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:08/06/2024

  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.

  Won't let me cancel and is trying to keep drafting out of my account.

  Business Response

  Date: 09/10/2024

  Thank you for bringing this issue to our attention.  After conducting our investigation, the consumer enrolled into this product effective 8/27/2016.  We had sent over 100 emails regarding the account since the enrollment of the product, related to updates to the product, monthly payment reminders, etc. to the email the consumer provided when they enrolled into the product.  The customer service representatives were unable to cancel the service for the consumer as the consumer was not able to provide the *** or email that was provided when the consumer enrolled, therefore, they were unable to verify the callers identity.  As they could not verify the consumers identity, they were unable to help them further with their issue/cancellation.  The consumers membership has since lapsed, and therefore they will not receive any further charges. 

• Initial Complaint

  Date:01/23/2024

  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.

  I was offered this coverage in addition to my health care coverage through Healthcare Marketplace. I was not told it was a month to month but that it was yearly and I had to renew with my coverage. I notice it automatically drafted one of my accounts. I called SureMed ************ and I talked ********************* who stated it was month to month. Advised her I wasnt told that initially when I enrolled and did not wish to keep the services to cancel and refund the fees. She stated they could not refund the money. I advised will dispute with my bank. I then requested to speak with a manager in which she denied me stating she was a supervisor. I then requested to speak to someone above her and she repeatedly denied me that. I then ask for corporate number in which she denied me that as well and provided me with a rep number name **** who refused to give her last name and then attempted to transfer me back to *****. This complaint is to notify corporate that although calls are recorded their reps are denying customers requested information. This service was being cancelled because I could never use it even when traveling which is the reason I got it. SureMed is not accepted everywhere and based on the customer service I didnt receive I now can see why.

  Business Response

  Date: 02/12/2024

  After our investigation of the issue and reviewing the call recordings between our employed agent and the consumer, we have determined that the customer was told, and should have known that it was a monthly payment and not a yearly payment.  On 4/13/2021, prior to the purchase, the agent explicitly advised the client, “the monthy SureMed association membership fee of $115 will be billed starting on your effective date which is tomorrow April 14th 2021 and will continue to charge monthly until you cancel the membership.  All SureMed association membership and enrollment fees are nonrefundable.  Do you understand and agree?”, to which the client responded, “Yes”.  Following that conversation, a recording was played which included, “You acknowledge and agree to the automatic payment renewal provision including that SureMed services are billed pursuant to a monthly automatic payment plan ... by enrolling in SureMed’s membership services, you agree that SureMed or its billing administrator, Ideal Concepts Inc. may automatically debit your bank account or credit card for the membership fees due ... until the time at which you cancel your SureMed membership ... do you agree to these terms and to submit your application for membership in SureMed?”, to which the customer responded, “Yes”. 
  
  The consumer has had their SureMed association membership since April of 2021, and has made monthly payments on that membership from then until 1/16/2024, when they cancelled their membership.  About a year ago on 1/18/2023, the consumer had a call with the agent, wherein which they asked, “So they bill a month in advance correct, ... cause his January payment covered for February correct?”, to which the agent confirmed that was the case.  Additionally, the agent stated during that same call both the price of the “monthly payment” and that the next billing date would be the following month.  As such, the agent statements on multiple calls regarding the monthly payment of the membership, the length of time that the consumer had made the monthly payments, and the fact that the consumer made statements that showed that they understood that it was monthly payments, demonstrates that they understood each payment was on a monthly basis.