Complaints

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

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  Aetna Inc.

  151 Farmington Ave Hartford, CT 06156-7003

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  Aetna Insurance

  7601 Ora Glen Dr Ste 200 Greenbelt, MD 20770-3641

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  Aetna Insurance

  14048 Parkeast Cir Chantilly, VA 20151-4218

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  Aetna Inc.

  99 Park Ave Rm 3R New York, NY 10016-1601

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  Aetna Inc.

  12209 Shaffer Rd Swanton, OH 43558-9425

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:04/04/2025

  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 Medicare Advantage medical insurance AETNA PPO for 6 years. In November 2024, I had laboratory blood tests at ***** *********** in ******** ** and prior to blood draw I have confirmed that the listed tests were covered by AETNA. It was confirmed by ***** technician. However, in several weeks I have received a bill for $294 and then another one for $1,321 . My call and filing complaints to AETNA were useless because AETNA refused to cover these tests explaining that they were investigational. I have sent them a proof that these test were not investigationa as per American Medical Association. Another isuue: as per y allowance by AETNA in 2024, I was allowed to spend up to $800 for sport equipment. Prior to buying that, I have called AETNA twice and confirmed the list of covered items. Hovewer, when i submitted a claim for reimbursement,. I have received only 30% of allowed amount. All my calls and complaints were not addressed. Eventually ,i have sent a letter to AETNA CEO. After long time, I had a call from Kathie regarding ***** charges and sporting euipment. She ensured me that she has been working to resolve these issues but then disappeared and I was not able to find ANY connections to contact her. And lastly, one more issue. I am AETNA provider as a PCP and I have re*****ed clarification with credentialing process which has been lasting for years. Same situation: I had calls from some persons, then some email stating that my *****ion has been worked out, but..... Last email communication I hgad with Daniele G***** who promissed to speed up a process but... also disappeared. Why i am writing to BBB. As I know, ANY official letter. concerns, complaints MUST be responded within 2 weeks. Hovewer, AETNA failed to take care of its members and its providers, AETNA completely ignores and fails to follow its own policies. Inspite of my very minimal use of medical benefits from AETNA, it does not want to consider ANY resolution in member /provider favor.

  Business Response

  Date: 04/10/2025

  **** *** ******* **********
  
  Please see our response to follow-up on complaint # ******** for Dr. Alexander Fink that was received by us on April 4, 2025. Our Executive Resolution Team researched the concerns, and I would like to share the results of the review with you.
  
  We have identified the concern that our member, *** ********* ****, has is about a complaint letter he previously sent to the Aetna CEO. He mentions receiving a call from Kathy regarding the ***** *********** charges and the fitness sporting equipment. He states she assured him that she has been working to resolve these issues but then he never heard from her, and he was unable to find any connections to contact her. We understand how frustrating this can be and we take our members concerns very seriously.
  
  Upon on review, we found *** **** is referring to his previous executive complaint received on February 25, 2025, filled under case ***********. This case was handled by our Executive Resolution Team’s analyst Kathy S. There were three concerns in this case, a bill that he received from ***** Diagnostics Clinical Laboratories, a fitness reimbursement claim, and his provider credentialing concerns. This case shows it was closed verbally with *** **** on February 25, 2025, and a written resolution letter was mailed to him on February 26, 2025. The written response stated as follows:
  
  “Per our conversation on February 25, 2025, you stated you faxed an appeal for both claims a week ago. I suggested you call me the end of the week to see if the appeals are on file as I did not see them as of our conversation.  I advised the network concern showing you with two different designations, is being handled by our Provider Executive Resolution Team.”
  
  The written resolution letter included our executive analyst direct contact phone number if he had additional *****ions.
  
  We confirmed there were phone communications between our Executive Analyst, Kathy and *** **** up through March 6, 2025. On March 3, 2025, Kathy confirmed on a call with him that his appeal was received. However, during the call review we found he was advised that he would receive a response in 30-days regarding the decision of the appeal. This was incorrect information as the appeal turnaround timeframe is as follows:
  
  The appeals department has 30-days to respond for a standard pre-service appeal, for services not yet provided.
  
  The appeals department has 60-days to respond for a standard post-service appeal, for services that have already been rendered.
  
  We do apologize for the incorrect information provided on the appeal response timeframe. We have sent a service improvement coaching to our manager of our Executive Resolution Team to address the error located with our executive analyst, Kathy. We use the service improvements to educate, and retrain, the analyst to improve our services to our members.
  
  In addition, we have reviewed the claims on his account and show claim ********* was received on November 19, 2024, from ***** *********** ******** ************* *** for date of service November 11, 2024. The total billed amount is $851.23. The claim paid the provider on November 20, 2024, in the amount of $43.31. The member responsibility is $294.77.
  
  We also show claim ********* was received on November 20, 2024, from Athena Diagnostics, Inc for date of service November 11, 2024. The total billed amount is $1,321.32. The claim is denied, and the member responsibility is $1,321.32. The explanation of benefits dated December 13, 2024, states the reason of this denial as:
  
  Charges for or in connection with services or supplies that are, as determined by us, considered to be experimental or investigational are excluded from coverage under the member’s plan. To obtain more information regarding coverage of this service, go to our website and enter the denied procedure code 86366 in the search field. Member’s can also review our Clinical Policy Bulletins. In addition, since *** **** is a physician, he may also use our provider portal on Availity. From the Availity Home page, select Payer Spaces, Aetna, then Code Edit Lookup tools.
  
  We show we received another claim under ********* on March 14, 2025, from Athena Diagnostics, Inc for date of service November 11, 2024. The total billed amount is $1,321.32. The claim is denied, and the member responsibility is $0. This claim was denied as a duplicate claim that we’ve already considered for payment under claim *********.
  
  We show the fitness reimbursement claim was received on January 4, 2025. The total submitted amount is $791.69. The claim lists three pickleball paddles/racquets that he purchased at ****** ******** ***** on December 18, 2024. The plan reimbursed the member for one pickleball paddle/racquet in the amount of $299.55 on January 18, 2025, as only one pickleball paddle/racquet is allowed to be reimbursed.
  
  We confirmed an appeal was received on March 3, 2025, regarding the denied service lines on the fitness reimbursement claim M10836095 and claim ********* with ***** *********** Clinical Laboratories, Inc. As this is an appeal for services already rendered our appeals department has 60 days to make a decision. We have confirmed the appeal is in progress and has a response due date of May 2, 2025. *** **** will receive a response with the outcome of our appeal departments decision on or before the appeal case due date of May 2, 2025.
  
  We do not show an appeal on file regarding the denial of claim ********* in the amount of $1,321.32. Please know, if a member disagrees with their cost share applied on a claim, or if a claim is denied, they have the right to file an appeal. The only way to overturn a decision made by the plan, is to utilize the appeal process.  Appeals can be submitted either in writing or on our website, www.aetnamedicare.com. Members have 60 days from the date on their explanation of benefits statement to file an appeal, this timeframe can be extended if the member can provide a valid explanation for the delay. We have attached an appeal form to this response for convenience.
  
  Lastly, we reached out to our provider network management team and Danielle G***** confirmed she has been in contact with *** **** as his concern is still being looked into. She also advised she would reach out to him directly and provide him an update on his provider credentialing concerns.
  
  The member will receive a detailed Medicare Resolution Letter within 7-10 business days with this response.
  
  We take customer complaints very seriously and appreciate you taking the time to contact us and giving us the opportunity to address *** ********* ****’s concerns.
  
  Sincerely,
  Marilyn G.
  Analyst, Medicare Executive Resolution Team

• Initial Complaint

  Date:04/04/2025

  Type:Order 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 am writing to formally file a complaint regarding the repeated and wrongful termination of my health insurance coverage. Despite consistently providing all requested documentation and meeting all eligibility requirements, my coverage has been terminated multiple times without proper explanation or justification. This pattern has caused significant distress and disruption to my access to necessary healthcare. Each time my coverage is terminated, I am forced to go through a lengthy and frustrating reinstatement process—submitting documents I have already submitted, spending hours on the phone, and being told conflicting information by different representatives. I have complied with every request in a timely manner and have kept detailed records of my communications and submissions. The repeated terminations appear to be the result of administrative errors or system flaws, not any action or inaction on my part. This ongoing issue has not only affected my ability to receive medical care but has also jeopardized my financial stability, as I am left responsible for costs I should not owe. I am requesting a thorough investigation into my case, a permanent resolution that ensures my coverage is maintained without interruption, and a formal explanation of why these terminations have occurred. I am also requesting confirmation that my coverage is currently active and will remain so.

  Business Response

  Date: 04/18/2025

  Dear ******* *********:

  Please see our response to complaint # ******** for ******* **** that was received by us on April 4, 2025. Our Executive Resolution Team researched your concerns, and I would like to share the results of the review with you.

  Upon receipt of the complaint, we immediately reached out internally to further research the member’s concerns. We confirmed that multiple files were sent to Aetna from the *********** regarding Ms. ****’s enrollments and terminations. Unfortunately, the details surrounding the enrollments and terminations are located within the ***********’s systems, not Aetna’s systems. In addition, the *********** owns the enrollments for the on-exchange plans and Aetna is unable to change the enrollment details provided to us by the ***********. With each file that was sent to Aetna, we were only told that Ms. ****’s plan changed. As of April 1, 2025, Ms. ****’s plan is inactive.

  On April 11, 2025, Amanda B. from Aetna spoke to Ms. **** and advised her that the *********** will need to be contacted directly to initiate an escalation for reinstatement. Thus, a conference call was made with Ms. **** and the *********** to initiate an enrollment escalation. They have provided a turnaround time of 30-45 days. Please know, Amanda B. provided her direct contact information should Ms. **** have any further questions related to this concern.

  We take customer complaints very seriously and appreciate you taking the time to contact us and giving us the opportunity to address Ms. ****’s concerns. If there are any additional questions regarding this particular matter, please contact the Executive Resolution Team at *******************************. 

  Sincerely,
  
  Brittany F.
  Analyst, Executive Resolution
  Executive Resolution Team

  
  

• Initial Complaint

  Date:04/03/2025

  Type:Product 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 paid $44.90 on 12/29/24 for Aetna Silverscript. I changed insurance carriers before 12/31/24. I called in January to request a refund. They told me Jan 8, 2025 that they would issue a refund and to call back if I didn't receive it. I didn't. I called again and they said they mailed it to an address from 2 years prior. I don't know why as the invoices I receive come to my ** *** ***. So they said they would reissue a check and mail it to me. I called back on March 21, 2025 and they said I should receive it anytime, although they did not reissue anything I saw. I called again April 3, 2025 and they said there was a request on 3/21/25 for the check but still no check issued.

  Business Response

  Date: 04/14/2025

  **** *** ******* ********** 
  
  Please see our response to complaint # ******** for *** ******* ****, which we received on April 3, 2025. Our Executive Resolution Team researched the concerns, and I would like to share the results of the review with you. 
  
  Upon receipt of the concern, we immediately reviewed the member’s premium history. We found that the member made a premium payment of $44.90 on, December 30, 2024. This premium payment was applied to the January 2025 premium. However, the member’s plan terminated on, December 31, 2024. The member was issued a premium refund for $44.90 on, January 10, 2025. Refund payments can take up to 21 days to be received by mail. We found that the refund check was sent by mail to a previous address in error. 
  
  We understand that the contacted us on, March 21, 2025. We updated the member’s address to the PO Box requested. We initiated the request to void the previous refund check and reissue a new check. On, March 27, 2025, a new check was sent to the member for $44.90. Our records indicate that the check was cashed on, April 4, 2025.
  
  The member will receive a written resolution letter within 7-10 business days. My contact information will be included in the letter. The member can feel free to contact the plan if you need any further documentation.
  
  We take customer complaints very seriously and appreciate you taking the time to contact us and giving us the opportunity to address *** ****** concerns.
  
  Sincerely,
  Jasmine W.
  Analyst
  Medicare Enterprise Resolution
  
  

  Customer Answer

  Date: 04/15/2025

  
  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:04/02/2025

  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.

  Aetna CVS Health incorrectly denied two of my claims to the same in-network provider on the basis of not receiving a referral. This is false, because the referral was submitted with the claim by my provider. I resubmitted the referral via fax after I received the initial denial, within the eligible time window. I called customer service to have the claims reprocessed. The claims were denied again for not having a referral. I called early March to report this incorrect processing based on false information (that there was no referral, when it was submitted twice). I was told that the reason the claims were denied is because they hadn't received the fax by the time they reprocessed the claims, even though it was nearly a week after the date I faxed it. I was told on that call that the the claims would be reprocessed since they showed in their system they did, in fact, receive the faxed referral within the eligible time window. I received another bill from my doctor late March, which indicated the claims were not reprocessed. I called April 2 to inquire about the reprocessed claims, and I was told the last determination was at the end of January, so there was no action actually taken (contrary to what I was told) based on my call early March. The claims were not reprocessed. I now have to wait 30 days to confirm that the claims are properly processed through their internal appeals system. I have spent hours on the phone trying to rectify this, which is entirely their mistake. I am frustrated, I am stressed due to the potential of my doctor bringing my account to collections, and I am deeply disappointed at the incompetence of Aetna's internal processing communications to rectify this in any reasonable length of time.

  Business Response

  Date: 04/09/2025

  **** ******* **********
  

  Please see our response to complaint # ******** for **** ****** that was received by us on April 2, 2025. Our Executive Resolution Team researched the concerns, and I would like to share the results of the review with you.
  

  Upon receipt of your request, we immediately reached out internally to further research the concerns. After further review and outreach to the provider, the proper referrals were added to the member’s profile. The impacted claims were sent back for reprocessing on April 9, 2025, the claims can take 7-10 days to process and finalize. Outreach was made to the member directly and she was advised of the resolution. Once the claims have processed and finalized another follow up call will be made to the member to inform her that the claims have finalized. New Explanation of Benefits (EOB) will be sent to the member after the claims have processed and finalized.
  

  We take customer complaints very seriously and appreciate you taking the time to contact us and giving us the opportunity to address *** ******** concerns. If there are any additional questions regarding this particular matter, please contact the Executive Resolution Team at *******************************.
  

  Sincerely,
  ShaCarra B.
  Executive Analyst, Executive Resolution Team

• Initial Complaint

  Date:04/02/2025

  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.

  Aetna denied a medical necessity procedure ( *************** ) plus a peer to peer was done and also was denied stating surgery it is not a necessity and stating that I did not finished the required physical therapy time. Physical therapy was done for two section and was canceled after that due to worsening my symptoms taking me to the Emergency room. Aetna is ignoring the fact that what they are requiying for approving my much need it surgery is worsening my condition and goes agains the well of my health. Im currently at home rest due to bad pain an difficult to do my daily routine even in job leave with possible job lost if Aetna keep deniying my procedure plus my condition is worsening by day and Aetna seems to be ignoring this health conditions. My neurosurgeon did an explanation of my condition and advised that this is a medical necessity but again Aetna seem to ignore a medical advise keep insisting of denial over a physical therapy that is worsening my condition

  Business Response

  Date: 04/03/2025

  **** *** ******* **********
  
  Please see our response to complaint #******** for ****** ******** that was received by us on April 02, 2025.  Our Executive Resolution Team researched your concerns, and I would like to share the results of the review with you.
  
  Upon receipt of your request, we immediately reached out internally to have Mr. ********** concerns reviewed. Based on the review it has been confirmed that the procedure code ***** was denied by our clinical team, as there is no documentation of a least six weeks of formal physical therapy in the last twelve months. A peer to peer was completed, and the member’s physician indicated they would submit additional the physical therapy records. However, no additional physical therapy records were submitted.
  
  Mr. ******** has the right to appeal, the member has 180 days from the date of the denial letter to submit an appeal. Mr. ******** may call customer service at ###-###-#### or send a letter to the following address with the additional physical therapy records:
  
  Aetna
  ******** ******** *** **** *** ***** ********** ** ******
  
  We take customer complaints very seriously and appreciate you taking the time to contact us and giving us the opportunity to address Mr. ********** concerns. If there are any additional questions regarding this particular matter, please contact the Executive Resolution Team at *******************************.
  
  Sincerely,
  
  Marshell H.
  Analyst, Executive Resolution
  Executive Resolution Team

  Customer Answer

  Date: 04/04/2025

  Good day, document’s requested has been sent to them by the surgeon side surgery coordinator *** *****. As stated before effort was made to complete PT but it was canceled due to worsening my health condition to the point i was in need to go to the Emergency room almost unable to walk and high levels of pain currently at home rest w/o been enable to perform my daily activities in need of this procedure!!. Please see files attached of documentation Aetna is requesting as proof of the Physical Therapy efforts and the letter explaining therapy could not be completed 

  thank you

  Business Response

  Date: 04/14/2025

  Dear Stewart Henderson:
  

  Please see our response to complaint # ******** for ****** ******** that was received by us on April 4, 2025. Our Executive Resolution Team researched the concerns, and I would like to share the results of the review with you.
  

  Upon receipt of your request, we immediately reached out internally to further research the concerns. After further review it has been determined that the member submitted new information that was not previously received or reviewed. Since the member submitted new documentation, a new appeal has been opened for the member. I will respond directly to the member going forward regarding the resolution to the new appeal.
  

  We take customer complaints very seriously and appreciate you taking the time to contact us and giving us the opportunity to address *** ********** concerns. If there are any additional questions regarding this particular matter, please contact the Executive Resolution Team at *******************************.
  

  Sincerely,
  ShaCarra B.
  Executive Analyst, Executive Resolution Team

  Customer Answer

  Date: 04/15/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and will wait and hope for a positive outcome from this matter
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:04/02/2025

  Type:Order 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 October of 2024 I was sold what was described as an insurance policy but is in fact a "discount" plan. I was told by the agent (Jordan Tucker) that in-network providers were not required and that the "plan" was accepted widely. This is not the case. Providers in my area are unable to verify any type of coverage, and as a result I have had to cancel any health care appointments I have made. Attempting to reach customer service at any of the numbers provided on my policy information card has been futile. ###-###-####, ###-###-####, and ###-###-#### all result in such long hold times that the calls are disconnected, or the language barrier of agents is so significant that neither party understands the issue. Emails are not answered for weeks if at all. I have been attempting to get information for almost 3 months. Meanwhile I am paying over $400/month for useless coverage. I have also filed a complaint against ******* ****** *********, the broker who handled this, and they are passing blame onto me and advising I cancel the policy by calling ###-###-####. I have called this number multiple times and been unable to reach anyone who can assist with questions.

  Business Response

  Date: 04/03/2025

  **** ******* **********
  

  Please see our response to complaint # ******** for ***** ****** that was received by us on April 2, 2025. Our Executive Resolution Team researched the concerns, and I would like to share the results of the review with you.
  

  Upon receipt of your request, we immediately reached out internally to further research the concerns. After further review it was determined that the complainant does not have any active coverage through Aetna. The numbers the complainant stated she called are not Aetna telephone numbers. The complainant would need to make outreach directly to ******* ****** ********* or the Broker in which she enrolled in the health plan with. The complainant can try other telephone numbers for ******* ****** ********* such as ###-###-####, or ###-###-####.
  

  We take customer complaints very seriously and appreciate you taking the time to contact us and giving us the opportunity to address Ms. ******’s concerns. If there are any additional questions regarding this particular matter, please contact the Executive Resolution Team at *******************************.
  

  Sincerely,
  ShaCarra B.
  Executive Analyst, Executive Resolution Team

  Customer Answer

  Date: 04/03/2025

  I have contacted PHS and the agent I spoke with told me to contact Aetna. If Aetna is also denying responsibility then I probably have no further recourse. Please communicate to Aetna that passing the buck between themselves & PHS means I am not satisfied with their response. Poor communication between providers should not result in an experience as frustrating, stressful, & time consuming as mine.

• Initial Complaint

  Date:04/02/2025

  Type:Delivery 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.

  Have been with Aetna advantage for a number of years. Have also used their online OTC benefits program each quarter. The last two quarters I have received no shipment. When I called I was rudely told that I basically don't know how to do online orders. Since I run a business online, I disagree. I am out only the cost of the last two quarters, but I can't help but wonder how many others are having this type of problem.

  Business Response

  Date: 04/04/2025

  *** ********* **** *** ******* ********** 
  
  Please see our response to complaint # ******** for *** ***** **** that was received by us on April 2, 2025.  Our Executive Resolution Team researched the concerns, and I would like to share the results of the review with you.
  
  Upon receipt of the complaint, we reached out internally to view the member’s concerns. We contacted the OTC Department to inquire why the member did not receive his orders and to review the calls from the representatives the member spoke to.  The OTC Department advised that there are no transactions for 2025. The member activated the card on December 11, 2024. There are no call notes since December 2024. The member may access his 2025 OTC benefits online at *************************.
  
  We did review a call that the member made to Aetna on April 2, 2025.  The representative advised that the OTC allowance is now $30 per quarter and gave  the correct phone number to OTC which is ###-###-####.  The representative was very respectful and helpful when the member advised her of the issue.  No errors were found.
  The member will receive a detailed Medicare Resolution Letter within 7-10 business days.
  We take customer complaints very seriously and appreciate you taking the time to contact us and giving us the opportunity to address *** ****’s concerns.  
  Sincerely,
  Cindi D
  Analyst
  Medicare Executive Resolutions

• Initial Complaint

  Date:04/01/2025

  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.

  Since January of this year I have recieved two text messages from Aetna between the hours of 1 am and 4am, I do not need to be awakened in the middle of the night to recieve a message regarding refilling presciptions!

  Business Response

  Date: 04/02/2025

  **** *** ******* **********
  
  Please see our response to follow-up on complaint #******** for *** **** **** that was received by us on April 1, 2025. Our Executive Resolution Team researched the concerns, and I would like to share the results of the review with you.
  
  Upon receipt of the complaint, we immediately member’s account. We confirmed the member’s account that he is not set-up to receive any type of communications regarding his prescriptions. If the member could supply a screenshot of the type of text message that he is receiving we would be happy to look into this further.
  
  After furher review, we show the member has his prescriptions filled at his local retail ******* ********, located at **** ******** ***** ******** ** *****. Their contact phone number is ###-###-####, their pharmacy website is ********************. According to *******’s website: Customer notifications will be received through email (if they have a connected pharmacy account), app push notifications (if they have them turned on), and text messages (if they have signed up for pharmacy texts). Customers can sign into their pharmacy page at ******************** and select how they would like to receive notifications about their prescriptions.
  
  The member will receive a detailed Medicare Resolution Letter within 7-10 business days with this response.
  
  We take customer complaints very seriously and appreciate you taking the time to contact us and giving us the opportunity to address *** **** ****’s concerns.
  
  Sincerely,
  Marilyn G.
  Analyst, Medicare Executive Resolution
  

• Initial Complaint

  Date:03/31/2025

  Type:Delivery 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.

  My name is ***** *****. My son's name is ****** *****. And he has Aetna Better Health of ********. Seven months ago I called in the change his doctor as his doctor was no longer sufficient for him anymore. Unfortunately for myself and my son, I called in multiple times for the last 7 months and have YET to receive his medical card! I've filed a complaint with the company and STILL have not received his medical card and downloading it online is NOT AN OPTION FOR ME!!! I shouldn't have to go through this much! JUST MAIL ME HIS MEDICAL CARD! ITS BEEN 7 MONTHS!!

  Business Response

  Date: 04/07/2025

  **** *** ******* **********
  
  Please see our response to complaint #******** for ***** ***** that was received by us on March 31, 2025. Our Executive Resolution Team researched your concerns, and I would like to share the results of the review with you.
  
  Upon receipt of your request, we immediately reached out internally to have Ms. *****’s concerns reviewed. It has been confirmed that the member ID card for ****** ***** was sent to the verified address 7*** * ***** ** *** ** ****** ***** ** ***** on three separate occasions. The ID card was sent to the verified address on January 10, 2025, February 19th, 2025, and March 19th, 2025. Each ID card was printed with the Primary Care Provider (PCP) *** ***** * *******.
  
  We take customer complaints very seriously and appreciate you taking the time to contact us and giving us the opportunity to address Ms. *****’s concerns.  If there are any additional questions regarding this particular matter, please contact the Executive Resolution Team at *******************************.
  
  
  
  Sincerely,
  
  Marshell H.
  Analyst, Executive Resolution
  Executive Resolution Team

  Customer Answer

  Date: 04/07/2025

  
  Complaint: ********
  
  I am rejecting this response because:

   

  I don't care if you say you sent the cards I NEVER GOT THEM. So you obviously did not send them. I don't care what your system says I NEVER GOT HIS ID CARD! NOT ONE! So maybe send the his ID card certified Mail so someone has to sign for it, or send it ***** or ***. I don't know. But I have NEVER received ANY of the ID cards I've asked for. And I've called **** and they have no way of tracking anything without a tracking number. They have no record of any ID cards from Aetna coming here or even being sent back. It's been almost 7 months and I CANNOT GET HIS ID CARD! UNACCEPTABLE!!!
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 04/18/2025

  **** *** *********:
  
  Please see our response to complaint #******** for ***** ***** that was received by us on April 7, 2025. Our Executive Resolution Team researched the complainant’s concerns, and I would like to share the results of the review with you.
  
  Upon receipt of the complaint, we reached out internally to have the complainant’s concerns reviewed. We confirmed that the member ID card was mailed to the verified address on file (which included “West” in front of the member’s street name) on January 15, 2025, February 19, 2025, March 19, 2025, and April 9, 2025. In addition, we mailed another member ID card on April 16, 2025, to the address verified with the ****** ****** ****** ******* (****), which does not include “West” in front of the member’s street name. Ms. ***** should allow 7-10 days for receipt. Please know, using the verified address was a one-time courtesy. To change the address permanently (to not include “West” in the address), Ms. ***** must contact member services at ###-###-####. Furthermore, we confirmed that the only method of mailing the member ID card is through the ****.
  
  We take customer complaints very seriously and appreciate you taking the time to contact us and giving us the opportunity to address Ms. *****’s concerns. If there are any additional questions regarding this particular matter, please contact the Executive Resolution Team at: *******************************.
  
  Sincerely,
  
  Herman M
  Analyst – Executive Resolution
  Executive Resolution Team

  Customer Answer

  Date: 04/21/2025

  
  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:03/31/2025

  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.

  I have had several communications with *** AETNA CVS HEALTH since December, 2024. I have been trying to cancel my health insurance policy that I was auto-enrolled in (without my consent per ******* ******). ******* ****** is a State-based Exchange on the ******* ********** **** *** Platform and they have acknowledged cancellation of the policy in their system, but Aetna has not. I requested termination of my policy to be effective 11:59pm on 12/31/2024 as I gained other health coverage through my employer effective 1/1/2025. To date, my policy is still active on Aetna's website (see attachment). Additionally, I have requested multiple times to be taken off autopay and to get refunds for 2 charges they made against my credit card without my authorization and a refund of those charges plus a refund for an additional overpayment they acknowledged. Each autopay charge was for $728.48 and the overpayment amount was $82.92 for a total of $1,539.88. Aetna refuses to acknowledge the autopay status or the 2, $728.48 charges despite me providing credit card evidence (see attachments). I have since disputed both of those charges with my credit card company.

  Business Response

  Date: 04/08/2025

  **** ******* **********
  

  Please see our response to complaint # ******** for **** ***** that was received by us on March 31, 2025. Our Executive Resolution Team researched the concerns, and I would like to share the results of the review with you.
  

  Upon receipt of your request, we immediately reached out internally to further research the concerns. After further review it was determined that the member was previously enrolled in an *********** Silver S plan partially subsidized through the State of ******* effective February 1, 2024, through December 31, 2024. The member’s plan was auto enrolled but has since been terminated effective December 31, 2024. There were two auto payments processed for February 2025, and March 2025 in the amount of $728.48 each due to auto pay not being cancelled. The member’s billing portal currently reflects a credit for $728.48, there was a chargeback issued for payment processed on March 25, 2025, due to the member’s request. A refund was processed on April 3, 2025, in the amount of $728.48 back to the member’s **** credit card on file. The auto pay has been removed from the member’s billing portal. Calls and chats were reviewed, missed opportunities were identified and the coaching has been provided.
  

  We take customer complaints very seriously and appreciate you taking the time to contact us and giving us the opportunity to address *** ******* concerns. If there are any additional questions regarding this particular matter, please contact the Executive Resolution Team at *******************************.
  

  Sincerely,
  ShaCarra B.
  Executive Analyst, Executive Resolution Team

  Customer Answer

  Date: 04/09/2025

  
  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. Thank you for your help!
  
  Sincerely,
  **** *****