ComplaintsforNationsBenefits, LLC

• Initial Complaint

  01/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Anthem switched out grocery and over the counter card to nation benefits... card is useless cannot activate or even register on there website. Us seniors depend on the groceries... called and after 3 hours was still on hold... also my brother in law is having the same issue

  

  Business response

  01/31/2023

  We apologize for the member's displeasure with this matter. We were able to confirm the issues have been resolved, member has access to use member portal and no additional concerns were discovered. The member has successfully utilized his benefits card at ******** Kroger, and made a utility payment.

  If the member has further questions or assistance, our Member Experience Advisors are available 24 hours per day, seven days per week, 365 days per year by calling ************. In addition, language support services are available if needed.

• Initial Complaint

  12/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am a member of ******************** HMO (orange level). Today 12/31/22 was the last day to claim my OTC (Over The Counter) benefits (i.e. free products up to my allowed amount) administered by NationsBenefits Yesterday and today (12/31/22) I tried to sign in and the NationsBenefits portal/page would not accept my Member ID. The website says: Please enter your Member ID and Password. But there is only a place to put one's Member ID and below that, the date of birth. I put in my correct DOB but got the response in red under it: "Information does not match our records. Please try again." Although their phone number of ************ said: Hours of operation: 24 hours per day, 7 days per week, 365 days per year, neither yesterday nor today, they never answered their phone. I was on hold for over an hour with the "reassurance" that my call would be answered by the next available agent.

  

  Business response

  01/20/2023

  We have experienced higher-than-usual call volume due to members inquiring about their 2023 supplemental benefits and apologize for any frustration caused as a result. Member outreach has been conducted on 01/11/2023 to reassure member that their benefit will still be honored. NationsOTC will be authorizing a one time $25.00 manual order to satisfy the members Q4 benefits. 
  
  If the member has any further questions, Member Experience Advisors are available 24 hours per day, 7 days per week, 365 days per year by calling ************- Please do not hesitate to reach out with any questions

• Initial Complaint

  12/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am filing a formal complaint against ***** and Nations Benefits. In October I received a text from Aetna regarding the shipment of a $500 prepaid MasterCard for food. After a total of 22 calls and four months later I still have not received the card, which expires on 12/31/2022. Please see the attached spreadsheet with call information and who I spoke to. Keep in mind I made several calls and messaged ***** regarding this matter before I start documenting it. I have received two activation flyers, one is attached, reminding me to activate the card. How is it the activation card makes it but not the card itself. Please note I have also attached a copy of the activation reminder for the card, sent to my correct address. I was told by a member service representative that my address is correct in the system and cant explain why I havent received the card. I was also told by the representative that several members have called *****, with the same complaint. Upon research, I found complaints on the Better Business Bureau website, regarding several similar issues (please see weblink below). ***** told me to contact Nations Benefits directly, but since this benefit is provided by *****, why and I deal with it? After several calls since September and sometimes being on hold for over an hour, still, nothing has changed. I have even called Nations Benefits and sometimes I get a live person, other times it will say an error has occurred , and disconnect my call, requiring me to start over. At the beginning of December, I called Aetna and the representative said he would stay on the line with me until it connected, which was over ***************************************************************** by Nations Benefits and should arrive within 7 days. One representative from ***** said only Nations Benefits can change the card expiration date, but Nations Benefits said Aetna controls the date.**Continued on attachments and call log. A complaint against ***** was filed as well.

  

  Business response

  01/20/2023

  We apologize for the members displeasure while using their benefits with NationsOTC. The Aetna Covid Program ended on 12/31/2022. The members initial benefits card was shipped to them on 10/23/2022, NationsOTC received a request from the member on 12/05/2022 to update their address on file and a new card was reissued after they reported it lost/stolen. The members replacement benefits card was reissued on 12/10/2023, which was also marked as undeliverable on 12/12/2022 to the address on file. The members Flex benefit is currently unable to be used due to the program ending on 12/31/2022. We do apologize for this inconvenience.
  
  If the member has any questions, Member Experience Advisors are available 24 hours per day, 7 days per week, 365 days per year by calling  ************- Please do not hesitate to reach out with any questions

  Customer response

  01/20/2023

   
  Complaint: 18666523
  
  I am rejecting this response because:  Aetna just told me with the BBB complaint that a card was on its way with a new expiration date.  So now I am once confused on what is really happening. ** pls see attached screenshot of their response.  If my address was wrong that is a communication issue with ***** and nations benefits,  I just called to confirm they had the right address.  My address change was done in sept 2022 Aetna had it correct.   When I called in October Aetna also called nations benefits to verify address.  I received two activation notices for cards that never came which is how I originally found out.  The attached card had my correct address.  This is one of two I received with the correct address.  I am not accepting the responses because once again I have received different stories.  Is a card really coming ?
  
  Sincerely,
  
  ***************************

  

  Business response

  01/31/2023

  With the conclusion of the Covid 2.0 program, there were some members that did not utilize their benefits for various reasons. Aetna is sending these members a pre-paid card that *** be used for food and utilities (electricity, gas, and water, etc.)
  A new card is being sent to selected members. Criteria for the selection is based on several reasons and is done solely through Aetna.

   

  Please refer to Aetna for further information regarding the delivery of this new benefits card.

  Customer response

  02/01/2023

   
  Complaint: 18666523
  
  I am rejecting this response because I have spoken to Aetna and they have agreed I have the right to confirm receipt of the prepaid card before accepting Nations Benefits response.  I was told several members did not receive their cards, and an investigation with Nations Benefits has been started.   It is unfortunate that Nations benefits saw this as for whatever reason the members did not utilize the benefit, instead of stating their cards were not received.  I hope to receive my card and wait anxiously for its arrival.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I've called on several occasions and left on hold for over an HR to longer. No one answers the phones. I haven't received my card for 2023 and can't get through so I'm down to filing a complaint. 3rd the calling and it's been 50 mins on hold with no agent.

  

  Business response

  01/13/2023

  We apologize for the member's displeasure. We experienced higher than usual call volume in preparation for the 2023 benefit year. We are actively working on alleviating long wait times. Several calls were made to assist the member however they were not available. The account shows the card was activated and benefits have been used in full for the quarter on 01/06/2023.

  Customer response

  01/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I did receive my card but it's impossible to get a hold of customer service. 
  Sincerely,
  
  ***************************

• Initial Complaint

  12/31/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I was supposed to get the three hundred dollar m astercard from Eatna,but didn't get it.

  

  Business response

  01/13/2023

  We apologize for the members displeasure. The Aetna Covid Program ended on 12/31/2022. The members initial benefits card was shipped to them on 10/22/2022, but the card was suspended due to an issue delivering the card to the address on file. We received a request from the member on 12/20/2022 to unsuspend his account, update his address on file and a new card was reissued. The card was activated on 01/03/2023 and is unable to be used due to the program ending on 12/31/2022. We do apologize for this inconvenience.
  
  If the member has any questions, Member Experience Advisors are available 24 hours per day, 7 days per week, 365 days per year by calling  ************. Please do not hesitate to reach out with any questions.

• Initial Complaint

  12/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I are on ******** and Have the ************************* as a supplement. We received a notification on 12/12/2022 from Aetna saying that we had not activated our Aetna MasterCard Debit Card and that we only had until December 31, 2022 to use our card. Neither myself nor my husband received any type of Debit Card from a company called Nations Benefits (Identified at the bottom of the notification).We called individually to speak with a representative to both AETNA and Nations Benefits. We were on hold for more than a hour each time and were eventually told that we would receive a card in the mail ASAP. When we did not receive the cards we called again multiple times. ( Many times the calls were just dropped or a representative from a off shore call center would just say "We are sorry we cannot help YOU". We were told eventually that they were not going to get the cards out to us before the EXPIRATION DATE of December 31, 2022 and that the card would not be useful after that date. From researching this Debit Card we found out that the money for this SENIOR BENEFIT had been issued from ******** by the ****************** to help Seniors with ********** utilities and or Transportation. The amount of $100 was to be distributed to each ******** recipient within months of being funded through ARP Funds. We called repeatedly and finally were told that the call volume was too large to take our call . Nations Benefits disconnected our calls multiple times. We were told only that it was too late to get the cards and therefore we would just not be getting the benefit. Our question is : if this was ARP money and distributed through ******** to all Seniors then where did the money go after it was paid to AETNA or NATIONS BENEFITS ? The problem is systemic and the money should be available to each senior no matter if it were spent in December of 2022 or January 2023

  

  Business response

  01/12/2023

  We apologize for the member's displeasure. The Aetna Covid Program ended on 12/31/2022. The member reported their card as lost/stolen on 12/28/2022. The last day cards could ship was 12/26/2022 as new cards would not arrive before 12/31/2022. We apologize for this inconvenience.
  
  If the member has any questions, Member Experience Advisors are available 24 hours per day, 7 days per week, 365 days per year by calling ************. Please do not hesitate to reach out with any questions.

  Customer response

  01/13/2023

   
  Complaint: 18652042
  
  I am rejecting this response because:

  The company never mailed the cards until after the date in which they were useful resulting in the company having federal funds that was to go to senior citizens but instead the company kept the money !   This should be investigated by the federal government and local officials !  The majority of seniors from ************ still do not know that this money was ***** to them !  
  my husbands card was not sent until December 31at at such time he tried to use it but was denied by ******* as a scam !   My card ( never reported as LOST OR STOLEN ) WAS NEVER RECEIVED UNTIL AFTER Jan 1st !  
  

  My card was never sent until after the expiration date !  

  THIS COMPANY SHOULD  AND WILL BE INVESTIGATED AS A FRAUD 
  
  Sincerely,
  
  *************************

  

  Business response

  02/15/2023

  We would like to apologize for any difficulties or displeasure encountered when setting up your benefits for this year. Our records indicate that your benefits card is activated and in use, which we are glad to see! To better assist you with your concern, please contact our Member Experience Advisors, they are available 24 hours per day, seven days per week, 365 days per year by calling ************ . In addition, language support services are available if needed. (MM 2.15.23)

• Initial Complaint

  12/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Nations Benefits is the online over-the-counter my *************************** *************** Advantage, contracts with. I placed an order with them on December 6, 2022, for $158 to be charged to my Quartz Cash Card. On December 7, 2022, I realized they charged my personal credit card rather than the Quartz Cash Card. Because of unclear procedures during checkout, I mistakenly provided my credit card number (which I thought would only be used if my orders exceeded the $400 maximum on my Quartz Cash Card. I tried to cancel the order online, but it would not accept the cancel order command.I then called the Nations Benefits customer number ***************) on December 7th to report the problem and to have them refund the $158 to my credit card and instead charge the Quartz Cash Card. The person I talked to said her manager, a **************************, would have the refund processed with 24 -72 hours and she had me email him the details of the issue with the Subject Line: URGENT REFUND REQUEST. I did this on the night of December 7th. Since this time I have called to followed up 10 times. I have been told they escalated the issue four times and filed a complaint/grievance 3 times and would have the issue resolved with ***** hours time period. To date, nothing has been done by them to resolve the issue and refund my credit card and charge my Quartz Cash Card. I called again today, December 27, 2022. The service representative, named ******, who I also talked with on December 23ed said that she can do nothing more and I just need to keep waiting and hoping I will get a call from some higher level manager who will resolve the issue. This is the basic same answer I have gotten on every call to Nations Benefits through December 9th to December 23ed when they said a manager or someone would call me back the same day or at worst, the next day. I have never gotten a call back. I see through reading other complaints that other people have had this same issue with Nations Benefits.

  

  Business response

  01/12/2023

  We apologize for the member's displeasure. A refund of $158.00 was refunded to the original payment method ****** on 01/10/2023. Refunds can take **** business days on average depending on the financial institution. We contacted ************ to advise him of the refund, however he was not available. A detailed voice message was left regarding the refund.

  Customer response

  01/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a card from Aetna stating that I have not activated an Aetna Nations Benefits Mastercard which was supposedly sent to me. I have NOT received said card!! I have spent many hours on hold waiting to speak to ** without success, I have also emailed them twice. I have spoken to ********************** but they claim that they are unable to help.. I am an 80 year old caregiver to a cancer patient & the funds assigned to me would me very welcome. Thank You, ***********************

  

  Business response

  01/03/2023

  We apologize for the member's displeasure. Our records indicate a card was shipped to the address provided on 10/23/2022. The Aetna COVID Card Program ended on 12/31/2022. There were no provisions for rollovers or extensions. We apologize for any inconvenience this has caused.

  Customer response

  01/04/2023

   
  Complaint: 18606210
  
  I am rejecting this response because:
  They do not state the address the card was supposedly sent to. Please provide more evidence. I know that I did not receive a card @ the address I have lived in for 45 years!!
  Sincerely,
  
  ***********************

  

  Business response

  01/13/2023

  We have provided the transaction detailed attached to this response which indicate a card was shipped on 10/23/2022. The card was shipped to 20907 ****************, ****, ** 77450.
  
  

  Customer response

  01/18/2023

   
  Complaint: 18606210
  
  I am rejecting this response because:
  I have not received the m/c as indicated. Is there anyway to check receipt of this envelope. Was the envelope returned to sender? Was the m/c validated & used by anyone? The m/c was part of my Aetna benefits & I would very much like to have it.
  Sincerely,
  
  ***********************

• Initial Complaint

  12/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Oct 10 claim filed w/Aetna for partl reimbursement of hearing aids. $1250/ear. Nov 15 called Aetna to inquire. Claim denied = * pd in full* rec'd aids that day. policy states claim to be filed by audiologist to Nations Hearing THEN we pay the balance to receive hearing aids. Audiologist *S in-network. Aetna rep called Nations Hearing w/me on phone. Rep said Nations Hearing would make 1 time exception,but needed specific info to their claims office first. Next day info faxed to Nations. Fax confirmed. Dec 5 called Nations Hearing to inquire about claim Gave date * spoke w/Nations Hearing fax date/time/confirmation/audiologist name/phone #. After very lengthy conversation * was told 1) no claim on file 2) they could not confirm my info w/audiologist office 3) trying to confirm fax as they did not receive any info They said give them 48 hrs to research * get back w/me.* called the audiologist- was told that they had not spoken w/anyone from Nations Hearing that day at all * called **************,repeated what * was told A supervisor then told me they D*D receive the needed info * faxed 20 days ago * pls allow 7 days to get back with me.December 13, after hearing nothing from Nations Hearing, * called Aetna and asked if they could helpw/Nations Hearing. The rep placed a call to Nations Hearing with me on the line. A rep from Nations Hearing told us Yes, * HAD been told that * would get a reimbursement but it was going to be denied because they couldnt be sure the audiologist was in-network Both the Aetna rep * * said YES the audiologist *S in-network We were forwarded to the same supervisor * had spoken to previously She said they were trying to see if the audiologist office was in network when * purchased the hearing aids back in Aug. They would look into it * get back w/me in 48 hr * told her that should take 10 min this info was available on computer but would wait 48 hr to hear back from them.Still no word from Nations Hearing.ALL CALLS WERE RECORDED.

  

  Business response

  12/30/2022

  We apologize for Mr. ********* frustration. We have contacted him and the provider in an effort to remediate this matter. At this time, the provider is away on holiday, however we were advised they will be returning at the start of the new year. We will continue to work with the participating provider to have ************************ purchase properly billed so the benefit may be applied.  If the member has any questions, please do not hesitate to contact us at ************.

  Customer response

  01/03/2023

   
  Complaint: 18595832
  
  I am rejecting this response because: Nov. 15 this Business said they would pay us the benefit as provided by ***** policy, who has a contract with this business. For almost 2 mos, this Business has denied to reimburse saying this Dr. is out of network. he is NOT as was reported to the business by ***** and myself on every conversation, all 5 of them until they finally agreed, yes he is. Now they want me to sell the hearing aids we bought 5 mos ago bac to Dr for a full refund and buy them through their company instead, giving us credit instead of reimbursement for $ I have already spent. I seriously doubt the Dr. **** agree to do that. I am still waiting for resolution to this matter. Hopefully it will be resolved this week,
  
  Sincerely,
  
  *******/***********************************

  

  Business response

  01/13/2023

  We apologize the initial response was not satisfactory. We have further researched this concern and have determined the member will be reimbursed in the amount of $2,500. An outbound call was made to advise the member, however he was not available. A message could not be left. The check will be shipped via ***** and additional outreach will be made to confirm receipt.

  Customer response

  01/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******/***********************************

• Initial Complaint

  12/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My husband is profoundly deaf. We contacted Nations Hearing/Aetna and went through their provider so that insurance would cover his hearing devices. They have since both quit working and I have attempted, by phone and email, to get in touch with Nations Hearing to get the aid either repaired or replaced. I have been put on hold 14 minutes the first time. The second time, also more than 14 minutes and when an associate finally answered, they could not locate his account as their system was down. I was told she would call back as soon as the system was back up. That was 3 days ago. I have since emailed twice. I am currently on hold for over 25 minutes NOW. **************** contact leaves much to be desired and we need resolution before the end of the year

  

  Business response

  01/03/2023

  We apologize for the member's experience regarding this matter. An outbound call was made to discuss the matter, however she was not available. A voice message was left. We were able to locate the husband's account as well as the provider he previously worked with. Should a repair or replacement be needed, members are referred back to their provider. The provider is ********************** located at ******************************************** Sre 250 *******-** *****. Their phone number is ************. If the member(s) would like assistance with scheduling an appointment, they may contact ** at ************.

  Customer response

  01/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  However, it should be noted that I did not receive a call back until Jan 3, 2023.  That's a very long time to wait to hear from a company that basically provides a medical service.  
  
  Sincerely,
  
  *******************************

*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. ↩