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:01/25/2024

  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.

  I was exploring services at office ally and I did an insurance verification check for which I was billed $10. I was never told this was a paid service. I immediately cancelled my account but they are still sending me bills and I do not think it is fair to pay for something I would not have done had I known it was a charge. I have a service that does this for me for 14 cents so why would I pay $10.I disputed the first charge and now they have sent me a second invoice. I have not paid but I want the invoice cleared as I worry about collections.

  Customer Answer

  Date: 02/05/2024

  Office Ally gave me a refund so this matter can be closed. 

• Initial Complaint

  Date:12/31/2023

  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 have been using Office Ally for a decade. I billed for clients without a problem. However, in August/September I started using the new "improved" program. One of my clients is a chiropractor. I had not any issues with the old program, however, there is a disconnect between ******** and Office ally. I have received conflicting information on how to bill initial treatment resulting in claim denials since October and the doctor not getting reimbursed. When I told Office Ally that ******** wanted Box 14 populated with qualifier 454 - which cannot be done as it self -populates qualifier 431. I have seven open cases, that have not been resolved. Office Ally staff advised me to use box 15 with the drop- down code 454. They said it would transmit to ******** correctly, . That done, all claims were rejected. I sent EOBs as directed to Office Ally to no avail. I was told that supervisors cannot come to the phone resulting to speaking with same few staff getting absolutely nowhere. They only open a new case!!! ******** insists that claims will be denied if box 14 does not have qualifier 454. Office Ally has an obligation to fix this problem.

  Business Response

  Date: 01/11/2024

  We have been in direct communication with the customer and have tested, confirmed and provided a method for them to submit this information to ******** successfully. 

• Initial Complaint

  Date:10/11/2023

  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 worked with Office Ally since 2015. Over the course of this business relationship, I have experienced deceitful billing practices, an inability to reach billing support and false information surrounding removal of terminated staff. I have been informed on four separate occasions, four different ways to terminate staff in the system. I followed-up each time as instructed, only to have the staff kept in the system and my being charged for staff who do not work for me. When I call Officeally, I am told it is a technical issue and transferred to that department which then states I need to speak with the billing department. I have then sat on hold for over an hour and been disconnected prior to being able to speak to anyone. Officeally expects payment for service 30 days prior to the month their service is used. For example the most current issue involves EHR payments for staff for the month of October which were made in September. Yet Officeally today cutoff those same services citing non-payment. despite that the services have already been paid for in September and another payment covering November was made last week. Officeally's billing/invoice process is very confusing. They send an invoicing stating a certain amount is due without any explanation of the current charges being applied to that amount. Later another invoice is sent. It is next to impossible to track what they are charging me for. I have to go through each ***************** by line to check for incorrect charges. When I have attempted to report these incorrect charges, there is no response from their staff.I am a small business, and am fearful that they will try to take hostage of my medical records.

  Business Response

  Date: 10/19/2023

  We sincerely apologize for any frustration our billing practices may have caused. We want to clarify our procedures to ensure a better experience for you.
  

   - Invoices are sent monthly with comprehensive details, including advance payments for *** fees.

   - Statements are provided for Accounts with open balances to show which invoices are outstanding and payments/credits to the account.

   - Accounts with past due balances may be fully disabled for non-payment. When  invoices were partially paid it resulted in a past due balance and account disablement.

   - *** fees are not based on usage, they are based on *** being turned on for the user. 
  

  We want to emphasize that when *** is no longer needed for a user, turning off *** is a crucial step in avoiding future charges. You can accomplish this by logging into your Security Administrator account, editing providers, then under application access, uncheck the *** checkbox and click Next until it is updated. Credits will not be issued for partial or past months, however, if youve turned off *** for a user, our team can assist you with a credit request for prepaid future full months of ***.
  
  Our support team has diligently assisted you in navigating the process of turning off *** for users on multiple occasions, including remote sessions in July 2021 and October 2022, and via email in June 2023. Following the first instance in July 2021 session, a one-time courtesy credit was extended to you. Subsequent courtesy credit requests, however, were denied due to the prior courtesy credit already being granted for the same reason.
  
  We continue to invest in our support processes and have and will continue to improve the speed at which we provide responses to inquiries. 
  
  To ensure a smoother experience moving forward, for users who no longer require *** access, please follow the provided steps to correctly turn off ***. We also recommend paying invoices on time and in full to avoid account disablement due to past due balance.
  

  We appreciate your understanding and are here to assist you.

  
  

• Initial Complaint

  Date:10/06/2023

  Type:Sales and Advertising 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 use Office Ally to submit insurance claims when there's no other means available. I began using ** in 2021 to submit to ************ Admin of MA. I selected them from the payer list, claims went through, and I was never billed by Office Ally, as this service was free for "participating providers" of which BBMA was one, apparently. Recently after a break, I resumed using ** for claims to BBMA and to BCBS North Carolina. Given my past experience, I assumed the process would work the same. I selected both payers from the same online menu and there was nothing on the screen indicating whether each was a "participating provider" (free to submit) or"Non-Par" (fee-based). I assumed both were participating given my past experience using the site. This time I got a bill for $35 to my surprise. When I called to contest it, they told me they aren't obligated transparently indicate payer participation status on their submission form (There is a payer list elsewhere on the site if you can find it). If there had been a clear indication that a payer was "non-par", I would not have used this service as I do not have the budget for this fee. Moreover, BBMA was certainly a participating provider previously, but today I was told they are no longer. I don't know how I could've known/why I'd assume their status had changed. I understand there is language about fees in the fine print of the ** cust. agreement, but this is sneaky, bad business practice and sets consumers up for unexpected costs. When I search to see which payers they work with, I see a green check **** which is misleading. Participation status (including changes) needed to be proactively communicated so I could've made an intentional decision about whether or not to use the service. Process is opaque and misleading not to give people clear avenues to make choices about which features of the service to use before they get billed. Please cancel all bills for claims I've made. I won't be using the service in the future.

  Business Response

  Date: 10/13/2023

  On October 11, 2023, we responded directly to the customer in their Support Case # ******** regarding this issue. 

  We regret any confusion the customer experienced.  *************************** of MA, Payer ID: ***** is a Non-Par Payer on our Payer List, which is always accessible publicly on our website, under Resources (************************************************).  When searching for the Payer under Claims, there is a clear indication of whether the Payer is Non-Par and we are unsure of where the customer is getting the screenshots provided as the Payer List is a different format and shows these Payers clearly indicated as Non-Par (see attached screenshot). The Non-Par Processing fee is calculated per the terms of our Data Sheets which are also available publicly on our website under Resources (***************************************************). 

  Customer Answer

  Date: 10/18/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/29/2023

  Type:Order 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 have been submitting 3-6 claims a month for over 3 years, free of charge. All of a sudden in June 2023 I was sent a bill for $35, and another $35 bill for July 2023. They told me they do not have a contract with *********** yet ********** tells me that they do have a contract with them. I have tried numerous times to resolve. After speaking with *********** they told me how to submit claims without using Office Ally. I ceased all transactions with them August 2023. I just received another bill yesterday for $70.

  Business Response

  Date: 10/03/2023

  Thank you for reaching out.  The recent document received by the customer was not another bill, it was a statement showing the outstanding $70 balance from June and July invoices. Our support team has been in contact with the customer and has resolved the complaint. 

  Customer Answer

  Date: 10/06/2023

   
  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.
  
  Sincerely,
  
  Smart Medical Billing -*********************

• Initial Complaint

  Date:09/26/2023

  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.

  My company, ***********************************, LLC, a small mental health clinic in ************, **. contracted with Office Ally in early 2019 for our company's EHR (electronic health records). They charged a per person per month fee that we agreed to. As our company was downsizing, it was difficult to manage the closing of the individual accounts licensed through our company, ***********************************. As contractors left and there were on-going questions about how to close one account, it was extremely difficult to contact their customer services reps. for clarification of which accounts could be closed and which were required to remain open. Many months of overcharging occurred due to slow and sometimes no response from Office Ally's customer service ***** Many emails and phone calls were made beginning in May and throughout the summer. It was difficult to discern which department would handle which concerns and many phone calls led to confusion. A complaint was file with the ** Atty ********* office in August and Office Ally was notified of the issues and have not yet responded to their request for a response. I have requested a refund of the overcharges but have received none. I believe the company misrepresented themselves and their ability to offer appropriate, timely customer service that would have saved us at least $4,000. I requested a billing adjustment directly from them in consideration of their lack of customer service that, had it been in place, would have directed me as the account manager to close out unused accounts thus saving the company approximately $4000 over the 4 years we contracted with them. They denied that request and were unwilling to make any concessions to the monthly charges despite evidence that those accounts were unused, in one case 10 months, which equals $400 for that one, unused account.

  Business Response

  Date: 10/02/2023

  After reviewing this customer's accounts, we see a history of interactions between the customer and our support teams in which our employees explained the process of how to correctly disable a user so that they would no longer incur *** charges for that user. On an occasion where the customer was having difficulty updating a user, the customer refused additional support methods (a remote session with a technician) and on another occasion, when being transferred to a different department to continue assisting the customer, the customer disconnected during the transfer.  During a call on 2/28/2023, *************************** stated she had accidentally left the account open since her internship ended last April (this is 11 months), making it clear that she knew the steps she was supposed to do to prevent charges.  Based on this, we feel the customer was well aware of the correct way to turn off the service when needed. 
   
  Regarding the complaint mentioned that was filed with the ** Attorney General, although the original complaint was submitted by the customer to the ** Attorney General on 8/7/2023 (based on what we can see in the letter we received) the complaint was not received by Office Ally until mid-September 2023 shortly before this BBB complaint was entered.  However, after filing the ** Attorney General complaint, the customer did reach out to ********************** about cancelling the remaining account and the cancellation form to do so was sent to the customer on 3 separate occasions (8/19/2023, 8/23/2023 and 8/31/2023).  The customer finally completed the form successfully on 9/5/2023.  That account has been cancelled and the customer will be refunded the prepaid monthly fee for October 2023.  
   
  The customer requesting credits for unused accounts is outside our policies (the *** 24/7 Data Sheet can be found here:  ***************************************************). The fee of $39.95/month per Provider/Nurse Practitioner/Physician Assistant user is not based on usage, it is a prepaid monthly fee, with no refunds for mid-month cancellations. Based on the history of this account and our policies, we do not feel there are any other credits due.

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20656829
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 10/02/2023

  One of the main issues that Office Ally refuses to acknowledge is the number of times I emailed them, attempted to reach their customer service ***** and was left on hold for extended periods of time (up to 45 minutes) and requested for a return call that was guaranteed within a 24 hr. period but was never received or received well beyond their own acknowledgements. I actively worked to resolve the issue of how to disconnect former providers AND moved towards cancellation of two, separate accounts with multiple usernames (as I was a provider, an administrator and a security administrator) that I had to contend with as the main business owner managing these accounts. From the very beginning, I was given incorrect and conflicting messages about what to do first such as reach the cancellation ***** to get more directions on how to disconnect a previous user AND then request a refund of charges on several accounts that they could very clearly see had not been active for many months. We are a small mental health agency. I'm a mental health professional who lost income by being forced to wait on hold for up to an hour at a time, couldn't count on them to call back within a reasonable time. It is accurate that once after 45 minutes on this call the agent then offered to remote dial in to address the problem, however, I could not remain on the phone any longer as I had a patient waiting for me. My hour-long break had already been used up due to being on hold for such an extended period of time. I believe this company owes me some kind of refund for their lack of responsive customer service, lack of clarity of policies given the two accounts I was managing and the extreme difficulty reaching solutions to well defined questions within reasonable timeframes. Please understand this has been going on for months. We have not used their service to do any active ******** since February, 2023. I have only kept the last few accounts open hoping to come to some sort of credit settlement. I'd be glad to send along the number emails I received indicating the number of times I attempted to resolve these issues. I am asking Office Ally to take responsibility for their severely lacking customer service and unreasonable timeframes for responded and resolving the needs of their customers especially in a field like mental health which is paid by the service. Interestingly, even as I moved to close the last account, their messaging is poor and conflicting. I have twice now requested to end their services and have only received a vague apology for not having done so after the first request and a notation in their response to you that this account is actually closed. Also, they have not communicated with me as to how to download the electronic health records on the two accounts I've been managing. I'm required to keep these records for the next **** years and they have cut off my access to these accounts without notice to me. It seems their poor customer service has only continued even after I've finally chosen to end my efforts to work out a reasonable credit for services they did not provide and cease doing business with them. 

  Business Response

  Date: 10/09/2023

  We fully acknowledge a history of interactions with this customer and there are times where hold times can be long, however, we continue to invest in and make updates to our support handling and have made big strides in this area, especially over the last few months.

  Over the years, in interactions with this customer, weve provided information on three aspects: (1) guidance on updating child accounts to discontinue *** access and prevent additional charges, (2) facilitating cancellation of an account, and (3) advising the process of requesting an *** Backup. This is evidenced by the customers history of being able to successfully deactivate *** on accounts, cancelling an account, and purchasing an *** Backup in the past.
  

  For *** Backup requests, the process remains streamlined through the *** Backup Request Form on our website (officeally.com), accessible under Resources > *** 24/7 > *** 24/7 Backup Request Form. This is the same form the customer completed on their previous successful purchase of an *** Backup for another account.
  

  We regret any confusion this customer experienced and remain committed to continuous improvement in how we provide support to ensure our overall customer experience is exceptional. 

  Customer Answer

  Date: 10/10/2023

  I received a phone call from an Office Ally rep yesterday, 10/09/23, who stated they have agreed to refund charges back to April, 2023 in an amount that appears to represent about 7 month's worth of charges, at $39.95/mo./user. I have yet to receive that refund and can see there is no mention of this in their most recent correspondence. While I believe I am owed a larger refund, I can agree that they've acknowledged significant difficulties getting timely responses from their customer servicer reps. and am willing to accept the refund offered and close this case satisfactorily. I will await the refund and be back in touch with your office after I have received it.

  Business Response

  Date: 10/31/2023

  We were able to reach the customer successfully today to confirm this has been resolved. 

  Customer Answer

  Date: 11/16/2023

  Hello-

  This matter is not yet fully resolved. I have yet to receive the data (EHR, Electronic Health Records) requested. I have received incomplete or erroneous directions from Office Ally re: how to extract the data. I have been working closely with one of their customer service reps who after numerous email clarifications and clarifications and 2, 30 minute phone calls involving in-person direction, has yet to help me access the data. The complicated directions provided by Office Ally do not seem to work for me, an Apple Mac user. We discovered yesterday that their initial instructions were for PC users and therein may lie part of the problem. I will continue to invest my time and energy to access the data as I'm required by law to hold and make available for records requests for the next 10 years. I continue to be largely dissatisfied with this company and their processes, even as I move to close out the two accounts I held with them. 

  Business Response

  Date: 11/27/2023

  This customer has indeed received the backup file, however it is compressed for security and there has been some difficulty for the customer with extracting it as they are a Mac user and our instructions were meant for PC users (a majority of our customers).  Our team has provided instructions (to use Unzip One) to the customer so she can extract the files.  We also have a time scheduled with the customer to assist with this process tomorrow, Nov 28. 

  Customer Answer

  Date: 12/05/2023

  Just yesterday, Office Ally technicians were able to assist me in completing the transfer of all EHR from the 2nd account I manage. This was an arduous process that involved months' worth of emails, phone calls and one-on-one tech support to accomplish. I initiated this process in August and am just now in receipt of the final data. While I'm relieved to have completed this process, the enormous amount of time and energy needed to accomplish this data transfer seems outrageous, from the initial faxed request made in August through each of the numerous, complicated steps needed to transfer data from these two accounts that was only finalized on December 4th seems unnecessarily arduous. I would not recommend this company for a smaller-sized mental health clinic like ours.

• Initial Complaint

  Date:09/06/2023

  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.

  Office Ally is a clearing house for healthcare providers. I pay this company to process credit card payments. This company is for some reason, no long able to provide this consumer with report of credit card payments such as printed receipts. This customer is unable to report to his billing agency credit card payments made by patients for services provided to them or provide the patients with a receipt of payment. Calls to Office Ally tech support result in the comment, "I can't help you at this time", Supervisor may call sometime in 24 hours but they won't be able to help either".

  Business Response

  Date: 09/07/2023

  Thanks for reaching out!

  This was an identified issue and our teams had resolved it yesterday.  We've since been in contact with this customer and they have confirmed they see it is fixed.  

• Initial Complaint

  Date:08/23/2023

  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.

  Office Ally recently started charging extra $10 per month without clearly letting the provider know ahead of time. The company claims they had some pop-op messages regarding the extra charge when anyone checks on a patient's insurance eligibility status, which we never got. We were able to check some insurance eligibility status without any extra charge for many years previously through Office Ally. Had we known that there will be an extra charge, we would not have checked on the 4 patients' eligibility last month using their platform. This information is readily available for free on insurance websites, and for an EHR/clearing house company to be charging extra for this is unconscionable. Besides, their new system had a lot of glitches, with the screen getting stuck without actually providing the information. We called their tech support regarding this problem, but nobody mentioned we will be getting charged for the malfunctioning feature. I do not plan on using this subpar eligibility check function for $10 per month. I am asking for the $10 charge for previous month, which I never agreed to, to be waived. More than doubling the monthly base charge several years ago was enough for the company to be making enough profits. They should not try to nickel and dime customers like this.

  Business Response

  Date: 08/30/2023

  Office Ally has been improving our products and services and as part of this, we recently enhanced the Eligibility and Benefits Service. 

  On 4/28/2023, when announcing these upgrades to our customers, we included advanced notice of an upcoming price change that would go into effect on 7/1/2023.  On 6/29/2023, another notice/reminder about the price change was posted to customers. These notices are delivered electronically within the application the customer uses and are all tracked as to when they are viewed by each customer and for how long.

  4/28/2023: First notice displayed to and viewed by this particular customer on 4/28/2023 at 8:49 AM PT for 5.2 seconds then customer closed the notice. 
  6/29/2023: Second notice displayed to and viewed by this particular customer on 6/29/2023 at 8:25 AM PT for 1.5 seconds then customer closed the notice. 
  After the notices in April and June, the customer utilized the Eligibility &Benefits tool during the month of July 2023 which caused their account to be assessed the fees as communicated.  These fees are also outlined in Office Ally's publicly available Data Sheets.
  

  It is Office Ally's stance to be completely transparent with pricing to ensure our customers are well informed when changes like this occur.  We posted multiple notices to customers about this change to achieve that goal. When customers choose not to read the notices we provide, it can lead to confusion and misunderstanding when the communicated change occurs. We have communicated with this particular customer on this issue and hope that going forward our efforts to be completely transparent will eliminate customer experiences like this.

  Customer Answer

  Date: 08/30/2023

   
  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.
  
  Sincerely,
  
  ****************************

• Initial Complaint

  Date:08/11/2023

  Type:Customer Service 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.

  Office Ally has given me the run around: no easy way to contact them for customer support. Customer support passes the call to a number that has two (not needed ) options. My claims to UCARE are being rejected, no help in getting these claims fixed, when I send a new claim in that is being rejected by the system as a duplicate claim. I want office ally to call me and actually assist instead of prevent me from being paid . I want an email and a phone call. I want someone to actually help me get these claims sent to ucare.

  Business Response

  Date: 08/17/2023

  In reviewing the customer's account we can see they submitted claims to UCare Minnesota in May. 

  The customer then resubmitted them again in July with an invalid Payer Claim Control Number in box 22, when they attempted to resubmit the claims as corrected. This caused the Payer to reject the claims because the value they used for Payer Claim Control Number was Office Allys Claim ID instead of the actual Payer's Claim Control Number (which is usually provided by the Payer on their claim responses/remittance advice). When the customer attempted to resubmit the claims again without box 22 filled out, Office Ally rejected the claim as a Duplicate, because it was submitted within 90 days of the previous claim (that happens when theyre both marked as an original claim in box 22).

  The customer called into ********************** on August 11 (the same day this BBB complaint was filed) and asked why the claim was rejected for duplicate, we instructed the customer how to turn off their duplicate filter so they could resubmit the claims again. After following our instructions, the claims submitted by the customer on August 11 and 12 show as accepted by UCare MN. We have reached out to the customer via email and phone multiple times to ensure that there is no outstanding issues with UCare MN.  As of now, we have not received any response from the customer.  

  We kindly ask that the customer work with us prior to opening a ******************** complaint. 

• Initial Complaint

  Date:07/11/2023

  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.

  WOW good to know I am not alone in being constantly charged for a service I have never used. I am a psychologist who rarely and not since May 2023 used the Office Ally free service center clearinghouse for billing. May 2023 received erroneous $35.00 charge. called prob 50 times and got voice mail. No one calls back, no one answers emails until it goes higher to BBB or CFPB. the account was cancelled after hours of my time and emotional distress finding numerous unknown providers and their patients personal and medical info in my private sole practitioner account. they also said it was not billing til provider billed 8 or more claims, then changed it toplus 3. I followed up by e-mailing to ask about this and was told (I have written documentation of this) that their policy had changed and I would now be charged if I submitted more than 8 claims per month. the invoice has no explanation any claims in June and *** was credited. the duress i was under finding the ***** breach of other providers and patients in my account was told would be credited and the account at my repeated request would be closed. alas, today receive another ridiculous invoice for $35.00 for a ***** breached and closed account, The customer service is horrible. with no follow through, but lots of promises. I have never submitted more than 8 claims per month. I never at any time received an email informing me that the minimum threshold for the $35 monthly charge had been changed from 8 or fewer claims/month to 3 or fewer. I haven't heard back from them.

  Business Response

  Date: 07/14/2023

  Duplicate of Complaint: ******** opened same day.