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:11/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a phone call on my home phone from this company saying I had applied for this card and was asking for information. I did not at any time ever apply for this service or card. They did have my name and phone number already. I gave no more info to them but am very concerned about this type of business practice as I have been trying to get and understand information on my upcoming ******** decisions, I will be 65 in the upcoming year. I am very leery of this type of phone call, and concerned as to this business intentions.

  

  Business Response

  Date: 11/22/2023

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

  Thank you for contacting us with your concern. We apologize if our outreach to you has caused any confusion.
  An AccessOne account is a repayment option offered by your health provider that allows you to repay your outstanding balances overtime.

  Our program is optional, and you wont be enrolled unless you read and agree to the Terms and Condition of an AccessOne Charge Account Agreement.

  Our program offers the following benefits and features:
  

  1. No interest and low interest options for repaying your balance
  2. No credit reporting or fear of collections
  3. All applicants are accepted
  4. No hidden fees
  5. Convenient payment methods: online, phone, check and auto pay
  6. Consolidated statements for other outstanding accounts and multiple family members
  

  If you have further questions, we encourage you to contact our *********** at ************** during regular business hours.

  Customer Answer

  Date: 11/22/2023

   
  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:10/16/2023

  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.

  Accessone is using false information that materially impacted my decision. As many have said here, the company no longer accepts HSA cards as a form of payment since they expire which is a pretty silly reason. It would be better to have to replace an expired card then not accept at all considering the company is specifically for paying medical bills. The *** page of their website says they accept cards and HSAs but Im not sure how they justify that since HSAs dont use routing/account numbers for payments. Company responses here say there are ways to pay using an HSA card but then dont specify. This company shouldnt be allowed to accept business from healthcare providers if they dont accept medical savings accounts. You cant attempt to make a payment until your account is transferred so there was no way to know the website was providing false information until it was too late. Im well in advance of my first payment and hope the company will make this right and simply accept HSA card payments as all other medical providers do easily.

  

  Business Response

  Date: 10/31/2023

  Thank you for contacting us with your feedback. Currently there are several avenues available to patients who prefer to use a payment card, including an HSA card, to make a monthly payment. More information is available in the attached document. Our policy, at present, requires consumers that use a payment card to submit their payment on a monthly (as opposed to recurring basis).

  AccessOne is currently developing a solution that will expand the payment processing options that are available to account holders.Beginning soon we expect to be able to accept recurring payments from HSA Debit cards in accordance with your request.

  Please contact AccessOne at ************** If you have any further questions.

• Initial Complaint

  Date:09/14/2023

  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.

  There is no way to autopay using an HSA account. On the phone, they blame the institution you are paying with but myuncchart.org uses the same debit card info and the payment works with no issues. accessone needs to allow **** HSA autopay. This is a basic payment feature that they have chosen to break, "Effective 05/15/2023, we will no longer be accepting cards for new recurring payment setups through the patient portal. If you have an existing recurring payment setup with a card, please update now to avoid missing a payment.". Get a new online merchant if there is an issue with that.Autopay via Routing/Account number is also not allowed for HSA cards: "These account and routing numbers can only be used for depositing money in your HSA, not for spending your HSA money."Let me be clear, I'm fully aware this is a game to get fees. Please re-enable auto-pay for HSA accounts, this is your basic line of service. If this isn't done, I'll be sure to call every month to make my payment process as costly as possible.

  

  Business Response

  Date: 09/22/2023

                  Thank you for contacting us with your feedback. Currently there are several avenues available to patients who prefer to use a payment card, including an HSA card,to make a monthly payment. More information about those options is included in the attached guide.
                  AccessOne is currently developing a solution that will expand the payment processing options that are available to account holders. Beginning on November 1, 2023,we expect to be able to accept recurring payments from HSA Debit cards in accordance with your request.
                  Please contact AccessOne at ************** If you have any further questions.

• Initial Complaint

  Date:08/07/2023

  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 am no longer able to use my HSA credit card which is solely for paying medical bills, to pay my Access One account online or by phone. Absolutely unacceptable and very, very poor business practice! I set aside money from my paycheck automatically to my HSA account for the purpose of paying my medical bills and suddenly Access One will not allow that form of payment. Truly shocked and upset. It seems odd that a business who wants payments from customers has made it much more complicated for those payments to occur. Not a smart business move.

  

  Business Response

  Date: 08/07/2023

  Thank you for allowing us the opportunity to respond to your concern. Currently there are several avenues available to patients who prefer to use a payment card, including an HSA card,to make a monthly payment. More information about those options is included in the attached guide.

  If you have any further questions, please feel free to contact AccessOne at **************. We also accept card payments over the phone.

• Initial Complaint

  Date:07/17/2023

  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.

  New account, made 6 payments from my HSA account and each were returned NSF with a $25 fee. I contacted my health equity company and no record of them even receiving the request for payment. Health equity account are created for the sole purpose of paying medical bills and yet this company is denying payment and charging me more fees and interest. When I called they refused to refund fees and threatening to send to collections

  

  Business Response

  Date: 07/27/2023

  Dear ********************
                 Thank you for reaching out to us. Our records indicate that we placed an outbound calls to you on June 28 to advise you that your payment had been reversed. They also indicate that you called to make a payment over the phone on July 10. Unfortunately,this payment was also reversed.
                 Please note that card payments can be declined for many reasons. In this case, your card issuer may not have listed AccessOne as an approved payment recipient. For this reason, we encourage customers to make payments using account information that comes directly from a traditional checking account.
                 As a courtesy we are refunding the *** fees that currently appear on your account. Going forward, we would ask that you use another form of payment or that you confirm with your HSA bank that payment requests from AccessOne are not being blocked.
                 Please feel free to contact us with any further questions at ************.

• Initial Complaint

  Date:06/26/2023

  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 have read the complaints of other patients and the response from AccessOne. They said, as of early June this year, that they could take CC payments. The screenshot is evidence to the contrary. I'm filing this complaint because like so many patients who pay with health savings, AccessOne has removed this ability. With this they can easily claim that the patient is past due for not adhering to paying by their deadline using their preferred form of payment which is personal checking. I have an account with these people for my surgery and paid most of it from my HSA card. They are now forcing me to use my checking account. What HSA entity do you know of gives you a check book? Last month they took my payment by card over the phone. Because they have 8-5 hours and my payment is due on a Saturday they are not open, my payment will be late which will allow them to charge me a late fee. I also want to point out that the businesses reply to other patients about being able to take cards online is a false statement as provided by my screenshot. So they want to work regular office hours and make it hard for patients to pay them. I won't say what I think this business is trying to do to drum up profit.

  

  Business Response

  Date: 06/29/2023

  Thank you for allowing us the opportunity to respond to your concern. Currently there are several avenues available to patients who prefer to use a payment card, including an HSA card,to make a monthly payment. More information about those options is included in the attached guide.

  AccessOne also enables a customer to set-up recurring payment by setting up a monthly ACH transfer using a bank account. Customers can call their HSA helpline or check their HSA online account in order to access the routing number and account number that is necessary for an ACH transfer.

  If you have any further questions, please feel free to contact AccessOne at **************.

• Initial Complaint

  Date:06/22/2023

  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.

  My medical bill with Main Line Health was forwarded to AccessOne for payment. After receiving my first bill, AccessOne confirmed they will not accept HSA cards for reoccurring payment. HSA cards are solely for the purpose of paying medical bills and it is bad business practice to manage medical payment and not accept this as a reoccurring form of payment.

  

  Business Response

  Date: 06/29/2023

  Thank you for allowing us the opportunity to respond to your concern. Currently there are several avenues available to patients who prefer to use a payment card, including an HSA card,to make a monthly payment. More information about those options is included in the attached guide.

  AccessOne also enables a customer to set-up recurring payment by setting up a monthly ACH transfer using a bank account.  HSAs, by definition, are bank accounts that can be used by account holders to set up a recurring payment. Customers can call their HSA helpline or check their HSA online account in order to access the routing number and account number that is necessary for an ACH transfer.

  If you have any further questions, please feel free to contact AccessOne at **************.

• Initial Complaint

  Date:06/08/2023

  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've always made timely payments to Access One, using the debit card for my health savings account. When I attempted to pay this month I was shocked to find that paying with my card is no longer an option. They require a banking account # and routing #. The reason I make payments using my health savings account is because I cannot afford to pay out of my personal banking account. My health savings account does not have a routing number. This is a huge inconvenience and should not be permitted to continue. I feel fairly confident that others would agree. Paying with a card (credit/debit or health savings acct) is crucial in these times. I completely disagree with their change in how they accept payments.

  

  Business Response

  Date: 06/12/2023

  Thank you for contacting AccessOne. We were unable to find a customer account in our system that matches the details included in this submission. In order to properly respond to your comments, please provide us with your entire AccessOne account number. Alternatively, you can also call the AccessOne ************************* at **************. Our Patient Advocates would be happy to explain the available payments options AccessOne offers, including ways to pay via an HSA payment card.

• Initial Complaint

  Date:05/26/2023

  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.

  The company just notified me by email that they will no longer accept payments by credit or debit card - which causes a major inconvenience. They should not be able to make a major change like for existing plans on a set repayment schedule.

  

  Business Response

  Date: 06/06/2023

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

  Thank you for allowing us the opportunity to respond to your concern. As you stated,AccessOne recently communicated to patients that our preferred payment method is to use direct bank transfers as opposed to credit or debit cards. Customers can also make payments via mail using a check or money order. Notwithstanding that preference, we currently allow account holders the ability to make one-time monthly payments via card on our website or through our call center.Account holders wishing to set up recurring payments can do so by providing the number of the banking account that ********************** should debit as well as the bank routing number. Many consumers find this to be both safe and convenient.Because bank account numbers do not expire, they do not have to be updated and require only a one-time set-up.
  
  To reiterate, AccessOne currently still allows card payments as long as those payments are arranged and submitted on a monthly basis. If you have any further questions, please feel free to contact us at **************.

  Customer Answer

  Date: 06/06/2023

   
  I am rejecting this response because:
  You have claimed this change is because you want to make it "easier" and more "secure" (per your email).  Your new policy is the exact opposite.  It is now both more difficult and less secure.  Your response is an excuse.  The fact this is even being discussed proves it is NOT easier and in fact more difficult.  Instead of an automatic payment, I would now have to call each month, wait on a customer service rep (and we all know how pleasant these calls are), and give them a card number every month.  This is significantly LESS easy than previously when we entered a card number once and then we're done.  Having a bank account connected is also much less secure.  Once a money is gone from a bank account...it's gone.  No one in their right mind thinks a bank account connected is more secure than a credit card connected.  Your response is not a well thought reply to this complaint and I reject this.

• Initial Complaint

  Date:05/19/2023

  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 signed up with AccessOne following treatment at a hospital. Equalized payment plan was set up which debited my HSA Credit Card monthly. That was the agreement set in place at the time. Since that time, AccessOne has decided to stop taking Credit Card/Debit Card payments and wants access to my account to debit it directly. Their email erroneously stated that providing them with my banking account was safer than using a credit card. Any person who understands banking and credit card rules knows this statement to be false and highly misleading.I called AccessOne to complain and to see about alternatives as I will NOT give a company access to my account in the manner in which they are requesting - The customer service rep said that they were no longer accepting cards because the law had changed. I have not see where any law has changed so I feel they are lying.AccessOne should honor the contract initially set up and continue to accept ************** card payments for current AND future accounts.I am alerting my health care providers who utilize AccessOne as to this policy change and how it hurts their customers.

  

  Business Response

  Date: 05/26/2023

  
  Thank you for bringing this issue to our attention and allowing us an opportunity to clarify AccessOnes policies. As you stated, AccessOne recently communicated to patients that our preferred payment method is to use direct bank transfers as opposed to credit cards. Customers can also make payments via mail using a check or money order. We currently allow account holders the option to make one-time monthly payments via card on our website or through our call center. Account holders wishing to set up recurring payments can do so by providing the number of the banking account that ********************** should debit as well as the bank routing number. Many consumers find this to be both safe and convenient. Because bank account numbers do not expire,they do not have to be updated and require only a one-time set-up.

  
  We apologize for any confusion and will work internally to ensure that information about our payment policies is communicated correctly. Our records indicate that you spoke to an AccessOne representative that confirmed that AccessOne can still process card payments, based on account holder preference. If you have any further questions, please feel free to contact ** again at **************.