Complaints

This profile includes complaints for Plushcare, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Plushcare, Inc.

  2261 Market St PMB 22930 San Francisco, CA 94114-1612

  
• 

  Plushcare, Inc.

  101 Mission St Ste 800 San Francisco, CA 94105-1744

  

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:04/08/2024

  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 never signed up for a membership and I have been trying to cancel for months. The website gives an error when trying to cancel the membership, they won't discuss over the phone, and support auto closes any support case without any response. Was told my card is being charged but someone else name is on the account and will not close account.

  

  Business Response

  Date: 04/18/2024

  Thank you for bringing this consumer complaint to our attention, and for the opportunity to respond. Per terms of service, when consumers book their first appointment, they are automatically enrolled into our membership program, which was free for the first ************************************************************************************************************************ next-day appointments, access to some of the top doctors in the country, and innovative digital health services such as in-app messaging.

  The membership is communicated in a multitude of ways:
  1. There is a membership tab on the top of www.plushcare.com.
  2. When consumers book the first appointment that enrolls them into membership there is a summary of the cost of the membership.
  3. In our welcome email, titled "Welcome to PlushCare", which details the membership benefits.

  In checking our support system and with the information provided in this complaint, we do not see communication from this consumer to our support team. Customers may see membership charges to their account if they have another active account (with a different email address used) or a family member used their card information on their PlushCare account. If it's the former, we ask that the consumer provide an alternate email address so we can review our system to locate an active membership. If it's the latter, please have the account holder contact us directly or the consumer can provide the card information (last 4 digits, card type ****** etc], expiration date, and the most recent charge date) so we can manually search our payment system for the charge. 

  We greatly appreciate the feedback that we receive from our members and we strive to provide an excellent member experience. Please contact me with any questions or if you require additional information to support and respond appropriately to this complaint. We look forward to an appropriate and expedient resolution, and are happy to address any further questions.

• Initial Complaint

  Date:04/04/2024

  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 credit card was charged without me receiving care. I called and they said there's nothing they can do. I want the charges off my credit card immediately!

  

  Business Response

  Date: 04/05/2024

  
  
  
  
  
  
  
  
  
  
  
  
  
  
  Thank you for bringing this consumer complaint to our attention, and for the opportunity to respond. The member completed a visit with a PlushCare on March 19th, 2024 to which treatment and prescription were provided. Due to this, we are unable to process a refund a services were rendered. 

  The member spoke to members of our Support team and proceeding with profanity after we informed him of our refund policies. 
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21532688
  
  I am rejecting this response because:

  I was not given care, I received a charge on my credit card for nothing. 

  
  

• Initial Complaint

  Date:04/04/2024

  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.

  In February of 2024 I called pluscare to make an appointment with a doctor. Three weeks later I called again for a follow up appointment. Now Ive seen on my credit card statement a charge of $16.99. I called them today to find out what that charge was for and I was told that this is the membership fee. I never signed up for that, neither have they told me about this or mentioned anything of that sort. On their website it says 30 days free trial( it reads to me like its optional) and it doesnt state anywhere that they automatically enroll you or that you have to cancel. NOTHING OF THAT SORT. I think its disappointing and disgusting. They arbitrarily and willfully mislead the consumer.

  

  Business Response

  Date: 04/05/2024

  Per terms of service, when you book your first appointment, you are automatically enrolled into our membership program, which was free for the first ************************************************************************************************************************ next-day appointments, access to some of the top doctors in the country, and innovative digital health services such as in-app messaging.The membership is communicated in a multitude of ways:1. There is a membership tab on the top of www.plushcare.com.2. When you book the first appointment that enrolls you into membership there is a summary of the cost of the membership.3. In our welcome email, titled "Welcome to PlushCare", which details the membership benefits.

• Initial Complaint

  Date:04/02/2024

  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 was seen on 4/1/2023 for an ear infection. They told me it would cost $20 and I would only have to pay $20 to be seen. It would be $30 to go to urgent care. Well they took down my husbands card and charged the $20 to him. A year later they charge MY credit card $112. I don't even know how they got my credit card information because this card was opened after I was seen for the ear infection and I have never used this company since then. This company must be using another company and sharing credit card information. This is completely fraudulent. My credit card was locked so they sent this through as a recurring bill so that they were able to charge it. Something funny is going on here and I would like my money back.

  

  Business Response

  Date: 04/05/2024

  Thank you for bringing this consumer complaint to our attention, and for the opportunity to respond. At the time of booking, we provide an estimate of a consumers out-of-pocket expenses based on the details provided to us by their insurance provider. PlushCares primary goal is to provide individuals with the best possible care. The charges help us maintain high standards of service, ensuring that you receive thorough and quality medical attention.

  We submitted a claim to the consumer's insurance company and the insurance plan stated that the patient responsibility is higher than what was anticipated resulting in an outstanding balance after their visit.This information is shared in a variety of ways in our Terms of Use which can be found on our website and in our emails. One important section to note is Charges on Your Billing Account. In this section, it states that PlushCare has the right to bill the Payment Method that the member has on file. Another important section is Membership Fee in which it states that, If you do not have insurance coverage for the Services, or if payment or coverage is denied by your health plan or employer, and you have used the Services, you acknowledge and agree that you will be personally responsible for all fees or charges. PlushCare cannot guarantee that your health plan or employer provider will cover these fees or charges.

  We have been attempting to collect on this payment for at least 90 days and multiple messages have been sent to the consumer through email and our mobile application, seeking resolution and payment for the outstanding balance. We also provided several notices to the consumer that their method of payment would be automatically charged on the date specified.

  We greatly appreciate the feedback that we receive from our members and we strive to provide an excellent member experience. Please contact me with any questions or if you require additional information to support and respond appropriately to this complaint. We look forward to an appropriate and expedient resolution, and are happy to address any further questions.

• Initial Complaint

  Date:04/01/2024

  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.

  I reported PlushCare for fraud with my bank. I scheduled an appointment with them for the first time in October. The provider never showed up for my appointment, when I tried to contact the company to inform them, it was impossible. Then tried to cancel my membership, YOU CANT. No one will answer the phone for customer service, the link to cancel your membership is deactivated and hidden, and they do not respond to emails. This is a trash company who is committing fraud and stealing people's money. I'm not the only one, their site is full of people unable to cancel their subscription dating back to more than a year ago

  

  Business Response

  Date: 04/05/2024

  Thank you for bringing this consumer complaint to our attention, and for the opportunity to respond. We are unable to locate an active account with the member information provided - please confirm the name, email address, and date of birth associated with a PlushCare account and we'd be happy to take a look. 

  Customer Answer

  Date: 04/06/2024

   
  Complaint: 21516551
  
  I am rejecting this response because: 

  You are charging me either for an account that I never created or an account that you can "not locate". Either way I have reported these transactions to my bank as fraud. I have also reported the company to the *** and the CA DCA. Your company currently has a lawsuit against it for this exact reason so you clearly do not care about your consumers to begin with.  I will not be providing your company with any further personal information. 

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/28/2024

  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.

  While researching Wegovy, the plush care website comes up and states see online doctor and get Wegovy at your pharmacy When going through the PlushCare questionnaire I selected weight loss and identified ****** as the reason for my appointment. I went through an initial exam appointment $205, blood panel $600 (despite their marketing for $5) and a second appointment $150 where I received a prescription for Wegovy. After calling a couple dozen pharmacies I reach back out to PlushCare and they tell me nobody has it. That I can make another appointment ( and pay) to get a prescription from their pharmacy for another brand at $299 a month or I can make another appointment for a different prescription. Its a pretty unethical practice to write prescriptions for medication that is not available, which they clearly knew and to require additional money to get a new script. It should have been disclosed at the first appointment that ****** would not be available and what the other options might be. They were not honest nor did they share the knowledge they had about the wegovy product despite that being identified as my reason for the appointment. Their practice is very deceptive in this situation

  

  Business Response

  Date: 04/05/2024

  Thank for your bringing this member's feedback to our attention. Per PlushCare's policy, alternative medication requests are required in order for our physicians to discuss risk and benefits with their patients. This is imperative to the safety of our patients. Ultimately, prescriptions are given at the discretion of the physician after reviewing a patient's health history. 

  The member's insurance provider requires a Prior Authorization to which our team is diligently working on - the outcome and timing of Prior Authorizations are due to a member's insurance provider. On March 28th, 2024 we transferred the member's prescription upon their request. 

  We greatly appreciate the feedback that we receive from our members and we strive to provide an excellent member experience. Please contact me with any questions or if you require additional information to support and respond appropriately to this complaint. We look forward to an appropriate and expedient resolution, and are happy to address any further questions.

   

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21498537
  
  I am rejecting this response because:the basis of my complaint was not addressed.  The outcome of 2 appointments and $600 lab bill (when advertised @ just $15) was a prescription they later stated that nobody has it and you cannot get it.   What was the point?  

  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/18/2024

  Thank you for forwarding this rejection for our review. The consumer received services (appointments with a PlushCare physician, lab orders, prescriptions) therefore, a refund is not applicable. PlushCare does not have the ability to dictate the stock of a medication - we'd recommend the consumer reach out to their local pharmacies to inquire about their stock. 

  We greatly appreciate the feedback that we receive from our members and we strive to provide an excellent member experience. Please contact me with any questions or if you require additional information to support and respond appropriately to this complaint. We look forward to an appropriate and expedient resolution, and are happy to address any further questions.

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21498537
  
  I am rejecting this response because:
  The staff had knowledge of the lack of availability for the prescribed product before taking my money, yet failed to even mention until after $900 in appointments and bloodwork. Its just poor service and a practice of profit before people.  
   

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/27/2024

  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.

  Hello. I'd like a refund for my membership fee and appointment. The doctor was nice however the connection was very bad. She even left after 10 minutes because she got disconnected. Lucky enough I stayed and didn't leave. It was hard for her to diagnose my issue because she couldn't see it. Not really satisfied for 98$ appointment. Although I appreciate her sending in prescriptions. Not confident in trying them if she wasn't 100% sure of what I had. For 15 min poor video quality appointment not worth the money. I don't think I'll be using the services again and want a refund. Website says money back guarantee

  

  Business Response

  Date: 04/05/2024

  Thank you for bringing this consumer's feedback to our attention and allowing us the space to review and respond. Upon reviewal, the consumer reach out to our Support team on March 28th, 2024 and was provided a refund along with the cancellation of their membership. 

  We greatly appreciate the feedback that we receive from our members and we strive to provide an excellent member experience. Please contact me with any questions or if you require additional information to support and respond appropriately to this complaint. We look forward to an appropriate and expedient resolution, and are happy to address any further questions.

• Initial Complaint

  Date:03/26/2024

  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.

  I signed up for a membership that was to enable me to seek medication for weight loss through online medical care. Their process was complicated and very laborious. I went to cancel the membership and the process that was stated on the website gives you directions that lead you nowhere. Finally I reached an agent on the information chat line, and they confirmed my cancelation in September. They confirmed this on their chat line which I still retain. They continue to charge my account even-though they acknowledge I cancelled in September. This is a website that is has designed a way to prey on overweight people and has no clear way to cancel.

  

  Business Response

  Date: 04/05/2024

  Thank you for bringing this consumer's feedback to our attention and allowing us the opportunity to review and respond. Upon reviewal, the member's PlushCare membership had been cancelled in October of 2023 upon their request via email. 

  On March 25, 2024 the consumer reached out to our Support team via in-app messaging asking to cancel the membership to which we explained to the consumer that his membership has already been cancelled and the charge he is seeing on his account is a balance due from his previous appointment. We then sent detailed receipts upon his request. At the time of booking, we provide an estimate of a consumers out-of-pocket expenses based on the details provided to us by their insurance provider. PlushCares primary goal is to provide individuals with the best possible care. The charges help us maintain high standards of service, ensuring that you receive thorough and quality medical attention.

  We submitted a claim to the consumer's insurance company and the insurance plan stated that the patient responsibility is higher than what was anticipated resulting in an outstanding balance after their visit.

  This information is shared in a variety of ways in our Terms of Use which can be found on our website and in our emails. One important section to note is Charges on Your Billing Account. In this section, it states that PlushCare has the right to bill the Payment Method that the member has on file. Another important section is Membership Fee in which it states that, If you do not have insurance coverage for the Services, or if payment or coverage is denied by your health plan or employer, and you have used the Services, you acknowledge and agree that you will be personally responsible for all fees or charges. PlushCare cannot guarantee that your health plan or employer provider will cover these fees or charges.

  We have been attempting to collect on this payment for at least 90 days and multiple messages have been sent to the consumer through email and our mobile application, seeking resolution and payment for the outstanding balance. We also provided several notices to the consumer that their method of payment would be automatically charged on the date specified.

  We greatly appreciate the feedback that we receive from our members and we strive to provide an excellent member experience. Please contact me with any questions or if you require additional information to support and respond appropriately to this complaint. We look forward to an appropriate and expedient resolution, and are happy to address any further questions.

• Initial Complaint

  Date:03/25/2024

  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.

  On January 27 and February 3 I had two appointments with a provider on PlushCare. I paid $129 upfront for the appointment and was told they would bill my insurance later. my insurance was billed and it covered zero of the cost of the appointments I thought this was unusual as my insurance is usually good about covering at least 75% even if its out of network. so I spoke to my insurance company and they told me yes it was out of network. Yes it should be covered up to 75% but the claim was submitted by PlushCare with the wrong insurance modifier code for a telehealth visit. I was told that there is a provider helpline through the insurance and that they would be able to resolve that with them if they would call. That was nearly 2 months ago with multi times a week contact between me and the billing department at PlushCare. No matter what I do they will not budge that they used the correct modifier. They will not contact my insurance helpline. I have requested multiple times for confirmation that they have contacted them and they will not give me a clear and direct answer. I would like to make another appointment with the doctor on PlushCare, but will not do so until they have figured out how to correctly bill my insurance. At this point, they are actively keeping me from seeking healthcare by their Billing incompetence and refusal to assist me further. I would like them to either correctly bill my insurance. Or refund me the amount that my insurance is willing to pay(75%) and the two months of subscription fees for the months that I was unable to use the service because I was unsure whether or not my insurance would be be able to be properly billed.

  

  Business Response

  Date: 04/05/2024

  Thank you for bringing this consumer complaint to our attention, and for the opportunity to respond. At the time of booking, we provide an estimate of a consumers out-of-pocket expenses based on the details provided to us by their insurance provider. PlushCares primary goal is to provide individuals with the best possible care. The charges help us maintain high standards of service, ensuring that you receive thorough and quality medical attention.

  We submitted a claim to the consumer's insurance company and the insurance plan stated that the patient responsibility is higher than what was anticipated resulting in an outstanding balance after their visit.

  This information is shared in a variety of ways in our Terms of Use which can be found on our website and in our emails. One important section to note is Charges on Your Billing Account. In this section, it states that PlushCare has the right to bill the Payment Method that the member has on file. Another important section is Membership Fee in which it states that, If you do not have insurance coverage for the Services, or if payment or coverage is denied by your health plan or employer, and you have used the Services, you acknowledge and agree that you will be personally responsible for all fees or charges. PlushCare cannot guarantee that your health plan or employer provider will cover these fees or charges.

  We have been attempting to collect on this payment for at least 90 days and multiple messages have been sent to the consumer through email and our mobile application, seeking resolution and payment for the outstanding balance. We also provided several notices to the consumer that their method of payment would be automatically charged on the date specified.

  We greatly appreciate the feedback that we receive from our members and we strive to provide an excellent member experience. Please contact me with any questions or if you require additional information to support and respond appropriately to this complaint. We look forward to an appropriate and expedient resolution, and are happy to address any further questions.

  Customer Answer

  Date: 04/06/2024

   
  Complaint: 21481832
  
  I am rejecting this response because: your response is a generic response that is not specific to my actual complaint. It does not resolve any of my concerns.
  Clearly you didnt read the details of my initial complaint. My issue is that the billing claim was submitted to my insurance incorrectly, my insurance company has stated that they will cover the care that was provided if correct modifier is used for a tele health visit. They have provided me with a number for the billing assistance line that I have provided to your billing department multiple times. 
  I have no issue paying what is owed that insurance wont cover. But my insurance hasnt been correctly billed yet. How am I to know the balance that is actually owed ? 
  The 5 minute solution is at your fingertips, call the provider billing assistance line for my insurance that has been provided to you multiple times and submit the bill correctly. 
  
  My next course of action will be to contact the insurance commissioner of Washington state to place a complaint and notify them of the unethical billing practices being used by your establishment.  

  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/18/2024

  Thank you for forwarding the consumer's rejection for us to review. Our Billing Manager provided an update to the consumer notifying them that our RCM ************************** team reviewed the submitted claim and concluded that it was submitted correctly. The consumer's insurance is out of network with PlushCare and there are no changes to be made. 

  The update was sent to the consumer on April 8th, 2024. 

  Customer Answer

  Date: 04/21/2024

   
  Complaint: 21481832
  
  I am rejecting this response because:
  I have attached the statements from my insurance company stating directly that out of network visits are covered at 70%. And all that needs to be done is simply rebuild with the correct modifier. 
  I blurred my personal information for the Internet, but have sent you these without any editing through our email chains multiple times. I have also provided you with the provider billing assistance line through my insurance They await your call to assist you with this. 
  

  I will not resolve this claim until that call has been made. 
  

  Next step will be to open a case/investigation with the insurance commissioner of Washington state on May 1 if this cannot be resolved through the proper channels. 

   

  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/22/2024

  Type:Sales and Advertising 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 an appointment on 1/01/2024 to speak to a provider about medication. She accepted the appointment but was late and rushed me off the call in 5-7 minutes. The appointment was terrible so I immediately cancelled the service and decided to go with in-person care elsewhere. I paid for the monthly $17 fee and a $30 copay since they said my insurance would be accepted. Now I'm being charged $197 more because they said my insurance is not paying and i wish I read the reviews on the BBB site because it seems like this is their predatory practice. I want them to cancel the $197 and accept the rest of my money as payment for the <10 minutes I spent on the phone for the appointment.

  

  Business Response

  Date: 04/05/2024

  Thank you for bringing this consumer complaint to our attention, and for the opportunity to respond. At the time of booking, we provide an estimate of a consumers out-of-pocket expenses based on the details provided to us by their insurance provider.PlushCares primary goal is to provide individuals with the best possible care. The charges help us maintain high standards of service, ensuring that you receive thorough and quality medical attention.

  We submitted a claim to the consumer's insurance company and the insurance plan stated that the patient responsibility is higher than what was anticipated resulting in an outstanding balance after their visit.

  This information is shared in a variety of ways in our Terms of Use which can be found on our website and in our emails. One important section to note is Charges on Your Billing Account. In this section, it states that PlushCare has the right to bill the Payment Method that the member has on file. Another important section is Membership Fee in which it states that, If you do not have insurance coverage for the Services, or if payment or coverage is denied by your health plan or employer, and you have used the Services, you acknowledge and agree that you will be personally responsible for all fees or charges PlushCare cannot guarantee that your health plan or employer provider will cover these fees or charges.

  We have been attempting to collect on this payment for at least 90 days and multiple messages have been sent to the consumer through email and our mobile application, seeking resolution and payment for the outstanding balance. We also provided several notices to the consumer that their method of payment would be automatically charged on the date specified.

  We greatly appreciate the feedback that we receive from our members and we strive to provide an excellent member experience. Please contact me with any questions or if you require additional information to support and respond appropriately to this complaint. We look forward to an appropriate and expedient resolution, and are happy to address any further questions.