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ComplaintsforBenefitfocus.com, Inc
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Benefitfocus has received my enrollment and fees, they are a 3rd party billing service for my dental and vision through former employer. I have constantly had issues with them processing my information so that I can go to the dentist. It is know the middle of February and I still have issues. Please help me. Also I was charged a $20 convenience fee for paying online. Online is the fastest way for them to receive and process payment, other option is to pay by mail which this payment takes nearly 30 days to process in turns makes my payment late.Business response
03/14/2022
Business Response /* (1000, 5, 2022/02/28) */ First and foremost, we apologize for any frustration or inconvenience Mr. ******* has experienced with his COBRA enrollment. We have reached out to him directly to help resolve this matter so that he is able to go to the dentist and have confirmed with his insurance provider that his COBRA dental coverage is now currently active in their system. During our review of Mr. *******'s experience, we identified a few timiing factors that impacted the processing of his dental elections. Specifically, the open enrollment period for his 2022 benefits was already in progress when Mr. ******* elected his initial COBRA coverage. As a result, elections for both his initial original COBRA start date (for coverage in 2021) as well as his election(s) for 2022 coverage were required to be processed and sent to the insurance provider, resulting in multiple forms and transactions being processed at the same time and impacting standard processing timelines. Once both elections were fully processed, the outstanding balance included insurance premiums due since the start date of coverage in 2021. We have applied all payments received toward the outstanding balance, in which full payment has been received for coverage through January 31, 2022 and a partial payment for February coverage. As a result, a Partial Payment Notice was sent to Mr. ******* on 2/18/2022 reflecting the remaining balance due for February coverage as well as the monthly premiums that will be due going forward. We have also reached out to Mr. ******* both via phone and email to ensure he is aware that the remaining payment for February is due by 3/17/22 in order for the February coverage to remain in effect. While Mr. ******* has the option to make a one-time payment online for a $20 convenience fee, we also offer the ability to pay at no additional cost via check by mail or by setting up future recurring payments online once the partial payment is resolved. We will also continue to follow up directly with Mr. ******* to offer additional assistance and have included our customer support number here for his reference: XXX-XXX-XXXX. We strive to provide excellent customer service in a timely manner, and again apologize to Mr. ******* for the inconvenience this has caused.
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.