Complaints

• Initial Complaint

  08/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company supplied me with Dexcom diabetic supplies monthly, paid through my insurance. They sent me 2 shipments of supplies in February BY MISTAKE and begun billing me for the second shipment, since my insurance company only pays for supplies once a month. In June I spoke with them and they admitted a mistake. They sent me a label on June 9 to return the supplies, which I did. I received a confirmation that they were accepted and I was credited by Kristina. I thought the problem was resolved. Now they have begun billing me once again, saying I CALLED to order more supplies. WHICH I DID NOT ORDER. I NEVER CALLED THEM TO ORDER MORE SUPPLIES. They will not provide me with any proof of me calling. the bill is also incorrect, It gives a date of March, when they admit over the phone that both shipments were sent in February. They continue to change the story. They are billing me $465.00 for supplies I did not order, do not return phone calls, and speak very rudely and will not try to resolve the issue. "Jennifer" screamed over me when I tried to speak to her to explain the issue.

  Business response

  09/14/2022

  Business Response /* (1000, 5, 2022/08/04) */ Sorry if there is any confusion, but we do not have a double order going out to you in February as we have records on file for everything. However it is up to a 60-90 day for the process as your account will go in to a hold phase. Even though you may see a balance on your account you have returned the supplies and your insurance has been notified so therefore we have to wait to have the claim cleared. We could only dream of having it as simple as a retail transaction but it is not when it comes to insurance. As far as notifying yourself, yes you should have been made aware of the time it can take for the process and to not pay anything until everything is cleared. Thank You MYDMEDOC Consumer Response /* (3000, 7, 2022/08/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) After I left messages, I was contacted and told my return was received in June. Yet I am still being billed in July. How am I supposed to know when my account will be cleared? I have been chasing this for months. I would like to be told that my account. is cleared to a zero balance. Business Response /* (4000, 11, 2022/08/26) */ We are still waiting on your insurance. Also when did you let us know that your insurance changed companies? Consumer Response /* (4200, 13, 2022/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) My insurance changed March 1st. I DID NOT PLACE ANY ORDERS AFTER MARCH 1. I was incorrectly sent an order after that, which I SENT BACK. What are you waiting on my insurance for? Business Response /* (4000, 15, 2022/08/29) */ When was the last time you checked your online portal, we had already credited your account from when you mailed back 2 months of supplies back in June. There is still a balance because you had received 3 months of supplies and only returned 2 months worth of supplies. And your insurance company confirmed that your insurance was terminated March 1st. When this happens you need to notify your supplier immediately not 3 months later so that we can accommodate your new insurance and or get you to an in network supplier for your supplies moving forward.

*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. ↩