Business Profile

Health Insurance

Blue Cross and Blue Shield of North Carolina

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Complaints

This profile includes complaints for Blue Cross and Blue Shield of North Carolina's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

88 total complaints in the last 3 years.
19 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:02/25/2023
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've quit this company over a year ago and for some reason they didnt give me my money back I started service and a few months in I had to cancel because I had both dental and vision higher plans and once the plan renewal came around it push one of my plans to the lower plans and customer service claimed it was a glitch after that I canceled my plans in the middle of dah month and never received one of my credits but everytime I call they said they will send me my difference but never did
Business Response
Date: 03/02/2023
BlueCross ** will contact the complainant directly regarding their concerns.
Initial Complaint
Date:02/24/2023
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.
My dental insurance account (for three years) has always been paid promptly by auto deduct thru my Chase Credit Card. Suddenly on 1/31/23 I receive a letter from BCBS stating my policy was terminated due to non-payment even though my monthly billing showed all current with no past dues. In researching the problem myself, I saw that on 1/29/23 my account was suddenly adjusted by entries removing several payments (as returned for nsf) and therefore showing my account in arrears. I immediately sent proof of payments provided by credit card statements showing all payments were made promptly. This proof of payment was sent by mail, email, and by message on BCBS website. I also spoke to several customer service representatives. To date no one has responded to my problem nor reached out to my in any manner.
Business Response
Date: 02/27/2023
BlueCross ** will contact the complainant directly regarding their concerns.
Customer Answer
Date: 02/27/2023

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:02/14/2023
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.
In 2022 my sleep doctor recommended a dental appliance for my sleep apnea. I went to see my dentist ************ for this appliance. **************** office contacted Blue Cross Blue Shields for authorization. On 10/06/2022 Blue Cross Blue Shield sent an Authorization Notice to ************ approving the appliance device for my sleep apnea (reference number *********). Now, for no apparent reason Blue Cross Blue Shield is not honoring this approval and don't want to pay for this medican appliance for my sleep apnea. I"m attaching approval documents from Blue Cross Blue Shields.
Business Response
Date: 02/14/2023
BlueCross ** will contact the complainant directly regarding their concerns.
Customer Answer
Date: 02/14/2023

Complaint: 19400823

I am rejecting this response because:
I would like to keep BBB as mediator to reach an understanding that BCBS will honor the approval of my dental equipment for my sleep apnea. With all due respect, BCBS has terrible reviews and ratings and I don't trust the company.

Sincerely,

**************************************
Business Response
Date: 02/14/2023
BlueCross ** will continue to contact the complainant directly regarding their concerns.
Initial Complaint
Date:02/13/2023
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.
This complaint is regarding the failure to stop payments ($*****) when requested in writing to Fax number **************.The initial payment was to start ********************* with BCBS of **. We were able to get better dental insurance at a better price together, my husband and I. So, I followed the written and spoken procedure given and faxed in a written request to cancel this policy.The Policy Subscriber ID is ********* and was started by me in a phone call on 11/21/2022.On or around 12/8/2022 to 12/12/2022 we faxed a request to "Please cancel this account for ***************************** Sub. ID ********* and stated why as noted above. The request to cancel was faxed to **************.On ******* 3, 2023 BCBS charged us an additional $*****. I called BCBS at ************ and talked with ******, Case#******** on 1/18/2023. She stated that she would deactivate my account on 12/31/2022 since we faxed them to cancel on 12/12/2023. On 2/7/2023 BCBS charged us an additional $*****.On 2/7/2023 I called BCBS at the same phone# and spoke with *****. She took my info. and said it would be 24 to 48 hours before they would know if the account was closed. Tatianna with BCBS called and left a message to call them back that they needed more info. On 2/8/2023, I called back and spoke with *** and gave the info. they requested. On 2/9/2023 I called back again to make sure that the account was deactivated and discussed the issue for over an hour with ********. She state they could only reimburse me from the 1/18/2023 call not the Fax date of 12/12/22. I still don't know if the account is deactivated. I have to wait another 24 hours to know for sure and it will be 30 days before we are reimbursed. I think it was ******** who gave me a new case#******** for this issue. I request that we be refund for ******* and February payments of ***** each ($71.90). Thank you. We faxed the cancellation request on 12/12/2022 to the number on the letter we received from them.
Business Response
Date: 02/13/2023
BlueCross ** will contact the complainant directly regarding their concerns.
Initial Complaint
Date:02/09/2023
Type:Customer Service 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.
BCBSNC sent notice of uncashed premium refund check that would be escheated to the state. To which I responded with the pertinent information requested in the form. I emailed and faxed the information as listed on the form. I still have not received one iota of communication or the check. I have made numerous calls to the **************** in Billing since there is no direct contact with the escheats department. I have spent hours trying to see where the process was stalling. From what I gather, the original check was voided and re-processed.. In October 2022 I was assured it was going through processing and I should receive a check the next month. Same in November. In December I seemed to have reached a CSR who was higher up the chain of command that "promised" me I should keep a lookout and I would receive it by the end of January. Still nothing. I called again today, 2/08/2023, was told it was still processing from the October date! I asked for a supervisor, she "tried' to get one, then came back and said she was sorry was busy right now, so i requested a call back. I have not received a call back. How hard it is to process a simple check and verify it has been mailed out? I am willing to drive to Durham 3 hrs away and pick it up rather than waste any more of my time and breath on this. I have written a letter to the escheats department with little hope that will get me anywhere. As someone else noted, BCBS has no problems mailing out bills but not refunds, escheated funds, etc. Please help
Business Response
Date: 02/09/2023
Thank you for the referral. We will reach out to our member and address any questions or concerns.
Customer Answer
Date: 02/09/2023

Complaint: 19368296

I am rejecting this response because: I have not been contacted yet by the business and do not have a resolution.

Sincerely,

*******************
Business Response
Date: 02/09/2023
Thank you for the referral. We will reach out to our member and address any questions or concerns.
Customer Answer
Date: 02/10/2023

Complaint: 19368296

I am rejecting this response because:

Sincerely,

*** from BCBS called at 5 pm while I was driving home, I could not respond but called back and left a message I had gotten her call. Have not heard back. Will call back again today.
Initial Complaint
Date:02/06/2023
Type:Customer Service 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 complaining about (lack of) customer service, poor record-keeping and dishonesty from BCBS regarding follow-through of advertised benefits. One of the reasons that I chose BCBS was due to the advertised benefits which included kits to help with things like breastfeeding and safe infant sleep as well as cash bonuses for things like going to well-visits and getting vaccinated. However, I have had awful experience trying to actually redeem the benefits that are heavily advertised. I've tried the chat feature through the online website, I've called member services and been transferred through various departments where none of the associates seem to know what theyre doing just to pass you along to the next person or department. After many times contacting for over a year, I finally received my safe infant sleep kit and my breastfeeding kit.... when my baby was 12 months old.... so I was unable to use anything in the kits as they were for "up to 6 months of age". Not only is this frustrating for the customer, this is wasteful for the company to send stuff out that cant be used by the consumer. This is just one example of frustrating experience that I've had redeeming benefits and dealing with incompetent customer service representatives from ************************** issue I'm seeking resolution to today is a benefit in the Benefit Reward Hub that I've contacted several times about to no avail. My son, *********************, has a benefit available to him in the benefit reward hub for $25 for attending 6 well child visits. He's attended these visits but I am being met with difficulty when I call to receive this benefit. I keep getting transferred to a **** that tells me he wasn't registered for this program until last August which is incorrect. He was registered for this program in Jan of '22 shortly after his birth and meets the requirements for this benefit. I need BCBS to honor their ad and correct this issue by adding the benefit that he rightfully earned by meeting the requirements.
Business Response
Date: 02/07/2023
BlueCross ** will contact the complainant directly regarding their concerns.
Customer Answer
Date: 02/09/2023

Complaint: 19341697

I am rejecting this response because I was contacted by phone and business refused to remedy the situation. I will be switching health insurance providers back to United Healthcare due to how this was handled.

Sincerely,

*****************************
Initial Complaint
Date:01/25/2023
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.
They were supposed to reimburse me for a claim that I ended up having to pay. They said they mailed the check - but it got lost four times. Not possible. I asked for it to be sent certified. They said no. I had to call over a dozen times. I was transferred from representative to representative. Each call took over two hours. 47 minutes was the average hold time. I do not think they mailed the check at all. I just want my money back. I want it directly deposited into my bank account.
Business Response
Date: 01/25/2023
Thank you for the referral. We will reach out to our member and address any questions or concerns.
Customer Answer
Date: 01/30/2023

Complaint: 18896812

I am rejecting this response because:

The agent cashed me back with no last name or way to reach her. ******** or some name like that.
Sincerely,

*************************
Business Response
Date: 01/30/2023
Thank you for the referral. We will reach out to our member and address any questions or concerns. Refund was generated today 1/30/23.
Initial Complaint
Date:01/17/2023
Type:Customer Service 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 3 of 2022 ******* **** requested Proof of coverage from Blue Cross Blue Shield federal, so I could get hearing aids. Blue Cross Blue Shield verified that I was covered, so I would only have to pay a deductible for $500. I only purchased them because I thought BCBS would cover it. When I found out that they weren’t going to cover it, I called them to find out why. They said that I had two BCBS accounts in my name. I told them I did not and asked them to check again. They found in their notes that the second account was closed in 2019. They told me they were going to run it again. I just received a second invoice showing that they still weren’t going to cover it.
Business Response
Date: 01/18/2023
BlueCross NC will contact the complainant directly
regarding their concerns.
Customer Answer
Date: 01/18/2023

Complaint: ********

I am rejecting this response, but I will accept it when they contact me and the issue is resolved. I contacted them previously about this issue, but I'm willing to try again. My number is ************. Thank you.

Sincerely,

****** ****
Initial Complaint
Date:01/11/2023
Type:Customer Service 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.
Since last year I’m having a lot of difficult with blue cross shield of North Carolina terrible customer service can’t get to the bottom with my problem .. I had contact you guys around 15 times with the same issues first was my application for 2023 after many applications was summit I finally did my first payment doble then blue cross send me both payments back and not my policy doesn’t work I had to cancel my doctor appointment because this issue I can’t set any payment on the policy they have put like to ticket on the account for me to make the payment nothing has been done yet everyone said the same thing we working on it we reading notes but they really don’t know how to fix this ? As a customer I need answers my Health is not a joke ! 01/01/2023 -Blue Value
Health
Subscriber ID: **************
Business Response
Date: 01/11/2023
Thank you
for the referral. We will reach out to our member and address any questions or
concerns.
Initial Complaint
Date:01/09/2023
Type:Customer Service 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.
The premiums are high and coverage is low. In addition, my wife got a job on December 5th. Her job benefits kick in on February 1, 2023. I called BCBS to let them know that they can remove her from the plan, that she will no longer need benefits starting February 1st. They told me that they will be charging me through February 28th, even though I told them she will not need it past the date I mentioned previously. They had no explanation other than just repeating to me "state policy" with no other explanation. So they are charging me $400 for my wife, who won't even need coverage past February 1, since she will already have coverage through her job. They are taking money from me for no reason at that point. This is terrible policy, and complete lack of willingness to work with people on a case by case basis. Even my human resources department was baffled when I told them. I'm extremely disappointed, and if I had alternative options, I would drop these people fast.
Business Response
Date: 01/09/2023
BlueCross NC will contact the complainant directly
regarding their concerns.
Customer Answer
Date: 01/09/2023

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,

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

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Blue Cross and Blue Shield of North Carolina is NOT a BBB Accredited Business.