Complaints

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

close

Find a Location

MSN Healthcare Solutions has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  MSN Healthcare Solutions

  717 20th St Columbus, GA 31904-8920

• 

  MSN Healthcare Solutions

  PO Box 2787 Columbus, GA 31902-2787

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:02/14/2025

  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.

  ****** ********* ***** is attempting to use MSN Healthcare solutions, a 3rd party biller to collect an amount due to which I have not record of, no statement has been received. The 3rd party biller is unwilling to provide any documentation, only providing a link via text message to pay the bill. Clicking of links in text messages is something every cyber security advisory advises against doing. When I call the 3rd party allegedly working on behalf of ***, they want me to provide my date of birth and social security number. I do not have a business relationship with them, nor do I trust them with my personal information. I request MSN Healthcare solutions request *** to submit to me, a detailed billing statement via mail on their letterhead along with any documentation where I approved being billed by another business on their behalf.

  Business Response

  Date: 02/14/2025

  Good Afternoon 

  I was able to locate an account in our system based on your name, address an email. When you contact MSN who is the billing provider for ******  due to hipaa and to protect your privacy MSN customer service agents are required to ask certain questions to authenticate the account. If you would like to contact one of our supervisors directly they can review an account that matches in our system on the criteria you have shared in this complaint, Julie ************ ******. 

• Initial Complaint

  Date:04/09/2024

  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.

  On 11/30/2023 the amount of $55.92 was paid to ******** ********* *********** through a check. I have provided proof of this check being cashed out by *********** Bank as well as proof of the amount being taken out of our bank account and never returned. The billing company is MSN LLC, and I have called almost everyday for the past three weeks to figure out why they are charging AGAIN in February 2024 for the same amount. I have reached out to our bank, ******** ***** Bank who confirms that the check was cashed in 2023 and never cancelled or disputed. MSN LLC is claiming that this check was sent back to the bank but will not provide any proof of documentation. I have proof attached that we never received the money back. I have been calling back and forth with this company, and every time it’s a different response. They said we had insufficient funds but as you can see from the attachments, we had $1,500 at the time the bill was paid! Please help, I feel like we are being scammed and I don’t know where to go next. I just want to clear this balance in our account and be done with this company forever.

  Business Response

  Date: 04/11/2024

  Upon reviewing of our records, it has come to my attention that there was an error in the processing of the payment, leading to its misallocation. I sincerely apologize for any inconvenience or  confusion this may have caused. Rest assured, we are taking immediate steps to rectify the situation an ensure that the payment is correctly applied to your account. Thank you again for your cooperation and diligence on trying to have this resolved. 

  Customer Answer

  Date: 04/11/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I have been told multiple answers/excuses from MSN LLC when reaching out to them over the last three weeks. The first time, it was that this check was disputed. The second time, it was that our account had insufficient funds and that the money should’ve been returned to us. Now, they are saying that the check was misplaced?

  This response does not give me a set-in-stone confirmation that our balance is cleared. And at this point—we have provided all the evidence of payment being sent and cashed out. There is nothing more on our end that we are responsible for, the rest is up to ******** ********* ***********, their billing (MSN LLC), and their bank (Independent Bank).
  

  This whole process has caused me a terrible amount of stress and frustration. After reading numerous other horror stories from patients who also had to deal with MSN LLC and their wrongful charges, I need to know we can avoid the same situation from happening again in the future. For me, and for others. 

  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:05/31/2023

  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.

  My bill was sent to collections by MSN for a bill from ********** *********** of ****** I had previously received bills and paid them . But for unknown reasons I was mailed twice and both times the mail returned. No change of address. What I find more concerning is that I work with them and one of their own employees was sent to collection. I don’t know what happened but for it to happen to two people and both of us never received the bills. No phone call or attempt made to figure out why mail returned. I would never leave a bill unpaid. I feel like there should be more of an attempt to contact me and advise me I had a bill that was not getting delivered would have been better!!!

  Business Response

  Date: 05/31/2023

  Good afternoon,

   I appreciate your feedback. I was able to review your account and due to Hipaa protection  I would like an opportunity to discuss my findings. Please feel free to contact me at your convenience.

   

   

   

• Initial Complaint

  Date:05/18/2023

  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.

  On *** **** 2023 I received a text on behalf of ********* ********** ** ******* from their payment partner MSNLLC stating that I needed to pay a bill of $108. I did receive radiology treatment earlier this year and ********* ********** ** ******* are a legitimate business that provides the information to doctors on the screenings. they appear to be using this company MSNLLC as their payment partner. this is the second time that I have I have not received an invoice for payment, I receive information after the fact stating that I'm overdue on a payment that I've never received information on. the first time the payment had already been sent to collections before I was even aware of it. my insurance should be paying 100% of this and has in the past. regardless if I have a medical bill I am happy to pay it. upon receiving the text I paid my $108 but had no information, no account number or details about what I was actually paying for so I reached out to MSNLLC to get that information the number that they texted me from was out of service number in ******** and I have been unable to contact anybody who can give me actual information. I am worried that this is a scam. I am about to dispute my charge with my bank. this is a predatory company. this is again the second time that I have not received an invoice to pay and the first time it was sent to collections. I have a near perfect credit score. I'm happy to pay $108 charge. I am concerned that I'm unable to contact the company, I'm unable to receive an account number or any detail of the charge they are giving me. if I ****** ******* ********* ********** and look at their ****** reviews there are 14 reviews that are specific to this pay partner with similar concerns. I'm asking Better Business Bureau to please look into this company MSNLLC that is predatory and scamming patients and the providers, doing damage to the providers that use them as a payment service. thank you.

  Business Response

  Date: 05/18/2023

  Good afternoon,

   I certainly understand your concerns. I will utilize your feedback to help enhance our digital communication while also bringing an awareness of a medical balance. I appreciate you taking the time to speak with me an allowing me the opportunity to discuss your experience. Please feel free to contact me in the event you need further assistance.   

  Customer Answer

  Date: 05/20/2023

  
  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

  Date:04/28/2023

  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 am owed a refund if $936. This is not in dispute. However after over 30 phone calls and multiple people they are still playing games about refunding my money now they are not answering my messages or calls. They only said will get back to me when they know something

  Business Response

  Date: 05/05/2023

  Mrs. **********,

  I apologize for the inconvenience. It is not our intentions to withhold any refund; however, it appears the refund was issued to the original payer. Please contact them for additional details. 

   

  Customer Answer

  Date: 05/08/2023

  
  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 took a great deal of time and effort to get my refund. It took more than 30 phone calls to get to this point
  Sincerely,
  
  ******* **********

• Initial Complaint

  Date:04/11/2023

  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.

  My doctor’s office uses this company to collect payment. I received a bill in November of 2022 with a date of service of ********* I called my insurance company who informed me *** ******* had not filed a claim for that service. On ******** I called the medical billing customer service line. They informed me they did not have the correct insurance information. I provided them the correct information. They said it could take up to three months to hear from the insurance. In February of 2023 I received a letter from their contracted debt collector ********* ********** ******** *** informing me I would be sent to collections over this debt. On ****** I called the medical billing customer service line again. They informed me there was no record of my insurance information. I once again provided the correct information and was told it would be sent in as a claim. Today, ******* I received another letter from the debt collector. I called the medical billing time for a third time. Once again I was told there was no record of my insurance. I provided the correct information and was told the claim was sent to my insurance provider. I have now provided my insurance information on three separate occasions to DXP imaging. Each time I have been assured it has been sent to my insurance company. However, when I call back I am told there is no record of my insurance information. Their debt collector is threatening to send me to collections over a bill they have been unable to send to my insurance company. I have provided the needed information numerous times.

  Business Response

  Date: 04/20/2023

  Mrs. *****

  Thank you for escalating your concern. I was able to review your account and the phone calls. Your insurance has been filed according to the information you provided within each call. Our appeals team is reviewing your account with most recently filing t to your insurance company *********. Please allow additional time for our appeals department to review with your insurance company. 

  In the interim your account has been suspended with ******** ********** *********

  I apologize for the inconvenience this has caused and I can assure you our team is working diligently to resolve this issue. 

   

   

   

• Initial Complaint

  Date:12/27/2022

  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 received *********** services from ************** ***********l ************ ** on ******r 19, 2022 and received a bill from The Click2Pay Team powered by MSN Healthcare Solutions. I am self-pay and noticed that the bill did not reflect a self-pay discount for one of the two billed services (code ***** Screening ***********, *********), so I called the company to inquire. The representative provided me with a 50% discount and I paid the amount due over the phone. The representative explained that the remaining 50% amount ($102.50) would be removed from my account and that I would receive a paid in full statement. Instead, I received a bill for the remaining 50%. I called the company again and spoke with a different representative who said the first rep made a mistake and that I should have received a $50 discount rather than 50%. He said I owed an additional $17+ dollars. I told him I would not be paying for their rep's mistake. Today, I received an email from a third representative of the company claiming I still owed $102.50, which is the 50% that the first rep stated would be removed to reflect a $0 balance due. Three separate reps, three separate responses, all with differing amounts that I supposedly owe. I replied to the email with, "The error was on your representative's part, not mine. I am holding your company to the agreed upon 50% discount that your representative quoted me. The $102.50 that I paid on ******** 29 was the agreed upon full amount and my account needs to be corrected to $0 balance due. I will not be paying an additional $102.50 for your representative's billing error and I will be reporting your attempt to collect on this error to the Better Business Bureau."

  Business Response

  Date: 01/03/2023

  Mrs. R*******

  I was able to review your account and apply the correct adjustment to reflect a zero patient responsibility. I apologize for the inconvenience.

   

  Customer Answer

  Date: 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.
  
  Sincerely,
  ****** *******

• Initial Complaint

  Date:12/22/2022

  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.

  This company is sending us bills by text from a third party medical provider (who we don’t recognise) and are not sending bills in the mail to our address which they have ….this looks like a complete scam or an attempt to harass seniors and I have spoke to a supervisor and a compliance officer there who see nothing wrong in this ….We are not disputing the bill just the methods of operation ….It would be easy for an employee of this company to set up a bogus web site collect monies and personal credit card information .They talk about an outstanding bill but we have never received a bill in the mail ….the normal way …we still have not received a bill after 4 weeks …. We are on a do not call list and as we have no business relationship with them so I asked them to stop texting Or contacting us but put a bill ($40) in the mail and it would have already been paid ….We are not sending credit card info over a text to pay bill to an unknown company ….crazy people …. A bill is not outstanding until we can see what it is for who the provider is and I have a hard copy in the mail duh!

  Business Response

  Date: 12/23/2022

  Mr. ****,

   We appreciate your feedback. Our attempt to provide digital communication prior to the paper statement was to raise awareness of the outstanding bill due to the delays in postal service delivery. I have removed your phone number from receiving any future  digital communication,  in which you will only receive paper statements. We apologize for any inconvenience  this has caused and confirmed (3) paper notifications have been mailed to the address on file. 

   

• Initial Complaint

  Date:11/02/2022

  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.

  My doctor uses this company to bill their customers. I received a bill two months after my original appointment and they never billed insurance. I called them and they basically asked me to give them every information that they needed to bill insurance even though I already gave it to the doctor when I checked in for my procedure. They said they would file in with insurance and I would not receive a bill I have to pay anything until then. I have not heard from them from September until November until I receive the text message saying I had a bill that needed to be paid. I reviewed my insurance account And saw that they were never billed for this procedure. I called the company again asking them why they have not build insurance. She proceeded to tell me that she had tried it Billy insurance twice and they did not reach back out to them. I never heard from the company saying that they're having issues with her insurance to confirm my insurance information again or anything. So I am in limbo waiting for them to get an answer from insurance yeah they don't give me any notification at all. The lack of communication is tremendously lacking and it's very sad to see that they don't really care about their customers and trying to help them get this all figured out. They just continue to bill you and then send you to collections even though the insurance issues their fault. But come to find out they didn't even have the correct information on insurance that I gave them a month ago on file.

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/11/02) */ Good Afternoon, I was able to review your account an update the insurance accordingly. Please allow additional time for the insurance to process the claim.

• Initial Complaint

  Date:08/01/2022

  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.

  On ********, I received a text message from **************************** (Part of the MSN Healthcare Solutions Group) saying to click to pay a medical balance. At that time, I had no idea who this group even was. I had gone to a different medical provider for ******* and had paid all of what was on my account, so the text message appeared to be spam. I never received a bill from this company. About two months later, I received a bill from a collections agency for approx. $15 that was remaining from the ************************. It was at this point that I did research to figure out who they even were, and ended up recieving a second text message (for a different ****). With the second ****, I also did not receive a bill (just a text message saying to click her to pay). Text messages, do to laws, do not allow you to put where the services took place. It also is not safe for people to click on links from people they do not know (and clicking to pay is very suspicious). This is not a wise practice for a company to have. On top of that, sending an account to any type of collections agency when no paper bill has been sent (let alone any attempt of contact other than a spam type of text message) is not okay. Please adjust your practices. I have called **************************** to suggest this change, and it was confirmed that this was not the first complaint that they have received about this. The person I talked to said that a bill was sent (but a bill was not received either time, unless she meant the text message). I was told to visit ********** to submit a formal complaint. I could not find where to do that. Please update your practice regarding billing and account management.

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 8, 2022/08/15) */ Mrs. ******, I apologize for any confusion. Our electronic communication was established to provide a electronic statement with an easy payment solution to avoid postal delays. I was able to view your account activity and while you did receive electronic communication I am also showing a paper statement was mailed to the address on file with no mail return being reported. I removed your contact information from the electronic communication platform and set your account to receive paper statements only. Again, I apologize for any inconvenience this has caused. Consumer Response /* (3000, 13, 2022/08/25) */ While I appreciate your removing me from text messages, and understand your desire for convenience, adding links for payment in a text is dangerous (this is how a lot of scams work). Texting that a bill is available to view online (give the site without linking it) and has been mailed would have the same impact, without coming across as a scam. As for the mailed copy, I never received a mailed copy for either bill. When I called the billing department of the facility I visited, I was told that they receive a lot of calls about the same thing- no bill, scammy looking text message, and the a notice from a collection agency. It would be worth looking into your mailing procedures to ensure that bills are actually being mailed. The system may say that it has been, but it's hard to believe that neither bill made it to my house (let alone other's saying they same thing) if it is actually being mailed. This adds a concern, that any future bills for ****** will only come through the collection agency. It is hard to write without the tone of this sounding harsh. I don't mean for that to be the case, but I do think your company needs to revisit its practices. I appreciate that you are trying to find a way to make things easy, but you need to consider the current situation our world is in with scammers. The end result ends up not being easy, but instead frustrating on the part of your customers. I hope that you do not dismiss what I am saying, but instead take it into consideration to actually improve your practice for others.