Complaints

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

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  Medcom

  1061 Riverside Ave Fl 2 Jacksonville, FL 32204-4190

• 

  Medcom

  PO Box 10269 Jacksonville, FL 32247-0269

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:05/09/2024

  Type:Service or Repair 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 been paying this company $32.92 for cobra continuation of dental benefits since February 2024. The payments have not been properly credited to the company Met Life for dental coverage. They have been showing me cancelled since 1/19/24. I spoke with several representative at Med Com last person I spoke with was ****** and she said that she will send a carrier to reinstate my benefits. I checked on my benefits last night and it was showing correctly that benefits were reinstated Feb 1, 2024. Today less than 24 hours later it is showing that benefits are cancelled 4/30/24. I am exhausted trying to get people to do their job. Spoke with ***** at Metlife and she told me to call my Cobra representative.

  Business Response

  Date: 05/09/2024

  We apologize that you have experienced difficulty with the reinstatement of your dental benefits. We notified MetLife on April 4 and May 7 to reinstate coverage and our records show your benefits are active. We contacted MetLife via phone today and they confirmed they will update their records. They also indicated it will take ***** hours for providers to see the reinstatement in all systems. Until their systems are updated, the providers will need to call to verify coverage. 

  Customer Answer

  Date: 05/10/2024

  [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

  Date:07/28/2023

  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.

  My company uses Medcom for their HRA FSA accounts. The past 2 months whoever is reviewing the submitted claims for our company has been rejecting them. I am not the only one that has had this recent experience. We are submitting all of the correct documentation with no result. All of my claims have been paid the last 2 years and now this company has decided they're not paying anymore. I've submitted the same documentation for these claims that have always been submitted in the past. These visits include: prescriptions, urgent care visit, medical counseling appointments (ordered by my PCP and surgeon), and medical chiropractor appointments (ordered by my PCP).

  Business Response

  Date: 08/03/2023

  Health Reimbursement Arrangement (HRA) Plans are governed under Section 105(h) of the Internal Revenue Code. These plans are funded 100% by the employer and the employer determines which expenses are eligible under this Plan. Medcom administers the HRA plan in accordance with IRS guidelines and the HRA Plan Document. The language in the plan document prior to the May 2023 renewal was ambiguous, leaving open interpretations of eligible expenses of the Plan not intended by the employer. The employer restated the HRA Plan Document consistent with the May 2023 renewal with language that is more specific to match their intention of expenses they wish to reimburse to their employees under the HRA plan. Those eligible expenses only include expenses that are covered by the employer-sponsored insurance plan for which the employee is enrolled and must be categorized as an in-network or out-of-network deductible, coinsurance, or copay expense. Documentation must be provided to show the service is deemed as one of these expenses by the insurance plan, typically with an Explanation of Benefits (EOB) from the insurance carrier.
  
  The employer has the right to amend or terminate their HRA Plan at any time or from time to time. These changes are within their scope of offering an HRA Plan and we are administering it based on the employer’s intentions.  
  
  The claims that have been denied may be resubmitted with an EOB showing the expense is an in-network or out-of-network deductible, coinsurance, or copay expense for reimbursement to occur. If these expenses are not deemed to be an in-network or out-of-network deductible, coinsurance, or copay expense by the insurance carrier, they may be eligible for reimbursement under the Flexible Spending Account (FSA) for which the employee is enrolled. 

  Customer Answer

  Date: 08/14/2023

  The company explained the above.  I resubmitted all files under the FSA account twice and all claims were switched over to the HRA claim and denied.  My HR got involved and one was fixed.  The remaining ones were not and now I'm being ignored.

• Initial Complaint

  Date:07/18/2023

  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 cancelled my cobra healthcare coverage as of March 1, 2023. However, since April 1, 2023, my Cobra plan has been restored as active. I have called ****** nearly every week since then to get this plan cancelled. They have said my previous employer added me back to the plan, which is why it happened, but they let them know to remove me. The issue is ****** is the only one that can work directly with ******* **** to get this plan removed. With each call, they continue to say they sent a notification to ******* Blue, but there is no follow up. This is now more than three months with no resolution. My current insurance is denying many of my bills since they say I have another active plan, but I don’t - it’s just this one that is in error. ****** will not let me speak with a manager nor have they ever returned my calls when stating someone would follow up with me regarding this issue.

  Business Response

  Date: 07/18/2023

  To Whom it may concern:

  We have sent 4 letters to ******* **** to cancel ********* ********** coverage.  Please see attachments for dates of letter sent to cancel her coverage.

   

  This plan sponsor is **** ****** of ******* *******, ****** is only a third-party administrator.  At this point, she would have to contact her former employer directly since our repeated efforts are not getting her coverage cancelled.

   

  ***** *****

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

  ******

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

  **********

   

• Initial Complaint

  Date:05/22/2023

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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 an HSA account through my employer to help offset the cost of medical expenses. I have $180 per paycheck pulled out each pay period. In February I noticed some fraudulent activity on my account in large amounts of money. Someone was trying to pull thousands of dollars from the account that only had about $2,000 in it to begin with. The transactions actually began on 2/1/2023. My account had to be deactivated and I was inconvenienced for over 3 months while they "investigated" the situation. Then I get an email from the individual I had been in contact with through my employer in MAY telling me that I would not get the entire amount of MY money put back into my account for me to use because "too much time had lapsed " and they "couldn't recoup all of the money". So, I had over $1,300 stolen from me out of my account and Medcom says that there isn't anything they can do. I will be contacting the Attorney General's Office and filing a formal complaint regarding the way they handled this situation. All I am asking for is what is mine. I work hard for my money and I trusted this company to keep it safe, but they neglected to do that and then they refuse to reimburse me for what is rightfully mine.

  Business Response

  Date: 06/06/2023

  We understand experiencing unauthorized activity on any account is a very stressful situation. In this particular case, Medcom made numerous attempts to contact the accountholder and confirm the activity on the account and was informed the activity was authorized. It wasn't until after 60 days had passed that we were notified the activity was not authorized. The HSA custodial agreement outlines that accountholders must report unauthorized activity within 60 days. Unfortunately, consumer protection laws do not protect Health Savings Accounts (HSA) from fraudulent activity. All accountholder information at Medcom is safe and protected. The result of the unauthorized activity occurred as a result of the participant's account being hacked. We recommend that accountholders use a variety of methods to protect their accounts, including but not limited to, using strong, complex passwords, not reusing passwords that are used for other accounts, changing passwords often, reviewing account alerts sent to the participant, and reviewing their account on a regular and consistent basis. 

  Customer Answer

  Date: 06/09/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  It was NOT past the 60 day mark when I BEGAN dealing with the fraud on my account. I did not give anyone my safe, secure and complicated password, not even my husband, yet someone miraculously was able to get into my account on the first try! I believe that someone within Medcom hacked my account and now I am out over $1,000 of my hard-earned money that was supposed to go towards medical bills for my family. Medcom should be ashamed of themselves for not only allowing this to happen, but also for not protecting my money. They allowed several thousand dollars to be taken from my account before trying to alert me that there was a problem. Again, I think that this was an inside job by a Medcom employee. The director I spoke with on the phone indicated that many people have several thousands of dollars in their Medcom accounts indicating that my little $1,000 balance wasn't anything for them to really be concerned about. If it's such an insignificant amount of money to them, then how come they don't do the right thing and make the situation right instead of denying responsibility?

  Regards,

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

• Initial Complaint

  Date:03/15/2023

  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.

  ****** is withholding funds from a *** account. The *** account was established through a previous employer. Although my contract ended with the previous employer May 2022, *** deductions continued based on how payroll is processed. After logging into my online ****** *** benefits account, I observed a statement that indicates there is $1040 that must be used by 3/31/2023. I contacted ****** to reauthorize my debit card usage to the merchant that provides childcare services. The representative claims that because I have "no account" for 2023 I must pay out-of-pocket. Then, file a claim for reimbursement. This process is ineffective. ****** uses its discretion to deny claims and stalls. ****** has previously denied a prior reimbursement claim for $260, which I had to pay out-of-pocket for childcare services due ****** delaying mailing me a *** debit card. ****** should not withhold any funds that are technically someone's earnings that has been deposited in the *** account. The purpose for electing an *** account is to pay for childcare services.

  Business Response

  Date: 03/28/2023

  Medcom administers Dependent Care Assistance plans in accordance with IRS regulations and the employer’s plan document. We are unable to issue any reimbursement payments without a proper claim submission and within the timeframes as established by the Plan. Once an employee terminates, the debit card is deactivated. Any claims for eligible services after termination must be submitted manually. The timeframe for submitting claims after termination for the 2022 plan year is the end of the plan’s run-out period, which is March 31, 2023.

   

  Furthermore, Medcom did not receive the termination information to update the account properly. This resulted in additional contributions being posted to the account that were never payroll deducted. We have confirmed the correct payroll deductions with the former employer and have updated the account accordingly. This update results in a remaining balance of $260. This can be reimbursed if a claim is submitted by the March 31, 2023 deadline with documentation for eligible childcare services incurred during the coverage period (the timeframe for which the account was effective in 2022 through the end of the month in which termination occurred). If you are unsure how to submit a claim, please contact our customer service department at ***** ********, option 1 and we will be happy to provide guidance.

   

• Initial Complaint

  Date:12/15/2022

  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.

  Medcom allows investment of HSA funds. I invested some of my funds and when I transferred them back to my spending account, $500 was not transferred over. I recently transferred another $1,000 to my spending account and only $400 transferred. I've called and emailed multiple times but have not received a resolution. Now when I call, the automated system hangs up on me. I'm owed a total of $1,100 from Medcom.

  Business Response

  Date: 12/28/2022

  After researching the audit logs for Mr. Jacobs account, we find only one transfer of $400 on 12/12/2022 from the investment account to the cash account. The cash account balance was updated on 12/14/2022. On 12/19, the cash balance was used to purchase stocks which would increase the investment balance and decrease the cash balance. While this transaction is processing, the funds will not appear under the cash balance or investment balance, which we believe is what caused the confusion as to the status of the funds. We understand the confusion and inconvenience this creates and are working on an enhancement so this is more visible while the transaction is processing.