Complaints

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:09/14/2023

  Type:Service or Repair 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.

  I have called Change Healthcare multiple times at ************, which is their help number for **************** Services. I have been attempting to add a user under our organization. ******************** said that they would be emailing a administrator change for via email, but they never have. I still do not have access to the payer enrollment service section and need access for our new medical record system. This needs to be corrected immediately.

  Business Response

  Date: 09/14/2023

  Provided complaint information to ********************* leadership and expecting an Enrollment team member to contact ************************ within 24 hours with assistance.

• Initial Complaint

  Date:07/17/2023

  Type:Service or Repair 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 June 28, we were suddenly unable to submit claims, receive ERA's and verify insurance eligibility. Change Healthcare stated our account was suspended due to non-payment, however, each time we call they verify that both of our accounts are in good standing and are on automatic payment, so they have always be paid on time. I have been transferred repeatedly to different departments, each of who state this is not something they can fix, and they transfer me to another department. I have spoken to customer service, accounts receivable, claims, and eClinical Works, I have also emailed several times. It has been more than 3 weeks with no resolution and a major impact on our staff time, and inability to generate claims thereby causing zero income to our practice. This is unacceptable, meanwhile they continue to charge us for a service we are not receiving. You can only reach the front line workers of Change Healthcare, never a supervisor, never someone in the corporate office. It will require at least 60 days for us to change clearinghouses, and likely lost revenue due to inability to file claims. We need this system functional again before we cannot make our payroll due to Change Healthcare's error. Tax ID ********* Advanced Pain Consultants, SC

  Business Response

  Date: 07/17/2023

  Provided customer's complaint information to Accounts Receivable, Billing, and ********************** requesting they contact customer immediately and work together to address customer's concerns.

• Initial Complaint

  Date:06/20/2023

  Type:Service or Repair 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.

  My daughter, ***************************-account #************- was transported by ******************************* In ************, **, on 12/11/2021 and I received a bill for $859.97. I attempted to get my insurance company to process and pay the bill, but since my ex-husband was responsible for primary insurance and they wouldn't talk with me due to the fact that it wasn't my own insurance, I couldn't get the *** from primary to my own insurance. After attempting to get this paid for a year, I finally paid the total amount on 01/17/2023 via check card. Since then, my own insurance company ********************** paid the total amount as well on 05/10/2023 with check #***** through an EFT transaction that cleared on that date with the transaction #***************. I have contacted Change Healthcare multiple times (05/23/2023, 05/24/2023, 06/13/2023, 06/15/2023) at ************ to see about getting the refund owed to me, but they keep saying that they have not received the payment. The customer service rep then says that they will send the information over to a different department for research, but nothing happens. I have asked to either get the number of that department or be transferred there, but they refuse. The most recent time I called (06/15/2023), I asked to speak to a supervisor and was told that they would have to send a request over for that and, of course, I did not receive any return call. I also left a message for ******************************* *************) and did not receive a return call as well. All I am requesting is for a timely refund, but it seems that this billing company, Change Healthcare, is a scam and will not return my money even with all of the information provided to them regarding the payment from the insurance company. Please help and advise. Thank you!

  Business Response

  Date: 06/20/2023

  This concern was escalated to appropriate team and refund check will be send overnight tomorrow, Wednesday, 6/21/23, via ******

  Customer Answer

  Date: 06/27/2023

   
  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, although I do not understand how I was able to get a refund within two days (even Fed Ex'd overnight) only AFTER I had to file a complaint to get them to listen to me.  I did receive my refund owed to me and this has resolved my situation.  I still find this company's practices suspect and shady.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/16/2023

  Type:Service or Repair 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 company has been trying to get access to the Claims and Denial Advisor since February. I called on Feb 13th and was advised that I could not get access unless my Admin allowed me. Unfortunately, my admin left the company in Jan and was advised I needed to fill out a form to change the admin on the account. I submitted the form same day and received a response advising it was complete. I called in March advising I wanted access again and was told that I wasnt the admin and submitted another two forms. I called again today 05/15/2023 and was told I still wasnt the admin and I needed to complete yet another form to enroll. We have hundreds to claims that need to be resolved and we may be out of money due to not being able to review these claims within timely filing limits.

  Business Response

  Date: 05/18/2023

  Confirmed via email with customer this issue is resolved.

• Initial Complaint

  Date:04/13/2023

  Type:Service or Repair 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 a dental provider. Several years ago, I signed up with Change Healthcare for claims processing. It turns out that I have hardly used their service. In November, I called and cancelled my service since I have not used it in over a year. In December they sent an email indicating that I needed to pay a December bill. In January they sent another email indicating I needed to pay a January Bill. After several more calls, I sent an email on February 10, 2023 confirming the cancellation of my (non) service. They sent back a confirmation of cancellation. I actually did pay the January and February bills. I am STILL getting bills from this company! I have called their customer support on multiple occasions and was told that someone would get back to me. The last time I called, they said I would be billed through November of 2023! This is ABSOLUTELY RIDICULOUS!!!! I refuse to pay for a service that I am not receiving the benefit of!! I was told the *** is ***************************. I have tried to call the corporate office to talk to someone who could resolve this issue. All of those numbers are either non working, or redirected to an automated line to type in the name of a person. You can not talk to a live human being!!My customer ID number is ********** I will NOT be making any more payments to this company. If anyone from the headquarters of this company would like to talk to me personally, they can call at the number they have on file for my office.

  Business Response

  Date: 04/13/2023

  I sent an email to the customer letting them know I've submitted a request to cancel their account and credit the unpaid March 2023 invoice.  Will let customer know when both cancellation and credit have processed.

  Customer Answer

  Date: 04/13/2023

   
  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.

  Thank you for your assistance in this matter.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/31/2022

  Type:Customer Service 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 reached out to me about my health insurance. They said they would represent me with my claims. I signed up with this company. I found out I didn&#**;t need their service and United Healthcare said they never heard of this company. I contacted them and told them I needed to cancel my service. They never confirmed the service was cancelled.

• Initial Complaint

  Date:10/18/2022

  Type:Customer Service 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.

  I have been trying to get my cat scan images thru Nucleus. It is not working. ******* refuses to contact nucleus and ******* refuses to help me because I'm the patient. They only support providers.

  Business Response

  Date: 10/18/2022

  Forwarded complaint information to Radiology business contacts. Requested they find contact who can assist customer.

• Initial Complaint

  Date:08/30/2022

  Type:Customer Service 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 keeps contacting me saying they partner with a hospital I visited, yet every time I try to return their call or apply for assistance, they cannot find me. I am very tired of being tricked that I may be able to get some help on the matter. They also call from so many different states, it seems a little fishy.

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 5, 2022/08/31) */ Reached out to ********** for more information which is required to put her in touch with the appropriate team for resolution. Once I have more context related to her concern, I'll be able to connect her with the right team to assist.

• Initial Complaint

  Date:08/18/2022

  Type:Delivery 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.

  ChangeHealthcare reported that my enrollment in EFT and ERA would be verified within 21 days. It's been 37 days and there is no change in the status of my enrollment. I received an email from them stating that action was required and when I called them to follow-up they oddly denied that they ever sent me the email and hung up on me. I called again and customer service said the email must have been sent in error. Regardless, I am still not enrolled and customer services quite literally refuses to assist me in ensuring that my enrollment is processed in a timely manner. This ordeal is costing me thousands of dollars and needs to be rectified immediately.

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 5, 2022/08/18) */ Forwarded this complaint information to Enrollment team with request to contact customer and assist.

• Initial Complaint

  Date:06/07/2022

  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 05-18-2021, I received an ambulance ride to hospital after suffering from a severe seizure. We received a bill for $******. **************, my insurance company, paid their portion of $****** in an electronic transfer on 07/22/2021. The bills continued to come saying that $****** was due. I reached out to the insurance company on my own on 10-15-2021 and spoke to Ethan. He said payment hadn't been received yet but sometimes it takes awhile to process. I called with the insurance company representative in December 2021, 3-3-2022 and again on 4-15-2022. The last 2 calls we spoke to ***. On all 3 occasions, my insurance company verified all the information to be correct and attempted to resolve this issue with ***************** C/O Change Healthcare. They refused to investigate it and told us that there were no managers, no appeal process and they would not investigate the payment that ************** made. On 5-20-2022 we sent Change Healthcare the deductible payment of $*****, a letter of explanation, a copy of the 2 Explanation of Benefits from ************** showing payment had been made and a copy of the payment transaction. I did not pay the deductible prior to this as the ***************** C/O Change Healthcare and ************** both told me to wait until the claim was processed correctly before paying. I paid my portion in the hope to resolve my part in this billing issue. Another call was placed on 6-3-2022 and I spoke to ***. He denied receipt of any information other than the check and stated that there were no managers because they were in meetings that would last for hours. This billing issue should be between the ***************** C/O Change Healthcare and **************. I am reaching out to you in a hope that this issue can be resolved.

  Business Response

  Date: 06/27/2022

  Business Response /* (1000, 8, 2022/06/20) */ Additional review and follow up conducted with payer. Determined payment issued to incorrect payment address/lock box. Payer updated and reissued payment. Account currently reflects zero balance. Pt contacted and updates provided 6/10.