ComplaintsforNationsBenefits, LLC

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Initial Complaint
07/23/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I swiped the Nations Benefits card 7/1/24 at an approved grocery to purchase healthy food. The charges were DENIED and I have a receipt from the store showing I did not receive that credit. I have spoken with the store and they confirm they received no money from Nations for this transaction.However, Nations deducted that amount from my benefits account. I have written Nations and called Nations because of this error but they have been unresponsive. I am asking that the $68.72 be added back to my Nations Benefit card.Attached: Kroger grocery receipt with $68.72 marked DENIED. Nations transaction for $68.72 marked approved, in error.
Business response
08/05/2024
Tell us why here...We apologize for the inconvenience you experienced. A refund of $68.72 has been processed and is now reflected in your account. If you require any further assistance, please do not hesitate to reply to this message.
Customer response
08/06/2024

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.
Added Note: I have been using my NationsBenefits card for 18 months and there never seems to be anyone in your office who knows how to correct card errors. Card errors happen a lot with all your customers, not just me. Please consider adding dedicated staff to fix errors in your system so that we can get help from Nations without having to involve BBB.

Sincerely,

*********************
Initial Complaint
07/11/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Around April I ordered back patches from this place with a allowance from my insurance. They give me 35 dollars every 3 months. I Had 70 dollars to spend so I bought as many as I could as they were 8 dollars a box. I ordered 8 and when I received the order it was only 6. I called them and they called me a liar and said they weighed it and hung up. I was very upset because I am 64 and on disability. I have no reason to lie. I called my insurance and they were very polite and put me on hold and called them. They told me that the company would put the money( 16 dollars) back on my account. That was almost 3 months ago and they still have not put it back. I am not a liar and I still want my money back on my card. They were very rude for no reason. I told them that maybe because the box was so big that maybe that was why it weighed so much but to call me a liar over 16 dollars was so uncalled for. Thank you for letting a old lady vent. I hope that they never call anyone a liar over the phone again. It hurts because they don't know me or anything about me.
Business response
07/30/2024
We apologize for any inconvenience. Your refund request for the order placed on April 19, 2024, has been approved, and a total of $17.12 (including tax) has been credited to your account. If you need further assistance, please do not hesitate to reply to this message.
Customer response
07/31/2024

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
07/08/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This Nations Benefits Extra Benefits Card is supposed be loaded every month $215 as part of being a member of Aetna Healthcare patient. They for no reason put a block on the card, so that I can't use it. I reported it to them 4 times, once through *****. They still haven't activated it, and it's my money!
Business response
07/22/2024
We regret the inconvenience you have faced. It is confirmed that your benefits in the amount of $215.00 have been consistently disbursed each month since the activation of your plan on January 01, 2024. Your account status is active and free of any block or restrictions. If further assistance is needed, please do not hesitate to reach out to us.
Customer response
07/23/2024

Complaint: 21954342

I am rejecting this response because:I asked for explanation of why it was blocked (I only found out that it was blocked when I tried to check on my balance on July 1st, and when I saw that the website would not load my balance, I thought it is just a glitch on your system. tried to place an order, and was blocked, so it could have been placed anytime in June). I reported it and asked why on July 2. I got the stupidest representative that it was blocked because I placed an order with ********* on the 1st at night. I told her that the card was blocked already prior, that I placed the order thinking that it was just their glitch. She insisted that it was my fault. I insisted on speaking to a supervisor. Was told that it will be taken care of within 3-5 business days. I called on the 8th through Aetna, the rude person said there is no new information, that he can do nothing. He suggested filing a grievance with Aetna which I already did, but even the Aetna representative chided the Nations Benefits person for being rude. On July 12th, Another call through Aetna. Nationa Benefits lied and said that *****'s funding didn't come through. That it's *****'s fault. Nation's Benefits account clearly showed that Aetna funded it on June 22nd., but Aetna graciously took them by their word, funded it manually again. I get a call from Nation's Benefits that the card is now funded. I said this can't keep happening. I asked why, and can it stop. I was told no it can't stop. I place an order. It goes through. The next day, on the 16th, it is blocked again. I call again through *****, they unblocked it in a few hours. Again, another idiot told ***** that the block was triggered because of the rejected transactions from Nations benefits. Idiots, it was blocked in June, I was on auto pay on my ******* cell phone which got rejected because NB blocked my card. In the mean time, I was without the prepaid cell phone's use for a day not knowing that the payment didn't go through, had to pay for internet out of my pocket, and had to spend hours on the phone both with them, and calling though Aetna (all documented, I am sure, since both Aetna and Nations Benefits would have records of it including recordings). I asked for plausible facts why it keeps happening, and why the lies they keep telling me and *****, and what they will do to improve this horrible nightmare service from Nations benefits. Nothing, nothing, nothing. Their lies are disgusting. Apologies, believable factual explanations, and what they are going to do about it to improve their service so that this doesn't continue happening. The worst company in the world
Sincerely,

***************
Business response
08/01/2024
We sincerely apologize for the misinformation provided on several occasions. We have reviewed call interactions and have provided additional training to several agents to prevent similar future instances.NationsBenefits works with a third party to manage cards. An issue was identified with our partner which is causing the repeated PFRAUD holds. It is never our intention to prevent any member from utilizing their benefit. While NationsBenefits has the ability to lift the PFRAUD status, we are unable to control the card from repeatedly entering this status. We are working closely with our partner for prompt resolution. In the interim, we are happy to manually remove any holds while a permanent fix is implemented. We have reviewed your card as of 08/01/2024 and confirmed it is in active status. If you have additional questions, please do not hesitate to respond to this message.
Customer response
08/02/2024

Complaint: 21954342

I am rejecting this response because:While your response is friendly, if nationsbenefits always had the ability to lift the pfraud status as you say, why did it take from July 1st when I noticed, 3 phone calls, involve BBB, and more than 2 weeks, falsely telling Aetna that it's their fault, that they have to fund the account when I know that it was funded on June 22nd? Again, I would like an explanation why it took 2 weeks of aggravation where I missed the huge sales involved with July 4th, costing me a lot of money, losing cell service for a day etc? Again, if Nationsbenefits always had the ability to lift the block why didn't they do so instead of dragging for 2 weeks, 3 phone calls, etc? I was looking for my next step looking for lawyers...

Sincerely,

***************
Initial Complaint
07/06/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hi, I had bought a MediBio watch. Which is a **************** tracker. It was $55 worth of my insurance that I get every year. The unit doesn't work well, the instructions you can't see and trying to find support online is hit or miss. It's like it's not even being supported anymore. I called to have it returned and the man went away and when he came back, he said Nations Benefits would contact me regarding this issue. I have heard nothing. This watch is horrible and per the comments online this isn't the first time Nations Benefits has heard of the complains about it. I would like a refund of the $55 that was debited from my account. If the company wants the watch returned, no problem but it's not worth the box it's shipped in.
Business response
07/29/2024
We apologize for your experience. We have processed a refund of $59.60 (includes tax), which is already reflected in your account. Should you require any further assistance, please do not hesitate to reply to this message.
Customer response
07/30/2024

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
07/02/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The Apple app Benefits Pro unable to scan products or find stores because of no PURSE selection to choose.
Business response
07/16/2024
We apologize for any inconvenience you may have experienced. We have successfully resolved the issue with the Benefits Pro app, and it is now functioning as expected. Should you require further assistance, please do not hesitate to reach out to us.
Initial Complaint
07/01/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 1/04/2024 I submitted a reimbursement request for $7.28. The request was approved but I never received the check that was supposedly sent to me in the mail. I received a call from a representative about 4 months later saying that he was following up on the reimbursement because the check that was supposedly sent it me was never cashed. When I explained to him that I never received the check he said that another one would be sent it me. It's now 8/01/2024 and I still have not received a reimbursement check. I need to submit another reimbursement request but I want this resolved before I do so.
Business response
07/29/2024
We apologize for your experience. The initial check ***** was voided, and a new check ***** was issued on 07/17/2024 in the amount of $7.28 cents. Checks typically take 7 to 10 business days to arrive once issued. This check was issued to the mailing address on file per your selected reimbursement method selection. If the check is not received within the provided timeframe, please do not hesitate to respond to this message. Thank you.
Customer response
07/29/2024

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
06/26/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
4-10-2024 Website claim for ****** ****** glasses receipt.They sent me a check for ******. I did the right thing and called them right away to let them know they sent me too much money.I was told not to cash the ****** check and they would get a new check for ****** out to me right away.I've called them three times since then and was told it was still processing. This last call (June 26) lasted 30 minutes and I was told once again that they were processing the check today and that I should call back next week.Please help and thanks,*************************
Business response
07/19/2024
We apologize for the inconvenience. We have issued a new check in the correct amount. Please allow 7-10 business days for the arrival and let us know if you have any questions. Thank you for your patience and understanding.
Customer response
07/22/2024

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
06/24/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I Placed a order for$51.43 on 4-24-24 The order was approved and I have trasaction numbers. Order was never shipped. I have call for 8 weeks to try and get a refund. All i ever get is they are working on it. The order was placed on my athem benefits card. ***** the money put back on my athen card
Business response
06/28/2024
We apologize for any inconvenience caused by this issue. Our team reached out to the member on June 24, 2024 and issued a replacement order. It is scheduled to be delivered on July 02, 2024, via ***** with tracking number ********************. Thank you.
Initial Complaint
06/23/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a hearing aid from nations. I wife purchased a hearing aid from ******. Her hearing aid quality was much better, the service was much better, price was better, the extra free was FREE! Nations benefits cost more and got much less in service, never explained how to clean, repair, and etc. A visit to the dr cost $45.00 per visit. ****** is free. Nation benefit stinks and ******** should find another provider for hearing aid & care.
Business response
07/02/2024
We apologize for your experience. NationsHearing has partnered with your health plan to offer members advanced hearing aid technologies tailored to their specific type of hearing loss, lifestyle, and budget. Each purchase includes three no-cost follow-up visits and a 3-year repair warranty to ensure comprehensive coverage for our members. Should additional follow-up visits be needed, a fee not to exceed $65.00 may be applicable by your provider. Our team, with decades of healthcare experience and including doctors of audiology on staff, is dedicated to providing the highest level of clinical care available.
We offer a 60-day, 100% money-back guarantee. We confirmed that your most recent hearing aids were purchased on September 29, 2022. This exceeds our 60-day return policy. Please note that your hearing aid benefit is renewed annually based on your current 2024 enrollment. If you wish to explore new hearing aids, we recommend contacting us at **************. Member Experience Advisors are available from 8 am to 8 pm, 7 days a week. Should further assistance or clarification be needed, please don't hesitate to contact us.
Initial Complaint
06/22/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Under the monthly allowance of their plan, I bought a humidifier which is nearly twice the market price at this nationbenefits.com portal. It didn't work as advertised. I called nationbenefit.com and requested a return. NationBenefit refused to accept any return saying it is their policy not to accept any return/exchange/refund. By LAW, there is a 30 days return policy. In their TERMs, there is no mention that a NO return policy. I demand a refund to my account, total about $72/68 dollars. You can check it up at my account.Anthem Membership ID: ************
Business response
07/02/2024
We apologize for any inconvenience caused by this experience. On March 31, 2024, the member placed an order for one Crane Ultrasonic Humidifier,totaling $65.00 plus tax. As of July 2, 2024, a refund of $70.77 has been approved and credited to the member's account. Additionally, we have contacted the member to communicate this resolution. If you require further assistance or clarification, please do not hesitate to contact us.

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