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:05/01/2023

  Type:Billing 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 got Accessone to help pay for my medical bills. It claimed it was interest free. I applied and got accepted on 12/20/22. My first statement was posted on 12/25/22, so I paid the amount. Accessone system glitches and charged me again on 12/26/22. My statement total went down, so I left it alone. I get another statement on 12/30/22, but I had made payments twice in December so I didnt make a payment because my total due was ****. I get another statement on 1/20/23 with a greatly reduced amount due but there was no details to why in the email or alert on my account. I paid the amount and moved on. I thought the amount wasnt right so today on 04/28/23 I called and was told my account had been defaulted because in December is PAID TOO EARLY. I have now been charged interest for three months with no alerts or notifications. I asked my account to be put back on interest free payments because I never missed a payment, they even said I paid early. They called me back and refused to put me back on interest free, so I must now pay the account in full or pay larger amounts to lessen the interest. I am being punished for paying when they asked me and not investigating their statements with no warning or notification that I missed a payment or my account was not being charged interest. This is absolutely insane. The company would have me pay them thousands in interest payments if I hadnt called and asked. Absolutely livid that they didnt say anything and then refused to fix their mistake!!!

  

  Business Response

  Date: 05/09/2023

  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 ** to know when expectations are not met. In response to your complaint, the AccessOne Customer Experience Team has reviewed your account information to determine if any of the interest charges referenced in your complaint were charged in error.

  
  Your AccessOne payment program offers two options: 1) An interest-free payment plan with a higher monthly payment, or 2) A with-interest option with a lower monthly payment. Our records confirm that in February, March, and April you made the lower with-interest payment as indicated on your statement. In response your request to again be put on an interest-free payment schedule, we have calculated the difference between the payments made in February, March, and April and payment that would have been required to stay in the interest-free program. A representative from our ************************* has communicated this amount to you. As long as this additional amount is paid before your next due date, we will be able to reset your payment plan to our interest-free program.

  
  Please feel free to contact our Patient *************** via phone or email if you require any further assistance or have any further questions.

  Customer Answer

  Date: 05/13/2023

   
  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:03/07/2023

  Type:Billing 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 agreed to pay per month to clear a medical bill. Access one was supposed to send me a statement each month. I set up the first payment by draft and waited for my statements to pay the rest. I never received a statement. I missed a payment because I wasn't receiving any notices and Access One charged interest and lates fees. I had no idea interest or fees would ever be added to my account with them. I happened to see a spam email dated Jan. 28, 2023 and it was a statement online not by mail. I called immediately to pay it 03/01. I was told about the fees during that call. I asked the representative to please waive the fees I couldn't afford it and wasn't informed of the fees. She requested this by email from a manager and said they would call me back. I called them back 03/05/2023 and spoke with ******, she said the fees were waived so I gave permission to take the principal balance only from my checking account. ***** assured me only the adjusted lower balance would come from my account. On 03/07/2023 the full balance not the adjusted balance came out of my account. I made it clear I couldn't afford that amount and was promised only the lower adjusted amount would draft from my checking account. I called to make them aware that once again Access one wasn't honest with me and drafted my account for more than I agreed to and Rep **** stated she didn't see any notes about waiving any fees and she said " I would just be on hold if I wanted to talk to a manager because there ain't any" I requested a call back from a manager today. 03/07/2023 Manager ***** called and she sees notes about removing the fees that **** claimed weren't there. She said she will put a portion of the fees back but not all the fees. I told her I was violated, FDCPA was violated, money was taken without my permission and I never got a statement by mail someone needs to be held accountable. She said they were justified taking the full amount without my permission. I am now waiting for another call

  

  Business Response

  Date: 03/20/2023

  Thank you for contacting AccessOne and bringing your concern to our attention. We apologize for the miscommunication that occurred in relation to the payment that was processed on your account on March 6. Our records show that our system was able to issue a refund to your credit card on March 9, and that a representative of our ************************* called you in order to confirm that the refund was received. Of a today (March 20, 2023),your account balance is $0. No other payments will be required unless you transfer other healthcare balances to AccessOne in the future. If you have any further questions about AccessOnes terms of service, including on how any fees or interest charges are calculated, please contact us at **************.

  Customer Answer

  Date: 03/20/2023

   
  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:11/10/2022

  Type:Product 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.

  Date of transaction: 11/01/2022 Payment Amount: ***** Confirmation Number: ********* Account Number: **** Payment Type: ACH Background:I've received the bill for the amount of $***** which I have paid on 11/01/2022 (see confirmation number above). I also received confirmation email from Access One (see PDF file attached). Several days later I've received request to pay $25 as a late charge/penalty fee. When I spoke to several representatives of AccessOne they've stated that my ACH transaction was reversed/didn't go through and my Bank is at fault. I called my bank, verified that my bank has not reversed any transactions from AccessOne, as a matter of fact there was no request to transfer money via ACH from AccesOne or associates of that company although their website provided a confirmation (see attached). Representatives of Access one stated that I made a mistake while entering account number/routing number on AccesOne website and this is a false claim on their behalf as well as I've checked several times each digit of the account number in question plus I've confirmed the transaction would not go through if you enter routing number/account number incorrectly as system verifies those numbers on the backend during ACH transaction. I've spoken to a manager of access one who was not cooperative with me, demanding $25 and now it is lowered for $20 for the mistake I haven't made. I refuse to pay for AccessOne mistakes and demand $20/$25 penalties be removed as they are not my fault.

  

  Business Response

  Date: 12/02/2022

  Thank you for bringing this matter to our attention.  We have reviewed the consumer account in question and found we had already waived the *** fee referenced in the complaint. We mailed a zero balance statement to the consumer on 11/20/22. Please contact us at ************ if any further assistance is needed. 

• Initial Complaint

  Date:10/11/2022

  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.

  Mother's 98 . She shouldn't have to pay she should have supplemental insurance covering it look into it please her birthday is October 8th **** my phone number is ************

  

  Business Response

  Date: 10/28/2022

  AccessOne takes pride in providing exceptional patient experience, and it is important to us to know when expectations are not met. We apologize for any inconveniences, and we encourage all customers to please reach out to us at any time by phone, e-mail,or chat.
  
  AccessOne is completely 100% voluntary, everyone is accepted, there are no hidden fees,and we offer easy payment methods to pay. AccessOne is dedicated to maintaining transparent billing.
  
  Your AccessOne account accommodates ***************** charge balances you authorized to forward to your AccessOne account. AccessOne sends out a monthly billing statement which reflects the account details and -the required monthly payment.You may view your AccessOne account online at www.myaccessone.com 24/7. You can always contact our Patient *************** at ************ Monday through Friday between the hours of 8:00 AM and 5:00 PM PST when assistance is needed.
  
  You opened your AccessOne account on 12/06/2021. If you now feel the balance is covered by secondary and/or supplemental insurance, you will need to reach out to ***************** directly. I can notate the AccessOne account for the balance dispute recorded in this BBB complaint and close the account to return the balance to the hospital.
  
  Thank you for bringing your concern to our attention. Please know that AccessOne appreciates and values you as an accountholder. 

• Initial Complaint

  Date:09/27/2022

  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 had never heard of access one, and bills started coming in. At first I thought it a scam, as no one in the household could verify who/what access one was. From what I gather, when my father was having trouble eating and drinking (swallowing problem) and in the hospital, I believe someone signed him up with this service. As his caretaker and POA, no one asked me. I do not agree to the terms and services. My father was not in a mental state to sign anything himself. I cannot get a hold of the business to dispute anything. The phone numbers dont seem to work. Since I pay my fathers bills, I am expected to pay interest to access one for medical bills that I never agreed to. My father, being in a malnourished state in the hospital, could not have legally signed on himself. How do I remove this service, and continue to pay the hospital?

  

  Business Response

  Date: 10/05/2022

  There is not enough information to determine this is an AccessOne customer involved in the complaint.  ********************** customers are referred to our payment program through interest with their medical provider for a monthly payment option. AccessOne is a "completely" voluntary payment option. Please note our Patient Advocates are available to provide assistance Monday through Friday 8AM to 6PM est at ************. You may also visit our website at www.accessonepay.com for more information. 

• Initial Complaint

  Date:08/17/2022

  Type:Billing 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.

  In January of 2022, I had carpel tunnel surgery and the bill was financed through AccessOne. The total of the bill was $3,355.33. Prior to the due date of my first payment to AccessOne, ********** Blue Shield filed an adjustment to increase my amount by $515.28 on May 11, 2022. This brought my total bill to $3,870.61. However, on June 7, 2022, ********** Blue Shield retracted that adjustment and reduced my amount owed back to $3,355.33.AccessOne never adjusted my amount owed back to $3,355.33. In July we contacted them before our first payment became due on August 4, 2022, and they said the adjustment would take about 4 more weeks to post on AccessOne. However, after making the first payment and after another month of waiting, AccessOne has still failed to adjust our bill to the correct amount, which would now be $3,097.29 afte rour $258.04 payment on July 31, 2022.********** Blue Shield retracted their error on June 7, 2022. Atrium Health submitted the corrected total owed amount of $3,355.33 to AccessOne over 2 months ago. AccessOne has been made fully aware of the fact that are knowingly over-charging us by $515.28, and are not correcting the bill to the correct amount.

  

  Business Response

  Date: 08/29/2022

  Your account balance was open with AccessOne on 5/5/2022. There were multiple debit and credit adjustments made against the balance per the hospital reporting. We cant control the timeliness of the provider reporting balances and adjustments and we understand your frustration. The last credit adjustment posted to your account on 8/18/2022. Your AccessOne account was reset for new options,one of which is $206.49 for fifteen months interest free. Please log into your AccessOne account online at www.myaccessone.com 24/7 to view the balance. If you should have any questions, please contact our Patient *************** at our toll-free number ************** Monday through Friday 8 a.m. to 5 p.m. EST.

  Customer Answer

  Date: 09/01/2022

   
  Better Business Bureau:
  
  Within 48 hours of the BBB complaint filing, AccessOne was able to resolve the issue by finally communicating with the 3rd-parties needed to make the correct adjustments to my account.  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************