  ******* *****
  ***************************
  **********************
  Daytime Phone: **************
  E-mail: **************************

  
  Information about Paytient
  The Paytient Health Payment Account (HPA) is a credit card that certain health plans make available to their members as a health plan benefit so that the member can pay for out-of-pocket medical expenses over time (rather than all at once), with no interest or fees. Paytients health plan customers determine where the ********************** HPA may be used, and they typically restrict its use to health care providers and pharmacies where they expect members to experience out-of-pocket medical expenses. Recipients of a Paytient card receive electronic and physical communications that explain how their card may be used. We also offer a mobile app, where cardholders can easily review the categories of merchants at which their card can be used.
  In Paytients Cardholder Agreement, we state clearly that we may decline transactions that are not permitted by the health plans rules. We also state clearly that we may decline transactions that we believe may be connected to fraudulent or unlawful activity. 

  
  Information about this Complaint
  In response to receiving the complaint, Paytient conducted a review of the cardholders account history, including the transactions he referenced in his complaint, other transactions he attempted with the Paytient card, and communications he made directly to Paytients customer support team.
  Our review of the transaction history showed:
  + Multiple attempted transactions that were prohibited by the health plan rules because they were not medical expenses (gift card purchases, streaming services, etc.);
  + Attempted transactions that were voided by the merchant (likely due to the merchants own fraud rules); and
  + Attempted transactions at suspicious merchants.

  
  Our customer support team has also engaged in multiple conversations with the cardholder in an attempt to explain why the card is being declined and to ensure that he understands the categories of merchants at which his health plan permits the ********************** card to be used. 
  At this time, we believe both the transaction and communication history with the cardholder clearly support our decision to decline his charges, and to take any further action necessary to prevent fraud or unlawful activity on the account. 
  We appreciate the Better Business Bureaus commitment to giving users a path to voice their concerns and we hope this response is helpful in understanding our handling of this matter.
  Thank you,
  Paytient