ComplaintsforBlue Cross & Blue Shield of Minnesota

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Initial Complaint
03/14/2024
Complaint Type:
Order 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.
Please do not call. I want written records. I cant get my wellness card history and previous balance. Please send my transactions for my wellness debit card for calendar year 2023 including my balance on 12/31/2023. Records have been deleted online including my transactions. I want to know how much money was left and what transactions I had on my wellness card in 2023. Fepblue website has already deleted this data and didnt have it when I called
Business response
03/20/2024
Our *************************** has reached out to the Wellness Account administrator. A letter with the requested information, 2023 transactions and balance as of 12/31/2023, is being sent to the member.
Customer response
03/21/2024
I am rejecting this response because:

I dont have the data yet. I cant approve until I have the data in hand. Sorry. Bcbs word to me has no meaning.
Customer response
04/22/2024
**** said they were sending a letter. Its been a month. Still no letter.

Can they actually send the record they said they were sending?
Business response
04/26/2024
BCBSMN called My Blue Wellness to request that this information be sent to the member on 3.15.2024. We have contacted the vendor again to check on the status of this request. We were advised that My Blue Wellness does not mail this information and that the rep that we spoke to had said that they could in error. We escalated to a supervisor and they advised us that all 2023 information is online for the member to access and they do not send this information by mail. ***************** is able to access his 2023 Wellness records online. If he has difficulty, he can call My Blue Wellness at ************ for assistance with locating his 2023 information.
Customer response
04/29/2024
I am rejecting this response because:

I already called them. They didnt have it in January.
Besides. I want records. Records cant be read over the phone Financial records such as a statement cant be read over the phone They need to be printed
this can be sent via us mail. Bank statements are sent via us mail. Please send via us mail. Print off and send via **** mail or email
Otherwise I contact opm and state attorney general.
Your last statement said you sent them and then you never sent them. That is fraud.
Please send the records. They cant be read over the phone. They can be sent via email as well.
Initial Complaint
03/07/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been dealing by phone with Blue Cross since November to access my account. Over the past months, I have talked with several people who promise a solution will be in the future for their new portal issues. But it is already March and there is no access available to my account. The auto-pay on my past account has been taken off. This definitely seems like an issue that a reputable company could fix when they initiate a new policy which significantly affects customer access to their health care accounts. Blue Cross should be BETTER THAN THIS.
Business response
03/08/2024
Our customer service department has worked with the member to successfully register her account. The account was also set up with EFT to pay her premiums.
Customer response
03/08/2024
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.
Initial Complaint
02/12/2024
Complaint Type:
Customer Service 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.
BCBS is ruining my life! They put me on a restricted access program, without my knowledge or consent. They want me to go to a doctor, that is two hours south of where I live and then drive to a pharmacy that is also two hours away. I dont have a car, so I cant get to any appointments. I have had to come off of medications, to control my very severe PTSD. I went to urgent care today, for a kidney stone and couldnt get the tests done, because they wont pay for it, I couldnt even get my prescription, because of this restriction. Way to **** off a whole community of veterans. I will be canceling my plan, just as soon as I can.
Business response
02/14/2024
We will respond to the member regarding her complaint after researching the issue. A letter will be sent directly to the member regarding this complaint. Thank you.
Customer response
02/14/2024
I am rejecting this response because:
They keep saying they are sending me things in the mail, but I never receive them. Yes, the address is up to date in the system. As an added bonus, I found out yesterday, that I cant even use my hard veterans benefits, because they screwed up my insurance.

Business response
02/16/2024
The member has sent in the requested information regarding changing her providers, it was received on 2.14.2024. A letter confirming the providers she has changed to has been sent to the member as well as a letter regarding her complaint.
Initial Complaint
02/11/2024
Complaint Type:
Product Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I am unable to log in and use the **** of MN website for many days now. I needed to get a copy of my member ID to give it to a medical provider, I was unable to do so because the website is not working properly. I called and asked for it to be sent via regular mail. I am still waiting for it. I can't access my HSA account or read my EOBs either because all of these things are provided through the **** website. Fix your IT systems please as soon as possible. This is unacceptable.
Business response
02/12/2024
Good morning, the members first call to us was on February 7, ****. New ID cards were ordered at this time and sent to the address on file. Out records indicate that the member accessed the **** Care advisor site on February 12 with success.

Thank you
Customer response
02/12/2024
I am rejecting this response because:
I have not received my insurance cards and I am still unable to access and print them out through BCBS of MN website. I also cant access the most recent EOB. When I click to download it, I keep receiving an error message which just a large red bar with the word error in the middle. The website did not function at all until today, but it still does not do what it is supposed to do. Terrible experience.
Initial Complaint
01/29/2024
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.
I have been unable to log into my account at blue ******************** for over a month. I reported the problem a week ago, was told that the website was experiencing problems for many customers and they were working to resolve the problem, but they have not gotten back to me or resolved the issue. I can not access care because i cant look up providers in my network. It is unacceptable that i have been unable to access my benefits for over a month and i have health issues that i cannot get treatment for because of thus issue.
Business response
01/29/2024
Hello, our IT department is currently working on the members portal issue based off of his phone call on January 24, ****, at 4:42pm. The member will be notified once completed. Until then, he should contact customer at the number on the back of his identification card for any benefit questions he has. Thank you.
Customer response
01/30/2024
I am rejecting this response because: phone calls are not a time efficient way to access the information I need. For example, when I attempted to call yesterday to find out when I could expect a resolution of the website issue, the wait time to speak to an agent was over 35 minutes. When I attempted to get a call back rather than wait n hold, the system did not respond to my input (pressing one as instructed) and when I continued to press one, I ended up cut off. Also, trying to research individual practitioners while on the phone with an agent is not going to be practical. I need to be able to access my account information including in network practitioner listings.
Initial Complaint
01/12/2024
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.
I have been with bcbs for a dozen years and never had a basic dr ****** visit rejected. Never. This is a mistake. Physical exams required for travel. Page 45 is the citation you said I was not under coverage. This was not a physical. It was not a physical. It was not a physical. It was not required by an employer, insurance school or camp. No one required me to submit a physical report. No one. I called the clinic nurse line. They said I needed to come in as shots were not up to date and I needed to get a prescription. I was traveling. The nurse said I needed to go in for shots and a prescription. I have never had an insurance company deny medical advice at an appointment. You provide a dr visit coverage for preparing for travel. That is what it should be billed as. Fairview billed it as such. Please cover the visit.
Business response
01/12/2024
There is limited information about this member. I was unable to find him by doing a name search.
Customer response
01/15/2024
I am rejecting this response because:

I just submitted this and there is no business response yet

Customer response
01/19/2024
Here is the info you need right?

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

I ended my policy with them on 12/31/23. Thanks

*****************
Business response
01/29/2024
Our *************************** reached out directly to the member, they left the member a voicemail with a call back number to call with any questions regarding the denial of his travel claim.
Customer response
01/30/2024
I am rejecting this response because:

I called the nurse line. They said I needed shots to travel and a prescription and couldnt do it as a lab. I didnt ask for medical counseling. I asked fairview to recode as well. I needed shots and a prescription. They couldnt do as a lab. It was a generic office visit with a provider. No counseling. Simply shots and prescription. It needed to be done. I was not medically safe to leave. It needed to be done. No counseling was given.

Business response
01/30/2024
Claims are processed as submitted by your provider. If you disagree with the processing of this claim, you have the right to submit a reconsideration. Please see your 2023 FEP Brochure page 139 for an explanation on how to file a reconsideration.
Initial Complaint
01/02/2024
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.
BlueCross ** did not send out invoices for Jan ****, so to avoid making a late payment, I called **************** and made an advance payment (called a binder payment) to cover ******* premium. Come ******* I find they took out 2 payments from my checking account, one was that binder payment and the other was ******* premium. Calls to both **************** and Billing yielded me nothing but runaround. No refund of the extra payment, no applying it to February payment, nothing. They apparently are going to keep both. In the end, I paid twice for *******. Seriously crappy company, their customers are nothing. I am seeking a refund for the binder payment, since they did not apply it to my bill, they should not keep it.
Business response
01/03/2024
Good morning, we have an open piece for this member within our payment area received on January 2, ****. They advise they will review for a double payment and if they find an overpayment, they can apply to his February statement or request a refund. At this time, it is currently being reviewed. We also received an appeal on January2, ****.
Customer response
01/03/2024
I am rejecting this response because:
The advanced payment was called a binder payment, I forgot to mention that in my original complaint. I have a phone recording received Friday, December 29th, which is a phone message left by *** in BCBS ***************** describing my binder payment and an apology from her for not sending me a receipt. She said their billing system was not working properly after an IT update and I should receive a receipt for this payment in a few days. I have not. I also have bank records showing the double payment, both processed by the bank on 1/2/2024. I can upload these records to this complaint if needed. BCBS response is simply we will look into it which is NOT acceptable. I paid twice for ******** I want one of those payments refunded.
Initial Complaint
01/02/2024
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.
Blue Cross Blue Shield of MN has claimed that my routine visit to my primary care physician (annual physical) was with an out-of-network provider, even though their websites show that the primary care physician is in-network. Multiple Blue Cross Blue Shield representatives have admitted that their websites show that the primary care physician is in network. However, they will not adjust the claim.
Business response
01/03/2024
Good morning, on December 20, 2023, we received an appeal regarding this issue from the member. It is currently under review and once complete we will provide the member with a written outcome. The member also will receive an acknowledgement letter stating this. Thank you
Customer response
01/03/2024
I am rejecting this response because:
BCBS has acknowledged to me that the problem is an internal BCBS issue and that the insurance claim was filed correctly by the care provider. They are using an artificial process to avoid fixing the issue in the hopes that I will give up and pay the full amount. In their letter, they are asking for 60 calendar days to resolve the issue which is an unreasonable amount of time given that they were notified of the problem back in November. The Dec 20 data was part of a made up "appeal process" on their part to delay payment. The care provider is asking for payment from me and threatening to send me to collections. They do not care about BCBS's appeal process and will not wait for 60 days. It is the responsibility of BCBS to resolve this matter in a reasonable amount of time and they have demonstrated that they have no intent to do so.
Initial Complaint
05/18/2023
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.
They are refusing to give me access to my online account. J have called multiple times and reached out over email and they are refusing. It is in my monthly premium I pay, but are refusing service to me.
Business response
05/19/2023
We have reviewed the members concerns and found that when her last name was changes it did not sync up with our online portal. This has been corrected and she should have access to the portal.
Thank you
Initial Complaint
02/23/2023
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 am urgently seeking a response to my request to receive a life-saving medication that I have been denied by CentraCare of ************* and Blue Cross Blue Shield of **. I have Multiple Sclerosis. I was diagnosed with MS at the age of 36 and have struggled for years with MS ******** to find a medication that would combat the effects of this brutal illness. Approximately a year and a half ago, my neurologist, who is a leader in national leader in MS research and treatment, prescribed infusions to occur every 4 weeks, lessening these expensive infusions to every 6 weeks in the past few months. I have lived symptom free over this time since starting these infusions; I get to live with less worry of relapse. My husbands insurance was changed to Blue Cross Blue Shield of ** in January 2023. My first infusion was on January 5th. I realized on January 10th that I needed to provide new insurance information and updated CentraCare immediately. I then received a letter from CentraCare telling me that in order to receive my next infusion scheduled for February 16th, I needed to bring the money to pay Blue Cross Blue Shield's deductible. I contacted CentraCare billing again to address the deductible charge and was told the matter was resolved. I was told that I did not need to do anything further to receive my infusion. Two hours before my infusion, on February 16th, CentraCare left me a voicemail stating my appointment was canceled and I needed to contact BCBS. I contacted BCBS and BCBS stated they did not receive a pre-authorization of service until February 10th, which is 30 days past the time in which I had notified CentraCare of the insurance change. CentraCare retracted the February 10th request and resubmitted the request the day before my infusion. BlueCross denied the request because they want me to try the other medications that cost less and DID NOT work for me. I have yet to receive any notification from BlueCross regarding the denial.
Business response
03/07/2023
We do not have an ADHI to release information we will respond directly to the member.

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