Business Profile

Payment Processing Services

InstaMed

Complaints

This profile includes complaints for InstaMed's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

87 total complaints in the last 3 years.
18 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:01/20/2023
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.
I've submitted 2 payments through Instamed to pay for my hospital bills - one for $250 and one for $725.14. I keep getting harassed by the hospital that they have never received the payment. I reached out to Instamed for a refund and they refused and said that they cannot offer a refund because the hospital processed the payment, yet the hospital has no record of the payment. I cannot keep getting harassed by the hospital with notifications and bills when the funds have already been withdrawn from my account. I have attached all of my receipts and payment confirmations from Instamed yet this situation is not getting handled. I need this to be settled once and for all. Thank you.
Business Response
Date: 01/27/2023
InstaMed's Service Team spoke with ****'s Provider on January 26, 2023 regarding his 2 payments. They are investigating the situation and have tagged ****'s account so that he will not receive further bills. The Provider advised that the investigation may take up to 2 weeks to complete, and if **** does not hear from them during that period, he should contact them directly. The Service Team emailed **** this update on January 26, 2023. Please reach out to InstaMed's Service Team at (866) INSTAMED or (866) 467-8263 or [email protected] for additional assistance.
Initial Complaint
Date:01/19/2023
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.
On 11-11-2022 I paid $212.97 on my ****** ********** app for services provided by ************************, **** $212.97 was marked processed/paid on 11-18-2022. My HSA account through ********** was charged. Several weeks later I received a bill in the mail from ************************ for the exact same service that I had already paid through Instamed. I called ******* ******* about this and they responded that they never received payment. I called ***** Bank. They directed me to Instamed. I called multiple times and only once was able to talk to a representative. They were unable to help me and suggested I email their support team. I did this twice and never received a reply or response from them. I ended up having to pay this bill a second time (also with my ********** HSA card) directly to ******* ******* (********) on 12/14/2022. ******* ******* Account Number *******. ****** ********** Member ID: ********* I attached a pdf from my HSA account showing both payments in the same amount.
Business Response
Date: 01/27/2023
On January 23, 2023, InstaMed emailed **** the merchant processing documentation for the payment he made to his Provider. The documentation provides details on how and when the Provider processed the payment. InstaMed recommends that **** share this information with his Provider so that the payment can be located and credited to his account. Please reach out to InstaMed's Service Team at (866) INSTAMED or (866) 467-8263 or [email protected] for additional assistance.
Initial Complaint
Date:01/10/2023
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 paid instamed $1,216.41 back at the beginning of December 2022 to take care of the remaining balance that was due to my service provider. On January 10, 2023 I received another statement from my provider and immediately called to find out that no payment has been made on my account. Upon calling InstaMed SEVERAL times to get this sorted out, I was placed on hold and then hung up on EVERY SINGLE TIME. This is absolutely unacceptable and this bill THAT I HAVE ALREADY PAID could be sent to collections and effect my credit.
Business Response
Date: 01/26/2023
InstaMed has contacted, via email, ******* on 1/24/2023 with proposed next steps on how to address her concerns. Upon receipt of *******'s response, InstaMed will take action and resolve the issue. Please reach out to InstaMed's Service Team at (866) INSTAMED or (866) 467-8263 or [email protected] for additional assistance.
Initial Complaint
Date:01/05/2023
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.
I received an email this morning to pay a bill. No problem, I pay all of my bills electronically. When I clicked on the link to pay the bill, I got a screen that asked for a patient ID. I never received a bill from ********************* so I did not have a patient ID. I then clicked the I do not have the information above link and got another link asking for the patient ID. I then figured, lets just register for an account like the email sent to me states and I can see my last balance. I registered for an account and there is absolutely nothing on InstaMed that indicates that I even have a balance. There were no statements. The only thing that I could do was add a credit card and pay whatever amount I wanted to. I was not able to see a statement or balance like the email states so I am not comfortable giving out my credit card number to a site that does not even indicate that I have a balance. I then called ******************** and they gave me my patient number, but when I put it in InstaMed, their system still did not show that I had a balance. I tried calling InstaMed twice and the system just hangs up on you after a while with a final message to email them, they are too busy. InstaMed is non functional and ******************** is a facility that I will never use again due to lack of communication and poor billing practices. I am still waiting to hear from *****, a supposed supervisor in administration.
Business Response
Date: 01/09/2023
InstaMed sent an email communication to ******** on 1/5/2023 advising that she should receive a statement in the mail from her Provider that will contain identification information and a URL that can be used to pay her bill via the InstaMed patient portal. Additional step-by-step instructions on how to use the portal were provided in the email. InstaMed will gladly work with ******** on additional items, and InstaMed customer service can be reached at (866) INSTAMED or (866) 467-8263 or [email protected].
Customer Answer
Date: 01/20/2023
I went to the Instamed site again today and logged into my account. As you can see, I do have an account but the site still shows nothing and payments are still not able to be made on this site since the site is not showing a balance. Nothing has been addressed.

Complaint: ********

I am rejecting this response because:

Regards,

*************************
Business Response
Date: 02/03/2023
InstaMed's Service Team emailed the Customer on 2/3/2023 with the offer of performing a zoom call/screen share to walk her through the steps to address her issue. ******************** Team can be reached at ************************** or at *********************************
Customer Answer
Date: 02/08/2023
I had to end up sending a check-- I was not able to use their system, even after someone called me. This message from the company is old and outdated. I was told on the phone call that ************************** did not submit my balance and needs extra support and that is why I could not use their system.
Complaint: ********

I am rejecting this response because:

Regards,

*************************
Business Response
Date: 04/05/2023
Alternate assistance options for how to use the InstaMed portal were offered to ******** by the Customer Service Team, but there was no response to the offers. InstaMed's Customer Service Team can be reached at (866) INSTAMED, (866) 467-8263. or [email protected].
Initial Complaint
Date:12/15/2022
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.
InstaMed has contacted me that my payments were either expired or cancelled by the provider so they refunded the payments. I've never heard of payments having an expiration date that the provider must meet. Their explanation of the cancelled payments was confusing and apparently a miscommunication between InstaMed and the provider. Both are very strange behavior for a company handling medical claim payments thru the ****** Health app (owned by ******). Payments should be handled much more smoothly than this.
Business Response
Date: 01/03/2023
InstaMed emailed the customer on 12/16/22 to advise on the status of the 4 payments related to this matter. For 2 of the payments, the customer's Provider was sent payment in the form of Virtual Cards, as the Provider is not registered with InstaMed. Virtual Cards expire 2 months after issuance if they are not processed/cashed, and that is what happened. As such, these 2 payment amounts were returned to the customer's account from which payment was made. For the other 2 payments, InstaMed was given an invalid address for the Provider, and that is why the payments were unable to be processed and the funds returned to the customer. If the customer has additional questions or requires more assistance, please contact InstaMed at (866) INSTAMED or (866) 467-8263 or [email protected].
Initial Complaint
Date:12/12/2022
Type:Product 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.
InstaMed took over $1,200.00 from my account on 11/23/22 with the information that payments would be provided to medical institutions within 24 to 48 hours. Two weeks passed and none of the bills had been paid. I initiated a refund on 12/5/22 and the email states an update on the refund would be sent within five days. I called in to get the update and was told the refund can take up to 30 business days. Instamed will have held on to my money for almost two months and provided nothing but poor customer service and aggravation during the holiday season. This is truly a terrible business model with nefarious business practices.
Business Response
Date: 01/03/2023
InstaMed has confirmed that all 4 payments in this matter have been successfully returned to the customer's account, and the customer was emailed information to trace all of the payment transactions on 12/23/22. InstaMed advised the customer that if his bank has difficulty locating the 4 returned payments, to please reach out to us again at (866) INSTAMED or (866) 467-8263 or [email protected].
Initial Complaint
Date:12/10/2022
Type:Product 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 used *** app to pay for medical bill. The vendor never received payment. I paid vendor directly. I asked instamed to refund me the money. They have ignored my multiple emails.
Business Response
Date: 01/03/2023
InstaMed was able to contact the customer's Provider and helped them locate the customer's payment that was made. The Provider acknowledged that a second payment in the same amount was made by the customer not using InstaMed, and that they would refund that amount back to the customer. InstaMed emailed the customer with this update on 12/21/22, and advised that he could expect his refund in 4-5 business days. InstaMed also provided the customer with the Provider's contact information if he needed to reach out to them directly. If the customer has any additional questions, he can reach out to InstaMed at (866) INSTAMED or (866) 467-8263 or [email protected].
Initial Complaint
Date:12/05/2022
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.
Im under collection now, I made the $15.00 . ******** ********* claims they do not see this payment.4 documents attached - invoice from ******** ********* - collection letter ( invalid )- proof communication with no response - proof of payment Transaction Information Date:June 28, 2022 Amount:$15.00 Payment Status:Approval (00)Name on Card:***************** Card Number:**************** Card Type:** Response Code:*** Authorization Code:****** Thank you,******** ********* ***** PO BOX **** PORTSMOUTH, NH ***** ###-###-#### [email protected]
Business Response
Date: 12/08/2022
InstaMed located Patient's payment he made to his Provider, and sent an email to the Patient on 12/6/2022 with all of the payment's details. Details provided include = Provider Name, Transaction Date, Transaction Amount, Authorization #, Merchant ID, Deposit Trace Number, etc. Patient should contact his Provider with all payment details to resolve issue and have Provider credit his account for payment. InstaMed will gladly work with both the Patient or Provider on any additional questions. InstaMed customer service can be reached at (866) INSTAMED or (866) 467-8263 or [email protected].
Initial Complaint
Date:12/04/2022
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.
I visited **** Urgent Care on 08/16/2022 and paid via my insurance portal by using InstaMed for $316.25 on 09/04/2022 (Authorization # - ******). On 09/20/2022, **** Urgent Care charged me the same amount since they never received the payment from my insurance company. I called ****************, they asked me to call InstaMed, so I called InstaMed (CASE-********) and found out they paid the wrong health institution (**********). I called ********** on phone number ###-###-#### that's provided by InstaMed, since I never visited **********, they can not locate/refund the payment by searching the patient information, I had InstaMed representative and ********** all together on the phone, no luck. This is really unfair that I got double charged.
Business Response
Date: 12/08/2022
InstaMed reached out to Patient's Provider to work on this payment issue, but was requested to provide Patient's HIPAA information, which InstaMed is unable to supply. InstaMed emailed Patient a request for him to initiate a 3-way call with Provider and InstaMed's Service Team so that Patient can provide requested information, and Service Team can then work with Provider to address issue. InstaMed will gladly work with Patient and Provider on this matter, and can be reached at (866) INSTAMED or ************** or [email protected].
Customer Answer
Date: 12/15/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: I had a 3 way phone call with InstaMed and **********, same situation, ********** doesn't have my profile in their system, therefore, they can not find the payment, nor generate a refund. InstaMed's representative mentioned they can escalate the case to their supervisor, but I have not heard back from them with any updates, the newest case number is CASE-********.
Please get contact with **************** and figure out the refund process or point of contact who has the access to the correct platform.
Regards,

*****************
Business Response
Date: 01/13/2023
InstaMed continues to reach out to the customer's Provider to confirm their acknowledgement of his payment. Progress updates on this matter will be communicated by InstaMed to the customer. InstaMed customer service can be reached at (866) INSTAMED or (866) 467-8263 or [email protected]
Customer Answer
Date: 01/25/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: thank you for contacting the provider, I am looking forward to resolving the issue. Until I receive the refund, I will keep the complaint open in BBB.

Regards,

*****************
Business Response
Date: 02/03/2023
InstaMed's Support Team has reached out multiple times to the Customer's Provider and Account Administrator on this matter, but has not received a response. The Team is working to locate a different contact at the Provider so that this issue can be resolved. InstaMed continues to be available to the Customer, and can be reached at (866) INSTAMED or (866) 467-8263 or [email protected].
Customer Answer
Date: 02/08/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: Thank you for your effort, please keep me updated. I will keep the case open here until I receive the refund.

Regards,

*****************
Customer Answer
Date: 05/08/2023
II visited **** Urgent Care on 08/16/2022 and paid via my insurance portal by using InstaMed for $316.25 on 09/04/2022 (Authorization # - ******). On 09/20/2022, **** Urgent Care charged me the same amount since they never received the payment from my insurance company. I called ****************, they asked me to call InstaMed, so I called InstaMed (CASE-********) and found out they paid the wrong health institution (**********). I called ********** on phone number *** ******** that's provided by InstaMed, since I never visited **********, they can not locate/refund the payment by searching the patient information, I had InstaMed representative and ********** all together on the phone, no luck. This is really unfair that I got double charged. Then I filed a complaint on BBB.org, InstaMed told me to have a 3 way phone again, which I did. On 12/12/2022, I had a 3 way phone call with InstaMed and **********, same situation, ********** doesn't have my profile in their system, therefore, they can not find the payment, nor generate a refund. InstaMed's representative mentioned they can escalate the case to their supervisor, but I have not heard back from them with any updates, the newest case number is CASE-********. The last update I heard from InstaMed is 2/8/2023, yet I still haven’t received a refund for the $316.25 that I got double charged,
Business Response
Date: 05/16/2023
On 5/12/2023, InstaMed's Customer Service Team emailed the Customer that the Provider confirmed receipt of payment and no balance is due. InstaMed will gladly work with the Customer in the future on any matters, and the Customer Service Team can be reached at (866) INSTAMED, (866) 467-8263, or [email protected]
Initial Complaint
Date:10/06/2022
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.
InstaMed has collected funds from myself to be used a co-payment on medical services provided. My medical provided has yet to receive any funding from InstaMed and as such have changed me for such co-payments. I have reached out to InstaMed with no response.
Business Response
Date: 10/11/2022
InstaMed searched our records and was unable to find one matching *******'s name, email, or phone number. InstaMed will gladly work with ******* to further investigate the transaction if additional details are provided. The Service Team has reached out to ******* via email to request more information. InstaMed customer service can be reached at 866) INSTAMED or (866) 467-8263 or [email protected].
Customer Answer
Date: 10/27/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

This response is indicative of this Business's inability to maintain, organize or navigate basic information they rely on to run a business. I am very much a customer and do not have a common name, in addition I provided all of my account information leaving no excuses for the business to respond after weeks that they are unable to locate my account. Luckily, through a massive amount of effort on my end, I was able to resolve this issues outside of this BBB claim.
Regards,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

InstaMed is BBB Accredited.