ComplaintsforBlue Cross and Blue Shield of North Carolina

• Initial Complaint

  11/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BCBS NC issued a $400 retail card funded by the *** Temporary Risk Corridor Program in November 2020. I activated the card, but the mailer I have kept did not indicate an expiration date, nor did the otcnetwork.com site mentioned and listed on the card. The website showed the expiration date as 12/31/2037, and I also called BCBS, and they confirmed this was correct. I have not yet been able to use the funds, and checked the website today to find a new banner since the last time I checked the website saying all cards had expired 10/31/2021, and the funds were zeroed out, status: Closed - Member is no longer eligible. I called again to be told the program was "retired" and I would have to call after 12/15/2021 to receive a refund check via mail. The agent said mailers were sent out to explain the program was retired, but did not say when, and I am certain one was not sent, as I have **** digital tracking on all mail. A separate FAQ was created on a separate BCBS page that now mentions the expiration date, but this was not mentioned by any document or communication prior. I feel BCBS did not mention the expiration date in the mailer, misinformed of the expiration date when called, and the expiration date show as 12/31/2037 on the otcnetwork.com site to mislead customers, and now many of us have lost these funds because of it. I feel BCBS issued the funds on the cards with this intention, and with the intention to retain the funds.

  Business response

  11/18/2021

  BlueCross ** will contact the complainant directly regarding their concerns.

  Customer response

  11/24/2021

  On 11/24/21, the BBB complaint respondent, ******, provided no additional information, could not answer any questions regarding the matter, and offered no further resolution, other than continued follow-up at an undetermined date. She had decided her responsibilities were only to confirm mailers had been sent out in July 2021, after BCBS had changed the terms from no expiration date to expiration on 10/31/21, and to confirm that refunds would be issued after 12/15/21 through an unknown process that *** or *** not require further contact. I feel she had no concern or interest that BCBS had violated the federal CARD Act, requiring a minimum of 5 years before expiration of retail cards. She indicated she had forwarded my concerns to their compliance division, but provided no other details or contact information. Again, I feel BCBS intended to retain a portion of these funds through a process of misinformation, change of terms, and failure to communicate recourse to its customers. A total of $200 million was provided by the *** Temporary Risk Corridor Program for these retail cards, and now an unknown number of customers and unknown total amount has not been provided because BCBS has "retired" the program.

  Business response

  12/01/2021

  BlueCross ** will contact the complainant directly regarding their concerns.

*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. ↩