Complaints
This profile includes complaints for FirstEnroll's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 523 total complaints in the last 3 years.
- 300 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/16/2025
Type: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 recenly purchased an insurance policy for my son who had aged-out (turned 26) of the family plan from my employer. When I purchased the policy the agent, Kyle K.informed me that coverage would start on the 19th of the current month and the first payment was due on the 16th of the next month. I told Kyle that I would prefer payments after the 20th of the month as that is when I get paid. He said that that was not a problem as all I needed to to was call an agent and arrange to a payment date change.
Today I tried to do exactly that. First I called the Customer Service line and was told by a "manager" that it was not possible to change the billing date once the policy was activaed. I said you mean that no-one in the corporation has the ability to modify the date? to which she said NO.
Next I called the Agent line and after discussing this situation and all options I chose to hang up after even the agent agreed the company policy was just "STUPID". Interestingly enough the agent admitted he had no training in business of any kind. Where do you find these people?
I have not decided what to do but you can be assured that the first option I have to dump this company I will jump at the chance.
How they stay in business with this attitude is beyond me and I have an MBA degree.
***
*.
Business Response
Date: 06/24/2025
Dear Consumer,
Thank you for bringing this matter to our attention; we take
this matter very seriously.
Please allow us to clarify our role in this process.
FirstEnroll is a third-party billing and administration company that
facilitates premium billing for plans purchased through independent insurance
agencies. As such, we do not determine the benefits, coverage, or claims
decisions associated with the plans sold by the Agency.
FirstEnroll only attempts to collect premiums from accounts
in which it has received a signed e-sign document which is completed at the
time of purchase with the agent, this is also why we appear on the billing
statement. We understand your frustration and sincerely apologize for any
inconvenience you have experienced.
Please see the attached response.
If you require further assistance or have additional
questions, please do not hesitate to contact our Member Services department at
###-###-####, available Monday through Friday from 9:00 AM to 5:30 PM EST.
Best Regards,
Tanya B.
FirstEnroll LLCCustomer Answer
Date: 06/30/2025
Complaint: ********
I am rejecting this response because:You fail to understand that your sales agents are mis-representing the product(s) you sell in order to close a deal. The agent I spoke with clearly said that If I did not like the billing date all I had to do was contact a sales agent to adjust the date and pay a small fee to move the billing date to one that was acceptable to me.
Your agent clearly understood that anything he told me to close the deal would NEVER come back to bite him as he must have known just how ANAL EXPULSIVE your company is.
What I have learned here is that your sales agent are just a bunch of sales scumbags and that I should never do business with you again.
I hope this complaint will forwarn you potential client that you don't honor the representations of your sales staff and that your company is CLEARLY an OPPORTUNISTIC venture that they should stay away from!!!
Regards,
******* ********Initial Complaint
Date:06/03/2025
Type: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 enrolled for medical insurance and had payment of $318.50 taken out on May 19, 2025 with a 30 day looksee period to cancel. I tried to use it for the first time today for prescriptions and found out I was mislead about the coverages, not only do I have to use certain pharmacies but I also found out they don't cover the diabetic medicine my family needs as well as I was told I had a $5 co pay for generic scripts but they tried to charge me $271 for them. I called to cancel and was sent to Lisa Wright (right) not sure of spelling, she insisted on calling me back on a different line, she called from ###-###-#### and it said Texas. She asked me exactly why I wanted to cancel and I explained what I wrote above to which she hatefully asked "and just what exactly do you think you're gonna do for medical then" to which I told her none of your business I just need it cancelled and my money refunded. She told me she wasn't going to put up with me not telling her and I asked for a supervisor to which she said "I am a supervisor imagine that", I asked for her name and she gave it and then said do you want my first born too or how about my blood type. My 16 year old daughter heard the whole thing as she was on speaker, I started to tell her how unprofessional she was when she hung up on me. I called back to the first number and was told in order to get a refund I had to talk to that department, when they transferred me it was her again. I asked a 3rd time for someone else and when they sent me it was her again so I hung up. After that she called my phone 4 times back to back to harass me, I did not answer. She should not be in that position, she's awful mean and caused me so much stress just trying to cancel and get refunded. I got confirmation of the cancellation but nothing about the refund of my premium. I am within the 30 days and never used their benefits. I can't get anywhere with that lady.Business Response
Date: 06/05/2025
Dear Consumer,
Thank you for bringing this matter
to our attention; we take this matter very seriously.
Please allow us to clarify our role
in this process. FirstEnroll is a third-party billing and administration
company that facilitates premium billing for plans purchased through
independent insurance agencies. As such, we do not determine the benefits, coverage,
or claims decisions associated with the plans sold by the Agency.
FirstEnroll only attempts to
collect premiums from accounts in which it has received a signed e-sign
document which is completed at the time of purchase with the agent, this is
also why we appear on the billing statement. We understand your frustration
and sincerely apologize for any inconvenience you have experienced.
Please see the attached
response.
If you require further assistance
or have additional questions, please do not hesitate to contact our Member
Services department at ###-###-####, available Monday through Friday from 9:00
AM to 5:30 PM EST.
Best Regards,
Erica W.
FirstEnroll LLCCustomer Answer
Date: 06/05/2025
Complaint: ********
I am rejecting this response because: although I do understand you are separate but I also know you are in connection with that department because you are the ones who transferred me to them multiple times when I called. The harassment I endured from Lisa in the department you transferred me to needs to be handled. Please respond with the name of that department and how to contact them. You are not directly responsible but you work with them for the consumer and this situation needs addressed. If she harassed me, she is certainly harassing others. Thank you
Regards,
****** ******Business Response
Date: 06/18/2025
Dear Consumer,
Thank you for bringing this matter to our attention; we take
this matter very seriously.
Please allow us to clarify our role in this process.
FirstEnroll is a third-party billing and administration company that
facilitates premium billing for plans purchased through independent insurance
agencies. As such, we do not determine the benefits, coverage, or claims
decisions associated with the plans sold by the Agency.
FirstEnroll only attempts to collect premiums from accounts
in which it has received a signed e-sign document which is completed at the
time of purchase with the agent, this is also why we appear on the billing
statement. We understand your frustration and sincerely apologize for any
inconvenience you have experienced.
Please see the attached response.
If you require further assistance or have additional
questions, please do not hesitate to contact our Member Services department at
###-###-####, available Monday through Friday from 9:00 AM to 5:30 PM EST.
Best Regards,
Tanya B.
FirstEnroll LLCCustomer Answer
Date: 06/19/2025
Complaint: ********
I am rejecting this response because: you still have not directed me to the appropriate person that would be accountable for the treatment I endured by your transferring of me during our phone call. You clearly know who you work with that you transferred me too not once but 3 different times when I tried to resolve this issue with you directly. When a customer calls first enroll and you transfer them as you did me, who are you transferring us to? There would have to be record of calls and who you transfer them to. There must be accountability and if you're claiming it's not you, then please give the name of the company you transferred me to 3 times that day so they can be held accountable for the harassment and unprofessional way I was treated. You clearly couldn't transfer my call unless you work with them. Thank You.
Regards,
****** ******Initial Complaint
Date:04/08/2025
Type: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 never signed the agreement, I only gave them my information. I asked to cancel the transaction before it even took place. The agent told me the situation was out of their hands and billed me without giving me any information as to my insurance (which is the service I am supposed to be paying for) and without any authorization (since the link sent was the authorization and I did not sign). I have not received any email or contact past the link sent which was a contract I did not sign.
I did not receive any service, I was billed without authorization, and I was yelled at by customer service for attempting to cancel this.Business Response
Date: 04/09/2025
Dear ***** **** *********
Thank you for bringing this matter to our attention. Please allow us to clarify our role in this process. FirstEnroll is a third-party billing and administration company that facilitates premium billing for plans purchased through independent insurance agencies.
Your Agency: ********* ****** ********* ***** **************
Your Agent: ******* ********
Product Sold: ********* **** *
FirstEnroll is strictly a third-party billing and administration company, and as such, we do not determine the benefits, coverage, or claims decisions associated with the plans sold by the Agency. We understand your frustration and sincerely apologize for any inconvenience you have experienced.
Please rest assured we take this matter seriously and when this transaction came in on 4/8/2025 from the above mentioned agency, FirstEnroll recognized the issue and immediately voided the transaction and issued a cancellation email to *********************. I will attach the email for your records. I am also attaching the voided transaction receipt for you as well. Our Quality Assurance team will thoroughly review this matter with the agency and the sales agent involved to ensure adherence to proper protocols. We again sincerely apologize for the inconvenience you have experienced.
If you require further assistance or have additional questions, please do not hesitate to contact our Member Services department at ###-###-####, available Monday through Friday from 9:00 AM to 5:30 PM EST.
Best Regards,
Erica W*******
FirstEnroll LLCCustomer Answer
Date: 04/09/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
I do want to note that they sent the cancellation email to the wrong email ending in .con instead of .com, but as long as it is canceled I do not care.
Regards,
***** **** ********Initial Complaint
Date:04/08/2025
Type: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 purchased health insurance through First Enroll marketplace and when I first purchased the coverage I was told that I wouldn't have to pay anything else for the rest of the year and I believed what was told me because I have coverage through marketplace insurance in 2024 and didn't have to pay anything after my initial payment in that year but I made the initial payment of $249.00 on February 10, 2025 but a month later I just so happen to being checking my bank account and was charged $221.50 on March 7, 2025 and I called and spoke with a manager than and he tried to tell me that what I was told was not right and refused to give me my money back so I told him to cancel the coverage they had for me because I no longer wanted to do business with them and he said he would start the cancelation process but I checked my account again April 5, 2025 just to find out that they had charged me again for $221.50, so I called again to try and speak with them on April 7, 2025 and I was told that they have no recollection of me calling to cancel any policies and that they would get the cancelation started this time but all of their calls are recorded that I know of so I'm not sure how they don't have any history of me calling and I feel like they are trying to scam people out of money and I would like for them to be looked into if all possible.Business Response
Date: 04/09/2025
Dear **** ******
Thank you for bringing this matter to our attention. Please allow us to clarify our role in this process. FirstEnroll is a third-party billing and administration company that facilitates premium billing for plans purchased through independent insurance agencies.
Your Agency: *** ********* ********* *** **************
Your Agent: ******** ******
Product Sold: ****** ****** ******* ***** **** ********* **
FirstEnroll is strictly a third-party billing and administration company, and as such, we do not determine the benefits, coverage, or claims decisions associated with the plans sold by the Agency. FirstEnroll only attempts to collect premiums from accounts in which it has received a signed e-sign document which is completed at the time of purchase with the agent, this is also why we appear on the billing statement. We understand your frustration and sincerely apologize for any inconvenience you have experienced.
Please know we take these matters seriously and our Quality Assurance team will thoroughly review this matter with the agency and the sales agent involved to ensure adherence to proper protocols.
After a detailed investigation, as per your request, we have canceled your plan in full and issued a complete refund. Attached, you will find the receipts for your refund. Please note that refunds may take up to 5 to 7 business days to reflect in your account, depending on your financial institution.
If you require further assistance or have additional questions, please do not hesitate to contact our Member Services department at ###-###-####, available Monday through Friday from 9:00 AM to 5:30 PM EST.
Best Regards,
Erica W*******
FirstEnroll LLCCustomer Answer
Date: 04/09/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
**** *****Initial Complaint
Date:03/25/2025
Type: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.
Signed up for health insurance and was told when signed up I had 30 days to decide if I wanted to continue or I would recieve full refund, I signed up on 2/27/25 and cancelled on 3/25/25. Based upon the 30 days I should have until 3/29/25 for full refund. I was advised that I did not qualify for refund as I was suppose to call 15 days prior to the 30 day period, despite them sending an email stating I had 30 full days.Business Response
Date: 03/25/2025
Dea* ***** ******
Thank you for bringing this matter to our attention. Please allow us to clarify our role in this process. FirstEnroll is a third-party billing and administration company that facilitates premium billing for plans purchased through independent insurance agencies.
Your Agency* ****** ** ********* ****** *** **************
Your Agent* **** *********
Product Sold: Advanced Wellness PLUS 100, AME $500-Add on
FirstEnroll is strictly a third-party billing and administration company, and as such, we do not determine the benefits, coverage, or claims decisions associated with the plans sold by the Agency. FirstEnroll only attempts to collect premiums from accounts in which it has received a signed e-sign document which is completed at the time of purchase with the agent, this is also why we appear on the billing statement. We understand your frustration and sincerely apologize for any inconvenience you have experienced.
After a detailed review, FirstEnroll sees you called on 3/25/2025 and were transferred to the above mentioned agency to process the cancellation. FirstEnroll received a notice to cancel the product (no refund) from the agency and as such the product was set to cancel at the end of the billing cycle. FirstEnroll has since received another notice from the agency advising to process the full refund for the 1st month premium. All monies paid have been returned to the original payment method. Please note refunds may take up to 5-7 business days to to reflect in your account based on your financial institution. We again apologize for any inconvenience.
If you require further assistance or have additional questions, please do not hesitate to contact our Member Services department at ************* available Monday through Friday from 9:00 AM to 5:30 PM EST.
Best Regards,
Erica W*******
FirstEnroll LLCCustomer Answer
Date: 03/25/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
***** *****Initial Complaint
Date:03/13/2025
Type: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 didn't allow the company to take this money out of my account. ******Initial Complaint
Date:02/17/2025
Type: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.
On December 17 I made an attempt to get ********* from this company, I was on the phone with a man who promised me ********* for as low as $96.98 every month, with a starting payment of $121.98. he told me that within 2-3 weeks I would also recieve a medical card for my ********* as well as an in depth copy of numerous ways to contact them. Since then I have recieved absolutely no medical card. I tried to call the number I had spoken with the man on again to see if there was an issue with any of my paperwork as it was all filled out over the phone and the number was disconnected. Since then I have been seeking to cancel my subscription, seeing as how I am still being billed with absolutely no medical help.Business Response
Date: 02/18/2025
Dear ***** ******,
Thank you for bringing this matter to our attention. Please allow us to clarify our role in this process. FirstEnroll is a third-party billing and administration company that facilitates premium billing for plans purchased through independent ********* agencies.
Your Agency: *********** ****** ********* (###-###-####)
Your Agent: **** ******
Product Sold: Complete Care Plus
FirstEnroll is strictly a third-party billing and administration company, and as such, we do not determine the benefits, coverage, or claims decisions associated with the plans sold by the Agency.
FirstEnroll only attempts to collect premiums from accounts in which it has received a signed e-sign document which is completed at the time of purchase with the agent, this is also why we appear on the billing statement. We understand your frustration and sincerely apologize for any inconvenience you have experienced.
As per your request, we have canceled your plan in full and issued a complete refund. Attached, you will find the receipts for your refund. Please note that refunds may take up to 5 to 7 business days to reflect in your account, depending on your financial institution.
If you require further assistance or have additional questions, please do not hesitate to contact our Member Services department at ###-###-####, available Monday through Friday from 9:00 AM to 5:30 PM EST.
Best Regards,
Erica W.
FirstEnroll LLCCustomer Answer
Date: 02/18/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
***** ******Initial Complaint
Date:02/04/2025
Type: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.
Misleading ******************************************************** Tactics Avoid ***************************** ??I had a horrible experience with ********************************************************** (GHDP) and am filing this complaint due to their misleading sales practices, aggressive behavior, and unethical requests for personal information.When I inquired about their healthcare plan, they demanded my credit card information before even providing me with a written estimate to review. Additionally, they asked for my Social Security number before giving me a quote, which is highly suspicious and unethical.When I requested a clear explanation of the program, their representative became hostile and attempted to contradict what was written in their own contract, going as far as saying the contract would "disappear." Fortunately, I took screenshots of the document before it was altered.When I escalated the issue, the so-called supervisor was even more aggressive, saying things he absolutely should not have. Instead of addressing my concerns professionally, he tried to pressure me into signing up while dismissing my legitimate questions. His behavior was intimidating and manipulative, and it caused me extreme distress.This company is engaging in deceptive, high-pressure sales tactics, and their lack of transparency regarding the plan details is alarming. They intentionally withhold key information, make false claims about their own contract, and coerce customers into providing sensitive personal and financial information before disclosing any real details.I urge the BBB to investigate ***************************** for their unethical business practices and abusive customer treatment. No one should have to experience the stress, deception, and intimidation that I went through. They asked to prepaid 510 dollar which I decline and then it was when it got aggly. Also recorded conversatio without giving the option of opoutBusiness Response
Date: 02/06/2025
Dear ****** ******,
Thank you for bringing this matter to our attention. At FirstEnroll, we take all customer concerns very seriously and strive to ensure a positive experience for all members. Please allow us to clarify our role in this process. FirstEnroll is a third-party billing and administration company that facilitates premium billing for plans purchased through independent insurance agencies such as ************************** Specifically, the plan(s) in question were facilitated by their sales agent of record, ******** ******. We understand your frustration and sincerely apologize for any inconvenience you have experienced. Our ***************** team will thoroughly review this matter with the agency and the sales agent involved to ensure adherence to proper protocols.
If you require further assistance or have additional questions, please do not hesitate to contact our ************************** at ************, available Monday through Friday from 9:00 AM to 5:30 PM EST.Best Regards,
***** ****
FirstEnroll LLCInitial Complaint
Date:02/03/2025
Type: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.
********** is the phone number I was scammed at. I called marketplace to set up Health insurance, I made a payment to the person over the phone in the amount of $341.43. I called Blue Cross Blue shield and they stated there has not been a payment made. We called the above number together and we were hung up on.Business Response
Date: 02/05/2025
Dear ******* *********,
Thank you for bringing this matter to our attention. At FirstEnroll, we take all customer concerns very seriously and strive to ensure a positive experience for all members. Please allow us to clarify our role in this process. FirstEnroll is a third-party billing and administration company that facilitates premium billing for plans purchased through independent insurance agencies such as ******* Insurance Solutions. Specifically, the plan(s) in question were facilitated by their sales agent of record, Zachary P. We understand your frustration and sincerely apologize for any inconvenience you have experienced. Our Quality Assurance team will thoroughly review this matter with the agency and the sales agent involved to ensure adherence to proper protocols.
As per your request, we have canceled your plan(s) in full and issued a complete refund. Attached, you will find the receipt(s) for your refund. Please note that refunds may take up to 5 to 7 business days to reflect in your account, depending on your financial institution.
If you require further assistance or have additional questions, please do not hesitate to contact our Member Services department at ###-###-####, available Monday through Friday from 9:00 AM to 5:30 PM EST.
Best Regards,
Tonia R.
FirstEnroll LLCCustomer Answer
Date: 02/13/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
******* *********Initial Complaint
Date:01/31/2025
Type: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 February 2024 I signed up to get ****** insurance with ****** ****** ********** *******. My "premium" was to be $79.00 monthly for **** of **, I paid that amount thru December. Then I was scheduled for surgery in January 2025. I received a letter from **** of ** in November 2024, stating my premium would be $9.04 monthly starting 01.01.2025. The first ******* is still taking $79.00 out of my checking account, actually took it out twice in January 2025.
I called **** of **. They told me my premium for last year was $0.00 monthly. I asked why they charged me $79.00. She said **** never took anything from my checking account. That it must have been a "brokerage fee". So I got the "brokerage"number from checking Account statement, and they have hung up on me 3 times. How can they tell me my Premium is $79.00, and **** tell me my premium was $0.00 for 2024?
My bank account is in the red now, since they took it out 2 times this month. I had cardiac surgery on Jan. 27, 2025, do not need this happening.Business Response
Date: 02/07/2025
Dear ****** ******,
Thank you for reaching out and bringing this matter to our attention. At FirstEnroll, we take all customer concerns seriously and are committed to ensuring a clear and positive experience for all members.
We would like to take a moment to clarify our role in this process. FirstEnroll serves strictly as a third-party billing and administration *******. We do not determine benefits, coverage, or claims decisions related to the plans sold by your agency.Your Agency: ****** ****** **********
Agent of Record: Michael N.
Product Sold: **** $***Upon review, our records indicate that on February 2, 2024, you purchased an **** $*** plan for $79.00 per month through agent Michael N. and completed the required E-Sign document to authorize the purchase. FirstEnroll only processes premium collections for accounts with a completed and signed e-sign document at the time of purchase.
Our records do not show any additional insured or non-insured plans, as no other e-sign documents have been received. If you believe you were enrolled in a different plan, it may have been processed through another provider. We recommend reaching out to your agency directly at ###-###-#### or sales@**********************.*** for further clarification.Per your request, we have cancelled the above-mentioned plan. However, please note that you are not eligible for a refund. A copy of the original e-sign document is attached for your reference.
Should you require further assistance or have any additional questions, please feel free to contact our Member Services department at ###-###-####, available Monday through Friday from 9:00 AM to 5:30 PM EST.We appreciate your time and understanding.
Best Regards,
Tonia R.
FirstEnroll LLC
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