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 Find Local Branches.

close

Find a Location

Blue Cross and Blue Shield of North Carolina has 13 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Blue Cross and Blue Shield of North Carolina

  5901 Chapel Hill Rd Durham, NC 27707-3346

• 

  Blue Cross & Blue Shield

  PO Box 13504 Greensboro, NC 27415-3504

• 

  Blue Cross and Blue Shield of North Carolina

  5640 University Parkway Winston Salem, NC 27105

• 

  Blue Cross and Blue Shield of North Carolina

  PO Box 17509 Winston Salem, NC 27116-7509

• 

  Blue Cross and Blue Shield of North Carolina

  PO Box 2100 Winston Salem, NC 27102-2100

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:01/03/2023

  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 trying to get reimbursed for a series of health care appointments since I am working remotely but Blue Cross Blue Shield of NC (BCBSNC) does everything they can to reject my claim for supposed administrative errors. After going back and forth with them for months, they refuse to reimburse about $1500 of claims, and their current reason is that there is no procedure code on the doctors' bills. But when you look at all the bills, the procedure code is plainly listed. I do not know what to do - they leave me on hold for hours, when I communicate via fax, they just keep rejecting the claims, saying no procedure code is listed, but it is. This company is so corrupt.

  Business Response

  Date: 01/04/2023

  BlueCross NC will contact the complainant directly
  regarding their concerns.

• Initial Complaint

  Date:12/01/2022

  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 was a postdoc at ***** ******** State University from 7/21 to 8/22 where I received full benefits for myself and my family. I have not been employed as a full time postdoc since the end of August 2022, and yet I have been billed (and automatically charged) for September, October, November, and, next week, December, each time, $137.80. I have contacted the University, BCBS, Student Blue Billing, and Dental Blue, but have received no answers. I am attaching a copy of my resignation letter from ** ***** University and a confirmation email that my date of termination was confirmed by Student Blue. I have tried to access my account to stop autopay or access my bills, but my subscriber number is "not found." Since August 15, I have been employed elsewhere and have been receiving full medical and dental coverage for my family and me. I have made this clear to BCBS now multiple times. I want my coverage to be cancelled once and for all, the charges to stop being deducted from my account, and the charges that have been taken out of my account since 9/3/22 to be reimbursed.

  Business Response

  Date: 12/01/2022

   BlueCross NC
  will contact the complainant directly regarding their concerns.

• Initial Complaint

  Date:11/30/2022

  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.

  I just purchased BCBS Advantage Bronze 7000 plan in January 2022. The plan covers a yearly preventative physical at 100% and 3 free pcp visits. On May 27th 2022 I had my blood drawn (comprehensive and lipid panel) for my physical and then saw my doctor a week later to review the results. BCBS covered the doctor visit but has continually refused to cover the lab. I called BCBS and they stated the lab was coded as hypertension and not preventative. I called ****** (UNC billing) and they said they would research the issue and resubmit the bill to bcbs. I later received a bill where an additional $93.74 was covered by bcbs (claim number ************ and left me with a balance of $220.69 for lab services not covered as preventative. Again I call bcbs and they stated the coding was still wrong. They claim UNC billing was billing lab services and not preventative. I called both UNC billing and BCBS several more times and both parties were claiming they had their coding correct. On 11-30-22 I again called UNC billing (828-696-1000) and this time spoke with "******". ****** stated the coding was changed to preventative Z11.59 cpt code and resubmitted and it is all listed under preventative. ****** advised for me to call BCBS again and ask that they send a new EOB to UNC billing and explain why the coding was wrong. I called BCBS and spoke with "*****". She refused to send a new EOB and said it was "already sent correctly". I asked her several times to send a new EOB and she flatly refused. I asked to speak to a supervisor 9 times and each time she refused to allow me to speak to a supervisor and each time telling me what she told me was correct. She said "the procedure code is not in line with the diagnosis code". I asked what that meant and she couldn't answer that. I asked again for a supervisor and she laughed and put me on hold and never came back and no supervisor ever answered. I waited for 40 minutes.

  Business Response

  Date: 11/30/2022

  BlueCross NC will contact the complainant directly
  regarding their concerns.

  Customer Answer

  Date: 12/03/2022

  
  
  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:11/10/2022

  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've been on auto pay for multiple years with BCBS NC. My credit card was fraudulently hacked the beginning of October so my auto pay did not process due to the card getting cancelled. Blue Cross did not send me any notification that my policy would be terminated in 30 days if payment wasn't received. Instead, they sent me my November billing statement that I received in the mail last Friday. I noticed the billing statement had my October premium due and my November payment due which is when I realized my auto pay had not processed due to the cancelled card. I logged into the portal to pay my full invoice on Monday 11/7, and Blue Cross had already terminated my plan. I called the customer support and spent approximately 6 hours over the past few days trying to get my plan reinstated with offering full payment. I explained my situation for the card cancellation and that I was willing to pay my balance of a little over $2,300. I've never missed a bill, and they can clearly see my on time payment history. Instead, I was escalated to a HICS case between them and the healthcare market place. Which BCBS denied my case immediately. The team that denied my case is called the "Exception Team" which is ironic because they obviously give some exceptions to certain cases. The reason of denial I was given that I was outside of my "30 day grace period" for payment. Although, I've seen other BBB comments that some people get 90-180 day grace periods, I was only given a 30 day grace period, no notification of cancellation, no final invoice, no termination threats. They simply just cancelled me and refuse to reinstate my policy just being 7 days over my "grace period". Everybody I spoke with had to text supervisors to get information, no supervisors were available within a reasonable time frame, sometimes on hold for 30 minute spans while the CSR is trying to reach a supervisor. I'm unable to get new coverage until 12/1 which is frustratin as a mom with a 3 year old.

  Business Response

  Date: 11/10/2022

  BlueCross NC will contact the complainant directly
  regarding their concerns.

• Initial Complaint

  Date:10/27/2022

  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.

  We are required to have a Dr physical in order to get reduced deductible, co-pays and paycheck contributions. The deadline for this is September 30.
  I had my visit in August, waited a bit and then checked in September to see if it was submitted and if I needed to do anything else.
  The website did not show that the "qualification form" was submitted, there was nothing else shown as being necessary.
  I called customer service, they were nice but not very helpful because of the way bcbs compartmentalized access to the system. The Engagement Center is the only department is the only people who have access; and they were in training. Even bcbs customer service couldn't get ahold of them.
  I spent the last week of September calling bcbs customer, calling and going to the Dr's office, and trying to call the engagement center. Customer service tried to help, but were powerless, the only thing they were able to provide is telling that I should be OK as long as the Dr submitted the qualification form by the deadline; which the Dr's office assured me they did.
  This week I checked back on that website and it now shows the qualification form submitted on time, but it also now shows I have to do a "Health Assessment", by September 30th. This was NOT there before. I'm assuming it showed up after the necessary first step (qualification form) was completed. I asked the customer service if there was anything else, and they didn't see any other requirements.
  I would have done this if I knew that it was necessary but I didn't, even customer service couldn't see that it was necessary, and the engagement center was in training every day and not avaliable.
  So I call up customer service again, not sure where I placed the engagement center phone number, still can't help me however, except to give me the engagement center phone number.
  And..... They are still in training and no one will answer the phone number for me or customer service.

  Business Response

  Date: 10/27/2022

  Thank you for the referral. We will reach out to
  our member and address any questions or concerns.

• Initial Complaint

  Date:10/18/2022

  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.

  My husband and I had a family qualifying event (birth of twins) in which we moved our entire family to UHC under my plan and moved my husband and son off of BCBS at the same time. Instead what happened: BCBS did not drop my son and husband from coverage - the employer accidentally deducted health expenses from 2 additional checks and they also added two new dependents onto the plan without instruction or information. How? No one can answer us. Meanwhile I am paying for full family coverage at my workplace with UHC at the same time. And we have hundreds of thousands of dollars in claims being denied due to disagreements in the medical coverage date and coordination of benefits statement. UHC and my employer are only able to do so much, but BCBS is not working to resolve the issue. They will not speak to my husband directly and they also can not produce documentation on why they added my two new children. His employer said they dont know how this happened but no one is helping us. Meanwhile we are being sent to collections for 2 NICU babies that were also remitted for additional hospital care. This is my last attempt before we hire a labor cobra FSA tax attorney. I want them to fix the coordination of benefit dates and medical coverage dates so we can move on as this all originally began in April 2021. We have over paid in healthcare premiums and are not being covered. This is unacceptable.

  Business Response

  Date: 10/19/2022

  BlueCross ** will contact the complainant directly regarding their concerns.

• Initial Complaint

  Date:10/18/2022

  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 had a technical glitch that prevented them from accepting my payment for a new Marketplace plan. After a month of trying, they directed me to sign an application they initiated to replace the approved Marketplace plan. I was assured that with the replacement application I could still apply for the Marketplace tax credit when I filed taxes as the replacement plan would only affect my ability to have the credit applied at the time I paid my monthly premium. The *** disallowed the credit (over $10,000 is at stake). A BCBSNC supervisor got involved and listed to the recorded calls and confirmed their rep did assure me as I had stated, but the rep was wrong. As I had relied on promises by their rep, they are taking responsibility and are going to work on correcting the plan retroactive. They did make sure my plan was moved to the Marketplace effective the next month, but there is still 10 months of expensive premiums I had already paid. This has drug on for 6 months and it is still not fixed as they indicated fixing this retroactive is a challenge, they have been in contact with *********************** and they are having difficulties figuring out how to fix this. I am going to be filing taxes again soon and will have the problem again because it will include the premiums I paid in early 2022 that were not applied to the plan while coded as a Marketplace plan. I am no longer even getting calls back from BCBSNC. I think they have given up on fixing this but I need to be able to get the tax credit to pay my bills.

  Business Response

  Date: 10/18/2022

  Thank you for the referral. We have made outreach to our member to address all questions and concerns. We are providing our member with support and assistance with the resolution of their concerns.

• Initial Complaint

  Date:10/17/2022

  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.

  Requested for policy cancellation as of 12-31-2021 since I had new coverage through my employer as of 01-01-2022.Was charged $369.42 for medical for the mont of January and $23.86 for dental for the months of January and February.Was told that I can expect refunds in a few months. Never received them and just now got a notification saying case closed. Tried speaking with a customer service rep who told me my request did not get processed until February and as a result I cannot get a refund. In the past, I have never had issues with getting refund for premiums for policies I did not need. I have proof showing I had another insurance and had absolutely no need for BCBSNC. BCBSNC failed to process my request timely and now to be told I cant get a refund I am left feeling robbed. I hoping someone can correct this.

  Business Response

  Date: 10/17/2022

  BlueCross ** will contact the complainant directly regarding their concerns.

• Initial Complaint

  Date:10/14/2022

  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.

  BCBS sent my personal mail to my place of employment. It was statements and reminders to pay my vision and dental bill. I never gave permission for any correspondence to go to my work address. I would normally pay my monthly either bi-monthly or quarterly before the cancellation period. August 2022 my company scheduled a meeting stating my personal mail was sent to them and requested that I stopped doing this (warning). I explained that I did not give my work address for them to do so. When I saw the mail there were letters informing me that my plans were terminated due to non-payment (dated 7/5/2022) but I could send in the payment to reinstate. I sent an email to BCBS inquiring on 8/16 Wendy replied and said my dental and vision had been closed due to non payment and because it lapsed they could not reinstate it. I then tried to research to find out how the mail address was changed. 9/6 I contacted BCBS and spoke with ******** @9:36AM explained the situation. She spoke w/her manager and said if I can provide proof that BCBS was in error (letter w/incorrect address) and pay June-Oct. (write two separate checks) they would reinstate. I sent in two separate checks for $251.65 (Dental June-December) and $114.52 (Vision June-December) to FPS-Off Exchg Reinsttmnt. Checks were cleared 9/20 from my bank. 9/30 f/u w/rep ***** (Wade-Supervisor); said they would investigate; said they don't have record of conversation on 9/6 but do see the email from 8/31. ***** said I should have gotten a ref# but I did not know this (cs#********) she updated acct back to home address. 10/6 f/u w/rep ******* (cs#********) stated check #**** was reimbursed; investigated; said team lead **** will call back in 48hrs about dental. 10/12 f/u w/rep **** (cs*********) shared no callback from 10/6. He said he will try to get it reinstated; confirmed both checks refunded. After telling them wrong address the checks showed up at my place of employment instead of home address today 10/14.

  Business Response

  Date: 10/14/2022

  Thank you for the referral. We have made outreach to our member to address all questions and concerns. We are providing our member with support and assistance with the resolution of their concerns.

  Customer Answer

  Date: 10/14/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I still do not have an outcome.  I did receive a call from BCBS today 10/14, which was impressive (thank you BBB), stating they are looking into the matter and will follow up by Tuesday of next week.  Because I have had several CSR professionals from BCBS give me their word to call back and did not, I rather not go off "we are looking into it."  I need to know they have actually resolved it.
  
  
  
  Sincerely,
  
  
  
  ********* *******

  Business Response

  Date: 10/21/2022

  Thank you for the referral. We have made outreach to our member to address all questions and concerns. We are providing our member with support and assistance with the resolution of their concerns. 

  Customer Answer

  Date: 10/21/2022

  
  
  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.  Representative Arielle was very kind and patient to really read through the issue and further investigate my issue.  I am happy to say they were able to resolve and reinstate my insurance and I am forever grateful.  She said I don't need to thank her but I do....Arielle THANK YOU!
  
  
  
  Sincerely,
  
  
  
  ********* *******

• Initial Complaint

  Date:10/07/2022

  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 went to the *** MinuteClinic in April to do a HPV Vaccination. I have given them my insurance info back then, but they sent me mails over and over again telling me to pay for $235 for the vaccination. BCBS NC told me that this vaccination is covered by my insurance (BCBS NC).
  
  Every time I receive the mail, I called my BCBS NC, they called MinuteClinic with me on the line, saying that this should be covered by my insurance. MinuteClinic said they will look into it. And then after a month, MinuteClinic sent me a mail to collect the charge. I have repeated this process with MinuteClinic and with my insurance company (BCBS NC) for over 3 times. Every time, I spend over 1 hour on the phone. And today I received a debt collection mail from a debt collection company. I don't think MinuteClinic has done their due diligence here, and feel the need to file a complaint to the company.

  Business Response

  Date: 10/10/2022

  Thank you for the
  referral. We will reach out to our member and address any questions or
  concerns.