Complaints

This profile includes complaints for AccessOne MedCard, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  AccessOne MedCard, Inc.

  360 Kingsley Park Dr Ste 300 Fort Mill, SC 29715-4403

  
• 

  AccessOne MedCard, Inc.

  2764 Pleasant Rd Ste A PMB 11803 Fort Mill, SC 29708-7214

  

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:03/13/2025

  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.

  AccessOne, **** was an optional service listed on my Atrium Health bills statement to make monthly payments in installments, rather than all-at-once. I signed up for an Interest free plan and made four payments at the end of 2023-1/19/2024. Between 1/25-2/19/2024 the type of plan changed to an Interest plan without my signature or permission or knowledge.

  

  Business Response

  Date: 03/26/2025

  Hello,

  We have checked our records and confirmed that Mr. ******** plan did convert from our interest free option to a with interest option on January 25, 2024. This change occurred because an individual who was logged on to Mr. ******** online portal account with ********************** initiated a payment on January 15, 2024 where the with-interest payment option was selected. Opting in to the with interest repayment option allows a consumer to pay a lower minimum monthly payment.

  Every consumer that selects the lower payment with interest option receives a notification that because of that selection interest will begin being charged on their account.

  Screenshots from our system showing the account change and what consumers view when they are converting their account type are provided. If Mr. ******* believes that his online account was improperly accessed, we invite him to call the AccessOne call center at ************ to let us know what potentially happened.

  Kind regards,
  AccessOne Medcard, Inc.

  
  

  Customer Answer

  Date: 03/26/2025

   
  I am rejecting this response because:
  I did not authorize the change. There was no alternative calculated for an interest free option on any of the statements following the unauthorized change.

  

  Business Response

  Date: 03/31/2025

  Please review the attached word document showing the notifications received when an AccessOne account holder elects to make a lower payment with interest payment. Consumers are alerted that interest will apply to all future payments on the accounts. (This is also indicated by paragraph #4 of the attached terms and conditions).

  Customer Answer

  Date: 04/01/2025

   
  I am rejecting this response because:

  The AccesOone payment statement dated 02/19/24 was the first one with a "low payment w/ interest" calculation. The previous three were as I signed up for, an interest free payment. I did not change to a "payment with interest"  plan. However, if I tried to pay another amount, would have been penalized.

  I would like the interest I paid over the year applied to my balance.

  
  

  

  Business Response

  Date: 04/05/2025

  We have made an outbound call to the consumer to advise them of their options in regard to the account. ********************** offers two main options: an interest-free payment plan option and a lower-payment with-interest option. As a courtesy, we are willing to convert the account holder's plan to a non-interest status. This would require higher minimum payments then the consumer is currently making. Because of confusion around the payment made in January 2024 that converted the account type, we will revise the consumers balance so that all payments will be applied to the principal amount.

  Customer Answer

  Date: 04/07/2025

   
  I am rejecting this response because:

  While I accept AccessOne's confirmation that my previous plan was converted from an interest-free to a with interest plan, and that the company is willing to reconvert back to my original payment plan. I also appreciate the effort to apply the previous finance charges to the balance.

  I Reject the Timeline for Repayment:

  The timeline elected for repayment would need to be negotiated, as it is unreasonable and unfair to expect  double the amount, much higher payment than the current on a strict budget each month. On the outbound call, an 18 month timeline was put forward, however the monthly installments are out of range for the budget. I am requesting an extension of this timeline to 36 months to make the payment reasonable and fair to resolve the account.

    

  Customer Answer

  Date: 04/07/2025

   
  I am rejecting this response because:

   

  Date Sent: 4/7/2025 1:23:44 PM
  

   
  I am rejecting this response because:

  While I accept AccessOne's confirmation that my previous plan was converted from an interest-free to a with interest plan, and that the company is willing to reconvert back to my original payment plan. I also appreciate the effort to apply the previous finance charges to the balance.

  I Reject the Timeline for Repayment:

  The timeline elected for repayment would need to be negotiated, as it is unreasonable and unfair to expect  double the amount, much higher payment than the current on a strict budget each month. On the outbound call, an 18 month timeline was put forward, however the monthly installments are out of range for the budget. I am requesting an extension of this timeline to 36 months to make the payment reasonable and fair to resolve the account.

    
  

  
  

  

  Business Response

  Date: 04/09/2025

  AccessOne, in conjunction with certain health systems,offers specialized repayment programs that carry lower monthly payments for consumers that meet certain qualification. We have checked with the consumers health provider and believe that she is eligible to participate in this program.We will attempt to reach out to explain the program details and see if this resolution will meet her needs.

  Customer Answer

  Date: 04/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:02/17/2025

  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.

  I was introduced to AccessOne interest free payment option after an emergency department visit at **** back in Nov., 2022. I could have paid all at once but **** told me that they are contracted to have interest free payment option with AccessOne, so I signed up for it in Feb., 2023. When I was on the phone with an agent to sign up, I double checked AND triple checked that I was getting signed up for interest free option and monthly payment is ****** every month and the lady on the phone ensured me that it will be interest free. I have been paying $****** EVERY MONTH for last TWO YEARS and never missed a payment. It is almost time for me to be done with all the payments so I decided to make a phone call today AccessOne. AccessOne told me that I have over $900 balance so something did not add up so I request payment history to be sent to my home because they stated that they dont send anything electronically. Something was not adding up so I decided to check my UMMC billing history for the first time, and AccessOne has been paying way less than $****** to UMMC each month. Payments from AccessOne to UMMC vary between $34.72 to $322.45 every month when I paid them the exact amount of $322.45. So I picked up the phone again and called AccessOne and they told me that I am not on interest free option. And that currently I am paying for over 13PERCENT!!!!!! This is a total fraudulent activity. The lady I was on the phone with me escalated the call to her supervisor and told me that they will investigate and call me back in next 4-5 days. I really hope that I hear back from them with resolution because this is something that you just dont see or hear.

  

  Business Response

  Date: 02/25/2025

  We have reviewed the customer's compliant and will adjust her account balance as requested.

• Initial Complaint

  Date:12/12/2024

  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.

  On November 29th 2024 an alleged health insurance was sold to me, th coverage was for my wife and I, the agent on the phone said I had a 30 day preview and I could cancel it anytime. I found out later that week less than 3 days after the purchase that it was actually a medical discount program that didnt really work at any health care provider which I felt didnt meet the standard that I had been told to expect for the $274.97 I spent. I called customer ******************** just to find out I cant get a refund even though Im still within the 30 day preview window because the company policy mandates that users purchase another health provider to ensure the responsibility transfer from one insurer to the other. I expressed to them on the phone that i dont intend to purchase a new plan but they refused to refund me the money even though I never got to use the discount card and never got them on the mail. Ive called and spoken to many agents and they all say the exact same words. Maryland law doesnt require me to purchase a new insurance program to be eligible for a refund, which is why this is a potential violation of my rights.

  

  Business Response

  Date: 12/12/2024

  Hello,

  AccessOne Medcard, Inc. has reviewed the information you have submitted and can find no record of us having any contact with you. We believe that this complaint should actually be directed to a separate company with a name that is similar to ours: ********************************
  

  Based on the website of Access One Consumer Health (************************************************)that company can be contacted **************.

• Initial Complaint

  Date:11/01/2024

  Type:Sales and Advertising 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.

  July 29, 2024 I contacted AccessOne regarding an Atrium Health bill. I had multiple accounts making payments. I informed accessone that I contact Atrium and most of my account balances should be updated. After I informed Accessone of this balance issues I attempted to log into my account and was not able to. I contacted them and had multiple tickets sent to their IT department for a resolution. Today 11/1/2024 my accounts are past due even though I have automatic draft (cannot see/access my account online). I contacted Accessone to inquire about this and they explained they are still working on the access and that the accounts were merged however the balance increased and my payments (based on the payment amount they offered) did not get updated causing this late fee. This is unaccepted. I will be sending another complaint as it relates to Atrium becase these bills are incorrect and I requested multiple times for them to correct it and they did not update my bill with access one.

  

  Business Response

  Date: 11/12/2024

  Thank you for contacting us with your concern. We apologize for the system issues that are hindering your ability to log-on to our system. In response, we are waiving the late fees that were applied to your account in September and October. We have also updated your system preferences to ensure that you receive a paper version of your account moving forward.

  
  AccessOne strives to provide a positive customer experience.Please feel free to contact us again at ************ should you have any other needs or questions. 

• Initial Complaint

  Date:07/25/2024

  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.

  I had received a collection letter from access one about a hospital bill that I owed for $1053,25 , I made a payment arrangement of $47.63 a month I had been told there are not hiding fees or interest, obviously its very difficult to pay this amount for me. I made already 14 payments =$666.82 I checked today how much I owe because I dont have a job. According with my calculations $1.053.25-$666.82 = $386.43 when I checked in their system I owe $461.52 its $75.09 more than supposed to be. When a person ask for aid to be able to pay, is because we dont have the money. The hospital dont supposed to sale my apparent debt without my authorization to a company and charging interest and fees and I didnt even know. Please review my ************ you

  

  Business Response

  Date: 08/09/2024

  Dear ******************,

  Thank you for giving us the opportunity to address your concern.Our base payment plan allows patients to enroll in a 12-month 0% interest rate payment plan or a longer-term plan (***** months) with lower payments that carry interest. Our records indicate that when you opened your account last year you selected the with interest option.

  Understanding your preference to use a zero-interest plan,AccessOne is in a position to refinance all of your payments from this year to interest free status. That leaves the account with a balance $432.07. Moving forward,the minimum monthly payment on the account (as long as no new charges are added)will be $31.90instead of $47.63.

  Our records indicate that our call center was able to speak with you directly on August 5 to discuss these changes. If you have any questions, please feel free to reach out to us again at ************.

• Initial Complaint

  Date:03/28/2024

  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 have been in contact with Access One since December about a balance accrued from atrium in the amount of aprx. 2400. I was told I qualified for a low payment plan that fit my budget but would not be updated on the account immediately. By early January after waiting a few weeks for my account to be updated I began getting calls stating the payment was late. I called in and was told I was now two payments behind and needed to make a double payment to be up to date. Although the account never properly reflected on the agreed upon ***** I was getting calls stating I owed upward of 200. I made the double payment of ***** with the representative. A couple weeks later I began getting calls stating the payment was coming up but the automatic system did not reflect the agreed upon payment which prompted me to call in. Once again I was told not to worry and ignore the automatic calls my account should be updated to the agreed payment amount. I have called at least 3-4 times in regards to my account being updated and each time was told to ignore the system it was calling because it was not accurate on the actual amount I was to pay monthly. I have never received an actual billing statement from the company nor does logging into my account reflect that any were sent out. I am now being told my account was sent back to atrium for non payment and would no longer be able to make payments on the agreed upon *****. Access One has failed to give me accurate information with correct billing statement and expected date of payment along with the correct means to make this payment but it is somehow my fault I did not make the payment on time and by their standards defaulted. I was told if I did not make a payment in ******************************************************************************************************** 90 days. I have been calling in to make sure something like this did not happen and seemingly can not win. Very disappointed in how I was handled as a customer.

  

  Business Response

  Date: 03/29/2024

  Dear ******************,

  We have reviewed your account records. They show that you charged $2,683,86 of medical balances to your AccessOne account on November ******. We have identified an error within our system that prevented your account from being transferred to a lower payment option.
  

  Please note that unlike a most forms of credit, AccessOne does not report information to credit rating agencies. We also forgave the late fees that had accrued in our system before sending your remaining balance back to your health provider (which occurred on March 25, 2024).
  

  Thank you for speaking with our customer care representative (*******), about your available options with regard to this balance. We anticipate that the plan structure mentioned in your message (monthly payments of $26) can still be set up.
  

  Please feel free to call our patient *************** at ************ with any further questions, comments, or concerns.

• Initial Complaint

  Date:01/29/2024

  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.

  On Dec 5, 2019, I set up an interest free payment plan with Access One for the medical charges after delivering my twins at ******************* in Sep 2019. The borrowed ****** was $5, ****** at that time, and was set up for automatic monthly drafts of $104. Another $5,500.90 in medical charges was added to my account totaling $10,608.09 (after making two payments of $104 already). I agreed to pay $221 a month for 48 months interest free.Access One did not take the agreed upon monthly ****** of $221. Instead they only took $201.68 the first month and decreased the payment ****** by $2 and some change every month for 48 months. I have physical copies of the bank and credit card statements showing these payments to Access One but they are too many to upload (over 30 pages). There were a couple of months that they took no payment for no given reason. Other than October and November of 2023 when I had contributed the max ****** to my HSA account, the funds were always available to be withdrawn or charged. My mother-in-law had a brain aneurysm in October of 2023 at the same time that my HSA account ran out of funds. We were in survival mode driving to and from the hospital daily while still taking care of our 4 year old twins, so I was not even aware of the insufficient funds for a month, as no one called me or notified me. When I realized what happened, I called to give them another form of payment.I logged into my Access One patient portal for the first time (as I was not getting paper statements) when I realized that I was being billed for finance charges. I immediately called Access One (Jan 22, ****) to find out when they started charging me interest, as the online statements only go back as far as Sep 2022. I was told by their representative, *****, that my account had been changed to an interest plan on March 5, 2020 (without my knowledge). Access One offered to take off 6 of the 47 finance charges, which I declined. I am still waiting to hear back from them.

  

  Business Response

  Date: 02/02/2024

  Dear **************,

  Thank you for contacting AccessOne and bringing your concern to our attention. AccessOne takes pride in providing an exceptional patient experience, and it is important to us to know when expectations are not met.
  

  After reviewing your account history, ********************** will be providing you with your requested relief and will adjust your balance accordingly.
  

  As further background, the original Terms and Conditions of your credit agreement with AccessOne (see attached) do allow for finance charges to be applied when a consumer misses a monthly payment or pays less than the amount indicated on his/her statement.
  

  Beginning last year, AccessOne adjusted its program. We now ask that consumers contact us or indicate on their online AccessOne account portal if they would like to use our lower payment option with interest.
  

  Your current terms and conditions, which we also provided to you via email, are attached.Your account is now set to stay on our interest-free payment program.
  

  Please feel free to contact us via phone at ************ with any further questions.

  Customer Answer

  Date: 02/06/2024

   
  I am rejecting this response because:
  My original $10,608.09 loan with Access One would have been paid off by now, according to the terms of our agreement. However, I still owe $2,617.71 of my original loan due to their actions. They intentionally decreased my monthly automatic payment by a sliding $2 for 47 months resulting in erroneous finance charges.  

  

  Business Response

  Date: 02/12/2024

  Dear **************;

  In response to your concerns, we remitted $3,995.66 of finance charges that had been posted to your account. Additionally, we were able to roll your remaining balance of $6,358.88 into a plan that is interest free and that only requires you to make payments of approximately $132.50 each month. (Please note that the amount would change if you add additional charges to your balance).

  Your current balance is made up charges that were transferred to your AccessOne account balance on January 3 and 5, of 2023 and on December 31, 2019. Our records indicate that the 2023 charges were for a total $4,087.37. That means you still have a balance of $2,271.51 remaining from the 2019 charges.

  AccessOne is not in a position to offer further adjustments to your balance. If you prefer, AccessOne can remit part or all of your balance to your health provider. That balance would then be subject to the collection procedures and the collection timeline set by your provider.

  Our review of your account has not been able to conclusively determine why your balance was placed into AccessOnes lower payment with interest option in February of 2020. This account option allows account holders to only pay ****% of their total balance instead of the 1/48th required to stay in our interest-free plan. We regret that we only learned recently (after nearly 4 years) that this payment structure did not meet your expectations.

  (A conversion to the with interest option, as described in your 2019 account disclosures, used to happen automatically if a payment was missed or late. Such a conversion now only occurs if we are contacted directly by a consumer.)

  We acknowledge your frustration and hope that our ability to offer you a longer interest free repayment period on your 2019 balance provides you with at least some satisfaction.

  Please feel free to contact us again at ************ with any further questions.

  Customer Answer

  Date: 02/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and accept this resolution. My desire is to warn consumers about this company in hopes that they too will be aware of their scheme to take advantage of consumers by applying bogus charges that easily go undetected by gradually lowering your monthly payment.  
  Thank you. 
  

• Initial Complaint

  Date:01/24/2024

  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.

  In November ***** Atrium Health had a bill on ****** for me, there was an issue with the billing and they resolved it told me on **** they sent the remaining balance of ****** to Access One. They then gave me an adjustment of ****** because of an issue on their side. End of December I made a payment of ******. leaving what should have been a balance of *****. I noticed the bill at Access One was over $200.00. I then called Atrium Health who said they did not see that and they were going to ask Access One to fix the problem. I then waited a week or so and the balance was adjusted but not properly. Now it shows a $****** WHICH IS STILL not correct. After speaking with Atrium Health they stated my balance was and is only ***** and I need to speak with Access One is still denying that amount and showing a ****** payment. below is the break down and I am frustrated.I owe only $***** why does Access One show $******. October bill $****** Payment 11/17/23 $118.79 Payment 11/28/23 $100.00 Sent to Access One $****** AH Adjustment 12/5/23 $148.82 Payment 12/28/23 $****** Balance $ ***** The original bill and my payments listed are attached. Access One should apply the AH Adjustment of $****** properly. I only owe $94.80 I SIMPLY NEED ACCESS ONE TO APPLY THE $****** CREDIT PROPERLY Atrium Health stated they have the following information Bill#*****8113 -- $48.96 Bill#*****2253 -- $45.84

  

  Business Response

  Date: 02/02/2024

  Dear *****************

  Thank you for contacting AccessOne and bringing your concern to our attention. AccessOne takes pride in providing an exceptional patient experience, and it is important to us to know when expectations are not met.
  

  AccessOne is a leading provider of patient payment options designed to help you manage your healthcare costs. Weve helped more than a half million patients, just like you, by providing compassionate financing options. We partner with hospitals to offer no-interest or flexible low-interest patient loans. Unlike a traditional credit card, we cover all patients regardless of credit balance or credit history- and we never credit report. Our customized payment options offer the following benefits:

  -No credit reporting or fear of collections
  -All applicants are accepted
  -No hidden fees
  -Convenient payment methods: online, phone, check and auto pay
  -Consolidated statements for other outstanding accounts and multiple family members
  -Customized, interest free and regular low-monthly installments
  

  Our records indicate that on January 24, ****, you participated in an extensive discussion with an AccessOne call representative which included a representative from your health provider. Our records indicate that your AccessOne account was closed at your request. As a result, you owe no further payments to AccessOne and can work directly with your provider on arranging future payments.
  

  The balance in AccessOnes system was the result of charge adjustments that were input into your providers bill tracking system. This system showed an entry on December 7 that cancelled that adjustment for $148.82 you mentioned in your message to us.Now that your balance has been returned, you can work directly with your provider on ensuring that any remaining balance on your account is correct.

• Initial Complaint

  Date:12/15/2023

  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.

  I joined AccessOne in June 2023 to help make monthly payments on medical bills . When I joined I agreed to pay 230 a month by the 30th for interest free payments or 114 for payments with interest . After I joined they would only let you pay by putting your bank account on the website which luckily I smart enough not to do because by August it was saying I owed 450 a month for interest free payments which would have been coming out of my account had I put my bank info on their website . I was also charged a late fee and I have never paid late . I called and they said their statements were broken and it would be fixed by the next month . Continue on it is now December and their statements still havent been fixed . Its still charging me late fees and showing the wrong amount that I owe . I have never once paid late . I have paid more than the interest free amount multiple times for them to charge part of the extra amount that I paid to themselves for their late fee when it wasnt paid late . *** called and emailed almost every month trying to resolve this issue and ** always promised that it will be fixed by the next month and it never is .

  

  Business Response

  Date: 12/27/2023

  Dear Ms. ********************** you for allowing us to review and respond to this issue. We have flagged your monthly statements and are working to ensure that future statements reflect your correct payment amount. We appreciate that you have continued to make payments on time, and we have reviewed your account to confirm that any and all late fees have been refunded and removed from your account.

  We apologize that the issue you have communicated has taken longer to fix than anticipated. Please know that we are tracking this issue closely and will stay in communication with you if we notice any errors on future statements.

• Initial Complaint

  Date:11/08/2023

  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.

  Have paid this company $900 on two separate occasions for my bills at Atrium Health. First, they do not let you use a credit card recurringly. Secondly, they take OVER 30 days to post your payment to the Health institution. I paid a $500 amount Sept. 16, 2023 and the balance did not post until Oct. 27th, 2023. I paid an additional $400 Oct. 17, 2023 and I have no idea when to expect that to hit Atrium because their customer service representatives say they can't make promises or only have a best guess. Well, long story short...Atrium actually owes me money because of adjustments made (very thankful) but because they wont send the money to Atrium, they [AccessOne] are trying to collect an additional $344 from me or hope that I wait it out and get caught paying them an interest fee on the requested amount. That is beyond ridiculous, fraudulent and needs to be investigated. I had my balance sent back to Atrium because all though all these companies are all slimy, Atrium is who I owe my money too and now I don't have a third party trying to interfere and delay anything. But seriously...AccessOne get it together and please at least send my money back to Atrium and post the $400 to them that I paid you.

  

  Business Response

  Date: 11/28/2023

  Dear **************;

  Thank you for bringing this issue to our attention and for providing the accompanying materials. We have reviewed your AccessOne account and confirmed that it was closed per your request. You have no remaining balance and are under no obligation to make any future payments to AccessOne.
  

  Because your balance was returned to your medical provider,we do not have visibility into any recent transactions that *** have occurred on your account. We can confirm, however, that information about both your $400 and $500 payment to AccessOne has been shared with your provider.
  

  Because your account with ********************** is no longer active,questions about your current account balance, and an explanation for any balance adjustments should be directed to your provider. If, after discussions with your provider, you continue to believe that your payments to AccessOne were not properly allocated, please feel free to contact AccessOne at ************ to provide a billing contact (at your provider) so that we can determine a solution for any remaining discrepancy.
  

  Thank you again for reporting this matter. We apologize for any inconvenience.

  Customer Answer

  Date: 11/28/2023

   
  I am rejecting this response because:

  I made a payment of $400 to Account Number ending in **** using ********************** on 10/17/23. The Confirmation Number for payment is **********. After speaking with representatives at AccessOne, it can take 30 days for a payment to be sent to the provider. However, all payments should be sent by the first of the month after they are received (so this would be 11/1/23 when my provider at Atrium Health was supposed to have received it.) I have reached out to the provider, Atrium Health and they have not received it still as of 11/28/23. I am not talking about missing adjustments. I just want the $400 sent to the provider, Atrium health OR refunded to me. This is fraudulent considering I have proof of the payment in two places as going through to AccessOne. AccessOne is obligated to then pay it to Atrium Health. 

  
  

  

  Business Response

  Date: 12/05/2023

  Dear **************,

  Thank you for being willing to speak to us directly about your situation. We appreciate you taking the time to talk with our representative last week.

  As we stated earlier, we need information from your provider to help determine the cause of the disconnect between what AccessOne reported to the provider and what you are being shown on your statement. Our records confirm that all payments made to AccessOne were credited to your account. The initial balance of your AccessOne account was $1,632.62. The balance stood at ****** when on November 7 you asked AccessOne to return the balance to the health provider. It may be that your payment to AccessOne was incorrectly coded as another type of balance adjustment by your provider.

  Beginning today we will work on contacting your provider in order to ensure that their records correctly indicate your previous payments on your AccessOne account.