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Complaint Details
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Initial Complaint
05/30/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Since January 25. 2023 I have been seeking log in credentials from InstaMed. They are the payor for ***** and ******** ****** patient exam payments, so log in credentials (user name, password) are required to get paid for services rendered. In two days it will be 5 months of futile attempts to obtain credentials from them. I have filled out their portal applications several times, I have answered their inquiries all of which generate case numbers without any resolution for obtaining the credentials (case ********, ********, ********, ********, ********). Calling their "customer Support" number always ended with the message "message quota exceeded, good bye". ** reached out to me asking for some clarifications, but the most recent request from ** was a REQUEST OF PREVIOUSLY GIVEN CLARIFICATION. The result of this feckless company is that I am owed over $7500 in patient payments and cannot receive them because I cannot log in to their portal.Business response
06/06/2023
On 6/2/2023, the Customer was emailed by InstaMed's Customer Service Team that their account had been activated. InstaMed will gladly work with the Customer in the future on any matters, and the Customer Service Team can be reached at (866) INSTAMED, (866) 467-8263, or support@instamed.com.Customer response
06/17/2023
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.I am grateful for your help in taking an unresolved 6 month old problem and resolving it in 3 days.
Regards,
*************************Initial Complaint
05/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I paid a medical bill through instamed they did not pay the bill with my money, finally after almost ending up in collections I realized they had not paid that bill with my money. Then I get an email that my money was being refunded to my account and it never came. I tried repeatedly to contact them. Its impossible to get ahold of them and they do not respond to their emails. I'm out $200. I will never use this service again.Business response
05/24/2023
On 5/23/2023, the InstaMed Customer Service Team emailed the Customer with information and tracking details on the referenced transaction. InstaMed will gladly work with the Customer in the future on any matters, and the Customer Service Team can be reached at (866) INSTAMED, (866) 467-8263, or support@instamed.com.Initial Complaint
05/13/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I paid instamed 1000 dollars and made 2 more payments only to find out months later that the hospital i was supposedly paying never received any of the money. now i'm out all that money AND i still owe the hospital thousands of dollars. I've been scammed out of my money, Instamed told me i was issued a refund on may the 4th and I haven't received ANY refund from them at all. I want everyone to know not to use instamed for "paying" their hospital bills, it's a scam. They took my money, told me they were giving me a refund, and it was all a lie.Business response
05/23/2023
InstaMed searched our records and was unable to find any matching ******'s name or email address. The Customer Service Team emailed ****** on May 22, 2023 requesting payment details so that the transactions can be located and researched. InstaMed will gladly work with ****** to further investigate the transactions when additional details are provided. InstaMed customer service can be reached at (866) INSTAMED, (866) 467-8263, or support@instamed.com.Initial Complaint
05/10/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I made 2 payments on 4/23/2023 and 5/2/2023 through InstaMed from my HSA account but my provider never received those payments. InstaMed doesn't do anything to investigate the payment status.Business response
05/23/2023
InstaMed's Customer Service Team called the patient's Provider to discuss the two referenced payments, but the Provider requires patient information to proceed with communication that the Team cannot supply. InstaMed informed the patient of this situation, and recommended the initiate a 3-way phone call with the Service Team and the Provider. InstaMed's Customer Service Team will gladly continue to work with the patient on this matter, and can be reached at (866) INSTAMED, (866) 467-8263, or support@instamed.com.Initial Complaint
05/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Instamed makes it impossible to pay your medical claims though it is the only option provided through my insurance portal. I get repeated error messages when trying to pay my medical claims and have not been able to get anyone on the phone, just some canned email response.Business response
05/24/2023
InstaMed's Customer Service Team has emailed the Customer on May 18 and 22, 2023 with a request for information needed to research the issue. InstaMed will gladly work with the Customer upon receipt of the requested information. The Customer Service Team can be reached at (866) INSTAMED, (866) 467-8263, or support@instamed.com.
Initial Complaint
04/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I made a payment with my pinnacle HSA account on March 14, 2023 of $181.52 to a website called instant med. This payment was supposed to pay a bill for the **************************** My providers office have NOT received his payment and it has been over a month and I have not received any reimbursement. On my HSA account, it shows the money went through and was collected from insta med, but the providers office has not received anything from insta Med.This bill is now overdue on my account because of this.I am now obligated to pay this out of pocket if I return for any office visit. Even though I have already made this payment. I need reimbursement or this bill to be paid as soon as possible. I am also attaching a screenshot of my bank statement that shows when I made the payment.I tried calling insta med today and after being on hold for several minutes the line hung up on me and said the call volume was too high. I called back and the automated line said I have to email them my complaint. I have a doctors appointment today and I will now be responsible for this payment for a second time just so I can be seen.Business response
05/23/2023
On May 22, 2023, InstaMed's Customer Service Team updated the customer that a refund was credited back to her account on May 9, 2023. Information to trace the refund was provided. Please reach out to InstaMed's Service Team at (866) INSTAMED, (866) 467-8263, or support@instamed.com for additional assistance.
Initial Complaint
04/25/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
InstaMed received two payments from me that they never sent to the insurance company or to the doctor's office. They have just held on to it. I have gone through EVERY involved party to get to the bottom of it, and everything is pointing at InstaMed. Problem is...they don't answer their freakin' phone. I am now being billed the "non-insurance" fee by the doctor's office because they "have never received payment from InstaMed"....so more money out the window because of InstaMed's mistake. I have tried multiple times to call InstaMed, and every time I do, I wait on the call with a voice message that says "your call is very important to us", that ends by them hanging up on me and telling me I need to send them an email to "support@instamed.com", and I am confident will make it extremely difficult to get my money back. . Absolutely the worst customer experience I have ever received, and it is infuriating. This has to be illegal somehow!Business response
05/01/2023
On April 28, 2023, InstaMed emailed ****** the payment/deposit documentation for the payments he made to his Providers. The documentation provides details on how and when the Providers processed the payments, and confirms that the funds were paid to the Providers via direct deposit. InstaMed recommends that ****** share this information with his Providers so that the payments can be located and credited to his account. Please reach out to InstaMed's Service Team at (866) INSTAMED or (866) 467-8263 or support@instamed.com for additional assistance.Initial Complaint
04/21/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I have noticed that even after paying my processed claims through *****, Instamed also withdraws monies from my bank account. I have called Cigna to ask why this is happening and after fully explaining the problem ***** advised me to contact Instamed. Course the reason why I contacted ***** was because I could not get a hold of anyone when I called Instamed. I am being double billed for medical services and I want Instamed to cease withdrawing monies from my bank account.Business response
04/28/2023
InstaMed's Customer Service Team contacted Joel by email on 4/27/2023 to explain that InstaMed is the payment processor for *****. When a ***** member submits a payment through the ***** member portal, the payment is processed and sent to the member's Provider by InstaMed. As such, a payment to a ***** Provider may show as a charge from InstaMed on a member's bank account, but the charge is one in the same. ****'s payments were reviewed by the Team, and none were found to have been processed twice. InstaMed's Customer Service Team can be reached at (866) INSTAMED, (866) 467-8263, or support@instamed.com on further inquiries.Customer response
05/01/2023
[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:
After a closer review from my accountant, it does appear that the payment I make to ***** and the withdrawal of monies out of my bank account by Instamed are one and the same and that there is no evidence of double billing.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
04/17/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I was billed $203.23 from ********************** Radiology. The mailing address on their invoice is: P.O. Box ******, Dallas, TX *****-****. I paid the statement amount online through InstaMed and received an authorization code: ******. The payment was deducted from my checking account on 03-17-23. ********************** radiology has not received my payment. I cannot reach them via telephone. I instructed them to refund my payment via InstaMed Support online. InstaMed has provided me with an online case number: ********. ********************** has indicated they will have their support team look into this and I can call them back in 30-45 days. I cannot reach anyone to effectively resolve this and have may payment refunded. I still have an outstanding bill in the amount of 203.23 with ********************** Radiology.Business response
04/28/2023
InstaMed's Customer Service Team reached out to *** on 4/27/2023 by email and confirmed that her payment cancellation request was processed on 4/21/2023. The Team advised *** to allow 10 business days for the cancellation to be processed and refunded to her account. InstaMed's Customer Service Team can be reached at (866) INSTAMED, (866) 467-8263, or support@instamed.com.Customer response
04/28/2023
[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 provided they follow through. On 3-26 InstaMed indicated my payment was cancelled and would be refunded to my bank in 3-5 business days. It was not. On 4-27 I received another message indicating my payment was cancelled and would be refunded to my bank in 10 business days. At this point, I will believe them when the refund is completed. Their communication processes and refund processes do not appear to be aligned.
Regards,
*****************Initial Complaint
03/25/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was sent this medical bill in the mail which has absolutely no information or explanation of benefits for what it pertains to. I was scammed into paying it due to the threat if collection agency, though I have never received a prior notice from them. I do not even know who they are or why they billed me! After submitting the payment out of fear I immediately tried to cancel the transaction after realizing many have also gone through this same ordeal.Business response
04/18/2023
On 4/13/2023, the Customer advised ********************** that they had resolved their issue directly with their Healthcare Provider, and have received a refund. Customer stated that no further assistance was required from InstaMed's **************** Team. ********************** will gladly work with the Customer in the future on any matters, and the **************** Team can be reached at **************************, **************, or *********************************
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Customer Complaints Summary
104 total complaints in the last 3 years.
22 complaints closed in the last 12 months.