ComplaintsforInstaMed

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Initial Complaint
08/15/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Sent payment through InstaMed on July 28th for a bill. Was told on 8/12 that payment was delayed. Discovered that the PO Box payment was sent to by them was not correct. When I contacted them with the correct information so they could update the payment, they refused.
Customer response
08/30/2023
Made payment through my insurance for $205.05 that was processed by InstaMed for payment on 7/25. Discovered two weeks later that the payment was never received or processed. Turns out InstaMed sent the payment to the wrong location. Following this discovery, I reached out to correct the mistake and get the payment sent to the correct location. They were adamant that they could not correct it as I "couldn't verify the correct address" even though I had a bill with the address I was trying to send them. On 8/15, I called InstaMed and talked to multiple representatives, was hung up on and calls were avoided from my number. Finally got ahold of a manager who said that the money would be refunded so I could make my payment before it went past due. Received and email on 8/22 that the refund was processed. Called on 8/23 asking where the money was, and was told that "the email was wrong" and that it had only been 6 business days since the refund was pushed through and would receive it after 10. Called again on 8/29 and was then told it had been 5 days instead. When I pointed out the contradiction, they backpedaled and made excuses. When I asked more questions and called out more of the holes in their stories and expressing my distrust, I was hung up on yet again
Business response
09/05/2023
InstaMed's Customer Service Team has been in communication with ***** over the past week regarding his request to refund a payment. On 9/1/2023, the Team emailed ***** that the refund was processed on 8/30/2023 and provided the trace number for the transaction. ***** was advised in the email to provide his bank with the trace number if he did not see the transaction processed in his account. If there are additional questions regarding the refund, InstaMed's Customer Service Team can be reached at (866) INSTAMED, (866) 467-8263, or support@instamed.com.
Customer response
09/08/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

***********************
Initial Complaint
08/04/2023
Complaint Type:
Billing Issues
Status:
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.
Hidden Fees
Business response
08/31/2023
InstaMed's Customer Service Team emailed Dr. ****** on 8/31/2023 to explain Virtual Card payments and the registration process for the Cards. Going forward, Dr. ****** has been opted out of receiving payments via Virtual Card. As there are still Cards with payments for Dr. ****** that have not been processed, the Team provided instructions on how he can process the Cards using his Credit Card Terminal, or he can respond back to the email with a request to cancel the Cards and have the funds returned to the patients. InstaMed's Customer Service Team can be reached at (866) INSTAMED, (866) 467-8263, or support@instamed.com for further inquiries.
Customer response
09/06/2023
Instamed has now indicated that I can receive the payments if I contact them or I can pay credit card fees to obtain the funds. I do not have a credit card arrangement. . Instamed never had any authorization to collect payments on my behalf. They now want me to call them to get the payments. I should not have to make a call or pay a fee to obtain funds meant for me and taken by Instamed. They are asking me to either pay or call them to arrange payment. I should not have to arrange for payment of funds intended for me that hey took without my authorization.
Business response
09/28/2023
Following communication from Dr. ****** via the BBB in August 2023, InstaMed's Customer Service Team opted him out from receiving patient payments via Virtual Cards going forward. With respect to Dr. ******'s statement that, "InstaMed has now indicated that I can receive the payments if I contact them....", this in incorrect and does not follow InstaMed's business model. InstaMed will gladly work with Dr. ****** on additional concerns, and the Customer Service Team can be reached at (866) INSTAMED, (866) 467-8263, or support@instamed.com.
Initial Complaint
07/24/2023
Complaint Type:
Billing Issues
Status:
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.
At Instamed's recommendation I recently established a stand alone account with Instamed. With the BBB that stand alone account was finally established as I had been trying to do so for the past 6 months with no success. The stand alone account now has no record of my previously submitted optical insurance claims for which InstaMed is the payor. According to InstaMed my original account was somehow linked to another account, ************************* and Associates, PC, for whom I have no previous relationship. (Case ******** and Case ********, attached). Therefore, the stand alone ****************************** says they need that account's tax ID number. How would I know that? I have no prior relationship with that account.I have talked with Instamed about getting paid for my optical claims submitted over the past year and a half, totaling approximately $7,500 . I have talked with them twice recently (Case ******** attached) and I have not gotten payment.
Customer response
08/03/2023
Dear Ladies and Gentlemen,
Please know this problem happened in February 2023. It is now August and I still have no payments or EOB's showing up in the new account.
Instamed said the account I originally had was associated with multiple TINs. How am I supposed to know what other TINs THEY added to my account.
Furthermore, none of the current claims are coming through the new stand-alone account. So not only do I not have EIB's or access to my own account, it could be that someone else with another TIN is getting MY payments!
Since InstaMed issued a stand-alone account, I should be getting payments that are linked to my tax ID.
Thanks in advance for your help.
*************************
Business response
08/21/2023
InstaMed's Customer Service Team spoke with *****, and followed up with an email on August 17, 2023 to provide transaction trace information on the payments in question. The documentation provides details of the transactions credited to his account, and the Team recommended that ***** work with his bank to locate the deposited funds. Please reach out to InstaMed's Customer Service Team at (866) INSTAMED, (866) 467-8263, or support@instamed.com for additional assistance.
Customer response
08/31/2023
I just returned from a week's vacation and can now start to research Instamed's assertion that I have been paid for claims sent. I wanted to respond to the **** request that I respond within 10 days, so this is that response. Thank You.
Initial Complaint
07/09/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On March 21st, I visited a ********** clinic and was later charged for the visit. I paid the full amount through Instamed, provided by my insurance provider *****, on April 4th through my checking account. I have a receipt from ***** and a bank statement from my checking account showing the funds were withdrawn. Regardless, ********** said they never received anything. Instamed claims the payment was settled on April 14th. On May 18th, I contacted ********** because they said they have still not received any payments. Instamed sent me a confirmation saying it went through, which I forwarded to **********. ********** later said that they will pause my account so it doesn't age or go to collections. Today, on July 9th, I received a collections warning from ********** saying they have still not received any payments. Instamed has failed to contact or resolve this issue despite reaching out to them. At this point, unless they can resolve this billing dispute immediately and with full confidence and confirmation, I would like a refund so I can go directly to ********** and pay them the amount
Business response
07/14/2023
InstaMed's Customer Service Team worked with ******* and his Provider on July 12 - 13, 2023 to locate his payment and have it credited to his account. If there are any additional questions, please contact InstaMed's Customer Service Team at (866) INSTAMED, (866) 467-8263, or support@instamed.com
Customer response
07/15/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

***********************
Initial Complaint
07/07/2023
Complaint Type:
Order Issues
Status:
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.
I made payment 6/23 +3 $5.25, $9.78, $5.25 5/30 +1 $9.78 12/20/2023 +2 168.41 and 158.00 I was infromed from the customer support none of the payments actually paid by the InstaMed to the providers, I am late on my bills. This is total scam for taking money from people and then not pay the ***** ****** Healthcare should not partnor with this company. They just scamming people, now I have to pay 2 times for same visits because I don't want get send to collections. Please don't use this company pay your medical expense because they take the money from your back but not actually pay the provider. It just scam
Business response
07/18/2023
InstaMed's Customer Service Team contacted ******** by email on 7/18/2023 with the proof of payment documentation for 3 of the transactions in question. It is recommended that he share this information with his Provider so that they can locate his payments and credit them to his account. For the other 2 transactions, the Customer Service Team informed ******** that he has the option to see if his Provider processes the payments prior to their expiration date or request the transactions to be cancelled and refunded to the account from which they were paid. InstaMed's Customer Service Team can be reached at (866) INSTAMED, (866) 467-8263, or support@instamed.com on further inquiries.
Initial Complaint
07/04/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was on the ****************** web-site. On June 5th I paid (InstaMed) $50.00 for my Bill from Dr ********. InstaMed withdrew $50.00 from my account 6/8/2023.. Then on June 9th I paid (InstaMed) $141.02 withdrew $141.02 from my account on 6/12/2023. I called on InstaMed on 6-15 when I received a bill from * ****** ******** they did not get the payment. InstaMed started a case file ******** and assured me the payment was on it's way. June 27th nothing received at * ****** ******** I called InstaMed again they started a 2nd case file ********! I had requested a refund through the phone and e-mail on 6/28/2023. Instead they resubmitted the payment on 6/28/2023!!!!!!! I had to pay my bill to M Health Fairview so my credit wasn't ruined. I need my money back from InstaMed. I want interest to from the money they stole.
Business response
07/17/2023
InstaMed's Customer Service Team contacted ****** by email on 7/5/2023 to explain that she should receive refunds for both payments by 7/24/2023. The Team is monitoring the transactions, and will notify ****** when they have been processed. If ****** would like a current status of the refunds, or if she does not receive them by 7/24/2023, InstaMed requests her to contact its Customer Service Team at (866) INSTAMED, (866) 467-8263, or support@instamed.com.
Customer response
07/18/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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. I received my money back in to my account on 7/17/2023 having paid it on June 5th & 9th. I will not use Instameds services in the future.

Regards,

*************************
Initial Complaint
07/03/2023
Complaint Type:
Order Issues
Status:
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.
On May 16th, 2023 I made an online payments on *******'s insurance website. A third party, InstaMed, "processed" the payments. They withdrew funds directly from my bank account on May 16th and on May 23rd. In total they withdrew $1471.10 in 6 seperate invoices. Later, they cancelled the payments with no notification- I had to check my ***** portal for a cancellation). In the cancellation, they told me quote "We're sorry - your provider was unable to accept your bank account payment. Your payment has been CANCELLED and a refund has been issued to you. Please contact your provider for additional information". Now July 3rd, 2023- months later- my clinic nor myself have received payment. InstaMed phone lines are "busy" and hang up on me when I try to call after being on hold. ***** says it's "out of their jurisdiction" though, clearly, I am not the first person seeing I have been stollen from using their payment portal- they are equally unhelpful and don't seem to care they have facilitated theft. I cannot get in contact with them- they have stollen from me. I want my money back and for this business to be marked permantly.
Business response
07/20/2023
InstaMed's Customer Service Team contacted Julia by email on 7/19/2023 to share that her refunded payments should have been credited to her account on 7/17/2023. The Team provided trace information for the transactions, and advised her to contact her bank if she continues to have difficulty locating the funds. InstaMed's Customer Service Team can be reached at (866) INSTAMED, (866) 467-8263, or support@instamed.com on further inquiries.
Initial Complaint
06/26/2023
Complaint Type:
Product Issues
Status:
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.
My daughter received general pediatric care on 4/3/23 and 4/13/23. The charges processed through insurance and a final invoice was generated 5/26/23 (Statement #******). I received this invoice via mail and promptly scheduled payment via online portal on 6/7. Payment was formally debited out of my HSA on 6/8 for the full invoiced amount. On 6/16/23, I received a email from InstaMed (contracted payment services to *******************************************) stating these charges were outstanding and affording me the opportunity to duplicate pay. I immediately contacted ******************************************* via email on 6/16/23, stating the issue and verifying payment. ******************************************* responded via email stating they were 'able to get the issue resolved'. I have since received another statement in the mail (statement date 6/16/23, received at my residence 6/24/23) stating that the charges of $134.52 under statement #****** are still outstanding and are now categorized as 30-60 days outstanding.
Business response
07/14/2023
InstaMed's Customer Service Team contacted ******* by email on 7/3/2023 to explain that InstaMed is the payment processor for his Provider. The Team provided him with proof of payment documentation, and recommended that ******* share this information with his Provider to locate the payment. InstaMed's Customer Service Team can be reached at (866) INSTAMED, (866) 467-8263, or support@instamed.com on further inquiries.
Initial Complaint
06/02/2023
Complaint Type:
Order Issues
Status:
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.
Date of Transaction: 04/27/23 Amount of money paid to the business: $100 I accessed InstaMed via ****** ********** (my health insurance provider) to pay a portion of a doctor’s bill. I checked in with my doctor after a few week’s who said they still had not received payment. InstaMed said they mailed the check to **** ***** *** STE *** BALDWIN, NY *********. My doctor’s office has not been at that location in 10+ years, so the doctor’s office manager told me they would never receive that payment. I opened a case with InstaMed on 05/17/23 (CASE-******** & CASE-********). They said I’d get a refund in 5-10 business days. I followed up with InstaMed on 05/24/23, 05/26/23 & 05/28/23. On 05/31/23 InstaMed emailed me saying “30 business days to go back into the account it was taken from.” I called customer service and spoke with a man named James who asked for my case number. After a few minutes on hold, he said his computer wasn't loading and he hung up on me. When I called customer service back, I was on hold for 10 minutes before an automated machine told me that the call volume was too high to take my call. I called back AGAIN and was hung up on AGAIN by a rep. named *******. I’ve now had to pay my doctor’s bill ($286) PLUS the $100 InstaMed took to “pay” my doctor. Their slogan is 'Healthcare Payments Simplified'. This has been ANYTHING but simple. Please help me.
Business response
06/26/2023
InstaMed's Customer Service Team determined that the issue with ********* refund was due to the ***** system being disabled for approximately 36 hours from 5/17/2023 - 5/18/2023. The Team contacted ******* by email on 6/20/2023, and provided trace information for the refund that was sent to her bank account on 6/13/2023. InstaMed will gladly work with ******* on any further matters. The Customer Service Team can be reached at (866) INSTAMED, (866) 467-8263, or support@instamed.com.
Initial Complaint
05/30/2023
Complaint Type:
Product Issues
Status:
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.
I paid my insurance company $480.00 for medical services for 02/08/2023 - 03/22/2023. My provider informed me that I paid too much and was going to return the $480.00. I received an InstaMed refund who sent the $480.00 in a form that was not acceptable to my banking institution. I called my provider and insurance company, both told me that InstaMed had to correct the issue. I have called multiple times to ask for a paper refund check and have been transferred, left on hold, hung up on several times.
Business response
06/13/2023
InstaMed's Customer Service Team contacted ********* by email on 6/2/2023 to provide an update that the refund to her account will be credited in 10-15 business days from 5/31/2023. The Team also informed ********* that the refund will be made to the account from which the payment was made, and that a paper check could not be sent. InstaMed's Customer Service Team can be reached at (866) INSTAMED, (866) 467-8263, or support@instamed.com on further inquiries.

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